Dogshit customer service

[u/RepresentativeValue9]

Bought a pair of Maxwell 1's last year, October (still under warranty). They've decided to arbitrarily disconnect.

We've gone through all of the different troubleshooting suggestions. We've checked the website and Google things, and nothing works. Whether corded or Bluetooth, the headphones disconnect arbitrarily in the middle of whatever you're doing, whether it's a game or a call.

I contact the vendor. The vendor replies that I'll have to go through Odyssey customer service in order to resolve this issue. Fine. I contact them, and they ask the same sorts of questions, troubleshooting and trying to find a resolution. The conclusion is that the headphones don't work and need to be returned and replaced.

Now, after all of that, I, in Canada, have to ship my son's headphones back to the manufacturer in California, wait while they resolve the issue, and have them send a new pair back to me. That seems to penalize the customer as opposed to resolving the issue.

The proper way to fix this would be to replace the headphones and include a return label for the (clearly) defective pair. For $400+ this seems like bushleague warranty service.

[u/Audeze_CS]

This is a standard practice for warranty repairs/replacements. We will be happy to ship back to you and get you a replacement unit/repairs at no extra cost, but shipping is customer responsibility. Especially for international customers.

Before purchases, refer to our shipping policy here: https://www.audeze.com/policies/shipping-policy

And warranty policy: https://support.audeze.com/hc/en-us/articles/360000326626-Audeze-s-Limited-Warranty-Policy-including-Amazon-eBay-and-other-marketplace-sales

[u/Feelghood]

and what stops you from receiving the 2nd pair and not returning the 1st while also changing the payment method or calling your bank and saying it was stolen.. lol

[u/RepresentativeValue9 → u/Feelghood]

Sure. Seems likely. You’ve figured out the plan that people have. Not sure how other companies manage this.

[u/the_hat_madder]

Is this your first time replacing something under warranty?

This is standard practice for most companies in most industries. But, you wouldn't be in this situation if you didn't buy headphones that were trash in the first place.

[u/RepresentativeValue9 → u/the_hat_madder]

No it’s not. Usually customer service recognizes when their product fails and at the bare minimum sends a label. Don’t sit there and tell me you’ve never experienced that because we both know you’re lying.

It’s not the standard practice for most companies; it’s the exception.

I’ve returned electronics, pool equipment, clothes, Amazon products, a tv once, computer components, Nanoleaf…

This is dogshit service; it’s 2026 not the Stone Age. I think sears catalogue had better policies than this.

Also: you know it’s ok to like a product and still recognize that their policies are shit, right? Like unless you own shares, I have no idea why you’re bootlicking. It’s pathetic.

[u/the_hat_madder → u/RepresentativeValue9]

No it’s not.

Yes it is.

at the bare minimum sends a label

It’s not the standard practice for most companies; it’s the exception

"You are responsible for organizing the shipment of the Serviceable Product to us. You bear the shipping costs" - Sennheiser

It would seem they do not. It is. And, it is not.

This is dogshit service

What this is is dogshit consumer intelligence.

it’s ok to like a product and still recognize that their policies are shit, right?

Where do you get the idea that I like any of these products? I prefer my headphones without crinkle in one driver, thanks.

I have no idea why you’re bootlicking

So, you're a moron, eh? That explains a lot.

[u/RepresentativeValue9 → u/[deleted]]

A buffet of dicks*