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Showing 1 of 26 conversations about:
dothewubs
9
Jul 24, 2018
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If you want any sort of customer service I would stay away from AAW. If you look at their past drop for the AAW A3H Pro there are a lot of people complaining about being unable to contact them for repairs or missing items in their orders. Save yourself the hassle and go for some other iem at this price point.
Jul 24, 2018
kevin_aaw
124
Jul 24, 2018
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dothewubswell as far as we know, all repair and refits for the A3H Pro drop has been handled. It is the nature of ciem ordering process, there are a lot of communation and shipping going on and we take our customer service seriously. So honestly I have no idea what you are talking about:p
Jul 24, 2018
dothewubs
9
Jul 24, 2018
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kevin_aawYou not knowing what I am talking about is worrisome. A cursory look through the A3H drop comments should be enough. How long did it take you to send out the usb-c Capri cable for that drop?
Jul 24, 2018
GL1TCH3D
275
Jul 24, 2018
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dothewubsI had absolutely horrendous service with both JH and Noble for 1k+ products. People still buy and enjoy their products ;)
Jul 24, 2018
dothewubs
9
Jul 24, 2018
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GL1TCH3DIt sucks that you had a bad experience with JH and Noble. I think that calling companies out for bad customer service is important because they either improve it or lose potential sales.
Jul 24, 2018
kevin_aaw
124
Jul 24, 2018
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dothewubs Typically posters rarely visit back to their comments to reflect the result of how we solved the mentioned issues, which is typical and happens a lot. It is impossible to draw a complete conclusion from a list of comments, isn't it? Whereas we have complete records showing status of each ticket and each order of CIEM. So yes, I have no idea what you are talking about on this particular point. The Capri USB-C situation we admit it that it was premature to include in that drop, the development and testing of the USB-C version hit roadblocks shortly afterwards, and we informed the participants about it. There was no point sending out products that has known issues. Initial batch was sent later last year and we have only recently completed a newer version of it supporting 24bit/192kHz. However, there is still issues concerning compatibility with the variety of Android devices available. As far as we know, only Shure developed a similar device and they actually are facing similar issues regarding this and there are delays too. Make no mistake, Capri is no regular DAC/HPA, it has 2 way communication with Android OS, most usb DACs only do one. That's why you can make phone call and recording with it. The level of complexity in development is on a different level to make it compatible with so many android brands on the market. We did the hardware and software development of Capri fully in-house and we invested heavily for the proprietary coding work. All in all, if you think less of us because of this, it is fine. We did our best doing what we could. Matter of fact the response on the USB-C device is lackluster at best right now. We are rethinking the approach on USB-C, and maybe it really isn't the right solution or path for us. It is sad to even think maybe the audiophile crowd are really going for the wireless route. We will review it after feedback on the current batch is in, and if it really doesn't take off, dropping it completely isn't off the table.
Jul 24, 2018
dothewubs
9
Jul 24, 2018
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kevin_aawI'm glad you admit that there were problems with that drop. Unfortunately you charged people money for something that was "premature to include in that drop." Furthermore how long after the drop was complete did people get their cables? The thread on people not receiving their cables is still up there with no official comment from you. Maybe thats something you could officially address there
Jul 24, 2018
Yakov
1420
Jul 24, 2018
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dothewubsIf you kept track of their Kickstarter you could see the timeline of the process. This is an idenpendent company and for them to do something that big takes a lot of RnD.
I'm a happy AAW customer.
Jul 24, 2018
dothewubs
9
Jul 24, 2018
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YakovNothing prevented them from updating people on the massdrop page or even answering emails, which they did not not. The kickstarter is news to me, they never mentioned it when they charged us on massdrop.
Jul 24, 2018
kevin_aaw
124
Jul 25, 2018
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dothewubsI will be amazed if we don't answer emails and somehow survived so long lol. We have emailed all drop participants through the contact MD provide to us and shipped every single cable as soon as they became available. There were a couple of ppl who did not answer our emails nor pick up our calls, however it is just flat out impossible to do customer service on a discussion board. You can't match identities nor do it without revealing private information. Anyways I would let my case rest here. I am here to answer any question regarding this drop though. Anyone is welcome to drop us a message or email us at support@aaw.me
Jul 25, 2018
FrostyP
502
Jul 27, 2018
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dothewubsJH having terrible customer service is old news. If you're not at least a famous as Slash JH Audio doesn't care about you
Jul 27, 2018
stormmilk
90
Jul 30, 2018
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FrostyPI dealt with JH audio a couple of years ago, because I didn't know if I had damaged my JH16 while trying to clean the bores. JH audio didn't seem to care and the answer was more of a copy-paste from their user's manual.
Jul 30, 2018
MyTechTrip
38
Nov 21, 2018
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kevin_aawNot trying to put you on blast, but here's me trying to get a response back for almost 1 month now. So if you can remedy the situation greatly appreciated.
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Nov 21, 2018
kevin_aaw
124
Nov 21, 2018
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MyTechTripI will talk to shiyu about it, in the meantime, another rep has been assigned to you.
Nov 21, 2018
MyTechTrip
38
Nov 21, 2018
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kevin_aawThanks Kevin!
Nov 21, 2018
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