So far, for me, Xears customer service has been fairly lacking. I ordered these on April 5th, and picked them up from the post office on April 16th. Half an hour after I picked them up I took them out of the package they came in to check them out quickly before I burned them in.
On first listen I found that the left driver was attenuating at most half of the external sounds compared to the right driver. After a quick inspection I saw that the wood portion of the housing on the left driver wasn't matched up properly to the plastic portion. It was off center a bit and tilted slightly. This caused the metal ring in between the wood and plastic sections to move a little bit from side to side with very little force. When moved to one side of the housing there's a small gap that opens up, which I'm guessing vents the driver to the outside.
I don't know how their quality control is, but I could see how it could be overlooked if the Q/A checks are performed fairly quickly.
After that I was fairly busy and wasn't able to contact them about a replacement until the 22nd. I used their web form on the Support section of their website. I put in all of my information and submitted the completed form. After submitting the form I got a message saying that I'd get a response back within 24 hours. It's been almost a week now, and I haven't gotten a response. So I resubmitted my previous message directly to their support email address tonight in hopes that I get a response from them sometime soon.
I would try and use live chat, but every time that I go to their site their live chat is always offline. I guess that by the time that I'm able to get to live chat they're most likely in bed.
I'm hoping that I'll get a response relatively soon... I'd like to be able to burn them in and try them out.
Some pics for reference (the driver on the left is the bad one)