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Hifiman poor ear pad design and poor customer service

post #1 of 24
Thread Starter 

I purchased just a few weeks ago the Hifiman he 500 headphones. The sound quality is what I expected however my experience has been so bad other wise which is why I have taken the time write this. DO not try to remove the ear pads because if you do odds are against you that you will be able to ever put it back on. I spoke with a customer agent with hifiman for over two weeks and he could not explain at all to me how to change the head phone pads. I also asked them since they only cost $10 if they can send me a new one as in the process of changing them and with 1 week wear they seem to be falling apart. I would predict this would be a manufacture defect of some kind. I have been dealing with sennheiser and ultrasone and denon over the eards and all of them have gone the extra mile with out me even asking. The experience with hifiman has been such a nightmare that I do not recommend any one to purchase any products from them. First off they are located in some part of Asia and often takes them over 1 week to reply back and not in a friendly or easy to understand language. For the amount of money spend on these head phones I think a $10 ear phone at my local electronic store would provide me better service. The interesting thing is after speaking with them for over 1 week they stop replying to my emails all together. I want to find out if others have also had problems with the ear pads and I would like to hear about your take on their service.  

post #2 of 24

Are these the newer style earpads with short, plastic tabs underneath?  Those are the easiest pads to  take off and put back on a headphone I've ever experienced.  I don't see a reason for their customer support to even go out of their way to help you with that issue.

post #3 of 24

Although I have not dealt with Hifiman before, it is not too nice to spread stuff about another company like that simply because you have had bad customer service from a person.

 

1. Like you said, they are from Asia. Depending from where you are, you have to accept that there will be delays in response. Furthermore, you are not their only customer. They have other customers with feedback/complaints that they have to handle too.

 

2. How is it possible for you to use the headphones for a week and the pads are starting to fall apart? One potential reason is that they are really defective, so your complaint is not without basis. However, if it is just a random error in the manufacturing process, is it fair to slam the company without first seeking recourse through proper channels?

 

3. You might have you own preference of pads, some prefer the beyer pads over stock pads, others prefer velour instead. That's totally fine. But if you choose to remove them, you should then be prepared to have to put them back. If you spoilt them in the process of removal, what did you expect hifiman to help you with over the mail?

 

4. You mention that other companies went the extra mile. Can you be a little more specific about what is this extra mile that they did? And what is the extra mile that you were hoping that hifiman do for you?

 

Let us all be mindful about what we type on the net shall we? I'm sorry if i come across as pissed off, but I will still stand by what I type. I seem to recall that there is a hifiman rep here on Head-Fi. Perhaps you can seek recourse through him..

post #4 of 24

I wouldn't say it's the easiest to put on but it certainly isn't rocket science. The first generation pads are a completely different story however...

post #5 of 24

I've heard some horror stories about those first generation of pads.

 

Anyways I see no reason to strike down all of Hifiman because their communication with you on this issue isnt' as good as it could be, it's a very small issue.  Others have had great experience with Hifiman, and Hifiman has gone the extra mile on big cases before.

 

Anyways I can tell you that if you have the newer style pads, headbanger, that the first 2/4 of the tabs slide into place easily enough, while the last two you can bend the earpad convexly to shorten the distance of the tabs so they can fit underneath the slot in the frame.  Don't worry, it's hardy enough.

post #6 of 24
Quote:
Originally Posted by TMRaven View Post
 

I've heard some horror stories about those first generation of pads.

 

Anyways I see no reason to strike down all of Hifiman because their communication with you on this issue isnt' as good as it could be, it's a very small issue.  Others have had great experience with Hifiman, and Hifiman has gone the extra mile on big cases before.

 

Anyways I can tell you that if you have the newer style pads, headbanger, that the first 2/4 of the tabs slide into place easily enough, while the last two you can bend the earpad convexly to shorten the distance of the tabs so they can fit underneath the slot in the frame.  Don't worry, it's hardy enough.

It actually is that bad, lol. I have a pair of the older style Hifiman velour pads at my disposal, and trust me, it's close to impossible to install them. Well, for me, it is impossible as I have not yet successfully installed them (with all 4 tabs in) yet, and I've tried plenty of times. It's the exact opposite of the ease of installing the newer pads.

post #7 of 24
Thread Starter 

I appreciate all your response it might sound extreme I am not sure if all of you had my experience I am very calm person but few points that upset me are that they are very hard to install I spend over 1 hour and I could not install them and I have owned several high end head phones and the response I got from the customer service was very cold and unwilling to help. I did however find out some thing half of their customer service is in china and thats where communication is near impossible but rest is in USA specially their marketing and I talked to their US side and they are very willing to help. Fact of the matter still remains with the poor design of the pads. I use to have 3 ultrasone head phones I could change the pads with one hand with my eyes closed but I decided to try some thing new. 

post #8 of 24

My experience with HifiMan has been great actually.

I e-mailed them that one of my HE-500 pads were lopsided.

They responded within about 8 hours and asked me send them a photo of the pad.

I sent them a photo and about another few hours later they said new pads are being sent to me.

They have a warehouse in the United States, somewhere in Illinois?

They sent me a complete pair of pads even though I only had a problem with one side. It came within 3 business days via USPS first class mail.

It didn't take them a week to respond to e-mails or did they have to ship from China.

post #9 of 24

Headbanger, HiFiMAN customer service has been very responsive to your communications.

 

On your very first email to customer service, you started off by demanding replacement ear pads and threatening us if we didn't comply. Like any company, all we asked for is proof of purchase and photos of what the issue is so we can provide the best possible service. This is more practical than asking you to send us your headphones for inspection.  

 

You not only refused to do that but you escalated your threats and used foul offensive language. That is not going to get you a positive response or the assistance you want.Still customer service immediately responded each and every time to try to resolve your issue. 

 

As Head-Fiers know, HiFiMAN provides excellent customer service and goes out of their way to help customers who are legitimate and reasonable. You have been rude, unreasonable and offensive. 

 

If you will provide proof of purchase and photos of what the problem is, we will be happy to help. 

 

Peter 

Reply
post #10 of 24
I bot a he6 with the first gen pads...it's impossible.
Went to amazon n bot the 2nd gen pads,
These are much easier, but still need to get use to it..
So the trick is to bend it convex-ly ..?
I fit on the Alphapads actually..the sound is a beau. Try it.tongue.gif
post #11 of 24
Quote:
Originally Posted by Lorspeaker View Post

I bot a he6 with the first gen pads...it's impossible.
Went to amazon n bot the 2nd gen pads,
These are much easier, but still need to get use to it..
So the trick is to bend it convex-ly ..?
I fit on the Alphapads actually..the sound is a beau. Try it.tongue.gif

 

 

Yeah something like this-- rudimentary drawing-- is how I fit the last two tabs into my slot.

 

 

 

he400pads.jpg

post #12 of 24

raven, thanks so much..best illustration, hifiman should add this illustration into their boxset :P

post #13 of 24
Quote:
Originally Posted by Lorspeaker View Post
 

raven, thanks so much..best illustration, hifiman should add this illustration into their boxset :P

 

+1

post #14 of 24
So far I don't have any problem with their customer service. They are very helpful and responsive.
post #15 of 24
Quote:
Originally Posted by hifiman-us View Post
 

Headbanger, HiFiMAN customer service has been very responsive to your communications.

 

On your very first email to customer service, you started off by demanding replacement ear pads and threatening us if we didn't comply. Like any company, all we asked for is proof of purchase and photos of what the issue is so we can provide the best possible service. This is more practical than asking you to send us your headphones for inspection.  

 

You not only refused to do that but you escalated your threats and used foul offensive language. That is not going to get you a positive response or the assistance you want.Still customer service immediately responded each and every time to try to resolve your issue. 

 

As Head-Fiers know, HiFiMAN provides excellent customer service and goes out of their way to help customers who are legitimate and reasonable. You have been rude, unreasonable and offensive. 

 

If you will provide proof of purchase and photos of what the problem is, we will be happy to help. 

 

Peter 


BOOM! LOL

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