I purchased the AFUL Performer 5+2 (4.4mm) for €240. The biggest issue was that one of the connector sockets did not fit properly. One side clicks in smoothly, but the other side requires noticeable force to attach the cable. With fragile IEM pins, this is risky and absolutely not acceptable for a premium product.In addition, one of the included eartips had a residue on it that looked like earwax, surprising and unhygienic for a sealed item.I contacted HiFi Passion immediately with photos and later videos. Unfortunately, the communication I received was extremely disappointing. Most replies consisted of one single sentence, ignoring almost my entire messages. Direct questions were avoided, whole emails were left unanswered, and I often had to send follow-ups asking if they had even read my message. Only then would I get another one-line answer that ignored 99% of what I wrote.I clearly explained multiple times that I am off-grid in the Costa Rican rainforest, with no access to postal services, so returning the product is impossible until March 2026. Despite explaining this politely and in detail, my situation was completely ignored, and I kept receiving the same template reply: “send it back” which simply isn’t possible.At one point, they even accused me of already using the IEMs. Without any evidence, this was unfair and unprofessional.I also received a (internal) message clearly written about me, not to me, calling me “not helpful” and making false assumptions about my intentions. Reading that as a customer was very disappointing.The only “resolution” offered was a refund of €8.90 for the eartips, while none of the actual issues were addressed.They also gave me a “tip”: “the closer together the pins are, the better the earphones will stay in place.”This sounds like they are suggesting that I bend or adjust the fragile pins myself, which could easily damage a premium IEM and is not acceptable advice.I have been patient, friendly, and cooperative during the whole process, but the combination of dismissive one-line replies, ignored questions, accusations, and refusal to offer a realistic solution has been extremely disappointing.I still hope the company will respond professionally and resolve this matter. I will update this review if that happens.
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