After receiving faulty JH5's from JH-audio, emailing JH-audio about the problem, receiving pre-written computer determined response, and then
going through the repair process, sending them back at my expense,
waiting for weeks, receiving my 'repaired' iems back, only to find the problem not fixed in anyway, During this time I received no emails, or other contact from
JH-audio, I also emailed them after 3 weeks enquiring what was wrong with my iems, and how the process was going. No reply to that email, ever.
Obviously I was pretty pissed off at this point in time, so I tracked down and emailed every single staff memeber with an email address on the website.
I told them about my experience with JH-audio, their product, level of communication, how their repair process had gone, and where I now stood. I told them
how I felt about the whole deal, and asked them how they would remedy this problem, I even offered a few solutions to them.
This time I received 2 emails back within 12 hours, all different, one from repairs, apologizing, and saying a pre-paid fedex label would be sent to me straight away,
and that I need not fill out a repair form this time,
The second email, was that pre-paid fedex label, a short apology, and details of using the prepaid fedex label.
With the iems I sent back, I included a note, asking if they repair lab might send me an email, or a note telling me what was wrong with my iems, and how they fixed
it, how their 'testing' works, and how it missed the issues with my iems, twice, And how they might go about remedying these issues.
No reply. No contact from JH-audio.
Now for the 3rd time I receive my JH5-pros. This time they work fine, They sound great, They are far superior in comfort and sound to my Shure srh940's,
sennheiser cbx-300 and sennheiser HD598's.
At the end of all this, I have a working, what I hope is a quality product, Time will judge that.
So when a friend approached me and asked about my JH5-pros, he asked where, and how I got them, who made them, and how they sounded.
I told him 'They sound great, They are made by JH-audio. but I wouldn't recommend you purchase them'
He asked: 'Why?'
I told him that the product in no way makes up for the overall customer experience I received. That in no way could I honestly say I will ever be satisfied with my
JH5-pros, purely because my impression of them is forever tarnished by my experience as a customer. No-one can change the past. I will never purchase
a product from JH-Audio again, and I will have nothing to do with them as a company, Mistakes happen, I understand, How those mistakes are dealt with is
a real tell of a companies worth in my experience.
I used to work in a supermarket. As a member of a customer service team, we work under 2 moto's, fast, effecient and accurate, and 'every customer, everytime'
Because the whole reputation of the company rests in each and every customer we served, One unsatisfied customer can result in loss of a much larger number of
customers, It harms the companies name. That was a supermarket I was happy working in, I was happy with the way customers smiled when they received excellent
service, and when they came back again and told us so.
That supermarket served around 10,000 customers a day. in 8 months of work there, one complaint about the store was made. just 1. that's one customer that was unsatisfied
with our service out of 2,400,000 customers.
If a supermarket can function to that level, a small, custom audio company should be able to operate to a much higher standard of service. That is how I feel.
That is not a review of a product, but of the company behind it.
