Ignore, they settled on a 900$ repair fee which I am OK with and is fair enough. Not expecting them to do it free nor did I act like it was not my fault.
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Hey @draknodeHey everyone,So I bought the A&K and Empire Ears Odyssey which ran me almost 3800 after tax. Still new to IEMs I was not expecting them to be so delicate but tried to be careful. I dropped one pretty lightly onto a granite countertop and it cracked open .Now I've had my EE Bravado MKII for a bit and never had a problem even placed it on the same counter so i suspect something may have been defective but they claim that not to be the case.
The unit never had any damage internally and didn't even split open fully so it still held the contents. It couldn't have damaged much falling from such a short distance. Maybe some wiring but nothing more.They want to charge me 1700 and told me to get it back they would keep the "broken "one
So what , they charge me for a replacement, keep the drivers and reuse the internals, resell it and give me a new one ?I don't mind paying for repair but this is like if my DAP had a broken screen, they take it and keep it and bill me for a new one ?
Little do they know I am affiliated with a popular hifi YouTube channel (met them at a convention years ago) who asked me to bring them over for a video review (we live next to each other ironically ) and they told me horror stories about their customer service and support. Turns out they were not lying.
Any legal recourse possible here? What should I do?
Shame because i liked that brand and almost bought their most expensive dap.
Hey @draknodeHey everyone,So I bought the A&K and Empire Ears Odyssey which ran me almost 3800 after tax. Still new to IEMs I was not expecting them to be so delicate but tried to be careful. I dropped one pretty lightly onto a granite countertop and it cracked open .Now I've had my EE Bravado MKII for a bit and never had a problem even placed it on the same counter so i suspect something may have been defective but they claim that not to be the case.
The unit never had any damage internally and didn't even split open fully so it still held the contents. It couldn't have damaged much falling from such a short distance. Maybe some wiring but nothing more.They want to charge me 1700 and told me to get it back they would keep the "broken "one
So what , they charge me for a replacement, keep the drivers and reuse the internals, resell it and give me a new one ?I don't mind paying for repair but this is like if my DAP had a broken screen, they take it and keep it and bill me for a new one ?
Little do they know I am affiliated with a popular hifi YouTube channel (met them at a convention years ago) who asked me to bring them over for a video review (we live next to each other ironically ) and they told me horror stories about their customer service and support. Turns out they were not lying.
Any legal recourse possible here? What should I do?
Shame because i liked that brand and almost bought their most expensive dap.
You only included a very small portion of the response from customer support. You should have included the full email chain as there is a lot more to this. I read the 15+ emails and saw the pics. You even stated in one of the emails that there is some wire damage. They definitely don't look like they were lightly dropped, there is some pretty significant damage in multiple places like something was dropped on them or they were stepped on.Hey everyone,So I bought the A&K and Empire Ears Odyssey which ran me almost 3800 after tax. Still new to IEMs I was not expecting them to be so delicate but tried to be careful. I dropped one pretty lightly onto a granite countertop and it cracked open .Now I've had my EE Bravado MKII for a bit and never had a problem even placed it on the same counter so i suspect something may have been defective but they claim that not to be the case.
The unit never had any damage internally and didn't even split open fully so it still held the contents. It couldn't have damaged much falling from such a short distance. Maybe some wiring but nothing more.They want to charge me 1700 and told me to get it back they would keep the "broken "one
So what , they charge me for a replacement, keep the drivers and reuse the internals, resell it and give me a new one ?I don't mind paying for repair but this is like if my DAP had a broken screen, they take it and keep it and bill me for a new one ?
Little do they know I am affiliated with a popular hifi YouTube channel (met them at a convention years ago) who asked me to bring them over for a video review (we live next to each other ironically ) and they told me horror stories about their customer service and support. Turns out they were not lying.
Any legal recourse possible here? What should I do?
Shame because i liked that brand and almost bought their most expensive dap.
Stay updated on Astell&Kern at their sponsor profile on Head-Fi.
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You only included a very small portion of the response from customer support. You should have included the full email chain as there is a lot more to this. I read the 15+ emails and saw the pics. You even stated in one of the emails that there is some wire damage. They definitely don't look like they were lightly dropped, there is some pretty significant damage in multiple places like something was dropped on them or they were stepped on.
I also liked the part of your email where you said you are well known and threatened to call us out if we didn't handle it exactly like you wanted us to.
Edited, I was away on business and typed the last one on mobile I wasn't trying to critique their RMA process. I am speaking about repairs and lets assume for the sake of argument this was user error (my fault)
"All A&K-released media units are fully enclosed and not self-serviceable; there is no reason to offer the opportunity for a future self-service attempt or resell of the hardware components) The original parts won't be returned; upon enrolling the damaged device through Astell&Kern's RMA Service Protocol, you offered your acknowledgment and confirmation of the terms and conditions"
Currently, the entire RMA case for RMA Number: XXXX is on hold and subject to be terminated with the unit returning to the customer in the current condition without repair.
Since the damage is severe on the Right Housing, the entire unit may need to be replaced, and the estimated replacement fee would be between $1,750.00 ~ 1,900.00
Should the customer like to proceed with the RMA service, all communication must remain in writing and a credit card authorization form with a signature will be required in advance.
No additional arrangement will be considered
This email will serve as a firm notification. No additional or special arrangement will be considered.
Without confirmation received, the RMA unit will be returned in the condition it was documented, without repair.
Thank you.
Edited, I was away on business and typed the last one on mobile I wasn't trying to critique their RMA process. I am speaking about repairs and lets assume for the sake of argument this was user error (my fault)
Regardless, regardless of warranty/RMA status lets say it is my fault so I am not covered warranty that is possible I am not trying to badmouth their warranty or inspection process that seems like a through process. I can own up to the fact that is could and is likely my fault maybe I dropped it harder then I thought,
I wouldn't mind paying less then MSRP and giving them the damaged one
I wouldn't mind paying MSRP and getting my damaged property back
I do mind them charging me MSRP, replacing the unit and confiscating what I paid a good bit of money for
I have a masters in Electrical Engineering if I paid 3800 for a unit may as well take a look or try to fix it maybe even just learn or understand a bit more about the product
Sure that is a pretty broken shell but you mean to tell me that you cant do anything with all those electronics inside at all? I mean it wouldn't sell for so much if it was invaluable E-waste that was damaged beyond repair
but to pay for a replacement, give you that unit is just buying the same unit twice for the price of one
crap if I knew you'd keep it id have just asked you to bill me 1700$ for a left-ear unit, kept that for my own tinkering/learning/maybe a project
I honestly should have just done that if I am going to be paying MSRP and surrendering my expensive property I would have been thrilled to take a look inside and learn a little something or try to fix it, not sure I can solder that well but would be fun to try
In the case of a broken shell, we offer a remolding service which has a base price plus additional costs for customizations, replacement drivers, and shipping.
The following fees apply to minor physical damage, sound issues, or other problems with your IEMs.
- Repair Tier 1 - Duo, V2, A2, A2e, V3, A3, A3e, A3t, Qi, A4, A4t, A4s, A5, V6, V6-Stage A6, A6t, U6t, EPCs – $99
- Repair Tier 2 - V8, A8, N8, Nio, A10, A12, A12t, U12t, tia Trió™ – $199
- Repair Tier 3 - A18t, A18s, U18t, U18s, tia Fourté™, Fourté Noir™ – $299
- Total loss fees to remake your IEMs:
A2e, A3e – 30% off current retail price (MSRP)
A3t, A4t, A4s, A6t, N8, A12t, A18t – 50% off current retail price (MSRP)
- If only one unit is a total loss, the fees outlined above are halved.
Right to repair is a legal right for owners of devices and equipment to freely modify and repair products such as automobiles, electronics, and farm equipment
The law is enforced by the New York attorney general, who will give written notice to any manufacturers out of compliance. They will have five days after that notice to remedy the violation of the law, after which they’ll be subject to penalties. Any disagreements about definitions of covered products and whether given repair programs qualify will be up to the attorney general to address.
https://www.norwoodnews.org/ny-beco...-for-consumers-of-digital-electronic-devices/
"Astell & Kern controls the distribution of its parts (my apologies in advance if it turns out that was an egregiously misinformed presumption) and apparently refuses to sell them to custom cable manufacturers and DIY'ers for... reasons. "
"I tried several times to get a replacement from A&K, with no luck, so I tried the Q-Jays cable and it does work. Unfortunately, it looks like it's out of stock on the Jays website. I really like the AKR02, but I can't recommend it at $1,400."
Heard horror stories of companies like AK being notorious for not getting back to people or charging them exorberant fee’s for repair, and it possible taking months to get back if I’m lucky. (LINK)
After 5 hours of charging the unit was still not powering up. Disappointment started to sit in. Contact Invixion support, who represent Astell & Kern here in the US. Told me to send the unit back to them and they will replace a new unit. Last week, received a notice email from Invixion telling me that they will not be replacing my unit but instead giving me a full refund. This was an absolute let down. One would think that with a well reputable company like Astell&Kern, their QAQC department would check every unit before they ship it out to their customer. I guessed not, given what I had experienced. I will NEVER look at a DAP from this company ever again. Over price, bad QAQC and a whole chain of bad service. (LINK)
Astell&Kern customer service is non-responsive. Not sure they have any customer service -- phone calls are not picked up, messages are not returned. I would not recommend Astell&Kern.
After 4 and half months, the plastic back cover came off, exposing the inside workings of the unit. The cover seems to have been glued on but maybe snapped on, but in either case it will not go back on. Astell&Kern customer service is non-responsive. Not sure they have any customer service -- phone calls are not picked up, messages are not returned. I would not recommend Astell&Kern.
https://www.crutchfield.com/S-8hPTPvi3Apl/p_838SR25II/Reviews/Astell-Kern-A-norma-SR25-MKII.html
Never once has anyone asked me to return my product for no refund then keeps it while billing me MSRP and salvaging/repairing and reselling my "broken" unit. Lets be real they wont throw it in the trash. They will get some return and profit off of that even if 75% of the unit is in tact that would be 1350$ in electronics they can re-use and double dip their customers.
Ya enjoy getting taken for a ride and paying 5700$ for a 3400$ IEM if you drop/damage or have some type of accident.
I love me some $4000 one time use IEMS. Hope I dont damage, drop, run into issues or experience a driver failure. Even if its not your fault the "investigation" they conduct will never admit to being defective or their fault trust me.
Ive had 3 EE iems, Noble Audio, Craft ears and 64Audio and placed all of them on the same surface (same amount of force) and never had one crack. I believed there was a defect that caused this (thought I saw a bubble in the paint/resin) but lets say I am wrong and 100% at fault, doesnt make it any better tbh
Pics below. Tell me does it look like all those internal components in the 2nd pic are dead/irreparable/unable to be re-used?
No additional arrangement will be considered
This email will serve as a firm notification. No additional or special arrangement will be considered. -A&K support
The odyssey is similar to Odin at $3400. That AK did a promotional package that you took advantage of is not the issue here. What they did was break up a fresh pair to send you one channel. To get their pricing, they had a large run made to achieve economy of scale and ordering a single replacement now would cost them as much as odin to acquire. Of course they won't return the defective one. Replacement discounts, and you got one, always means losing the broken device so that it can't be misrepresented later. Had you sent both, it's possible they would have sent you a fresh pair for the same amount but it was going to be $1700 either way. Of course they have no interest in broken, recobbled devices on the market, tampering with their stellar reputation.Really starting to wonder if this product was ever worth the money honestly. 2 Months, still without my IEMs or a resolution. Bought the U18T from Audio64 and saw their policy
By that logic 3500/2 = 1700
1700/2 = 850
Well that makes sense rather then paying for it, waiting for months, being told its beyond repair (but many other vendors remold/re-shell/repair their products) then paying 1700 to repair it + 3700 (after tax) so total $5400 while agreeing to surrender the cracked unit (technically my property but hey, take it and re-use the internals and charge me full MSRP. At this point its either repaired for a lesser price (obviously covering labor/costs/postage but at least you dont need to replace every driver (EST, DD, WeaponX and BA).
that's crazy, dropped it, it split, I held it together and packaged it so it would remain in tact and the internal contents would not get damaged) the 2-pin scratches I can own up to. But damn I really should have listened when I read about A&Ks customer service on here and avoided this whole ordeal