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October 24th, 2008

Sennheiser Customer Service Rocks

For five years now, I’ve used Sennheiser headphones. I bought my first pair back in aught-three and they’re still going strong after being used every single day at work. No problems, great quality, fair price.

When it came time to replace my earbuds earlier this year I naturally thought of Sennheiser. I selected a pair on Amazon and got a solid deal for about $25. And the first few days with the new earbuds were really fantastic; these had great bass for their size and great treble too. I was really happy, until the left earbud decided to exhibit clipping and distortion with non-crazy levels of bass. Uh oh.

Somehow it went away a month later but volume level problems kicked up. The left speakerwas clearly pumping out lower volume than the right. And then the clipping returned, so it was time to send these in for warranty repair. I wasn’t pleased at the prospect of having no earbuds at all but I also didn’t want to damage my ears, natch.

I sent them in via USPS with a return receipt last month. I got the return receipt in a matter of days. Then I heard nothing at all.

I was a little worried when a month rolled by, so I called up Sennheiser on Monday. I spoke with a person in their service department, Mary Jo, who was extraordinarily polite and helpful. I explained my whole situation, mentioning the return receipt and the like. She couldn’t find any record of my headphones though – very troubling – and visions of having to Get Mad to get results started popping into my head. But before that could happen, Mary Jo said, “No problem. We’ll mail you out a new pair.” She also asked if I could fax over the return receipt, which I did the next day.

Here’s the best part: when I got home the next day I found a brand new pair of earbuds waiting for me at my doorstep! And they work perfectly.

How great is this, really? Not only did Sennheiser stand behind their product, but once they realized that they made an error in handling my warranty claim, they did everything they could to make it better. Overnighting the new pair was an enormously smart and kind move on their part, and I’m a happy customer once again.

All in all, I have no reservations recommending their products to anyone – particularly knowing they have great service behind them, too. Nice job!

Posted in Consumer Commentary

Ryan October 24, 2008, 3:00 pm

Yay for Sennheiser!

Paul January 25, 2010, 7:05 pm

I’d like to point out for posterity that my Sennheiser earbuds have crapped out; again, the bass is painfully clipped and unlistenable.

Very disappointed, given my happiness with their full-size headphones.

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