Sennheiser's Response to HD-25 Complaint
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  1. #1
    Tech Wizard
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    Default Sennheiser's Response to HD-25 Complaint

    Hey Folks,

    Just a heads up that Sennheiser do not acknowledge any flaw with the HD-25s.

    Email trail is below if you are interested.

    Dear Sennheiser Staff,

    I write to you regarding my HD 25-1-II (70 Ohms) headphones.

    These were purchased, by me, locally from a bricks and mortar retailer (StoreDJ) on XXXX 2013 in Brisbane, Australia. The tax invoice number is XXXXX.

    In approximately October 2015, I noticed that the signal from the right side ear cup would cut out very rarely. My understanding is that at this point in time the headphones would have been out their warranty period. While the issue was a little bit perplexing, it wasn't problem enough for me to look into spending money for a solution.

    This issue has progressively worsened over time. The last six months with them has been almost intolerable.

    After identifying that the cable wasn't the issue, I started to look for a replacement ear cup assembly to purchase. Although not particularly pleased about having what I consider to be a faulty set of headphones, I accepted that I may have just been 'unlucky', based upon the positive comments and 'industry standard' comments that attach this product. On this basis, I figured they would be worth repairing and that my experience is an anomaly.

    However, as I began to look further on the internet, it became apparent that this issue is absolutely not limited to my anecdote whatsoever; in fact, it is a well known issue. Subsequently, I have not (and will not) purchase a replacement earcup for these.

    The purpose of my email is to express my opinion and ask questions as outlined below:

    1.) While these may only be a $265 pair of headphones, to continually release a product, with a known flaw that renders them useless, is nothing short of outrageous.

    2.) Has the issue been resolved at a manufacturing level? If so, can you please provide me with detail?

    3.) Why have Sennheiser not acted responsibly, and offered acknowledgement of and a voluntary fix for affected units?

    I look forward to receiving your response.

    Kind Regards,
    Emmett

    Dear Emmett XXXX,

    Many thanks for your enquiry. Please note there is no manufacturing flaw with the Sennheiser HD 25 headphones.

    Spare parts for all Sennheiser headphones can be purchased online by visiting https://en-au.sennheiser.com/accesso...apsules--65r--


    Alternatively, if you wish, you can pick up the spare parts directly from our warehouse, (address below) during business hours, Monday Friday, 9:00AM 4:30PM

    Sennheiser Australia Pty Ltd
    Unit 3, 31 Gibbes Street
    Chatswood NSW 2067

    We trust this information is useful. If you need more assistance, please contact our spare parts department on 1800 648 628.




    Regards,

    Sennheiser Service Team

    David Robertson



    Sennheiser Australia Pty. Ltd.

    http://en-au.sennheiser.com

  2. #2
    Tech Guru the_bastet's Avatar
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    How long did you have the headphones before the issue began?
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  3. #3
    Tech Guru deevey's Avatar
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    https://customcans.co.uk/s/s/index.p...-kits-339.html

    Firstly: Does this look like the problem ? Its the only one I can see that affects any number of folks. If yes, its an easy DIY fix if you don't want to buy a whole capsule.

    Secondly: People generally only write something on the internet for complaining. They don't waste time for the most part writing glowing reviews (unless its for an actual review and/or they enjoy it). I see a few threads about the connectors causing issues - but far less than the glowing reports of thousands of HD25 users.

    So in essance, for every 1000 pairs that get sold, there might be one or two similar issues to yours that happens maybe year or more outside of the warranty period. And this issue can be fixed by utilizing readily available spare parts or a quick DIY fix.

    Thirdly: And I mean no offense, but you don't go into any detail in your letter to Sennheiser of what this "known flaw" is, and you don't quote or embed any links to sources .. I'm surprised they answered at all with the lack of information.
    Last edited by deevey; 04-26-2017 at 03:39 AM.

  4. #4
    Tech Wizard
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    Quote Originally Posted by deevey View Post




    https://customcans.co.uk/s/s/index.p...-kits-339.html

    Firstly: Does this look like the problem ? Its the only one I can see that affects any number of folks. If yes, its an easy DIY fix if you don't want to buy a whole capsule.

    Secondly: People generally only write something on the internet for complaining. They don't waste time for the most part writing glowing reviews (unless its for an actual review and/or they enjoy it). I see a few threads about the connectors causing issues - but far less than the glowing reports of thousands of HD25 users.

    So in essance, for every 1000 pairs that get sold, there might be one or two similar issues to yours that happens maybe year or more outside of the warranty period. And this issue can be fixed by utilizing readily available spare parts or a quick DIY fix.

    Thirdly: And I mean no offense, but you don't go into any detail in your letter to Sennheiser of what this "known flaw" is, and you don't quote or embed any links to sources .. I'm surprised they answered at all with the lack of information.

    Hi Deevey,

    Thanks for your response and genuinely appreciate that you are trying to be constructive and direct with yours. As a precursor, I had seen both videos you have posted prior to drafting my email to Sennheiser.

    To respond in sequence:

    1.) Yes. http://forum.djtechtools.com/showthr...t=33769&page=3. I've looked at many other sources too.

    If 'it affects a number of folks', then I don't understand how it is not an issue, irrespective of how easy it may (or may not) be to fix.

    If it is an easy fix, I'm questioning then why Sennheiser's recommendation is to buy new parts as suggested in their email to me. I would have hoped that they would have simply said 'here's the tutorial have a crack at fixing it OR we'll do it for you'.

    Additionally, if it requires disassembly, and there is a high risk of damage to as per JFunk's post referenced above (who as I'm sure you are aware runs Customcans and is the author of the second video you embeded), I think it's unreasonable for the average punter to have to contend with addressing the issue.


    2.) I appreciate and agree with the underlying premise of your comment as general rule of thumb. The problem I have had with my HD 25s is not limited to me, and neither you nor I have the information to note exactly how statistically relevant it is. What I can say, is that that it is enough of an issue for a company who specialises in hd 25 mods to make a tutorial on it, amongst others.


    3.) I thought this was reasonably clear in my email.

    I noticed that the signal from the right side ear cup would cut out very rarely. My understanding is that at this point in time the headphones would have been out their warranty period. While the issue was a little bit perplexing, it wasn't problem enough for me to look into spending money for a solution.

    This issue has progressively worsened over time. The last six months with them has been almost intolerable.

    After identifying that the cable wasn't the issue, I started to look for a replacement ear cup assembly to purchase.


    In terms of Sennheiser's knowledge of what I have called a 'known flaw', the existence of tutorials to address the issue suggests others are aware of it. I also know that I'm not the first person to bring to their attention.

  5. #5
    Tech Guru deevey's Avatar
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    Quote Originally Posted by Emmett View Post
    Hi Deevey,

    Thanks for your response and genuinely appreciate that you are trying to be constructive and direct with yours. As a precursor, I had seen both videos you have posted prior to drafting my email to Sennheiser.

    To respond in sequence:

    1.) Yes. http://forum.djtechtools.com/showthr...t=33769&page=3. I've looked at many other sources too.

    If 'it affects a number of folks', then I don't understand how it is not an issue, irrespective of how easy it may (or may not) be to fix.
    A number of folks being a small amount in the grand scheme of things.


    Quote Originally Posted by Emmett View Post
    If it is an easy fix, I'm questioning then why Sennheiser's recommendation is to buy new parts as suggested in their email to me. I would have hoped that they would have simply said 'here's the tutorial have a crack at fixing it OR we'll do it for you'.
    a) If you screwed up your cans with a suggested DIY fix, they would be to blame (lawsuit)

    No manufacturer is going to suggest that you try and DIY things, none whatsoever.

    b) Most Electronics manufacturers replace parts these days - they do not fix them as a rule

    This is the same of pretty much the entire electronics industry. Repairs can fail and cannot be done without some technical know-how. Replacement is foolproof and lawsuit proof.

    Quote Originally Posted by Emmett View Post

    Additionally, if it requires disassembly, and there is a high risk of damage to as per JFunk's post referenced above (who as I'm sure you are aware runs Customcans and is the author of the second video you embeded), I think it's unreasonable for the average punter to have to contend with addressing the issue.
    Again, they sell the parts to make it easy for you to replace and not screw up (be that at a high price).

    Quote Originally Posted by Emmett View Post
    2.) I appreciate and agree with the underlying premise of your comment as general rule of thumb. The problem I have had with my HD 25s is not limited to me, and neither you nor I have the information to note exactly how statistically relevant it is. What I can say, is that that it is enough of an issue for a company who specialises in hd 25 mods to make a tutorial on it, amongst others.
    If its something that happens outside of warranty, then its really a non-issue for the company.

    The majority of HD25's go years without this problem and when they do, theres replacement parts that can be put in without the need of a service technician.

    Many other headphone companies have issues (Sony v700's stupid hinge!!) and do not provide easy fixes or parts whatsoever, and definitely not outside of their warranty.

    Quote Originally Posted by Emmett View Post

    3.) I thought this was reasonably clear in my email.

    I noticed that the signal from the right side ear cup would cut out very rarely. My understanding is that at this point in time the headphones would have been out their warranty period. While the issue was a little bit perplexing, it wasn't problem enough for me to look into spending money for a solution.

    This issue has progressively worsened over time. The last six months with them has been almost intolerable.

    After identifying that the cable wasn't the issue, I started to look for a replacement ear cup assembly to purchase.


    In terms of Sennheiser's knowledge of what I have called a 'known flaw', the existence of tutorials to address the issue suggests others are aware of it. I also know that I'm not the first person to bring to their attention.
    But you did not quote sources or note that you believe that the spring connector was probably the problem (after your research).

    If you really want to get on their case, document all the persons, videos, links etc. And get some more folks on board to get vocal about it - however as I said, the cans are outside of warranty anyhow, so cannot imagine there is much they would do except point you at the spare parts dept.

    I'm sure they might have heard about it, but to a customer service "ignorance is bliss". Outside of warranty I genuinely feel the best you can hope for is advice on how to fix it and how much it will cost. If you are lucky you might get a technician to diagnose and install the capsule Free of charge (after buying it).

    I've sold hundreds of HD25's when I was working in DJ retail, the return rate was minuscule. It was a given that headphones were either disposable after a year or two (in the case of Sony or Technics) or repairable (at a cost) when you bought Sennheiser. This was back when the connectors used to corrode and cables seemed to fail alot more often than nowadays.

    My iMac's logicboard died one month out of warranty - yes it sucks when something expensive fails out of warranty, I feel your pain. But at least you have 2 options of fixes for yours, one DIY and one Factory authorized.

  6. #6
    Tech Guru Patch's Avatar
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    I understand your frustration, Emmet, but it sounds like you're willing to put more time and effort into getting it fixed for you than you are in fixing it yourself.

    It would bother me too much if I couldn't rely on my 'phones, and I'd just fix or replace 'em ASAP.

    Completely up to you - but if its interfering in your enjoyment of DJ'ing (or hindering you in earning money) then I'd suggest you chalk this up to experience, and take the plunge and try the fix yourself.

    Good luck to you however you decide to play this.
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  7. #7
    Tech Guru the_bastet's Avatar
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    Cans are not meant to last forever. We put them through a lot more abuse than we think we do. It looks like there is a self fix. Do it. Call it a day, or purchase new cans. I was only able to find about 15 people that had the same "known" issue. To me this shows it is a fluke, and not a manufacturing defect.
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  8. #8
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    I had same issue with a brand new set.. I got sick of it, no amount of cable resetting would fix it.. Contacted Senny and sent them in for repair. They were deemed irreparable by their investigation and was sent a new set. Few months later (very little use) it happened again.

    Both sets were pretty much brand new and had not taken any abuse what so ever.

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