Null-Audio Horrible Customer Service. BEWARE!

I just wanted to share my story with Null-Audio to everyone else on Head-Fi.

I bought their Enyo headphone cable for my Triple-Fi 10's on March 6th, 2009. This year, on February 19th, 2010 the right speaker would lose sound depending on the angle of the cable.

Fine, they're within warranty, so I sent an email to Null Audio asking to have a replacement. They said to send the cable into them and they'd fix it and send it back.

Fast forward to APRIL 9th. A full month after I first sent in the cables, and have been without good quality music on the bus. I get my cables back, and notice that they are not brand new cables, but instead, the same cables only repaired, fine, no big deal. However, when I plug them in to my iPod to listen, the exact same problem persists. So I email them again, and receive this as a response.

Ugh. Fine. So I sent out my cable the following week and am waiting. They said they would send my cable "next week" thus meaning that they are not waiting to receive my faulty cable before sending a new one. However, I somehow think this is not the case, as it's been one month since they were supposed to send my cable, and I've yet to receive anything.

All this to say, if you own a Null-Audio cable, I surely hope nothing happens to it that you'd have to send it in to be replaced, or else you can look forward to a solid 3+ months without your cables.

Disappointed.

So, just as an update, it's now been FOUR WEEKS since they supposedly sent out my new cables. I don't know what shipping service they're using, but that is ridiculous by any standards.

Who else makes good TF10 cables, just in case I ever need new ones again, I will not buy from Null-Audio.

Quote:

Originally Posted by JiPod 

Thanks for your feedback.  I'll really think twice prior to any future transaction with Null Audio.
 

 

This is all I wanted to make people aware of with this post.

If you're looking to get remolding work done (As I did) talk directly with Sam from Unique Melody, he's very friendly and it saves you a few middle-man dollars. I love my remolds.

However, I can say that as long as you always use the "Contact Us" form on their site, Kevin Wang is reliably fast in returning emails. When I asked him why it's taken so long since he said "next week" he responded:

and then

This set of emails was sent on May 13th, meaning it's been 5 business days today. We'll see if they stay true to their 5-7 estimate. I guess I'll know on Monday, and who knows about this new connector he mentioned, but I'll for sure keep everyone updated.

Just thought I should update. My cables came in YESTERDAY. Meaning, the 5-7 business days was, of course, bull. In total, I believe I was without headphone cables for FOUR MONTHS.

In short, do NOT buy from Null-Audio. Ever.