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Grado Customer Service

post #1 of 38
10/28/02 at 12:45am
Thread Starter 
I've called Grado a few times and left some messages and sent a few emails about trying to get my girlfriend's SR-60s repaired...but no response. Anyone know what's up? Is there another way to contact them? Is the World Series to riveting?

Thanks everyone.
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post #2 of 38
10/28/02 at 2:02am
I get fast email replies to irrelevant things from Grado. If you were just trying over the weekend, it's likely no one's there. Give it through Monday and I expect you'll get a reply.

kerely
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post #3 of 38
10/28/02 at 10:27am
I had excellent customer service from them. I recently sent an out of warranty RS-1 to them for repair. I had them back within a week of sending. The repair charge was reasonable for full replacement of the drivers and cables (probably easier and quicker than diagnosing the problem), and they sent the invoice back with the headphones (didn't wait for payment before getting the cans back to me). I like that kind of rapid service, and got my check off to them quickly.
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post #4 of 38
10/28/02 at 11:43am
Does the warranty cover worldwide or jsut America ??

I'm near to buying a SR-60 or SR-80, but it's hard to find supports around here

I'm in Malaysia btw..
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post #5 of 38
10/28/02 at 1:29pm
Thread Starter 
Well, that's why I asked...I had always gotten fast responses from them in the past, so I thought maybe they were off doing something. I did not try to contact them over the weekend. I'll just try again.
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post #6 of 38
10/28/02 at 1:44pm
They suck mammoth testicles. I sent a perfectly reasonable request for different types of earpads and they never replied beyond those automatic replies. Twice. I get replies on the same day from Sennheiser and within 3 days from Audio Technica.
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post #7 of 38
2/21/03 at 6:25pm
Heh. Either their quality control absolutely sucks or I'm just real unlucky, but 2 weeks to repair my headphones seems a bit unreasonable.
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post #8 of 38
2/21/03 at 6:27pm
Interesting. I have a 4 year old pair of SR-60's and the minijack connector was cutting out the audio. I e-mailed them and they said that they would fix them for free. They should have gotten them a week ago today so I can't say how they are in terms of speed. But they got back to my e-mail quickly and I was surprised that they would service the problem for free.
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post #9 of 38
2/21/03 at 6:35pm
ssblood,
Quote:
2 weeks to repair my headphones seems a bit unreasonable
Two weeks is more than reasonable. 5 weeks, without a response, is the threshold. Give them time to respond. If you have not heard from them after 5 weeks, then contact them again. How would you run a business?
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post #10 of 38
2/21/03 at 6:38pm
I still haven't received a response from them after at least 3 weeks for some replacement bowl pads.

I'm going to just email them again. In general, I've found their email responses to be slow, but I'm glad to hear their repairs are top notch.
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post #11 of 38
2/21/03 at 6:42pm
I called to check if they had recieved them, I'm only this impatiant because all I have right now is a pair of MX500 and they annoy the hell out of me I'm just used to places having a 2 or 3 day turn around:|
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post #12 of 38
2/21/03 at 6:45pm
Does Grado offer a phone number to call to get personalized service for those who live in the states? I ask as some companies are horrible with support and questions done via email, and will answer a phone and respond within seconds. Weird. Try using Yahoo!, they don't even give you a phone number OR email to contact if you have problems. And I'm paying $25 /year to have the pleasure of email forwarding and POP3 access.
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post #13 of 38
2/21/03 at 6:46pm
Grado has a number you can call on their website They even answer first ring;p
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post #14 of 38
2/21/03 at 6:53pm
That's what happens when you're on a dial-up connection from overseas - people post while you're composing, and answer your questions before you can ask them. Thanks ssblood. I'm sure that's reassuring for lots of people who are now curious about Grado's customer service.
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post #15 of 38
2/21/03 at 6:55pm
Grado labs Phone # 1-718-435-5340 m-fr 9am-5pm est
You can call during the week,grado responded every time I contacted them and sent out What I ordered right away.
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