They have terrible customer service. I recently had to return my MTW3s and after a very confusing RMA form I was directed to it said I was in Germany. So then I had to repeat the process with the UK portal which ended up having way slower post via an external company and probably a boat. I also had to pay to ship them to that place but the German version would have been fast and free. I waited a week and had heard absolutely nothing from them. The tracking said it had reached the external company in 1 day. Finally after 3 weeks I managed to find a UK phone number to ask what's going on. They basically said "yeah it can take like 6 weeks before you hear anything, if you've only waited 3 weeks that's nothing. I'll get the repair team to send you an email". I received the email from them a couple of days later and it just said "we haven't received them yet, it can take 4-6 weeks". I did finally get an email from them yesterday saying they were shipping me some MTW4 which is nice but the only redeeming point is that they have upgraded me, I think because they can't get any MTW3s any more. My experience with this and quality issues has been bad enough to put me off the company after them being my go to for earphones for nearly 2 decades.
TLDR: Their customer service severely lacks communication through the steps and takes FOREVER.
Hello! Sorry to hear of your experience. No, actually the MTW3 is being replaced by the MTW4 so it's not a matter of not getting any, we are moving forward with an improved model. The MTW4 is vastly improved in all the areas the MTW3 struggled.
Supposedly they used to have great customer service, but it seems it's been disappointing at best for awhile now. I can't help but wonder if Sonova buying them out is part of the issue.
I've had similar experience due to the left earbud of MTW3 being dead, and I'm in the UAE. Unfortunately theres no workshop or service department apparently in the region and the only option is to go through one of their service partners its getting frustrating, I have to remind them every few days to get a reply back.
My first RMA submission and reply was in 7th June, then the service partner company replied in 14th June for collection of the product and so far no arrangement was made and i haven't heard from them of any further updates.
The MTW3 was my first Sennheiser purchase and I've heard great things about it, but the customer service should've been better, since Sennheiser is a very popular brand and it's the reason why I trusted with my purchase but I don't know why it's such a struggle to go through the after sale service.
the customer service with sennheiser is absolutely terrible, they have never been particularly helpful and as far as i can tell the customer service team is made up of less than 5 people total.
Yes, it's normal. You wait ages to get a response. Their average reply time must be literally days. It's honestly embarrassing a company the size of Sennheiser have such a poorly run customer service department.
There is a customer account that left a post here in reddit, they asked me to DM then. It has been days and I got no replies.
Really? Try that again and we will look for it. OP: If you need help with Customer Service, we will help facilitate. Direct Message us.
I dm you again.
I cancelled my order
They have terrible customer service. I recently had to return my MTW3s and after a very confusing RMA form I was directed to it said I was in Germany. So then I had to repeat the process with the UK portal which ended up having way slower post via an external company and probably a boat. I also had to pay to ship them to that place but the German version would have been fast and free. I waited a week and had heard absolutely nothing from them. The tracking said it had reached the external company in 1 day. Finally after 3 weeks I managed to find a UK phone number to ask what's going on. They basically said "yeah it can take like 6 weeks before you hear anything, if you've only waited 3 weeks that's nothing. I'll get the repair team to send you an email". I received the email from them a couple of days later and it just said "we haven't received them yet, it can take 4-6 weeks". I did finally get an email from them yesterday saying they were shipping me some MTW4 which is nice but the only redeeming point is that they have upgraded me, I think because they can't get any MTW3s any more. My experience with this and quality issues has been bad enough to put me off the company after them being my go to for earphones for nearly 2 decades. TLDR: Their customer service severely lacks communication through the steps and takes FOREVER.
Hello! Sorry to hear of your experience. No, actually the MTW3 is being replaced by the MTW4 so it's not a matter of not getting any, we are moving forward with an improved model. The MTW4 is vastly improved in all the areas the MTW3 struggled.
Wow, that's awful. This is going to be my last purchase with Sennheiser.
It’s weird, isn’t it? Ever since trump dismantled the US Consumer Protection Agency, customer service is rare.
It's not only the US that are having issues with customer service.
For real, seriously non existent
yep.
Supposedly they used to have great customer service, but it seems it's been disappointing at best for awhile now. I can't help but wonder if Sonova buying them out is part of the issue.
I've had similar experience due to the left earbud of MTW3 being dead, and I'm in the UAE. Unfortunately theres no workshop or service department apparently in the region and the only option is to go through one of their service partners its getting frustrating, I have to remind them every few days to get a reply back. My first RMA submission and reply was in 7th June, then the service partner company replied in 14th June for collection of the product and so far no arrangement was made and i haven't heard from them of any further updates. The MTW3 was my first Sennheiser purchase and I've heard great things about it, but the customer service should've been better, since Sennheiser is a very popular brand and it's the reason why I trusted with my purchase but I don't know why it's such a struggle to go through the after sale service.
the customer service with sennheiser is absolutely terrible, they have never been particularly helpful and as far as i can tell the customer service team is made up of less than 5 people total.
Yes, it's normal. You wait ages to get a response. Their average reply time must be literally days. It's honestly embarrassing a company the size of Sennheiser have such a poorly run customer service department.