Jim sent a message to Dinesh Paliwal Chairman, President, and CEO, Harman Email Address that said:
I am writing to you about the lack of customer service support at your company.
I ordered a set of JBL headphones as a Christmas present for my son on Thanksgiving Day (11/26/2015).. On 12/3 I received an e-mail stating that my package had shipped and it included the UPS tracking number which showed that the label had been printed but the package had not been picked up by UPS. I tracked the package every day and saw no change in pick-up status, so I e-mailed Customer Service on 12/6 and got a response that said it was waiting for pick-up. I waited a few more days and called customer service and was told they would look into it and get back to me - they never did. I called again a few days later and was told they would investigate with UPS and call me back - they never did. I called again on 12/18 and your rep was very happy to give me the tracking number I have had since 12/03. I told him to cancel my order and refund my money as it was obvious I would not be getting the headphones in time for Christmas. He said that this was not possible as they showed it was shipped even though UPS shows that it was never picked up. I asked to speak to a supervisor and Renen got on the phone. He was very polite and apologetic but said I had to wait for UPS to investigate. I explained I had called and been told this previously but had not heard anything. He promised he would call me back that day and move this forward. I received a call from UPS asking if I had received the package - I told them I hadn't. Renen called me back and said he would send out a new set of headphones. I asked him to check stock as your website showed you wouldn't have any available until 1/29/2016. He said I was right and now he would contact the warehouse and process my cancellation. He promised to get back to me by early the next morning - he did not. 4 days later I received another call from UPS asking about the package and an e-mail from Renen stating that he was still waiting for the results of the investigation and would get back to me. It is now another week later and I have not heard anything new nor received a refund. This is now more than a month since I placed the order and more than 3 weeks since I started asking about the status of it. I feel that this is an incredible amount of time to wait - and there is still no resolution to this. This was a big disappointment to my son as these Steph Curry model earbuds were what he wanted more than anything else for Christmas. Please cancel my order and refund my money. If you would like to discuss this with me or if you have any questions. Thank you.