I was not familiar with Sennheiser warranty until when my own father listened to some music on these and without being told noticed the unpleasant lower frequency in the right earphone, I explained that I experience this problem as well on headphones that cost near 200€, he then told me to contact Sennheiser support, that’s the reason why I contacted you so late into the ownership of these cans. Cracking appears during normal gaming and voice communication (30-40% windows volume). I am not quite sure how didn’t you notice any, you’re supposed to be an audiophile afterall. I do not have sensitive ears and 3 people who gave these a listen apart from me and my father aren’t audiophiles as well, all agreed that there was disturbances on the right earcup. Were you the only person to test the phones? Are you the only person responsible for warranty?

Justas


On Wed, 14 Mar 2018 at 16:12, FI-Service <huolto@sennheiser.com> wrote:
Hi



Sorry but I have already sent the phones back so that you will receive them asap as it took a long time to get them checked, due to exceptional circumstances. I compared them with another pair (new) and these also had some resonances. This model is not exactly hi-fi phones and is not meant for critical listening (or listening to sinewave sweeps) but mostly for gaming. For critical/hi-fi listening we recommend other products such as HD 600/650 etc.



If you have a problem since the product is new then you should report it right away and not after almost 2 years...



BR,

Jukka



From: Parchment [mailto:mr.urbonas@gmail.com]
Sent: 14 March 2018 15:33


To: FI-Service <huolto@sennheiser.com>
Subject: Re: FW: Sennheiser GAME ONE headset is faulty



Hello Jukka,



These headphones have had cracking issues from the very first day. It is not caused by human hair. Many people have tested this exact pair, in order to check if it was only me, but they also noticed the difference between right and left pair. The difference is there and it disturbs my listening experience. I’d be more than disappointed if no further examination is taken and this is solely based on your own opinion. The shipping had cost me 10€, I wouldn’t send these if there wasn’t a problem.



Justas



On Wed, 14 Mar 2018 at 13:28, FI-Service <huolto@sennheiser.com> wrote:

Hello



Sorry about the delay, I have been sick (again). I have tested your phones and cannot hear anything that is not normal. There are some minor resonances on both sides when you do a sinewave sweep at low freqs, this is normal with these phones. Usually you cannot hear these when listening to eg. music. I cannot hear any "cracking" sound except when the phones are driven so hard that they are at the excursion limit, this is also normal. There were a lot of short human hairs in the phones. Sometimes hairs can get into the driver and cause rattling/buzzing noise.



I will send the phones back today to Kiskiu g. 24-26.

BR,

Jukka



From: FI-Service
Sent: 27 February 2018 13:45
To: Parchment <mr.urbonas@gmail.com>
Subject: RE: FW: Sennheiser GAME ONE headset is faulty



Hi



Your phones are here but I have been sick and away from work 1.5 weeks so this will take a bit more time. I will contact you later.



BR,

Jukka



From: Parchment [mailto:mr.urbonas@gmail.com]
Sent: 23 February 2018 05:33
To: FI-Service <huolto@sennheiser.com>
Subject: Re: FW: Sennheiser GAME ONE headset is faulty



Hi Jukka,



Any news about the headphones?



Sincerely,

Justas



On Thu, 8 Feb 2018 at 18:09, Parchment <mr.urbonas@gmail.com> wrote:

Ok, thanks for the update.



On Thu, 8 Feb 2018 at 13:08, FI-Service <huolto@sennheiser.com> wrote:

Hi



The shipment is in the post office and will be delivered here, we do not fetch items from the post office.



BR,

Jukka



From: Parchment [mailto:mr.urbonas@gmail.com]
Sent: 08 February 2018 13:04


To: FI-Service <huolto@sennheiser.com>
Subject: Re: FW: Sennheiser GAME ONE headset is faulty

It says that the package was failed to accept.



Justas



On Thu, 1 Feb 2018 at 14:27, Parchment <mr.urbonas@gmail.com> wrote:

I have sent the headphones.



Tracking number: RN450195433LT



Ship back to:



Justas Urbonas

Kiskiu g. 24-26

LT-45375 Kaunas

LITHUANIA



Sincerely,

Justas

On Fri, 26 Jan 2018 at 16:36, FI-Service <huolto@sennheiser.com> wrote:

Hi



Ok just send it here, I will check it. Please include at least the phones and the cable as these will need to be tested. It may be possible to repair the phones or maybe not in which case we will swap it.



BR,

Jukka



From: Parchment [mailto:mr.urbonas@gmail.com]
Sent: 26 January 2018 15:59


To: FI-Service <huolto@sennheiser.com>
Subject: Re: FW: Sennheiser GAME ONE headset is faulty

Right headphone differs from left. This does not happen at a very low volume, however, increasing volume rattling appears in the right headphone, lower frequencies become distorted. You can’t say which volume is medium because it differs from motherboard and device, but I can assure that these two earcups do not work at the same level. Normal listening to headphones is very subjective, I use these with a Sennheiser software equalizer, bass boost on for better gaming and this effects the rattling even more. On this test the left headphone was playing sound perfectly and the right was cracking, so it is not a volume problem. I’ve never heard the left phone rattle before. If this headphone proves to be faulty will I get a new box with accessories or just the headset itself? I want to know if I need to include everything in the box.



Thanks again,

Justas



On Fri, 26 Jan 2018 at 15:46, FI-Service <huolto@sennheiser.com> wrote:

Hi



So you recorded the clips through the phones with a mic or cellphone? It sounds to me that there is some distortion on both sides however this might be due to the recording equipment. Please do not play these sine sweeps at very loud volumes or you might damage the phones.



When you listen to the phones normally, if there is a considerable difference (rattling/distortion) between left and right at low or medium volume then one side may have a problem. In that case just send the phones here.



You can use the original box or some other box, this is not critical. But please do use a box, not a padded envelope as this will not protect the phones too well.



BR,

Jukka



From: Parchment [mailto:mr.urbonas@gmail.com]
Sent: 26 January 2018 15:10
To: FI-Service <huolto@sennheiser.com>
Subject: Re: FW: Sennheiser GAME ONE headset is faulty

The problem reoccurs on all devices.

After testing each headphone just now I am confident that there's a problem. The test was recorded at the same volume.

I've recorded each headphone playing a 1-100Hz sound (adding +5Hz every 4 seconds). The results are way different and just like I said, the right earcup is not as loud and crackly.

I've also attached these recordings. I'll send these headphones for you to test. Should I put them in the original box with all accessories? I still own the packaging.



Sincerely,

Justas

On 26 January 2018 at 14:52, FI-Service <huolto@sennheiser.com> wrote:

Hello



Please test the phones with other audio sources (cellphone, stereo system etc). Use the green plug and the phones will work just like any other phones. If the cable is removable please remove it from the phones and put it back and make sure that the connector will go to the bottom of the jack hole. Older Game One versions did not have a removable cable. Also adjust the volume on the phones, does this affect the problem?



If you try to put a lot of loud bass into this kind of phones they will start making extra noises at some point when it is loud enough, this is normal. However if the cracking appears at lower volumes this might not be normal.



If you still have the problem then it is possible that the phones have a problem. This may or may not be covered by warranty, we cannot say this without testing the phones. You need to send the phones here for testing, address below.



Sennheiser Huolto, Lautatarhankatu 6, 00580 Helsinki, Finland.





Terveisin/Best regards
Sennheiser Nordic A/S

Jukka Kulju
Service and Support Technician

Lautatarhankatu 6, 00580 Helsinki, Finland
T: +358 207 191 990 | F: +358 207 191 991 | D: +358 207 191 992 | M: huolto@sennheiser.com

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From: Parchment [mailto:mr.urbonas@gmail.com]

Sent: 26. tammikuuta 2018 14:24
To: Customerservice Finland <finland@sennheiser.com>
Subject: Sennheiser GAME ONE headset is faulty



Dear Sennheiser,



I've bought my headset in 2016 April and from then it had this problem:

the right headphone is cracking when low frequencies are played. This doesn't happen to the left one.

My headphones are connected to my PC motherboard, so I would say this is an amp problem - the headphones need amplifying but this only happens to the right earcup.

I've decided to contact you know because my father explained that this must be covered by warranty.



Serial numer: 048XXXX308

Order number: 5XXX65



Invoice of the purchase is attached.



Sincerely,

Justas