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WH-1000XM3 Headband Strap broken - DESIGN FLAW WARNING!

Andy115
Explorer

WH-1000XM3 Headband Strap broken - DESIGN FLAW WARNING!

 

The XM3's are by far the best set of headphones I have ever owned in terms of sound quality, battery life, comfort and spec. The look, feel and sound are certainly worth the high cost, however I would NOT recommend anyone to buy these headphones. 

 

After a few months of audible enjoyment I was devastated yesterday as I put my headphones on to find the headband had broken. The headphones are in otherwise perfect condition as I am very careful with them (considering the price you would be). They have not been dropped, sat on or damaged in anyway. On inspection I realised that a small piece of plastic where the adjustable headband comes together has broken off, which means the left cup is not completely detachable. Looking on the other side, a similar stress crack has also appeared.

 

It seems as though the design has placed a small clip under the piece of stressed plastic, which when extended places additional strain on a weak point. Seeing that this appeared to be a design flaw, I looked online to see if others had faced the same problem. In fact this seems to be a regular problem with this model, with some cracking after only a few weeks of use.

 

I have contacted the Sony Support team who have informed me that this is not covered under their warranty, and it will cost in the region of £80 to have it repaired. It is completely unacceptable that a high end product such as this has a clear weakness in its design. I would be very cautious about buying this product... 

 

Other complaints of exactly the same issue: 

 

https://community.sony.co.uk/t5/portable-audio/wh-1000xm3-headband-strap-broken-under-normal-use/td-...

https://community.sony.co.uk/t5/portable-audio/wh-1000xm3/m-p/2646721

https://community.sony.co.uk/t5/portable-audio/wh-1000xm3-calls-not-working-and-heaband-broke/m-p/26...

https://us.community.sony.com/s/question/0D54O0000610NHWSA2/cracked-headband-on-wh1000xm3-headphones...

https://www.reddit.com/r/sony/comments/9rljs3/does_the_1000xm3_still_have_the_hinge_cracking/

https://www.amazon.co.uk/review/R3PJHVNC64LUCC/ref=cm_cr_srp_d_rdp_perm?ie=UTF8&ASIN=B07GDR2PH9

https://www.amazon.co.uk/review/R2KP9SL1SUA7R7/ref=cm_cr_srp_d_rdp_perm?ie=UTF8&ASIN=B07GDR2LYK

 

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3 REPLIES 3
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benfrain
Member

Did you get your set sorted in the end? I have the same issue and wondering if there is any chance of a decent outcome?

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BogdanM13
Member

Everyone is having this problem and Sony is just trying to throw it under the rug!

 

I have encountered the same exact issue described here - https://community.sony.ro/t5/portable-audio/wh-1000xm3-headband-cracked-while-stored-in-carrying-cas...

 

And a lot of other people do!

 

I have contacted Sony support in my country by phone, email and website ticket but everyone is telling me it´s damage I caused and I need to pay 90+ EUR for the fix. Sony Support is outsourced through a company called SYKES and they are bragging what a good financial gain they help Sony with in their reports - https://www.sykes.com/wp-content/uploads/2014/10/sonypresentation.pdf

 

These outsourced call center agents and email representatives DO NOT work for Sony and they refuse to pass the issue to actual SONY people. It´s incredible that these topics have so many people complaining and Sony tries to tell us there´s no problem with the product and to pay for the repairs out of warranty in their overpriced service centers with overpriced parts!

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belford494
New

I also had the same problem, both sides went within a year - the same response from Sony - very poor quality product and customer service - will never buy another product from them again.