Great review. Thank you. I particularly appreciated how you contrasted the sound difference with good vs. inadequate fit. Unless some one is a bass head, it seems like bass response is a great way to verify good fit.
I'm fortunate to live 45-60 min away from Castro Valley by car! I'll get fit at LW and test the units before accepting them.
I'm very impressed with the way they sent you replacements before getting back the originals. Having worked returns, they're always a frigging nightmare for any manufacturer. They made a lot more work for themselves by shipping in advance. Since you're international, they had no recourse if you refused to return the originals.
I'm somewhat amazed at the business model and how it works for them. Even though they had nothing to do with the quality of the impressions, they ate the cost of making the replacements and had to modify them based solely on your descriptions of the problem. Outside of this niche, most businesses would require a new impression, simply to assure that they making a product based on an objective standard. It's VERY difficult to quantify "a little loose around..." and translate that into ".1 mm larger here".
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Originally Posted by webbie64  However I hope this 'story' section provides clear guidance for other potential cutomers on the high quality levels of service the small yet dedicated Livewires Team provides. BTW, all of my story occured over an exteremely busy time for them in terms of high volumes of orders plus the HeadFi posting raised by one disgruntled customer |
I'm in the wooing phase with LW and like what I see. Looking for a divergent view, I read the whole thread; it only served to increase my respect for LW!
Ivan was very careful how he told his story. He completely minimized his contribution to the misunderstanding while trumpeting anything he did not like. That activity is consistent with some one who knows he's partially in the wrong but does not want to take responsibility, leaving himself only the victim role to play.
A small organization needs to remain focused to give stellar customer service to their customers. Fringe customers who consume an inordinate amount of resources without driving company improvements or providing revenue are not a good fit for a small organization; it cannot absorb the additional workload. (I'm NOT talking about prejudging a customer because he or she does not "present well".) When the customer goes on to makes threats, trying to hold the company hostage, it's best to "cut your losses". John's response was totally appropriate:
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| There are certain decisions that need to be made in any business as to whether or not it is worthwhile to continue to do business with an individual. It has become very clear to us that it is a waste of our time to continue to do business with you. We are quite certain that the delivery problem lies somewhere over there in your country rather than ours. WE SHIPPED YOUR LIVEWIRES IN GOOD FAITH AND HAVE AMPLE PROOF THAT WE DID SO. |
Have you ever dealt with a remarkable mechanic or highly skilled professional who is at the top of his field and knows it? They generally do not suffer fools and have no patience for those who nitpick their prices or schedule. John's later response is totally consistent with some one who is confident in his organization, has a clear conscience, knows he went above and beyond and is ready to focus his attentions on more important things... like providing great service & products to his customer base.
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| It seems that you made it your life's mission to attempt to cause harm to my company. You have been fully refunded your money by us through Todd the Vinyl Junkie, one of the most respected names at Head-Fi. We shipped your Livewires in good faith to the address you specified. They have not been returned to our office. If Todd suspected that we defrauded even one of his clients, he would drop us from his product line immediately. We're still proud to be on his front page. I am very sorry that some of my personal emails to you were viewed as rude. Had I known that they would be published here at Head-Fi, I would have written them exactly the same way. I feel that it is highly likely that you have defrauded my company and have both a refund and a shiny new set of Livewires in your ears. Short of hiring a photographer to capture you wearing your now complimentary set, we're stuck. Here's a solution to this mess, Ivan; turn them up real loud, make sure that they are properly sealed and take a nice walk down some railroad tracks. Just kidding, Ivan. That would be dangerous. If there is anything more than a refund that you feel that we need to do to recompensate you, please let me know. Be careful, though. I might just post it here at Head-Fi. |
Since I'm looking to get my LW for my b-day (regardless if I buy them or some one else does), I find it appropriate that John's response was posted on my birthday last year!
LOL. 
