Shure Customer Service- Great job!
8:01 pm April 8th, 2007 by Sal Cangeloso
I have using using a pair of Shure E3c earphones for a bit over a ear now and I think they were my best purchase of 2006. I spend a lot of time listening to music on-the-go and I have really appreciated the added sound quality, comfort, and stability of the Shure earphones. They sound great, they don’t fall out, and they have been able to take the beating that comes with everyday use.
Well, about two weeks ago I noticed the there were breaks in the rubber coating on the wires half way between where it splits from on cable to two and the two earpieces. This had not caused an problems with the sound quality but I was afraid that eventually one would fatigue and break. I did some research and this does not seem to be a common problem. When I could not device a good fix on my own I shot an email to Shure’s customer service.
The E3cs have a 2 year warranty so after some talking with their rep and sending over a few pictures of the problem he told me to send them back. I was not sure if it was for repair or inspection or what, but 6 days later they sent me a brand new pair of earphones, sealed in their retail packaging! I was pretty surprised given that it seend like this would be something they could fix.
The rep was very courtesy, even after hearing from me multiple times on the first day (when I was trying to figure out if they could be fixed or not) and not only was quick to respond to email but when I sent the package in he had me put it to his attention. This may be common practice, but it seemed like a great way for him to follow up on the problem and for the company offer up some real accountability.
Overall, Shure and their tech support team exceeded my expectations. I know they make great gear, but to then offer a 2 year warranty which they actually back up really won me over. There are a lot of good earphones on the market and Shure’s are not the cheapest (especially considering how small and easy to lose earphones are) but they have earned my support as a customer. This is not just because I got a new pair of earphones (though that doesn’t hurt) but I was impressed with their fast responses, quick return shipping, and willingness to help.
That kind of service and p2p accountability is so rare, it is worth a separate entry, as you have so excellently done. Thanks for the product/company review. I’ll look no further (and it’s about time I replaced mine).