Warwick Acoustics Bravura Headphones

After about an hour of use, my new Bravura system, M1 amp failed on the output stage. So why 5 stars? Because this review is about customer service both on the part of Warwick Acoustics and headphones.com, not the unit itself. I contacted headphones.com (SAM) and he walked me through a couple steps to ensure it was not operator error. Sam then said he’d contact Warwick to see if they could send out a replacement as headphones.com was on backorder status. Within the hour, I got a call from the Dir. of Headphones at Warwick (UK). Unfortunately, they were on backorder status there and had no replacement units to ship. He walked me through a few diagnostics to help determine what the fault might be. Mind you, this was at 2pm CST which was 7pm UK time. Sam at headphones.com could have stepped away at this point, but he continued to keep in touch and involved in the fix. Warwick continued to communicate with me via email until 4pm CST which again was 9pm in the UK. At that point we determined it would have to be sent back for repair as they didn’t have a replacement. He said he would send return labels in the morning. The next morning, all the necessary shipping labels were in my in box along with a commitment to shoot for 1-2 day turn for repairs. He also arranged for the DHL pickup with expedited shipping, all at no charge to me. He went on to say he would contact me when it arrived at Warwick and stay in communication until it shipped. Wow! It’s never pleasant when a new piece of gear fails, but what more could you ask for. I felt like I was their most important customer! I have no doubt they will make things right as quickly as possible. A review of the unit itself will come once I get it back and log some hours with it. In the interim, hats off to headphones.com and Warwick Acoustics for their top-notch customer service. If you look at other reviews, you will see similar feedback on headphones.com and Warwick customer service. Having lived it, I am another witness to their commitment to their customers.