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Old May 23rd, 2012, 09:55 AM   #1 (permalink)
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Thumbs up Beats earbuds broken? Here is what you need to do!

Today, on my way to work, I realized whenever I put my Beats earbuds in on the bus, that they were indeed broken. The one side's sound was completely out, but came back when I would wiggle the wire or touch the earbud. Other side's sound was VERY low, but would come back to normal levels when wiggling the wire or touching the earbud.

I was very disappointed. Not only were my awesome earbuds broken but I had to then deal with the freaks and geeks on the bus, and hear all the BS at work as well.

I searched the internet once I got into work and found a number on another forum to call to get these babies replaced, free of charge, so long as you send the old ones back within 15 days of receiving the replacements. The number for HTC (not Verizon, or Monster, since technically, these are a phone accessory) to get a replacement shipped to you is:

1-866-449-8358

All you have to do is give them your cell number, serial number of the phone, address, and email address. They email you a link where you have to preauthorize a credit card, and will charge this card if they don't receive the defective Beats back within 15 days of receipt of the replacement ones.

I got preauthorized and they shipped the replacements out within two hours of submitting my credit card information. Great customer service experience!

Granted, you have to ship back the defective ones on your dime, but a padded envelope and shipping back to them would probably be 3-4 bucks. Much better than the $109 that these retail for!

Just wanted to share because I've seen many threads in this forum about people complaining about Verizon's or Monster's customer service when it comes to these.

Don't jump through hoops to get these replaced, go straight to the source and it's no trouble at all!

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Old May 24th, 2012, 08:29 PM   #2 (permalink)
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All you have to do is give them your cell number, serial number of the phone, address, and email address. They email you a link where you have to preauthorize a credit card, and will charge this card if they don't receive the defective Beats back within 15 days of receipt of the replacement ones.
I wonder if they'd replace my pair. Apparently mine were misprinted and both earbuds show "R" on them so I have no idea which is left and which is right. I don't even bother using them though since they're so uncomfortable to wear because of the vacuum effect they create. I just stick with my older HTC headset with the nice comfortable foam padding over the buds.
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Old May 25th, 2012, 08:13 AM   #3 (permalink)
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Probably, that sounds like a manufacturing defect to me, although cosmetic, still a defect and annoying.

Did you try using the different sized rubber ends? I had that too until I swapped the standard ones that came with the headphones with more comfortable ones from the plastic envelope and it improved that "vacuum effect" that you are talking about.

I love my Beats, I could never go back to a normal pair of headphones. I have been using my wife's iPhone headphones since mine broke and let me tell you, they leave something to be desired after listening to the noise-cancelling Beats.
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Old May 25th, 2012, 02:10 PM   #4 (permalink)
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Looks like I'm gonna have to do this too, one side is louder than the other and that slightly changes too.
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Old May 26th, 2012, 11:06 PM   #5 (permalink)
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Accessory Beats earbuds broken? Here is what you need to do! Get a different brand of headphones.
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Old May 26th, 2012, 11:42 PM   #6 (permalink)
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I haven't heard of any of that I have my tours, solos, studios, wireless and detox pro and I never have problems
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Old May 29th, 2012, 08:33 AM   #7 (permalink)
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Accessory Beats earbuds broken? Here is what you need to do! Get a different brand of headphones.
Even though I was let down after only owning these headphones for about 3 months, they are still the best earbuds that I have ever owned. On top of that, they are the best SOUNDING earbuds made. Not saying they are the best craftsmanship, but they sound amazing.

Also, some of us don't have the option to go out and buy different earbuds. Why do that when HTC will replace these for nothing? I would rather send my iBeats back 3-4 times for nothing then go out and shell out 30-60 bucks on a pair of headphones that also might break?
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Old May 29th, 2012, 01:53 PM   #8 (permalink)
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UPDATE: Received my headphones today via UPS. All in all, 6 days total from complaint call until receipt of the earbuds, which included one weekend and Memorial Day. Pretty snappy shipping if you ask me. Now all that is left is to send my old ones back so I don't get charged!
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Old May 29th, 2012, 06:00 PM   #9 (permalink)
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Even though I was let down after only owning these headphones for about 3 months, they are still the best earbuds that I have ever owned. On top of that, they are the best SOUNDING earbuds made. Not saying they are the best craftsmanship, but they sound amazing.

Also, some of us don't have the option to go out and buy different earbuds. Why do that when HTC will replace these for nothing? I would rather send my iBeats back 3-4 times for nothing then go out and shell out 30-60 bucks on a pair of headphones that also might break?
Yea that is way better than buying and replaceing them you self with your own money
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Old May 31st, 2012, 01:41 PM   #10 (permalink)
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Two questions....

1- Do you have to send everything back.... pouch, sized rubber cones & ear buds ?

2- Did they send you everything, pouch, sized rubber ear cones & ear buds... and is the look of the new ones any different then the original ones ?


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Old May 31st, 2012, 04:15 PM   #11 (permalink)
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Thumbs up Earbuds

My left ear bud went out yesterday. I called the number in this thread. They gave me a return number and said as soon as they get the broken ones back they will send out a new pair. I asked the dude on the phone if I have to send the case and the rubber tips too and he said no. Not sure if I will get new ones, but if i dont I still have the originals. Have to say they were very nice and helpful. Sent them via Fed Ex and just checked they have the old ones..new ones should ship soon.
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Old June 1st, 2012, 03:13 PM   #12 (permalink)
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Two questions....

1- Do you have to send everything back.... pouch, sized rubber cones & ear buds ?

2- Did they send you everything, pouch, sized rubber ear cones & ear buds... and is the look of the new ones any different then the original ones ?


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1. I sent everything back, just to be safe. Since I went the authorization of the credit card route, instead of sending the old ones back first, I didn't want them to have a reason to charge me. Also, I received replacement everything, so I didn't need the old pouch, cones, or broken buds.

2. They are the exact same pair of earbuds, rubber fittings, and pouch. The only thing that differed was the pouch. Instead of having iBeats imprinted on the back multiple times, the pouch says urbeats once on the back neck of the pouch and there is no iBeats imprinted at all. Everything came in a bubble mailer and I used the same mailer to ship mine back.
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Old June 3rd, 2012, 03:37 PM   #13 (permalink)
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I just used the number to replace a USB cable on my HTC Evo View 4G that I purchased in Jan. No credit card required.
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Old June 5th, 2012, 12:53 PM   #14 (permalink)
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Just a note. I too sent my earbuds back last week. I sent them Via Fed Ex and they were delivered the next day (5-31) it took me 2 phones calls before they updated the status of my recquest with "received"..now they are on backorder so who knows when I will receive the replacment pair..UGGGGGG
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Old June 7th, 2012, 02:36 PM   #15 (permalink)
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Just a note. I too sent my earbuds back last week. I sent them Via Fed Ex and they were delivered the next day (5-31) it took me 2 phones calls before they updated the status of my recquest with "received"..now they are on backorder so who knows when I will receive the replacment pair..UGGGGGG
I would suspect they are probably on backorder due to the HTC One coming out and shipping. If it's any conciliation, my replacement pair SEEM to be made a lot better than the ones that came with my Rezound.

They received mine broken ones 2-3 days ago, and I called them just to make sure they received them. I got delivery confirmation from USPS, just in case!
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Old July 13th, 2012, 09:57 AM   #16 (permalink)
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Thanks for sharing this. I just had to request a replacement. My right ear bud seperated
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Old July 13th, 2012, 10:24 AM   #17 (permalink)
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they are the best SOUNDING earbuds made. Not saying they are the best craftsmanship, but they sound amazing.

Also, some of us don't have the option to go out and buy different earbuds. Why do that when HTC will replace these for nothing? I would rather send my iBeats back 3-4 times for nothing then go out and shell out 30-60 bucks on a pair of headphones that also might break?
The best ever?? Those are some tall words and I would disagree.
I do agree however that they are the best I personally have ever seen come with a phone or mp3 player and sure if you can get them replaced free why not.

If you ever want to uncork the high end a little I have a few suggestions....
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Old July 17th, 2012, 04:14 PM   #18 (permalink)
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Just called again..was told they have close to 300 backorders and are having trouble getting them in. So now HTC has had my earphones longer than I did..LOL Still waiting...
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Old July 17th, 2012, 06:39 PM   #19 (permalink)
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^^^^
so much for best ever From the Region eh? I'd like to say I miss it but I don't
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Old July 18th, 2012, 02:55 PM   #20 (permalink)
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i'm still waiting too; on back-order since June 19th
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Old July 21st, 2012, 03:26 PM   #21 (permalink)
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That stinks that they're on back order for you. I called on the 13th and got a new set on the 17.
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Old July 24th, 2012, 12:51 PM   #22 (permalink)
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i'm still waiting too; on back-order since June 19th

OK so I just went through a whole thing with HTC, and had to escalate my replacement ticket because they lost the buds I sent in. But the point is that when they finally set them to ship yesterday my status showed as back ordered. This afternoon I got a call from the tier 2 specialist that I was working with and she told me they were showing as being prepared to ship. I told her that they were backordered and she told me that there was some kind of glitch in the system about these buds that might need to be manually fixed, but that they were in fact going to ship out today or tomorrow. Sure enough, I checked a few minutes ago and my status shows as preparing to ship! Maybe those who have statuses of backordered should call and try to escalate the ticket. Keep in mind that a regular rep told me minutes before the specialist called that the buds were backordered. It appears that they are unaware at that level. For what it is worth, I spoke with Tier 2 specialist Evelyn. Hope this helps someone!
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Old July 24th, 2012, 07:42 PM   #23 (permalink)
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OK so I just went through a whole thing with HTC, and had to escalate my replacement ticket because they lost the buds I sent in. But the point is that when they finally set them to ship yesterday my status showed as back ordered. This afternoon I got a call from the tier 2 specialist that I was working with and she told me they were showing as being prepared to ship. I told her that they were backordered and she told me that there was some kind of glitch in the system about these buds that might need to be manually fixed, but that they were in fact going to ship out today or tomorrow. Sure enough, I checked a few minutes ago and my status shows as preparing to ship! Maybe those who have statuses of backordered should call and try to escalate the ticket. Keep in mind that a regular rep told me minutes before the specialist called that the buds were backordered. It appears that they are unaware at that level. For what it is worth, I spoke with Tier 2 specialist Evelyn. Hope this helps someone!

As a status update, I received the email that my earbuds had shipped...
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Old September 4th, 2012, 11:31 AM   #24 (permalink)
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Did you folks end up getting your replacement ear buds?
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HTC Rezound
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The HTC Rezound is the first Beats by Dre smartphone from HTC and will be available on Verizon. It truly is a high-end beast as it boasts a 4.3 inch 720p HD display, a 1.5Ghz processor, 1GB of RAM, an 8 megapixel rear camera with 1080p HD video rec... Read More

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