FreeBlues
100+ Head-Fier
Wow!
Lots of great discussions on these boards about Westone ES2's, many of us love them for their sound. So, what happens if you break one? Now I know.
Earlier in the week I took the left phone out of my ear and dropped it on a tile floor. Did you know the plastic casing could shatter? Neither did I. Heartsick, I picked up the remaining pieces and called Westone. They gave me an RMA and said to ship them to Colorado.
Today, two days later, I got a call from Westone saying my IEM's had been fixed and they needed an address to FedEx them back. Cost to me: $zero.
Okay, with mine the drivers were not damaged and they were able to glue, fill and patch the unit back together good as new. The tech I spoke with said she could do this kind of repair "standing on her head" and said she couldn't see charging me.
I asked what would have happened if they had to replace the entire unit, drivers and molds. She said it would cost about $175 per side. She also said they keep my molds "on file" for a relatively indefinite period of time, but they recommend one get re-molded after 3 years since your ears do change over time. Still, nice to know if mine get lost, stolen or broken I can get them replaced relatively easily at some a cost far less than the original price.
I've dealt with Westone customer service now a couple times on different issues and have without exception been overwhelmed at the quality of their people. Today's experience was both unexpected, but nothing less than I've come to expect from this company. They have me as a customer for life.
Lots of great discussions on these boards about Westone ES2's, many of us love them for their sound. So, what happens if you break one? Now I know.
Earlier in the week I took the left phone out of my ear and dropped it on a tile floor. Did you know the plastic casing could shatter? Neither did I. Heartsick, I picked up the remaining pieces and called Westone. They gave me an RMA and said to ship them to Colorado.
Today, two days later, I got a call from Westone saying my IEM's had been fixed and they needed an address to FedEx them back. Cost to me: $zero.
Okay, with mine the drivers were not damaged and they were able to glue, fill and patch the unit back together good as new. The tech I spoke with said she could do this kind of repair "standing on her head" and said she couldn't see charging me.
I asked what would have happened if they had to replace the entire unit, drivers and molds. She said it would cost about $175 per side. She also said they keep my molds "on file" for a relatively indefinite period of time, but they recommend one get re-molded after 3 years since your ears do change over time. Still, nice to know if mine get lost, stolen or broken I can get them replaced relatively easily at some a cost far less than the original price.
I've dealt with Westone customer service now a couple times on different issues and have without exception been overwhelmed at the quality of their people. Today's experience was both unexpected, but nothing less than I've come to expect from this company. They have me as a customer for life.
