But what would you expect support to do? When you call a random callcenter agent the best they’re going to be able to do is comp you a new set of headphones.
Here's a response I expect. Take this as a model customer service response if you are in the business of selling (potentially) self-exploding devices:
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Dear <Customer Name>. Thank you for reporting the incident to us. I have escalated your report to the engineering team.
A representative of our company will be reaching out to you to inquire for further details to find out the exact cause of the malfunction to prevent it from happening in the future.
As our product have caused you harm, I may not assist you further, as all I can do is offer a replacement product. I have therefore forwarded your request to our Consumer Relations team senior specialist <Firstname Lastname> who will reach out to you by <timeframe> with regards to settling this in a manner satisfactory to you. They can be reached directly by <phone x extension> or by email at <email address>.
We take safety seriously, and we are immediately reporting this incident to CPSC, as we are obligated by law. You can do your part at the following web address: https://www.saferproducts.gov/IncidentReporting
Thank you so much for reporting this incident in detail, and helping us make our products safer for everyone!
It was more like a $20 discount. It took a bit of prodding for them realize this was a safety issue and get connected to the right team, but I had no complaints on that. No comment regarding the rest of the process, it's still too early. The intent of the article was to highlight a potential issue with a pretty common pair of headphones that's used in the tech world, and one that I used to personally recommend to people.
Even a "We're very sorry this happened and we will immediately raise to the next level to investigate" is a better reply rather than fobbing off with a replacement.
