[aaf evo]

Wish I knew... they have been sitting in shipping limbo since the 21st. DHL shows the info received that date but nothing more, so I think it hasn't left Linsoul yet. I am hoping it is just holiday, weather and regional craziness.

Anybody from the first batch get there's yet? @aaf evo I hope that you are having better luck with this one!

Same as you. I have tracking but DHL doesn’t have the parcel yet.

 

[Bret Halford]

Same as you. I have tracking but DHL doesn’t have the parcel yet.

Well that is reassuring that something probably hasn't gone wrong at least.

Hope we are both feeling more prestigious really soon!

 

[cosie]

Hi guys.
Please advise, can the protective metal filter at Clairvoyance be removed for cleaning? How to remove it?

 

[Bret Halford]

Finally got Prestige order today. Left unit has a dead 2 pin connector on arrival. Gonna have to reach out to Linsoul support and see what they can do.

What a frustrating experience!

 

[RIGATIO]

Finally got Prestige order today. Left unit has a dead 2 pin connector on arrival. Gonna have to reach out to Linsoul support and see what they can do.

What a frustrating experience!

Damn Linsoul.

 

[Shape77]

Finally got Prestige order today. Left unit has a dead 2 pin connector on arrival. Gonna have to reach out to Linsoul support and see what they can do.

What a frustrating experience!

It's a big QC issue, I don't think that something happened during delivery

 

[Dèng]

Finally got Prestige order today. Left unit has a dead 2 pin connector on arrival. Gonna have to reach out to Linsoul support and see what they can do.

What a frustrating experience!

Hello there.
All units were measured and inspected before packaging. Without passing the Quality Control checks, the units will not be packed and shipped out.
Please send an e-mail to Support@Linsoul.com with your order number, LINSOUL-XXXX, and attach a video to demonstrate the problem faced.
In that video, please show us how the left earbud has a "dead 2-pin connector" by pairing it with the left side of the cable connector first. After that, switch it to pair it with the right side of the cable connector.
Please also use a common streaming platform (e.g. Spotify) and state the tested songs used.
If the video file is too big, upload it onto Google Drive and send us the shareable link.
Once you have sent us the e-mail, you should receive a ticketing number via e-mail again.
We will get back to you soonest.
Thank you very much.

 

[Bret Halford]

Hello there.
All units were measured and inspected before packaging. Without passing the Quality Control checks, the units will not be packed and shipped out.
Please send an e-mail to Support@Linsoul.com with your order number, LINSOUL-XXXX, and attach a video to demonstrate the problem faced.
In that video, please show us how the left earbud has a "dead 2-pin connector" by pairing it with the left side of the cable connector first. After that, switch it to pair it with the right side of the cable connector.
Please also use a common streaming platform (e.g. Spotify) and state the tested songs used.
If the video file is too big, upload it onto Google Drive and send us the shareable link.
Once you have sent us the e-mail, you should receive a ticketing number via e-mail again.
We will get back to you soonest.
Thank you very much.

Hi Deng,

I must have missed the apology for shipping in this unacceptable product state, I'll reread your post and check... hmmm nope nothing. I do appreciate the tip, I'm actually familiar already with the Linsoul support process, as the one other product I ordered directly from you folks was also defective. I had hoped that was isolated to your accessories, but shipping an IEM DOA like this is just really bad QA.

I've already sent the email to your support including a link to the video clearly showing the issue that somehow was missed during your measurement and inspection. It wasn't a fun experience last night having to do an amateur video production (try swapping 2 pin connectors while filming with your cell phone in 1 hand!) when I was hoping to finally enjoy the $1300 USD IEM I bought from you.

I know the bulk of your experience is in more budget IEMs, but at the >$1K price point, product support expectations are thankfully much higher than this elsewhere in the industry. Your 'guilty until proven innocent' approach puts the onus of documenting your product failure entirely on your customers and it's most unwelcome as part of your product experience.

 

[RIGATIO]

Hi Deng,

I must have missed the apology for shipping in this unacceptable product state, I'll reread your post and check... hmmm nope nothing. I do appreciate the tip, I'm actually familiar already with the Linsoul support process, as the one other product I ordered directly from you folks was also defective. I had hoped that was isolated to your accessories, but shipping an IEM DOA like this is just really bad QA.

I've already sent the email to your support including a link to the video clearly showing the issue that somehow was missed during your measurement and inspection. It wasn't a fun experience last night having to do an amateur video production (try swapping 2 pin connectors while filming with your cell phone in 1 hand!) when I was hoping to finally enjoy the $1300 USD IEM I bought from you.

I know the bulk of your experience is in more budget IEMs, but at the >$1K price point, product support expectations are thankfully much higher than this elsewhere in the industry. Your 'guilty until proven innocent' approach puts the onus of documenting your product failure entirely on your customers and it's most unwelcome as part of your product experience.

That's why I will be waiting until the german distributor get them. Imho Linsouls policy is a joke. Will never purchase anything directly from them. It's a pity because their iems are greatly tuned but in terms of a customer support they are really not up to today's standards.

 

[francerex]

Hi Deng,

I must have missed the apology for shipping in this unacceptable product state, I'll reread your post and check... hmmm nope nothing. I do appreciate the tip, I'm actually familiar already with the Linsoul support process, as the one other product I ordered directly from you folks was also defective. I had hoped that was isolated to your accessories, but shipping an IEM DOA like this is just really bad QA.

I've already sent the email to your support including a link to the video clearly showing the issue that somehow was missed during your measurement and inspection. It wasn't a fun experience last night having to do an amateur video production (try swapping 2 pin connectors while filming with your cell phone in 1 hand!) when I was hoping to finally enjoy the $1300 USD IEM I bought from you.

I know the bulk of your experience is in more budget IEMs, but at the >$1K price point, product support expectations are thankfully much higher than this elsewhere in the industry. Your 'guilty until proven innocent' approach puts the onus of documenting your product failure entirely on your customers and it's most unwelcome as part of your product experience.

This is unacceptable for such an expensive product

 

[Dèng]

Hi Deng,

I must have missed the apology for shipping in this unacceptable product state, I'll reread your post and check... hmmm nope nothing. I do appreciate the tip, I'm actually familiar already with the Linsoul support process, as the one other product I ordered directly from you folks was also defective. I had hoped that was isolated to your accessories, but shipping an IEM DOA like this is just really bad QA.

I've already sent the email to your support including a link to the video clearly showing the issue that somehow was missed during your measurement and inspection. It wasn't a fun experience last night having to do an amateur video production (try swapping 2 pin connectors while filming with your cell phone in 1 hand!) when I was hoping to finally enjoy the $1300 USD IEM I bought from you.

I know the bulk of your experience is in more budget IEMs, but at the >$1K price point, product support expectations are thankfully much higher than this elsewhere in the industry. Your 'guilty until proven innocent' approach puts the onus of documenting your product failure entirely on your customers and it's most unwelcome as part of your product experience.

Hello Bret Halford.

Thank you for the quick reply.

We can understand your frustration as you have purchased an expensive product and encountered an issue with it.

We take this matter very seriously as well, which is why we wanted to find out more and address it as soon as we can. We sincerely apologise if our previous response did not convey that well.

Thank you for taking the time to record the video and sending it to us via e-mail. While it may be inconvenient to do that, we need it to assess the problem faced. Thank you very much and we appreciate it.

Unfortunately, the video link could not be opened and we have made a request for approval via our official e-mail address.

We have also requested for the Serial Number labelled on the THIEAUDIO Prestige packaging box.
As mentioned in our previous reply, all units have been and will be measured and inspected thoroughly before packaging and shipment.
With the Serial Number, we will be able to retrieve the FR graph, showing how the earbuds were functioning well.

That being said, should your earphones still have an issue despite that process, we will definitely look into it and offer a solution to your problem.

Thank you.

With Kind Regards,
Linsoul Team

 

[ChrisLN]

Hello there.
All units were measured and inspected before packaging. Without passing the Quality Control checks, the units will not be packed and shipped out.
Please send an e-mail to Support@Linsoul.com with your order number, LINSOUL-XXXX, and attach a video to demonstrate the problem faced.
In that video, please show us how the left earbud has a "dead 2-pin connector" by pairing it with the left side of the cable connector first. After that, switch it to pair it with the right side of the cable connector.
Please also use a common streaming platform (e.g. Spotify) and state the tested songs used.
If the video file is too big, upload it onto Google Drive and send us the shareable link.
Once you have sent us the e-mail, you should receive a ticketing number via e-mail again.
We will get back to you soonest.
Thank you very much.

Reading this really did not encourage me to purchase any products from Linsoul in the future.

 

[sindri1980]

Just in case, I cancelled my Prestige preorder after reading all this.

 

[Bodster]

Reading this really did not encourage me to purchase any products from Linsoul in the future.

Unfortunately I am going through the same process with them just now with the Monarch MK2. Sent the silly video showing that my left IEM's 2 pin connection is very loose. It has been approved and I have shipped it back to them (At the cost of £78 may I add...) and it is now stuck in chinese customs and has been for 2 weeks... Only just had a response today from the global customs team who have now asked for crazy things... Linsoul asked me to do very specific things when declaring these before shipping which I did, and I am still dealing with this...

It's been very frustrating and Linsoul definitely need to find a better way to be dealing with these issues because at the end of the day, this is something that wasn't my fault, but I am dealing with the consequences and my $999 is up in the air at the moment. (For context I have had these earphones since July and have babied them as I do with all of my gear, so well within warranty).
Now in Linsoul's defence, I have purchased A LOT from them and never had any issues up until this point, but this is the first time I have had to use their RMA service and it is far from friendly. Hopefully I can get this sorted ASAP.

 

[LFC_SL]

Customs declarations and customs clearances are a reality of life

UK website: https://www.fedex.com/en-gb/shipping-channel/ship-to/china.html

China English language website: https://www.fedex.com/en-cn/customs-tools/clearance/how-to-clear-customs/import.html

https://www.fedex.com/content/dam/f...ds/fedex-import-clearance-guideline-en-cn.pdf

It appears here that Parcelforce worldwide have in fact engaged FedEx to complete the delivery. With hindsight, it might have been better to engage FedEx directly and create a FedEx account to save all the uploads and information electronically on FedEx's own portal. It appears whatever forms were originally completed are now lost and/or not passed onto FedEx. That is obviously annoying to have to re-complete the same information but it cannot be helped

The alternative is to buy from a domestic retailer who become responsible for repairs or exchanges, which for the UK is: https://eliseaudio.com/collections/

I purchase Japan edition physical media nearly monthly, always FedEx or DHL to the UK. The customs declarations are all handled online. Always seamless.