I've had the exact opposite issue. I have never had a phone call answered (During business hours). Took over a week to get an RMA number so I could ship back; its been over a week since I shipped them and haven't heard anything back.
Honestly I'd say they have the worst customer service ever. If I get the set back and it cracks within a few days like the priors did I think I'll be done with Audeze.
I don't get the feel they care about the problem. The response to me was "Oh its a wood-batch problem". It's been over a month and I've had the headphones in hand for less than 5 days
That seems really strange. My experience was essentially that they apologized profusely, saying that it is natural for that to happen sometimes with wooden items should a grain happen to form near the connector, but that they would be happy to get me a replacement pair. I got an RMA number the same day, and received them back earlier than the predicted date.
It seems weird that it would be so hit-or-miss. I guess maybe they're bogged down what with the design update they're working on? I'm not really sure, the only part I can be certain of is that I personally had a positive experience.