ComplaintsforHarman International Industries, Inc.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had a *** speaker. It broke. I called ***. They gave me a discount to use. This discount was only useable on harman.*** Harman International Industries, Incorporated. I personalizeda new *** charge 4, and used ****** as a payment. This payment was completed on August 4th. I was given a time 7 to 10 business days. We are now 11 business days in with no confirmation of being processed, completed or shipped. I have called multiple times about this item and made attempts through chat as well. I have pictures of everything from order, to design, payment, transcripts. At this time I would like my *** speaker to be completed within 24 hours and expedited shipment at no additional cost to me.

  Customer response

  08/21/2024

  I am in contact.  They are being very helpful.  Hopefully soon they will ship my item. 

  Customer response

  08/23/2024

  The product was created and shipped promptly.  Thank you so much for this quick resolution.  Harman audio was prompt and helpful polite and quick to fix the problem.  This case is now closed

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I had a *** **** *** in Blue that were defective and was approved for a replacement. I returned the product and was told they received it but in a gold color. I told them I didn't have an idea and or it was a warehouse mix up. I was told my replacement would be sent and would receive a track number which I never did. I'm very patient but this has gone to far.

  Business response

  07/17/2024

  Dear BBB,

  Thank you for making us aware of this complaint. We've reviewed in detail the customer's interactions with us. Mr. *****, sent us a proof of purchase that shows a blue headphones recently purchased and therefore within warranty. We proceeded to initiate the warranty replacement process and asked Mr. ***** to return the malfunctioning unit to us, however when our returns center received the package, there was a gold headphones of the same model (not the blue color we were expecting), which is out warranty. Harman has sent back the incorrect headphones back to Mr. *****, once we receive the correct unit, we can continue with the replacement process. 

  Sincerely,

  Harman Customer Experience Team

  Customer response

  07/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:I honestly don't know what happened at the warehouse. I Own numerous *** products and you can verify. I have had a few products that go defective but over great customer service. I'm very upset I'm getting treated this way. I spoke with numerous agents and was told my replacement was in progress to be shipped. I was lied to numerous times. I never sent any gold earbuds and this most likely is a warehouse mishap and a loyal customer like me is treated this way. I hope you reconsider your options. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Called customer support cause ***** *** just stopped working tried to get replacement stood in the phone for an hour just for them to tell me it’s outta warranty I need to buy new speakers every year then employees couldn’t even tell me where to locate the serial number I had to search on you tube to get the info myself supervisor came off super in caring told me to purchase new speakers they won’t replace he gave me a 35% off code which I tried to use to get *** ***** * and guess what it doesn’t work total waste of time reps are very uninformed and also just realized I was given refurbished speakers instead of new ones to begin with I’d like a refund or some ***** *’s please thank you

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased a pair of *** headphone's from the vendors website directly: Harmanaudio**** for $169 plus tax. I did not like anything about them because I need them for running, gym, etc and they are super heavy on me. I chatted with customer support and he said he'd send me a different pair I thought would work fine (that was on their website) the *** endurance for $99.99, I thought as an exchange and refund the difference, that's fair... No big deal I thought, and I love the new exchanged pair... Now their saying they cannot refund me the difference and only offer me a different replacement? When everything I did was within my time frame, I returned them perfectly, never even used them because of how they felt. And now I'm getting no response, I'm being as respectful as I can and I need help somehow. I just don't know what to do, may not seem like a lot of money, but these were the nicest headphone's I've ever bought myself, now I feel like I've gotten scammed. Please help me ):

  Business response

  06/26/2024

  Dear BBB.

  Thank you for letting us know about this complaint. We've managed to work with the customer and replace the unit with a comparable product to the original purchase.

  Sincerely,

  Harman Customer Experience Team

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/22, I placed an order for a *** speaker. Reviewing the order before checkout, it reflected free shipping; however, somehow, upon clicking purchase, the shipping changed to 2-day shipping with a $25 fee. I immediately contacted the company and was assured by customer service that the order would be cancelled. Based on that I placed a second order with correct shipping. However, later that evening, I got a notification that the first order had shipped. I again immediately contacted customer service and was told that the $25 shipping fee could just be waived, and the second order cancelled. I then got an update this morning that they were refusing to waive the shipping fee (despite prior promises the first order would be cancelled) and still working to try to cancel the second order. This way of doing business is unacceptable - again, this should have been rectified within minutes of the first order taking place, and instead I am now out a ton of money with no apparent recourse despite assurances from customer service.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Why did you hire foreign customer service and make it difficult for me to understand what they’re saying much less than not knowing the product at all so 11 minutes into the conversation I have a accomplished nothing because the incompetent foreign customer service person I talk to does not know his product. What is wrong with you JBL you just lost $150 in orders because I’m returning all of it I don’t need this.

  Business response

  05/16/2024

  Dear BBB,

  Thank you for forwarding this complaint. We're sorry that our customer support did not meet the customer's expectations.

  We see in the cases logged in the system, that there was a question related connecting the headphones to a TV via Bluetooth. We answered that the item can be connected  to any BT enabled device.
  

  Unfortunately, it appears (based on the customer's comments) the customer returned the unit, therefore there's no further action needed for this case.

  Sincerely,

  Harman Customer Experience Team.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello, I’m have a serious problem with this company. It’s ******* which is harman/JBL. They sent me a microphone that was not working. So I sent it back to them. *** then lost the package and cannot find it. I reached out to *** and they did some claim thing to have *** look for it. *** couldn’t find it, and *** is refusing to help me any further. No replacement option and no reimbursement option. I’m in complete shock about this. It’s ridiculous and I really need help. I’ve done everything I can do to get them to help me. The tracking number for this package is ******************. When *** told me the claim was denied they said to call *** and talk to them. I called *** and they told me there is no reason that it should have been denied and to have ***/Harman to resubmit the claim. I told *** about this and they said to wait patiently. Then 24hrs later said I’m denied. Please someone help me with this. This was a really expensive microphone and I shouldn’t have to be out this money.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a product from this company and the item was shipped to the wrong state and the company is unwilling to help me get my product. I made a claim with the company which they denied saying that it was my fault for entering the wrong address online. I have never been to the town where the order the shipped to. I did not enter the incorrect address. The total cost of the order was $89.95. I feel that the company is acting fraudulently. Don't do business with this company!

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 2/03/24, I received the JBL Party Box 2 Go Speaker as a birthday present from my Great Aunt. Upon first weeks use, I noticed that the battery wasn't lasting long at all when fully charged and unplugged. It continued to downgrade from there to the point where now it just doesn't even have any battery registered whatsoever. It doesn't power on or anything of that nature. I tried dealing with technical support via JBL's technical support over the phone and spent hours trying to troubleshoot the speaker. With numerous representatives there, they refused to offer a replacement as a remedy, which to me should be standard practice, moreso when this isn't a $20 speaker. We're talking a nearly $400 purchase, when you factor tax and whatnot. I don't feel that I'm asking for much by asking for JBL to promptly replace the speaker with the exact same speaker or one of equal or greater value.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 16th my house burned down . They said they would give me 5000$ when they received the speaker not after they received the speaker and did a diagnostic on it. They are giving me the complete run around and blaming on how long it took me to send the speaker .. when I am still homeless with my 4 year old daughter because the down payments on places are insane . They said last night they are getting closer … I asked what does closer mean ? They said they will have someone reach out , I’m not even getting the amount for the amount of things I’ve lost nor the reaccuring things I’m dealing with because my house burned down from a JBL SPEAKER . They are acting as if they are going to work on the amount with me due to it taking this long as it’s already been almost an entire year . The service and how they are dealing with this situation is not professional or good business at all.

  Business response

  04/04/2024

  Dear BBB,

  Harman is currently finalizing the response regarding this unit and next steps  and will have a concrete response to the customer by the week of April 8th 2024. 

  Thanks,

  Harman Customer Experience Team. 

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because I have constantly asked for them for compensate how long it is taking as well as in I just paid 6400 to get in a new place … due to my house burning down I have lost employment this is really inconvenient for me . I was told also after we figure out what happened with the speaker we would reconsider the amount . I just feel like for how unfortunate the situation is they would treat the situation better . 
  
  Sincerely,
  
  ********* *********

  Business response

  04/10/2024

  Dear BBB,

  Harman provided a response via email to the customer this week, informing her of the results of the lab analysis of the unit. In summary, the analysis uncovered that the JBL Charge 4 was not the root cause of the event that happened in the customer's home and as a results Harman was never liable for this event. 

  In the interest of customer experience and closure, Harman will not pursue further steps from the customer at this time and consider this case closed.

  Sincerely,

  Harman Customer Experience Team

  Customer response

  04/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  You cannot go against fire officials and fire investigators, who said an investigated that the root of the fire was caused by the JBL speaker. I will be taking this to cival court. Also, as you guys are breaking contract, I signed the waiver and release stating that you guys would release the second payment after receipt of the JBL speaker. 
  Sincerely,
  
  ********* *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩