Complaints

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/10/24 I purchased equipment directly from Shures website. When I received the equipment I couldnt get it to work. I went through extensive troubleshooting with the company and could not get it working. I didnt think of returning it or getting a refund because I wanted that specific equipment. I also took it to a couple professionals *************** Geek Squad) as well as bringing it to a local recording studio who uses the same equipment and it did not work. I contacted the company several times and was transferred or given another number. I was told that Shure actually does not do their own repairs, and even though I purchased the equipment directly from Shures website it counts as a 3rd party because they outsource their retail channels. Then I was advised I would have to pay for shipping in a warranty repair, send it in, have it fixed (although brand new equipment should not have to be fixed). The online repair form would not submit successfully and the paper form is for a business. I am not a business, I do not have a tax certificate or a dealer account number which the form indicates as being required. None of which was required to purchase. Their online processes and policies are misleading and nobody in this company will take ownership of the issue. All channels denied escalation of the issue beyond a call center floor supervisor. I have been trying to resolve this matter for going on 4 months and Im out of options for resolution. At this point I no longer want any of the equipment that I was so excited to get because the quality of the product or support is not what was advertised prior to purchase. I feel I have no choice but to request a refund for the entire order, it is all Shure brand, required to operate the defective microphone, and all on the same order.

  Business response

  07/03/2024

  Hello, 

  Our Retailer, Retail Solutions reached out to the customer(*********************) to resolve her complaint. They are sending the customer a return label to ship her products back to their returns warehouse. ***** will receive a full refund once items are received and processed. 

  Thank you,
  
  *********************
  Regional ******************* /US Service
  Shure Inc.
  945 ******** Dr.
  Wheeling,IL 60090
  ph.************
  email:gatesj@ Shure.com

  Customer response

  07/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although, I have concerns with the complaint being closed prior to the issue actually being resolved. I attached documentation validating the reasons for concern. Both packages were labeled per Shures instructions, sent from the same location at the same time, *** is showing as delivered to the same location at the same and received by the same person, however Shure has only confirmed receipt of 1 package. I called Shure and spoke with ******** regarding my concern. He could not provide additional information at the time and advised me to wait 2-4 or 10 business days, which would fall beyond the mandatory response date for this complaint. I appreciate the offer for resolution, but I have to say this brings a shadow of doubt that it will be resolved. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I opened a support ticket (#********) to get a replacement bracket that came scratched/damaged out of the box from the factory. This bracket connects via two thumb screws and a hex s**** that is exposed. It's a simple bracket with no electronics, wires, etc. It holds the microphone onto the *** connector/mount.They refuse to send me the replacement part and instead told me if I even tried it on my own, they would void my warranty (which I believe is illegal under the *** Warranty Act), which will be my next report I make.They also offered the solution of returning it to a local vendor, but if it's out of stock, I can't proceed with an exchange anyway.

  Business response

  12/05/2022

  Complaint ID# ********

  I was able to research the customer inquiry requesting a bracket be sent to him, regarding a recent microphone purchase at ****** Center.

  The customer purchased a microphone, and the provided a picture that the bracket was scratched.

  He reached out to Shure, and requested the bracket be sent out to him so he may replace it.

  The **************** Representative advised the customer to return the unit to ****** center for an exchange.

  If he is not able to return to ****** Center, he may send into Shure for the bracket to be replaced.

  The customer did not care for either option.

  I reached out to customer and advised him that I will send him a new unit in exchange for his unit.

  I will also send him a *** call tag so he may return his unit to Shure.

  The customer agreed to this option.

   

   

  Customer response

  12/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩