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A Letter From Focal: A Lesson In Customer Service - Page 2

post #16 of 60

This is feel good stuff. I won't shy away from Focal in the future.

post #17 of 60

This is a respectable move by Focal.  

 

Does anyone have any details on the nature of the problem with the case though?  I am really interested in finding out how a case issue caused this type of problem.  

post #18 of 60
Quote:
Originally Posted by Tus-Chan View Post

IMO, they're trying to push this opportunity to enhance their brand a little too hard here. That being said, it's good that they've come clean and are trying to resolve the issue at hand.

 

I could think of better ways to promote a product than send out a mass letter saying there may be a problem with that product.

post #19 of 60
Quote:
Originally Posted by Speakerphile View Post

Does anyone have any details on the nature of the problem with the case though?  I am really interested in finding out how a case issue caused this type of problem.  

 

 

I'll be telling the story soon.


Edited by Tyll Hertsens - 1/26/13 at 8:09am
post #20 of 60
Quote:
Originally Posted by Beagle View Post

 

I could think of better ways to promote a product than send out a mass letter saying there may be a problem with that product.


At least they're being proactive instead of hoping the problem just goes away on its own. I'll give them credit for trying to take the high road, but I'm not about to run out and buy one of their products as a result.

post #21 of 60

Usually, companies deny anything is wrong with one or more of their products but as more and more people come forward with the same issue, the company finally admits there are problems. Well done to Focal for being an apparently credible company and taking care of things the right way the first time.

post #22 of 60
Quote:
Originally Posted by doublea71 View Post


At least they're being proactive instead of hoping the problem just goes away on its own. I'll give them credit for trying to take the high road, but I'm not about to run out and buy one of their products as a result.

 

I was responding to the other posters claim that they were using this as an opportunity to promote their products.

post #23 of 60
Quote:
Originally Posted by Beagle View Post

 

I was responding to the other posters claim that they were using this as an opportunity to promote their products.

 

My issue is that they created this huge essay filled with gobs of extraneous fanfare (you get two paragraphs in and they still haven't even told you there's a problem yet), when the entire email could have been cut down to about 10% in length and still conveyed the same amount of information about the defects. I personally find it to be annoying to read.

post #24 of 60
Quote:
Originally Posted by Tus-Chan View Post

Quote:
Originally Posted by Beagle View Post

I was responding to the other posters claim that they were using this as an opportunity to promote their products.

My issue is that they created this huge essay filled with gobs of extraneous fanfare (you get two paragraphs in and they still haven't even told you there's a problem yet), when the entire email could have been cut down to about 10% in length and still conveyed the same amount of information about the defects. I personally find it to be annoying to read.
The company wanted to say something better than "We messed up, here's a new case." If I owned a company, I'd want to make the email like they did, as it comes off a lot nicer to the consumer instead of saying that they had a defect.

Just my $.02
post #25 of 60
Quote:
Originally Posted by Beagle View Post

 

I was responding to the other posters claim that they were using this as an opportunity to promote their products.


Got it. They do buy ad space on head-fi, so maybe they overreacted a bit.

post #26 of 60
Quote:
Originally Posted by Tus-Chan View Post

 

My issue is that they created this huge essay filled with gobs of extraneous fanfare (you get two paragraphs in and they still haven't even told you there's a problem yet), when the entire email could have been cut down to about 10% in length and still conveyed the same amount of information about the defects. I personally find it to be annoying to read.

 

Or maybe they sabotaged their own headphones in order to spout this extraneous fanfare?

post #27 of 60

Or maybe they sabotaged their own headphones in order to spout this extraneous fanfare?

 

Are you, like, five years old? We have a differing viewpoint on how a company should address a mistake.

 

I had a problem with the website at Front End Audio, and the people who work there addressed it for me without sending me a ten paragraph email about the history and goals of Front End Audio. That, I liked. This, I don't.

 

There's no need to be childish about it.

post #28 of 60

So why are you being childish then?

post #29 of 60

My Focals were damaged then. Returned them and got cash in return. Bought the HE-400 instead, possibly a win-win situation for me, tho I still want to hear some working headphones from Focal.

post #30 of 60

How does one know if they are buying a NOS or the revised new version?  My first review unit was defective with a balance issue and Focal next day air me a replacement.  I love their products and service.  I own the Focal Mezzo Utopia speakers that I bought over 12 years ago and it's still my favorite speakers.

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