[kiwirugby]

I ordered mine yesterday from Earphone Solutions. I hope they don't have this problem.

I wish someone from Westone would get on here and tell us what they're doing about this and when we might expect to see this cleared up.

 

[p0wderh0und23]

Quote:

Originally Posted by kiwirugby /img/forum/go_quote.gif I ordered mine yesterday from Earphone Solutions. I hope they don't have this problem. I wish someone from Westone would get on here and tell us what they're doing about this and when we might expect to see this cleared up.

Considering this is an isolated issue(s), we deal with them one by one as the issue(s) comes up. Let's not make this the "swine flu".

 

[Bolardito]

Quote:

Originally Posted by p0wderh0und23 /img/forum/go_quote.gif Honestly the material should not matter with comfort. If the earpiece is made right, you cannot tell what material it is once it's in your ear (and before someone even comments.. NO YOU CANNOT..it's psychoanalytical). Now as for the longevity of the earpiece and how it maintains the isolation factor, the silicone can be better. Reason being, that vinyl is a porous material and will react with your skin chemistry. This over a few years (normally) will cause the material to begin to shrink and become slightly more stiff. I know a pair of UM56 I had made 4 years ago has started to do this. SQ.. to my ear, I cannot tell a difference.

Thanks a lot! I'll order them clear/silicone.

 

[layg]

Quote:

Originally Posted by kiwirugbyckhirnigs113 When wearing the phones with no music playing, tap lightly on the body of the UM3X with your fingernail. It will be obvious if the housing has a vibration. I can also hear it when I just close my teeth together. I haven't walked around with the phones yet, but someone else mentioned hearing it while walking as well. The resonating vibration is only on the left earpiece in my phones, but it sounds like it has affected both sides for other users. The best test is the fingernail tap on the housing while the phones are sealed in your ear. I hope this issue gets resolved soon. I appreciate your direct response to our concerns, CK

Quote:

Originally Posted by p0wderh0und23 If this is an honest concern, then I would contact the dealer you purchased it from, and get it replaced. I'll still be looking into it and mention it to the team as well.

Quote:

Originally Posted by kiwirugby /img/forum/go_quote.gif I ordered mine yesterday from Earphone Solutions. I hope they don't have this problem. I wish someone from Westone would get on here and tell us what they're doing about this and when we might expect to see this cleared up.

Quote:

Originally Posted by p0wderh0und23 /img/forum/go_quote.gif Considering this is an isolated issue(s), we deal with them one by one as the issue(s) comes up. Let's not make this the "swine flu".

I don't think it's all that isolated.

I posted a little while ago about this problem. I returned the defective pair for a replacement, which I just received today. While the problem is no where near as bad as it was on my first pair, it is still there; this time on the right side.

Your response that we should be returning the iem to where we purchased them from, while reasonable, makes me distrust Westone's customer service. While not the most expensive iems, for $379, I'd expect much better service, and also more concern from the company when users report what is certainly a manufacturing defect in its newest product.

This is disappointing because I do like the um3x. They fit well, isolate well, and sound great (at least on the non-damaged side). However, if I keep having to ship them back (at my expense), I will be getting a refund. And unless I see users post that things have changed, be avoiding Westone for future purchases

I am disappointed in Westone. If these were from Shure, I've no doubt they'd've taken much more interest in the problem.

 

[p0wderh0und23]

Quote:

Originally Posted by layg /img/forum/go_quote.gif I don't think it's all that isolated. Your response that we should be returning the iem to where we purchased them from, while reasonable, makes me distrust Westone's customer service. While not the most expensive iems, for $379, I'd expect much better service, and also more concern from the company when users report what is certainly a manufacturing defect in its newest product. .

This is because we have dealer agreements in place where they want to be the point of contact for the first 30 days (everyone has these), this is a standard business practice and ensures that the dealer can take care of their customers first.

I do agree a few others have posted, but you are taking 4 (or so) posts from one forum to represent the entire product distribution that is being sent out world-wide. The issue has been brought up and the manufacturing lab has been notified as well. If a unit shows this, they are being replaced (also mentioned before).

As I've stated several times on this forum, we stand behind everything we put the Westone name on. If there is a genuine concern with a product, please (with the first 30 days) return it to your point of sale. If after 30 days an issue occurs, then you can always send them to us direct.

I'm pretty sure you can read around the forum here on how well we take care of our customers.

 

[kiwirugby]

Quote:

Originally Posted by layg /img/forum/go_quote.gif I don't think it's all that isolated. I posted a little while ago about this problem. I returned the defective pair for a replacement, which I just received today. While the problem is no where near as bad as it was on my first pair, it is still there; this time on the right side.

I'm not sure it's isolated either. Regardless, I don't want to take any chances. I will refuse my package from Fedex tomorrow and call Earphone Solutions to get my money back.

I am going to wait until I see no more of this issue posted on here. I can wait. I have plenty of other cans.

 

[Zalithian]

Quote:

Originally Posted by layg /img/forum/go_quote.gif I don't think it's all that isolated. I posted a little while ago about this problem. I returned the defective pair for a replacement, which I just received today. While the problem is no where near as bad as it was on my first pair, it is still there; this time on the right side. Your response that we should be returning the iem to where we purchased them from, while reasonable, makes me distrust Westone's customer service. While not the most expensive iems, for $379, I'd expect much better service, and also more concern from the company when users report what is certainly a manufacturing defect in its newest product. This is disappointing because I do like the um3x. They fit well, isolate well, and sound great (at least on the non-damaged side). However, if I keep having to ship them back (at my expense), I will be getting a refund. And unless I see users post that things have changed, be avoiding Westone for future purchases I am disappointed in Westone. If these were from Shure, I've no doubt they'd've taken much more interest in the problem.

What an overreaction. How long were the cables on the SE530 absolutely garbage? I hardly find your statement Shure would take much more interest to be accurate.

 

[gilency]

Quote:

Originally Posted by layg /img/forum/go_quote.gif I don't think it's all that isolated. I posted a little while ago about this problem. I returned the defective pair for a replacement, which I just received today. While the problem is no where near as bad as it was on my first pair, it is still there; this time on the right side. Your response that we should be returning the iem to where we purchased them from, while reasonable, makes me distrust Westone's customer service. While not the most expensive iems, for $379, I'd expect much better service, and also more concern from the company when users report what is certainly a manufacturing defect in its newest product. This is disappointing because I do like the um3x. They fit well, isolate well, and sound great (at least on the non-damaged side). However, if I keep having to ship them back (at my expense), I will be getting a refund. And unless I see users post that things have changed, be avoiding Westone for future purchases I am disappointed in Westone. If these were from Shure, I've no doubt they'd've taken much more interest in the problem.

I don't have any financial interest in Westone. Having said that, i have dealt with their customer service many times in the past, always top notch. So four you to start complaining without giving them time to deal with it is a little irrational. The best companies can from time to time have problems with their products and usually deal with them in a way that satisfies the customer.
On the other hand, I deal with people in my line of business and know that some of them can be irrational and demanding. It actually has gotten worse over the years, with customers sometimes being rude.
I have been on both sides of the fence and that has given me a little patience and understanding dealing with problems.
If you want your money back without giving them time to deal with this issue, thats another manner. But it sounds to me you will have problems with whoever you deal with.

 

[Zalithian]

Quote:

Originally Posted by kiwirugby /img/forum/go_quote.gif I'm not sure it's isolated either. Regardless, I don't want to take any chances. I will refuse my package from Fedex tomorrow and call Earphone Solutions to get my money back. I am going to wait until I see no more of this issue posted on here. I can wait. I have plenty of other cans.

Seems a bit rash. You're not even going to see if your product is good or not because a few people have had problems? You can still get your money back if the product is defective, I believe - minus shipping.

 

[gilency]

Quote:

Originally Posted by Zalithian /img/forum/go_quote.gif Seems a bit rash. You're not even going to see if your product is good or not because a few people have had problems? You can still get your money back if the product is defective, I believe - minus shipping.

x2

 

[ckhirnigs113]

I was one of the ones experiencing the issue with my UM3X, and I have contacted the seller and he has already gotten a replacement shipped out to me without even receiving the defective pair. I have no doubt that I will be taken care of by either my dealer or Westone in the future if another problem arises. I did not want this to be some type of scary story that dissuades others from making a purchase.

Hopefully we are isolated cases, and there will not be any large scale issue to contend with. I encourage everyone to continue to have faith in Westone because from my experience they really stand behind their customers.

 

[kloan]

^^Where did you purchase yours?

 

[ckhirnigs113]

I bought mine from Mike @ FreqCitySound. He's a great guy to deal with.

 

[obentou]

Damn, it's unfortunate a problem like this exists... especially for Canadian customers, it will be quite expensive to ship down to US dealers to obtain a replacement.

 

[Ubijza]

Cant you just ask the dealer to examine the phones for a particular fault BEFORE shipping?