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LCD-2 driver failure turns to happiness.

post #1 of 15
Thread Starter 

So, early last week, the right driver of my LCD-2 r1 goes dead.  Sadness, $950 mono headphone, why did I buy from a small company, etc.  I received mine in May of last year, which I guess is when the bad batch of drivers were put in.  Sent off an email  to support@audeze.com and get back a reply with a link to create an account on their site.  For some reason, I am unable to login to their site and now I'm thinking, "What is this?" but less polite-like.  After letting them know I can't go to where they're pointing me, I get an email with a ticket number and an RMA form and, oh yeah, approval to have the driver's replaced with r2, under warranty, a little something I had asked about in the original email.  They said they don't normally do this sort of thing and I'm not even sure why they agreed to it in my case.  I offered to kiss the guy/gal (didn't really care which at that point) who replied but, thankfully, they took it as a joke...unless they have someone like Jennifer Connelly working support emails.  Long shot, but so was getting r2 drivers.

 

So now my headphones are on their way back to Audez'e and I wanted to share this to show how well they stand behind their products.  At this point, they could kill puppies in headphone experiments and I would still support them.

post #2 of 15

im glad they are fixing it for you...

 

however, it seems like something they need to fix regardless, and saying "we normally dont do this" sounds absurd (i guess replacing the r1 with the r2 drivers?). you bought a headphone for damn near $1000 and it had a bad batch of drivers id expect them to fix it in the best way possible. 

post #3 of 15

Yeah, any pair of headphones that cost over $1k should work for a life time. 

 

 

If they didn't do this I would be shocked. (and probably never get anything from them.) 

post #4 of 15
Thread Starter 

Getting the warranty repair I expected.  I did not expect the free upgrade, but I guess cost difference between r1 and r2 is about $50.  Even so, selling the fixed r1 and buying an r2 would have been more, so I am pretty grateful.  Even more so since they could have said, "We're only obligated to put in replacement r1 drivers and upgrade to r2 is going to cost."

post #5 of 15

Actually no cost increase and more likely simple don't have any stock of the R1 left since its out of production.  You are getting the drivers, not the leather headband or newer cable right?

 

That said, my experience with Audeze has been great.  Though no experience would be better ;)

post #6 of 15
Thread Starter 
Quote:
Originally Posted by Solude View Post

(edit)

 

That said, my experience with Audeze has been great.  Though no experience would be better ;)


No headband.  And yeah, I would rather not know what they're warranty service is like.  What was the turn around time on your repair?
 

 

post #7 of 15

I didn't get a repair.  I had them ship me a replacement before I sent mine.  But mine was defective right out of the box so its a little different.

post #8 of 15

Well, sounds like you got lucky.  My LCD-2 rev1 have had a driver fail FOR THE SECOND TIME, first the left one about a year ago, now the right one.   Maybe I will get lucky like you did -- if they have run out of drivers for the rev 1, maybe they will replace both drivers with the rev 2 version.  I barely use my LCD-2s, preferring the sound quality (and reliability) of my JH16s.  For a barely used headphone to need repair twice after less than 300 hours of use is pretty annoying.  I certainly have no temptation to plunk down $1700 for the LCD-3, especially after seeing Audeze's own admission on their web site that the LCD-3 has had reliability problems as well. 

 

post #9 of 15

Audeze are a fantastic company and Alexander is a top bloke.

post #10 of 15

Always great to hear a company going the extra mile for it's customers. Many don't. I own a small business and I do this all the time and always have. I can't tell you how many lifelong customers I've made by showing up after hours or doing something for free. Best business move ever IMO

post #11 of 15

That's really reassuring, I'd be pretty upset if I spent $1k on a headphone and they didn't do this.

post #12 of 15

The survival of niche small companies, like high-end headphone makers, depend entirely on their cred. There tends to be (not always) an inverse relationship between company size and customer service quality.

post #13 of 15
Thread Starter 

Since you guys resurrected, I'll do a follow up.

 

Right driver failed again a week after getting the headphones back.  They didn't respond to a RMA request for about a week, I think they were getting suspicious of me.  This time, I drove down to Foutain Valley (30-60 min depending on traffic) and dropped them off, mostly to reccy Audez'e's facilites but also cause I hate waiting for things in the mail.  They didn't give me a tour, but they offered to upgrade the headband to leather.  Less than a week later, headphones were ready for pickup and Dr. C., Audez'e CTO, offered to come in on a Sunday to answer questions and let me demo LCD-3 and my headphones on their amp.  Don't get mad at me here, but I'm not sure what kind of amp it was, I think WooAudio, it was big, had two boxes, blue light on the front, definitely not SS.  Here's some of what we talked about:

 

1)  Most of their driver failures are caused by improperly annealed aluminum traces, breaking after a random number of flexes.

2)  The different woods are chosen for cosmetic reasons, should have no impact on the sound.  Mass of the driver is much less than the mass of the housing and they do not want housing resonance anyway.

3)  Playing clipped music is bad for headphones if you have a powerful amplifier because average levels are higher, so rms voltage is higher.  LCD-2 can handle a lot of power and he pretty much laughed at my E9 (well, he actually said no way E9 can destroy the LCD-2).

4)  If you're ears are not shaped like the dummy head ears used, frequency response graph is not what you are hearing.

5)  He's a vinyl guy and said frequencies that are not audible can still affect the way music sounds.  I asked if he meant like high frequency alias artifacts and he said no, we can't hear above 20kHz but we can still feel when those frequencies are absent.  I didn't want to argue, especially with someone who's called Doctor.

6)  The peaks you see in impedance plots of most headphones is where the resonant frequency of that driver is.  At that frequency, the driver moves a lot more than at other frequencies, so...uh, actually I forget what he was telling me.  If someone else can clean up this bit, that would be cool.

 

Anyway, he spent an hour talking with me and who knows how long beforehand getting setup, on his day off.  My rev.1 is now complete rev.2 except the new headband doesn't have a serial number (still got all my old parts, except drivers).  I've got 2 yrs left on my warranty, so if another driver doesn't die within a 1.5 yrs, I'll keep these.  Something breaks, give it one more RMA and sell them off, been curious about HD800.

post #14 of 15
Quote:
Originally Posted by eujaee View Post

Since you guys resurrected, I'll do a follow up.

 

Right driver failed again a week after getting the headphones back.  They didn't respond to a RMA request for about a week, I think they were getting suspicious of me.  This time, I drove down to Foutain Valley (30-60 min depending on traffic) and dropped them off, mostly to reccy Audez'e's facilites but also cause I hate waiting for things in the mail.  They didn't give me a tour, but they offered to upgrade the headband to leather.  Less than a week later, headphones were ready for pickup and Dr. C., Audez'e CTO, offered to come in on a Sunday to answer questions and let me demo LCD-3 and my headphones on their amp.  Don't get mad at me here, but I'm not sure what kind of amp it was, I think WooAudio, it was big, had two boxes, blue light on the front, definitely not SS.  Here's some of what we talked about:

 

1)  Most of their driver failures are caused by improperly annealed aluminum traces, breaking after a random number of flexes.

2)  The different woods are chosen for cosmetic reasons, should have no impact on the sound.  Mass of the driver is much less than the mass of the housing and they do not want housing resonance anyway.

3)  Playing clipped music is bad for headphones if you have a powerful amplifier because average levels are higher, so rms voltage is higher.  LCD-2 can handle a lot of power and he pretty much laughed at my E9 (well, he actually said no way E9 can destroy the LCD-2).

4)  If you're ears are not shaped like the dummy head ears used, frequency response graph is not what you are hearing.

5)  He's a vinyl guy and said frequencies that are not audible can still affect the way music sounds.  I asked if he meant like high frequency alias artifacts and he said no, we can't hear above 20kHz but we can still feel when those frequencies are absent.  I didn't want to argue, especially with someone who's called Doctor.

6)  The peaks you see in impedance plots of most headphones is where the resonant frequency of that driver is.  At that frequency, the driver moves a lot more than at other frequencies, so...uh, actually I forget what he was telling me.  If someone else can clean up this bit, that would be cool.

 

Anyway, he spent an hour talking with me and who knows how long beforehand getting setup, on his day off.  My rev.1 is now complete rev.2 except the new headband doesn't have a serial number (still got all my old parts, except drivers).  I've got 2 yrs left on my warranty, so if another driver doesn't die within a 1.5 yrs, I'll keep these.  Something breaks, give it one more RMA and sell them off, been curious about HD800.


Thanks for the update, and wow a wealth of information here from your chat with the tech officer. Your first point is quite interesting, did not know the annealing of metal tracings onto the diaphragm is such a significant factor in planar magnetic headphone longevity, now I'm wondering how long it'd take before the aluminum tracings start detaching on my HE-400's lol.

 

post #15 of 15

I chucked the link for this thread over in the Customer Service thread.

http://www.head-fi.org/t/557140/customer-service-the-good-the-bad-and-the-ugly

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