Quote:
Yeah this isn't the first time I've seen it happened. I sold a BNIB pair to a fellow Head-Fier, still in shrink wrap, and he had the same problem within weeks. They tried to deny him warranty! I went to bat for him since I sold him the damn things, and had to climb their CS chain all the way up to the head of the department before someone would help the guy out.
My advice to you: tell them you are from Head-Fi, and that you know that this is a known and recurring issue with their products, and that you will denounce their trustworthiness as a company as well as the quality of their products openly if they do not fulfill their stated warranty.
Oh, and remind them that the cable is DETACHABLE AND SHOULD BY DEFINITION BE DESIGNED TO WITHSTAND PULLING
If they don't give you anything, let me know and I will go to bat for you. I have enjoyed ripping a new one in people who know they aren't honoring their guarantee.
Believe me, I used the Head-fi name and that the problems with the casing were well documented on this site and still nothing. This is the first email I sent them after being notified they were charging me.
Date: February 13, 2013, 12:43:05 PM EST
To: contact earsonics <contact@earsonics.com>
Subject: Re: for repair
I'll pay the money for something that should have been covered by your warranty, although clearly I shouldn't have to. I did notice the severed wire, but that happened as a result of the faulty craftsmanship of the earphone case, and it came apart through no fault of my own. I'm also a member of good standing on Headfi.com, and I'm acutely aware that the earphone cases coming apart on the SM3 v2 is a common defect, and I haven't heard of anyone else having to pay for this either. I've owned a variety of IEM's and posted impressions on Head- Fi. Rest assured, I will post about your customer service regarding this matter.
This is the email I sent them after paying the $93 tab (including express shipping) that they wouldn't even dignify with a response:
"The hull was forced" Are you trying to say that I forcibly broke the casing open? Wrong. It came apart in two as I was inserting it in my ear: defect, others have had this problem with the casing before.What would my purpose have been for forcibly opening up the case?
The cable severed when I tried to remove the headphone cable from the socket after the casing had come apart; probably ill-advised, but still would not have happened had it not been for the case coming apart as a result of a defect. The filters damaged? The filters looked unaffected. Cost: $2.50 each at Westone.com (professional equipment). Even cheaper bought in bulk, I'm sure.
I understand your company has a bottom line, but I paid $365 for a set of headphones and shouldn't have to pay for something that was caused by a known defect and still under warranty. I appreciate you repairing them, and I already paid your "fee," I just free you should honor the warranty. With the SM64 out, I would think you wouldn't want there to be any questions about your customer service.
Thanks
And yes, the filters are the Knowles Acoustic Filters. I've used the white colored ones as they keep a little more of the high end, while offering the protection that I believe filters can serve from moisture. Moisture is a driver-killer, after all.