A community for discussion around all topics related to headphones and personal audio.
Basically you used click bait tittle and are throwing a fit, because you bought something from another country. "Yes United States isn't Canada" Don't like how the company is handling it.
Then next time buy something locally that way you can go in and physically demand a new product. Then when they refuse and give you a refund. Then you can throw your tantrum in person.
This 100% ⤴️
Title is clickbait. Drop is indeed honoring warranty. They ate supposed to provide warranty within US.
I absolutely will not consider "honoring warranty" when they tried to SCAM the OP with the false claims that the product isn't under warranty. At the end they kind of did - but with the initial conversation basically ends the conversation about how they honor the warranty. They don't.
Bro they’re offering you a full refund. Come ‘on this is hardly some scandal. 🙄
Running into the same issue.m, sans headphones (mic is not working. Less than 6 months of use.) I won’t ever be buying from Drop again. It’s the second time I’ve had issues with them.
Show the emails
I JUST bought something from them...
I bought my 58x jubilees from them years ago. They've been through hell and back and still work like a dream. If they would've gone out during the warranty period i and most people would be alright with a refund. I dont see an issue here your being a drama queen. This is the risk you assume when you buy things internationally of course they arent gonna refund customs and vat lol. If you've got a problem with how they handle warranties take it to a headphone repair shop and pay for the repairs.
Well many products say manufacturers warranty included you can get in touch with epos and they will likely give you a different solution to your inquiry, maybe one that you'll actually like, I bought a pair of 99 noirs and the Customer service from meze más excellent on every aspect, maybe epos will replace them with a similar product like meze did for me, no cost.
Nah this is garbage. Good job reporting it.
This headset isn't it. I recommend getting the refund and getting something else.
It's average in every way and has a killer clamp. Took like a year to loosen up. Idk how every reviewer was singing praises about this headset
They are honouring the warranty and offering you a full refund, it's not their fault that you ordered from a country that would imply paying customs fees for the item upon arrival.
Seems fair to me, they offered a full refund. Yeah it would be nice if they also refunded the shipping costs but you can't expect them or any storefront to pay for customs.
They are offering a full refund with a prepaid shipping label. What's wrong with that?
just do Option B in your very last screenshot. at least you can just buy a brand new unit rather than sending it into the shop and getting it repaired
Not sure why they wouldn’t just send a replacement if they have them in stock. That aside…
Saying they won’t honor the warranty is a bit misleading since they’ve offered multiple options, just not the one you want. They absolutely will honor the warranty by offering you a full refund; that’s pretty standard.
OP is contradicting himself. So his post recommends to not buy from Drop. And then he wants to keep Drop product, instead of full price refund that is offered by Drop.
If you dislike Drop that much, take the full refund offer. That is like using the product for free for 2 years. Then buy another headphone from somewhere else. Oh, but then you want PC38X for its value.
Except that with the refund I wouldn't be able to buy a new pair because of no sale, duties, and shipping (Canada).
I don't understand why they won't send a new pair that they have in stock. I will happily pay to send them back the defective one in exchange.
EDIT: And yes, they offered 'multiple' options - but a $20 credit or $15 refund are pretty damn crappy options
Their "replacement inventory" likely consists of refurbished units, and that's what they don't have inventory of.
Why can't they just refurbish his and give them back then?
drop is not the one completing the repairs, manufacturermay not be able to repair that model or have not gotten to it yet
Warranty Replacement Refurbished is pretty standard practice for computers and electronics.
It's appalling practice though.
If I pay for new goods I don't expect used/secondhand. I want it to last as long as possible because it makes limited budgets stretch further to buy more things.
It's kind of fair for warranty replacements since the unit that is being replaced will have been used for some time. It still depends on the build quality though, some things like Hifiman are known to die randomly no matter how careful you are.
That said, most retailers will provide you a new replacement if they don't have refurbished units in stock. Drop are being assholes in this case because OP bought the headphones at a discount, so they get more profit by refunding OP's purchase and selling a new unit at full price than replacing it with a new unit.
Except my used shit =/= somebody else’s used shit. Entirely different value. It’s like eating a burger that you’ve spat on vs eating a burger that some other random person has spat on.
I would expect a reputable company that is sending out refurbished products (as warranty replacements or otherwise) to ensure those products are in a usable condition before sending them out. Buying a used product privately from the previous owner is a different matter. Of course, all of that applies only to products that actually retain a significant amount of their initial value after being used, which headphones do whereas partially eaten food does not.
This is disgusting
What's the problem? They're offering you a full refund, sounds good to me
They want a replacement since they bought them on sale.
Between the price difference, shipping, and customs, I would end up spending considerably more out of pocket.
The other problem is that they first tried to weasel their way out of it by falsely claiming the warranty does not apply
Get a refund, and then buy something else.
Problem solved.
Dude learns his country is small and shipping is expensive lol.
I’ve never had a problem with returning stuff from drop. Drops where I learned about how bad hifimans stuff are lol. I had to return 3 headphones multiple times. All with noticeable defects. They never gave me a hard time.
They literally tried to claim (a) that the warranty is expired - when it's not and that (b) it's out of stock - when it's not.
Ignoring the other stuff, doesn't that seem what would be 'a hard time'?
Sometimes people make mistakes, or particular individual employees are problematic.
I had a fucked up experience with a hyper-x keyboard warranty, and then 10 days later I called them again, and got their manager. Manager literally apologized for a half hour, and explained the whole series of events which lead to the problem, and gave me a replacement without me sending the original back.
The idea of Massdrop was you give up a whole bunch of consumer rights for a good deal.
This isn’t mass drop anymore. These headphones aren’t a group buy. Times have changed, so shall the circumstances surrounding defects.
For all intents and purposes this is just a normal retailer.
That and waiting a lonnnnngggg time to get anything you ordered
Drop hardly uses the group buy model anymore. Their popular products are sold as a typical store does. At the same time, in the keyboard space which drop is also big in, there are plenty of vendors using the group buy model who do offer better consumer protection and customer service despite having much less capital.
They are honoring the warranty by offering you a full refund. You lied in your title.
That was after many back and forward e-mails. They first attempted to claim they were out of warranty, and there's nothing they can do.
Honoring it would be replacing them, which they acknowledged in their e-mail. But then they tried to claim that there's no stock - even though there clearly is.
have been wary of them for years now, always been downvoted
Drop fucking sucks. My cable for my 6XX died and they wanted me to send the entire unit back for a replacement instead of just sending me a cable, or sending me the money to buy a replacement myself.
For keycap sets that ship missing a cap, drop is known to request the entire keycap set to be returned instead of just sending you the missing cap. No decent vendor does this.
All that you mentioned above is perfectly normal.
Yeah, normal for vendors with shit customer service…
Also you have no idea what you’re talking about. Every good keyboard vendor will send you the missing keycaps you need without requiring you to send the rest back.
DROP is not a keyboard vendor, sport. It's like hoping Amazon will send you a single vinyl record because one third of the deluxe set you bought was scratched.
fuck these drop shills acting like you’re somehow in the wrong for wanting a working product
at some point maybe you just chargeback and try to get your pc38x fixed third party. fuck drop
Drop did kinda the same to me a year ago. They sold me 6 variations in an artisan keycap series as a bundle ($180) but I receive two duplicated variations. Their customer support respond like this:
I could totally get it why are they doing all these acrobatic maneuvers in business sense. But come on, that's jeopardizing customer trust and loyalty for very little gain.
Can you not go to whoever you pay customs to in Canda to get a refund? Here in the UK I'm pretty sure you can claim back VAT/Customs charges you've paid to couriers when it first got delivered. Not the quickest route, though.
That said, I'm not a massive fan of Drop myself. I was one of the unfortunate people who bought into the Drop Panda, a product they dropped after like a year or something. Leaving most people with broken products. Fortunately mine did keep working, but they didn't deliver on any of their promises, like their app, nor was their aptx adaptive codec(which was originally meant to be low latency) ever useable from it.