ComplaintsforBeats Electronics, LLC.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of Powerbeats and the ear phone snapped off. I spoke with ****** a Tier 2 support advisor and he informed me that they would not be able to replace the broken headphones that were clearly defective. He had a list of things that could go wrong with the Powerbeats and what happened to mine were on the list. These were $200 headphones and they should not be breaking in half. This is disgraceful.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/12/08) */ December 8, 2021 Better Business Bureau 1112 S. Bascom Avenue San Jose, CA 95128 BBB Case #: ****** Dear Better Business Bureau: Thank you for your recent correspondence regarding the above-referenced case number. The following Apple One (1) Year Limited Warranty - Accessory - For Apple and Beats Branded Products Only. excerpt(s) may be viewed at https://www.apple.com/legal/warranty/products/accessory-warranty-english.html: "Your Apple-branded or Beats-branded hardware product ("Product") is warranted against defects in materials and workmanship for a period of ONE (1) YEAR from the date of original retail purchase ("Warranty Period") when used in accordance with Apple`s user manuals (refer to www.apple.com/support/country). Under this warranty, you will be able to direct your claims to Apple even in situations where you purchased the Apple Product from a third party. If a defect arises during the Warranty Period, Apple, at its option will (1) repair the Product at no charge using new parts or parts that are equivalent to new in performance and reliability, (2) exchange the Product with a product with equivalent functionality formed from new and/or previously used parts that are equivalent to new in performance and reliability or with your consent, a product that is at least functionally equivalent to the product it replaces, or (3) refund the original purchase price. This warranty excludes normal depletion of consumable parts such as batteries unless failure has occurred due to a defect in materials or workmanship and, damage resulting from abuse, accident, modifications, unauthorized repairs or other causes that are not defects in materials and workmanship." Apple records confirm the customer's Powerbeats 3 Wireless was purchased on November 2, 2018, and it was covered by the Apple One (1) Year Limited Warranty - Accessory - For Apple and Beats Branded Products Only through November 1, 2019. The customer's Powerbeats 3 Wireless is approximately twenty five months outside of the Warranty Period. As such, Apple declines the customer's request for a covered repair or replacement. Beats service information and pricing is available at https://support.apple.com/beats/repair/service. Most Apple hardware comes with a one-year limited warranty and up to 90 days of complimentary technical support. To extend your coverage further and obtain accidental damage coverage, purchase AppleCare+ either at the time of the product purchase, or within 60 days of the product purchase. Additional information about AppleCare+ is available at https://www.apple.com/support/products. If the customer requires further assistance, they may contact Apple Support or schedule an appointment for the nearest Apple Store or Apple Authorized Service Provider at https://getsupport.apple.com. Apple appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests; we apologize we were not able to do so in this instance. Apple considers this matter closed. Sincerely, Apple Inc.

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