Business ProfileforSonova Consumer Hearing USA LLC

Sennheiser which is now owned by Sonova manufactures a product that seems to have a flaw in its cable that causes the cable to fail within months. This did not occur in previous products I have owned from Sennheiser. Their warranty page says all products Sennheiser branded except the exclusions are covered under a two year warranty. Cables are not on that exclusion list yet customer support refuses to replace it citing cables not being covered. The support process is also tedious with the run around between websites to find the one to make a request. I could not find a warranty page just a product request form. There was no response for the first request and after a few days I made another request and received an automated email and then one from a support agent. The support then said to visit a website to fill out a service form and then email further documentation and then to mail everything. I waited two weeks and there was no update or package. I inquired about it further and three days later the customer support says that cables are not included under warranty and asked about proof of purchase which was already provided multiple times and tracking which indicates the product was lost in the mail. The discrepancy between the support agent's statement "We do not replace single cables under warranty at our service facility" and Sennheiser's warranty page is a clear warning for me to stay away from oem Sennheiser in the future. Again, their warranty page makes NO mention of cables themselves being excluded just "cable clips" which are very different.