Headphone Zone stopped giving me meaningful updates after receiving my IEMs and DAC for warranty

I wanted to share my recent warranty experience with Headphone Zone because the communication after they received my products has been extremely frustrating.

I had warranty issues with two products: a Truthear x Crinacle ZERO:BLUE2 IEM and a Headphone Zone x ddHiFi DAC.

Before shipping, I contacted Headphone Zone and specifically confirmed whether I could send both warranty products together. They told me I could, provided both warranty claims were approved and properly identified on the package.

I followed their instructions, shipped the products, and submitted the tracking information.

They later confirmed that the warranty units had been received at their warehouse and told me inspection normally takes around 7–10 working days.

During the initial inspection, they told me the IEM appeared to be working normally and asked me to explain exactly how they could reproduce the problem.

I gave them detailed information about the issues:

• The IEM microphone intermittently develops static and stops properly transmitting my voice.
• The IEMs themselves can produce static noise during use, including while gaming.
• The DAC has a physical issue around the cable/termination point, which feels extremely loose.
• I also sent them a video demonstrating the DAC issue.

They acknowledged my explanation and told me they would reinspect the unit based on the symptoms I described and provide a warranty resolution if it was found defective.

That was where the meaningful communication basically stopped.

I followed up asking for an update after several days.

Then I followed up again.

After roughly a week had passed since they told me they would reinspect the unit, I asked what was happening.

Instead of getting an actual status update about the inspection, I have received generic responses saying they are gathering information and asking me to wait.

What makes this particularly frustrating is that I was initially very patient with the process. When they told me inspection could take time, I explicitly told them I wasn't in a hurry and that my main concern was making sure the products had arrived safely. I even wished their team well with their upcoming sale.

I understand that warranty inspections take time, especially if a problem is intermittent and difficult to reproduce. The problem isn't simply that it's taking time — it's the lack of a clear status update after they took possession of my products and said they would reinspect them.

If the products are still being tested, tell me they're still being tested.

If they couldn't reproduce the problem, tell me that.

If the warranty is approved or rejected, tell me the result and reasoning.

If there's a backlog, give me an updated timeframe.

But repeatedly receiving generic acknowledgements instead of an actual update while my products are sitting with the warranty team is frustrating.

I'm posting this partly to document my experience and partly to ask:

Has anyone else had a recent warranty experience with Headphone Zone where communication became extremely slow after they received your product? How long did the inspection/reinspection process ultimately take?

I’ll update this post if/when Headphone Zone gives me a proper resolution.