mister__big

I'm done with Shure. Their "customer service" completely reeks of sheer incompetence and ineptitude. After waiting for a reply from Dan from Shure USA for a whole week (while sending him reminder emails nearly daily), I still have not received any response. Finally I fire off another email to both service@shure.com and support@shure.com, and I received the following canned response from them: ******* Technical support for customers in Asia, Australia, New Zealand, and the Pacific region is handled by Shure Asia. A copy of your email inquiry has been sent to Shure Asia at: techsupport@shure.com.hk Please send subsequent email about this inquiry directly to Shure Asia. To contact Shure Asia: Shure - Sitemap - Looking for Something? ******* So not only did they not read my complaint (I had ALREADY contacted Shure Asia), they are basically giving me the good ol' runaround and refusing to acknowledge the problem. This is one of the worst "customer service" I have ever seen from a major company and to me it shows that Shure basically couldn't give a crap about their customers. On the opposite end of the spectrum, I sent a question to Westone via Twitter and not only did I receive a response quickly, Lynn Kehler (the CEO of Westone) personally replied to me as well. And I hadn't even bought anything from them! I'm seriously considering buying a Westone UM3X (to replace the E500) now after seeing their customer service in action. In conclusion, Shure will never receive my business ever again, and I will be sure to tell everyone whom I recommended Shure to previously about this incident. I used to be a Shure supporter (as evidenced by me owning the E3c, the E4g and the E500), but they have lost all of my goodwill because of their draconian warranty policies and non-existent customer service. I hope potential Shure customers will take notice.

Hi guys, as a long-time Shure user (having bought the E3c, E4g and the E500s), I'm very disappointed that Shure has refused to repair my E500 (still in-warranty) which has a split wire at one of the earphones (a well-known problem to Head-Fiers). The reason Shure refused repair? Because I had bought it on eBay and not from "an authorized Shure distributor" even though Shure's website claims ALL products manufactured by Shure are covered by their warranty. Here's the correspondence between myself and Shure: To: Shure USA Service and Technical Support CC: Shure Customer Service Hong Kong Dear Sir/Madam, I would like to make a formal complaint about the refusal of Shure Hong Kong to service my faulty, in-warranty E500s. I have a faulty E500 where the cable at the earphone has split. I did some research on Head-Fi.org and found that this is a problem well-known to Shure. As I am currently living in Singapore, I contacted Shure HK about how I could return the earphones to Shure for repair. The correspondence between myself and Elaine of Shure HK is provided below for your kind reference. In summary, Shure HK has refused to repair my E500s on the grounds that the earphones were purchased on eBay and not from "an authorized reseller". To me, this does not seem like an acceptable reason to refuse service. I looked up Shure's "Complete Warranty Policies" online (Shure - Warranty Policies) and nowhere does it state that only products purchased from Shure distributors would be eligible for warranty. In fact it says right at the top that "ALL PRODUCTS MANUFACTURED BY SHURE INCORPORATED FEATURE A LIMITED TWO-YEAR WARRANTY." Even though my E500s were purchased on eBay, I'm sure (no pun intended) they were still manufactured by Shure. I have purchased many items from eBay in the past and had to return some of them to the manufacturer for repairs. Never have I encountered such a problem where the manufacturer refused to accept responsibility for repairing the product just because the item in question was purchased on eBay. In fact, when my second-hand MacBook Pro died, I sent it into Apple for repairs and they took it in without even asking for the receipt. From what I heard about Shure, I had expected the same level of service from Shure as well. I had also previously purchased the E3c and E4g due to Shure's reputation as a company that stands behind its products. Therefore it is very disappointing for me when Shure HK refused to repair my E500s even though it is in-warranty. I would have expected a much higher level of service from Shure, especially considering the E500 is Shure's top-of-the-line earphones. I would like to ask that Shure seriously reconsider its draconian policy on warranty for products purchased from eBay and accept my request to repair or replace my E500s. I have attached the original invoice as well to this email. Thank you for your consideration and I look forward to your prompt response. Sincerely, Henry XXXXXX Begin forwarded message: From: Henry XXXXXX Date: July 27, 2009 11:16:25 AM GMT+07:00 To: "Ho, Elaine" <Ho_Elaine@shure.com.hk> Subject: Re: Repair Enquiry Dear Elaine, I am very disappointed to hear that Shure is unwilling to provide support for your own products. The reason I had purchased the E500 online was because a) I did not know there was a distributor in Singapore, and I had read about many stories online where people had purchased Shure earphones online and received good warranty service when there were problems with their earphones. I have purchased dozens of products off eBay, and some items had to be returned to the manufacturers for exchange/repair due to defects. They were all promptly handled by their respective manufacturers. This is the very first time I have encountered a case where a warranty on a purchase on eBay was not honored by the manufacturer. Even when my second-hand MacBook Pro died, I sent it into Apple who immediately repaired it without even asking for the original receipt. Similarly, since the earphones were manufactured by Shure, I do not see why Shure would not honor the warranty regardless of where it was purchased. It is very disappointing to hear that Shure does not stand by its own products and after purchasing the E3c, the E4g and the E500 over the years, I will no longer consider purchasing any future products from Shure due to Shure's draconian warranty policy. Considering the E500 is supposed to be the flagship product of Shure and the most expensive earphone that Shure sells, this kind of treatment is simply unacceptable. I will also be bringing this matter to the attention of Shure USA and also the online audiophile community as I know there have been many people like me who purchased their Shure earphones through eBay and I'm sure they would not be pleased to find out that their earphones are not covered under warranty. Sincerely, Henry XXXXXX On Jul 27, 2009, at 8:44 AM, Ho, Elaine wrote: Dear Henry, Thank you for your information. According to Shure policy, the 2-year-limited warranty only grants to earphones which were purchased from authorized distributors or resellers. Please be advised that to read and understand the terms and conditions in your warranty card that came with the package. We have checked your attached invoice from e-bay and we confirmed that Seller's ID: bobsound1 is not our Shure authorized reseller in USA. Therefore we are not able to offer any in-warranty service for your purchased earphone. Feel free to contact us if you have further questions. With Regards, Elaine Ho Shure Asia Limited

Hi everyone, this is my first post! My portable rig: 3G 15GB iPod with Vaja iVod case + Shure E3c