Since December 2018
Hey everyone, thanks for paging me, just getting caught up on my inbox.
Glad to hear that there's a good resolution to this. Happy to intervene or escalate things when I can.
I wouldn't say our CS has "gone downhill", I'd actually say based on the stats I've seen (time to first response, customer satisfaction, etc) things are quite a bit better now than they were 1-2 years ago.
Overall this situation looks like an honest misunderstanding. You'd be amazed at how many pictures of beat up gear we get, claiming "manufacturers defect".
PM me, I'll see if I can locate a spare pair of TH-X00's lying around the office and I can hopefully send you the replacement part.