Open Announcement on the HiFiMAN HE-400
Oct 5, 2012 at 9:30 PM Thread Starter Post #1 of 143
Joined
Mar 27, 2012
Posts
161
Likes
50
Dear Friends of HiFiMAN:
 
Since being introduced earlier this year, our HE-400 headphone has been very successful and one of the most exciting high-performance models in the category. HE-400 is known for its powerful bass, smooth frequency response and lifelike detail.
 
Like any good company, HiFiMAN makes upgrades to its products whenever we think we can improve its performance or quality. So about four weeks ago, we upgraded the support for the driver magnet. That unintentionally created an audible peak or brightness and within the past two weeks, HE-400 customers started to report this problem because they knew this was not consistent with any HifiMAN headphone, especially HE-400.
 
Investigating this feedback, I discovered that the change did help improve the structural integrity but it unfortunately created this peak. In the military, they call this "friendly fire", at HiFiMAN I call it totally unacceptable.
 
We have corrected this problem at the manufacturing level so all HE-400s now shipped will be with the sound that everyone has been raving about for several months. We have also identified which models were affected by this "upgrade" and want to replace them at our expense as soon as possible. If you purchased a HE-400 in the past 30 days, simply email customerservice@head-direct.com and in the subject line, reference "HE-400 Fang".
 
HiFiMAN has built its reputation on quality, great sound and standing behind our products. I apologize for any inconvenience this may have caused to our valued HifiMAN owners. We will do whatever it takes to make it right.
 
With Best Regards,
Fang Bian
Founder and President
HiFiMAN
 
Oct 5, 2012 at 9:35 PM Post #2 of 143

jerg

Headphoneus Supremus
Joined
Aug 11, 2010
Posts
6,112
Likes
815
Quote:
Dear Friends of HiFiMAN:
 
Since being introduced earlier this year, our HE-400 headphone has been very successful and one of the most exciting high-performance models in the category. HE-400 is known for its powerful bass, smooth frequency response and lifelike detail.
 
Like any good company, HiFiMAN makes upgrades to its products whenever we think we can improve its performance or quality. So about four weeks ago, we upgraded the support for the driver magnet. That unintentionally created an audible peak or brightness and within the past two weeks, HE-400 customers started to report this problem because they knew this was not consistent with any HifiMAN headphone, especially HE-400.
 
Investigating this feedback, I discovered that the change did help improve the structural integrity but it unfortunately created this peak. In the military, they call this "friendly fire", at HiFiMAN I call it totally unacceptable.
 
We have corrected this problem at the manufacturing level so all HE-400s now shipped will be with the sound that everyone has been raving about for several months. We have also identified which models were affected by this "upgrade" and want to replace them at our expense as soon as possible. If you purchased a HE-400 in the past 30 days, simply email customerservice@head-direct.com and in the subject line, reference "HE-400 Fang".
 
HiFiMAN has built its reputation on quality, great sound and standing behind our products. I apologize for any inconvenience this may have caused to our valued HifiMAN owners. We will do whatever it takes to make it right.
 
With Best Regards,
Fang Bian
Founder and President
HiFiMAN

 
 
Many thanks for the swift response Fang!
 
 
My problematic HE400s were a replacement to an older pair I sent back due to a driver damage; for sure this is also applicable for this recall?
 
Oct 5, 2012 at 9:57 PM Post #3 of 143

MattTCG

Headphoneus Supremus
Joined
Jan 22, 2012
Posts
15,555
Likes
3,366
Personally, I find it refreshing and wonderful that HFM is not only willing to admit the problem but to stand behind those people who have supported their product and make things right. 
 
Well done!! 
biggrin.gif

 
Oct 5, 2012 at 10:05 PM Post #4 of 143

yokken

500+ Head-Fier
Joined
Sep 9, 2012
Posts
645
Likes
35
Wow. This is awesome. Sent you guys an email. Thank you!!!!
 
Oct 5, 2012 at 10:35 PM Post #5 of 143

OldSkool

500+ Head-Fier
Joined
Dec 11, 2010
Posts
690
Likes
211
This level of customer service is indeed impressive! Well done, Fang!
 
 
Oct 5, 2012 at 11:10 PM Post #6 of 143

Madmollusk

100+ Head-Fier
Joined
Sep 21, 2011
Posts
315
Likes
85
Location
New Orleans
Indeed, this level of customer service is genuinely commendable. My confidence in Hifiman has just doubled because of Mr Fang's post. Previous to his post, I was strongly considering my next purchase: the beyderdynamic t1. But Mr Fang has just derailed those plans. I'm now considering the He500 and maybe the dt1350 for portable use. Besides, now that I've sampled Planar dynamic goodness, I definitely want more.
 
Oct 6, 2012 at 12:30 AM Post #9 of 143

satanigatan

100+ Head-Fier
Joined
Jan 2, 2012
Posts
274
Likes
19
I'm pretty sure mine is the Rev 2. since it had the white grid (instead of the yellow).
 
But I ordered mine 3 weeks ago. Wondering if my model is apart of this recall (or replacement). I know technically he said in the last 30 days, but was thinking maybe they sent me one of the older batch. =/
 
EDIT: not that I'm complaining. Really cool of HiFiMan. I guess I should just send them back in just to be sure. 
 
Oct 6, 2012 at 1:04 AM Post #11 of 143

Guess?

100+ Head-Fier
Joined
Dec 12, 2009
Posts
210
Likes
11
Some good news, I had an unpleasant night after what I read yesterday, but that's good news.
 
 
Oct 6, 2012 at 4:44 AM Post #12 of 143

Kjeldsen

100+ Head-Fier
Joined
Dec 28, 2010
Posts
157
Likes
13
Quote:
Dear Friends of HiFiMAN:
 
Since being introduced earlier this year, our HE-400 headphone has been very successful and one of the most exciting high-performance models in the category. HE-400 is known for its powerful bass, smooth frequency response and lifelike detail.
 
Like any good company, HiFiMAN makes upgrades to its products whenever we think we can improve its performance or quality. So about four weeks ago, we upgraded the support for the driver magnet. That unintentionally created an audible peak or brightness and within the past two weeks, HE-400 customers started to report this problem because they knew this was not consistent with any HifiMAN headphone, especially HE-400.
 
Investigating this feedback, I discovered that the change did help improve the structural integrity but it unfortunately created this peak. In the military, they call this "friendly fire", at HiFiMAN I call it totally unacceptable.
 
We have corrected this problem at the manufacturing level so all HE-400s now shipped will be with the sound that everyone has been raving about for several months. We have also identified which models were affected by this "upgrade" and want to replace them at our expense as soon as possible. If you purchased a HE-400 in the past 30 days, simply email customerservice@head-direct.com and in the subject line, reference "HE-400 Fang".
 
HiFiMAN has built its reputation on quality, great sound and standing behind our products. I apologize for any inconvenience this may have caused to our valued HifiMAN owners. We will do whatever it takes to make it right.
 
With Best Regards,
Fang Bian
Founder and President
HiFiMAN

 
I haven't yet ordered my HE-400's yet, so this is great news as i was looking at other headphones!  If i were to order from head-direct, at which point in time should i go about doing that to ensure i get the latest revision drivers (rev4?) ?
 
Also, how will we be able to distinquish the new revision from the older ones? white, yellow drivers, etc.
 
Thank you in advance, and for impressive customer care : )
 

Users who are viewing this thread

Top