yes, I do customer service from time to time, software related issues. 
No, I’m not a racist at all, but I’d think many people in US are not happy with offshore customer service, regardless where it is (Asia, eastern Europe). If you are from US and you disagree, you are the minority
yes, two headsets are messed up. 2 out of 2 which I tested. so it’s 100% from what I have tested. Because company offered to replace these with another model and Adam (hope this doesn’t get hidden because I mentioned supervisors’ name) agreed this would be the best option to replace these with a different model and keep the rest new however, it’s been almost a week since I talked to Adam. I did what he told me to do, I even typed what he said in the email, part of which was a request for manager’s callback… Well, since then lovely offshore support has been sending me daily emails with some unrelated junk. I replied to every email asking for the manager’s callback
Do you want me to paste all the emails? See at last 3 January replies to my email from December 30
My email dec30
I spoke to customer service supervisor Adam and he is under the impression that this model is not the model for me to get replacements for because of all the known and unknown issues this model has (as you may know, I have tested 2 sets, they have 2 different issues)…, so I’d like to replace this product with a different product. All 9 boxes I have (7 are still sealed, but I don’t want to waste my time troubleshooting it, unless I get paid for doing QA your employees should be doing
their replies -
1
Thanks for getting back to us.
Again, we apologize for any and all disappointment and inconvenience caused! We asked the call team to call you for the issue a few days ago. I’m sorry to learn you still haven’t received their call. In this case, we will call you ASAP.
2
*Thanks for getting back to us.
Regarding the replacements of different model, would you please let us know which model you are interested in and we will see if it’s possible? Before we send you the replacements, we will provide a prepaid shipping label for the returning of all the headphones.
3
If you’d like another phone call, we will arrange one for you. But our call team in the US will be on vocation in the next two days. So the call would be arranged two days later.
Thank you for your time. Once we hear back from you, we will move forward!
I’m sorry Adam didn’t give you another call. Yes, the manager is in the US. We have forwarded your request to him and hope he will call you ASAP.
All I kept saying in my replies was - I want to talk to the supervisor - Shane Soundcore Customer Support Manager (Adam told me to reply to email sent by Shane)
I’ve been waiting for the promised callback for almost 2 weeks now. I did get a callback from Adam, but only after I called myself and was promised a callback within 5 minutes… I got callback in an hour instead, we had a good conversation and since Dec 30 I’m waiting for another callback (should be Shane, but offshore thinks it should be Adam, even-though I’ve been telling them Adam has told me to ask for Shane.
I think offshore maybe under too much pressure from all the issues they are dealing with… That could explain why I got so many emails in December about the receipt issue (posted above)
Have a nice day! 
P.S. Like I said - they are very polite
P.P.S. As I have mentioned before, these were purchased as Christmas gifts. Obviously, after 2 out of 2 failed miserably I couldn’t give this product away as gifts… So, opening and testing every single one (by using them for way over an hour each for an already known issues) makes it… not such a good gift…
I can’t imagine anyone disagreeing with me… anyone but…
I don’t know what it’s like in other countries, but are there any Americans on this thread who disagree with me?