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Here is a Westone RMA return letter. Since the letter discusses payment for services, although I am returning it for warranty repair, I have to assume that this is a a form letter covering all basis in case someone sends in a unit not purchased through an approved vendor or that is outside the warranty window. International folks however may get hit w/additional costs if they send the units in for repair as customs apparently like to get paid even for products that had already been imported once. How wonderful for governments to double-dip.....I for my part am not particularly thrilled to shell out shipping charges and insurance for basically a brand new items that broke within 6 hours of use :
Westone wrote: *******
Please see the attached return authorization letter. Please note that costs for out-of-warranty repairs and replacements are the responsibility of the consumer.
PROOF OF PURCHASE: Original proof of purchase (paper copy) MUST be included in the box for in-warranty work. Credit card statements do not qualify as proof of purchase. The proof of purchase must be issued by the retailer. If you received an electronic proof of purchase, please print it and include it with your shipment. Please make sure to note your RTS number on the OUTSIDE of your packaging in large, visible print.
PLEASE NOTE: If you are a retailer / dealer / audiologist and you are sending this unit in on behalf of a patient or customer, you may satisfy the proof of purchase requirement by including a copy of the original invoice or receipt that you issued at the time of purchase.
PLEASE NOTE: If you purchased or received your product directly from Westone, we will need your previous RTS (return) number or sales order number if you do not have a hard copy of your proof of purchase.
COMMUNICATION: Cost estimates and quotes for services WILL NOT be available until your product has arrived here and a diagnosis has been completed by our service technicians. For gear that is not in-warranty, you will receive communication from our service department detailing costs for service. Payment will be required prior to the commencement of those services. If your gear is considered in-warranty, service will be performed without any additional communication from Westone. You will receive an email with your tracking information once your return shipment has been processed. Note that Westone will not contact you to verify the arrival of your gear. If you would like confirmation that your shipment is here, please allow two business days after tracking indicates it has arrived before contacting us. This is the typical amount of time it takes for a unit to be diagnosed and entered into the computer system.
SHIPPING COSTS: For in-warranty repairs and replacements, customers are responsible only for the cost of shipping the item to Westone for service. Westone will pay to ship in-warranty gear back to the customer. Note that Westone will declare full value of units shipped to international destinations for customs purposes. Although Westone will indicate on shipping documents that the item is a warranty return or replacement, some governments will charge duties and taxes anyway. Duties and taxes associated with these shipments are the responsibility of the customer.
Please do not hesitate to call or email if you have additional questions.
Hi I too experienced this problem and its as soon as i put my IEM on. The left unit cuts in and out for some reason. The left unit also seems to have something loose inside the casing. So far used it for an hour for a train ride to see if the problem persist. Sadly if i tilt my head left or right it audio cuts in and out. I'm not sure if its the loose object inside the casing or the loose connection between the wire and the left unit. I Think Mass Drop team should look into this and take care of warranty shipping cost and additional tax due to tax duties. Absolutely ridiculous that we mass drop customers should pay extra shipping cost for broken products shipped to us. Other than that this drop was worth it. The sound quality is there and I'm definitely a new Westone fan.
+1 , mine has the exact same issue. Left unit audio comes and goes intermittently.
i have the same problem too , this is my first westone product purchase and I'm not satisfied that we have this problem for a pair of headphone that's supposedly worth almost half a grand.
In case anyone does get hit with customs charges on a warranty replacement:
I know in Canada you get an appeals form on the back of the invoice CBSA sticks on the box, so in this case you'd have to pay the customs charges initially and then fill out that form, provide accompanying documentation to show it was a warranty replacement, then mail it to the CBSA. They'll process it and mail you a cheque. Other countries probably have a similar process.
I also have the same problem. This is my first IEMS and I really like the sound! I'm so sad that this happened. Hopefully, Massdrop support team will step up and take care of this problem for us.