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Head-Direct (Nankai) - Page 4

post #46 of 89
6/8/11 at 7:59pm

Normally player sellers will charge restocking fee such as apple. We never take any restocking fee, but we do not refund shipping cost if customer want to do refund. In addition, we can provide the shipping invoice. International express shipping is expensive. 

 

Quote:
Originally Posted by debitsohn View Post

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.  



 


Edited by Nankai - 6/8/11 at 8:25pm
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post #47 of 89
6/8/11 at 8:18pm

Before 2010 we used to ship fixed RE0 as replacement to customers. Since we received some complain about this, we start to providing new replacement since early 2011. 

 

 

When I reply keanex's email, I was on my way to airport. I don't want customer to wait so that I directly reply with my cellphone. I found a internet bar in airport a while ago so that I can reply the post right now.  If the customer don't have money to pay $1.5 shipping cost, we of course can help him after we receiving the package. 

 

 

In keanex's email (8:22pm), at first he mentioned he don't have the invoice or receipt.

 

I replied him at 8:44pm, told him that he should have an email invoice in his email.

 

In 9: 15pm, keanex replied that he got problem of his email so that he can not provide me any invoice. 

 

I told him that he should have the record in his paypal or googleaccount. (9:22pm). 

 

I got his reply that he paid via debit card, not paypal or google. (9:24pm). 

 

Then I told him he might purchase at amazon or from other sellers. (9:27pm)

 

In 9:34, keanex found this transaction in amazon at Nov 4th at 2010.

 

I send the warranty instruction email to the customer at 9:41.

"Good. Now u can get ur warranty with ur receipt. Pls print ur amazon receipt and this email, note u need a replacement, and ship ur earphone (no accessories and box) to the following address.
Head-direct corporation 
41-70 main st, #3-326

Flushing, ny 11355 "

 

In 9:46 the customer don't want to pay shipping, and start to attack in words, and insisted that we will send him a bad replacement. 

 

I replied at 9:55 that shipping back via USPS only take $1.5, and we will ship him a new replacement. 

 

In 10:03PM， customer keep telling me that he don't believe we will not ship him a new replacement. And attacking. 

 

I tried to tell him that pls trust us, and we will send him a new replacement, but customer never listen to me, and keep threatening in words. 

 

 

 

 

 

 

 

 

Quote:
Originally Posted by keanex View Post

 

 

 

 

 

 

 

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.



 


Edited by Nankai - 6/8/11 at 8:24pm
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post #48 of 89
6/8/11 at 8:29pm

You mocked me in the e-mails and handled the situation like a child. I will never buy, nor will I ever recommend another product from Head-Direct again. Not only is the quality control an issue brought up often here, the customer service is non-existent until public complaints. Also you claim Apple charges a restocking fee which is slander, I've owned many Apple products that have been replaced and have never been charged a restocking fee. Also you fail to mention why the above customer failed to receive a full refund. I will never do business with Head-Direct again, why would I want to deal with poorly made products and then receive poor customer service? 

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post #49 of 89
6/8/11 at 8:42pm

The world is small. I wish there are more trust and respect between different people locate in different place on the earth. I am very sad to see something like " I don't know how you ........ in China, but in America we .....".  

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post #50 of 89
6/8/11 at 8:52pm

If Head-Direct were going to send me a brand new replacement pair, then why not send it first with a pre-paid box to return? This is what most respectable companies do, not make their customers pay for shipping because of a product defect.

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post #51 of 89
6/8/11 at 9:02pm
Quote:
Originally Posted by Nankai View Post

The world is small. I wish there are more trust and respect between different people locate in different place on the earth. I am very sad to see something like " I don't know how you ........ in China, but in America we .....".  


Ugly indeed.

I blew out a pair of HE-6s by my own mistake. I was willing to buy a new driver but Head-Direct has offered to replace them under warranty. I can't ask for better support. I know there are instances in customer service that snowball into major issues but my dealings with both HE-6 purchase and the HE-500 loan program have given me a unique experience I can only say is impressive. Chinese, Peruvian, French, I don't care. I'm a world consumer and I will spend my money on the better product. If anyone is willing to stand behind their products, they are alright by me.
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post #52 of 89
6/8/11 at 9:06pm

 

Quote:
Originally Posted by keanex View Post

If Head-Direct were going to send me a brand new replacement pair, then why not send it first with a pre-paid box to return? This is what most respectable companies do, not make their customers pay for shipping because of a product defect.


It's pretty common for the customer to pay for the return shipping of a defective product, but not to pay anything for the shipping of the replacement.

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post #53 of 89
6/8/11 at 9:07pm

Quote:
Originally Posted by keanex View Post

If Head-Direct were going to send me a brand new replacement pair, then why not send it first with a pre-paid box to return? This is what most respectable companies do, not make their customers pay for shipping because of a product defect.


keanex, the policies for these types of things do vary from company to company.  I just sent a failed hard drive back to the manufacturer--on my dime--that was still under warranty.  I had a backpack repaired that I had to also cover shipping costs for to have repaired under conditions of its warranty.  At the same time, I've also had pre-paid boxes sent for other things.  Again, it varies from company to company, and this really isn't unusual in the least.

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post #54 of 89
6/8/11 at 9:07pm

Show me another company that does this when it's a defect of the product. I didn't see Microsoft charging it's customers to send back their 360s. It's not common practice at all, it's the practice of poor customer service.

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post #55 of 89
6/8/11 at 9:25pm

Quote:
Originally Posted by keanex View Post

Show me another company that does this when it's a defect of the product. I didn't see Microsoft charging it's customers to send back their 360s. It's not common practice at all, it's the practice of poor customer service.


The defective hard drive, still under warranty, was made by Seagate.  Shipping to return the item is my responsibility.  What I did get from their website was a shipping label to print, but it was not prepaid.

 

The backpack was by Targus.  Here is Targus' warranty page that discusses return shipping costs:  http://www.targus.com/ca/warranty.asp

 

Nikon:  http://www.nikonusa.com/Service-And-Support/Nikon-Inc-Shipping-Information.page

 

Benchmade (knives):  http://www.benchmade.com/about_knives/warranty.asp

 

Western Digital:  http://support.wdc.com/warranty/rmapacking.asp

 

Hartmann (luggage):  http://www.hartmann.com/shop/images/pdf/Hartmann_Absolute_Assurance_Guarantee.pdf

 

Again, it is very common, and it does vary by company.

 

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post #56 of 89
6/8/11 at 9:28pm
I agree that many companies won't pay for shipping back defective products for warranty.
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post #57 of 89
6/8/11 at 9:31pm

Seagate is known to be a company with poor quality and bad customer service. Everyone knows to get a Western Digital, which has fantastic customer support. They've replaced 3 hard drives simply by sending me a new one, no questions asked. Also the warranty information is CLEARLY stated for the backpack that you're paying the shipping information. Nowhere on the head-direct website is the warranty shown. This is not only shady, but a great representation of how poor the customer service is.

 

Everything you linked states clearly the shipping information.

 

The Western Digital site is false or outdated. 

 

It's also not even about the shipping payment, it's the mocking manner in which I was talked to and how this situation was handled, especially when he told me I had to pay shipping.


Edited by keanex - 6/8/11 at 9:36pm
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post #58 of 89
6/8/11 at 9:38pm

Quote:
Originally Posted by keanex View Post

Seagate is known to be a company with poor quality and bad customer service. Everyone knows to get a Western Digital, which has fantastic customer support. They've replaced 3 hard drives simply by sending me a new one, no questions asked. Also the warranty information is CLEARLY stated for the backpack that you're paying the shipping information. Nowhere on the head-direct website is the warranty shown. This is not only shady, but a great representation of how poor the customer service is.


Well, since you brought up Western Digital as a company with fantastic customer support, you should read this:

 

http://support.wdc.com/warranty/rmapacking.asp

 

And you'll notice this:

 

Quote (emphasis by me):
Use a traceable carrier. Use a traceable carrier for transport or a signed for service (i.e., Airborne, Fed Ex, UPS, U.S. Priority Mail, etc.) with the post office (European/Canadian customers only) as they provide you with a tracking number and proof of delivery. The cost of sending a drive to the returns service center for warranty service (also known as the return shipping cost), is paid by the customer. Western Digital pays for the return shipment (except for some Latin American countries). Western Digital will refuse any collect payment shipment. If upon arrival your products are out of warranty the shipment will be returned to you at YOUR COST and may be scrapped without further notice.

 

I want to make clear that I'm not asserting you should be thrilled or happy about it, only that it's common practice, as evidenced by the many links I posted in my previous post, and even more so by a company you yourself acknowledge to have fantastic customer service (Western Digital).

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post #59 of 89
6/8/11 at 9:40pm

Funnily enough, within the year I've had 3 free hard drives sent to them when I provided proof their hard drives failed on me, even if they were 3 years old. They gladly sent a pre-paid package. Also it seems many people agree with me: http://www.head-fi.org/forum/thread/557126/re0-and-why-i-can-not-recommend-them-to-anyone/75#post_7528132

 

As I said though: It's also not even about the shipping payment, it's the mocking manner in which I was talked to and how this situation was handled, especially when he told me I had to pay shipping.

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post #60 of 89
6/9/11 at 10:17am
Quote:
Originally Posted by Nankai View Post

Normally player sellers will charge restocking fee such as apple. We never take any restocking fee, but we do not refund shipping cost if customer want to do refund. In addition, we can provide the shipping invoice. International express shipping is expensive. 

 



 



so you ship 1 item per shipment from china... restocking fee? the player had an issue with buzzing. you still sold it. you then told me, the issue had been fixed in the newer ones.  why would i be charged a restocking fee if the product is defective?

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