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Chris_Himself / Headphonelounge

post #1 of 27
Thread Starter 

I have tried to be as factual as possible in my timelines and paraphrasing.  I have paraphrased conversations for the sake of simplicity, but anything inside quotation marks is directly taken from the email trail (with names changed to screen names).  Of course, the complete emails are available if required. 

 

I sent payment on May 8th for a grey Chrishimself cable to replace the stock Grado cable on my Magnum build.  It was to be shipped directly to Symphones as Rhydon was installing the new drivers.   Communication wasn’t great, but I don’t need my hand held, so it wasn’t really an issue.

 

I waited to send the headphones to Rhydon, as I knew that I’m an 8 hour drive from him and the cable had to come in from the USA.  I sent them on May 25th after confirming with Chris that the cable had indeed been mailed on the 22nd.

 

On June 11th I contacted Rhydon to ask if the cable had arrived.  He told me that it had just arrived that day and that installation would be complete soon.

 

On June 18th Rhydon emailed me to tell me that the cable did not have the polarity marked and that I would be on the hook for a $50 flat fee cable install price in order for him to purchase the correct equipment to test polarity and complete the install.  I contacted Chris to tell him the problem with his cable.  He asked me to contact Rhydon and attempt to get him to just go ahead with the install as a new multimeter costs less than $5 and that he was being  unreasonable.

 

Squeek the equipment they are referring to is a $4 multimeter, that is a ridiculous request honestly, we marked them using marker but it must have rubbed off. We're going to use colored tape from now on.

Please let them know that you know this information, if not I can talk to them to try to work something out with them Squeek.”

*Please note the underlined portion of this conversation as I will return to it later.

 

I agreed with Chris in that the $50 request seemed excessive and contacted Rhydon, indicating that I was aware of the cost of the required equipment and requested that he just go ahead with the install.  He stuck to his guns and refused.    

 

“The equipment is minor however the time needed to complete this job would be over what is considered a complementary service. If we are to recable your headphones with this cable i would have to charge you $50.”

 

I didn’t know if this had been an ongoing problem with these two (unmarked cables being sent to Rhydon), or if they didn’t care for each other, or what the problem was and I didn’t want to be in the middle of it. 

 

Chris said that he refused to pay the $50 to Rhydon and that a replacement cable was to be sent via priority mail and that I should keep the original cable for my trouble.   He said I’d have my completed headphones within the week.  The below is the final correspondence that I received from Chris regarding this matter, and it was on June 18th

 

I refuse to pay the $50, we're building you a brand new cable and sending it to him via Priority Mail. It's costing me a whole lot more than $50 at the end of the day but there is no way I am putting more money in that guy's pocket if he thinks a quick trip to the hardware store is worth $50 for his "time". You'll have your assembled headphone in a week and I'm sure you were in a line anyway, sorry for the inconvenience. 

Contact Rhydon, have him include the "first" cable, it's all yours. Sell it for some money back, they command rather high prices on the secondhand market almost close to new, so you're in good hands.

If you have any objection to this plan of action, please let me know. My customers come first and I'm willing to do anything to accommodate you but this is what I feel is fair for all parties."

 

On July 3rd I hadn’t heard anything so I emailed Chris and requested a tracking number for the cable.  If it was sent via priority mail, it should have been there weeks ago.  I wanted to make sure that the cable wasn’t just sitting in Rhydon’s PO box.  No response.

 

On July 4 I emailed Rhydon to ask him if he had received the replacement.  He told me no, but he would be checking the PO box the following day. 

 

On July 5th Rhydon emailed me to say that the multimeter had arrived from Chris and that he would get the cable installed and sent.  I replied stating that there must be a mistake, as he was supposed to send a replacement cable via priority.  He replied and said that no, they had decided that a multimeter would be more useful.  This is the point at which I became upset and replied with the following.

 

“It would have been nice for someone to have included me on the decision.  I had promised the spare cable that I was expecting to a friend in need of a recable. 

One would think that providing you the money required for the multi meter would have made more sense than leaving me to wait another three weeks.”

 

Rhydon indicated that he was unaware of the agreement reached by Chris and I and that I should take it up with him, which is of course only fair. 

I emailed Chris last night for an explanation.  I received the below response.

 

”He is in possession of two of our cables intended for your headphones, you will still get one but it is sleeved in red. I'm going to forward this to Ted I was under the impression that he was doing cables too.”

 

Enter Ted.  I’ve never heard of Ted.  I have no idea who Ted is or why any of this is Ted’s business.  Also, enter the red cable.  I’ve never heard of a red cable.  I have no idea what he is talking about.  I received the below three messages (in order) last night from Ted.

 

“i sent a red cable by mistake and then sent the right grey one,but forgot to label the wires figuring rhydon would have a continuity tester seeing as they only cost $3.he didn't have one so it was easier to just send one as i've already sent 2 cables.rhydon wanted to get me to pay him $50 to buy a $3 tester.so what else do i need to do as i'm losing double the cost now.”

*Remember when I told you that I would come back to the underlined bit?  Chris had me tell Rhydon that they were marked with marker knowing full well that Ted had forgotten to label them at all.

 

Obviously Ted is the cable maker.  I was never told about the initial mistake in sending a red cable instead of grey back in May.  He is also the guy that made the mistake in not labeling the second (correct) cable.  And finally, he is the also the guy that snail mailed a continuity checker instead of priority mailing a replacement cable.  Basically, all of the mistakes are Ted’s, but Ted doesn’t see it that way.

 

“i was under the impression the red cable was being sent back to me as i was never told i'm out a cable also.so i lose either way in this?when i sent the cables rhydon told me he hasn't even received your grados yet for service. it seems that there is more than one reason for your delays.

i honestly cant believe rhydon doesn't have any way to do simple continuity testing.its a $3 tester.plus to try to extort $50 out of me on top of it.

you might be annoyed but i'm pissed since i get nothing from this exchange.”

 

Yup.  Ted is pissed.

 

“the reason i sent the tester is because rhydon wanted $50 to buy one from his nearest store. i was stunned he wanted $50 for a $3 tester.besides if i sent a third cable i would then be out for two extra cables and double shipping.since i never got the red cable back as rhydon sold it to your friend and i only just now find out about it.

at this point i lost money on this exchange.

i cant believe you would expect to get your cable basically for free.

if canadian customs weren't such jerks then there would have been no delays.i cant understand how it can take such a long time to get to canada from oregon.”

 

Ted seems to think that it is everyone’s fault but his own.  It is Rhydon’s fault for not having a continuity tester.  It is Canada’s fault for it taking so long (he did not ship it via any method even close to priority mail…) 

 

Ted also seems to think that I am a greedy bastard for expecting what was promised as penance for this mess of a transaction.   Or more correctly, now it is a red cable that I don’t even want. 

 

Initially I was annoyed by Rhydon and his reluctance to budge on the multimeter.  I figured that he was just using me to teach Chris a lesson.  As time has progressed and more has come to light, it is apparent that Chris has no idea what is going on.  He has omitted truths, told flat out lies, and now dumped the problem on some stranger named Ted. 

 

Why wasn’t I told about the initial mistake in shipping the red cable?

Why lie about marking the grey cable with marker? 

Why tell me that a replacement would be shipped via priority if it wouldn’t? 

Why not inform me that a multimeter is being sent instead of a new cable? 

Why send it snail mail when priority was promised?

Why after all the mistakes and conversations would Chris just say “here is some guy called Ted, take it up with him”? 

Why doesn’t Ted have any clue of the planned solution? 

Why should any of this have been Rhydon’s problem?

 

Rhydon has fielded about 30 emails from me regarding this because of Chris/Ted and their mistakes and consequential failures.  

 

Needless to say, I won’t be doing business with Chris Tran or Chris_Himself or headphonelounge again.

post #2 of 27

i understand your frustration and im not saying that chris did everything right but man, you mod and recable headphones and you dont even have a multimeter handy for a polarity test? that is something. i would actually dumbfounded if i were chris, too. and $50 for testing polarity? hah, ill do it and mark it for you for a half cup of coffee! 

post #3 of 27

PM me, just let me know what I can do to make things right between you and me. I'm not so much concerned with whats going on with my business partner or Rhydon at this point. I just want to know what I can do to begin to clean up this mess which has taken a month to settle. I agree it's not an ideal situation but I'm not one to just sit around and let things fester. You are not in the wrong in any conceivable way, and you have your right to voice your complaints on a public forum.

post #4 of 27
Quote:
Originally Posted by cantsleep View Post

i understand your frustration and im not saying that chris did everything right but man, you mod and recable headphones and you dont even have a multimeter handy for a polarity test? that is something. i would actually dumbfounded if i were chris, too. and $50 for testing polarity? hah, ill do it and mark it for you for a half cup of coffee! 

 

I was a bit irked when I sent the proper cable on time and Rhydon wanted $50 to pick up a continuity tester. Yes I probably should have labelled the ends/had the labelled by Ted (my helper), but realistically how do you build headphones without having one? I'm not trying to change my tune, I think everything could have been simplified had I taken that extra step and Maurice should not be the one to pay for Rhydon/mine/Ted's views on this situation. He's an unfortunate collateral damage, which I will do everything in my part to help.

 

It's a big mess and I'm not out to point fingers right now. Clearly one of my customers who prior to this big mess we enjoyed good conversation on head-fi, is not happy and I need to do something about that.

post #5 of 27

  i made a mistake on your order of sending a red cable instead of a grey one both unmarked by accident. i cant remember ever sending any others without properly marking ends, my fault for sure

once i was informed about wrong color i sent grey cable within a few hours to rhydon. when rhydon received second cable i was informed he had not yet received your grados for recabling and about not being marked for polarity. rhydon told me i could either send a marked replacement cable or a continuity tester, my choice. since every package i've ever sent to canada generally takes the same amount of time, i sent first class the very next morning as i'm in oregon and its not that far.

 i try to do the right thing on every order but things do happen. i wasn't made aware of the 'gift' (making your cables basically free) of red cable until late last night, thats when i emailed you back to explain and ask 'what else do i need to do'.

 as far as chris and me not being on same page on this,things happen. as far as a failure goes you have exactly what you ordered. it took longer, but you do have what you paid for.' if ' you get the red cable then your order would be free. for me, it will be more than a complete loss for my work.

  i have to thank you for going this route on headfi because this kind of thing is good to know, so mistakes can be corrected as soon as possible.and to show/inform others how things can happen in business.

  i'm very sorry about how things have gone on this.i do hope you will enjoy your recabled grados!!!!

if you change your mind on doing more business then we will honor a decent discount for you.
 

post #6 of 27
Thread Starter 
Quote:
Originally Posted by cantsleep View Post

i understand your frustration and im not saying that chris did everything right but man, you mod and recable headphones and you dont even have a multimeter handy for a polarity test? that is something. i would actually dumbfounded if i were chris, too. and $50 for testing polarity? hah, ill do it and mark it for you for a half cup of coffee! 

 

I had the same thoughts initially.  But whatever.  The fee is what the fee is for a cable installation.  If I had the ability to do it myself, I would have done that in the first place. 

 

Quote:
Originally Posted by Chris_Himself View Post

PM me, just let me know what I can do to make things right between you and me. I'm not so much concerned with whats going on with my business partner or Rhydon at this point. I just want to know what I can do to begin to clean up this mess which has taken a month to settle. I agree it's not an ideal situation but I'm not one to just sit around and let things fester. You are not in the wrong in any conceivable way, and you have your right to voice your complaints on a public forum.

 

Quote:
Originally Posted by Chris_Himself View Post

Clearly one of my customers who prior to this big mess we enjoyed good conversation on head-fi, is not happy and I need to do something about that.

 

There is nothing to be done at this point.  I don't want anything from you.  Your opportunity to fix the situation has come and gone.

    

     Quote:

Originally Posted by teds headfood View Post

as far as a failure goes you have exactly what you ordered. it took longer, but you do have what you paid for.' if ' you get the red cable then your order would be free. for me, it will be more than a complete loss for my work.

 

 

And that's the part you are missing Ted.  The service part of customer service.  I did get exactly what I ordered.  But I can get exactly what I ordered from any number of places.  Why would I ever order from you two again? 

 

And how exactly is my order free?  I have been out of pocket since May 8th.  Getting an extra red cable 8 weeks later doesn't put $90 back in my wallet.  It doesn't help my friend who was going to use the grey cable to recable his MS2's as he has no interest in a red cable either.

 

And for the record Ted, not all mail services take the same amount of time.  That is the point of having different services.  Priority mail is a 1-3 business day service. 

post #7 of 27

i have sent 30+ packages TO canada and EVERY single one being from express/priority/ first class have taken forever and arrive in about the same length of time=forever. coming FROM canada to the us, yes its very fast. the biggest complaint i hear from others is the length of shipping time to canada. nobody likes the canadian customs speed in processing parcels.

i have a great customer service record with hundreds of others so i'm very sorry i'm not up to your standards.
 

post #8 of 27
Thread Starter 
Quote:
Originally Posted by teds headfood View Post

i have sent 30+ packages TO canada and EVERY single one being from express/priority/ first class have taken forever and arrive in about the same length of time=forever. coming FROM canada to the us, yes its very fast. the biggest complaint i hear from others is the length of shipping time to canada. nobody likes the canadian customs speed in processing parcels.

i have a great customer service record with hundreds of others so i'm very sorry i'm not up to your standards.
 

Really Ted?  You want to keep going down this road?  

 

You are a business.  I imagine you keep detailed records.  Why don't you go ahead and post ONE tracking number for a Priority parcel that sat in customs for an inordinate amount of time.  Let alone a number of them great enough to warrant a blanket statement like "express/priority/ first class have taken forever and arrive in about the same length of time".

 

The reason you sent it via slow First Class is because it is cheap, not because it is as fast as Priority mail.  

 

And Ted, you can't honestly read my complaint and think that the level of customer service that I have received is up to anyone's standards.

 

I'm done here.  I've wasted enough time on you two.  

 

Good day and good luck.

post #9 of 27

eq333326578us is the last time i sent EXPRESS to canada took from 17th of feb to 1st of march  14 days supposed to be 3-5 business days. this is the only way i know to get an international tracking number. starts at $29 plus

priority is supposed to take 6-10 business days no international tracking that i know of

first class usps doesn't quote time but i'm told its a couple days different from priority, also no tracking that i know of

 from shipping in past it usually takes around the same amount of time for each service give or take a few days-week.

like i said before i'm very sorry for the way your order was handled by me. i thought i did the right thing but obviously it didn't go as well as it could have. i was not told to ship priority at the time i shipped.i realized my mistake with sending red cable instead of grey and shipped the grey one on same day that i noticed mistake.

in no way is this an excuse for what happened.

i do try to make things right as much as i can. i obviously failed you and once again i am sorry about this.

ted

post #10 of 27

I've had numerous items shipped from the US and the vast majority of them (with tracking) clear customs within 1 business day ...

post #11 of 27
Quote:
Originally Posted by teds headfood View Post

eq333326578us is the last time i sent EXPRESS to canada took from 17th of feb to 1st of march  14 days supposed to be 3-5 business days. this is the only way i know to get an international tracking number. starts at $29 plus

priority is supposed to take 6-10 business days no international tracking that i know of

first class usps doesn't quote time but i'm told its a couple days different from priority, also no tracking that i know of

 from shipping in past it usually takes around the same amount of time for each service give or take a few days-week.

like i said before i'm very sorry for the way your order was handled by me. i thought i did the right thing but obviously it didn't go as well as it could have. i was not told to ship priority at the time i shipped.i realized my mistake with sending red cable instead of grey and shipped the grey one on same day that i noticed mistake.

in no way is this an excuse for what happened.

i do try to make things right as much as i can. i obviously failed you and once again i am sorry about this.

ted

I can attest to this myself.  Shipped Grado SR-60is to Canada once for someone else's Magnum build and sending anything to Canada is a nightmare.  Customs don't understand "timely."

post #12 of 27
Quote:
Originally Posted by Squeek View Post

 

And for the record Ted, not all mail services take the same amount of time.  That is the point of having different services.  Priority mail is a 1-3 business day service. 

 

 

Actually I am in CA and when talking to the people at the post office they specifically tell me to save money and send it first class to Canada since the time difference is 1 day at best. I actually have broken down medium flat rate boxes WITH the man working a the post office only to repackage and use first class. If it costs half as much for basically no time difference... I am not sure what the point of paying more would be. 

 

So not only is this from experience, but from the people working at the post office themselves - sometimes there is no time difference with the mailing services. There is no point in mailing a package next day air to a location <50 miles away from you. First class will do the same. There are different services for different scenarios... you just need to be smart sometimes and pick the right ones to save money. Sure you can always pay for the more expensive service...but its not always faster. 

 

If you don't believe it, try it yourself. 

 

On a side note - this seriously just seems like some miscommunication. I have no idea why Rhydon would not have a multimeter if he does magnums builds. Seems like there was a screw up with Chris/Ted (which happens in the real world - no business is infallible) and it seems like Chris/Ted have both tried to fix it and try to settle it with you....


Edited by au5t3n5 - 7/7/12 at 4:35am
post #13 of 27

Reserved

post #14 of 27
Quote:
Originally Posted by Squeek View Post

Really Ted?  You want to keep going down this road?  

 

You are a business.  I imagine you keep detailed records.  Why don't you go ahead and post ONE tracking number for a Priority parcel that sat in customs for an inordinate amount of time.  Let alone a number of them great enough to warrant a blanket statement like "express/priority/ first class have taken forever and arrive in about the same length of time".

 

The reason you sent it via slow First Class is because it is cheap, not because it is as fast as Priority mail.  

 

And Ted, you can't honestly read my complaint and think that the level of customer service that I have received is up to anyone's standards.

 

I'm done here.  I've wasted enough time on you two.  

 

Good day and good luck.

 

Squeek,

 

I'm really sorry that you have had this experience. You are right to be upset about the situation, it does look like poor communication in the vendors supply chain and possibly a poor customer focus by some of the parties involved.  However, from where I sit, it is a big step to air this situation as a thread on HeadFi as this will likely hurt HeadphoneLounge's business... seems to me that the punishment is far harsher than the crime in this case.

 

I have had a very positive experience with HeadphoneLounge so far and hope that this is a one off situation and that vendor is able to learn and improve as a result.

post #15 of 27

To clear some confusion i would like to weigh-in on this issue.

 

We receive cables from Chris/Ted occasionally and i am usually very pleased with their work. Squeak had an unfortunate experience due to some errors but all have been corrected and im sure everyone has learned from their mistakes.

 

Regarding the polarity tester-

 

We did own a multimeter a while back but it was damaged by a rather large UPS shipment. It was decided not to replace it because a new driver matching system which tests all of the parameters via software took over, eliminating the need for extra measuring steps. We specialize in this type of production and our driver equipment is not compatible with larger headphone cables. All cables we have seen through here up to this time have been marked for polarity so it was decided to forgo a replacement.

 

The $50 charge is a flat fee policy for any non-warranty cable installs. As a small business we have to set rules for this sort of thing otherwise we would be installing cables all day! It was decided Chris/Ted would either be sending a replacement cable or a polarity tester and the problem would be solved. Which they did, thank you guys.

 

All has been resolved. It took a little longer than thought but the headphones have been completed and are off to Squeek. Squeek, I apologize for any inconvenience this has caused you, if there is ever anything you need, you have my email.

 

 


Edited by Rhydon - 7/9/12 at 7:42pm
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