[gimmeheadroom]

Maybe people have unrealistic expectations based on abusing amazon. Put yourself in the place of a normal business rather than a megabusiness. Do you want to support speculative buyers? Seriously, do your homework.

If you haven't received the package you should refuse it and you won't have to pay shipping and in that case you should expect a full credit. If you already received it, it costs them money and maybe somebody else would have bought it in the meantime but they can't sell it until they get it back. And if the package was opened then they can't sell it as new.

 

[wishbon3]

Maybe people have unrealistic expectations based on abusing amazon. Put yourself in the place of a normal business rather than a megabusiness. Do you want to support speculative buyers? Seriously, do your homework.

If you haven't received the package you should refuse it and you won't have to pay shipping and in that case you should expect a full credit. If you already received it, it costs them money and maybe somebody else would have bought it in the meantime but they can't sell it until they get it back. And if the package was opened then they can't sell it as new.

Yep, totally understand that. I have no problem paying something like 100$, but the return shipping + $300 is a bit excessive. I'll just have to sell it for a loss, as credit won't be much use to me.

Redacted previous statement, Moon Audio is great. Thanks again to Drew for helping me out.

 

[227qed]

Edit: I deleted this comment since I was extra grumpy when I wrote it and feel that it was unfair. Moon audio taking time to respond to the comment (below) has shown that they have really good customer service and deserve orders. Recommend!

 

[MoonAudio]

I ordered an Ananda from moon audio. Really not happy with my experience. I’m pretty sure I selected free two day shipping and they shipped standard instead. Guess I’ll never know, but the lady that answered the phone when I called to inquire about it really needs to brush up on how to talk to customers.

Hello, and thank you for bringing this to our attention. I looked into your order and see the order was placed Thursday 4/1 at 4pm with FREE shipping as the option chosen at checkout. We always do our best to honor the option chosen at checkout and even though the FREE 2 day option was available at checkout, it was not chosen for this order.

We shipped the order Friday. As we looked at the tracking for this order, we do see that Fedex tried to deliver it on Sunday but it shows nobody was home to receive the package. We do see it was successfully delivered Monday around 12:30 or lunchtime. We strive to do our best daily to please our customers and we'd honestly love your feedback on how to improve in the future. Thanks so much and Happy Listening.
Jess

 

[227qed]

Hello, and thank you for bringing this to our attention. I looked into your order and see the order was placed Thursday 4/1 at 4pm with FREE shipping as the option chosen at checkout. We always do our best to honor the option chosen at checkout and even though the FREE 2 day option was available at checkout, it was not chosen for this order.

We shipped the order Friday. As we looked at the tracking for this order, we do see that Fedex tried to deliver it on Sunday but it shows nobody was home to receive the package. We do see it was successfully delivered Monday around 12:30 or lunchtime. We strive to do our best daily to please our customers and we'd honestly love your feedback on how to improve in the future. Thanks so much and Happy Listening.
Jess

Well thanks for the feedback. I appreciate you taking the time to respond to this. I thought I clearly remembered seeing both shipping options and being absolutely sure that I selected 2-day. I said “no way I wanna ship this standard!” I’m usually very methodical, about thing like this that are important to me. But, perhaps I’m wrong and I fat-fingered my selection or had a stray contact with my phones screen that changed the selection. I will order from you again and be absolutely sure to select the correct option. Thanks again, love the new headphones!

 

[torifile]

I am going to be as factual in my description of my experience with Moon Audio as possible so as not to seem angry or vindictive. I only post this feedback after giving Moon 4 days to reply to my last email. All of this is only after repeated phone calls to their tech support. The only way we could get them on the phone is to go through the phone tree to ask for sales. My emails to their support email remain unanswered.

The facts:
- A pair of new Sony IER-Z1R purchased on 3/1/2021 at full price.
- The left 3.5 mm cable shroud/metal jacket came detached and got stuck in the left IEM. (See the mega IER-Z1R thread and you’ll find at least 3 others with the same exact problem)
- Sony won’t do anything, calling it ”physical damage”
- Moon won’t do anything either but said, and I quote, “I totally agree with you this a manufacturing defect and should be covered and replaced by Sony.”
- See Sony’s response above
- I asked if they could repair it since it’s just taking out the metal sleeve and they said, again I quote, “We are definitely not going to be able to get that out without destroying the IEM female socket.”
- I asked if they could intervene with Sony and they said something about Sony being a mega-corp and that they have no more sway than an average consumer.
- They asked me if I needed RMA info for Sony and I said ”yes”.
- No reply.
- I followed up and asked again for information for an RMA or how to arrange service with Sony.
- Nothing. Radio silence.

- I asked them to step up and do the right thing and stand behind a product they sell even if it’s been 2 months since purchase. Nothing. More radio silence.

Ask yourself why you’d buy from Moon over Amazon when they are the same price. If you said “service”, maybe you should think again.

 

[MoonAudio]

I am going to be as factual in my description of my experience with Moon Audio as possible so as not to seem angry or vindictive. I only post this feedback after giving Moon 4 days to reply to my last email. All of this is only after repeated phone calls to their tech support. The only way we could get them on the phone is to go through the phone tree to ask for sales. My emails to their support email remain unanswered.

The facts:
- A pair of new Sony IER-Z1R purchased on 3/1/2021 at full price.
- The left 3.5 mm cable shroud/metal jacket came detached and got stuck in the left IEM. (See the mega IER-Z1R thread and you’ll find at least 3 others with the same exact problem)
- Sony won’t do anything, calling it ”physical damage”
- Moon won’t do anything either but said, and I quote, “I totally agree with you this a manufacturing defect and should be covered and replaced by Sony.”
- See Sony’s response above
- I asked if they could repair it since it’s just taking out the metal sleeve and they said, again I quote, “We are definitely not going to be able to get that out without destroying the IEM female socket.”
- I asked if they could intervene with Sony and they said something about Sony being a mega-corp and that they have no more sway than an average consumer.
- They asked me if I needed RMA info for Sony and I said ”yes”.
- No reply.
- I followed up and asked again for information for an RMA or how to arrange service with Sony.
- Nothing. Radio silence.

- I asked them to step up and do the right thing and stand behind a product they sell even if it’s been 2 months since purchase. Nothing. More radio silence.

Ask yourself why you’d buy from Moon over Amazon when they are the same price. If you said “service”, maybe you should think again.

Hello, @torifile can you please tell me the order number attached to this order? And the name?
We are trying to research this case for you but we'll need both of these in order to be able to assist. We appreciate your response as soon as possible!
Thank you,
Jess
Moon Audio Support

 

[torifile]

Hello, @torifile can you please tell me the order number attached to this order? And the name?
We are trying to research this case for you but we'll need both of these in order to be able to assist. We appreciate your response as soon as possible!
Thank you,
Jess
Moon Audio Support

I'll send you a PM.

 

[MoonAudio]

I'll send you a PM.

Hello, @torifile I'll need you to reply to the email we sent you directly from our ticketing system. We are waiting for Sony to reply from the phone call and the email we sent them last Thursday on your behalf. We reached out to you directly via email again this morning and we haven't heard back with our request for images. Please send those over and we'll follow up with Sony again once we receive them to assist you.

Thank you,
Jess

 

[torifile]

Images were sent last week to sales@moon-audio.com but I will resend/reply to the email you sent. Thanks for following up on this.

 

[MoonAudio]

Images were sent last week to sales@moon-audio.com but I will resend/reply to the email you sent. Thanks for following up on this.

Hello, @torifile Images were not sent from the owner of the IEMs or the original purchaser. They were sent from a 3rd party. We have reached out to the original owner and are still waiting for his reply.

 

[torifile]

Hello, @torifile Images were not sent from the owner of the IEMs or the original purchaser. They were sent from a 3rd party. We have reached out to the original owner and are still waiting for his reply.

I’m pretty sure I know the implication here and I really don’t appreciate it.

The photos were sent again in reply to the support email.

 

[torifile]

2 weeks after initially contacting Moon, the situation is finally resolved. Moon dealt with their Sony rep who has replaced the entire package.

So, that’s a win for their customer service. I’m glad it’s finally resolved.

As far as what it took to get there… well, I’m far less satisfied about that. I won’t rehash what’s already been said. But I am certain had I not posted in this thread, nothing would have been done. I am also very unhappy with the way they initially threw their hands up in the air and were going to do absolutely nothing to remedy the situation.

I didn’t mention this in the initial post, but the Moon rep we spoke to on the phone just said “MMCX connectors are just terrible” as though that would solve the problem or absolve them of any after-sales support.

In the end, getting this taken care of cost them nothing but some time on the phone with the Sony rep. It cost me no less than 2 hours on the phone with Sony trying to convince them that the issue was a manufacturing defect rather than physical damage. Several calls and emails to Moon and tricking them into answering the phone by saying we wanted to buy something rather than needed tech support and then publicly dragging them here.

Had Moon stepped in right away, all that grief would have been saved.

I know Moon is respected around these parts so I’ll just leave it there. At the end of the day, they were replaced and that’s the important thing.

 

[MoonAudio]

2 weeks after initially contacting Moon, the situation is finally resolved. Moon dealt with their Sony rep who has replaced the entire package.

So, that’s a win for their customer service. I’m glad it’s finally resolved.

As far as what it took to get there… well, I’m far less satisfied about that. I won’t rehash what’s already been said. But I am certain had I not posted in this thread, nothing would have been done. I am also very unhappy with the way they initially threw their hands up in the air and were going to do absolutely nothing to remedy the situation.

I didn’t mention this in the initial post, but the Moon rep we spoke to on the phone just said “MMCX connectors are just terrible” as though that would solve the problem or absolve them of any after-sales support.

In the end, getting this taken care of cost them nothing but some time on the phone with the Sony rep. It cost me no less than 2 hours on the phone with Sony trying to convince them that the issue was a manufacturing defect rather than physical damage. Several calls and emails to Moon and tricking them into answering the phone by saying we wanted to buy something rather than needed tech support and then publicly dragging them here.

Had Moon stepped in right away, all that grief would have been saved.

I know Moon is respected around these parts so I’ll just leave it there. At the end of the day, they were replaced and that’s the important thing.

Hello, @torifile , I looked into this when you posted here and our team was working persistently on your behalf since you first contacted us. Unfortunately, your friend also contacted us on your behalf from another email address which confused things a bit on our side. We had contacted Sony immediately via email and phone upon your initial email but it does take time with larger companies to get warranty items such as this resolved.

We always work tirelessly on our customer's behalf with any warranty claim to the best of our ability, but it does take time. Sony is a very large company and our team had to email and call our manufacturer's representative who then had to reach out to his contacts at Sony. We diligently followed up daily with our rep and the contacts at Sony that were cc'd on the email chain. We sent pictures of your IEMs and explained why the customer service associate was incorrect in diagnosing the issue and blaming it on you as we've seen this happen with the MMCX connector many times before with companies that use this connection system. This is what the Sales Associate was trying to explain via phone when he spoke with you via phone. I'm sorry that was misunderstood.

In all, 4 people were involved in processing the return/warranty claim for your IEMs and each had to take it up the line to get it fully resolved. In all, it took 2 weeks and the IEMs were replaced. I can honestly tell you this is remarkably fast and during the times we are living in right now which also includes Covid restrictions, this is even more so, remarkably fast. Let me know if there is anything further we can do to help.

Thank you,

Jess
Moon Audio Support

 

[EvilJesus]

Placed an order for the new Sony nw-a306. What a nightmare. First when I ordered it was to be delivered FedEx 2nd Day. It was shipped USPS. Then when I get it, it's an open box product not new. I called them to return it, so I can be done with this scam company. I was told I could go to their website and start a return. I try and it says the item doesn't qualify for return. I call them back, literally minutes later and no answer.
I see that this is the first review in a while. Not sure what happened to the company you guys have good reviews of but I would stay away.