Review Time
Dreadful customer service. Returned earbuds twice under warranty (right earbud ceased to function). 2nd return in November 2022. Sent back December 2022 and believed to have been 'lost' by UPS in Northampton as tracked to that point. Since then Sennheiser couldn't care less and nothing resolved as of May 2023. Customer services allocate a reference number to e-mails but never respond to any of them. Purchased Sony WF 1000 XM4 instead which are great. Don't bother with this company.
Came on here to write a (belated) good review and realised I was lucky in light of other's poor experiences. My earbuds (CX400 BT True Wireless White) were within 2 weeks of the 2-year guarantee expiry date when one stopped working, but went online and found where to send them (postage was free). It did take a long time to get them back - probably around 2 months - hence the missing star, but was delighted to receive a brand new pair as a replacement when most electrical goods are only guaranteed for one year. Seems I was lucky and had also kept the online receipt.
I came onto this site to leave a review and was shocked to see so many other negative comments.My earbuds went on the blink this year just short of one year after purchase. I made an enquiry eventually having navigated the Sennheiser processes and confirmed they are covered under the 2 year warranty. So I send them away, hear nothing. I get in touch by Facebook and get a reply saying we are sorry , blah etc. I follow up again to be told they are in transit to Germany and I will receive an email. No email so I contact them again on fb messenger. Again several days later a reply. We are doing all we can etc. No estimate of time or anything. So I reply saying when might I hear something. No response. Nearly 3 weeks and no information. Why do these companies think it’s acceptable to just ignore customers? I will never buy a Sennheiser product again and I certainly won’t buy on line. Having a reputable retailer to go to will be my preferred option from now.
Headphones stopped working and customer support has been an absolute nightmare. I bought the M4's about 8 months ago and were working a dream, after updating them recently they keep turning off and don't work at all, after going through as many customer service routes as I can I just keep getting put in an endless loop. Nothing is working, appalling customer service, I just want my money back at this point. Sennheiser seriously need to step up their game.
Ordered a set of Momentum True Wireless 3 Earphones a year ago from. They broke within 3 months. Got them eplaced under warranty which took about a month. Earlier this year they stopped working with the same issue. Sent them in for warranty again and am currently waiting for them. I sent them in 2 months ago and I know they have them because it's was sent tracked. I've tried to get updates but can't get a response. Don't buy Sennheiser products, they're basically stealing your money.Update 08/09/2023: I still haven't got my earphones back, and they still won't respond
Dec 2022. TWM3 pair - lasted 1 month. Argos replaced. Replacement pair lasted until Feb 2023, 1 month - Argos refunded. Avoid TWM3s like plague! HD450BTs - lasted a whole 8 months. Warranty repair returned (only with help from Richer Sounds). Unable to contact Senn "customer service" - non existent. 450s just vanished into customer service hell, no acknowledgement of receipt, no replacement, Welcome to Sennheiser 2023. Shoddy product quality and world-class dismal customer service.
Unacceptable product lifetime.I purchased a pair of Sennheiser HD350BT headphones at the end of August 2020. The headphones have suddenly started refusing to switch off. More accurately they do switch off but restart after about 5 seconds.I contacted Sennheiser customer service who have informed me that they are outside the two year warranty period, which I accept, and that they are not economically repairable. This is without any inspection.They indicate that my only option is to replace them.. They are effectively saying that a reasonable product lifetime is just over two years. People should be aware of this.
Got a pair of 250 quid headphones, which broke after a few months. After receiving nothing for a few weeks I decided to contact support to see what’s going on. They couldn’t even tell me whether they received my headphones. So seems like I will have to buy a new pair of wait for a few months to get my headphones back, if ever.You really see the difference in service when you hear stories from friends how Apple sends replacement earbuds before collecting the broken ones, so you don’t have to worry about borrowing/buying spare ones. Will definitely go for Apple next time and will stay away from Sennheiser. Email from Sennheiser support: “The current turnaround time for repairs is 4-6 weeks.Unfortunately, the transfer time is extremely long at the moment.In addition, many parcels have accumulated in the incoming goods department, which is why no timely scan can be made via the incoming goods department at the moment.My colleagues are working flat out to process the cases.You should be able to see from the shipment tracking whether and when the shipment was delivered to our service provider.I must ask for your patience.”
Can't believe I am saying this as I have been a customer for more than 10 years. Bought some wireless headphones broke after four months had a RMA accepted and sent them back ,but no confirmation that they even received them and never heard anything (it's been weeks), so looks like they've kept my broken headphones and dropped off the face of the planet.Will be going to a different company such as Bose
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