[king8888]

It doesn't really matter, instead of 41 days it would have been 46, not a big deal. Pretty much everyone has waited over 2 months so be patient. If they don't arrive by July, then you can send them an email to ask for the status. Writing mean accusations on their FB won't accomplish anything.

I am a very time accurate person. So if they cant do within the waiting time they provide, I send the email. Now, I am still waiting as he said mine will be shipped this week.

The most frustrated part is he asked why I would order from jh. As a jh16 owner, I always want try out a more better version of jh16, so I ordered Roxanne. Is it wrong to order a Roxanne? Wow!! You say then.

 

[doublea71]

I think you're being a bit impatient. Not many companies fulfill orders exactly within the time frame they give to customers, and considering these are the Roxannes (with their problematic release history), you should not be surprised that they're taking a bit longer then expected.  Don't succumb to anger, friend - it's not worth the energy.

 

[13sarooster]

Hey King take a chill pill man, well according to the fb post angie did email you in apr stating 45 to 55 business days? so technically they aren late and if it arrives to you next week it will be late at most for a few days. looking back at the log here, this should be by far one of the least waiting time. you should have known of the long waiting time and the failure to deliver the roxannes to you should come as no surprise. I am not saying that you should not scream at them for the bad customer service and the longer waiting time however unless Jh audio has a better management i do not think this will improve by leaps and bounds. As for Jerry i would think he will be concentrating more on making new ciem and research rather then the company business model and that is what jerry is good for isnt it? Just bear with it for a week and you will enjoy the roxannes. 

 

[DeepGroove]

Angry customers, JH staff under pressure... Can't wait to join the party!

 

[headwhacker]

I think you are lucky you were given a time frame. Imagine those who ordered last year which had a moving target for ship date. (I was initially told of a 4-5 week turn around). You ordered late March and you should have plenty of warnings/idea about the timelines and what you had gotten into. As always expect the worst and you should have considered it before you clicked the "buy" button.

 

[techadd]

   
That sucks. After 2 refits and 4 months to get those two refit done, I am now being ignored by them, completely. I have a couple of useless lumps of acrylic and drivers and over $1K thrown down the drain. 
 
Hope things go better for you 

 

 
you mean your refit took another 4months still got fit problem? or am i reading wrong??!!

 

[robm321]

^ The first refit took 6 weeks, and the other took over two months. Sue (who's related or married to Andy Regan) in repairs kept apologizing and thanking me for my patients via email. I was completely nice and understanding. She said that their musician customers (who come first) had emergency repairs and that the "show must go on". I said I completely understand. In fact, several times she thanked me for my patience all via email. 
 
Then I got back this mess of a left earpiece with the cable sticking out away from my head and the fit wrong even though the fit was perfect before. It should have been visually obvious before they mailed it back to me. I emailed Sue, nicely, explaining my situation, and she stopped responding even though she was responsive before this. I called Andy Regan who tried to make excuses as if it wasn't a mistake with tons of attitude even though I approached him in a friendly manner. No apology or sorry for all you've been through, just attitude. I asked him if there was ever an application where the cable should stick away from the head. He said no and finally admitted it was a mistake. "He said we have so many of these things coming in and out of here". He said send it in, I said it was your mistake can you sending me a shipping label so I don't have to pay for a third shipment? He said I'll have Sue send you one. I have been ignored ever since. No shipping label, Emails don't get responded to, and they are always "out to lunch" or "unavailable" when I call.
 
I even said I'd take a refund if they don't have the ability to deliver what I paid for over 6 months ago. Ignored. I asked for someone other than Andy Regan, there was no one. He's the boss and he can just ignore you, and you can't do anything about it. So, I'm going to go through the repair process a third time, and send them in today paying $40-50 in shipping for a third time. I'm just going to suck it up and take the high road, hoping they have the ability to actually get things right.
 
I don't post this stuff to trash JHA. There are many happy customers. I just want people to know what they might be getting themselves into. I would never have gone down this road had I known that they don't give a crap about their customer service unless you are one of their musician customers. There are too many TOTL CIEMs out that match or better JHA's offerings now which wasn't the case a few years ago. I'll never purchase anything from them again. I've never had a retail experience quite like this.
 
The funny thing is, someone who had 6 repair attempts over a year and never got a working product after ordering a JH16 (literally wasted $1,500+ down the drain) warned me before I placed my Roxanne order. I figured it was a one-off and wouldn't happen to me. I figured wrong. 

 

[JAG87]

  ^ The first refit took 6 weeks, and the other took over two months. Sue (who's related or married to Andy Regan) in repairs kept apologizing and thanking me for my patients via email. I was completely nice and understanding. She said that their musician customers (who come first) had emergency repairs and that the "show must go on". I said I completely understand. In fact, several times she thanked me for my patience all via email. 
 
Then I got back this mess of a left earpiece with the cable sticking out away from my head and the fit wrong even though the fit was perfect before. It should have been visually obvious before they mailed it back to me. I emailed Sue, nicely, explaining my situation, and she stopped responding even though she was responsive before this. I called Andy Regan who tried to make excuses as if it wasn't a mistake with tons of attitude even though I approached him in a friendly manner. No apology or sorry for all you've been through, just attitude. I asked him if there was ever an application where the cable should stick away from the head. He said no and finally admitted it was a mistake. "He said we have so many of these things coming in and out of here". He said send it in, I said it was your mistake can you sending me a shipping label so I don't have to pay for a third shipment? He said I'll have Sue send you one. I have been ignored ever since. No shipping label, Emails don't get responded to, and they are always "out to lunch" or "unavailable" when I call.
 
I even said I'd take a refund if they don't have the ability to deliver what I paid for over 6 months ago. Ignored. I asked for someone other than Andy Regan, there was no one. He's the boss and he can just ignore you, and you can't do anything about it. So, I'm going to go through the repair process a third time, and send them in today paying $40-50 in shipping for a third time. I'm just going to suck it up and take the high road, hoping they have the ability to actually get things right. After this, I'd really hate to turn this into legal action, but I may have no choice if they don't deliver. 
 
I don't post this stuff to trash JHA. There are many happy customers. I just want people to know what they might be getting themselves into. I would never have gone down this road had I known that they don't give a crap about their customer service unless you are one of their musician customers. There are too many TOTL CIEMs out that match or better JHA's offerings now which wasn't the case a few years ago. I'll never purchase anything from them again. I've never had a retail experience quite like this.
 
The funny thing is, someone who had 6 repair attempts over a year and never got a working product after ordering a JH16 (literally wasted $1,500+ down the drain) warned me before I placed my Roxanne order. I figured it was a one-off and wouldn't happen to me. I figured wrong. 

 
Sir, you are being flung around by the balls. A refit should took no longer than 8-10 business days, 2 weeks door to door if you are in continental US or Canada. I had mine done in February in the midst of the storm when they likely were more swamped than they are now, and it took 4 business days to complete, 10 days door to door.
 
You must obviously not communicate well with them... I'm not sure why you haven't spoken directly with the repairs team (repairs at jhaudio.com), you can speak to Adam, or whoever else is working, and if things need to be escalated you can talk to Jaime (jaime at jhaudio.com), who is the COO. Why is everyone is speaking with this VP, who is going to do absolutely nothing for you because I very much doubt he deals with the end consumers (hence the attitude). His job role is likely to make deals and contracts that are worth 10s even 100s of K  with the professional market (such as supplying IEMs to the X Factor for example), not look after people who buy these things for enjoyment.
 
I mean really, if you have an issue with your taxes, passport, driver's license, would you email Obama? He's not going to help you.

 

[robm321]

Sue is on the repair team and that's who I've been communicating/working with until the communication stopped on her end. I might have left out the fact that Andy Regan initially called me and left a voicemail saying he had questions on my repair which is how I got in communications with him to begin with. But thanks for the new names, I will contact them as well if need be. 

 

[Mimouille]

Sir, you are being flung around by the balls. A refit should took no longer than 8-10 business days, 2 weeks door to door if you are in continental US or Canada. I had mine done in February in the midst of the storm when they likely were more swamped than they are now, and it took 4 business days to complete, 10 days door to door.

You must obviously not communicate well with them... I'm not sure why you haven't spoken directly with the repairs team (repairs at jhaudio.com), you can speak to Adam, or whoever else is working, and if things need to be escalated you can talk to Jaime (jaime at jhaudio.com), who is the COO. Why is everyone is speaking with this VP, who is going to do absolutely nothing for you because I very much doubt he deals with the end consumers (hence the attitude). His job role is likely to make deals and contracts that are worth 10s even 100s of K  with the professional market (such as supplying IEMs to the X Factor for example), not look after people who buy these things for enjoyment.

I mean really, if you have an issue with your taxes, passport, driver's license, would you email Obama? He's not going to help you.

I can't believe you guys...JH is obviously treating him like crap and it's somehow his fault...I think audiophiles have a distorted perception of what customer service is. Oh and by the way, it has been 6 months since my CF Roxanne order and they do not answer my emails anymore. Is that my fault too? I have bought and sold at least 5 or 6 iems and DAPs over that period, and the palm of the worst customer service goes to JH for sure.

 

[bearFNF]

I can't believe you guys...JH is obviously treating him like crap and it's somehow his fault...I think audiophiles have a distorted perception of what customer service is. Oh and by the way, it has been 6 months since my CF Roxanne order and they do not answer my emails anymore. Is that my fault too? I have bought and sold at least 5 or 6 iems and DAPs over that period, and the palm of frapoy customer service goes to JH for sure.

Um what is this =>"the palm of frapoy", just curious...

 
And yeah, I agree no one should be jumping down his (robm321's) throat, there is no excuse for the poor comms from JH, or the attitude that has been exhibited.
 

  After this, I'd really hate to turn this into legal action, but I may have no choice if they don't deliver. 
 

Oh, and just as a word of caution:
 

Spoiler: Warning: Spoiler!

3.  What does it take to get banned? 

 
The only thing we (the moderating staff) wish of the forum is the same thing that the majority of members do: To be able to enjoy our hobby in a fun way with other people. The only reason we do what we do is that we want to continue seeing Head-Fi as a great place to do that, for everyone. So while breaking any of the rules once is unlikely to get you banned, if members are repeatedly reporting your posts and we repeatedly have to give you warnings, then at some point you're going to find your account locked for some period of time, if not permanently. We don't like banning people and it is relatively rare, but we're human and we only have so much patience.
 

However, the following will result in a permanent and irrevocable ban:

 

1. Spamming, eg: Posting the same thing many times in many threads.
2. Posting highly offensive material, such as pornography.
3. Being directly rude to a member of staff (eg: Replying to a PM from a staff member with "F-off" or the like).  Being rude to the people who work hard to ensure you can enjoy your time on the site is totally unacceptable. 
4. Saying "I'm contacting my lawyer!" or similar legal suggestions or threats. We take such threats with the utmost seriousness (due to the huge costs involved) and have zero tolerance for them.
5. Creating a second account to evade a (temporary) ban, avoid negative feedback from the classifieds, shill or otherwise break the rules.

 
Not saying you pointed it at anyone but...(just trying to point out it might be best to keep it private):

 

[robm321]

^ Good to know, thanks. Either way, I mailed them off today for a third refit attempt, and I got an email from Sue stating she would let me know when they get there, so I'm going to hit the reset button on my frustration with them and hope for some resolution. 

 

[dleblanc343]

So I ordered on black friday too and got confirmation on March 10th that it would be shipping out "any day".
 
On March 22nd I called because I hadn't gotten a tracking order, and she said it was a grave mistake and that it would be a couple more weeks.
 
On April 20th I called in to know about the status, and turns out it would be a couple more weeks again. I told her I wanted them before June, and she said she would ensure that happened.
 
Well, I decide to call on May 25, 26, 27,28 and today, without getting an answer out of 8 calls... I guess I won't get them before June as promised..
 
Oh well... it should be soon, I guess. For real 

 

 

[kh600rr]

I don't know how you guys stay so calm and patient. I'm sorry, but there is no CIEM worth a 6 month wait. There are plenty of other options. They keep saying there taking care of some stupid music star, with a emergency, what about you? Don't you count? I don't understand how a business gets away with treating it's, very loyal customers like this. Good luck to you guys who are waiting...

 

[fiascogarcia]

I'm just going to tell them I'm Adam Levine, and I have new impressions.  I should be getting them in a day or two.