frustrating westone rma

[PieceOfPaper]

but the damage done to my IEMs are not covered under warranty.. the nozzle broke off

his westone 3 nozzle broke off too, no ?

 

[afbug1]

Few years back, my UM2 wasn't in top condition due to wear and tear. The cable started to become unbraid, the gold plated on the plug fade off, and filters need replacement. Warranty was long over but Westone chose to recondition them, change cable/plug, add new filters for me for no charge.

All I had to do was to spend $5 to sent my UM2 to them in the US and 2 weeks later, a Fedex guy was at my door with a package from Westone. Totally got caught out surprised cos I expect my UM2 to take 2-3 weeks to get to USA and a few weeks for them to ship it back to me. (Westone din sent me any emails regarding the status.) Seems like they are real fast and used Fedex 3 day express shipping to SG. All these was back in 07, hopefully, Westone is still the same today.

I was really impressed by their service. I never experience such service from any SG company, not even SIA. In SG, everything is profit driven and customer service comes in last.

 

[bernwong]

but the damage done to my IEMs are not covered under warranty.. the nozzle broke off

yes my nozzle broke off too (totally my fault) and was prepared to pay for the repair but Westone sent me a new one FOC. totally unexpected. Top notch service!

 

[joncham72]

yes my nozzle broke off too (totally my fault) and was prepared to pay for the repair but Westone sent me a new one FOC. totally unexpected. Top notch service!

dammit la ***** jaben say i will have to pay around 80 bucks for it

 

[Randius]

dammit la ***** jaben say i will have to pay around 80 bucks for it

I had previously sent in an UM2 with cracked housing (drivers exposed) directly to SKM and received a new unit FOC about a month later as well.

If you wanna send for RMA through Jaben, I don't think they will send it in immediately. I guess they will wait for the delivery from distributor then let the guy take it back and that may take up to a month.

 

[joncham72]

I had previously sent in an UM2 with cracked housing (drivers exposed) directly to SKM and received a new unit FOC about a month later as well.

If you wanna send for RMA through Jaben, I don't think they will send it in immediately. I guess they will wait for the delivery from distributor then let the guy take it back and that may take up to a month.

yea i think thats what they did

i went down today to bang table about my UM1 and FINALLY they decided to help me call the distributor to ask about my unit

they said it will be back at jaben by this week


but is it still possible for me to bargain for my repair to be FOC since so many of u guys got it FOC for the same damage?

 

[qrqrqr]

dammit la ***** jaben say i will have to pay around 80 bucks for it

lol.. isn't 80bucks more than half of what you paid for a brand new set?

 

[joncham72]

lol.. isn't 80bucks more than half of what you paid for a brand new set?

i paid 199 for it (they gave me freebies such as a hippo amp, hippo boom earphones (sold it) and bacon salt lol)

 

[bernwong]

my suggestion is tell Jaben you do not want to pay for the repair and take back the earphone and send it directly yourself after getting the RMA number from Westone(did you register online with Westone?). If they say it has been repaired already, ask them why they didn't check with you whether you are okay with paying the amount first before going ahead with the repair?

Imagine if I did not go direct to Westone, how much I would have been charged for the repair by the retail shops or distributors.

Not only do I get a pair of new phones (not refurbished) but the accessories in the box as well. all the extra ear tips .

 

[joncham72]

my suggestion is tell Jaben you do not want to pay for the repair and take back the earphone and send it directly yourself after getting the RMA number from Westone(did you register online with Westone?). If they say it has been repaired already, ask them why they didn't check with you whether you are okay with paying the amount first before going ahead with the repair?

Imagine if I did not go direct to Westone, how much I would have been charged for the repair by the retail shops or distributors.

Not only do I get a pair of new phones (not refurbished) but the accessories in the box as well. all the extra ear tips .

actually they did tell me that i would be charged for the repair but they did not tell me who they are going to send it to repair (i suspect it isn't westone)

it has been repaired already i think because its arriving at jaben this week

 

[iAHBEE]

yea i think thats what they did

i went down today to bang table about my UM1 and FINALLY they decided to help me call the distributor to ask about my unit

they said it will be back at jaben by this week


but is it still possible for me to bargain for my repair to be FOC since so many of u guys got it FOC for the same damage?

i dunno who's charging u for the replacement, SKM or Jaben.

 

[joncham72]

i dunno who's charging u for the replacement, SKM or Jaben.

well there isn't anything i can do if they had sent my unit to someone else other than westone for the repair right?

i suck thumb and pay ah?

 

[Randius]

well there isn't anything i can do if they had sent my unit to someone else other than westone for the repair right?

i suck thumb and pay ah?

True. There's nothing much you can do if they claim they had already sent it in for repair. Suck thumb and pay up. BUT if the IEM is still with them, you may wanna pay a visit to SKM yourself to send it for RMA. At least if SKM do charge for repair, it should most probably be Westone requesting so.

 

[Techadd]

cracked earphone housing is dependable..if the service tech deems it as a users fault, then you got no choice to pay up for the replacement service...should check out the head fi and see how much a UE service tech was charging for a replacement driver for a Triple Fi 10 pro driver.... can go nuts...

 

[xusxus]

ok now that i know that jaben sucks, are there any other shops out there that you guys frequent?

Should have bought from Treoo.com

Their RMA Service one of the better ones. They have direct contact with most distributors in Singapore for audio products.

 

[joncham72]

WTF!!! MY SET AFTER BEING HELD FOR 3 MONTHS HAS NOT BEEN REPAIRED

damn pissed off! jaben passed to the distro and they held it for 3 months and did nothing with it!

jaben claims that it the cost of repair is almost the same as the cost of a new set. i was quoted a price of 70-80 dollars when i sent it in -.-

now i can claim my set because it has been returned

but what should i do now

 

[Randius]

WTF!!! MY SET AFTER BEING HELD FOR 3 MONTHS HAS NOT BEEN REPAIRED

damn pissed off! jaben passed to the distro and they held it for 3 months and did nothing with it!

jaben claims that it the cost of repair is almost the same as the cost of a new set. i was quoted a price of 70-80 dollars when i sent it in -.-

now i can claim my set because it has been returned

but what should i do now

Has it really been passed to the distributor for evaluation? You can try bypassing the local distributor and contact Westone US directly.

 

[joncham72]

Has it really been passed to the distributor for evaluation? You can try bypassing the local distributor and contact Westone US directly.

yup i think i might just do that

 

[joncham72]

FINALLY GOT BACK MY UN-REPAIRED UNIT

according to jaben they say SKM kept my unit for 3 months for dunno what fk

they say SKM told them they have different repair procedure etc etc and one whole big load of inaudible bull**** followed

jaben also claims that recently, westone has become more strict about such RMA issues

can anyone confirm this?

 

[Techadd]

FINALLY GOT BACK MY UN-REPAIRED UNIT

according to jaben they say SKM kept my unit for 3 months for dunno what fk

they say SKM told them they have different repair procedure etc etc and one whole big load of inaudible bull**** followed

jaben also claims that recently, westone has become more strict about such RMA issues

can anyone confirm this?

guess you have to send an email to USA and see if they are willing to take it in and how much charges are they going to impose..

but do note its CES time...and they probably are busy and might not come back to you until couple of days later..