Hi All headfi fellow members, I am a user of HiFiman HE-500, when it approaches 1 year of use in Hong Kong, which have a fairly humid climate, the O ring at the pictured part is broken, and one of it was lost.
So initially I contacted the HiFiman service team here, which I suppose this should be not included in warranty service, and asked for the size of that part, so that I can find one to replace myself, then the journey for me to find out how ridiculous HiFiman service was..
I was immediately told by the CS team that this part have to be sent back to them for replacement, since the O ring size is not commonly available. So in a sad sense that both I have to stay away from this fantastic headphone for quite some time and that my wallet might not be so happy since I suppose these are counted as human error as what I usually encounter in electronic equipment warranty case. Another trouble is that my working time make me difficult to take the HP to DHL/Fedex to send it back to HiFiman, so after some searching I found that the local dealer here in HK, DMA audio could help me to send it back to HiFiman.
As such, I took only my HE-500 without any accessory as I was told by the CS team and take it back to the dealer. Now, after slightly more than a month of waiting, I was told that my HE-500 was back. Thus, I immediately grab my wallet and go to the dealer, prepared to get back my phone with the O ring replaced, and pay the workmanship charge on that. after I finally arrived the store, I was really shocked about how ridiculous it is!!
The store staff took out.... A BRAND NEW HE-500!!!!! including all the cables, spare pads etc. and FREE OF CHARGE. I've never seen any electronic equipment offer such a generous warranty you know, normally you will get is only re-fab motherboard with rust on heatsink, phones with use-mark etc... and to be honest, most Hong Kong people have more or less a concept that Chinese brands usually offer good value, but rarely great customer service, not to say this level of generous service to such a reputationless individual like myself, since most likely I can't purchase every hi end offer they give, nor bring a ton of future customer to them.
this is the end of my short experience, and as you can see I am really shocked by how they treat my case here and thus decided to post here and thank HiFiman for their service quality. Cheers