For ease of reference R...my responses in brackets and underlined....
Your interpretations would be applicable to defective goods. I think their offer is for 100% customer satisfaction with the product. Have another read of their money back guarantee. (
MrPM22 thoroughly describes this issue above and that experience would be the norm not the exception. It's called great customer care.)
Leaves a very wide berth for return IMO. (
Yes it does and so it should. If the customer experience is less than excellent you'd have read about it. Not once have I read a review that was critical of our returns policy but many that have praised it)
Yes, we know of the BT connection issue where customers MAY have been fully justified returning the goods. How many returns ? (
Agree) who knows ? (m
y point exactly...who knows?) But let’s face it, very easy for customers to claim discontent on something else (eg tinnyness of sound, poor bass, discomfort or whatever) and that constitutes less than 100% satisfaction.
(No it doesn't! And this is where I think you might be seriously overestimating our generosity. Fit for use does not include user mistake. In support of this I point out that NUH has posted videos on their site for those unfamiliar with "in canal" and "over canal" earbuds. The tinnyness and lack of bass in particular are typical symptoms of improperly fitting "in canal" type buds. Did a rather large post on point fairly recently if you recall. You can only do so much when the customer can't work out the "seal" side of "in canal" hearing devices. As for Bass...believe it's a very minor tweak to add boost bass feature...the drivers in our products are nothing less than premium quality and our software fixed settings would be limiting the decibal output. In other words you put upper limits so peeps don't damage their hearing. If you let the drivers put out their full potential/volume they'd likely do serious hearing damage...in other words it's not the drivers that limit the bass it's the software. One of our members was able to add extra bass via TP apps...and it's a matter of taste...different listening to Dr Dre than Beethoven. So no they wouldn't accept these type of returns. They would educate the user one on one (live chat/phone). I think that this tinnyness was the very main reason for discontented user reviews and THAT's why NUH went to the trouble of creating a video to educate consumers about ensuring proper "in ear canal seal" which is what our entire range is I would imagine this would have cut down heeps of chat/phone time e.g. Yes sir/maam...ahah...mmmm...very common problem...we have a link on our site...please have a look and if you continue to experience any difficulties please call us straight back...wait to hear...no callback. Why no call back? Because they worked it out...no fuss no embarrasment and most importantly...no return. Reviews (and we're talking audiophiles) have stated same and if memory serves they were equal to Bose in terms of hi fidelity output. And don't overlook who we have on board as our VP...Dave Audiofly...absolutely no meed to worry about highest fidelity sound...he da man...Bose/B&O..whoever...they aren't beating us on that front...at any time That alone is a critical and key point to our growth potential or should I say Exponential! 
)Nuheara, being new on market building a ‘responsible’ reputation would have IMO presented themselves as accomodating opposed to dealing with the return as an issue. (
Good customer service requires people skills...ever had a live chat with them? I have...no probs...quick friendly professional. Ever heard anyone complain about their service? I can't recall any serious criticism. So why do you presume they are pandering? I'd be worried if we had a "Soup Nazi" approach to our customer care. I also recall that the collective had a very lengthy debate about this very issue with many articles cited as to how to best ensure customer retention rates and that against those standards we held up magically. You surely recall that...sorry won't source it...too hard...posting off phone). My live chat communication experience was excellent. Further how many posters here have spoken direct with Justin?...R try some other ASX Co's you won't get that courtesy at all not unless you've got a powerful ACCC threat against them ... so I understand cynicism being one at heart...but think you2re being harsh in your judgement...but fair enough...your $) and Consumer rights often trump manufacturers rights.
(Consumer rights in Oz are fairly uniform across State jurisdictions. Again "fit for purpose" is main tenent. Also the common law has very broad remedies for products that cause harm. You csn bet NUH has intimate knowledge of consumer law and would have appropriatte procedures and insurance in place. Don't concern yourself at all in this regard if it is in fact a concern.) Now enter the level of fabricated discontent, second thoughts on the purchase
. (Think I've covered this above...put another way...fair trade and dumb trade are two different things. Nothing about NUH indicates "dumb" to me...just the very opposite in fact.)
The H1 results will hopefully allow us to dig deep in pursuit of answers wherever red flags appear. I’ve simply taken some money off the table, yes, to protect my avg entry price. Thirteen months ago I went 100 % free carried and that decision provided me with an essentially ‘stress free’ year. I said at the time, best way of managing greed and fear. So true. For the record, my conviction on Nuheara’s potential has never wavered since I first bought in Aug 2016, but that does not mean you have to Buy more, Buy more and Buy more. ROI rules in my book.
(No comment on the balance R except...not sure what ROI is?)
Hmmm...on the other hand...there was always a rather large line up down the street...
(20min delay)