My 5 month old MTW4 broke and this is my experience with the support. I need help!
Hi guys, this will be my first reddit post and my first time doing a post like this in any form, so bear with me.
I bought my MTW4 in October 2025 and they broke 5 months later. My left ear bud stopped making any sound. This started my exhausting journey trying to activate the warranty and right now I need some advice.
On 22nd of March, I filled the first support form on Sennheiser's page and waited for a response.
Almost 3 weeks later I DM u/sennheiserconsumer to see if it got any updates on my request. They said they will get in touch with their team.
A week went by with no answers so I ping them again. This time they said their servers were down for a while and on top of that they were busy with overload of requests.
On May 05, I pinged them again as I didn’t get any response.
On May 08, I decided to fill out another support form. The same week I finally got a response but not the one expected:
As you bought your device on October 2022, in this case, the manufacturer's warranty has unfortunately already expired.
I was baffled, after 1 month I finally got a response and it was this one. I replied, remind them that I bought them last year (2025) not in 2022.
I waited for them to reply but no luck and on May 18 I sent another DM to u/senneheiserconsumer. This time the problem might be that Im using a hotmail email and the platform does not work well with it, I gave an alternate gmail.
On May 21st I finally got the answer to my reply (in German for some reason this time, all contact so far was in English). I translated and it said that I should contact their service partner here in Portugal (where I'm based), Magnelusa. And that’s what I did the next day.
Magnelusa replied with the procedures and rules. These are some of them:
- I have 7 days to send them the headphones and all costs of shipping will be on my account
- They stated that I might need to pay them for 1 hour of service
- After the process is done (successfully or not) I have 30 days to pick them up. After that time, there’s a cost of 5 eur per day. Note that I live more than 3 hours away (by train) from their factory. (Side note: I didn’t understand this part because in another place they said that if the warranty was activated they will cover the delivery cost)
I was not happy with the need to pay to activate (or not) the warranty of a 5 month product, so I contacted Sennheiser again to see if this is really the only way. So far no reply.
Do you guys have any advice for me? Is this the normal procedure for a broken device under warranty? Should I risk paying Magnelusa services even though the warranty may not be triggered? Thanks in advance.
TL;DR: My 5 month MTW4 broke, spent 2 months trying to get support to activate my warranty and now they want me to pay for the eventual warranty service. I need some advice.