Sennheiser CX True Wireless Earbuds Repeated Issues and Poor Warranty Service

I purchased the Sennheiser CX True Wireless earbuds on 30.06.2022 through the Sennheiser website. The product initially malfunctioned on 03.07.2023 and was replaced with a new unit, accompanied by a fresh invoice dated 03.07.2023. However, the replacement product also failed on 19.12.2024. Despite returning the defective unit, I was informed that the package was rejected due to reasons like incomplete invoices or fees, none of which apply in my case.

All required documents—original invoice, contact details, and a detailed report of the issue—were included in the return package. Yet, Sennheiser failed to address the problem. Having two separate units of the same model malfunction within 2.5 years suggests a defective product.

The company’s refusal to honor the two-year warranty from the 2023 replacement date is unacceptable. If they consider the 2022 purchase date as the basis, they are obligated under consumer protection laws to repair the product during its designated lifespan. Per Article 58(7) of the Consumer Protection Law, I will escalate this issue to the Consumer Arbitration Committee.

Furthermore, the original invoice from the first purchase was not returned to me by the authorized service. Sennheiser's handling of this matter is deeply disappointing and not reflective of a reputable brand. I urge the company to resolve this issue promptly.