Your headphones broke. That's annoying, and there's no point pretending otherwise. Electronics fail sometimes no matter how well you take care of them. Good news: we repair VMK20s, we don't throw them in the trash. That's literally why this company exists. Well, that and funding the Death Star.
Before you send anything
Try a couple of things first, because surprisingly often the problem isn't as bad as it looks.
- No sound or it's cutting out? Plug in the 3.5mm AUX cable and unplug it again. This resets the Bluetooth chip. Restart both the headphones and your phone. Surprisingly often that's all it takes.
- Bluetooth won't connect? VMK20 supports Multipoint, so the headphones might already be paired to another device. Turn off Bluetooth on your other devices and try again.
- ANC humming or hissing? Check that the ear pads sit snugly around your ears. A bit of hiss in total silence is normal, it disappears once you play music.
- Headband cracked or loose? Unfortunately a reset won't fix that. Skip straight to the next section.
How to send your headphones in for repair
We run our own repair shop in Kajaani, where Jasse and the rest of the team fix things by hand. Here's how it works:
- Take a photo of the damage. Doesn't need to be a work of art, just needs to show what's broken.
- Dig up your order number. You'll find it in your order confirmation email. If you can't find it, at least tell us roughly when and where you bought it.
- Send the photo and order number to info@valco.fi. Give us a quick rundown of what's wrong. "Headband snapped" is enough, you don't need to write us a novel.
- We'll reply with a shipping address. Our repair shop is in Kajaani. Don't send the headphones before we get back to you with instructions.
Warranty or repair package?
Warranty covers 24 months. If your headphones are still within warranty and the issue is a material or manufacturing defect, the repair costs you nothing.
But if the dog ate your headphones, you sat on them, or you ran them over with a tractor, that's not a warranty case. No worries though. You can buy a repair package to get them fixed up. Flat rate of 69 EUR regardless of the issue, and that covers parts and shipping both ways.
Ear pads are wear items. If they've worn out after more than a year of use, that's normal, not a warranty defect. You can order new pads separately, and they twist right off.
If none of this helps
If you've tried the reset, read through this article, and something's still off, send a message to info@valco.fi. Tell us the model, the issue, and when you bought it. We'll get back to you and sort it out.
Sitting on our hands is the worst sin we know, so we don't do it. Your headphones get repaired and sent back to you. Thanks for the money, it's going to a good cause. Or at least to the Death Star.
