August 2016 by MIke Hatcher
Ordered my GX-3b in May. Customer Service rep (Justin) stated that the impressions were not very good and he thought I would have a problem with the fit, I told him that I would provide him with new impressions so that we could get a good fit, he stated that wouldn't be necessary that they could work it where the fit wouldn't be a problem. I reiterated that I would get new impressions, he said don't worry about it. As fate would have it, the fit was not good, couldn't get it to seal and when it did, it would only take a few minutes for it to lose the seal and all kind of ambient noise was flowing in. I called and spoke with Justin who said that it could probably be fixed with another coat of lacquer, I asked if I should just send new impressions and he said no. He stated that he could give me a 10 business day turn around and if this didn't fix it, then we could do new impressions, that was July 19, 2016. I sent the ears two day express because I had four gigs in the next month and only wanted to wear the cans for one. After an e-mail and three phone calls to Gorilla and speaking with Craig asking for Justin to return my call I finally got in touch with Justin on August 21st. Justin stated that there was a mix up at the lab as to what they were to do with my ears and that they hadn't even started on them but that they could get them done by Wednesday and have them to me by Thursday. By this time, I was frustrated with the whole process and ask for a refund, at that point Justin became very pissy about everything, his response was "fine, if that's how it has to be." I asked when I could look for the refund and he interrupted me and said soon and was going to hang up on me, I asked again when I could look for the refund, and in a vary short and sassy tone of voice, he stated, "I'm going process your refund right now" and hung up the phone. The sad part about it is, the ears, when they fit, had a great sound and if Justin had not acted in such an unprofessional manner, I might have asked for an upgrade to my ears in exchange for all of the trouble I had put up with. Again, great product but sadly, very poor customer service after the sale. I definitely will go back to 1964 ears, the extra price is worth it because their customer service is great.
