Disappointing Repair Service from Sennheiser

**Disappointing Repair Service from Sennheiser**

Over the last weekend, I used my Sennheiser HMEC46 headset and was surprised to find that the right ear speaker still didn't work. Initially, I experienced intermittent audio issues in the right ear, which led me to take the headset to Sennheiser South Africa in Midrand for repair. Despite reporting this specific problem, the issue persisted after the repair.

After conducting my own tests, I discovered that the issue was intermittent, just as I had originally mentioned to the technician. Further troubleshooting on my part revealed that the cable connecting the left and right ear speakers had a broken wire. When the wire was pulled, the audio would work, but when bent, it would cut out entirely.

At the Sennheiser repair center in Midrand, the technician only replaced one plug, charging me approximately R1800 for the part and labor. After inspecting the replaced part myself, I found it to be fully functional, confirming that this was not the cause of the problem. This repair did nothing to resolve the original issue.

Frustrated, I took matters into my own hands. I identified the exact section of the cable where the fault was occurring, cut out the damaged portion, and replaced it with a patch cable. Now, the headset works perfectly in both ears, proving that the original issue was, in fact, a broken wire in the cable—something the technician failed to diagnose and repair.

I have serious concerns about the quality of the repair service provided at the Midrand center. First, the technician misdiagnosed the issue, resulting in an unnecessary and costly repair that didn’t address the real problem. Secondly, the cable length was shortened from 1.8m to 0.5m as part of this so-called repair, and it was only corrected after I raised a complaint. Despite paying R1800 for what I thought would be a professional repair, I ended up fixing the broken wire myself.

In total, I have spent R1800 on a service that failed to solve the problem, leaving me to perform the repair on my own. This experience has left me deeply disappointed with Sennheiser’s service.

I would like to escalate this matter to Sennheiser’s customer complaints