CFGs - issue and resolution

[HantsRob]

I just wanted to give a bit experience around CFGs. This is not intended to bad mouth or to praise, just hopefully a relatively honest review of the latest style.

TL;DR - CFG released a new mould so the electronics are removable, so if they fail they can send spare electronics so you aren't without your CFGs rather than electronics moulded into them. Unfortunately this didn't work!

 

So HantsRob was going "way up north" (relatively speaking) so last September time I booked an appointment to go to CFG central. I was greeted by Rich who was charming and a pleasure to speak to, and you can see the lab working through glass screening. I was only there for 15-20 minutes as that's all that is required, and was a simple check of details and payment, take the mould, choose a colour, and then some final admin before leaving. Simples! I was told they are moving from a process of sealing the unit around the mould, to having them removable. This means they can be upgraded, swapped, changed etc without having to send the complete unit back. I voted for this new method and was warned there'd be a slightly longer delay, but I'd have a superior product. Sold! It was getting close to winter and the bins headphones will keep my ears warm anyway.

Around January maybe February my CFGs finally arrived. 3ish months wait from appointment to delivery wasn't so fun, but I was so excited to try them on! I had paid big bucks for the electronic ones and had no idea of expectation. I put the batteries in and they SCREAMED electronic noise in my ears and instantly hurt. On all 4 settings they still caused pain, so I went to a clay ground for a second opinion. They just hurt and didn't feel right. I contacted CFG and at first they didn't believe the issue so I sent them some videos of them inserted just at home with no noise and they agreed it wasn't right.

I shipped them back and chased a few weeks ago and they promised they're in flight. I received an email stating I was being shipped the "classic style" (may have said old style?) and when they arrived I can confirm they work exactly as designed. PHEW! So, a long journey, but they did help. I feel I must add at this point they did ship me a pair of passive plugs for free in January as a gesture of goodwill for which I am grateful for.

I haven't tested on a clay ground but I did cut the grass in them and tested the modes. No screaming and no issues, as designed and I am happy.

It feels like maybe their new design was a failure and they had to revert. But, knowing the issue means they can resolve the issue. I am now happy with my purchase, and just wanted to share my experience.

[Poor Shot]

I can echo your experience somewhat though I wasn't particularly happy with the customer service offered by CFG and would honestly recommend that anyone in the market uses one of the other suppliers as a result. 

I've rounded up the dates as I cannot remember exactly without trawling through 2 years of emails but the timescales are reasonably accurate. 

Similar to yourself I was impressed by CFG, their product and recommendation from the TGS YouTube channel. So in July 2021 I made a purchase of a set of CF Digitals and arranged a home appointment which took place early July. The plugs were delivered mid August. All going well so far and exceeding expectations. The product worked great and the fitment was perfect.

Around June 2022 the LHS plug microphone fails followed by the RHS a few weeks later. CFG were great in response to reporting the issue, simply send them back and we'll investigate. Thankfully CFG agreed to replace with new under warranty due to electronic failure. This is where things started to go down hill with the replacements taking over 4 months to arrive with 5-6 rounds of follow up emails and phone calls promising delivery but failing every time.

Roll forward to February 2023 and both plugs fail in the same manner less than a week apart after just 4 months of relatively little use. CFG agree to take a look at them but any repairs would not be covered under warranty and are chargeable as they only offer a warranty of 1 year from date of initial delivery. After a whole load of complaints from myself CFG agreed to carry out the repairs as good will. Like yourself, the second pair would be based on their newest product and have replaceable electronics but for whatever reason this didn't work and the production of a third set (according to their email and web based tracker) had commenced. It's now mid May 2023 and I have yet to receive the replacement set. Despite asking and stating my lack of confidence in their product CFG offered no additional warranty or guarantee of any kind on what will be my third set of a very expensive product. If the third set fails prematurely then I'm on my own and liable for any repair costs. They'll likely end up in the bin should that happen and a more detailed and thorough write up of this whole experience posted onto every TGS video and every Facebook post asking for an in ear electronic recommendation. 

I initially bought the product because I struggle with over ear head sets colliding with the stock mid mount which is incredibly off putting. In the time that the CFG products have been in for 'repair' I have purchased a set of electronic over ear defenders and learned to overcome the issues I had with them. 

TLDR: Very expensive product which seem of an adequate quality but unreliable and with a post-sale customer service that is at best disappointing. I would 100% recommend that anyone in the market for electronic in ear defenders goes with CENS and pays the 20% additional cost. 

 

[HantsRob]

Yes, I'd add that email replies can be same day or 4-5 days later. 
I'm sorry you had the same issue with the upgradable ones but then glad that it wasn't just me!

I believe @Pops_Hants went with a local vendor (Mercury?) and has really good earphones but also suffered with the UX side of it. So I don't think it's unique to CFG.

 

For £399 minus 10% discount I'd want a better service and warranty, but that's outside of my control.

[Spr1985]

I won’t go into detail but can’t say as I am surprised, price point to customer service from cfg was sub par for me and that’s putting it politely. 
 

when I next require a set I shall be using vario

[Joe180]

I’ve had the same problems with swat com .

[mpmilo]

1 hour ago, Spr1985 said:

I won’t go into detail but can’t say as I am surprised, price point to customer service from cfg was sub par for me and that’s putting it politely. 
 

when I next require a set I shall be using vario

As far as i know Vario have sold out to Swatcom, One of my rev 4s packed up and despite numerous messages, emails etc nothing . Now i see Swatcom are doing the C20 which Vario were marketing as Novo.

I have some CFG moulded passives which do the job i want them to. But i was not overwhelmed by the time they took from mouldings to delivery.

Edited May 16, 2023 by mpmilo

[vmaxphil]

Oh dear sorry you've had a bad experience with them, I've just sent mine back as the right hand one has stopped working, I'll let you know the outcome 

[MrPhantom]

11 hours ago, mpmilo said:

As far as i know Vario have sold out to Swatcom, One of my rev 4s packed up and despite numerous messages, emails etc nothing . Now i see Swatcom are doing the C20 which Vario were marketing as Novo.

I have some CFG moulded passives which do the job i want them to. But i was not overwhelmed by the time they took from mouldings to delivery.

That's interesting, re Vario and Swatcom. I have the revolution 3's and had excellent support from them when I needed a replacement module under warranty. 

[mpmilo]

https://www.variohearables.com/

 

Click on looking for our online shop at top of page.

Edited May 17, 2023 by mpmilo

[vmaxphil]

Well i had an email from them Wednesday morning, bearing in mind I only posted them Monday first class, they have looked at them and the right one needs a new speaker the left one is quieter than they would like and they are going to digi upgrade both sides for free, total cost including postage £ 67.25, I'll post on here when I get them back.

 

[mpmilo]

1 hour ago, vmaxphil said:

Well i had an email from them Wednesday morning, bearing in mind I only posted them Monday first class, they have looked at them and the right one needs a new speaker the left one is quieter than they would like and they are going to digi upgrade both sides for free, total cost including postage £ 67.25, I'll post on here when I get them back.

 

I was after  one new rev 4 replacement unit for mine after an unfortunate accident, never had an answer to any e-mails etc. That was in November 22, seems like they are doing repairs. But not producing new units.