jaibautista
100+ Head-Fier
- Joined
- Apr 21, 2008
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Greetings everyone!
It's been quite some time since I last posted here. I'd just like to ask for everyone's comment, hopefully the moderators and the experienced posters here would also pitch in, regarding Shure's International Warranty claims.
Back in January this year, I bought a pair of SCL2s here in Manila in a reputable Apple Mac reselling store (it's only one of the few stores here in the country that carry original Shure products, despite charging quite a steep price). Since I previously knew that Shure products are carrying a 2-year, no hassle international warranty, I was really sold to Shure's lineup even though there are better alternatives out there in the market (I hope Shure fanatics won't stone me to death for this statement...Haha. Tongue). So even though I really didn't have that enough money to spend, I plunked down PhP4000 (or around US$83) worth of my savings for a pair of Shure SCL2s.
My Shure 'phones were really a sight (and sound) to behold. Not only was it very lightweight and discreet-looking (when I was sporting a long hair look, the 'phones just disappeared from everyone's view), it was also a great bang for the buck. Even though it was certainly lacking hi-fi definition, it's a good pair relative to the money I've paid for it. In fact, it made me store my UE Metro.Fis somewhere else despite its better sound signature.
Then come late August, I got the shock of my life.
One late afternoon, as I was about to wear them on my way home, I noticed that the wiring near the left 'phone was greasy than to my liking. Upon closer inspection, I found out that the wiring was cut into fine pieces (3-7?) that portions have begun separating from the main wiring itself as if cut by fine razor. Though the separated wirings weren't entirely cut off from the cables (they were still hanging there) the copper wire that is used to be protected by the rubber/plastic covering was now exposed to the elements. I didn't think twice in sending the unit to the retailer where I bought the product. After two weeks, they told me that the Shure authorized service center here in the Philippines had some revisions and changed hands to another company; they advised me to bring my unit to one of their retail outlets so they can administer the warranty servicing (talk about great customer service).
So I did bring the unit to the retail outlet. Initially, they were hesitant in accepting my unit (one of the guys who received my unit told me that they only provide a three-month warranty to Shure units bought in the country, as opposed to the much-advertised two-year Shure international warranty). They were also, initially, trying to lay their hands off the warranty servicing issue since I bought the unit from a reseller that is not part of their supply chain. But after some talk, they agreed to accept the unit and have it serviced.
Fast forward two weeks (which is today) and the retail outlet rep sent me an SMS telling me that Shure's product manager here in the Philippines (who, I suppose, is responsible for warranty claims) wouldn't replace my unit because it's only the wiring that was was affected and not the unit itself. He was saying that I apply a DIY solution to the cut wirings by melting some rubber to close the opening.
Understandably, I was furious with his claims and explanations. I think it's only reasonable to expect a certain uniform standard of warranty service from Shure across all countries that are included in the international warranty agreement, knowing that for such cases, what Shure immediately does is to offer a replacement unit for such damages. I bought the SCL2 over the e2c here fully knowing the supposed improvement in the cabling they're using for the 'phones. And yet they can't do it here in Manila for reasons they only know. Another thing, I think it's unwarranted for them to suggest a DIY solution to the 'phones problem since the person who would be doing the fix (i.., yours truly) doesn't have any idea how on earth to fix such damage. The reason why I brought the unit to their attention is I am not trained to do such fiddling and I may add further damage to the unit. I don't want to fix the unit myself precisely because I might only give them another reason not to fix my damaged unit for tampering.
I am still awaiting their reply after I asked them to ask the product manager to reconsider my plea. But for those who have experienced servicing their damaged Shure units, do you think their recommendation of not offering to replace the damaged unit is unwarranted for knowing Shure's no-hassle warranty policy? Should they remain adamant in not replacing or at least repairing the unit, is there another recourse regarding my dilemma?
I hope to receive comments/suggestions from everyone, most especially from the moderators (and even from people in the forums connected to Shure).
Thanks a lot and all the best to everyone! Cheesy
It's been quite some time since I last posted here. I'd just like to ask for everyone's comment, hopefully the moderators and the experienced posters here would also pitch in, regarding Shure's International Warranty claims.
Back in January this year, I bought a pair of SCL2s here in Manila in a reputable Apple Mac reselling store (it's only one of the few stores here in the country that carry original Shure products, despite charging quite a steep price). Since I previously knew that Shure products are carrying a 2-year, no hassle international warranty, I was really sold to Shure's lineup even though there are better alternatives out there in the market (I hope Shure fanatics won't stone me to death for this statement...Haha. Tongue). So even though I really didn't have that enough money to spend, I plunked down PhP4000 (or around US$83) worth of my savings for a pair of Shure SCL2s.
My Shure 'phones were really a sight (and sound) to behold. Not only was it very lightweight and discreet-looking (when I was sporting a long hair look, the 'phones just disappeared from everyone's view), it was also a great bang for the buck. Even though it was certainly lacking hi-fi definition, it's a good pair relative to the money I've paid for it. In fact, it made me store my UE Metro.Fis somewhere else despite its better sound signature.
Then come late August, I got the shock of my life.
One late afternoon, as I was about to wear them on my way home, I noticed that the wiring near the left 'phone was greasy than to my liking. Upon closer inspection, I found out that the wiring was cut into fine pieces (3-7?) that portions have begun separating from the main wiring itself as if cut by fine razor. Though the separated wirings weren't entirely cut off from the cables (they were still hanging there) the copper wire that is used to be protected by the rubber/plastic covering was now exposed to the elements. I didn't think twice in sending the unit to the retailer where I bought the product. After two weeks, they told me that the Shure authorized service center here in the Philippines had some revisions and changed hands to another company; they advised me to bring my unit to one of their retail outlets so they can administer the warranty servicing (talk about great customer service).
So I did bring the unit to the retail outlet. Initially, they were hesitant in accepting my unit (one of the guys who received my unit told me that they only provide a three-month warranty to Shure units bought in the country, as opposed to the much-advertised two-year Shure international warranty). They were also, initially, trying to lay their hands off the warranty servicing issue since I bought the unit from a reseller that is not part of their supply chain. But after some talk, they agreed to accept the unit and have it serviced.
Fast forward two weeks (which is today) and the retail outlet rep sent me an SMS telling me that Shure's product manager here in the Philippines (who, I suppose, is responsible for warranty claims) wouldn't replace my unit because it's only the wiring that was was affected and not the unit itself. He was saying that I apply a DIY solution to the cut wirings by melting some rubber to close the opening.
Understandably, I was furious with his claims and explanations. I think it's only reasonable to expect a certain uniform standard of warranty service from Shure across all countries that are included in the international warranty agreement, knowing that for such cases, what Shure immediately does is to offer a replacement unit for such damages. I bought the SCL2 over the e2c here fully knowing the supposed improvement in the cabling they're using for the 'phones. And yet they can't do it here in Manila for reasons they only know. Another thing, I think it's unwarranted for them to suggest a DIY solution to the 'phones problem since the person who would be doing the fix (i.., yours truly) doesn't have any idea how on earth to fix such damage. The reason why I brought the unit to their attention is I am not trained to do such fiddling and I may add further damage to the unit. I don't want to fix the unit myself precisely because I might only give them another reason not to fix my damaged unit for tampering.
I am still awaiting their reply after I asked them to ask the product manager to reconsider my plea. But for those who have experienced servicing their damaged Shure units, do you think their recommendation of not offering to replace the damaged unit is unwarranted for knowing Shure's no-hassle warranty policy? Should they remain adamant in not replacing or at least repairing the unit, is there another recourse regarding my dilemma?
I hope to receive comments/suggestions from everyone, most especially from the moderators (and even from people in the forums connected to Shure).
Thanks a lot and all the best to everyone! Cheesy
