WH-1000XM3 headband strap broken under normal use

[Deeko76]

Bought the WH-1000XM3 headphones in July this year, very happy with them. Using them today as normal and adjusted the straps as you do - then the left strap  broke off under completely normal use. This has me worried after reading a few other posts for the same issue on this forum as Sony will probably want to charge me to fix this because of the low quality materials they have used in £300 headphones? I bought them from Amazon and notice a few reviews on there with the same issue reported.  The left strap broke in this case and no longer adjusts. Amazon directed me to Sony for warranty purposes but have the feeling I will need to push Amazon for a replacement instead. Wanted to let people know about this and to think again before buying them. 

[BogdanM13]

If anyone is interested in an Update, well, here it is. Sony has stopped responding since August, there has been no reply to my emails and I think the call center banned my phone number because I am always in an infinite waiting loop.

The headphones have cracked again by themselves, in the opposite side of the headband at the same level. I would like to mention that I haven't even wore them outside my house anymore, they just stayed on the table in their case, but somehow still cracked and became a hazard to use because my hair gets clipped in the new crack, which is bigger.

I have also went to the physical Sony headquarters in my country and left a file with all these discussions printed, to no avail. Heard nothing back.

I encourage ANYONE to stay away from Sony Audio products on these grounds. You're just burning your money away like I did. This issue will be dragging along for almost one year since my first notice and also my warranty is running out - so good luck to me!

Also ignore all the Sony „specialist” bots who argue that they're escalating cases and helping people around here. Sony Support (the ones on email and telephone at least) are outsourced to some third party call center people that have „no idea” about the forums around here. So it's useless.

[BogdanM13]

I encourage ANYONE to stay away from Sony Audio products on these grounds. You're just burning your money away like I did. This issue will be dragging along for almost one year since my first notice and also my warranty is running out - so good luck to me!

Also ignore all the Sony „specialist” bots who argue that they're escalating cases and helping people around here. Sony Support (the ones on email and telephone at least) are outsourced to some third party call center people that have „no idea” about the forums around here. So it's useless.

[greggaton]

Update:  I called the UK service centre who said they were refusing all warranty repairs on headband failures.  Apparently it's "physical damage" so isn't covered.  Poor girl on the end of the phone could explain what physical damage is though or why it's not covered.  Quite Kafkaesque.

I have written to customer services and copied in the heads of Sony Europe and UK.  I suggest you do the same.

If they don't agree to repair the headphones I will write to Which, the Guardian and What Hifi.  I suggest you all do the same.  Sony can't just ignore this.

If they don't recity the situation I don't think I can buy another Sony product, which is a shame as I do love my PS4 but I will just have to switch over to Xbox.  I'm staggered Sony can treat customers like this - it's insulting quite frankly.

[RabDil]

I've just lived the exact same experience as stated by so many before, on here. Small clip breaks, within warranty- sent back to John Lewis, they sent to SONY and they're saying £90 to fix as it's physical damage?! 

How do we take this further? Small claims court? It's clearly a recurring issue, right?

B

[greggaton]

Sorry I meant to say customer services couldn't explain what physical damage is

[greggaton]

I think Which needs to be the first port of call, or some other consumer rights group.

[KayCee2308]

I have to say that the only reason I didn’t pursue this legally is time. I sent my headphones for repair to Sony via John Lewis. Sony refused to fix them without my paying them £90.  The server at JL told me off the record that she saw this fault often and that Sony’s  suggestion I mishandled the Headphones was ‘clearly rubbish’. I had a lot of back and forth with Sony on this and I’m quite confident what they were saying about the cause of damage was inaccurate and wrong . They’re getting away with this because for £90 no one wants to be bothered. But taking into account all of the comments I’ve seen about this on the web I’d bet you could find an expert (which is what would be needed for a group action )  willing to take this on. For £300 + headphones to fall apart in this way is laughable and in my view they  are just not fit for purpose. I can afford £90 but I refused to pay it out of principle. These headphones (in perfect nick  in every other way) now just sit in the box. My irritation with the whole thing has ruined any pleasure I had using them. 

For my part I have absolutely put my money where my mouth is. I used to be a very loyal customer of Sony and John Lewis where I used to regularly spend thousands. I haven’t bought anything from either for well over a year. Good riddance. 

[bowthy123]

I admire your determined efforts.

I just got replacement parts from CentralSound.... slightly different
colour but solid stuff. Very easy to replace.

[greggaton]

If John Lewis or other retailers are being difficult the first port of call should be to quote the Sale of Goods Act 1979 at them.  This requires goods sold to be of satisfactory quality and fit for purpose, which the WH-1000s clearly are not. 

Your contract is with the retailer and they are on the hook if the aforementioned legal requirements have been breached.  I think John Lewis care a bit more about treating customers fairly than Sony so hopefully they will see sense.

[KayCee2308]

Greggaton, unfortunately not. I am familiar with the Sale of Goods Act and also spent a lot of time pointing out to John Lewis that my contract was with them. In fact I had been induced fo enter into that contract by their (useless in my case) extended warranty. To be fair I read them the legal riot act. They were not interested. Could go part way to explain why they are doing so badly as a retailer. Hence writing them off. I learn from my mistakes. They will no longer get my money!

[Miccus]

I am a Which? member and have contacted them, because I bought my
headphones entirely based on a their recommendation and thought they'd be
interested, but I've heard nothing whatsoever.
I decided life was too short to try and get recompense for this and
repaired it with a small black cable tie...pulled very tight. It works
fine and it seems shameful that such a low tech solution is needed for such
high tech and otherwise excellent headphones. Shame on you Sony.