[Shaitan]

Hi All,

I was hoping for some advise and suggestions on this problem.

After long research, I decided on a new pair of headphones. About a week ago I purchased the highly acclaimed V-Moda XS, for which I had read many positive reviews on the high level of build quality, as well as, customer service.

I am quite dissapointed in both aspects for the following reasons. After receiving the pair, I connected the cable in the left earcup (as is my prefered side to keep the cable on). Immediatelly I noticed very loud clicking noise when I was moving my head around. Initially I thought this was cable noise, so didn't pay attention the first few times. However, it got really annoying and I tried to look what may be causing this. When I tried to wiggle the cable (while connected in the earcup) I noticed that the connector inside the earcup, was moving around in the enclosure, causing for the connector to hit on the inside of the earcup, causing the noise. I tried the right earcup, but there all seems OK and there was no such noise (just the regular cable noise). To me this looks like an obvious manufacturing defect.

I contacted V-Moda and yesterday received email from them offering to send me a box through which I can send the pair to them (not sure where - as I live in Belgium) for a repair.

In my opinion, as this is a brand new pair (barely a week old) of headphones, purchased from official retailer by the company (Amazon), I should receive a direct replacement, rather than having these repaired. Given the claims for high level of manufacturing and customer service, I think the reasonable option is for me to go to appointed retailer within Belgium and receive replacement and return to them the current pair.

Am I being unreasonable or does the head-fi community agree with this? What would you think is the correct approach to this problem?

Appreciate your oppinions.
Regards

 

[Dulalala]

You are absolutely correct that you should receive a replacement instead of a repair, but in this case you contacted the wrong company. If it's less than a week old, you should have contacted the retailer on Amazon you bought from or Amazon, not V-Moda. Unless you bought directly from V-Moda, you really shouldn't have to contact them if your product is within the return period or your seller is being especially fussy.

 

[Shaitan]

A quick update, seems the 6-star service level of V-Moda will stand true as they have sent me a mail that a replacement is on the way. Many thanks to them for this quick decision. Will update again upon actual receipt.

@Dulalala - thanks for the feedback from you. The reason I contacted V-Moda directly (and not Amazon), is because on one of the booklets they were asking to contact them directly rather than returning products to the seller. I respect this request as maybe they want to be the first to be able to deal (or decide how to deal) with any issue which may arise.