I am not here to defend anyone. However, with my brief communications with Ultrasone, specifically their new US director, I am thinking their problem may have been a lack of oversight of one or more employees who were the ones that created this whole mess. Also, this employee, who is no longer with the company, that was originally handling the situation, may have done an effective job of keeping things under the radar with his corporate office. I have seen this several times before in other organizations.
This is a probable explanation, as I interpret the situation, and not an excuse. Also, I am in no way representing Ultrasone whatsoever. This is simply what my experience and observations suggest to me. If this is the case, then they screwed up with oversight issues and hopefully, with the new US director, all questionable customer service issues will be behind us and them so all who own their products can rest more easily.
Once he knew about the problem, the new director took steps to resolve the problem in less than a day. What an interesting set of events. I just hope that if this was all due to the stupidity of one bad or disgruntled employee that Ultrasone can recover. If it is a problem beyond one bad employee it won't take long for other problems to surface and for us to find out. I prefer to think the problem is solved as I am hopeful Ultrasone, along with many other companies, can and will survive and thrive in the marketplace.
I tend to judge a company not so much by their mistake but rather what they do about it. You just have to get to the right person and it's so very unfortunate that it took this long for our brother Head-fier to get the resolution and service he needed and deserved. But, looking on the bright side, at least something is being done now and that's a good thing.