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Head Direct Customer Service

post #1 of 10
Thread Starter 

As of this writing, I have sent in excess of two dozen e-mails to customerservice@head-direct.com and/or phonesupport@head-direct.com asking when my Hifiman HE-500's which failed within 45 days will be replaced.

 

I have shown them the proof of delivery to them for warranty replacement as well as a handful of documents (proof of purchase, etc.) which were also delivered to them. There is no response from them what so ever. All I want to know is when I might expect my replacement HE-500's. That is not a lot to ask for $700.

 

When they were working, I loved them. I also have great respect for Head Room (from which I made my purchase) and Head Room's Jorge who is trying to intercede on my behalf.

 

However, if ever and when I receive my replacement HE-500's I trust that I can get over Head Direct's ridiculous customer service.

 

BTW - I GOT OVER IT - New ones on the way. I think what we often have at Head Direct is "failure to communicate".

 

Again, many thanks to the folks at Head Room who helped me out. I think they are one of the best outlets for "the good stuff".


Edited by mrfcpa - 8/23/12 at 12:28pm
post #2 of 10

I assume you've exhausted all avenues, but have you tried calling?  This number is on their website:

 

 

1-347-475-7673
post #3 of 10
Thread Starter 

Yes, they don't return telephone calls either.

 

BTW, I should have said they failed at 45 days. Head Room would have replaced them if they failed in 30 days.
 

post #4 of 10

Have you filled out the warranty form as well and sent it? http://hifiman.us/AboutUs/Warranty/

 

Otherwise, call them: http://hifiman.us/AboutUs/Contact/

 

There number is on the page.  Don't hang up the phone until you get the information you need. 

 

EDIT: ninja'd  disregard the post. 

post #5 of 10
Thread Starter 

Yes, I am a practicing professional used to complying with rules and regulations. I have complied with 100% of their requests and demands, shown proof of delivery and so on. They claim the matter is "settled".

post #6 of 10
Quote:
Originally Posted by mrfcpa View Post

Yes, I am a practicing professional used to complying with rules and regulations. I have complied with 100% of their requests and demands, shown proof of delivery and so on. They claim the matter is "settled".

 

Darn, I don't know what else to tell you.  I'm sorry to be hearing this.  I hope everything does get settled soon. 

post #7 of 10

That is quite unfortunate.  You may be a practicing professional but it appears Head-Direct is not.  There goes the last vestige of desire to purchase any of their headphones.

post #8 of 10

Don't they do support over MSN too?

 

head-direct@live.com

post #9 of 10
Thread Starter 

Well, let's hear it for Hifiman and Head Direct. After what is now a dozen telephone calls and thirty-six e-mails and the assistance of the very nice owners/staff/employees of Head Room, the shipping manager was instructed to send me a new pair of HE-500's today.

 

So, chalk one up for their customer service and a lady named Ms. T, who apparently is the one person at Head Direct who "gets it".

 

I trust this means I can now say, "all's well that ends well".
 

post #10 of 10

Perhaps she just took pity on the fool.

 

Good to know you have found a resolution to your situation, but it doesn't make me any more confident in hifiman/head-direct after some of the horror stories I've heard.

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