Head-Direct customer service has 2 locations. One for Asia and one for the rest of the world.
The Customer Service in the US answers almost instantly, but there are certain things that are
out of their control. Once a shipment is scanned into the system, even before UPS picks up the
package, it doesn't give any info until UPS puts it in the system. If you have a tracking number,
wait 24 hours and if it still doesn't up in the system, call 1-800 PICKUPS and ask them "what in
tarnation" is going on.
I worked in shipping/receiving for 5 years while I went to college and I know how frustrating this can be.
Little things are coming from the US and the bigger high priced items (801/HE-5's/EF-5's)
are coming from China.
I spent time with Fang and his lovely wife at CES, and basically he said most of the backorders
have been
fulfilled. He told me he has hired on new workers on both continents, who are highly trained and who have
a lot of experience.
When he first started in 2006, he was just "middle manning" and distributing other Chinese products.
Now, 4 years later, he has his own OEM factories, which is a long way from one man (Mr. He)
hand stretching mylar (or whatever)
to make the 1.2B's or Jades. The HE-5's and the 801's are being designed by his own engineers
(him being one of them),
and they are being produced in a factory that can push out hundreds per month. QC is better than most.
But from what I've seen, Nankai is a perfectionist and he won't let something be launched without
knowing it's perfect.
Wood cracks and software gets corrupted, that is why the various warranties and return policies
are in place.
In the end, everyone who is waiting for their stuff or has a problem with one, will get what they
wanted and then
"what music should I play?" should be the only problem that anyone has to worry about.
I ordered a Sennheiser HD 800 in January that was promised to me in February and then received it in late July.
They are a huge company with little or no CS.
No one responded to me. I love their stuff, but gone are the days of "Mom and Pop Shop", and unfortunately it seems
to be the norm rather than the exception.
UPS and USPS is not as efficient as they used to be. If you have a question once receiving a tracking number,
and are not receiving a set date of delivery, then call them, and give them a knuckle sandwich.
I had a XBox 360 being delivered to my kids on Christmas eve, and it was
"Out on Truck for Delivery". I was assured from CS that the driver would not leave without delivering every
package on the truck.4 hours later, I called and they said the he was done on the way back to the hub.
I almost cried (and yes, I left plenty of time, but with Amazon's free shipping), even though is said any
packages delivered by a certain day, would arrive on time.
8 o'clock on Christmas morning, I was driving towards the city to manually pick up the only thing that
mattered to my kids, on that day.
A lot of electronics companies make you wait 4 days to hear back from CS
(I'm still waiting 3 months from Cowen about a simple battery replacement.)
You call Head-Direct's CS and I can say from my own experience that you will be answered
almost immediately.
It might not fulfill our
"I need it yesterday" 2010 philosophy, But you will get an immediate response (at least during
business numbers and beyond. [/end of rant]
) All the same, few more days wouldn't hurt, as you said.
).
i only believe that this great product sometimes arrived to me
.gif "Confused Face(1)")
