[mrmarano]

So hey:

I spent a number of years cultivating a love of music listening through headphones. I like the experience more than using loudspeakers. For about a decade, I've been working my way up the ladder from so-so phones to pretty darn decent cans. Well finally, as a midlife crisis present to me, I decided to man up last summer and ordered a Desktop Max Amp/DAC rig and a pair of Grado GS1Ks from our good friends at Headroom. All arrived in grand shape and I stepped into audio nirvana for about 8 months. Ooh La La.

Then, for reasons mysterious, the amp blew and the cans went with it. No, I didn't plug/unplug phones with the volume up. I didn't play them at top volume for any length of time. I didn't pour coffee in it. I didn't use any part of the setup for tire chocks. It just worked one Sunday and didn't Monday night. I contacted Headroom and the gentleman on the line said send it back and we'll look at it.

Couple days later, Mike Olson, who runs the repair shop out there, calls me up personally and says something like "Yep, the amp was shot but it's fixed now and we're gonna send you a new pair of GS1Ks 'cause we can handle returning them to Grado and it'll make life easier on you."
"Your kidding," I said, stunned.
"Nope. We'll handle it."
"No questions asked?"
"Nope. None."

Okay, so I expected to hear something like I'd have to send the Grados back to Grado myself and deal with the manufacturer directly and it's not our problem and all the ragwater most dealers pour down your neck when you have a problem. I nearly passed out. Unconditional service. Didn't know it existed any more.

Mr. Olson handled everything and shipped everything back in a flash. Happy Happy Joy Joy.

But wait. There's more.

Turns out, the GS1Ks he sent had a wee problem. The left earcup assembly came away from the headband in my hands. Popped off like a broken flower bud. I emailed Mike in a panic. He said "Holy cow, that's inexcusable. Send 'em back and we'll replace 'em. No questions."

Now I'm spoiled.

I shipped 'em back and a couple weeks of close communiques later still no headphones. The GS1K shipment somehow had been delayed or waylaid and it'd be a while until they showed up. Mike promised to keep an eye on the problem. I had no doubts.

Then one day some customer unknown canceled an order which included a pair of GS1000s. Mr. Olson scooped them up and sent 'em to me, late shipments be damned. Now it's like I'm back to square one but better. Now I know I have some heavy duty audio gear, which believe me leaves me something in awe. But more importantly, it's all backed by some of the nicest, most dedicated and diligent people who will take care of you, watch your back, and make you feel like you're their only customer, no matter what.

See, I work in a funeral home near Baltimore, and in this way of life you get all of one chance to make it right for the folks you help out. Service is everything. Lose sight of that, and you lose your business. The folks at Headroom know this like I know the color red, or the sun's up, or that Miles Davis plays stuff I never heard before this rig, and by golly I can't ever go back now.

Thanks Mr. Olson, who sounds too young to look like Santa Claus, but I bet he's got a big white beard and red suit tucked away somewhere. And thanks
Tyll, for knowing how it goes.

Mike Marano
Headroom Customer for Life