Poor sound quality headphones, can I return or exchange?

Littlestars_2

MalMonroe said:

The link from sheramber tells you what to do if the goods are faulty. I'm not sure how they can say the headphones aren't faulty if they've not even looked at them.

Anyhow, by law you are entitled to a full refund or a replacement because the headphones are not fit for purpose.  £85 is too much to lose just because someone you spoke to at JL can't be bothered to tell you the correct procedure. 

Don't contact technical support, this is the phone number they say to use when you want to return faulty items - 03456 100 342.

I'd also be tempted to complain about that very unhelpful technical support member of staff you spoke to in the first instance.

There is a massive difference between being faulty and having what may be subjective poor sound quality. And honestly technical support did nothing wrong, they deal with faulty products, sound quality is subjective. 

Op did you review the headphones before purchase? Sound quality is rather subjective and what may be poor to one person is fantastic to another. You are best just to call customer services and ask what they can do, as already mentioned as its under 14 days since purchase you can return for a refund minus any costs for excess handling which goes beyond what you could do in a store.

neilmcl

MalMonroe said:

coasat said:

coffeehound said:

Have you given them a good 'running in' period?  Some phones do take some hours use to loosen up.

Thanks for your suggestions.

Yes, I've used them for a few hours and the sound has not improved.

Is there any way I can return or exchange the headphones?

I have to say that I have never, ever had a problem with returning goods to John Lewis, whether they have been faulty or not. 

The link from sheramber tells you what to do if the goods are faulty. I'm not sure how they can say the headphones aren't faulty if they've not even looked at them.

Anyhow, by law you are entitled to a full refund or a replacement because the headphones are not fit for purpose.  £85 is too much to lose just because someone you spoke to at JL can't be bothered to tell you the correct procedure. 

Don't contact technical support, this is the phone number they say to use when you want to return faulty items - 03456 100 342.

I'd also be tempted to complain about that very unhelpful technical support member of staff you spoke to in the first instance.

There is no suggestion that the headphones are faulty or unfit for purpose, the OP simply doesn't like the sound quality which, as already mentioned, is subjective. This is a change of mind return and should be treated as such using their rights under the CCRs. The OP received the correct advice in the first reply.

Murphybear

my husband  bought an expensive laptop from a JL store.  After a few weeks he decided it wasn’t right for him.  He phoned JL and made an appointment with their technical department.  They demonstrated another one and went through it thoroughly with him.  This service is normally chargeable but they didn’t charge.  He was happy with this new one and hasn’t had a problem.  He has phoned JL on occasions to get help and they’ve always been very good. 

We usually buy electronic or large items from JL because our experience is that their support/customer services are excellent 

davidmcn

Murphybear said:

We usually buy electronic or large items from JL because our experience is that their support/customer services are excellent 

On the other hand we've seen various posts here suggesting they have been awkward recently, e.g. refusing TV returns on spurious "data protection" grounds (because you've entered your wifi details).

mikb

neilmcl said:

Breaking in or burning in modern headphones is a complete myth and more about perception than anything real happening.

Aside from those companies that will, for a modest fee, pre-burn in the headphones, or your cables, to ensure the best sound quality and to save you time waiting. That's definitely worthwhile! Buying headphones sight-unseen, or rather, sound-unheard, is a risk because it is very subjective. Some are just awful, yet someone somewhere is buying them. Plasticy, resonating ear cups that make it sound like you're listening to music via a Pringles Tube is a particular horror. No bass, too much bass, etc.

sheramber

MalMonroe said:

coasat said:

coffeehound said:

Have you given them a good 'running in' period?  Some phones do take some hours use to loosen up.

Thanks for your suggestions.

Yes, I've used them for a few hours and the sound has not improved.

Is there any way I can return or exchange the headphones?

I have to say that I have never, ever had a problem with returning goods to John Lewis, whether they have been faulty or not. 

The link from sheramber tells you what to do if the goods are faulty. I'm not sure how they can say the headphones aren't faulty if they've not even looked at them.

Anyhow, by law you are entitled to a full refund or a replacement because the headphones are not fit for purpose.  £85 is too much to lose just because someone you spoke to at JL can't be bothered to tell you the correct procedure. 

Don't contact technical support, this is the phone number they say to use when you want to return faulty items - 03456 100 342.

I'd also be tempted to complain about that very unhelpful technical support member of staff you spoke to in the first instance.

My link covers both returns for refund/ exchange and faulty items which are covered in a separate paragraph.

Supersonos

coffeehound said:

Have you given them a good 'running in' period?  Some phones do take some hours use to loosen up.

This is complete nonsense.  Any changes as the diaphragms are used will be so slight they’ll be completely inaudible.

coasat

Lttlestart_2 - The reviews I read mostly said that the sound quality was good or very good.

Had the sound quality been on par with much cheaper headphones, I would have accepted.

davidmcn - I've been able to return items to JL in the past with ease. I think you are right

about JL more recently.

thank you for your replies.

mikb

Supersonos said:

coffeehound said:

Have you given them a good 'running in' period?  Some phones do take some hours use to loosen up.

This is complete nonsense.  Any changes as the diaphragms are used will be so slight they’ll be completely inaudible.

And worse, will be completely swamped by you "getting used to them" as you use them.