Venting… is it too much to ask a manufacturer?
Joey_V
Posts: 8,549
Is it too much to ask a manufacturer to be more responsive??
I have been talking to sennheiser since early November after Dallas Canjam. In that month, what would’ve taken me 2 days to discuss via email with any normal person reselling a high end piece on audiogon, has taken me about a two months with Sennheiser.
This has been my attempt to purchase the Sennheiser HE1… they first directed me to a sennheiser special acquisition team. That took about 2 weeks. Then every email response takes literally 48 to 72 hours. At first it seemed interesting… maybe even elitist. But now it is just downright hair rippingly annoying.
How is it that it is so difficult to just sell a product? I can’t imagine a line out the door buying these HE1.
I am literally this close to giving up and just buying used. Worst presale experience ever.
Just venting
I have been talking to sennheiser since early November after Dallas Canjam. In that month, what would’ve taken me 2 days to discuss via email with any normal person reselling a high end piece on audiogon, has taken me about a two months with Sennheiser.
This has been my attempt to purchase the Sennheiser HE1… they first directed me to a sennheiser special acquisition team. That took about 2 weeks. Then every email response takes literally 48 to 72 hours. At first it seemed interesting… maybe even elitist. But now it is just downright hair rippingly annoying.
How is it that it is so difficult to just sell a product? I can’t imagine a line out the door buying these HE1.
I am literally this close to giving up and just buying used. Worst presale experience ever.
Just venting
Magico, JL, Emm, ARC Ref 10 line, ARC Ref 10 phono, VPI, Lyra, Boulder, AQ Wel, SRA Scuttle Rack, Bluesound
Comments
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Only you Joey! -
Alea jacta est!
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After seeing the price tag of that thing on your other thread… if it were me I’d be taking my money elsewhere out of principle. Also, if you have any problems, is the response time going to be the same? F that.
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That's for the general public. Not Joey. They probably had a 737 full of engineers and equipment loaded up to show up at his door for the sale. But then...
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It’s available
You have to know who to contact or atleast be sent in that direction from a sennheiser rep. They virtually handed me over to an he1 rep to handle questions regarding the piece.CottageChz wrote: »After seeing the price tag of that thing on your other thread… if it were me I’d be taking my money elsewhere out of principle. Also, if you have any problems, is the response time going to be the same? F that.
Lifetime warranty… but yeah my last email was point blank - do I get white glove service post sale or is it like how it is presale? Cuz this ain’t right.
Magico, JL, Emm, ARC Ref 10 line, ARC Ref 10 phono, VPI, Lyra, Boulder, AQ Wel, SRA Scuttle Rack, Bluesound -
Is it too much to ask a manufacturer to be more responsive??
This has been my attempt to purchase the Sennheiser HE1… they first directed me to a sennheiser special acquisition team. That took about 2 weeks. Then every email response takes literally 48 to 72 hours. At first it seemed interesting… maybe even elitist. But now it is just downright hair rippingly annoying.
Hate to say it, but this is the reality of big corporate vs more boutique hifi manufacturers. They probably make more profit in a week from BT headphones at Best Buy or HD 600/650s at Guitar Center then they will make from you buying the HE1. Products like that are built more as an advertisement then they are a profit center, because people will buy HD series headphones from "the guys the make the pinnacle of headphones." It's a show pony more than it is a product.
Wiki says they have over 2000 employees. I'm willing to bet the 2-3 engineers and builders of the HE1 are busy being placed back on projects cranking out some $200 headphone design. And they probably have 1 sales guy. He's probably also the sales guy that handles the press, marketing, and sales of the HD 800 series. And as much as he probably makes a nice profit off the HE1, it likely is a drop in the bucket compared to getting HD800s into a new retailer.
They are a dealer sales company. The last thing they actually want is to deal with a customer directly. That's what Best Buy, Sweetwater, Amazon, etc are for.
If you do acquire these, I would have a discussion about authorized repair centers before you commit. I'm willing to bet that if you have an issue, they are going to have you drop it off at "Bob's computers" in some industrial park. Same place they'd have someone take a soundbar or an HD600 for warrantee work.
I saw this exact thing when I worked at Harman. In the "pro" division they fully dedicated to "pro-sumer" products. They would rather sell 3 million JBL 305p sets ($300) than a single pair of the Everest DD67000 ($80K).Analog: MoFi MasterTracker > MoFi UltraDeck > Sutherland 20/20
Digital: Cambridge CXC / Streaming > Cambridge CXN v2
MastersounD Dueventi > Rosso Fiorentino Certaldo or Arcam rHead > Hifiman HE4XX
Discogs -
Hard to say, Joey, but according to their annual report, sales are on fire 🔥.
Other than a dip during 2020, sales grew by 21% in 2021 and 26% in 2022, recording revenue of €470 million (over $500 million). 2023 figures are not known. Maybe they’re just overwhelmed with orders? 🤷♂️
Compare that with Masimo which has guided for non-medical revenue just under $800M, which will be a decrease Y/Y of 4-6%.
The only comparison I can make are my wife’s saddlery purchases from France. These are hand made saddles for competition horses built to order after individual, on site measurements of both the rider and the horse. The quality is superb, and so is the service, for the lifetime of the equipment, which is usually similar to the lifetime of the horse before it moves to the used market. They have representatives here in the 🇺🇸 permanently, and nobody in competition or qualifying for the Olympic team would use them if they were not responsive, but that has an obvious cost, spread over the number of buyers in the region of each representative.
So yeah… you can vent. Not sure what I’d do in your shoes. If the quality is truly unique, then yes, I’d probably wait it out. You wouldn’t even need all the fingers on one hand to list the similar level craftsmanship competitors of the French saddleries.Alea jacta est! -
displayname wrote: »If you do acquire these, I would have a discussion about authorized repair centers before you commit.
No doubt! I would be very leery of purchasing something anything from a company that doesn't even have service before the sale. That's a very strong indicator (to me) of what one would expect for service after the sale.
Tom
~ In search of accurate reproduction of music. Real sound is my reference and while perfection may not be attainable? If I chase it, I might just catch excellence. ~ -
59000 dollars? They are probably doing an extensive background check on you to make sure you aren’t clinically insane before selling to you for that money.2 Channel in my home attic/bar/man cave
2 Channel Focal Kanta 3 I Modwright SWL9.0 Anniversary Pre I Modwright PH9.0X I Modwright KWA-150SE I VPI Prime Signature w/ Soundsmith Zephyr MIMC I Lumin U2 Mini I North Star Designs Intenso DAC I Audience OHNO ICs/Audience Furutech FP-S55N and FP-S032N Power Cables/Acoustic Zen Satori I Isotek Sirius -
Joey has a wire few can reach.
Speakers: Polk Lsim, ATC SCM19 v2, NHT SuperzeroSpeaker Cables: DH Labs, Transparent, Wireworld, Canare, Monster: Beer budget, Bose ears -
Maybe they want the $10K deposit first before answering questions. Germans can be sticklers for rules.
Or it could just be holiday season. They don't seem to be eager to sell though, which may just be because it's a miniscule part of their overall business and they have enough orders to keep the two or three assembly guys busy. -
I guess you'll just have to put that $70k in your kid's college fund instead. BORRRRING!
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Stuff like you are trying to buy would be like Polk having a mad scientist in engineering who was cranking out 150k 1.2tl reference speakers, 1 pair a year.
Super low priority and if you want them you can wait- Not Tom ::::::: Any system can play Diana Krall. Only the best can play Limp Bizkit. -
Maybe they don’t want their headphones relegated to repeats of “Baby Shark”…The Gear... Carver "Statement" Mono-blocks, Mcintosh C2300 Arcam AVR20, Oppo UDP-203 4K Blu-ray player, Sony XBR70x850B 4k, Polk Audio Legend L800 with height modules, L400 Center Channel Polk audio AB800 "in-wall" surrounds. Marantz MM7025 stereo amp. Simaudio Moon 680d DSD
“When once a Republic is corrupted, there is no possibility of remedying any of the growing evils but by removing the corruption and restoring its lost principles; every other correction is either useless or a new evil.”— Thomas Jefferson -
I am not into headphones in the least, but the reviews of the HE-1 seem to come to the conclusion that overall, the Orpheus HE-90 is better overall, and it is far cheaper these days....
https://www.ebay.com/itm/256183834523?hash=item3ba5bf179b:g:RIoAAOSwK7Nk27Xx&amdata=enc:AQAIAAAA4IrGgYzcjdLp/ZU5r02lMXIeWV+vOT+HttBJB9OFlo0AjG08TDKCP3nUH+e4L+M6iaTA5qHwrMelaL/Hxo+XPa996BkFdl0Tok3RxwHzq7oujUkAogG+sSXz1svdQRg6YDJyZgjCNzff46/tMfrJBA3YKCtYqS+O0GlquLxaOvTUyYSAyKjODjgJfOUG4jm/QTXCfg5OCT7UJJchUdhUxTRX2od+zXXPWvbu+m3JIcgIYdJBwCoShR/LO6u9qAyB0PTn+MPd/ERcqnFxtTzjQll8bW0+PQBxUiYkaPjsuLRy|tkp:Bk9SR9CQ28qeYw/
This is the complete set....
https://audiophilestyle.com/classifieds/item/1558-sennheiser-orpheus-he-90-headphones-hev-90/The Gear... Carver "Statement" Mono-blocks, Mcintosh C2300 Arcam AVR20, Oppo UDP-203 4K Blu-ray player, Sony XBR70x850B 4k, Polk Audio Legend L800 with height modules, L400 Center Channel Polk audio AB800 "in-wall" surrounds. Marantz MM7025 stereo amp. Simaudio Moon 680d DSD
“When once a Republic is corrupted, there is no possibility of remedying any of the growing evils but by removing the corruption and restoring its lost principles; every other correction is either useless or a new evil.”— Thomas Jefferson -
God bless you! I can't even fathom that kind of expense! @Joey_V If you ever need your couch cleaned, let me know! I'll be happy to do it if I can keep any loose change I find...Sources: Technics SL1200MKII | SME3009 Tonearm | Monster Alpha 1 MC cartridge | Oppo UDP203 disk player | Nikko NT-790 analog tuner | Musical Fidelity Trivista 21 DAC | Preamp: Threshold SL-10 | Amplifier: Threshold Stasis 2 | Speakers: Snell Acoustics C/V | Kimber 12-TC bi wire speakers | Analysis plus Oval 1 preamp to amp | Wireworld Eclipse 7 DAC to Preamp | Wireworld eclipse digital IC Oppo to DAC | Audioquest Quartz tuner to preamp |
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nooshinjohn wrote: »I am not into headphones in the least, but the reviews of the HE-1 seem to come to the conclusion that overall, the Orpheus HE-90 is better overall, and it is far cheaper these days....
https://www.ebay.com/itm/256183834523?hash=item3ba5bf179b:g:RIoAAOSwK7Nk27Xx&amdata=enc:AQAIAAAA4IrGgYzcjdLp/ZU5r02lMXIeWV+vOT+HttBJB9OFlo0AjG08TDKCP3nUH+e4L+M6iaTA5qHwrMelaL/Hxo+XPa996BkFdl0Tok3RxwHzq7oujUkAogG+sSXz1svdQRg6YDJyZgjCNzff46/tMfrJBA3YKCtYqS+O0GlquLxaOvTUyYSAyKjODjgJfOUG4jm/QTXCfg5OCT7UJJchUdhUxTRX2od+zXXPWvbu+m3JIcgIYdJBwCoShR/LO6u9qAyB0PTn+MPd/ERcqnFxtTzjQll8bW0+PQBxUiYkaPjsuLRy|tkp:Bk9SR9CQ28qeYw/
This is the complete set....
https://audiophilestyle.com/classifieds/item/1558-sennheiser-orpheus-he-90-headphones-hev-90/
But that one won't match his new wall sconces. -
Very frustrating, man. I'd walk away myself.SystemLuxman L-590AXII Integrated Amplifier|KEF Reference 1 Loudspeakers|PS Audio Directream Jr|Sansui TU-9900 Tuner|TEAC A-6100 RtR|Nakamichi RX-202 Cassette
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Got a response
Seems like I might not be able to pick the serial
I wanted it to be 523
Booo
They did say lifetime warranty and they would provide demonstration units if they ever have to take in the unit for service
No warranty on a preownedMagico, JL, Emm, ARC Ref 10 line, ARC Ref 10 phono, VPI, Lyra, Boulder, AQ Wel, SRA Scuttle Rack, Bluesound -
So irritated just now.
After committing to a deposit, sennheiser just emailed me. They cannot guarantee a delivery date on the HE1.
Extremely annoying…Magico, JL, Emm, ARC Ref 10 line, ARC Ref 10 phono, VPI, Lyra, Boulder, AQ Wel, SRA Scuttle Rack, Bluesound -
So irritated just now.
After committing to a deposit, sennheiser just emailed me. They cannot guarantee a delivery date on the HE1.
Extremely annoying…
Told you, more of an advertisement than a product.
I'm very curious, did they try to suggest a different product in their lineup?Analog: MoFi MasterTracker > MoFi UltraDeck > Sutherland 20/20
Digital: Cambridge CXC / Streaming > Cambridge CXN v2
MastersounD Dueventi > Rosso Fiorentino Certaldo or Arcam rHead > Hifiman HE4XX
Discogs -
You are buying what is essentially a bespoke, one-off product. Did you expect them to drop everything and cater to you? If you order a Ferrari or Rolls Royce one-off, they are going to tell you the very same thing. “Thank you for your order. Once we have everything in place to complete your special request, you will be further updated.”So irritated just now.
After committing to a deposit, sennheiser just emailed me. They cannot guarantee a delivery date on the HE1.
Extremely annoying…
The Gear... Carver "Statement" Mono-blocks, Mcintosh C2300 Arcam AVR20, Oppo UDP-203 4K Blu-ray player, Sony XBR70x850B 4k, Polk Audio Legend L800 with height modules, L400 Center Channel Polk audio AB800 "in-wall" surrounds. Marantz MM7025 stereo amp. Simaudio Moon 680d DSD
“When once a Republic is corrupted, there is no possibility of remedying any of the growing evils but by removing the corruption and restoring its lost principles; every other correction is either useless or a new evil.”— Thomas Jefferson -
nooshinjohn wrote: »
You are buying what is essentially a bespoke, one-off product. Did you expect them to drop everything and cater to you? If you order a Ferrari or Rolls Royce one-off, they are going to tell you the very same thing. “Thank you for your order. Once we have everything in place to complete your special request, you will be further updated.”So irritated just now.
After committing to a deposit, sennheiser just emailed me. They cannot guarantee a delivery date on the HE1.
Extremely annoying…
Not drop everything. But to have service commensurate to the price and product offered.
I expect a team with a close pulse with the manufacturing side so as to not take me through a two and a half month email exchange only to tell me, “oops - we are so sorry, but we cannot guarantee delivery so we cannot fulfill the order you just placed. We just found out we have some component availability issues.”Magico, JL, Emm, ARC Ref 10 line, ARC Ref 10 phono, VPI, Lyra, Boulder, AQ Wel, SRA Scuttle Rack, Bluesound -
displayname wrote: »
I’m probably going to go with the Stax X9000 while I wait. I’m just very disappointed in what should be a good experience.
Magico, JL, Emm, ARC Ref 10 line, ARC Ref 10 phono, VPI, Lyra, Boulder, AQ Wel, SRA Scuttle Rack, Bluesound -
Amplifiers: Norma IPA 140, MasterSound Compact 845, Ayre v6xe, Consonance Cyber 800
Preamp: deHavilland Ultraverve 3
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Power Cables: Argento Organic Reference, Synergistic Research Foundation 10 and 12 ga.
Digital cables: Crystal Clear Magnum Opus 2 bnc, Tellurium Q aes, Silnote Audio Poseidon Signature 2 bnc
Puritan PSM156 -
Truly bizarro world.
Sent he1 team an email, to notify me when it’s back in production.
Auto response:
“We contracted covid at 2024 CES, pardon any delay in replies.”
Magico, JL, Emm, ARC Ref 10 line, ARC Ref 10 phono, VPI, Lyra, Boulder, AQ Wel, SRA Scuttle Rack, Bluesound -
Time to move on.Political Correctness'.........defined
"A doctrine fostered by a delusional, illogical minority and rabidly promoted by an unscrupulous mainstream media, which holds forth the proposition that it is entirely possible to pick up a t-u-r-d by the clean end."
President of Club Polk -
Time to move on.
Easier said than done, I really really liked the sound. Maybe a used one will pop up in the meantimeMagico, JL, Emm, ARC Ref 10 line, ARC Ref 10 phono, VPI, Lyra, Boulder, AQ Wel, SRA Scuttle Rack, Bluesound
https://www.youtube.com/watch?v=e8iK56cd0v4