my HE-5 finally has a crack in the wooden housing of the right channel. it's been 20 months,
less than 2 years, since i directly purchase from head-direct.
contacted ms t. to inquire about repair warranty. took 10 days and 4 emails to be declined
of resolution of any nature. her emails are minimal in explanation except that "we don't replace
the wooden frames". that's it. no other offer for resolution even when i clearly pointed out
that the warranty is within their advertised 3 year warranty. i consider it a breach of warranty
but have accepted the fact head-direct will ignore this issue for their own convenience. this is
the first time i've ever dealt with a company which won't stand by their own warranty claims, nor
even offer an apology for not being able to offer a resolution.
i've decided to move on but felt compelled to warn others of their handling of this. if they can
do this with one of their products they can do this with any and all of their remaining product
line when convenient.
Head-direct customer service/ warranty claims is a FAIL in my book.
Fang was gracious enough to contact me personally and remedied the cracked wooden frame of
the HE-5. no replacements are possible anymore but i've upgraded to another model with the
full credit given for the return of the HE-5. In retrospect, i believe it was just a misunderstanding
of the english language on both parties, ms. t and i. thank you doctor.
Edited by takezo - 7/5/11 at 3:33pm