Sennheiser's Ordering Dept. Doesn't Inspire Confidence

[rivieraranch]

I called the telephone number from this forum to order Sennheiser 650 cables and 600 grills. I was bounced around a couple of times from Parts to Accessories. I finally placed the order, and it came to $41.00. The person I spoke with seemed detached. I asked her if she could repeat my order and, sure enough, she had only taken down ONE grill. I told her I needed 2 grills! The cables are on back order and they are set to arrive in mide November. I am going to have to cross my fingers to see whether this stuff ever arrives.

 

[keanej6]

you're basing sennheiser's credibility based on an over-the-phone representative's mistake? and because of it you're worried that they may not even come in the mail? give me a break

 

[keyid]

had no prob with my order, the grills were backordered for me it came faster then they said it would. Got the grills, cable, and adapter. You can clearly hear the difference from standard 580.

 

[rivieraranch]

Customer Service people have to inspire confidence and the one I dealt with did not. Hopefully this is an isolated incident.

 

[Kn0x]

Is there anything to do to get the 600 grills fit on the 580 or does it work stock out of the box?

 

[rivieraranch]

Quote:

Originally Posted by Kn0x /img/forum/go_quote.gif Is there anything to do to get the 600 grills fit on the 580 or does it work stock out of the box?

I'll have to cross that bridge when I reach it.

 

[ericj]

the one time i ordered from sennheiser, through the website, i immediately received a confusing confirmation email. I later received another confusing confirmation email.

A month later I wondered where the heck my stuff was. Called, oh, it's backordered. the confirmation email was supposed to say that, but they admit it's confusing.

Weeks pass.

Box shows up. Cables but no earpads.

I call, lady apologizes, says she'll send out the earpads, no shipping charge.

Weeks pass.

I call, some other lady apologizes, says there's no record in the system of my previous call. Swears she'll send out earpads.

And a couple weeks later, they finally turned up.

This is bad, but, somehow, not as bad as AKG.

 

[Kn0x]

Well, that's a little scary...

And rivieraranch it would be nice if you could tell me how it went I just ordered my hd580 so i'd like to know how it goes with the grills!

 

[ericj]

yeah, AKG on the other hand, I need to call Frank on monday and ask him about the parts i ordered may 1st.

 

[cantsleep]

ah, i remember those incidents. once i got a package from sennheiserusa and it had an empty box. i called her and she apologized. 3days later, i got the headphone.

another one, i placed an order for grilles and cables. i waited long enough, 3-4 months, and then called in for a status check. the guy said that he wrote down the orders but forgot give it to the parts dept.

so far, i had great great experience with etymotics, shure, and UE. grado, just about soso.

 

[cantsleep]

Quote:

Originally Posted by ericj /img/forum/go_quote.gif yeah, AKG on the other hand, I need to call Frank on monday and ask him about the parts i ordered may 1st.

Frank and Hector respond very fast when you send them emails. almost as fast as realtime help.

 

[Fitz]

At least Sennheiser took a phone order. Beyerdynamic wouldn't take an order from me over the phone, instead they actually expected me to just email them my credit card number.

 

[ecclesand]

Quote:

Originally Posted by Fitz /img/forum/go_quote.gif At least Sennheiser took a phone order. Beyerdynamic wouldn't take an order from me over the phone, instead they actually expected me to just email them my credit card number.

I just ordered 2 headbands from Beyerdynamic. I called and was emailed an order form. On the form, it states you can fax the completed form OR scan it and email it. It does ask for your credit card number on the form. I scanned it and then emailed it. Beyerdynamic confirmed they received the order form. I placed my order on Monday and the headbands were delivered on Friday. The whole process was extremely painless.

 

[Fitz]

Quote:

Originally Posted by ecclesand /img/forum/go_quote.gif I just ordered 2 headbands from Beyerdynamic. I called and was emailed an order form. On the form, it states you can fax the completed form OR scan it and email it. It does ask for your credit card number on the form. I scanned it and then emailed it. Beyerdynamic confirmed they received the order form. I placed my order on Monday and the headbands were delivered on Friday. The whole process was extremely painless.

Yes, I found that out after I got the form. That does not make it any less unnerving to be told by the person on the phone that you are supposed to email them your credit card number, with no mention of faxing it in.

 

[ericj]

Quote:

Originally Posted by cantsleep /img/forum/go_quote.gif Frank and Hector respond very fast when you send them emails. almost as fast as realtime help.

Frank's average email response time for me over the last 6 months has been 6 business days.