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VertigoTX
18
Dec 17, 2016
After much anticipation, I received mine today. Unfortunately, they are defective. The right ear makes a vibrating noise when it plays bass/midbass. It reminds me of the sound that a paper cone woofer makes when it is torn.
Testing out support for my first time tonight. Looking forward to getting them replaced/repaired so I can use them soon.
alanchun1998
34
Dec 17, 2016
VertigoTXwhat's your serial number? So far there are 2 people report the same problem on the right side of the driver.
VertigoTX
18
Dec 17, 2016
alanchun1998I have 01118. I would expect there to be some failure. Interesting that it's the same issue. Hopefully it won't be too difficult to get it sorted out.
alanchun1998
34
Dec 17, 2016
VertigoTXIf you are in US, that should be easy. If you are outside of US, this will be the pain in the a** to get the replacement. Let us know how it play out with MD.
VertigoTX
18
Dec 17, 2016
alanchun1998I'm in the US. I'm sure we'll get it sorted out, but I will return and update afterwards.
SuperHyped6XXGuy
39
Dec 17, 2016
VertigoTXWow that really blows. Hopefully MD ordered extras.
dwane5
292
Dec 17, 2016
VertigoTXi think i dodged a bullet. my serial is 404 :o
hope u get it worked out tho.
tessierpg
Dec 17, 2016
alanchun1998They are guaranteed for 2 years by sennheiser, as written on the box. just send them to Sennheiser in your country, the units are HD650, easily repairable by any sennheiser service centre under warranty.
VertigoTX
18
Dec 17, 2016
SuperHyped6XXGuyThat would be nice. My gut says this is probably a warranty issue instead of an exchange. It's a huge disappointment, but I'm sure it will get worked out eventually. At least I still have my K7xx to listen to in the mean time.
VertigoTX
18
Dec 17, 2016
dwane5I like your serial number. Since the drop occurred, I just felt fortunate to get into it. I was not concerned with what serial number I got. Getting a defective one was a huge dissapointment, but can happen with any product you buy. I'm sure it will get worked out eventually. Just have to wait and see how bad the hassle will be.
VertigoTX
18
Dec 17, 2016
tessierpgGood point! I may not be locked into dealing with Massdrop. Thank you
alanchun1998
34
Dec 17, 2016
tessierpgWell, I would expect he should get another brand new one instead of a repaired one cause he bought it brand new but it didn't work out of the box.
iCeOL8TRAmnesia
132
Dec 17, 2016
VertigoTXTry to take them apart and pop wasnt assembled together properly properly this time. Most likely all the parts are intact(you will see if they are broken) and its just hap hazzard assembly and just one of the plastic clips needs to be popped into place. Improper assembly can often be fixed with no problems.
VertigoTX
18
Dec 17, 2016
alanchun1998That would certainly be my preference for the reason you stated. Was defective from the box.
VertigoTX
18
Dec 17, 2016
iCeOL8TRAmnesiaThis was an interesting idea. So I looked up how to disassemble them and proceeded to do so. I took it all down and inspected the parts. To my eye, I can see nothing wrong. So I put it all back together again. No change. I think the problem is in the driver.
I love how easy that was though.
dwane5
292
Dec 17, 2016
VertigoTXthere have been issues on here with other headphones. it can happen. an di believe they acted fast and quick. i believe they have extra headphones on hand to deal with this type o
VertigoTX
18
Dec 17, 2016
dwane5Thank you for the reassurance. I have no reason to believe they won't take care of me. I'm just looking forward to using them ;)
VertigoTX
18
Dec 18, 2016
VertigoTXI got a response from Massdrop Support. Here is important part:
" For replacement units, this particular vendor asks that you contact their support directly. You can reach them at https://service.sennheiserusa.com/ and they should be able to assist you. "
VertigoTX
18
Dec 18, 2016
VertigoTXFurther info...
I've gone to the site and filled out a request. I was given a UPS label to ship it to Sennheiser in Massachusetts. I was really hoping to simply exchange these with Massdrop. I guess I had hoped they ordered extra to cover issues such as this.
So far, my experiences with Massdrop have all been good. I like the service and will continue to do business with them. That said, I really wish I had just gotten these on Amazon this time. I was about to make this purchase when the Massdrop announcement came out. At this point, the savings has not been worth the wait and extra complications.
In the meantime, I'm still looking forward to getting to really try these out soon. Some quick Google research indicates Sennheisers turn around time is often around a week. I'll drop them off at UPS tomorrow and update this thread when the replacement/repair comes in.
alanchun1998
34
Dec 19, 2016
VertigoTXI hear you. This is the issue when you are dealing with a discount vendor - when problems arise, the savings will not worth the wait and extra complications. But we all have to agree that this is a good deal for a HD650, and I feel sorry that you are the unlucky one to receive a defective unit. Finger crossed for mine as I will get it by 20th. I still believe though, Massdrop should replace a brand new one for you instead of dealing with Sennheiser directly, this is not a warranty claim, this is the product you bought from them that didn't work out of the box.
VertigoTX
18
Dec 19, 2016
alanchun1998I agree and understand what you are saying about the group buy / discount vendor. I'm not upset, just disappointed. I think disappointment is reasonable. Not to imply that you are saying I'm not being reasonable. I also agree that they should simply replace it as it was defective in the package. Oh well, will have it repaired/replaced soon.
alanchun1998
34
Dec 19, 2016
VertigoTXI would recommend you put a simple letter in your UPS package to demand a new one not a repaired one from Senneheiser.
VertigoTX
18
Dec 20, 2016
VertigoTXI have an update, but it's bittersweet.
As I stated last night, Sennheiser authorized a warranty service at no change. They sent me a UPS shipping label, which I printed out this morning. On my lunch break, I dropped it off with UPS to get this process started. In the box was a professional letter detailing my experience and requesting prompt service of a new and tested/working HD6xx/650 headphone. I stated that I don't care about: serial number, color, cable length or connector type. I would just like to be able to listen to them soon.
This evening, I get an email from Harley at Massdrop Support. Harley spoke with his management team and got an exception for me. They authorized a cross shipment replacement of the headphones. All I have to do is ship the defective ones back using the provided shipping label.
Way to go Harley!!!
At this point, I had to process this a bit. I now had a sinking feeling in my chest. Unfortunately, I don't have them any more due to shipping them to Sennheiser. So I emailed Harley to let him know. Hopefully, they can stop the cross shipment.
As I said to Harley in my email, I have to eat crow at this point. Based on internet research, I really didn't think they were going to assist me any further with this request. I was wrong, and I stand corrected. I may not be able to accept the cross shipment, but they offered it.
To all the Massdrop team... thank you for trying to provide a superior customer service when presented with my situation. I doubted you, but I was wrong.
VertigoTX
18
Jan 4, 2017
VertigoTXAnother update...
Over the holidays, the replacement from Massdrop came in. I've not opened it since I still have to wait and see what Sennheiser is going to do.
Today Sennheiser called. They have opted to give me a new replacement rather than repair it. They don't have any of the Massdrop HD6xx in stock, so they are sending me their version of the HD650. They should ship out tonight. Hopefully, my next update will be my last, and I'll be able to report that everything is resolved.
LforLust
14
Jan 4, 2017
VertigoTXHere I got mine, and it's the left driver which is faulty right out of the box. Now, being in the Asia region, let's see how Massdrop chose to settle mine, as it's a pain to deal out of US market.
alanchun1998
34
Jan 6, 2017
VertigoTXTake the HD650 and return the hd6xx back to MD! congrats! Best deal ever for a official HD650! Now it's worth the hassle, right?:)
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