Wow. Great reason to cross Focal off your list. Too bad your dealer did not tell you that ahead of time. Almost sounds like a no win. Blow the bucks to fix them just to have them break again. Fix and sell them--I’d have a hard time doing that with a known quality issue. Sorry to hear your misfortune but your post is valuable to others looking to purchase headphones.
P.S. I'd find a new dealer as well
Given that your dealer has proven useless, I suggest contacting the distributor, which looks like Focal Naim America, in writing. If the best they can offer is that you return the product to the country of origin, I’d ask my dealer for a refund.
If the dealer refuses, I’d take him and Focal Naim America to small claims court and argue that the product hasn’t met its implied warranty of suitability.
This all assumes that your dealer is an actual authorized dealer.
Not sure how to reply to each post individually, so I'll attempt to do it collectively here.
I guess I can't hold the dealer accountable since the 'phones worked fine initially, and asking him to do a replacement loaner for a $1500 headphone for at least 3-6 weeks seems unreasonable. However, I very much hold Focal accountable. These are well-known issues, and inexcusable for a a high-end manufacturer. They seem content to let customers deal with these chronic problems rather than improve quality control. I also own 'phones by Beyerdynamic, Sennheiser, NAD, B&O, among others and never had an issue. Pre-Apple Beats is the only other company where I experienced such shoddy QC.
I appreciate the tip about contacting Focal Naim America. They may indeed offer a satisfactory solution. Maybe they'll understand that posts like mine can be death to a brand. Then again, some folks still don't understand how word of mouth can make or break a brand in this age of the Internet. I'll let you know,
As for dealers, as we all know, some are great and go the extra distance, and some just plain suck. The ones that are honest, fair and trustworthy get my repeat business--for years. The others that are less than that can go out of business as far as I'm concerned, Burn me once, but never twice.
Thanks everyone for your comments and concern.
Update as of 8/20/20:
Wrote Focal Naim America. Received a reply within a few hours. Filled out the form required to get return authorization. Then...nada.
Four days have passed, three emails sent, and zero follow up by the company. I called their 800 number, tried to get hold of four different people, and again...nada.
It's as if this company is no longer in operation. More likely, their customer support is as bad as their quality control.
Purchased Elegia for about 800$ from authorized retail dealer. Cable failed TWICE before I replaced it with a third party cable. And now the headband has snapped (I've seen multiple posts with the same problem). Focal does not sell replacement parts. Instead you have to send for repair which will cost 400$. As for me I will never buy anything Focal again.
It’s so sad that Focal makes great-sounding headphones that are, by many users accounts, unreliable and not well supported. Thankfully there are several other great headphones out there that more than compete with Focals sonically without the headaches. I’ll give a shoutout to Hifiman — I own 2 of their headphones and have had zero problems even though I bought both as open box and came across as nothing but brand new. Focal’s poor quality control and product support is unforgivable IMHO, especially at the price points at which they sell their products.