Headphones / Headsets / Microphones

[thepredestrian]

Hi everyone, I meant to send this as a feedback to Logitech, but apparently there isnt any 'official' customer support email address for me to send to. So....Im going to post it here and if anyone knows where to direct my feedback to or can be so kind as to forward it to them... thanks in advance. Here goes...

Dear Logitech

I am writing to feedback my discomforting experience with one of your products, the Ultimate Ears earphones.

Ever since I became an Ultimate Ears customer back in 2009, even before Logitech took over, I have had full trust and assurance in the company’s audio quality. However, recent events have made me dismayed—not in the least disillusioned—about the standard of quality Logitech promises to deliver in their products. 

I previously owned the discontinued Superfi.5Pro and currently, the flagship earphone TF10. A perpetual issue I have with both these sets of earphones is the intermittent sound that occurs. Closer diagnosis shows that this discomforting occurrence is due to tension the cable receives near the plastic boot (where it connects to the earphone shells). It goes away when re-adjusted but comes back again after slight movement.

The frailty of the UE cable has been a puzzling issue since. What is worse is that the UE metal case (given as a free accessory in the packaging) appears to be the cause of this issue. It is apparent that the casing is too small to fit the earphones without having the latter being compressed. As a result of this compression, the cable, after a period of time, suffers from over-tension and this has led to the intermittent connection. I am sure this problem is not only faced by me but many other customers as well. This is ironic beyond comprehension—how can it be possible that the metal case provided by Ultimate Ears, which is meant to protect the earphones, damage them instead?!

This frustrating issue has recurred numerous times. When I was covered by warranty, a one-to-one replacement would be provided. After warranty expiration, by some mysterious conspiracy, the problem became more frequent and this has forced me to replace the UE cable --not once, not twice, but many times--with the expense borne by me. Repeatedly replacing the cable does not solve the root of the problem--it is like trying to cure a cold by merely blowing your nose.

At my behest, I hope Logitech will look into this issue, minor as it may seem.  I fail to see the attraction in purchasing products which will be damaged even when it is properly kept in a container provided by the company themselves. I understand that Logitech cannot provide a lifetime warranty for customers by replacing their damaged sets every time--that is not what I hope for. What I hope is that Logitech can come up with solutions to circumvent such an issue from arising (maybe modifying the size of the UE case to properly fit the earphones without squashing them?) Whatever the solution, I believe any first-class, international corporation will not entertain any impropriety in their products. I trust that Logitech will assume appropriate measures for a full and proper restitution of customers’ trust and confidence.

Thank you

[CarterW]

Hello thepredestrian,

Thank you for your feedback, customer support can be reached by email initially through a web form on our site, to do so, just set the website to your region and click Contact Us at the bottom of the page, or goto Support > Contact at the top of the page.

Alternatively you may want to repost this to the Share Your Thoughts forum where it will be addressed by the appropriate persons.

Best Regards

[TripleFi10Pro]

I'm sorry, but I'm not supporting Ultimate Ears any longer. Now that they've been sold to Logitech, their customer service and support is absolutely horrendous. After weeks of trying to communicate a need for my in-ears (highest model before molded) to be repaired, I received this message:

You can look for a local electronic center that is capable of repairing audio devices.

Kind Regards,

They don't even support their own products anymore!
I ordered the WESTONE UM 3x and have already used them. Their ability and range for vocals provides amazingly clearer and much better in-ear monitoring than Ultimate Ears Triple Fi 10 Pro's. Anyone wanting to try UltimTe Ears I would strongly direct to other in-ear monitors.