In what is probably the second-worst consumer complaint we’ve received, Millard is mad at deal-a-day site Woot because he bought a black iPod from them and it came with white headphones. He demands black headphones. Woot needs your help in solving this consumer crisis.
Millard does not care that Apple only makes white ones (unless you’re getting special U2 iPods, which this wasn’t). Now he wants Woot to pay for the black headphones he was “forced” to buy so they would match. It was very important to both him and his daughter, for whom the iPod was a birthday gift, that the headphones and iPod matched.
Woot.com was actually the ones who forwarded over the email exchange to us. They’re hoping that Consumerist readers can offer advice on how they should react to the situation. At the bottom of the exchange posted below is a poll where you can write your tips and vote on other others’. Woot has promised to take them under advisement.
“From: MillardR
To: Service; Woot Member Services
Subject: Error in color ….
Hello,
I received the item I ordered, but the ear piece was shipped to me in “white” rather than in “black” to match my black iPod.
Can you help?
Millard R
–
Woot Member Services wrote:
Millard,
Apparently the people at Apple are not fashion-sensitive because those ear pieces only come in white. We apologize for this but unfortunately there isn’t much we can do for you in this case.
-Rutherford
–
From: MillardR
To: Service; Woot Member Services
Subject: Re: Error in color ….
Hello Rutherford,
I never knew that this piece was going to come this way, and if you ask me (your customer) I fell that Woot should inform their customers of this type of detail issue. Well … it now cost me an additional $29.00 to purchase a black set of ear plugs (that are for sale) to match the IPOD that I purchased from Woot in Black. How is this fair
to me …. the customer that feels he was mislead?
I hope you can do something to off-set my additional expense.
Best regards,
Millard R
–
Woot Member Services wrote:
I’m not sure how you felt mislead. The picture shows white earbuds. As a matter of fact, I looked back at other iPods that we sold and ALL the earbuds were white.
Rutherford
–
From: Millard R
To: Woot : Service
Hello Rutherford,
I’m really surprised to see that you’re (WOOT) is taking this stance against one if its customers. The reason I felt mislead is because I was asked to select between “White” or “Black”, and I was under the assumption that, again “White” meant totally “White” and that “Black meant totally Black”. It never mentioned that only to IPOD itself
would be affected by the color, and that the other accessories would be shipped in a standard White color.
That’s like purchasing a new car in the color of your choice (Blue) and when you finally take it home and you open the hood or truck … its pink in color. Well when you call your sales person and report your finding, the customer support person states that it only comes in that color. Well if you were never told this information, would you feel mislead just because you never opened these areas to check for your self. Well … I feel mislead, and so did my little daughter that received it item from us for her birthday!!!
Please review your customer satisfaction policy to see if there is any language within that takes care of your customer … under this type of circumstance.
Please advise,
Millard R.”
(Photo: bbatsell)
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I understand why the man is all fustrated about the white headphones. He’s worried about his daughter’s safety. Every thug knows that white headphones mean they have an Ipod, and that leads to a mugging.
Assuming makes an ass out of you AND me… bad joke…
But seriously, consumers need to be INFORMED before making assumptions about a product.
No, it’s not like your car analogy. It’s like when you buy a red car but wanted it to be driven by pink bunnies made of easter candy. Because they DON’T EXIST.
Jeeeeeez.
Any functioning human would know apple only made white ones. I highly doubt the daughter would care. Sounds like some stupid soccer mom to me.
I’ve used Woot successfully many times but they have been misleading in the past. For instance, I purchased some webcams from them that were “new” and they came OEM (not mentioned in the description) and had clearly been used before. I like Woot, but I wrote them asking about it and they never bothered to respond.
You win some, you lose some I guess.
This may have been mentioned earlyer, but I am gonna be lazy and not read through all the comments. White earbuds are practically a friggin apple ipod trade mark. In fact fiirst thing I think of when somone starts talking about an ipod is white earbuds. Apple had an entire ad campaign that was pictures and video of people wearing WHITE EARBUDS how ignorant can this person be to not know that unless they live in a cave that they dont leave and do not own a television. If thats the case why in the world would they be purchassing an ipod for their daughter. I say they are just being a rotten consumer some people will never be pleased. Sounds like you just met the lowest common denominator.
Ask the customer to return the iPod, stamp on it until its in several pieces and return it to them with a compliments slip. My god what a moron. If the spoilt brat acts anything like its parents she has no hope of getting on in life.
The other half side of the iPod is silver also, is the customer going to then complain about the color of the headphones only being black and not color coordinated to match the black and silve on the ipod? Where does it end?
I say offer to send the customer back their money and be done with it.
$29… what a sucker.. you can get the apple ones for like 99 cents on ebay. you can also get some really really high quality headphones that blow the default ones away for $29.
In all seriousness, the thing that gets me is the “consumer” didn’t give Woot any real opportunity to pull a pair of old black earbuds out of some drawer somewhere before purchasing the expensive “replacements”. On those grounds alone, maybe a giftcard, offer to take them back, but the customer really just needs a smack on the head with some blunt instrument.
i really thing the CSR was a jerk in the way he was speaking to the customer. he was sarcastic and didn’t try to hear the customer’s point at all. The tone of the email might have made me upset as well. I coach people on customer service every day, and though i wouldn’t broadcast it i probably would have offered to meet the customer half way and pay for half of their headphone purchase. I to would have explained that Ipods only come with white headphones, but i still would have given him a credit…maybe store credit that way i didn’t have to send the customer a check…
I work for Consumer Protection in Western Australia and I get calls like this daily.
Consumer – You dickhead, don’t ever assume. Ask the question. You had a change of mind – You’re not entitled to anything.
Grow up, and learn to think for yourself.
I would let Woot know, that losing some customers is inevitable – you can’t always meet all needs, especially when you have an irrational customer.
Woot already has quite a cult following, and I don’t see it being effected by the nut-jobs out there, anytime soon.
In other words, offer a refund, or tell them to suck it.
What… this is ridiculous. I don’t think Woot should pay for the consumer’s expense because he assumed that the headphones would be black. Anyone who has ever bought an Apple product knows that most of their product accessories come in a standard white format–especially when you’re buying something like an iPod or anything audible.
I don’t believe that Woot should pay the $29.00 as the consumer could of easily bought headphones that were cheaper then that, and in the color black. There’s no point in buying a $29.00 pair of head phones when you could easily get one of the same quality in a $10.00 pair of headphones.
I think the consumer is just trying to get free money from Woot.
Woot is doing a fine job of handling the consumer complaint. And if the consumer really feels like they want to return the item, then they should just follow the standard return policy. Granted, they already gave it to their daughter so *shrug*
1. ipods have only been known for their signature WHITE headphone since they came out almost exactly SEVEN (7) years ago. I don’t see the issue.
2. Who buys $30 ear buds seriously? (yes I know there’s a difference but for most people it doesn’t matter) I own a pair of Razr headphones from Woot that retail for $30 but I think I paid $15. I’m a audiohpile but I’ve used Nintendo DS headphones before and been fine. I’ve lived and survived the HORROR of owning $10 headphones.
3. sounds like “but dad I want THOSE headphones, I can’t wear white ones those are lame.”
If your biggest problem in life is that your headphones don’t match your $150 music player you’re doing pretty well. Seriously, get over it.
My sympathy-meter’s needle isn’t moving. Is that bad?
All of the poll options are too generous for my taste. Woot fairly portrayed the items and their condition, so ‘send the whole thing back for a refund’ seems like the only logical option here (and even then… because the headphones weren’t black?).
My hat is off to Woot for coming here with the question.
if it was that big of a deal, s/he could have just emailed customer service and ASKED if the headphones were black or white…i don’t think laziness should be rewarded. 30 bucks is a decent price to pay for a lesson like that.
From woot’s own website:
“Will I receive customer support like I’m used to?
No. Well, not really. If you buy something you don’t end up liking or you have what marketing people call “buyer’s remorse,” sell it on eBay. It’s likely you’ll make money doing this and save everyone a hassle. If the item doesn’t work, find out what you’re doing wrong. Yes, we know you think the item is bad, but it’s probably your fault. Google your problem, or come back to that product discussion in our community and ask other people if they know. Try to call the manufacturer and ask if they know. If you give up and must return it to us, then follow on to the next FAQ entry. “
Looks pretty cut and dried.
I don’t even get how this is a problem. For Millard, I’m sure not having black headphones is a problem, but there’s no reason Woot should want to keep this customer.
Reasons:
From what we at the Consumerist have discussed over the past few weeks, I’ve gleaned that:
1. Men don’t tell their friends about their poor experiences as much as women do. Example: [consumerist.com]
Millard is a man (I think), so it’s not as likely he would tell his friends. If his daughter were to tell her friends, they would all go “O-M-G!” and forget about it within 10 seconds.
2. Awesome that the iPod is a gift, but there was a photo that depicted white headphones. If you weren’t focused enough on what you were doing to see the white headphones, I don’t feel sorry for you.
3. Millard should’ve just asked whether the white headphones were a mistake, whether there are black ones available (through Woot or if Apple made them) and once he was told, “No, Apple does not make black headphones to go with the iPod” he should’ve either sucked it up or bought his own headphones, WITHOUT asking Woot to compensate. It’s not Woot’s fault that Apple only makes white headphones. He’s not going to return the iPod, his daughter’s probably already using it.
4. Blaming the innocent here. I don’t believe that Millard’s daughter is the one who is upset about the black headphones. Maybe she is, but Millard is either caving to his daughter’s (bratty) demands and has no parental gumption to say “no” or he is secretly the one who is upset and is blaming his daughter.
“I bought what you advertised and now I’m pissed because you didn’t send me something else.” Refund this idiot’s money and put her on a “do not accept orders” list.
@ GwynethAjax
Woot ownz.. I think I will go buy something from them just because of your dumb comment.
This guy is a cry baby, I’ve never ever heard of anyone caring what color some head phones are. this customer = IDIOT .. GO WOOT GO
@chumleyex:
At least she put time and thought into her comment and didn’t resort to name calling like a 5th grader. If her comment is “dumb”… yours is “truly retarded”.
Just keep drinking that Woot kool-aid… until you have a problem with your order and the cult turns on you.
This may sound crazy, but I can’t believe Apple is selling black iPods with white ear buds.
I thought they were the epitome of fashion conscious electronics.
I have to admit, I would’ve expected them to match. I mean, it’s _Apple_! It’s not like it’s some Creative Labs cheapo thing.
@RedBraid: Personally, I think it’s dumb that they don’t have black ear buds for their black iPods but Apple wants people to be able to tell that you’re listening to an iPod and the white ear buds make that obvious.
Of course then the question becomes, ‘Then why make the iPod black?’
Well, I can see where both the consumer and WOOT are coming from. WOOT, doing everything in it’s power to provide great customer service is trying to resolve the issue, but it’s more of an issue with Apple packaging than with WOOT. And the consumer wanted an ipod for a gift, and Apple has tried to instill in the general public that when you buy one of their products that it’s as much of a fashion/lifestyle statement as the clothes you where. Honestly I don’t know what WOOT can do, it’s damned if it does, and damned if it doesn’t. I do hope that someone comes up with something.
Why do I picture the girl receiving this iPod as having her “Super Sweet Sixteen” birthday on a yacht with MTV cameras covering her every tantrum?
My other tell him “I’m…sorry…in this circumstance.”
Sorry Millard. Unless you have been living under a rock for the last 7 years, you would know that Apple earbuds are white. I think they made a set that were specifically for a special edition iPod. Maybe the US edition? Anyhow, Woot.com has always been a great merchant. They have no fault in this customer’s stupidity.
I really hope the consumer sees themselves getting bashed here and realizes just how stupid they have been.
@gtabacchi:
I really hope the consumer sees themselves getting bashed here and realizes just how stupid they have been.
Yes… the world would be so much better if all companies shamed and bullied their customers on consumer web sites and held them out for public ridicule. I’m sure that kind of behavior would be good for the retail business. Maybe Macys and Best Buy can do the same thing! {ahem}
I would assume you have no problem with another company… say your bank… tossing out your supposedly private discourse in a public forum, right? How about it… is it ok for ANY company to do this kind of thing to you?
Just wondering…
@Ubermunch: Who would know that it was you? Unless you had already pissed and moaned enough on the Internet about whatever problem you had with the company, chances are no one outside the company would ever know who you were. It’s like being Batman, but a version that’s a bigger jerk.
@h3llc4t:
Could you please post your comment in a way that I can understand? Honestly, I have no idea what you are implying.
Have the customer send back the IPOD for a full refund and don’t do any business with them.
THANK YOU WOOT for asking Consumerist reads what should be done.
We LOVE ya WOOT and I LOVE ordering items from your establishment !!!!
I thought the Woot return policy was “suck it, you are shopping at WOOT.” I buy for the funny descriptions, great deals and attitude.
Woot, if it only costs you 29 bucks to get rid of this Millard moron then it’s worth it. Reimburse him for the headphones and then flag his account so he can never do business with you again.
I was going to suggest that Millards daughter needs to be smacked for being so ungrateful and petty but she’s just emulating Daddy who obviously needs a foot in his @ss.
HAHA, $30 for a pair black earbuds. Looks like he paid the Apple tax for those. Should have just gone to Wal-mart and got a pair of Sony earbuds (best I’ve ever owned) for $10.
Send her 3 complimentary bags o’ crap. Flames optional.
If Millard had bought the ipod at Best Buy, would he have tried to take it back because of the white headphones? If so, the fellows as Best Buy would inform him thats the way it comes, and if the matching of those two parts of the product is that important to him (or his daughter), then they would direct him to some headphones he can buy. This guy is ridiculous and WOOT has done everything they should. I hope they don’t give in and DO NOT SEND HIM ANYTHING.
Really….is it worth the stress for black headphones? I can’t believe this customer…..wow really? *scratches head*
Millard needs to realize that those white earbuds are going to break in less than a month. My husband I bought iPods on the same day and had our earbuds break within the month, almost on the same day. I’ve spoken to other iPod owners with similar problems.
So wOOt did him a favor by making him buy new ‘buds.
@redbess: Mine lasted for three years before my rabbit chewed through the cord.
Honestly, this is not Woot’s fault in any way. Just because the customer didn’t bother to do any research, or even look at the picture for an item that’s been sold for several years now (in various incarnations of course), shouldn’t mean the company has to suffer. Yes, at times there are misunderstandings, but this is just demanding too much.
I guess the real option would be to find the cheapest pair of black earbuds that are similar in size/shape/etc to the iPod ones, and then offer to either send a pair of those earbuds, or send him the amount they cost. Seriously though, you don’t have to spend $30 for black earbuds, that’s just him trying to milk them for more than he should.
Or he could have bought an Airtran ticket for $29 and kept the freebie black headphones.
OP is a complete pantsshitter. You see the way…
I’m amazed at the amount of free time some people have.
He’s an idiot. Apple has been selling their iPod line for 5 years of more and they have ALWAYS had white earbuds and cables. It’s a part of their marketing. Has he never seen their commercials on TV?? Tell him “we sold you the Apple product as it is manufactured, it is not our job to detail it to your specifications.”
I’ve shopped on Woot several times and it does not take much common sense to realize that what you see advertised is what you are going to get. I think Woot should just say they are sorry the customer was dissatisfied with his purchase and he can return it for a full refund or keep it as is. It’s not the resposibility of Woot to customize each customers order. If they give in to this guy, they can expect a lot more problems like this to start popping up. Especially now that they have Woot Shirt & Woot Wine.
Seriously…anyone that knows anything should know that Apple only makes white headphones. Big friggin’ deal. I mean since I have known about the iPod, I have known that they come with white earbuds. I think the customer shouldn’t get anything because of an assumption.
Tough shit for the customer. It’s fairly well known that iPod headphones are white. If they want black headphones they gotta buy black ones. It’s not up to woot to pay for them, since they’re cosmetic not necessary.
“Millard”… no wonder he/she/it’s angry.
Entitlement ahoy. The photo made it clear the headphones were white; also, pure and simple observation of iPod ads/the world outside Millard’s own butt should have informed him these things are only white. Woot has already been more polite than necessary to someone this clueless and entitled.
Personally, I HATE earbuds and purchased over-the-ear, noise-canceling headphones for my iPod, but I didn’t demand that anybody refund me the purchase price for something that is ultimately my own personal preference.
you gotta be kidding me.. ipods have been around for quite a bit now and have never came with anything other than those crappy white headphones. Obviously this person knows nothing about woot or (cr)apple.
this is disgusting, WOOT should just tell her that her point isn’t valid and she can take it up with their lawyers.
WOW! with a website called ‘consumerist.com’ where all I read is how people keep getting bad service from Best buy and alike, these comments are pretty discouraging.
This completely depends upon the business. What do you want to do? Earn someone’s respect so that they are repeat customers or are you expecting most of your customers to never come back? I ran a business, so here’s what I would have done. Give her a discount on new headphones, maybe have her send the old ones back. Tell him/her that you appreciate their business and look foward to more of the same in the future. Put a disclaimer on your website that states that headphones for Ipods are only available in White. This person will not gain much with two headphones, i believe she’s geniune in her concern, not trying to fraud you. Believe it or not, there are a lot of people out there that have no idea what an Ipod is, and how to use one. They usually buy it because their grandkids have asked them for it or something similar. Most of the commentors seem to be pretty rude, which again is pretty shocking considering they usually bitch about what kind of service they get from bestbuy and circuit city. have some shame.
Sean
I have owned 3 ipods they all came with white headphones apple doesn’t send you black ones, and had the customer or the daughter had a lick of freakin sense they would have known this. Go to Walmart, their white, Best Buy yeah them too, and everyone other place selling ipods tell this moron to go eff themselves and Ha I got a good laugh out of this. Personally my ipod is black and my earbuds are pink.
It is because of people like this they have the Caution Hot label on coffee cups.
I personally feel the customer shouldn’t receive a thing. Yes, he was polite in tone in his letter to WOOT’s customer service department, but why should he be reimbursed for something as menial as a pair of black headphones?
Also, his analogy of buying a blue car was probably one of the worst I have ever read. He was never misled, he was however, misinformed. ALL iPods come with white earbuds.
Like I said, I wouldn’t give the customer anything. Most consumers tend to feel as if they are privileged and the sad reality is that they’re not.