Head-Direct (Nankai) - Page 5

Quote:

Originally Posted by Happy Camper 

Quote:

Originally Posted by Nankai 

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.

i suspect in items where the profit margin is high, they offer better service... or maybe for products over 500$? 

I may have been a bit harsh out of anger given the circumstances, I apologize. I will take Nankai up on the offer and give Head-Direct another chance, I do expect a speedy return though given I'm shipping to New York and I live in New Jersey. We will see.

Ok so in summary of "the circumstances", someone has had an IEM (RE0) for 1 year and 4 months with 100 hours use and it falls apart at the seam due to a glue defect, (it had to be a glue defect since he certified the weather in his house is perfectly normal).

After some email exchange and 24 hours wait, he is not getting the fluent english speaking lady and 24/7 service he's paid a high premium for, just someone that speaks english as a second language that seems rather busy with a company or something, this is now adding salt to his wound.

Eventually, the company offers a brand new RE0 to him, the customer then has a fit that he has to pay $1.50 shipping, when it's the companys fault!, then a huge company warranty policy discussion ensues.

Now he's calmed down about the dollar fifty, but expects super fast shipping after all this.

Perhaps I'm crazy, but if an IEM failed on me after 1yr4m I'd either fix it or throw it away, you know some countries don't even know the concept of warranty or return, 1y4m is asking too much, and it's outside of head-directs 1y warranty on the RE0 so they weren't even obligated to do anything in the first place, this feedback thread just looks ridiculous now, imho!

It wasn't even a year old. They were purchased in November 4, 2011. I used them from then until December 12th, when I no longer needed them. I then used them 3 weeks in May while on vacation. So technically barely 7 months, and around an actual month of light-medium use. You've read wrong.

     Quote:

Originally Posted by keanex 

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.

What does that prove? That you didn't read the post? I said roughly a year, as I didn't know the exact date until I found my order information through Amazon which states that I ordered them November 4, 2010. I also said that hadn't been touched in 4 months, which does not imply you add four months to the 1 year.

Edit: I'm bad at reading as well, I ordered them November 1, 2010, not November 4.

Just want to add some more props to Fang and Ms. T, I just got my warranty replacement HE-6 and it sounds and looks great, even unexpectedly came with all the bells and whistles. I've been a relatively steady customer of HiFiMAN for a couple of years now since my original HE-5/EF5 purchase and they have never let me down. Sometimes things seem a bit unorthodox compared to more established companies, but they always end up doing the right thing and therefore I recommend their products highly. Looking forward to the upcoming EF6.

If you ship it straight to China for replacement then you pay for shipping- that makes absolute sense to me but if you drive (or ship it at your expense) the earphones to Head Direct USA branch then they should ship it to China on their expense along with other defected items. I always take the drive personally where I have bought it or send it back to the store where I bought it and then they will send it for repair in some other country on their expense. You can decide to ship it straight to manufacturer which is faster but it is more expensive and you have to pay it.

kindest regards, Peter

Quote:

Originally Posted by grokit 

Just want to add some more props to Fang and Ms. T, I just got my warranty replacement HE-6 and it sounds and looks great, even unexpectedly came with all the bells and whistles. I've been a relatively steady customer of HiFiMAN for a couple of years now since my original HE-5/EF5 purchase and they have never let me down. Sometimes things seem a bit unorthodox compared to more established companies, but they always end up doing the right thing and therefore I recommend their products highly. Looking forward to the upcoming EF6.

again, their higher priced items whtere their profit margin are probably high.  anything like a HM601 and down it seems their CS blows cuz they dont give a crap.  i really, really wanted the HE500 and maybe evne their EF6, but im not going to buy them.  for doing it the right way Fang, you couldve had so much more profit than the 10$ you jacked from me.  use business sense.  people in this hobby are crazy. they will spend money but when treated like crap, they wont.  

Quote:

Originally Posted by .Sup 

If you ship it straight to China for replacement then you pay for shipping- that makes absolute sense to me but if you drive (or ship it at your expense) the earphones to Head Direct USA branch then they should ship it to China on their expense along with other defected items. I always take the drive personally where I have bought it or send it back to the store where I bought it and then they will send it for repair in some other country on their expense. You can decide to ship it straight to manufacturer which is faster but it is more expensive and you have to pay it.

 

kindest regards, Peter

They asked me to ship the headphone alone without any accessories to New Your, then I got a completely new unit direct from China. Communication was pretty good all through the process.

Quote:

Originally Posted by debitsohn 

again, their higher priced items whtere their profit margin are probably high.  anything like a HM601 and down it seems their CS blows cuz they dont give a crap.  i really, really wanted the HE500 and maybe evne their EF6, but im not going to buy them.  for doing it the right way Fang, you couldve had so much more profit than the 10$ you jacked from me.  use business sense.  people in this hobby are crazy. they will spend money but when treated like crap, they wont.  

I don't know about that, I bought an RE0 at one point that I didn't care for and it was also defective (the slider ring was too tight of all things); they processed a full refund for me no questions asked.

The only issue I ever had with them was when they had just moved to their new location in NY, they weren't set up to sign for insured packages yet and refused mine the first time around so I had to pay shipping twice. But I didn't hold that against them, and they more than made up for that with this last exchange making one very happy and loyal customer.

guess they pick and choose.  thats even better customer service... nice. 

My RE262 went dead so I sent it to Head-Direct for replacement. I got the replacement recently but unfortunately due to the recent change in the plug of RE262 (from TRS to TRRS now) I'm not able to use it. On asking customer care for the same, I was told that I had to pay $10 + $15 (shipping cost) for it. First of all, it is really unfortunate how I was not provided an adapter with my replacement free of cost as the one I had earlier did not have this problem as it had a TRS plug. Secondly I could have been informed about this earlier and the adapter could have been included in my parcel (which had my replacement in it) and I could have payed $10 for the adapter and saved on the $15 shipping charges. I again contacted customer care and asked them if I purchase a Fiio E11 from them and pay for its shipping cost, could the adapter be included in the same parcel so that I save on the $15 shipping cost for the adapter?

I was told a firm No by them. They say I would have to pay separate shipping costs for both the products.

So Beware, be ready to pay an extra $25 if your RE262 with the old normal TRS plug goes bad as Head-Direct won't provide you with an adapter and on top of that wont cooperate with you.
 

Purchased a Balanced Cable for my HE-4 because I wanted to try it out with speaker taps.  I was sent the single-ended cable.  The HE-4 already comes with a single-ended cable.  We'll see if they come through here.  

Update:  Head-direct is now sending the correct cable.  Thank you

Placed an order for RE 272, already shipped but tracking (TNT) details are not updated yet. Waiting for the arrival :)