[QueueCumber]

Does anyone know what the process is for the CIEM Kazier Encore 10s? I paid $400 for the rush on my order 14 days ago, FedEx’ed ear molds the next day (which showed as received by someone at Noble the next day), and haven’t heard anything from them as of day 12 since they received my ear molds. I can’t say I’m pleased with the customer service thus far, especially with the $400 “rush” premium paid on ~$2k earphones.

 

[SDBiotek]

Did you try sending an email to contact@nobleaudio.com?

Per the website, usual build time is approximately 6-8 days from receipt of the earmolds at the lab. It takes some time for them to ship international from California to the ciem labs.

 

[QueueCumber]

Did you try sending an email to contact@nobleaudio.com?

Per the website, usual build time is approximately 6-8 days from receipt of the earmolds at the lab. It takes some time for them to ship international from California to the ciem labs.

I called. The person who answered said he wasn’t sure if they had them because he wasn’t in the office. The ordering process and order receipt doesn’t say it can take a few weeks, or longer, for them to ship from their office to their lab or that their lab is in a galaxy far far away. At the least a confirmation of receipt of the ear molds and ETA on shipping time/arrival time to the lab would go a long long way towards improving customer service at this price level, IMO. After paying $2499, I don’t even know if they received the molds or sent them anywhere yet.

 

[FullCircle]

I called. The person who answered said he wasn’t sure if they had them because he wasn’t in the office. The ordering process and order receipt doesn’t say it can take a few weeks, or longer, for them to ship from their office to their lab or that their lab is in a galaxy far far away. At the least a confirmation of receipt of the ear molds and ETA on shipping time/arrival time to the lab would go a long long way towards improving customer service at this price level, IMO. After paying $2499, I don’t even know if they received the molds or sent them anywhere yet.

The faq section of the website is rather informative

 

[jasonho]

This is what you can see from the FAQ section (https://nobleaudio.com/en/support/faq/) on the website

• What is the current build time for a set of CIEMs?
  The current standard build time for a set of Noble CIEMs is approximately 30-40 business days (6-8 weeks) from receipt of impressions at our labs.
  
  The current rush order build time is approximately 6-8 business days from receipt of impressions at the labs.

• Can you give me an update on my order?
  Updates are only provided for CIEM orders that have exceeed the estimated buildtime of 40 business days by more than two weeks. We politely decline update requests made prior to this point and assure you that we are working as quickly as possible.
  

 

[SDBiotek]

I'm sure you'll get an update on your order soon, but I understand feeling a bit frustrated not knowing if your impressions have been received at the lab. When I ordered my ciems several years ago, nearly all communication was via email. Definitely it's normal to have some anxiety when buying a big ticket item like this when weeks of waiting are involved.

 

[QueueCumber]

It’s not that informative, and is rather misleading, if you’re paying $400 for a 10 day rush order and the ship time to the lab takes multiple weeks with no mention anywhere in the e-mail receipts or on the website of the substantial lag time to ship to the lab. If they stated on the website during the ordering process that this is the case, I wouldn’t be here dissatisfied with the customer service.

 

[SDBiotek]

It’s not that informative, and is rather misleading, if you’re paying $400 for a 10 day rush order and the ship time to the lab takes multiple weeks with no mention anywhere in the e-mail receipts or on the website of the substantial lag time to ship to the lab. If they stated on the website during the ordering process that this is the case, I wouldn’t be here dissatisfied with the customer service.

Not a personal criticism, but this is not a customer support forum...just send an email (there's even one for the ciem lab) and I'm sure you can at least get an update on your order.

 

[QueueCumber]

I'm sure you'll get an update on your order soon, but I understand feeling a bit frustrated not knowing if your impressions have been received at the lab. When I ordered my ciems several years ago, nearly all communication was via email. Definitely it's normal to have some anxiety when buying a big ticket item like this when weeks of waiting are involved.

Yes, very frustrating. To be honest, the wait time doesn’t bother me as much as not knowing if they even received them or shipped them anywhere. For all I know, FedEx dropped the impressions off with someone in the parking lot and Noble never received them or misplaced them. A simple, “We received your ear mold impressions and have shipped them to the lab” would go a long way. An ETA on how long the shipping to the lab takes on their website during the ordering process would also make this process less murky and would increase my confidence and trust in the company.

 

[FullCircle]

It’s not that informative, and is rather misleading, if you’re paying $400 for a 10 day rush order and the ship time to the lab takes multiple weeks with no mention anywhere in the e-mail receipts or on the website of the substantial lag time to ship to the lab. If they stated on the website during the ordering process that this is the case, I wouldn’t be here dissatisfied with the customer service.

It is informative, that is unless you believe that some how Noble builds Ciems in a Airbus 833 as they travel around the world and back.

The faq clearly states ciems are built in china. Unfortunately, they are meticously hand crafted objects of functional art. The company name is Noble not McNoble

 

[QueueCumber]

It is informative, that is unless you believe that some how Noble builds Ciems in a Airbus 833 as they travel around the world and back.

The faq clearly states ciems are built in china. Unfortunately, they are meticously hand crafted objects of functional art. The company name is Noble not McNoble

Noble has time to be sarcastic on an online forum with a customer who paid $2499 for CIEMS, but doesn’t have time to shoot out a confirmation email? SMH

 

[FullCircle]

I was sitting on the toilet when I responded

Further more, Im in thailand I have no idea what your status is

Further more this is why we politely decline status requests as it is a time suck



Cheers

 

[muziq]

I was sitting on the toilet when I responded

Behold the new cleaning tool from Noble Customer Support.

 

[chengsta]

ah yea I figured that the build time only started when it gets to the lab in china. Otherwise that'd mean they only take 1 week to build in china lol. Doesn't really matter to me though, I've got other toys to play with currently like vr headsets. Also you can just email noble support like I did, and you should get a reply within a day or 2. I was worried too whether or not they got my impressions, but Brenan replied and confirmed that they got'em at HQ....so emailing works.

 

[FullCircle]

@ queuecumber

This is anonymous forum, so I really can not offer any assistance if I do not know your details.

Comming here and posting that Noble engages in misleading business practices won't get you the answers you seek.

But if you PM me with your details, I can make some internal inquiries and get you some answers or put a person directly on your case.

Regardless we have been doing this for about 5 years now, I don't think we would still be in business if everything was in disarray. We are ran by humans and mistakes are made from time to time, but when they are made we do our best to rectify them.

Cheers

(Posted while at the airport, I'm bound for Taiwan to have a meeting with a supplier)