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For anyone who is interested in buying anything directly from EMU by emailing chan at firstname.lastname@example.org here is a quick rundown of how long it takes for them to respond:
12/19/16 - I send first email asking about buying EMU-Teak direct outside of Massdrop
12/26/16 - First response, sorry it took so long we were busy (gives details)
1/19/17 - After some waffling I ask about buying the wooden cups only (To put on my Massdrop X00 I already own)
2/3/17 - They respond saying the cups I want would be $100 + $20 shipping
2/3/17 - I write back right away saying that after losing some patience I had already sent the proper payment on 1/30/17 and hadn't heard anything at all back from EMU yet.
2/3/17 - Chan responds (same day!) saying that they did indeed receive my payment (no other shipping or details provided)
2/7/17 - I write back asking about the status of my order and shipping, (no reply yet).
It's difficult for me to recommend buying anything from them directly until I actually receive my order (placed going on 9 business days as of this post).
If they had an actual online store that would probably help.
<edit>I got an email back today (2/9/17) saying that the Zebra cups I ordered will be picked up by Fedex today and they gave a tracking number.
Not to make you feel bad or anything, but what you are experiencing is not hard to understand considering the following details:
-You email during a holiday season (both Christmas and Chinese New Year)
- They are currently working overtime to fill orders from the latest drop (a bunch of us westerners trying to consume all the headphones)
-They speak a different language natively
-Chan is an older gentleman, and as such (not to stereotype) probably doesn't have the sheer amount of workers or even personal energy to work around the clock
-Following from the last point: they are a small-batch company trying their best to fill a huge amount of demand
-Not to mention it takes TIME for shipment to arrive. They are not next door, ya know.
Give them a break. You should have known going into this that you might be faced with the following troubles, so I don't have much sympathy for you. I am currently in the same process with Audio-gd, as I wait now going on a month for a dac/amp I have on order. Please, keep all of this in mind -- that relative to our western "meet my demand now" attitude, it is best to persist with patience when dealing with foreign small-batch companies.
For any of you reading this, please be patient if you choose to order outside of the drop. If you are, I can assure you, you will receive your product, and you will have a unique product.
I just assumed that since I was ordering Zebra wood cups that they would just be sitting around ready to ship, since they aren't offered as part of the drop I didn't figure that they would be sold out of the ones they had on hand.
From what I understand, it takes up to 7 days to make their cups, because they use multiple coatings, and is very labor intensive. InnerFidelity has a Youtube interview with Chan and he talks about the process. It's a made to order sort of operation, and they are SLAMMED with orders, so....
I got an email earlier today saying that they are shipping the cups today with a tracking number. That being said, I would like to reiterate why I didn't think it would take 9 business days to ship out some Zebra cups. Lower in this discussion chan posted pictures of all the different wood cups ready to go. Considering that the Zebra cups weren't offered in the drop I didn't think that they would need to make a fresh set from scratch. Maybe I was wrong on that, but at least they have shipped now.
In the email I got today they also said that they were trying out new packaging and that contributed to the delay.
While I understand people's sympathy for EMU, the bottom line is EMU is a business that is trying to increase its notoriety and presence in the audiophile community for profit. So reasonable expectations from customers should not be dismissed.
While their willingness to help customers with extra requests like cables and cups is admirable, people (including myself) routinely post to this board with confusion about how to even contact EMU and then are left wondering if they have done something wrong when after a week they haven't received a response.
For any business, knowingly cuasing confusion and disappointment in your customer base is bad. Couple that with EMU having absolutely no reliable platform for general brand information or order updates and they are doing themselves a great disservice by making poor early impressions with the niche audience they're so clearly seeking.
First point is solid, but they're from singapore and english is the first language, even if us singaporeans have a unique flavour to it.
Also they're a part of creative which is decently mid-sized to big technology company.
Hey. FWIW, i just got my ebony cups from Chan this past week. i ordered them on Dec 30, so yes it took some time. but the price is fantastic, and the cups are gorgeous. just. gorgeous. be patient, everyone that goes this route is getting something very unique and special. a few extra weeks isnt going to kill anyone... @chan_emu was very accommodating and was kind enough to respond to my many emails. you will not be disappointed!!
I placed an order for my HP with EMU on December 5th 2016. I was told it will ship on 27th December. I had to then send an email to Chan to inquire about about my order. I was told that they missed and it will ship. It did ship on 4th Jan 2017 but I didn't receive any tracking number. I then had to email Chan again to get a tracking number. On close inspection I see that the cups are not flush with the frame. Now I am waiting for Chan to organize a pickup. Considering that they had close to 4 weeks to ship my HP I would have thought they would have enough time to do a QC check. For a HP that cost $500 I am surprised they packaging is pretty average. EMU needs to step up w.r.t to customer service . I am still persisting and have not thrown the baby with the bath tub is because the Teak cups do sound great. Chan is a gentleman to deal with. It is the overall process that needs to be tweaked.
Exactly. Chan comes off as a really caring and wonderful guy. And that's exactly why I hate to see his good intentions starting to hurt the brand he's passionately trying to build.
There are good intentions, but ultimately no process to keep customers informed and happy.