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Head-Direct (Nankai) - Page 3

post #31 of 89

Received my Hifiman HE-4 today (4/5), ordered 3/29.  Just giving dates in case people are wondering how long it takes for in-stock item coming from Hong Kong.  Very happy with the product and packaging material.  When email was sent regarding tracking I usually got an email within 24 hours.  I also received a couple weeks ago the back-ordered Hifiman RE-262 and equally happy with that product.  That came from stock in New York and shipping was fairly quick once in stock.

 

Thank you to Head-Direct

post #32 of 89
My brother and his friend broke my beloved RE0, so they ordered another one. They received the new iem in about 4-5 days (order+shipping to Italy), that's very fast. When they gave it to me, to my surprise it looked different (new cable and jack) but it sounds pretty much like the old.
Edited by rera - 4/22/11 at 4:37pm
post #33 of 89

I ordered the HE-4 and EF5 combo last tuesday, and it arrived today! Talk about quick delivery!

Unfortunately I wasn't home for delivery, so I'll have to wait till tomorrow.

 

Throughout the whole time, Head-Direct (And specifically Ms. T) have been absolutely amazing to deal with. I had issues with the tracking number, and Ms. T insisted on investigating it further, so I really can't complain about anything at all!

 

5* service and 5* products - what are you waiting for?! :D

post #34 of 89

A few weeks ago, I sent me Head Direct RE0s in for replacement, as they had stopped giving clear treble. I'd had them 5 months. After 2 weeks and an agonizingly long process of correspondence with someone who was obviously not proficient in English, I received the exact same pair of earbuds I had sent them. Consider this a warning if you are thinking of buying anything from Head Direct.

post #35 of 89

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.

 

6/8/2011

 

*Important Update:

 

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.

 

7/5/2011


Edited by takezo - 7/5/11 at 3:33pm
post #36 of 89

What about giving you an HE-5LE in exchange, was that subject ever breached?

post #37 of 89

I called Head Direct today. They claimed the earbuds they sent me back were not mine, but admitted their replacements were used. They told me to send these back in yet again, but I am considering simply calling the BBB instead. Sending me someone else's broken used RE0s does not constitute replacement. I'm going to say it one more time. Do NOT buy anything from Head Direct. Their customer service is horrible, their return policy is nonexistent, their build quality is atrocious. I'm going to order some Etymotic HF5s and be done with this.

post #38 of 89

After a little resaerch, I've determined that Head Direct's warranty policy violates the Magnuson-Moss Warranty Act.

 

(4) A statement of what the warrantor will do in the event of a defect, malfunction, or failure to conform with such written warranty – at whose expense – and for what period of time.

(9) A brief, general description of the legal remedies available to the consumer.

(13) The elements of the warranty in words or phrases which would not mislead a reasonable, average consumer as to the nature or scope of the warranty.

 

Their warranty policy does not meet these requirements.

post #39 of 89

I bought my RE0 about a year ago, I don't know the exact date, and have put maybe 100 hours of use max on them. I was switching tips after not using the RE0 for 4 months and they broke at the seam, simply just fell apart. The IEMs have been kept in 70-75F weather indoors for most of their lifespans so it's not possible that heat could have melted these, simply shoddy build quality and engineering. I sent Head-Direct an e-mail and it took 3 days to receive an e-mail that made it very clear they hadn't read either of my previous two e-mails. I e-mailed them back within the hour and now it's been 24 hours since I've heard anything back. 

 

Unless Head-Direct comes through in spectacular fashion to correct this, I will not only be never buying another product from them, but I will never recommend them. I will also be looking into filing a complaint to the BBB as well as this is completely unacceptable.

post #40 of 89

Hi takezo,

 

I am the owner of head-direct. Would you pls forward your previous emails to head.direct@gmail.com? I think I can help on warranty. 

 

Fang
 

Quote:
Originally Posted by takezo View Post

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.

 

6/8/2011



 

Reply
post #41 of 89
Quote:
Originally Posted by Tefloon View Post

I called Head Direct today. They claimed the earbuds they sent me back were not mine, but admitted their replacements were used. They told me to send these back in yet again, but I am considering simply calling the BBB instead. Sending me someone else's broken used RE0s does not constitute replacement. I'm going to say it one more time. Do NOT buy anything from Head Direct. Their customer service is horrible, their return policy is nonexistent, their build quality is atrocious. I'm going to order some Etymotic HF5s and be done with this.



You should receive a new RE0 for replacement. Pls forward your previous emails to Mrs. T about the issues. I think I might be able to help to get a new replacement to you. 

Reply
post #42 of 89
Quote:
Originally Posted by keanex View Post

I bought my RE0 about a year ago, I don't know the exact date, and have put maybe 100 hours of use max on them. I was switching tips after not using the RE0 for 4 months and they broke at the seam, simply just fell apart. The IEMs have been kept in 70-75F weather indoors for most of their lifespans so it's not possible that heat could have melted these, simply shoddy build quality and engineering. I sent Head-Direct an e-mail and it took 3 days to receive an e-mail that made it very clear they hadn't read either of my previous two e-mails. I e-mailed them back within the hour and now it's been 24 hours since I've heard anything back. 

 

Unless Head-Direct comes through in spectacular fashion to correct this, I will not only be never buying another product from them, but I will never recommend them. I will also be looking into filing a complaint to the BBB as well as this is completely unacceptable.



I am interested in reading the email. Would you pls forward the email to me? I think I am the right person to help you get your warranty. head.direct@gmail.com. 

Reply
post #43 of 89

wow didnt know this was here.  heres my experience:

 

I purchased a HM601 to use with my JH16s.  The buzzing/noises in the background were so bad (worse when the LCD screen was on) I asked for a refund the next day.  it had been used maybe 2 minutes total.  they agreed and i shipped it back.  

 

I get my refund and its 20$ short. 10$ shipping i  paid in the beginning, fine (even tho it was just thrown in a 5$ flat rate box). you can keep that head direct EVEN tho, you admitted it was a problem with your player and that it had now been fixed.  when i inquired about the added 10$ they said its because they had to ship it from china.... w t flying F?  it was shipped from their NY location so theyre saying they shipped my unit especially from china and then to me and therefore i had to pay 20$ shipping charge? such BS.  

 

but whatever im over it. but this is a feedback thread and that is my feedback.  they make good products but really need to re-evaluate their CS.  

 

known problem with your product, i shouldnt have to pay any shipping.  

post #44 of 89


 

Quote:
Originally Posted by Nankai View Post





I am interested in reading the email. Would you pls forward the email to me? I think I am the right person to help you get your warranty. head.direct@gmail.com. 



I have forwarded my first two e-mails, the response and my response to that. As you'll see between my first e-mail and the response there was a total of 56 hours before I was contacted, and you'll notice I responded back to that message 2 minutes later, and now have not received a response even though it's been 24 hours. 

 

I'm very concerned with the quality of product and I highly doubt I'll purchase from Head-Direct again, which is a real shame considering the RE-Zero sound like my perfect IEM and I was highly interested in the 262/252 for testing. Now my confidence is shaken.


Edited by keanex - 6/8/11 at 5:27pm
post #45 of 89

 

After many back and forth e-mails with Nankai I was informed that they would "replace" them if I sent them in. Now when I say they want me to send them in, they are making me pay postage when the item is covered under warranty. I have never once heard of a company making it's customers pay postage to fix an item under warranty. The response I got when I questioned this was that it was only $1.50 USPS. Why should I have to pay for their mistake? Even so if I were to send them in, I've heard horror stories, people who are sent back the exact same item they sent in unfixed, people who received a different pair of their headphones that were used/broken, and a personal friend waited 20 days after the item was received before it was sent back to him. The whole conversation was handled unprofessionally by Nankai typing words like "u" and lack of any sort of grammar attention at all, I felt like I was talking to a 15 year old FPS gamer. Nankai even threatened to publicly display my e-mails, in-which I'm obviously expressing anger due to terrible customer service.

 

I will never recommend or buy another poorly made Head-Direct product.

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