I bought a pair of custom moulded bluetooth earphones from Mercury Hearing at the bike show at Excel on 16th Feb, last month.
They arrived yesterday, six days before they were due, which is good. However, they don’t work. They would not sync with my mobile. I rang the company yesterday, spoke to Debbie, who advised that they need to be fully charged to allow them to sync. I said they have arrived fully charged, as I plugged them into the charger, and within a few minutes, the blue charging light went off, as stated by the instructions when fully charged. She said that they are only give a partial charge at their factory, and suggest a four or five hour charge. I complied with that, leaving them on charge overnight, which was about 14 hours.
However, this morning, I still cannot get them to sync to my Motorola G 3rd Generation mobile. To check it was not a problem with my mobile, or me even, I got three other bluetooth devices, and managed to sync each of them with no problem. I then called Mercury back, spoke to Julie, explained the situation, and she’s asked me to return them to her for repair. I asked “What is the turn around time on this?”, and she said “…it would be done urgently”. Again I asked the same question, she gave the same answer. I rephrased the question, and she said “A week”. Well I’m just about to get out to the post office to return them.
It may just be that I’ve got a dodgy one, and if so, I’m not too bothered. I believe that you only see what truly good customer service is like when you have a problem with a product/service, and see how the company deals with it. So I’m hopeful that they’ll sort it out.
When I was at the bike show, I was told that they have two year warranty, but outside of that, all repairs, regardless of how caused, have a flat fee of £40, which I think is good.
For the first time, I’ve made a review on a product, and have put this up on Youtube: