Phonak Audeo Defect Thread

[charlie0904]

great service! lucky mine's still working, only the cable's getting stiff from my body oil.

phonaks is awesome!!

 

[tstarn06]

Quote:

Originally Posted by wbrownie /img/forum/go_quote.gif tsarn, Thanks for your support. As far as I know, we have not yet actually received any PFEs back from a replacement so I don't know the production dates on the replacement sets that have also cracked. This issue is that given all the PFEs that have shipped from the earlier batches the cracked ones are still a relatively small percentage, so a wholesale recall doesn't make much sense. It kind of get's blown up a bit here but that's OK. The warranty is in place and I know that replacements we are sending (in the US) are coming from later batches. We have sent replacements to other countries when some retailers haven't been as responsive as they should be and we will continue to help where we can. The thread will get deep sixed eventually (I hope) but until then we'll continue to make sure people get taken care of.... Thanks, Bill

All anyone can ask, and thanks for the explanation.

 

[cn11]

Bill-
Do you happen to know what the failure percentage is like for total production, outside of Head-Fi? I'm curious to know if the percentage of owners here is typical, or atypical, of all owners/production.

 

[jleewach]

just got my third pair (black no mic). My first 2 pairs were defective, (doa first black pair, wire damage on second white pair), third black pair.... DEFECTIVE! There are several hairline cracks on the right earpiece. I am so frustrated, because I LOVE the sound so much, but I keep getting bad pairs. Ordinarily, I wouldnt try a second pair of the same if the first was defective, so that should tell you how much I enjoy the sound signature, but I'm really debating whether I want to order that fourth pair. Just seems like a batch of good tasting lemons.

 

[zeroibis]

I just wanted to know if you have started buying lottery tickets at this rate because those odds may now be in your favor.

 

[jleewach]

it's such a heartbreaker too. I absolutely LOVE the sound, but they keep crapping out on me. I may just need to switch back over to ety's. The er4's are supposed to be built like a tank.

 

[ignorant]

Quote:

Originally Posted by jleewach /img/forum/go_quote.gif just got my third pair (black no mic). My first 2 pairs were defective, (doa first black pair, wire damage on second white pair), third black pair.... DEFECTIVE! There are several hairline cracks on the right earpiece. I am so frustrated, because I LOVE the sound so much, but I keep getting bad pairs. Ordinarily, I wouldnt try a second pair of the same if the first was defective, so that should tell you how much I enjoy the sound signature, but I'm really debating whether I want to order that fourth pair. Just seems like a batch of good tasting lemons.

Terrible luck, such a series of abysmal dilemmas you have... I would've just stuck with white pairs but maybe I would get a refund and once Bill notifies everyone that the wire has been fixed or if the black pairs really don't have anymore cracks I'd order another pair. I don't know if I could deal with 3 defective pairs, but I really love the sound produced with these guys on a zune w/ black filters. Off topic but is there a difference in sound produced between the flash based zunes and the hard drive based ones? (ie the small 4,8 and 16 gb flash based zunes to the large 80 and 120 hard drive based zunes) If they use the same sound card/media chip and different storage systems then I guess not, but if they use different hardware then there might be, I'm not sure...

 

[mierenneuker]

can I claim warranty for just a hairline crack?
I think I'm going to ask for a refund..

 

[jleewach]

I will confirm one thing about phonak though, they have STELLAR customer service. I just emailed them about the 3rd defective pair, and Bill emailed me back saying they were going to send me a replacement pair fedex Saturday tomorrow. Thumbs up! I asked where to send the cracked pair, and he told me to just keep them...... WHAT!!! Theyre going to send me a replacement, and I get to keep the first pair?!! Truely astounding! They are a fully functioning pair, just damaged asthetically, and they're not even worried about me returning them. Guess I got a backup pair now

. Thanks Bill & Phonak for the STELLAR customer service. You guys are truly first class! Honestly, I'm not even worried about the build quality of these things anymore, because I know Phonak will take care of me & they stand behind their product. Team Phonak, I'M BACK BABY!!!

 

[ignorant]

Quote:

Originally Posted by jleewach /img/forum/go_quote.gif I will confirm one thing about phonak though, they have STELLAR customer service. I just emailed them about the 3rd defective pair, and Bill emailed me back saying they were going to send me a replacement pair fedex Saturday tomorrow. Thumbs up! I asked where to send the cracked pair, and he told me to just keep them...... WHAT!!! Theyre going to send me a replacement, and I get to keep the first pair?!! Truely astounding! They are a fully functioning pair, just damaged asthetically, and they're not even worried about me returning them. Guess I got a backup pair now . Thanks Bill & Phonak for the STELLAR customer service. You guys are truly first class! Honestly, I'm not even worried about the build quality of these things anymore, because I know Phonak will take care of me & they stand behind their product. Team Phonak, I'M BACK BABY!!!

Awesomeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeee eeeeeeeeeee!

Still, hopefully you have better luck w/ your next pair.

 

[zeroibis]

Yea that is the one thing that has kept me interested despite the QC problems is they appear to have great customer support and stand behind their product even when something breaks. Every business owner knows that sometimes **** happens but it is what you do about it and how you maintain good relations with your clients that build the path to success. It is great to see this common sense business model alive and well at this company.

 

[polecat89]

How long has it been taking everyone to hear back from Phonak? I emailed them on the 20th and so far no response.

 

[qusp]

yes but at this rate how long can they keep being profitable?? and therefore how long can that CS continue to mean something? with a 100% failure rate with a model that is continuing to ship I would be avoiding it altogether.

 

[soozieq]

Quote:

Originally Posted by jleewach /img/forum/go_quote.gif just emailed them about the 3rd defective pair, and Bill emailed me back saying they were going to send me a replacement pair fedex Saturday tomorrow. Thumbs up! I asked where to send the cracked pair, and he told me to just keep them...... WHAT!!! Theyre going to send me a replacement, and I get to keep the first pair?!! Truely astounding!

Hey, that's great news! I wonder if their returns policy has just changed though, because an earlier poster said he'd been asked to send his second faulty pair back before they sent out a replacement. And Bill said it was because so many people hadn't bothered to send the faulty ones back in after getting their replacement. So I hope everyone is going to be treated in the same way as you. Anyway, good luck with your fourth pair, and if you remember, can you tell us the date of manufacture when you get them? Thanks

 

[pi3guy]

Quote:

Originally Posted by polecat89 /img/forum/go_quote.gif How long has it been taking everyone to hear back from Phonak? I emailed them on the 20th and so far no response.

when I asked for a replacement I also didn't get a reply for 1.5 weeks but then I checked my mail and my replacements were there. Are you contacting audeoworld? They are pretty reliable for me, maybe the phones are already on their way.