A Different Kind of Election at ULTRASONE: Open or Closed?
Today, Germany is watching the Bundestag as the country prepares to elect a new Federal Chancellor. Political discussions are running high.
But at ULTRASONE, a far more enjoyable decision is being made:
Open or closed? Edition 8EX or Edition 15?
A Customer Service Case: Edition 15
A loyal customer recently sent us his Edition 15 headphones. His complaint was that the left connector did not lock properly with his cable, which caused interruptions during use.
After inspecting the headphones in our workshop, we discovered that the headphones themselves were working perfectly.
This led us to ask the customer to send in the cable as well so we could investigate further.
The Real Cause of the Problem
Once the cable arrived, the issue became clear.
The small metal locking hooks inside the connector use a spring-loaded mechanism designed to secure the cable in place. In this case, however, the locking function worked only on one side.
This caused two problems:
The cable could detach itself during use
The audio signal was not transmitted optimally
Unfortunately, the cable itself could not be repaired in a reliable way.
During our inspection, however, we also discovered a slight mechanical deformation in the left socket of the headphone, where the contacts had shifted slightly inward.
To ensure the best possible result for the customer, we decided to replace the socket entirely, even though the headphone itself had not originally been defective.
Next Step: Contacting the Customer
We are currently trying to reach the customer by phone to explain the cable issue in detail and discuss possible solutions.
Among the options are also our own upgrade cables, which can further improve performance and reliability.
My Perspective
Owners of Edition series headphones enjoy VIP status at ULTRASONE. We always strive to find the best possible solution, even when the problem involves third-party accessories—as in this case.
This level of service is particularly important because many customers want to experience balanced audio connections, which unlock the full potential of our S-Logic EX technology—delivering exceptional immersion and spatial sound reproduction.
I am confident that this VIP customer will be very happy with the final result.
EXPERIENCE ULTRASONE
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- Because your ears deserve better.