When Customers Take Things Extremely Seriously
From time to time, we encounter customers who examine every technical detail with exceptional precision. We appreciate that dedication just as much as any other feedback. However, in practice it is not always possible to answer every question in unlimited depth, especially when resources are limited.
Things become even more challenging when a detailed response from our side is followed by an even longer and more complex reply.
A question worth asking: would a company like **Apple engage in such extensive technical discussions with individual customers?
In my experience—no. I tried.
A Particularly Detailed Customer Message
Recently, we received the following message from a customer:
Regarding the plastic used in the headband, I must strongly disagree with you. I am not referring to the coating, but the base material itself—for example the plastic used in the joints and joint housings.
On the Fusion unit I sent you, I applied a considerable amount of biological grease to reduce the creaking sounds. Before sending the headphone, I also had a friend examine the plastic density using ultrasound and laser measurement technology.
The result suggested that, at least in the more affordable Signature models produced in recent years, the plastic appears to have a harder and more opaque structure than earlier headbands—even compared to older HFI and Pro models.
In other words, the current material seems harder but also more brittle and less elastic.
I have been an ULTRASONE fan since the HFI 2400, but after the right ear cup joint of my Edition 5 Unlimited broke, I started questioning whether “Made in Germany” is really the ultimate solution.
Some of the older Pro models were produced in Taiwan, and I would gladly describe them as indestructible.
Meanwhile, companies like **Beyerdynamic continue to build what many consider the classic studio headphone—the **Beyerdynamic DT 770 Pro—which has remained largely unchanged and successful for decades.
This message followed an earlier four-page letter and an additional email.
Unfortunately, many of the assumptions contained in the correspondence are factually incorrect, and several of them have already been clarified. However, when discussions reach this level of detail, it often becomes difficult to find arguments that fully satisfy every concern.
Service After Decades
At ULTRASONE, we are generally very happy to repair our headphones—even after many decades of use, especially when they belong to our Edition series.
However, for that to happen we first need to know about the problem.
If we never hear about a defect, we lose the opportunity to help our customers and restore their headphones to full performance.
A Personal Invitation
For the customer who wrote these lines, I would like to make a simple proposal.
Instead of continuing long and complex email discussions, I would like to invite you to visit our Gut Raucherberg manufactory for an hour-long personal meeting.
In person, it is much easier to examine the headphones together, discuss the technical details, and avoid talking past one another.
Please feel free to bring your Edition 5 Limited with you so that we can take a closer look and repair it if necessary.
Just contact us in advance to arrange an appointment.
Sometimes a direct conversation is far more efficient—and far more pleasant—than an endless exchange of emails. 🎧
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