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Excellent customer service once again from UE!!!

post #1 of 18
3/23/08 at 1:15am
Thread Starter 
I just wanted to post my appreciation to UE for providing me with an other outstanding example of their excellent customer service! This past Monday out of nowhere I noticed my UE11's right channel had reduced volume and highs. I checked the obvious thing first making sure there wasn't any earwax plugging them up etc... I couldn't find anything obvious that would point to this failure, and I immediately emailed Jeanette at UE, and promptly received a reply back within about 10 minutes telling me she would take care of it for me. As I think many will attest to here (that I've sold my previous equipment to) I'm very fanatical with the care of my equipment, so Jeanette knew it wasn't going to be an issue of abuse etc.. Anyway, I immediately shipped them on Monday via Overnight Express Mail to UE. To make the story short, UE ended up replacing all the drivers on both sides of my UE11's, and in addition proceeded to ship them out yesterday via FedEx Overnight Saturday delivery so I'd have them for the weekend! What outstanding customer service from Jeanette Coffee and the great team at UE! UE you have a customer for life here!!

Thank You!

Jeff
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post #2 of 18
3/23/08 at 2:11am
Quote:
Originally Posted by flashbak View Post
I just wanted to post my appreciation to UE for providing me with an other outstanding example of their excellent customer service! This past Monday out of nowhere I noticed my UE11's right channel had reduced volume and highs. I checked the obvious thing first making sure there wasn't any earwax plugging them up etc... I couldn't find anything obvious that would point to this failure, and I immediately emailed Jeanette at UE, and promptly received a reply back within about 10 minutes telling me she would take care of it for me. As I think many will attest to here (that I've sold my previous equipment to) I'm very fanatical with the care of my equipment, so Jeanette knew it wasn't going to be an issue of abuse etc.. Anyway, I immediately shipped them on Monday via Overnight Express Mail to UE. To make the story short, UE ended up replacing all the drivers on both sides of my UE11's, and in addition proceeded to ship them out yesterday via FedEx Overnight Saturday delivery so I'd have them for the weekend! What outstanding customer service from Jeanette Coffee and the great team at UE! UE you have a customer for life here!!

Thank You!

Jeff
Fast communication is very good sign of customer service, but when your buds are $1000+ you should expect this kind of service.
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post #3 of 18
3/23/08 at 10:11am
Quote:
Originally Posted by KUNFUCHOPSTICKS View Post
Fast communication is very good sign of customer service, but when your buds are $1000+ you should expect this kind of service.
Yes but the great thing about Jeanette and Tarah at UE is they provide $1000 service for any customer
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post #4 of 18
3/23/08 at 10:36am
just the customer service is worth the $1000 heh
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post #5 of 18
3/28/08 at 9:43am
Good for you, too bad I'm not experiencing the same. The person hasn't even replied back since this past Monday. At least a yes or no would be appreciated, but apparently that person just doesn't care. Oh well, I'm done with UE products since I've had bad experience with them and shouldn't have to request an RMA again just to get a response.
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post #6 of 18
3/28/08 at 10:13am
Thread Starter 
Call or email Jeanette Coffee about the issue ASAP.
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post #7 of 18
3/28/08 at 10:18am
Does anyone know why it's nearly allways the right channel that goes ? it went on my ATH-CK7 earbuds, it wen't on my gaming headphones and now it gone on my sisters iBuds (yuck ) yet i rarely see problems with the left channel going...
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post #8 of 18
3/28/08 at 10:28am
Quote:
Originally Posted by flashbak View Post
Call or email Jeanette Coffee about the issue ASAP.
X2. I have owned all the Super.fi lineup and the Triple.fi before the UE11 and can tell you I've always experienced the same great customer service. It has always been really outstanding and this is not something I would expect is common from them.
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post #9 of 18
3/28/08 at 10:45am
I'm jealous. Just had an awful experience with Pioneer. I wish all companies had support and employees this good.
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post #10 of 18
3/28/08 at 11:08am
I've had very mediocre server form UE. Took 2 weeks to reply to email after chasing it up twice. And I didn't get my questions answered either.
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post #11 of 18
3/28/08 at 1:17pm
Quote:
Originally Posted by riChchestMat View Post
I've had very mediocre server form UE. Took 2 weeks to reply to email after chasing it up twice. And I didn't get my questions answered either.
I always call as well, but I also live in the states.
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post #12 of 18
3/28/08 at 2:49pm
Quote:
Originally Posted by flashbak View Post
Call or email Jeanette Coffee about the issue ASAP.
Who? - never heard of her - who is she and is she arabica and robusta
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post #13 of 18
3/28/08 at 2:52pm
Thread Starter 
Funny, she said the same thing about you
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post #14 of 18
3/28/08 at 3:23pm
Quote:
Originally Posted by leqin View Post
Who? - never heard of her - who is she and is she arabica and robusta
She is the main support person for the customs department I think. I have some nice links video tours of the UE lab and the main staff if anyone wants me to post.
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post #15 of 18
3/28/08 at 7:24pm
Quote:
Originally Posted by manaox2 View Post
She is the main support person for the customs department I think. I have some nice links video tours of the UE lab and the main staff if anyone wants me to post.
OMG

Well there's always telling me something I already know - if you keep your eyes peeled for the occasional person who posts all a panic saying help me please because my UE's have stopped working and or I did something really stupid with them and I ain't that sure whether or not UE will replace them under guarentee.... and while every man and his dogs posting sometimes confusing replys you'll see me posting saying you can stop panicing and I just PM'ed you everything you need to know to sort this out asap with the best possible result you could ever wish for.... and those people know that I'm more than aware who 'Jeannette Coffey', or her assistant Tarah Draper, is and how to spell her name correctly plus how to get in touch with her any time of day or week.
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