Last night, after 2 1/2 years of fairly delicate usage, the left canal phone for my beloved Super.fi 5 Pro broke. Basically the female socket on the one can (right) that accepts the removable cord came completely loose, rendering the right canal phone obsolete. It was somewhat discouraging to have these break after a relatively short period following the ending of the warranty, and based on what I had been reading here, braced myself for the worst in terms of Customer Service. That said, I thought I would report my experience here...
Initially, I called UE directly, and was transferred to Logitech customer service in Arizona. After checking the date I had purchased the SF5Pro on Amazon, I was told that they were no longer covered by warranty (as I expected) and that repairing them was not an option, even with my willingness to pay for a repair or replacement to the one right canal phone! After telling them that I found the complete lack of options unacceptable given the price of the product, and reminded them of my willingness to pay a reasonable price for repair or replacement—and only after mentioning "Head Fi"—was I put on hold for a while and finally hung up, once I started feeling forgotten about.
I decided to call back the UE folks that I called initially, and brought them up-to-date. This time, instead of getting transferred, with very little hassle, I was informed that I could replace the headphones for a brand-new pair for 50% off (which I could apply to either the SF5Pro or an upgrade). I decided to get the SF5Pros again for $125. Being that they were only asking for the broken right canal phone back, I am still left with replacement parts; the brand-new cable, a perfectly working left canal phone, cleaning tool, case and the comply tips that I have standing by. Given all of that, the $125 seemed reasonable and they offered Free Shipping and a 1 year warranty.
On the one hand, I would have preferred them not to break, but I have to say that if they arrive as promised (I have no reason to expect they will not), I will be a very happy customer. (However, if they break again in another 2 years, I may need to reconsider another brand.)
I will report back once the package arrives to close the loop. Being that I've been reading some bad things about then state of Customer Service with the new UE ownership, I thought I would provide what I considered to be a very good, albeit not perfect, customer service experience.
I don't think I ever properly burned in my last pair, but did notice that they got better over time. Can someone please tell me what is recommended to properly burn-in a pair of Super.fi 5 Pros quickly?
Initially, I called UE directly, and was transferred to Logitech customer service in Arizona. After checking the date I had purchased the SF5Pro on Amazon, I was told that they were no longer covered by warranty (as I expected) and that repairing them was not an option, even with my willingness to pay for a repair or replacement to the one right canal phone! After telling them that I found the complete lack of options unacceptable given the price of the product, and reminded them of my willingness to pay a reasonable price for repair or replacement—and only after mentioning "Head Fi"—was I put on hold for a while and finally hung up, once I started feeling forgotten about.
I decided to call back the UE folks that I called initially, and brought them up-to-date. This time, instead of getting transferred, with very little hassle, I was informed that I could replace the headphones for a brand-new pair for 50% off (which I could apply to either the SF5Pro or an upgrade). I decided to get the SF5Pros again for $125. Being that they were only asking for the broken right canal phone back, I am still left with replacement parts; the brand-new cable, a perfectly working left canal phone, cleaning tool, case and the comply tips that I have standing by. Given all of that, the $125 seemed reasonable and they offered Free Shipping and a 1 year warranty.
On the one hand, I would have preferred them not to break, but I have to say that if they arrive as promised (I have no reason to expect they will not), I will be a very happy customer. (However, if they break again in another 2 years, I may need to reconsider another brand.)
I will report back once the package arrives to close the loop. Being that I've been reading some bad things about then state of Customer Service with the new UE ownership, I thought I would provide what I considered to be a very good, albeit not perfect, customer service experience.
I don't think I ever properly burned in my last pair, but did notice that they got better over time. Can someone please tell me what is recommended to properly burn-in a pair of Super.fi 5 Pros quickly?
