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Without knowing the terms of the distribution contract between Shure and the distributor which the OP purchased the e2cs from i can't say for sure what their obligations are. However it would make sense to a consumer that whether they are Shure or not, if they are an authorised distributor they should honour the terms of the warranty offered by Shure. Otherwise Shure's warranty would be useless unless the product was purchased from Shure directly which isn't possible outside of the US. I doubt Shure's international distribution model could be so flawed.

It seems in this case, it is simply a matter of a dodgy local distributor refusing to honour a warranty they should be honouring. Without knowing what the regulatory consumer bodies in the Phillipines are or how effective they are in resolving disputes, I can't really say what kind of help the OP can get. Contacting Shure HK would definately be a good first option though.

Anyway, it can't hurt to have a look at what others have experienced in regards to Shure's warranty stories. Though the two situations are not completely alike, they do have some similarities.

Hi everyone!

Again, thanks to those who commented on my problem. Your posts proved to be very much helpful in informing me with what necessary steps I have to take.

I just talked to the retail store guy who received my unit. Their company is still adamant in not performing standard warranty claims processing regarding my damaged SCL2 unit (which is replace the product with a new one). In fact, they were claiming that the store where I got the product (not affiliated with them, but is an authorized Apple Mac center) could have gotten the Shure unit elsewhere, suggesting that the unit I got is somehow gray or a parallel import.

I contacted also the store where I bought my Shure phones and they expressed grief over the manner by which the warranty claim is being handled. The guy I spoke with said to me that their products came from the company that currently has my 'phones (the very same company that is denying me warranty servicing); I believe the Apple Mac store's Shure units are being consigned to them. He's going to contact their administrative head regarding this incident and, hopefully, get something going positive for my damaged unit.

Again, I appreciate the support and information that has been coming this way (i.e. this post). To ClieOS, man, you're the best!

I hope other Shure 'phones owners can still share their warranty servicing experience, specifically those who owns/owned SCL2 units. If the authorized warranty service center here in the Philippines remains stubborn, I'll gladly show them a link of this forum and understand why I am that nosy about pressing my warranty claims (which, I think, I deserve knowing Shure's much-touted no-hassle, 2 year international warranty).

Keep the posts coming! Thanks again!

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Maultar,

Regarding your concern on regulatory consumer bodies here in the Philippines, if there are any they really aren't doing their job well or are just BS in protecting consumer rights. Unlike there in the US wherein you guys can get a 30-day money back guarantee, stores in the Philippines (most of them) employ a no-return, no-exchange policy. And for warranty claims, especially for products bought locally, one has to endure a frustratingly long way in ensuring his/her damaged product gets ample warranty servicing.

Right now, I'm getting passed around by two companies (the Shure authorized service center here and the reseller where I bought the SCL2, which also happens to be an authorized Mac reseller). The former is claiming they have a limited warranty policy and they do not know how come I've bought an SCL2 there in the first place, seemingly suggesting that the unit I've got is either gray or a parallel import; the latter, on the other hand, is saying that they got the Shure units (including the SCL2s) from them through consignment. Whatever they're barking at, at the end of the day I don't see enough reason why they're reneging from their commitment to service my damaged unit, which involves replacing the unit with a new one or at least do the repairs themselves (And not suggesting that I do the repair myself).

Thanks a lot!

Give them (the Apple store) a day or two to sort through things with the the distributor, if they can't convince them to provide warranty, then it is time to up one level and bring it to the attention of Shure HK. I'll also suggest you forward the same complain to Shure U.S. when you email their HK office.

ClieOS,

When I was on the phone just this afternoon talking to both the Apple store and the authorized Shure warranty service provider reps, I tried my very best not to spew brimstone upon them. And I think I succeeded with that.

I've already emailed Shure HK yesterday regarding this problem. It will serve as a backkup strategy should they still fail to honor the warranty promise; the moment they deny yet again their responsibilities, I'll just flash 'em an email from Shure HK. And if they are still stubborn, I'll drop Shure HK a personal call (even if it's quite heavy to the pocket. )

Thanks again for the comment!

Oh i see, you mentioned that the company you purchased them from are an authorised mac reseller. Hmmm, i know some companies will not honour a warranty that is purchased from anywhere but an authorised distributor which they have a legal right to do if it is stated somewhere in the documentation provided with the product.

Do you have any of the "go fix it yourself with some glue" coversation down in writing in like an email or something? If it was over the phone it probably won't be of as much use to you when you plead your case to the HK office. A retailer should never say to go and fix it yourself, at least not in any country where they could have a possible law suit brought against them.

I agree with ClieOS in that your best option would be to contact Shure HK if things don't progress with the company selling the product.

(lol was typing this while you typed your response)

Hey, just read through the thread and my suggestion is just to contact the main HQ straight away. Having first hand experience with Shure's 2 year international warranty, I wouldn't bother with any reseller. Contact Shure HK, they'll forward it on to the authorized dealer/repairer. This way the dealer has to respond on behalf of the parent company.

Shure has also been cracking down on products not purchased by authorized dealers, and is stated on their website that they wont warrant any products sold by unauthorized dealers.

goodluck

Hey everyone! I've got good news!

Here's the reply of Shure HK regarding my earlier e-mail to them about how the local Shure warranty dealer has been mishandling my warranty claims for my Shure SCL2 unit:



"Thank you for choosing Shure.


We have contacted our local distributor-Audiophile to get a better scope on your case. Since we are still waiting for their information, at this stage let me address Shure warranty terms and conditions for your reference.


For all the international purchase of the earphone products, you can either send the defective earphones back to the distributor you have made purchase from, or to the nearest service centre run by Shure incorporated with a valid proof of purchase. Please be advised that to read and understand the terms and conditions in your warranty card that came with the package. The 2 year limited product warranty starts on the date of purchase. The start date of warranty can be found on the purchasing invoice. Customers are required to provide a valid proof of purchase to be qualified the Shure product warranty.


Shure offers 2 years limited warranty to the new product sold to customers to ensure products are free from defect both on materials used and workmanship in manufacturing. Any other causes of product malfunction or damage will not be warranted. This warranty does not apply in cases of abuse or misuse of the product, use contrary to Shure’s instruction, ordinary wear and tear, an act of God, negligent use, purchase from a party other than Shure or Shure-authorized reseller, unauthorized repair, or modification of the product.


We shall get back to you for further advise once we have received their information. Meanwhile, if you have any information, such as work order receipt for your defective earphone, it would be appreciated if you can scan and e-mail us a copy for our reference. You can also contact us if you have further questions."



Then just a few minutes after lunch time, I got an SMS from the local Shure warranty provider here telling me that they are going to replace the damaged unit with a new one. Yay!

I guess if there's one lesson everyone can get from this episode, it should be on how one's persistence can really pay off, especially when you know that you are on the right side of things. Add to that the immense support the head-fi.org community has been providing me since I posted this concern a few days ago.

I really can't thank you enough guys for offering me assistance with my dilemma. To those who are in the Philippines and are currently using Shure in-ear products, I hope someday, somehow, and in someway this post will find its way to your web browsers should the time come that you're going to be put in the very exact situation as I currently am experiencing. And I hope the local Shure warranty provider here in Manila should know better the next time customers press them to fulfill their part of the deal in providing ample and proper warranty servicing to defective/damaged Shure products. It's their unwillingness to put the customer at the center of every transaction that's going to ruin Shure's name in the long run in this part of the globe.

To ClieOS, maultar, and all those head-fi.org fellows who've lent a helping hand, thank you very, very much. You guys are really, really great.

Thanks and all the best to head-fi!

Glad to be of help. Lets hope the Philippines distributor learns a lesson from all these.

"Shure offers 2 years limited warranty to the new product sold to customers to ensure products are free from defect both on materials used and workmanship in manufacturing. Any other causes of product malfunction or damage will not be warranted. This warranty does not apply in cases of abuse or misuse of the product, use contrary to Shure’s instruction, ordinary wear and tear, an act of God, negligent use, purchase from a party other than Shure or Shure-authorized reseller, unauthorized repair, or modification of the product."

Even God knows enough to use Westone products!

from my experience the cables did indeed change, the old cables used to mold to the shape of your ear at the top but the new ones dont stiffen and keep shape nearly as easy.

mine are dated 06/08 so im guessing the change was from around then. the main thing is shure listened to concerns and sorted it, if you still have cable problems then it shouldnt be related to stiffening anyway.

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lol hater.

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Indeed

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Hater of which? God or Shure?

Should I bow to "thee headphone supremeus"

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Not true. There was no change at all. Shure e2c cables have always been the same (I'd know because I've gone through 2 pairs of e2c's and 3 pairs of SCL2). Just avoid the lower-mid end Shures and poof, no problem.

And nay on UE for CS either....I hope Westone stands behind their products.

Brendan