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Just wanted to know guys from you, has anyone returned these for repair or for any other reason. Can you please let me know what was the procedure? As seems Massdrop doesn't provide support for these and thinksound wants me to return them for repair but shipping I will have to bear and being outside US it's almost same to the cost of the headphone...
can anyone share there view points or there case?
The reason why we have to have the headphones back is because they can be repaired in most cases. The other reason is there is a HUGE amount of fraud with people sending in fake receipts asking for replacements. We have had 30+ examples of fraud this week from people with fake receipts. We are open to working with you to help the issue and we want to resolve it but we cant just send out replacement headphones without the actual headphones back. We have received numerous receipts this week from countries and dealers we don't even sell at and when its international we must be very careful on how we treat returns.
You could cover shipping. They can email you a copy of their receipt as proof with the headphones
Actually we can't. This week alone we have received over 30+ fake receipts from multiple retailers that we do not sell to. We actually receive more fraudulent emails now than actual real concerns and its probably about 90% fake returns now. We are a small, 3 person company which includes myself, my co-founder and my retired father. Many people email us asking us to send them a new set of headphones before sending them back to us, we even receive empty boxes with tracking. We get people threatening us when they claim they bought them from a store that doesn't even carry our products. We cannot control what a country charges for import fees or shipping. We do support our customers in every way possible but we cannot offer to just give away a set of headphones, pay the import and shipping for everyone. The 30+ fake receipts this week alone totals around $3000 USD so that would be tough to absorb for a small company like us. We really do love our customers and honor every return but we cannot just pay for shipping from a 3rd party or foreign country. If anyone has any questions they can certainly email us and I will do my best to help. Aaron, President/CEO/Engineer-thinksound email firstname.lastname@example.org (it goes into my inbox and my father's inbox)
I agree with you 100%. You should never help anyone who perpetrated a fraud. However if you have the headphones back before you were to cover the repair then you would at least have the headphones. Maybe only help the legitimate customers. You make a quality product you should never have to pay for fraudulent cases.
I understand your point of view completely and always support good and honest companies. Maybe for the geniune cases once you receive the headphones then refund the shipping. That's how most companies do....
anyways this message was before I received your last email... hopefully this customer and company relational goes on as we don't want another hifiman...
Harsain, thanks for the response, however since the transaction was not done through us it would be hard for us to refund anything. All the financial transactions go through massdrop and we can't just send people money all over the world to different customers as we would need to find a way to legally do it with no merchandise being sold. We are working on a program to give customers a discount code for future purchases but it would only be available on our own site not a 3rd party. What is the main issue with hifiman support?
I am so glad I read this before joining this drop. Every company has their own way of doing things but if your product fails and is still being covered by warranty, it should not cost the customer a single penny to get it repaired. The excuse of not knowing who the 'real' customers seems like an easy way out. You're obviously in business with Massdrop. Why not set up a return process with them? It would greatly influence more people to perhaps buy your products. Again, I'm not trying to be a jerk or anything, just a potential customer's opinion. All that being said, it seems like everyone here loves your products. I look forward to hopefully check these out sometime.
I can only comment on their headphones and so far I am extremely happy with the quality and workmanship of their products. The sound is amazing for such a low price. I am looking forward to a wireless version that I have been told they are working on.
That's awesome to hear. I really was not trying to be rude and I am genuinely interested in this set of headphones. Maybe I'll just bite the bullet.
I understand. I didn't think you were being rude. I would like to see them make an over ear headphone.
You know, it's crazy that the headphone that got me into headphones was an on ear headphone and I haven't bought an on ear since. Maybe I should revisit on ear headphones. The headphone I'm talking about is sennheiser HD-202. I LOVED that headphone when I first bought it many years ago.
I have several very good on ear headphones but no matter how good they sound I just don't find them as comfortable as over ear.
Yes, that seems to be the issue with on ear.