[imported_Matt_Carter]

What other company would do a $500 repair, free of charge, outa the goodness of there hearts?

K so, I step on the right side of my ES-2 crushing it to pieces. A few tears later, I send it to Westone for repair expecting to never see them again. Being thousands in debit there was no way I could afford to cough up $500 for the repair.
A few days later, I get a call from Westone advising me to get a new impression done so they can get them back to me ASAP. I stutter “umm, well how much is it going to cost?” they’re reply “don’t worry about it; we’ll take care of you”. After that, I had to fight off the biggest a hard on ever. They sure know how to make there costumers happy.

Seriously now! It was purely my fault, and I let them know exactly what happened in my letter I provided with the ES-2’s.
Service like this can not be beat. Also, not my only positive experience with westone.
http://www6.head-fi.org/forums/showt...hlight=westone

Again,

God bless WESTONE!!

 

[Todd S]

That is awesome customer service indeed. Wish I could say the same of Etyomotic. My hardly used just out of warranty ER6 broke for no apparent reason, & they could offer nothing but to sell me a new pair at a slightly reduced price. Blah! I passed. I now own the UM2.

 

[Laptopia]

Quote:

Originally Posted by Todd S That is awesome customer service indeed. Wish I could say the same of Etyomotic. My hardly used just out of warranty ER6 broke for no apparent reason, & they could offer nothing but to sell me a new pair at a slightly reduced price. Blah! I passed. I now own the UM2.

I'll second you on the lousy support from Etymotic. I bought some regular flanged Etymotic earplugs (from an online retailer), and one of the flange "fins" looked as if it had a bite out of it (an obvious manufacturing defect). I called Etymotic support & spoke with a woman who promised to send a replacement. This was two months ago--nothing since. Not inspiring, especially since I've spent hundreds on their other products. Not a dime more, I can assure you. Bollocks.

 

[nsjong]

So the list goes as best customer services:
UE
Westone
Shure
Etymotic

Am I missing anything else big?

The worst, far as I can see is Sony USA/Canada but that's about it.

 

[solvexyz]

I think all the major IEM companies are doing great at customer services.

Some of the great Customer Services story I heard.

* Westone fixes out of warrantee UM2 cable greening issue for free.

* Shure instead of reparing, Shure usually just gives you a brand new one, so greatly reduce the turn around time.

* UltimateEars is super responsive with emails, and always makes you happy.

 

[PeeeMeS]

Quote:

Originally Posted by nsjong So the list goes as best customer services: UE Westone Shure Etymotic Am I missing anything else big? The worst, far as I can see is Sony USA/Canada but that's about it.

None of those compare to Koss


Koss is #1 by far
*Lifetime* warrenty


Paying 300$ for each broken ear is not my idea of good customer service.

 

[EdipisReks]

i've always had really good luck with Etymotic, myself. i'm one of the people that got the very first batch ER-6I, which had build issues, and Etymotic was always very prompt in sending a replacement pair the two times the ER-6Is broke on me.

 

[Romanee]

They are gracious indeed. My ES2s started to split at the right opening. Not sure why -- maybe I was forcing it in too hard? In any case they repaired quickly and shipped it back Express mail, at no charge.

Besides their wonderful attitude, they make a wonderful product. I enjoyed my ES2s from the beginning, but after trying them with a wide variety of portable amps, and finally the new "M"-mod Hornet, they opened up in ways I never expected they were capable of. I'll attach a link to the impressions I posted in the Amps Forum regarding the pairing of the ES2 with the "M" Hornet. I've posted similar notes (less lengthy) in a few places because I am really excited about how good the ES2 sounds. I hope my notes and reasoning are clear enough:

"M" Hornet and Westone ES2 - a Brilliant Pairing!

Although the post was focusing more on the "M" Hornet as my ideal amp to elicit the most from the ES2, it is a tribute to the ES2 that it can accomplish what I described, and I really should write comprehensive notes focusing on the ES2.

So -- THANK YOU to the Westone Team for great respect and care for their customers, and for creating superb audiophile products.

 

[Laptopia]

Quote:

Originally Posted by nsjong So the list goes as best customer services: UE Westone Shure Etymotic Am I missing anything else big? The worst, far as I can see is Sony USA/Canada but that's about it.

And Ety made the list because?

 

[aaron-xp]

Quote:

Originally Posted by nsjong So the list goes as best customer services: UE Westone Shure Etymotic Am I missing anything else big? The worst, far as I can see is Sony USA/Canada but that's about it.

I heard Sensaphonics are worse, with their 2X-S support.

 

[milkpowder]

Quote:

Originally Posted by EdipisReks i've always had really good luck with Etymotic, myself. i'm one of the people that got the very first batch ER-6I, which had build issues, and Etymotic was always very prompt in sending a replacement pair the two times the ER-6Is broke on me.

Same here. I'm amazed that you got bad service from Etymotic. I have had nothing but good service.

Quote:

Originally Posted by aaron-xp I heard Sensaphonics are worse, with their 2X-S support.

That's infamous. With the possibilty of buying a custom IEM within the next few years, I am NEVER going to order from them if they don't improve their support. Ultimate Ears/Westone all the way!

 

[Spiritboxer]

Westone's great, ten day turnaround on my broken UM2's. Thought I'd have to wait a heckuva lot longer than that.

 

[wakeride74]

Glad to see all the Westone love lately! Lovin my ES2's... listening to them right now with my original Hornet

 

[JeffS]

Quote:

Originally Posted by Spiritboxer Westone's great, ten day turnaround on my broken UM2's. Thought I'd have to wait a heckuva lot longer than that.

Ha! Got ya beat. I had my UM2s back from repair by the end of the week. Shipped on Tuesday, in my hot little hands on Friday. (Though I did pay extra for the overnight shipping

)

Yeah, another vote for Westone. Awesome to work with, and great customer service. Prior to purchasing my cutom molds, and the UM2s, they put up with a LOT of questions, and were always very friendly and helpful. I'm amazed I didn't annoy them with all the question and bothering. Well, if I did, they never let on.

-Jeff