Your headphones broke. That's annoying, and there's no point sugarcoating it. Electronics break sometimes, no matter how careful you are. The good news: we repair VMK20s, we don't chuck them in the bin. That's what this company was founded for. 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 audio cutting out? Plug a 3.5mm AUX cable into the headphones and unplug it. This resets the Bluetooth circuit. Restart the headphones and your phone. You'd be surprised how often this does the trick.
- Bluetooth won't connect? The VMK20 supports Multipoint, meaning the headphones might be connected to another device. Turn off Bluetooth on your other devices and try again.
- ANC humming or hissing? Check that the ear cushions sit snugly around your ears. A little hiss in complete silence is normal – it disappears once you start playing music.
- Headband snapped or came loose? Unfortunately, no reset is going to fix that one. Skip straight to the next section.
How to return your headphones for repair
We have our own repair shop in Kajaani, where Jasse and the rest of the team fix devices by hand. Here's how the process works:
- Take a photo of the issue. It doesn't need to be a work of art – just make sure we can see what's broken.
- Dig up your order number. You'll find it in the order confirmation email. If you can't find it, at least tell us when and where you bought them.
- Send the photo and order number to info@valco.fi. Briefly describe what's wrong. "Headband snapped" is plenty – no need to write a novel.
- We'll reply with the shipping address. The repair shop is in Kajaani. Don't send the headphones until you've received instructions from us.
Warranty or repair kit?
Warranty is 24 months. If the headphones are within the warranty period and the fault is a material or manufacturing defect, the repair won't cost you a thing.
If, on the other hand, the dog ate your headphones, you sat on them, or you ran them over with a tractor – that's not a warranty case. But no worries. You can buy a repair kit to get them sorted. The price depends on the fault, and we'll let you know upfront.
Ear cushions are wear parts. If they've started falling apart after over a year of use, that's normal – not a warranty defect. You can order new cushions separately, and they twist right off.
If nothing helps
If you've tried the reset, read this article, and something's still off, drop us a message at info@valco.fi. Let us know the model, the issue, and when you bought them. We'll get back to you and sort it out.
Sitting on our hands is the worst sin, so we don't do that. Your headphones will be repaired and sent back to you. Thanks for the money – it's going to a good cause. Or at least to the Death Star.
