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AlexPk
7196
Community
Sep 23, 2016
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Hey everyone.
While preparing the remaining packages we decided to ask our warehouse to open 25 units for one final inspection to confirm that these were free from any QC issues. Upon inspection, all units were found to have pack marks, residual glue, or scratches. Some had a combination of the three. This is contrary to the information we were told earlier based on the inspection performed by Fostex last week and we are working with them on this failure in what was communicated to us.
We are currently having the warehouse open more boxes in order to confirm it's not just bad luck, but at this point we have no confidence that any reliable number of these units are fit for shipping or free of defects.
All units that may have been shipped today were recalled and all other shipments in this drop will be cancelled. We will be refunding everyone the full cost of their headphones and will be applying a $100 credit to your account to be used towards anything on the site.
We understand it is disappointing to get nothing after the wait, but don't feel it's acceptable to let these get shipped as is. Given the current status, we are working with Fostex to figure out how this failure in quality control has occurred and how to prevent it in any future shipments.
Your order will be automatically cancelled and refunded, and should show up in your account in the next few business days for domestic customers or in a couple weeks for international customers. For more information on how to use your $100 credit, please read here: https://helpdesk.massdrop.com/hc/en-us/articles/216560887-How-do-I-redeem-my-Massdrop-credit-
Sep 23, 2016
NJboneless
377
Sep 23, 2016
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AlexPkWell damn. Thanks for keeping us up to date Alex, I am super sad that I wont be seeing my cans but I can see you guys did the best you could. I know that sometimes sh*t happens and this is a prime case of multiple things going wrong. I am really disappointed in Fostex considering they claimed all headphones were good to go after their quality control..... Oh well time to look for some different cans! Cheers
Sep 23, 2016
Nujabes
18
Sep 24, 2016
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AlexPkSuch a disappointing news... But you guys can't do anything about that. It's not your fault.
Arf :'(
edit: can't I just get a "damaged" pair? Idc if there are bubble marks. :(
Sep 24, 2016
Langkattle
11
Sep 24, 2016
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AlexPkDamn. At this point I would almost rather get a blemished pair of cans instead of none at all. But I guess shit happens.
Sep 24, 2016
CraigS
28
Sep 24, 2016
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AlexPkShould have seen that one coming... oh well thank you for everything you've done. I've always wanted the ZMF Omni, time to research the Vibro MKII.
Sep 24, 2016
iTrustYou
4
Sep 24, 2016
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AlexPkAlex, If you have the headphones in stock, it's in your best interest to work with everyone on a solution that would be satisfactory. I, for one, would rather get a discount on the original price, than receive $100 gift card / credit to spend on Massdrop. The magnitude of the problem you have at hands manifests a need to work out individual solutions, but you don't seem to be willing to go that far for whatever reason. I understand that it would be a hassle, but at least you could've provided a range of options. From my point of view it looks as if you never actually had enough headphones to fulfill the order, and it required you to invent a story about the damage on the cups. Nothing you posted here contradicts my assumption, so I'd encourage you to consider this perspective, as well as the lost trust associated with you not delivering the order. I do hope you have a good weekend, too.
EDIT: Thank you for posting photos of the damaged cups in https://www.massdrop.com/buy/fostex-x-massdrop-th-x00/talk/525572 and looking into alternative ways to resolve this. My PayPal order got canceled already, but I am looking forward to discussing possible options at this point.
Sep 24, 2016
SevenLtrs
8
Sep 24, 2016
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We'll just have to wait and see
Sep 24, 2016
StevenR296
51
Sep 24, 2016
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AlexPkIs there anything we can do to get our hands on any good ones that came in?? Even if it's an extra fee, I want these headphones, and I don't want to have to check every few days for them on eBay.
Sep 24, 2016
oxffff
11
Sep 24, 2016
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AlexPkkudos to massdrop for taking care of this, I will never gives Fostex my business in the future. I will buy Xiaomi piston instead.
Sep 24, 2016
xineis
60
Sep 24, 2016
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AlexPkThank you for the update, Alex. I am really sorry that happened after all that has passed. Fostex really dropped the ball (and twice, it seems). I can't blame you guys and hope Massdrop learns from this embarrassing situation. I believe I will get the $100 credit, as I have no more confidence on Fostex to handle this. Cancellation on the order was also the right thing to do, IMO. Have a good weekend!
Sep 24, 2016
rwrogier
59
Sep 24, 2016
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oxffffMassdrop is as much to blame here as Fostex is. Massdrop is responsible for managing their partners. Losing a shipment is inexcusable. Saying that they could not see the shipment because they were the recipient and the sender isn't valid for a business. Businesses have special arrangements with pretty much every carrier (assuming that MD is registered as a business account) and can see the status of shipments to them and from them. How do you think a just-in-time inventory company would operate if they were just blind to the inbound parts? While it's not quite to this level yet, most commercial manufacturers want the part to arrive at their receiving dock about 15 minutes before the person installing that part sticks their hand in the box to get a new one. Go tour one of the big automotive manufacturers some time. You'll see JIT in action. MD should have had full visibility to that shipment the moment it left the Fostex dock. In addition, the Purplehearts had damage to them and were shipped about a month ago. After that, MD then just sat around waiting to see if the Mahogany ones were going to be better? Sorry, no, that doesn't fly with me. The moment that it became apparent that Fostex was having QC issues (when the Purplehearts were shipped), MD should have injected themselves into the process and began demanding daily calls with Fostex with pictures of the assembly and the items prior to shipping. Instead, everyone at MD just seemingly sat back with their rose colored glasses on and crossed their fingers until it was too late.
Sep 24, 2016
oxffff
11
Sep 24, 2016
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rwrogiercame from /r/headphones, I didn't know about the full story when I made the reply. But it seems that given the size of MD, it doesn't have much power to leverage against Fostex. I'm sure if MD was as big as any big automotive manufactures, everything could be handled better. Again, i dont have a dog in the fight, maybe MD should purchase a bunch of headphones from other retailers and send them people joined the drop to amortize the wait time.
Sep 24, 2016
xineis
60
Sep 24, 2016
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AlexPkAlex, quick question regarding the credit you offered: if I were to buy something right now on MD (my card/Paypal would be charged) and spend say $200, could MD transfer the $100 to my account afterwards? Because I sent an email regarding the credit but I think I won't get any response before Monday, and there is a drop I want to enter that is ending soon.
Sep 24, 2016
indecisiverobot
5
Sep 24, 2016
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AlexPkAlex, my replacement Fostex TH-X00 also came with significant scratches (this was after returning another pair that had cosmetic pack mark defects on one cup, almost think I should have kept that one since at least one cup was untouched and had absolutely gorgeous wood grain). Is there any recourse for me? I was afraid that if I was to return these ones as well, that I'd experience the same case again. Looks like I was right.
The packaging of the TH-X00 has A LOT to be desired. Essentially, due to the fixed cable, it moves around during shipping and the woven cable scratches up the finish. This is on top of the cardboard/bubblewrap setup used that can make marks on the finish as well.
Sep 24, 2016
CraigS
28
Sep 24, 2016
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AlexPkHey Alex, so I switched over to the ZMF drop and put in my request to have the credit applied to that one. Seems like I wasn't the only one though because the drop completed today before anyone could even respond to my support request, and my credit card has been charged. Should I expect any issue somehow getting the $100 credit applied to that drop (I requested it before it completed)?
Sep 24, 2016
KTMD
195
Sep 25, 2016
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CraigSEven if you were unlucky enough to not get the credit, those ZMF cans are wonderful. Zach has such tender care and his support is amazing. I ordered directly from him and had a shipping issue. He forgot to send them out and he covered shipping and also threw in a set of pads. The fact that you're getting exclusive wood on tuned t50rps, such a big plus. You're getting cans that are some of the best closed. So, even if you don't get the credit back for that drop, you're not losing anything. I got the Purpleheart THX00 with bubble marks and wI ish they offered me $100 and the polish. I know for sure the polish is a band-aid and not going to work right. I'd have gone ZMF too if offered. Get a decent amp if don't have one. Also the tthxoo and t50rp sound different, but the modded ZMF cover a nice closed back can and should be end game closed.
Sep 25, 2016
AlexPk
7196
Community
Sep 25, 2016
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CraigSI expect you'll have no issue getting $100 refunded/applied
Sep 25, 2016
AlexPk
7196
Community
Sep 25, 2016
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indecisiverobotHmm thanks for the feedback. I'll let the people who handle packaging design know about this.
Sep 25, 2016
AlexPk
7196
Community
Sep 25, 2016
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xineisI flagged this for Support yesterday, but couldn't respond. Let me know if you need any help or anything
Sep 25, 2016
CraigS
28
Sep 25, 2016
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KTMDI'll be using my Schiit Modi 2 and Schiit Asgard 2 for the ZMFs, should be fine ; ) I'm very curious to compare it to my Schiit Bifrost Multibit + Hifiman EF-5 + Hifiman HE-500s (I keep these at home, where as the ZMFs will be used in my office).
Sep 25, 2016
CraigS
28
Sep 26, 2016
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AlexPkThey accidentally refunded the full amount and need to re-charge in order to then refund/apply the $100... I will be *really* disappointed if that means I got pulled out of the ZMF drop. Still shows that I'm in on the Transactions page, so fingers crossed.
Sep 26, 2016
Elnrik
69
Sep 26, 2016
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AlexPkA short while before this post you offered refunds for those who wanted them due to the lost shipment. Is the $100 credit being offered to those individuals as well?
Sep 26, 2016
tiad
40
Sep 26, 2016
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xineis..good question.
Sep 26, 2016
indecisiverobot
5
Oct 2, 2016
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AlexPkGiven the condition of the replacement headphones that I got, would there be any recourse for me?
Oct 2, 2016
AlexPk
7196
Community
Oct 3, 2016
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indecisiverobotSince we had to send back all the damaged units, I'm not sure if there are any replacements in the warehouse right now, but you should reach out to Community Support as they have the most up to date info. Just to make sure I understand 100%, you have a Mahogany pair with the bubblewrap/scratches?
Oct 3, 2016
indecisiverobot
5
Oct 3, 2016
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AlexPkI have a mahogany pair that has a bunch of scratches. I've already gone through the return process once. This is my second pair.
Oct 3, 2016
Voiced
10
Oct 4, 2016
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indecisiverobotMaybe you should try to get one of those polishing kits from the other drop, instead of sending the pair back. ill try and find the link. https://www.massdrop.com/buy/fostex-x-massdrop-th-x00-purpleheart-headphones/talk - its a couple pages back i think.
Oct 4, 2016
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