We take care of our headphones. If a problem occurs, we repair it. But every now and then—and this usually becomes apparent during inventory—there are valuable devices that have been stored with us for years because the customer sent them in but never responded to our attempts to get in touch.
Whether they have moved, changed their email address, or have personal reasons for not replying, we of course do not know. Occasionally, this leads to the question of what should happen to these devices.
Should we repair them and then sell them on? Our terms and conditions are currently being revised. If a customer has not responded for at least 12 months, we reserve the right to recycle or dispose of the headphones.
During this year’s inventory, there were three devices from 2022 and one from 2024. Renewed attempts to contact the customers were successful in two cases. One of them could still remember the repair and was pleased that we reached out—although the last email had actually been from us.
The other had already wondered why he had not heard anything from us. In fact, we had already sent him the invoice back in September after a very quick repair, with the intention of shipping the headphones once payment was received. Unfortunately, the invoice never reached him. Now he would like to order two additional pairs of ear pads and is looking forward to receiving the headphones. The invoice has been sent again—let’s see what happens this time.
The reason this little story ends up in the anecdotes section is that the conversation lasted 44 minutes, during which he explained why he wanted his 15-year-old headphones repaired.
He said that, as a DJ, there is no better headphone for him than the ULTRASONE Signature (the PRO in his case). During the waiting period, he even bought a Sony pair, but those have already broken again.
So he ordered two sets of leather ear pads once more, because the headphones themselves will probably last another 15 years—the ear pads perhaps a little less.
My opinion on this:
This is yet another reason why I am convinced that with ULTRASONE we are following the right path.
Of course, our devices are more expensive than many of those from our competitors. But cheaper devices are often thrown away rather than repaired. And that is where the difference lies.
For our environment, our approach is the only correct one: avoiding waste, ensuring long service lives, and having satisfied customers.
Of course, we sell fewer devices to each individual customer. But we do so with a clearer conscience.
And our customers know what they have in us!
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