Bad customer service. Issue resolved now.

[Headphile808]

You are absolutely right olblueyez, once I got through reading this that's exactly what I said. "I'm never going to buy a Klipsch product." Never liked them (never bought anything from them), and now you've just reinforced that notion. Sorry for your misfortune.
Aloha
Headphile808

[acidtripwow]

Overall I'm happy with Klipsch. After reading others having the same problem with the C3 cord it seems to be a design flaw.

I have sinced purchased the W3 and like it too but right now my favorite IEM has become the X5.

[j.4knee]

Wow I have owned Klipsch products for 25+ years and have had no bad customer service issues. I am not a fan of the cable they used on the C3's but my experience with their customer service dept has been very positive over the years.

[Amy]

Originally Posted by olblueyez

I bought a Defective Product that Klipsch admitted to having problems with. I attemped to contact customer service 5 or 6 times and let the phone ring about 20 or 30 minutes each time. I also sent several E-mails to customer service. The E-mails were never answered. I never got through. I waited a few months and this time I was able to get through quickly. I explained my problem and that my particular item had the warranty extended one year because of the known problem. I also explained that customer service was not availible when the problem first occured. The responce was, "it is no longer under warranty" and this was repeated to me about 12 times even though I explained I was not able to reach then during the warranty period and that the E-mails I sent during the warranty period were never answered. Klipsch sold me a product that had a real known defect, one they admitted to having, ignored my e-mails, did not answer the phones during a span of about one month, then told me this was my problem and that they had no entensions of helping me, the customer service people even treated me like I was trying to cheat them. Klipsch stole 400 dollars of my hard earned money for a product that had about 40 or 50 hours on it and told me I cant be helped. When ever I get a chance I tell people my story and I will never buy another product from Klipsch again. They are there to sell and not to service customers. They are not to be trusted, and I recommend everyone support another brand. Money isnt free after all.

I'm sorry to hear of your experience. I've been with the company for almost 9 years, many of those in customer service, and I cannot recall this incident or any similar. We take pride in our in-house customer service, and it is our policy to interact with customers in a timely and professional manner.

If you have the original emails, the receipt for your purchase, and any other relevant information, I'll be happy to take a look at the situation. You can reach me at amy.unger@klipsch.com

Thank you!

[Vladimir Vladimirovicch]

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[Amy]

I'm sorry, I thought I had responded to your question already...please let me look through my responses, and I will get back to you.

[Vladimir Vladimirovicch]

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[Vladimir Vladimirovicch]

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[Zhdude]

dont go for the shures , you should go for earphones that can have a replaceable cable, like triple fi etc... I have the Custom 3's too, and may need to ship them in for my first time for the cable too. But sound is great.

[Amy]

Vladimir,

I'm sorry, I haven't been to this site in a while, and for some reason, I'm not getting your emails (or you're not getting mine?). I'll copy and paste your message above to send it to our sales rep for your region. Hopefully we can come up with a solution for you.

Please send me private messages through Head-fi so I will receive notifications via email.

Thank you!

[Vladimir Vladimirovicch]

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[Ctrl_Alt]

I found Klipsch customer service to be very responsive and effective. Here's my story:

I bought a pair of Image x10s and after 4 months of use their strain relieves developed the infamous cracks. As the cracks grew bigger I decided to fix them myself, using heat shrinking tubes. Without thinking twice I went to Final Testing department of a datacom equipment manufacturer I happen to work at and ask guys to give me a hand with repair. They agreed, but being unfamiliar with delicate audiophile-grade hearing instruments, they used an industrial heat gun to shrink the sleeves. It had a devastating effect on the earphones, melting the strain relieves and destroying the cable isolation.
Luckily I took a picture of the cracks before performing this ghetto job.

I sent an email to Klipsch with the photo attached and brief explanation. I got response within a couple of hours. The customer support specialist advised me to return the Images to the retailer and he would take care of the matter. The problem was that I'd bought them while being on a holiday in another country, but the customer support insisted on having a proof of purchase probably to make sure that the Images were still under warranty. I asked my friend to retrieve the receipt from the store I'd bought the Images from and send me a scanned copy. After presenting the receipt to Klipsch they agreed to exchange the damaged Images. I sent the earphones to them and within 10 days a retail package of brand-new Images with all accessories landed on my friend's desk in California. Klipsch do not send replacements overseas, so I had to provide a US address.
So it all ended well and I want to express my gratitude to Klipsch for taking care of this matter in such professional and effective manner.

[Vladimir Vladimirovicch]

So, I do think about customer service of klipsch the same way now.
My new x10 are travelling to me with the help of FedEx, and I hope to meet them soon.
I do understand that providing a customer service for russian customers is not an easy thing, but accordint to the results (and I hope that nothing will spoil em) the customer service shold be qualified as a good one. At least for english-speaking russian customers who know about Head-Fi =) (Because I found The original klipsch forum somewhat not much useful 4 me)
And yes, I found the treatment of (by?) Amy exceptional. It really is. I understand that there could be much more things to make me wait, but she resolved my problem really fast. It is exceptional and should be apprreciated in exceptional way.

[Vladimir Vladimirovicch]

Yepp! my problem resolved!
I deleted most of the posts.
In brief - Yes I had aproblem with cables, but the customer service is almost perfect, even for Russia. And if there will be any additional questions I'll answer them here or by -mail.

[Amy]

I'm glad we were able to take care of things for you!