I purchased AKG K712 Pro headphones (£215) in October 2024. After developing a known manufacturing defect (left audio failure), I contacted support with extensive evidence of this being a widespread issue.Initially, they suggested a refund would be processed upon return inspection, citing stock issues. This was key to my decision to return the item. However, after receiving the headphones, they unilaterally decided to repair instead, despite:- Previous discussion of refund- Documented history of manufacturing defect- Likelihood of fault recurrence- Initial acknowledgment of stock issuesWhen challenged, they dismissed their previous communications as merely "goodwill" requests, refusing to escalate to management or explain why repair was "the only possible solution."Pros:- Initial communication was prompt- Free return shippingCons:- Misleading communication about resolution- Refused management escalation- Ignored documented manufacturing defect- Changed agreed resolution without consultation- Poor handling of customer concerns- Lack of transparency about repair decisionI would not recommend dealing with this company. They appear cooperative initially but don't follow through on discussed resolutions. Save yourself time and purchase elsewhere.Edit: After speaking to support, they are now continuing actions in bad faith.1. Initial promise of refund, changed to repair2. Subsequent agreement to refund after escalation3. Three weeks of processing delay4. Now attempting to convert refund to store credit without consent (after mentioning they'd refund to the original payment method).
