Logitech not shipping UE900s, but UE900 in updated box
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dj CampoVerde

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Despite all quality control issues and uncertainty about the future of the product, i went ahead two weeks ago and ordered the UE900s model on the US web page from Logitech. They are priced higher there than on Amazon, but i wanted to make sure i get the latest model and customer care.
 
Today I cancelled the order: Product wasn't shipped within the promised 3-4 biz days, and I have not received any update what so ever. Y'day, customer service said 'it will ship today', today customer service says 'i don't know what's going on', and 'the UE900 is the only product that doesn't ship'.
 
Not sure yet, but I think i'll opt for the Westone 4R (not the W40,doesn't seem to justify higher price).
 
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Ivabign

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Maybe I know what headphone will be sold on Amazon for $99 on Black Friday - clear the old stock and start with a fresh design - they have to know how bad the scuttlebutt is out here in the weeds.
 
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dj CampoVerde

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Wow this is really bad and getting worse.
First, Logitech customer support couldn't tell me the status: even though they see the product is on stock, shows as shipped, they see it is not shipped ???
That's when i *tried* to cancel. Tried, because I never received a confirmation of the cancellation.
 
So, back on the line with Logitech support today. My order shows correctly as 'cancelled' in their system since Friday, but they confirm that it is still active. yes. ???
Consequently, they can't send me a cancellation notice. What.
 
Most annoying, until I know that the cancellation is through, i can't afford to order a new pair.
I don't see the point in ordering directly with Logitech, if their internal order tracking status is such a nightmare.
 
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eriqesque

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It seems to me now that logitech has taken over the only way to get real quality UE products and support is to order custom IEMs.
 
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dj CampoVerde

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Sorry if this becomes somewhat a diary of my Logitech Experience.
Unbelievable.
5d after canceling the order first, and 1/2 day after canceling it again, both times over phone and with a 'reference number', I have now received the shipping notification!!
 
I'll promise one more update: once i receive the package. I'll open no matter what, now want to see if they ship the current 's' model, or still the old model. I am so over Logitech. Amateurs.
 
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a_recording

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I don't know if you have seen this, but you should perhaps watch it:
 
 
The UE900 thread is a bit of a horror story at the moment.
 
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uelover

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  Sorry if this becomes somewhat a diary of my Logitech Experience.
Unbelievable.
5d after canceling the order first, and 1/2 day after canceling it again, both times over phone and with a 'reference number', I have now received the shipping notification!!
 
I'll promise one more update: once i receive the package. I'll open no matter what, now want to see if they ship the current 's' model, or still the old model. I am so over Logitech. Amateurs.
 
Please keep us updated.
 
I want to know if the delay by UE, Logitech was intentional in order to check through their current stock after receiving complaints that new UE900s packaging actually contained the old UE900.
 
If what you have received is the old UE900, then I will be totally disappointed with UE, Logitech.
 
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a_recording

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I want to know if the delay by UE, Logitech was intentional in order to check through their current stock after receiving complaints that new UE900s packaging actually contained the old UE900.
 
If that's true, that's pretty poor in itself given that Logitech CS / Sales were initially insisting that the UE900s is no different from the UE900 anyway. This means that they were aware of this, and if it's delayed, it would be in order to cover up this issue.
 
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AUDIOBREEDER

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What I dont get is though people know their is flaw, still they order.

 
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swiftkidd

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I'm guilty of this, I started out with UE 350 (Lasted 3 weeks), UE 400vi (Lasted 7 weeks) UE 400vi (Lasted 7 months), UE 600 (Voided & transferred the warranty to UE 400) UE 600 (Unwanted returned to Amazon unused) UE 400 (Lasted 4 days) UE 400 (Lasted 2 days) UE 900 (Lasted 8 months).
 
All ULTIMATELY have failed in one channel usually the left but the right channel in my UE 900 has failed with a sound imbalance issue plus all have lost it's premium sound so maybe a component or driver fails..but UE 600 are live performance earphones with 3D sound and no bass which I disliked for music but good for film (speech) so returned one set and gave the other set away.. I recently purchased UE 200 and plan to purchase UE 900s just to see if they fail also.. Ultimate Ears has discontinued their entire 'consumer' IEM product range
 
Loud enough (kids range)
100 / 200 / 300 (Entry level)
350 / 400 / 500 (mid market)
600 / 700 / 900 (upper market)
 
All that expense on advertising, marketing, product development, production costs, and countless other expenses add on the loss of earnings as they're yet to replace their product range but also discounted UE 350, 400, 600 & 900 in close out sale with 50% off yet refused to replace my UE 900 due to "I've had a collaborated 2 year warranty worth of replacements) which in reality I didn't open my UE 350 for at least 7 months due to finishing off using my Phillips headphones so has been about 1.4 years which I offered to purchase UE 900s at cost value offering them £85.00 which I feel is reasonable as there is no reason why I should pay Logitech's overinflated store prices (obviously manufacturers do not attempt to compete on price with their customers aka resellers) plus why should I pay 20% consumption tax (UK VAT) on £329.99 earphones when they should be a warranty replacement so should be no tax those two things right there would save me 40% and there really should be no service fee aka retail fee as it's direct from manufacturer and not 3rd party seller or retailer who typically earns money by providing the service and not for producing the product or delivering it so knock an additional 15% off can easily provide UE 900s for £150 which they sold UE 900 for £165.. in close out sale 8 months ago but really I should wait because I strongly suspect UE900s will be discontinued with-in 2 years with a close out sale but do not expect them to last the duration of the manufacturers warranty which was reportedly reduced for 900s from typical 2 years to just 1 year.
 
Edit to add that no announcements of Ultimate Ears direction in discontinuing products has been made.. and Logitech staff failed to acknowledge or answer why they've discontinued 90% of their product range whilst handling my UE 900 request for replacement so it's all been kept quiet and secretive including the 50% off sale they held in Logitech Store 8 months ago it was not made known that it was a close out sale especially as the products were sold in regular Logitech Store and not in their special-offers/closeout section that the 350, 400 & 600 are now being sold in so consumers are left to speculate that something serious is going on to be restructuring entire product range without informing customers or press.. I suspect on going consultation in the direction of UE consumer IEM product range is expensive also.
 
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What I dont get is though people know their is flaw, still they order.:blink:

Well, a lot of people, me included felt that for a $400 flagship you will get what you paid for.
I have the 900 from last year and had the common issues. Most people who ordered the 900s and receive the 900 simply had no idea. I don't think anyone goes to head-hi to look up for this. A lot of people are still under the impression that they got the 900s which was confirmed to actually be the 900.
 
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dj CampoVerde

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Here's the promised update. Starting point: as mentioned above, after two cancellations over the phone with the sales support, I still received a shipping notification.
 
The unit arrived today!
And from the pictures on this forum, it is the UE900, not the UE900s, that arrived inside the package :frowning2:
 
Although it has gold connectors (I think that the UE900 didn't?), it does not have the unibody cable connector, as per @uelover 's blog post http://www.head-fi.org/t/624973/ultimate-ears-ue-900-discussion-and-impressions-thread/3165#post_10569468 describes.
 
So - as much as I would like to love them (and keep them), I contacted Logitech again and asked to return these. Really disappointing.
 
The whole packaging, unpacking experience, inside of the box look, it all is really amazing. Even more disappointing, this experience.
 
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Got the Shakes

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  Here's the promised update. Starting point: as mentioned above, after two cancellations over the phone with the sales support, I still received a shipping notification.
 
The unit arrived today!
And from the pictures on this forum, it is the UE900, not the UE900s, that arrived inside the package :frowning2:
 
Although it has gold connectors (I think that the UE900 didn't?), it does not have the unibody cable connector, as per @uelover 's blog post http://www.head-fi.org/t/624973/ultimate-ears-ue-900-discussion-and-impressions-thread/3165#post_10569468 describes.
 
So - as much as I would like to love them (and keep them), I contacted Logitech again and asked to return these. Really disappointing.
 
The whole packaging, unpacking experience, inside of the box look, it all is really amazing. Even more disappointing, this experience.
 
I have been told via email communication with someone that knows what is going on at Logitech that they know there is some confusion and that they will be clearing up as much as they can by tomorrow. I wish I could say more, but I was politely asked to be patient and allow them to address the situation.
 
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dj CampoVerde

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haha - I very much doubt that they'll be clarifying anything up to me. What channels would they use to do that? Chime in to this discussion?
 
I mean, it's as much about the product strategy as it is about the service! c'mon - canceling twice, and still shipping 5d laters?
This evening, their response was 'hey I am tech support, thanks for the cancellation, but I don't know what to do with it. Please call my friend two cubes over who's in sales support. Here's his number. Maybe he can help you with sending the unit back'.
Well obviously they said it in different words, but same thing.
 
Man I am so upset that this UE900 is sitting right here in front of me, and that it's not a UE900s.
 
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Got the Shakes

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haha - I very much doubt that they'll be clarifying anything up to me. What channels would they use to do that? Chime in to this discussion?

I mean, it's as much about the product strategy as it is about the service! c'mon - canceling twice, and still shipping 5d laters?
This evening, their response was 'hey I am tech support, thanks for the cancellation, but I don't know what to do with it. Please call my friend two cubes over who's in sales support. Here's his number. Maybe he can help you with sending the unit back'.
Well obviously they said it in different words, but same thing.

Man I am so upset that this UE900 is sitting right here in front of me, and that it's not a UE900s.

I was told this personally by the head of the entire UE brand via email yesterday. I had multiple correspondences with him throughout the day and was assured that they would be clearing up the confusion people are having.

Edit: For some context, I spent 2.5 weeks trying to get to some answers via Logitech customer support and got only to the point where they were willing to exchange them. I was then put in contact with someone higher up the food chain that it turns out is the head of the entire UE brand.
 
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