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Ergin
11
Apr 7, 2019
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I bought the EDC brand-new (sealed box and everything) from a friend who ordered it through Massdrop (of course) and I've been a happy EDC owner for about 17 months. For the price, the ergonomics, isolation and accessories are much more than one could ask for. There are positive aspects and shortcomings sound-wise, but it is to be expected in this price range, no complaints there. However, I would like to share my negative after-sale customer experience. About 4 months ago, I broke both cables on the 2-pin connector side (totally my fault, I was just trying to shave off the extra plastic bit on the end in order to be able to use it with another IEM), and having broken it, and having tried a few random aftermarket cables (mostly chi-fi), I realised that none of those cables fit as well as I would have liked them to. (One reason being that EDC uses 0.77 mm sockets unlike the earlier NuForce IEMs with 0.75mm sockets or the industry standart 0. 78 mm ones.) Any cable with 0.75mm pins fit way too loosely; cables with 0.78mm pins fit rather snugly (although a 0.01 mm discrepancy is negligible, meaning they are usable.) However, the EDC has protruding sockets, and their original cable has a plastic sheath that goes around this protrusion, decreasing occasional wear and tear and prolonging the life of both the sockets and the pins. That's why, after my numerous trials, I decided to buy the original EDC cable from NuForce. Alas, they do not sell their cables separately. That's when I decided to contact NuForce directly, in order to ask how I could obtain the cables. I initially sent an e-mail directly to NuForce/Optoma US, asking whether they sold the cables separately, and if they didn't, whether they were willing to send me a spare cable (I was willing to pay any shipping or custom fees involved, which I mentioned in the e-mail.) I got a very quick reply to my mail (which was a better experience than most earphone companies I've dealt with before, I should say. Credit where credit is due...) In the e-mail, a representative said that they didn't sell their original cables separately but they were more than willing to send me a cable free of charge. When I gave them my address with a giant grin on my face because I didn't really expect the company to be so generous, (and they don't really need to be generous, they had every right to turn me down), the same representative said that they wouldn't be dealing outside the US, and he directed me to a website listing their local dealers and asked me to contact them. I live in Turkey, and NuForce and Optoma has a presence here mostly through their projector business. However, their Turkish website is quite half-baked, to say the least. There's no way to get any local contact information on their Turkish website. So I decided to post my problem here on the comments section and @Jyri quickly sent me an e-mail, asking for my address so that he could make arrangements to send me a cable. (Thanks for the quick reply again.) And then, nothing happened. So I quietly gave up. I had completely forgotten about all this correspondence until a few days ago when I started having problems with one of those many aftermarket cables I tried, so I've decided to come here and provide a long, long rant. (Sorry about that by the way.) All I wanted in the first place was to BUY the original braided cable, which I love. So, my suggestion for NuForce is, don't ship your earphones around the world if you can't provide a meaningful after-sale experience or spare parts for your international customers. Stick to certain countries where you have functioning local offices, if you will. I still love the EDC, but I can't recommend it to every international customer. Best regards, Ergin.
Apr 7, 2019
Jyri
816
Nuforce
Apr 15, 2019
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Hi Ergin, Long rants are okay when things are not going as they should. :) Can you forward me the email related to our correspondence? I just want to make sure I haven't missed anything and that your cables were shipped earlier? My apologies for the request but I want to make sure we get this right this time. However I have to address your comment related to international customers. EDC is a product built for Massdrop. Technically Massdrop should handle all customer service related questions and shipments but we try to help so that customers could get answers faster. When an issue is related to a customer located outside of USA things can get trickier for Massdrop and for us (for us mainly because it requires communication between our regional offices). However it should not mean that you won't receive your replacement cable or anything like that. So, let's get this sorted out so that you can continue to use the earphones worry free. I appreciate your support and assistance and for writing the long rant.
(Edited)
Apr 15, 2019
Ergin
11
Apr 16, 2019
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Hi Jyri. I've forwarded the e-mails. Thanks for the attention and clarification.
Apr 16, 2019
mallenwho
2
Apr 17, 2019
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Hi Jyri, I'd like to jump on this cable replacement bandwagon too. I'm enjoying the snot out of the EDC, but after using them in a normal way for three months the everyday cable (with mic and button) has started to fail in the left ear, and in the mic. Clever wire knotting temporarily fixes the problem but it's unstable. Having the braided cable is a good backup, but since I use the mic and simply can't live without inline controls, I'd really like to get my hands on a replacement. Same story about not being able to find a replacement cable in retail, same story about being happy to pay for another one (would actually like another two just to have a spare). It really has been too short lived for three months' use (although I understand if they're not within warranty - I joined the drop this time last year and it had shipped by May - I just didn't use them until Jan)
Apr 17, 2019
Ergin
11
Jun 9, 2019
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Hey Jyri. It has been about two months and I have not heard anything back from you. You can just tell me that it simply is not possible for me to get a cable, it will be a welcome piece of information. Otherwise, I keep checking my mailbox everyday.
Jun 9, 2019
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