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. 

[Win_88]

Hi KayCee2308

You should raise a ticket with Sony directly and include pictures of your headphones so they can check your individual case:

https://services.sony.co.uk/supportmvc/en/Contact/Email

Win_88

[RobReeveSony]

Unfortunately even if you send a photo, with the damage and then told you need to send it in for warranty repair, the Sony repair centre will reject it as a warranty claim - because of physical damage.

When asked what physical damage - they point at the broken headset.

I have contacted both the Customer Services team, and the Service centre - you then enter into a broken logic loop.

They do not accept there is a design issue - so the physical damage was clearly caused by the application of force

No-one is disputing the application of force is what broke the product. The disputed point is the cause of the force - in this example it is the headset itself applying force to a very small piece of plastic. Any stress fracture in the design is the basis for a claim under consumer rights. Before 6 months - Sony need to prove the case. After 6 months the burden falls to the purchaser - this page If the product is over 6 months old, is good evidence, so if you have a similar issue please add yourself to the list.

[Win_88]

Hi RobReeveSony

Have you had the headphones inspected physically by Sony or was the contact limited to phone calls and emails?

Win_88

[bowthy123]

I've just experienced the same problem. Normal use. Actually, just put the headphones on my head, and they fell apart.

About to start the journey to getting them replaced via a Service Centre. Fingers crossed.

[Deeko76]

Welcome to the broken strap club! My strap has been taped up since I started this thread, Sony customer service are very strong on pointing the finger at the customer for this one, good luck!

[Miccus]

You can add me to the list of people with this issue. The the left side detached from the headband quite a time ago - not long after receiving these as a birthday gift from my wife. Although I'd been really careful when adjusting the headband, I just assume it was my fault. When it happened again recently I realised it was because the tiny bit of plastic at the top of the inner side panel was cracked and the side panel was loose.  I've now Googled this, found this forum and a ton of other places mentioning this problem and can see that it's happened in exactly the same way for loads of other people.

I'm so disappointed to find this and to see the kind of treatment buyers of these premium headphones have been getting. These were bought largely on the recommendation of Which? who rate them as the best noise cancelling headphones you can buy....and they are. But now I can see how flimsy this part is...I'm gutted.  I can see I'd be wasting my time trying to get any customer service for this, I'll either have to pay for them to be repaired - or glue the part back on and hope for the best.

[Deeko76]

Sadly yet another tale of woe. Does Sony really have a longstanding issue with poor customer experience? I've never had to deal with them before, though I think the last Sony device I bought was a PS2, before that a cassette Walkman However, like many others I will view this brand as tainted through suspicious eyes as this kind of approach come from on high.

[greggaton]

Hi all 

I yesterday experienced exactly the same issue - I was taking the headphones off my head in a totally regular way and a small piece of plastic snapped and dropped onto the floor. The headband casing is now falling apart and the adjustment mechanism doesn’t work properly.

I have had these headphones less than a year and always treated them well.  They cost well over £200 and should be built to last.

I am going to try and get a warranty repair but if I can’t that is quite frankly shocking from Sony. In that event I will be writing to Which and What Hifi so they are aware, as I bought the headphones purely on the strength of their reviews.  The more evidence is put on here the better.

 

[yinka007]

These headphones are probably the worst at their price range!
I have had 2 of them and both broke in exactly the same way. Leftside slider arm breaks!
Sony consistently refused to repair them and I have had to pay £80 to fix the current pair which have since broken again.

[mkershaw]

So I recently did a repair on the headband myself. It cost me about £8. I used this tape:

https://www.gaffatape.com/electrical-pvc-insulation-tape/?gclid=CjwKCAiAouD_BRBIEiwALhJH6KJV4qXkLmJn...

works a treat