"Only $55" for a "free" refit? That can add up if it has to be done more than once, not to mention the time involved. Sure Heir pays for some shipping and time to redo the shells, but
(1) it was their fault to begin with. I am not saying it's possible to get a perfect fit every time, but that's the nature of customs and should be the cost of doing business for Heir. I don't think it should cost the customer anything to do a refit. (2) It's also not the customer's fault that the CIEM's need to be shipped back and forth to China as opposed to somewhere closer.
I'm not an heir fanboy by any means, but your criticisms here are fairly irrational.
(1) Not really. It could have been your fault if you didn't hold your jaw in the right location during the curing process of your impressions, which could cause variance in your normal ear canal shape. It could also be your fault if you didn't closely inspect the impressions, maybe missed a flaw, and didn't express your concern to your audiologist. There is no way for Heir to tell if it was a poorly made impression and the fault of you or your audiologist, or if it was their fault in the crafting process. With that in mind, they can't just continuously take the financial fall for poor fits if they do not know who was actually at fault. Think of all the money they would lose. That is probably why most companies recommend credible audiologists in your area.
(2) But it's also not Heir's fault that they decided to open their business in China, and you decided to give them your business. You bought into that knowingly.
Edited by anoxy - 12/3/12 at 5:01pm