Thank you for the positive feedback to our HE-400 announcement. I appreciate everyone's understanding and support.
To make the process as clear and easy as possible, we have put together a simple FAQ that will help answer most, if not all, of your questions.
HE-400 Recall FAQ
Q) How do I know if my HE-400s are the type that need to be replaced?
A) Good version has a grayish/white plastic support while the version we want to replace, it is yellow. Remove the ear pad and open the grill. If the plastic support is yellow, it should be replaced. If it is grayish/white, you are good to go.
Q) If I bought my HE-400s in the past 30 days, what if they are the older version? How can I tell if they need to be replaced?
A) The times mentioned in the announcement refer to HiFiMAN manufacturing. It is possible that the defective versions appeared slightly more than 30 days ago (though we don’t think so) while some HE-400’s sold in the past 30 days might be previous versions and are fine. Simple way to know for certain is to remove the ear pad and open the grill. If the plastic support is yellow, it should be replaced. If it is grayish/white, you are good to go.
Q) I checked and the plastic support is white. Should I send them back anyway just to be sure?
A) No, it is definitely the right version.
Q) I am outside the U.S. Is it practical for me to send back my HE-400s? Wouldn’t it just be easier and cheaper to send me a new set?
A) When you write to us at email@example.com supply proof of purchase and tell us your location. The HiFiMAN representative will advise next steps.
Q) Will I have to pay shipping or incur any costs?
A) We will pay shipping both ways. We apologize for the inconvenience and want to make this as easy for our valued customers as possible.
Q) Will the replacement HE-400 you send out sound identical to the Rev 2?
Q) What do I need to provide as proof of purchase?
A) Provide any of the following: a copy of the receipt from PayPal, your credit card company, from Head-Direct or your authorized HiFiMAN dealer. Email that to firstname.lastname@example.org with a note that you have one of the recent HE-400s with yellow plastic support and that you are asking for a replacement.
Q) If I have any other questions, who do I contact?
A) email@example.com My team is aware of the situation and they have been instructed to replace all HE-400s with the yellow plastic support.