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Grado Customer Service (Bad)

I decided to try out some Grado headphones and boy do I regret it.

I received them last week, (Feb 14th, 2024) and immediately connected them into the headphone jack and realized there was a problem with the 1/8" mini stereo plug. It was loose and the stereo image would collapse between mono and stereo and everything in-between. 

I tested the Grado SR 325X headphones on three different systems and I had the same problem which I don't have with my other headphones.

I let Grado know right away and had to wait a long time for a response. I explained everything and it sounded like they didn't believe me. They basically told me that this doesn't happen and somehow made it seem like my fault.

I asked for a label and they still haven't got one out to me and it's been five days now since my initial email to let them know something was wrong. 

This has been a horrible experience and I went from wanting to exchange them for a working pair to just wanting to return them back now. I won't buy another Grado product ever based on this experience. 

Just a heads up for anyone considering Grado.

bcgood
ellajeanelle's avatar
ellajeanelle
386 posts
 

If you don't hear from them, you could always just buy a male plug for a couple of dollars and solder a new one on yourself, at least you won't be completely out of your purchase.

oddiofyl's avatar
oddiofyl
3,835 posts
 

Sorry , but that is completely the opposite experience that I had with Grado.    During the height of Covid they went above and beyond for me.    Would definitely buy another pair of Grado phones. 

bcgood OP
5 posts
 

Yea Ella, I was thinking the same thing. I will do that perhaps or just pay out of pocket to send it back to them. But the way they've been acting I'm almost afraid if I send it back to them they'll pretend they didn't get it or something. I still can't believe they wouldn't take care of this though.

I spent 12 years in sales in the audio industry so I am extremely empathetic to dealing with customers on the other side. I've tried my best to explain everything and was patient in the beginning. I still have not escalated things or got rude to them but I did need to vent and let others know my experience. Hopefully no one else has to experience this.

bcgood OP
5 posts
 

oddiofyl, yes I was surprised because I had read several positive anecdotes such as yours.

Not sure if something has changed over there or not or maybe I just got unlucky who I ended up dealing with. Not really sure

 

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