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circleTheory
5
Mar 7, 2016
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crainger
314
Keyboard Club Member
May 25, 2016
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circleTheoryA good result. I will admit I baby my DT1350s, I keep them in a Twelve South Bookbook travel journal or their travel case. They do get a fair bit of use, but nothing active. Usually airplane, bed or motel room usage. I love them to death, but it does worry me with reports of build quality in professional products.
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I loved these headphones, having bought the pair during the August 2015 drop and have used them pretty much everyday and storing them in their case when in transit. Put them on this morning and the left headband rotation point just inexplicably falls to a mess of plastic and metal washers and pieces on my desk. What's worse, is upon inspection these things appear to only stay together with the help of a cheap, crappy plastic screw holder that has less than 2 thread lines and a central button which has about zero grab to said holder. The major rotation lugs the band rotates on between the washer holes are made of the same garbage plastic which clearly rubs against the metal washer! After tightening the headband as is designed to be done when listening, the pivot lugs seem to inevitably grind down to the point the whole thing falls apart. I get the minimalist design means sturdiness takes a hit but this is just a new low for me with Beyer products.
After purchasing many Beyer IE and over-ear products (here and elsewhere) across the gamut of use cases over the last 5 years on and off that have all failed eventually in the build quality department, things have gotten markedly worse in recent years. There is literally no excuse for products of this price point to fail in fundamental ways and a company of this reputation to consistently produce badly constructed products across their range. Doubtless to say, people will have used these or other Beyer products faultlessly for twice, maybe three times longer than myself and had vastly different experiences before retiring them. I'm just adding my experiences and all I can say is that I wish I was in their or your shoes right now as im sitting here, 3 days out from an interstate trip without a main pair of over-ear phones.
From my point of view, the sound has always been great from this set, but if you use them with regularity I'd advise being crazy pedantic about their safety to keep them in working order. Treat them like they are built of glass. Im done with their products for everyday carry. I love the sound but the company's build quality is appalling.
EDIT: I forwarded this complaint onwards to their Facebook team and eventually after them giving me the run-around, I got through to their webteam. After this, my complaint was replied to directly by their Product Manager Studio & Broadcast, Joscha Kretschmann. He was extremely apologetic straight up for my history of badly built BD products and took the issue with the build quality and my lack of faith in their products extremely seriously. He forwarded the matter directly to R&D who are purportedly developing a more robust solution for these parts going forward. He directly suggested two compensatory devices for me (DT770 PRO and DTX 102iE's) without much prompting on my part and from start to finish, this process has taken less than 2 weeks to sort out. Bottom line is that they have provided absolutely outstanding service and dispute resolution capabilities and I must say and Mr Kretschmann is a stellar example of customer service done right.
I have read less than ideal outcomes here and elsewhere online from people approaching BD regarding warranty or replacement. I found my experience to be quite excellent, but I suspect this is because it pays to be very direct about what you require without being too pushy. In this case I was prepared to raise this with the relevant statutory authorities and consumer rights groups in my state/country, argue my rights and could provide evidence elsewhere that this product is defective in the ways stated. A professional complaint will almost always attract a professional/amicable resolution.