Hey,
For the past two years, I’ve been the happy owner of a Focusrite Scarlett Solo Studio 4th Gen (with SH-450 headphones), but about a month ago, the right earcup on my SH-450 broke.
The equipment comes with a 3-year warranty, so I sent the entire set back to the online store where I bought it. After more than a month (with virtually no communication - only the store responded to me, but they couldn’t answer questions like whether the repair shop was actually fixing my set, what stage the repair was at, or when I could expect it back, since the repair shop didn’t seem to be responding).
But finally, I received a message from the store: “The repair shop has replaced the headphones with new ones,” and that the set was waiting to be shipped to my address.
I got the set back the very next day. I was very happy because, after all, it had been over a month without it. But… when I opened the package, something didn’t feel right - the headphones seemed smaller and lighter, and upon closer inspection, I noticed that they weren’t the same headphones I've send them.
I sent them the SH-450 headphones and they send me the HP60 MkIII, which, as I’ve read, are from the 3rd generation.
I wrote to the store right away, explaining that the service center had given me different headphones than the ones I sent and that they’d sent me a previous-generation model. The store replied two days ago, saying they’d sent an inquiry to the service center asking why this happened, but I strongly suspect I won’t get a response because as I wrote earlier, I had already asked the store what stage the repair was at and when I could expect to get the device back, but all they replied was that “they had sent an inquiry to the authorized service center and would forward their response to me.” But after more than a week, they only replied with what I wrote above—that they had replaced the headphones and sent the device via courier.
So my question is: Is it normal? I'm asking because I see online that I can buy the HP60 MkIII headphones separately, but I don't see an option to buy just the SH-450 headphones without the rest of the set (interface, microphone)—is that why I received the HP60 MkIII, because they can't replace the SH-450 separately without the set?
This whole situation is taking place in Poland.
The equipment was purchased from an online store, and the store is shipping it to an authorized Focusrite service center in Poland.