ComplaintsforUltimate Ears LLC
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Complaint Details
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Initial Complaint
07/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Another very unhappy UE Drops customer. Left earbud died, product out of warranty by only six months, company refused to help whatsoever. Absolutely ridiculous lifespan for such an expensive product. Happy owner of UE10 molds but will never buy from Ultimate Ears again.Initial Complaint
05/31/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased UE Fit headphones which I enjoyed using, though the sound wasnt great, because they were comfortable & didnt fall out, but they had many issues and after 16 months, only 4 months out of warranty, they stopped charging all together. I contacted support, nothing could be done, so they offered me a 20% discount as consolation. Now the earphones I had purchased dont show on their website and after a ****** search I see they are listed as Logitech for the same price and look exactly the same except they have an L on them. If only I had seen reviews like Ive seen here and on other sites warning me that they wont last & at that price they really should, especially if one is careful with them as I was.Initial Complaint
04/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased these custom earbuds and after some adjustment in the fitting, was very pleased with them. 16 months into ownership, the left earbud stopped charging and the battery died. Long story short, even though the written warranty states that they will repair them for a fee if they are out of warranty, they refused. now I'm stuck with a useless set of custom earbuds that probably don't have 100 hours of use on them. TERRIBLE customer support. They offered no other solution. Just basically a "sucks to be you" kind of attitude. I am a musician and have custom IEM's from another manufacturer. I wouldn't even CONSIDER replacing them with anything branded Ultimate Ears. I steer all of my musician friends away from them now, also.Initial Complaint
01/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a pair of custom earbuds from Ultimate Ears Pro. The warranty on their website clearly indicates that "Ultimate Ears Pro Products can be repaired if necessary" if they are in or out of warranty for a flat fee. My custom earbuds failed at 15 months, 3 months out of warranty, and I was told they are non-repairable & non-replaceable. Now I have a $449 pair of earbuds that are non-functional and no way to repair them, in spite of their written warranty clearly stating they are repairable.It is unacceptable for a company to abandon a product after a year on the market and further completely disregard written warranty guarantees that do not carve out an explicit exception for this product. I would have never bought a pair of custom earbuds if it was disclosed at purchase time that they were non-repairable.Initial Complaint
01/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased UE drops and from the start, they sounded very subpar with almost a slight hissing noise certainly not the quality I expected from a pair of earbuds that cost in the $400 range after going through the customization process. Then, one earbud stopped working suddenly. Now only my charging case will connect. I tried the troubleshooting to no avail. This is just so ridiculous to have these issues with what was promoted as pro-level earbuds with a price that more can access (vs their exceedingly high pro and premier brands).Initial Complaint
10/26/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased an Epicboom from the website. The order arrived and the speaker was missing from the box, so I never received the product I paid for. Extremely disappointed, I tried calling and contacting support, not only did they get my email wrong and send a support ticket to an email I didn't use for the order, it has been multiple days with no response, or contact from the business.Business response
10/26/2023
Dear *****,
Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling. Our UE team has reviewed your case, and will be in contact for further steps within ***** hours.
Best regards,
Logitech Inc.
Customer response
10/26/2023
Until a refund has been provided I will not accept the business' response.Business response
10/27/2023
Dear ****,
Were happy to confirm an email was send on 10/07/23 via ticket: ********. If you have not received the email, please double check your spam/junk folders.
We appreciate your patience and cooperation.
Best regards, ?
Logitech ****
Initial Complaint
06/20/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I purchase UE drops August 2022. The right ear stoped working last week. I have sent multiple emails to their support without response and have called now 12 times. Each of which said it was a 3 minute wait when in reality every calls was ********************************************************************* to take your call please leave a message. I spent nearly $500 on these wireless earbuds only for them to break down and the battery fully die in less than 10 months. *** tried for over a week to contact them and am at my **** end.Business response
06/22/2023
Dear ****,
Logitech appreciates you contacted us to resolve this matter and we apologize for the inconveniences in your case handling.
Were happy to confirm that a response to resolve the issue was sent yesterday June 21st via ticket: 336529
We appreciate your patience and cooperation.
Best regards,
Logitech *************Initial Complaint
04/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased UE Drops, a custom fit wireless earbud. Upon arrival of the product, they were unable to connect to any device. I followed all available steps to hard reset and resolve the problem provided both by UE's documentation as well as their chatbot, however nothing helped. When trying to get in touch with an agent I was either:- Never able to reach one on the phone, their line rings, says no agents are available and to call back later, then hangs up (no option to hold for an agent)- Never able to reach one via the live chat, even when the 1st person in queue at time of advertised support opening. The chat eventually just disconnects and says no one is available - Never able to reach anyone who can provide support via email. All agents reply to a ticket saying it was sent to the wrong department (UE Fits) and that they would create a transfer ticket, that never has any progress made I've done everything I can to reach someone to help me either resolve the issue with the hardware, or to get a refund and return the item. At this point I am so frustrated by the horrible customer 'support' that I don't want the product and will gladly return it for a full refund.Business response
04/26/2023
Dear ***,
Logitech appreciates you contacting us to resolve this matter, and we apologize for the inconveniences in your case handling.
Our team has reviewed your case, and will be in contact for further steps.
Best regards,
Logitech *************Initial Complaint
03/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased Magaboom 3 speaker 6/11/22 at Best Buy. 2 yr warranty. Stop playing last week. Emailed company, sent requested info. They approved NEW speaker to be sent to me. I was told they would email with shipping info. Never did. I Emailed again, return automatica email, problem with shipping. Called, no return called.. emailed again, rep said it was problem with computer system. Couldn't bring up order. Would call back. Never did again. I want my $180.19 returned to me at this point. Have also filed VA and CA Attorney General Complaints.Business response
03/17/2023
Dear ******,
Ultimate Ears appreciates you contacting us to resolve this matter and we apologize for the inconveniences in your case handling.
We would like to confirm your replacement device was already sent.
We appreciate your feedback as it helps us improve our products and services.
Should you need additional support, please don't hesitate to contact us.
Best regards,
Ultimate Ears Customer CareCustomer response
03/17/2023
I don't have a NEW replacement speaker in my possession.Business response
03/21/2023
Dear ******,
Ultimate Ears appreciates you contacting us to resolve this matter.
As per tracking number, they were delivered on Saturday3/18/2023
*****************************************************************************************
Should you need additional support, please let us know.
Best regards,
Ultimate Ears *************Customer response
03/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
.m
Regards,
*************************
Initial Complaint
01/04/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Christmas of 2021 I received a gift I was totally excited to get my UEfits I have used them a handful of times only to one day the right ear bud stopped working. As I see with the reviews this is a common problem not one of the purchasers fault but most likely a production problem. I contacted support to which they declined a replacement, I was one month past my warranty. I have never had such a horrible customer service experience.Business response
01/09/2023
Dear *****,
Logitech appreciates you contacted us to resolve this matter, and we apologize for the inconveniences in your case handling on ticket 303081.
Were happy to confirm that after reviewing your case, an exception will be made to replace your UE Fits as a one time courtesy.
We appreciate your patience and cooperation. A member of our support team will be reaching out shortly.
Best regards,
Logitech *************
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Customer Complaints Summary
20 total complaints in the last 3 years.
7 complaints closed in the last 12 months.