Useless customer (dis)service
After three months of unfruitful contacts with Harman customer service in Europe I am very frustrated and upset. I have two Citation home theatres (multibeam 700 + Surround + subwoofer) and one pair of Citation Tower, all bought online in Belgium in January 2022, they are now in Portugal where I moved in October 2022. In July 2023 one of my multibeam 700 stopped working in connection with the two surrounds speakers. I have been on email contact with harman customer service since, and we exchanged at least 25 emails in which every time I received new instructions to try to make it functioning. After more than six weeks, the customer service gave up and told me to send bar and speakers to Harman representative in Portugal. It took them some additional four weeks to find out what the problem was, but when they ordered parts for the reparation, I received an email saying that the customer service made a mistake in telling me to send the speakers and soundbar to Portugal, as they should have been sent to Belgium. This was accompanied by the usual unhelpful instructions about resetting the bar and asking for the serial number of the speakers – which I cannot provide since the speakers are not with me.
Those emails were written ach time by a different representative, thus nobody was really understanding the problem / had a complete vision of the situation, and they did not take into account what I was told and replied before.
I was told that the representative in Portugal will send me back the speakers and I should send them to Belgium. Carbon footprint apart – and this seems a pretty unresponsible thing to do from the environmental point of view – why can’t they arrange the shipment instead of having me pay for a second shipment: all considered, I sent the speakers to Portugal following customer service's instructions. When I asked at the very least to be reimbursed for the cost of the shipping to and from Portugal, I was told it would not be possible.
customer service poorly trained and unhelpful is a customer disservice indeed!!!