Didn't know about this thread, I just posted about my experience with V-Moda, and someone suggested I add it here. Here is the post:
First of all, let's get this out of the way...I am in no way affiliated with V-Moda and receive no benefit from posting the following information.
It has been a long time since I've been impressed enough by a company to spread the word, but today V-Moda did just that. Earlier this week I ordered a "Verified Like New" set of Crossfade LPs directly from their website. When they arrived I was pleasantly surprised that they threw in some cool swag along with the headphones! Unfortunately, the Crossfades suffered from the dreaded "cracked plastic" problem that has been mentioned here and elsewhere. I called customer service today and left a voicemail, not really expecting to get a response any time soon. To my surprise, I got a return call just a couple hours later. We discussed the problem, and I won't go into too much detail but they went above and beyond to fix the situation. Thanks guys!
I've owned a lot of headphones over the years, from a lot of brands but I have to say this was by far the best customer service experience I've had.
It's great to see good stories posted here.
You mentioned not knowing about this thread. It started many months ago when I happened to have customer service experiences that were night and day apart in terms of quality and responsiveness. I began the thread by comparing the outstanding customer service I received from Audeze when it turned out LCD2r1 headphones developed a problem with their drivers. I was one of those affected. At about the same time, I experienced driver failure with my Grado PS1K. Audeze's service was outstanding; Grado's was not.
The comparison was intended to show that Head-Fi'ers don't have to stand for poor customer service. Great customer service is a standard we should all demand and consistently receive. By and large, I tried to keep the thread respectful, courteous and informative and hope most agree that I did a reasonable job of it. Originally, this thread was about Grado versus Audeze. When Grado finally (third trip to Brooklyn) fixed my PS1K, I changed the name of the thread to more generally apply to customer service issues and not be limited to just Grado or Audeze.
From time to time, people still post about their experiences, good and bad, in this thread. It would be wonderful if more people would focus on posting their customer service experiences in a more concentrated place, wherever that might be, so people would know the most likely place to look for useful information about the subject. I would be very happy if that place was this thread. The fact that people still remember this thread and recommend it to others is gratifying as is your story of how good customer service can and should be. Thanks for posting.