2Quote:
Can't wait!!!
Meanwhile, I have struck my first slight disappointment with the UM customer service (UM Australia specifically).
After sending back my Miracles for their refit (right ear not sealing perfectly), I emailed UM Aus with a couple of questions to help me complete a thorough review on my blog and haven't heard a peep.
I found the answer to my first question so I've emailed them (Wednesday) and asked my second question again - "what is involved in adding some extra acrylic to the existing shell for the refit?" and also asked for a status update on the job. After two days, nothing. Not even a "we'll find out and get back to you". It's a shame after such awesome customer service to date.
C'mon man don't bust our balls over this. We're sorry for the silence. Right now we're pretty swamped helping clients fix problems, place orders or get their IEM's made, especially with Chinese New Year coming up.
Would you rather us Our focus right now is on getting
your orders and refits kicking along the chain before UM In China disappear for 10 days
or at the cost of spending time writing to the numerous bloggers and reviewers that email us and ask us how
we UM do what
we they do?
When we get around to it, which we will, we'll email you the answer to your curious questions. We have to prioritise here and our priority is to get IEM's in people's ears above all else.
unfortunately not to write extensive answers to our clients about our own, somewhat confidential processes (that every manufacturer has) but to get awesome custom made IEM's out and into the ears of those that want them.
Honestly, theres not much more to it other than adding a few layers of acrylic onto your existing canal as we've already expressed.
It's a shame that this matters to you enough to publicly have a go at us. Mate, it's been a long and hectic week and we're trying to do right by our clients so we beg for your patience. Since we've already started typing out this response, and it's Friday, 7:35PM and we are in no form to leave work any time soon, here is an explanation for all to see.
Question: What’s involved in the re-fit (you mentioned adding a couple of layers of acrylic to the sound tube, etc.)? Just a brief description would be awesome if possible.
When a client is having a fit issue whereby the IEM occasionally break seal during certain head/neck movements our first response will always be to check to see if the rest of the IEM is comfortable. After ascertaining that the Helix Lock, and the shell is comfortable we would expect that the issue lies in a slightly loose fit at the entrance of the ear canal.
To overcome this, rather than rebuild the entire IEM, we would look at thickening the ear canal. To do this, UM would use a clear top coat acrylic which goes over the top of all of their IEM's, giving them that great sheen and glass like polish. Not all companies spend as meticulously long polishing and grinding this layer into a perfectly uniform coat. UM do this very well, which is why their IEM's always look great.
Step 1- Additional Acrylic is added to the tip.
Step 2- IEM is loaded onto the acrylic curing rotator.
Step 3 - IEM is cured in the UV Chamber
Step 4 - Grind, polish, BUFF. Rinse and repeate steps 1 through 4 until happy.
*edited with information and pictures added and reworded to be a bit more mild mannered. It's Friday night. Please accept our apologies, we mean no offense. Leaving our initial response up for context (despite it being rude!, We're sorry!)