Dear Sennheiser

I never thought I would be writing this letter...

Sennheiser Sport Headphones (LX 70)

On August 10, 2009, After purchasing and returning many other brands' styles of headphones, I bought some Sennheiser Sport Headphones (LX 70) online from from Futureshop. I've enjoyed these headphones not only for the sound quality, but also because they are the only design that actually stay in my ears while I work out at the gym.

Unfortunately, your product has not proven durable because of fraying at the point where the headphone cord meets the headphone itself. I am disappointed because even though I use these headphones often, I take great care with them and I feel that they should not have failed so soon. We both know that there is stress exactly at this point due to the weight of the cord as it comes from the left ear. I think that this is a design flaw.

To resolve the problem, I would appreciate it if you would replace my headphones, preferably with a set with this part reinforced (perhaps the PMX-70 instead?). Enclosed are URLs to a hi-res image of the defect as well as my original invoice from Futureshop for the headphones.

Traditionally, Sennheiser has been "the brand to have" when it comes to headphones. I also own a pair of HD420 headphones and they still work flawlessly despite many years of use. I hope that Senneheiser still stands behind their products. I look forward to your reply and a resolution to my problem.

Thank you

Stephan Hoppe
384 Gifford Drive
Peterborough, ON, K9L 1A8
705-749-2671


Dear Sennheiser
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User Contributed Comments:
(from Sennheiser on Friday June 11)

Hey Stephan,

Since Sennheiser has a 2 year warranty period, in which your product falls under. You can proceed to send back your LX 70 with a copy of your receipt and the attached form filled out.

Once we receive your unit, we will proceed to exchange them.

Best regards,

Guy Leroux
Coordinator, Service Department - Coordonnateur, Département de Service
Sennheiser (Canada) Inc.
Tel: +1 (514) 426-3013 - (800) 463-1006, #237
Fax: +1 (514) 426-3953 - (800) 463-3013
Email: lerouxg@sennheiser.ca
Web Site: www.sennheiser.ca
Sennheiser (Canada), Inc.
221 Labrosse Avenue
Pointe-Claire, Quebec H9R 1A3 Canada
Steph - www - Monday June 14th 2010 at 10:31 AM
While I appreciate how quickly Sennheiser got back to me and I also appreciate the attempt at good customer service, I now find myself without headphones until Sennheiser ships me my replacement. So, I can either work out at the gym without headphones, which sucks, or I can purchase new headphones, which also sucks since I will end up in the end - out of pocket and with an extra unneeded set of headphones.

Worse still if Sennheiser actually ships me the exact same design-defective model of headphones - I'll probably get to go through the same crap again in 10 months.

So when this next set breaks, and requires replacement, I think I'll give Sennheiser a pass.

Steph - www - Monday June 14th 2010 at 10:38 AM
When they ship you the new ones, just use some "heat shrink" to reinforce the "defect area". They'll last a lot longer man!
Eric - www - Thursday July 01st 2010 at 09:19 AM
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