JH Audio JH-13 PRO appreciation thread - Page 599

Quote:

Originally Posted by nc8000 

I have no idea what the customer service is like now but it was top notch when I bought mine nearly 3 years ago. From sending my impressions til receiving the iem 4 weeks went by and they fit and worked perfectly first time round. And till today I have had no problem with them and continue enjoying them

Yes because you didn't have to deal with their after service.

I had some new mail exchange to fix the situation but there was a lot of bad faith in their statements, and still don't have any idea what might be the cause of the problem with my unbalanced JH13. They just say: "You have to send them back for some checking" But they should have already do that 3 times now!!!

I've finally got some help from real professionals, a well known Japanese competitor (I'm living in Japan), and figured out what's wrong thanks to their advice (but not thanks to JH Audio). Now, I have to send my jh13 back again (7th time!) explain them what to do, and pray that they will not screw up again...yeah!!!

when it s about fit, you can't know whose fault it is:

-could be the audiologist messing up with big bubbles, or not going deep enough, so then jerry's little lemmings don't know the direction your ear canal is taking.

based on that they wouldn't know for sure where to place the aperture on the customs.

-could be you moving your jaw while making the impressions.

-could be some guy stepping on the box on the way to deliver the impressions.

-and then it could be that the guys at jh audio did some lame job.

it s hard to blame JH for this, they work with what they have, so as long as the sound is getting out and the molds look good compared to the impressions they had, they couldn't do much.

going at it 7times is a bummer and shouldn't be admitted for a 1000$ product. JH should have told you to do new impressions the third time to stop you from wasting money and time. it s so easy to work with good impressions, and so hard to try and rectify bad ones.

if i were you i would make a reshell from new impressions at a company close to you instead of trying to work on a multipatched iem with JH again. not that another company would do a better job than JH , just that it would be closer in case of trouble.

bonne chance pour la suite.
 

Quote:

Originally Posted by dallan 

I thought he had problem with channel imbalance, not fit.

I believe it was both, fit issues and channel imbalance. I had a similar problem when I tried going the custom route with JH13Pro's, half a year of refits, I lost count how many exactly, but it was around 6 or 7 costing hundreds in shipping costs. About the second or third refit they developed a channel imbalance in the bass that they were never able to rectify.

Quote:

Originally Posted by dallan 

Also part of the JH deal is tube length so reshells don't accomplish the same sound from what I understand.

I don't think I recall ever hearing of this before and my experience seems to go against this idea. What finally made me give up was Jerry finally deciding I needed to get new impressions so they could make new, deeper fitting IEM's.

I gave up and sold them at a substantial loss because this essentially meant starting the whole process over which was unappealing from both a cost and frustration standpoint. I also had no easy way to get new impressions done by someone else because there was only one local audiologist who would do them. Plus, around the second or third refit I developed TMJ which caused an amount of sensitivity and paid in my left ear around the bend, a deeper fit just made me nauseous to think about.

I can't really blame the audiologist who did my impressions (2 times). They are doing like 5 impressions a day for customs IEM (there is a big market in japan) and are very experienced. I did a first impression open mouth which was well done but my ear canal is larger at the end of the IEM canal, so it was impossible for me to remove the IEM without hurting the skin of my ear canal. They shorten both side (it takes 2 refit to get the length I wanted to be comfy), the right side came alright but I still had discomfort in the left side. When I move my jaw, my left ear canal do a lot of movement, far more than the right side that provoke pressure and discomfort in my ear canal.

I asked them to reduce the width of the end of the canal a little bit but they heavily reduced the width of of the all IEM!!! And of course I lost the seal. After that they asked me to redo an impression of the left ear. Closed mouth this time. I did it and they rebuilt the left side. I asked them to be careful with the length of the canal and make it  slightly shorter than the right side (it was the right length before to put them out without hurting my ear canal). They ended up to do the exact contrary, and of course, as the impression was good, it was very painful to get them out, and there was although some cosmetic issues. I resent them to get the left canal shorten and correct the cosmetic issues. And I finally get a good seal and a good comfort but the left side sounds off! They sent me a new cables for checking but the unbalanced was still there. They had no idea why and I had to send them back for some checking. The after service guy said to me that they are unbalanced and he replaced the components inside. When they came back nothing changed. So I believe that the after service guy lied to me and didn't find anything or didn't check anything. After that I asked them if they had any idea about the cause of this unbalanced issue...they didn't and just asked me to resend again the IEM for checking the balance again.

After getting some help from a specialist from another CIEM company, we figured out that if I push with my fingers deeper the right side (the ok side) the right side become off too and I get a balanced sound. So the orientation of the left side bore is obviously not good. Obviously they didn't pay attention to that when they shorten the left canal the last time.

So they definitely screwed up many times.

arf that s an awful lot of mess. bad points for JH audio. not cool.

but also you should try the iems without your helmet

enjoy your togo 334, think i ll go back to universal too.

How do you know that?

Indeed, I have the ToGo 334 that I enjoy very very much (but I definitely have to put off my helmet to use those). Maybe one of the best investment on audio gear I did. Heavily comfy in my ears, the finish is amazing and they sound beautiful. A piece of audiophile art.

Quote:

Originally Posted by Marshal Banana 

 

Yes because you didn't have to deal with their after service.

I had some new mail exchange to fix the situation but there was a lot of bad faith in their statements, and still don't have any idea what might be the cause of the problem with my unbalanced JH13. They just say: "You have to send them back for some checking" But they should have already do that 3 times now!!!

I've finally got some help from real professionals, a well known Japanese competitor (I'm living in Japan), and figured out what's wrong thanks to their advice (but not thanks to JH Audio). Now, I have to send my jh13 back again (7th time!) explain them what to do, and pray that they will not screw up again...yeah!!!

I have also owned my JH13s for over three years now, and have had no problems with the service early on. I had to get two refits (no new impressions made, just some canal adjustments) and for the second refit they actually remolded the entire shells with a new color request free-of-charge.

Nearly two years later I was experiencing some odd distortion in the right earpiece. They resolved the issue pretty gracefully and even replaced my battered old Otterbox with a new one (and new velveteen pouch as well). Unfortunately they had sent the package to an older address where I no longer lived and had misspelled my name on the new Otterbox. They sent me a new name label free-of-charge as well.

Perhaps more recent issues are due to volume and growing pains, especially apparent to those who buy during the 10-15% off sales.

ordered a moon cable from jh website and lo and behold,6 days and no word about the shipping or even an email other than the automated one.

i sent an email 2 days ago and as i am used to,no reply.i sent another today and finally someone replied to me and asked me if i ordered from the website and what was my order number!!

I mean,come on WTF....

they didnt even look at my order until i brought it up and i still didnt get a reply about my status. this is just frustrating and sad.Audeze has one of the best customer service around and its a two man operation.how hard can it be?

I sent mine back at least seven times, each time two day mail since they are on the other coast, so i too paid a pretty penny-over $30. a time as i recall.  I also had two impressions, one by Jerry's "go to" person.  

They were always nice and listened well, the only big issue was that one of the times i didn't want to keep bugging them, since i had a separate issue with thumping that is talked about at nauseum earlier in the thread, and after a month i got ahold of them and they had lost my iems and said they were never received.  I gave them the tracking and they said ooops and after a couple hours they found them, fixed them and sent them back.  

So i had my issues and they were never really resolved though the JH13's are usable in certain situations for me now.  They sound great and are what they advertise, my ears just don't work with iems due to thumping and i guess inability of the soft tissue to completely hold them in place.  Sometimes worse sometimes  better.  I still am glad that i have them for the times that i do use them.

As far as the tubes go there was discussion about this and reshelling but i don't remember where, maybe earlier in this thread.  That was one of the reasons that the JH13's stood out, the tuning of the tube length or something.  A while back i haven't followed if for a while.

Quote:

Originally Posted by midoo1990 

ordered a moon cable from jh website and lo and behold,6 days and no word about the shipping or even an email other than the automated one.

i sent an email 2 days ago and as i am used to,no reply.i sent another today and finally someone replied to me and asked me if i ordered from the website and what was my order number!!

I mean,come on WTF....

they didnt even look at my order until i brought it up and i still didnt get a reply about my status. this is just frustrating and sad.Audeze has one of the best customer service around and its a two man operation.how hard can it be?

Quote:

Originally Posted by 3X0 

 Unfortunately they had sent the package to an older address where I no longer lived and had misspelled my name on the new Otterbox. They sent me a new name label free-of-charge as well.

 

Quote:

Originally Posted by dallan 

the only big issue was that one of the times i didn't want to keep bugging them, since i had a separate issue with thumping that is talked about at nauseum earlier in the thread, and after a month i got ahold of them and they had lost my iems and said they were never received.  I gave them the tracking and they said ooops and after a couple hours they found them, fixed them and sent them back.  

 

As far as the tubes go there was discussion about this and reshelling but i don't remember where, maybe earlier in this thread.  That was one of the reasons that the JH13's stood out, the tuning of the tube length or something.  A while back i haven't followed if for a while.

All of those feedback comfort me in the opinion that JH Audio is completely an unprofessional company. How it's possible to do so many miss!

During my adventure with JH Audio  there was a time, I called them to speak to the repair guy (because 3 of my e-mails were not answered). I had someone else who told me that the repair guy is not available now and he will be back at 2PM (it was 12 o clock when I called). i couldn't call again at 2PM so I resent an e-mail to the repair guy. The next day I finally got an answer of my e-mails from the repair guy who said me "I'm sorry, I was on a trip in Boston and I just come back today. I couldn't answer your e-mails."

The day before on the phone his coworker was telling me that he was working.

There was also the time when I was waiting my iems being shipping back. After 5 days...nothing on the mail box. I send an e-mail to JH Audio to check if they sent me back my JH 13. And this time I was told: "We are very sorry but your address was not valid when we tried to send your IEMs (WTF you already used my address with no problem 2 times before!!!)." If there really was a problem with my address why didn't they tell me before? Why did they wait 5 days me sending an e-mails to inform me?

Seriously it's a pain to do business with those guys!

Yes, my prior post was expressing outstanding customer service at the early stages of the company with critical missteps since then.

just received my silver dragon cable.awesame quality.much better than the crappy stock one.finally the channel balance is back.

still didnt do any critical listening if there is any difference in sound quality but im really happy by the craftsmanship and quality.

I ordered their top of the range Audio 16's, with a cable as well. 

I live in Australia, so its difficult to ship their etc (Paid over 50 for shipping)

In any case, received an email 2 weeks after I sent my impressions saying that their weren't up to scratch (Weird as they were from the recommended company that JH Audio had on their website)

I sent them 2 more emails asking for advice, with no response. 

I ended up paying for more impressions to get done, and this time I brought in the tip sheet. 

Emailed JH Audio again over 2 weeks after I sent them to find out the status of the order - again no reply. 

I sent them another email stating that I would just get another brand, as I am sick and tired of companies not responding to emails, and treating their clients like idiots. I mean, 1200 for  earphones, and not even a response to an email. That is ridiculous. 

I am thinking of supporting the Ultimate Ears ones now, and have asked JH Audio for my impressions back, and I will give the UE ones a go.