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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
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

 

jperry
2,448 posts
 

Can you just return them?

Did you purchase new or used?

bcgood OP
5 posts
 

I purchased them new direct from Grado

Good news is it looks like they finally emailed me a label to send them back to them.

Ag insider logo xs@2x
liamowen
194 posts
 

I have had really good luck and customer service from Grado, both with headphones and cartidges (back in the day).  One time when I called, I even got John Grado on the phone.  He was very nice and helpful.

I like their house sound for headphones, although I own other brands, too.  But, overall, they have been really good to me, and many others.

And, if you have to get testy, please be nice.  They are all from Brooklyn, New York and are probably pretty inexperienced with coarse language :)

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