Hi Guys,

Has somebody recently experienced bad customer service from UE? A local shop here in Ireland has sent my broken Triple Fi earphones for repair (replacement) on 13-Nov-2008!!!! But the replacement is still not here (they have been assured that the replacement is on its way 3 weeks ago...).

I have only heard good things about the CS of UE and I do not want to spread bad word about them but this is really unacceptable.

I heard that UE was bought by Logitech - is this the start of product and CS quality downfall? (Hope not..).

My soul is heald for the moment: I have bought the Sennheiser HD25 (maybe a permanent replacement for the TF - one lost customer SHAME ON YOU UE!!!!!!)

There certainly have been an increase in complaints about UE CS since the takeover by Logitech.

Speaking from my own experience with them recently:

I have a set of Super.fi 5 Pros and the connector on the IEM where the cable plugs in broke off and pulled out......basically destroying it. I e-mailed them to see if I could buy a replacement left side IEM since I knew my warranty was expired. It took them 3 weeks to answer my e-mail and long story short, they told me I was SOL. They wouldn't fix it due to no warranty (understandable) and wouldn't sell me a replacement IEM......I had to buy a whole new set.

That's a tough response to swallow when you spend over $200 on IEMs that broke 15 months after I bought them. Due to that I sold my Triple.fi's 2 weeks after I got them and can't see myself buying a UE product again in the future.

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Its not UE's fault. Its Logitech's. Sigh.... That's why if im gng to customs, im not sure i will go for UE. But maybe Westone instead.

Strange Logitech support is actually pretty good, once you go through the hoops. They send me replacement G25 package. Damn silly they wanted me to cut the cables and throw away in the skip. Way to be "green" Also for general public you have to dispose of electronics at specific places, not just in the skip? Not only that if I dump in the skip pikeys would nab them and sell on them ebay (coud sell them as spares easily if just the cable is snipped)

Logitech also own Slim Devices now.

Yep had some issues with UE myself. I bought a pair of UE in July and the cable turned green at the connection to the earphones. By November the cable was shot and could no longer use them.

I contacted UE and was informed they where out of stock on cables.

That when the problem started it took from November to Middle of January and numerous phone calls to receive a replacement cable.

Might just be me but waiting over 2 month for a replacement item is just poor service. Sadly I liked the sounds of the UE but, I would not even consider buying another pair of them at this point.

The one good thing out of this was that I grew tired of waiting for a replacement and ended up buying a pair of Phonak Audeo Earphones

Me too. I emailed them asking if I could retrofit my 11s with custom artwork and it's been quiet for more than a week. Disappointing really.

Logitech are usually pretty good with CS, in my experience.

Don't know about UE though. Perhaps this is one of the side effects we are seeing from job losses (if UE is going through one).

Most likely something to do with the transition period after the acquisition from Logitech. UE seemed to have a good rep from the forums, and I know Logitech has a great customer service for their products, as I have had to RMA a couple of mice before.

I sent in an RMA request for my Super Fi 5s on the 18th of December. I got a very quick response; sent in my documents and headphones. Few days later they said they 'released my product for replacement.' 2 weeks later I hadn't gotten headphones and received no info....so I emailed them. I was informed that the Super Fi 5s are out of stock/backordered. Fast forward to today...

Called them today and was offered a pair of Logitech FreePulse BT headphones. So I'll hopefully get those in the mail in the next day or two so I can have something (portable/wearable at work) to use until I get a new pair of Super Fi 5s. I offered to take the EB edition since it is comparable in price but they won't swap in/out different types.

So at least they were kind enough to realize that 2 months is an absurd amount of time to wait and are sending me something. But I'm still annoyed from the fact that they cannot produce a set of headphones in 2 months. Oh well, hopefully it will be finished up soon.

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How exactly did they phrase that? Are they going to send another pair of UE phones or..

"Sorry for the delay, please have a pair of BT headphones until we send you new UE TF 10"

or

"Sod off, we can't be bothered to send you UE TF 10, here are some cheap and nasty BT phones. Now go away"

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X2 but it's super.fi not triple.fi.

If they replace your super.fi with that BT headphone, i rather wait...

Agreed sounds like they're fobbing you off.

I would never buy from UE again.

No no no...

They are sending me the freepulse so I have something to use UNTIL they get the super fi 5 pro back in stock.

More of a "oops this is taking forever, please don't be pissed"

So I'll end up with the freepulse and my UE SF5 Pro. If they TRY to not give me another SF5 Pro I'll raise hell until I get a pair of triple fi 10s lol.

I've got my fingers crosse, hoping my Triple's got give way. The reorts and reviews i have read show that UE aren't that good at CS. I'm hoping i'll never have to find out how good or bad they are!