Count me in as an another unhappy Audeze customer (http://www.reddit.com/r/headphones/comments/2uhio3/poor_finish_on_audeze_lcd3/co8ggt7)... pretty sure I'll just return the LCD-3s and be done with them at this point. Very disappointed with my experiences with them - cracked wooden ring on LCD-2 and poor finish on the LCD-3s, and if I'm going to live in fear of my drivers failing for the rest of the my LCD-3 ownership it's just not worth it.

analog'd said:

 
congrats! Let's hope they have re-thought the impact of that $800 charge on themselves and their customers.
This is great news. 

but there is NOTHING usual about this situation. they shipped drivers that have systematically crapped out. They need to sand behind them, as they apparently have recognized at least in this one case. Hopefully we shall see that this is the leaders of Audeze remembering who they are, and who they wish to be.  

Click to expand...

 
I think the issue is more about how they respond to issues and not the warranty.  Right now I have my JH13 in for repair.  While I didn't expect them to have an issue, JH Audio repair policy seems very reasonable in my mind.  I have had a HiFiMAN HM602 that went in and they basically replaced it, maybe it was new or it could have been refurbish.  It had another problem a later after the warranty period and this time they charged me a fair replacement cost.  I think if Audeze had indicated it was a more reasonable amount, it may not have been an issue if I understand the thread.  Wasn't the issue they wanted $800 for the replacement, which seems unreasonable.  It really is about customer service and how you want you brand recognized in the market.  Based on this thread, I probably would not consider purchasing a used Audeze product due to the expectation of limited concern after the warranty period.  
 
Audeze isn't only guilty party these days.  I have observed more manufacturers putting non-transferable warranties to limit their liabilities on their product but to me it really kills the secondary market and in this hobby, the secondary market is important, especially with the increasing price points of headphones, amplifiers and DAPs.
 
Just my 2 cents.  

Audeze has a 3-year warranty on drivers. If any driver fails within that period we replace them for free and extend the warranty on the drivers by 3 more years from the date of replacement. The original warranty on the LCD-3s was for 1 year and that was extended to 3 years. 

As with any product that's as tightly manufactured as Audeze headphones there are bound to be some failures. The LCD-3 failure rates overall are still very low. Please consider that we get many units back for RMA that are abused with holes poked in the diaphragms, dropped/shattered headphones etc. We review RMAs on a case-by-case basis and decide on warranty or out-of-warranty replacement. Audeze wants happy customers so we stand behind our products and do whatever we can to keep them happy.

The $800 replacement cost for drivers has come up only recently because almost every LCD-3 was under warranty until this January. But we hear your concerns on the high cost of replacement. We’re going to review the cost structure and revise the prices for LCD-3 driver replacements.
 
Audeze listens and we appreciate every one of our customers.
Thanks,
Audeze

audeze said:

  Audeze has a 3-year warranty on drivers. If any driver fails within that period we replace them for free and extend the warranty on the drivers by 3 more years from the date of replacement. The original warranty on the LCD-3s was for 1 year and that was extended to 3 years. 

As with any product that's as tightly manufactured as Audeze headphones there are bound to be some failures. The LCD-3 failure rates overall are still very low. Please consider that we get many units back for RMA that are abused with holes poked in the diaphragms, dropped/shattered headphones etc. We review RMAs on a case-by-case basis and decide on warranty or out-of-warranty replacement. Audeze wants happy customers so we stand behind our products and do whatever we can to keep them happy.

The $800 replacement cost for drivers has come up only recently because almost every LCD-3 was under warranty until this January. But we hear your concerns on the high cost of replacement. We’re going to review the cost structure and revise the prices for LCD-3 driver replacements.
 
Audeze listens and we appreciate every one of our customers.
Thanks,
Audeze

Click to expand...

Thank you Audeze for replying, and for the willingness to review that charge.

audeze said:

  Audeze has a 3-year warranty on drivers. If any driver fails within that period we replace them for free and extend the warranty on the drivers by 3 more years from the date of replacement. The original warranty on the LCD-3s was for 1 year and that was extended to 3 years. 

As with any product that's as tightly manufactured as Audeze headphones there are bound to be some failures. The LCD-3 failure rates overall are still very low. Please consider that we get many units back for RMA that are abused with holes poked in the diaphragms, dropped/shattered headphones etc. We review RMAs on a case-by-case basis and decide on warranty or out-of-warranty replacement. Audeze wants happy customers so we stand behind our products and do whatever we can to keep them happy.

The $800 replacement cost for drivers has come up only recently because almost every LCD-3 was under warranty until this January. But we hear your concerns on the high cost of replacement. We’re going to review the cost structure and revise the prices for LCD-3 driver replacements.
 
Audeze listens and we appreciate every one of our customers.
Thanks,
Audeze

Click to expand...

I am surprised by your mention of the failure rates being very low. From what we here have shared with each other, the drivers' failure rate has been far beyond that of any other headphone in discussion.  But I hear you that some being returned have not failed due to any defect. I was of course unaware of this.

Listen, we love the gear you are producing, and if you need to charge after a certain period, or if you get them and it isn't a failure from the manufacturing, I'm sure we'd all understand and find that reasonable. No one wants you to go out of biz (well, maybe some of the competition).  But that $800 makes these much less affordable for many of us. Personally it leaves me living in fear that I will lose my favorite cans ( I can't afford an 800 repair).  A number of people here threw out what seemed to them to be more reasonable charges of less than half that , and I hope that when you review the costs the figure you arrive it is indeed closer to 300 than 500. I further hope that you do review them case by case, and where the drivers have not failed on the part of the user/owner, that you continue to make good on your promises to stand behind your product. 

It is also a great relief to find that the talk of replaced parts only being covered for a time span from the original date of sale was not correct. Thank you. 

Nice save before this whole thing could blow up 

audio addict said:

 

analog'd said:

 
congrats! Let's hope they have re-thought the impact of that $800 charge on themselves and their customers.
This is great news. 

but there is NOTHING usual about this situation. they shipped drivers that have systematically crapped out. They need to sand behind them, as they apparently have recognized at least in this one case. Hopefully we shall see that this is the leaders of Audeze remembering who they are, and who they wish to be.  

Click to expand...

 
I think the issue is more about how they respond to issues and not the warranty.  Right now I have my JH13 in for repair.  While I didn't expect them to have an issue, JH Audio repair policy seems very reasonable in my mind.  I have had a HiFiMAN HM602 that went in and they basically replaced it, maybe it was new or it could have been refurbish.  It had another problem a later after the warranty period and this time they charged me a fair replacement cost.  I think if Audeze had indicated it was a more reasonable amount, it may not have been an issue if I understand the thread.  Wasn't the issue they wanted $800 for the replacement, which seems unreasonable.  It really is about customer service and how you want you brand recognized in the market.  Based on this thread, I probably would not consider purchasing a used Audeze product due to the expectation of limited concern after the warranty period.  
 
Audeze isn't only guilty party these days.  I have observed more manufacturers putting non-transferable warranties to limit their liabilities on their product but to me it really kills the secondary market and in this hobby, the secondary market is important, especially with the increasing price points of headphones, amplifiers and DAPs.
 
Just my 2 cents.  

Click to expand...

In fact Audeze is the only manufacturer of anything I know of that is transferring the warranty. It was a brilliant move on their part to indicate their sincerity in standing behind their products and in being concerned for the owners, new or used. But the issue was also that there was a higher than normal failure rate on the drivers, and that saying "too bad" if the failure manifested after 36 months was not "standing behind the product", when the failure was due to the manufacturer.

I am stll hoping that Audeze will review things case by case and that when the failure IS of that nature will replace the defective drivers without charge. I am more than willing to trust their word on this.

I am also praying that in reviewing costs they arrive at a conclusion that will not rock the budget of we mere mortals (non 1 or 2 percenters) who worked so hard to buy these headphones in the first place; in those instances that replacement is required NOT due to manufacturing faults.  

Thanks for the reply Audeze. Good to know the replaced drivers get warranty as well.

audeze said:

  Audeze has a 3-year warranty on drivers. If any driver fails within that period we replace them for free and extend the warranty on the drivers by 3 more years from the date of replacement. The original warranty on the LCD-3s was for 1 year and that was extended to 3 years. 

As with any product that's as tightly manufactured as Audeze headphones there are bound to be some failures. The LCD-3 failure rates overall are still very low. Please consider that we get many units back for RMA that are abused with holes poked in the diaphragms, dropped/shattered headphones etc. We review RMAs on a case-by-case basis and decide on warranty or out-of-warranty replacement. Audeze wants happy customers so we stand behind our products and do whatever we can to keep them happy.

The $800 replacement cost for drivers has come up only recently because almost every LCD-3 was under warranty until this January. But we hear your concerns on the high cost of replacement. We’re going to review the cost structure and revise the prices for LCD-3 driver replacements.
 
Audeze listens and we appreciate every one of our customers.
Thanks,
Audeze

Click to expand...

 
does this policy apply worldwide, or just Audeze major market like the US?
 
I don't live in the US. Where i live, Audeze only carries 1 year warranty.
Maybe it's the local the distributor that set the warranty terms, maybe it's Audeze, i don't know.
 
So. will somebody who buys an Audeze worldwide, all receive 3 years warranty too on their Audeze items??
And if their driver fails, will they receive 3 years extension from the date of replacement as well?
 
I'm looking forward to hear your reply on this...
 
 

My two cents on Audeze:
 
My experiences with Audeze have been phenomenal so far.  I bought a second-(or third) hand LCD-3c about two years ago from a fellow Head-Fier.  Left/right membranes then crapped out one after another after a few months of use.  Had to send the unit in three times to replace the membranes.  I'm local/S. Cal., so the turn-around times were quick, about 2-3 days.  The repairs were free-of-charge; the only costs were postage fees for me to send the unit back.  Audeze never asked me on providing receipt or prove that I'm the original owner.  And from the lat repair, I got free upgrade to fazor.  I thought they do firmly stand behind their products.
 
However, I would be upset if a single membrane replacement would be $800 after warranty (considering that a used LCD-3 set goes for $1200 now?).  Hope Audeze will rectify the situation soon.  It will be a shame if I can't afford fix it eventually.  The LCD-3s do sound amazing.                            

rovopio said:

   
does this policy apply worldwide, or just Audeze major market like the US?
 
I don't live in the US. Where i live, Audeze only carries 1 year warranty.
Maybe it's the local the distributor that set the warranty terms, maybe it's Audeze, i don't know.
 
So. will somebody who buys an Audeze worldwide, all receive 3 years warranty too on their Audeze items??
And if their driver fails, will they receive 3 years extension from the date of replacement as well?
 
I'm looking forward to hear your reply on this...
 
 

Click to expand...

+1
Interested in it, too.

analog'd said:

hey Jeb!


I guess I wasn't clear. I am reacting to the fact that two people here in the last week had drivers fail, and had Audeze quote them $800 because they were over 36 months old.


My pair failed in June 2013 and the drivers were replaced. That's what I meant when I said should mine fail again, and it were to be beyond the 36 month mark, I would not pay them *00 to repair what are obviously defective drivers. I have used many headphones for far more than 10 years without problems. It is outrageous of them to stick to their initial warranty time frame when there are known issues with their drivers.


 

Click to expand...

+1. Well said, I have lost some respect for Audeze . And Audeze should stand by their product, not hide behind the warranty. Thanks for the heads up, I might get a HE-6 and modify it, .

Thank you Audeze for your  prompt and informative reply as to how you are addressing the driver failure issue.  It's wonderful to hear that you intend to stand behind your product.  I also view this as somewhat of an unusual situation in the sense that you introduced a relatively new product and technology  to the market, took the market by storm and have had some issues.  Doesn't seem all that unusual to have unforseen problems when introducing new technology to the marketplace.  Because of this I think as do others that what is most important  is how you stand behind the product when these problems occur.  Having just bought a used pair of LCD3's from another Head-Fi member and having checked with Audeze regarding the transferable warranty prior to doing so (and being told that my headphones would be covered for the 3 year period from date of manufacture) it's a relief to know I don't have to worry about driver failure in that period and if they fail after the three year period it sounds like the repair cost may become more reasonable.  Sure, I'd like to see more like a 5 year warranty for driver failure in cases where it is purely a manufacturing issue but as others have pointed out, most companies don't transfer warranties at all.
 
Being an audiophile who grew up and have spent the vast majority of my life living within a  45 minute drive of the  McIntosh factory in Binghamton NY  it's good to know there are other audio manufacturers in the USA who stand behind their product. Mac as a premium manufacturer who doesn't transfer warranties seems to more take the approach of building products to such high standards that  the warranty doesn't typically even come into play. With all the  Mac gear I've owned over the years I can only think of one comparable instance.  A few years ago they released a CD player, the MCD201 which almost immediately was problematic for many owners. Their  solution ultimately was to release a redesigned model MCD301 which was vastly superior to the 201'  and  to offer 201' owners the option of trading their 201' in against a 301' receiving the full dollar amount paid for the 201' for trade in allowance  which I thought was more than fair.  
 
Good to know Audeze appears to trying to build a similar reputation for itself!!

If Audeze offered a Koss ESP-950 style warranty (free repairs for life less shipping, no questions asked), I'd buy an LCD-3 tomorrow. As it is now, failure concerns are the main reason stopping me from even buying an LCD-2.

What is the situation with driver failures in LCD-X? Do they happen much less than in LCD-3?