Hugely disappointed with B&W customer service and the longevity of these very expensive earbuds.
These were bought on release day and have been used on and off ever since. I am careful with the case, using a bag and a compartment to carry it so that it does not get scatched.
Early last week, I dropped the case while getting to put the ear buds in, so onto my desk. Not from why great height - less than 1 metre. You can see from the attached that the case has a chip in it - must have been unlucky re angle of drop or something. I then also noticed the writing on the case is wearing off. This is after only a few weeks use.
I reached out to B&W. After an exchange of emails I've been told that the damage is cosmetic, so not covered under warranty. I've been given two options - return to B&W for a refund, as I bought them directly and it is within the 30 day return window, minus an unspecified amount for the cosmetic damage. Option 2 is to pay full price (over £100) for a new case.
Very unimpressed, not least because I still have the original Pi7s and they are in immaculate condition. The Pi7 S2s are expensive earbuds, marketed on looks as well as sound. This is poor and really does raise concerns over the build quality of the case at the very least.
I think I'll be returning these, taking whatever monetary hit B&W exact, and that's the last B&W product I'll entertain buying. I also purchased PX8s, though not direct from B&W, and think I may have to return those too, as there appear to be battery issues appearing with those and a less than impressive response from B&W to sorting them. I've no wish to worry about that, or trying to sort it one once those expensive earphones are out of warranty.
Customer service is so important when investing in products. To be fair to B&W, at least the reps responded quickly and politely. However, for premium products this level of service is just not good enough, in my view at least. Some gesture of support would have been welcome.