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Kelvin

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Ask us something measurable

Two engineers and three people on the bench answer this form. If a question has a number for an answer you will get the number, and if we do not have it we will say that instead of estimating.

A sunlit shelf of Kelvin hardware beside the bench where it is measured.
  • One working dayTechnical questions sometimes take two — we measure first.
  • Quoted before we startOut-of-warranty work is priced and agreed, always.
  • Parts for ten yearsFrom the last unit sold, not from the launch date.
  • No tiered supportThe first person who answers is the one who can fix it.

Send it to the bench

Serial number, firmware version and what you were doing when it went wrong will get you a real answer first time. "It stopped working" gets you a reply asking for those three things.

Demo formNothing here is transmitted. There is no request, no inbox and no storage behind this form — values stay in the page until you reload. Please do not type anything you would not put on a postcard.

Optional

Only if you would rather we rang.

Optional

Only if you are writing on behalf of one — it changes the invoicing, not the answer.

Optional

Serials are on the underside of the yoke, inside the case lid, or on the box end.

Firmware version and source device are worth including for anything that involves a wireless connection.

How should we reply?

No message is delivered. Nothing you type is kept once this page is closed.

Who reads what

Five desks and no tier above them. Whoever answers is the person who can act on it, which is why we ask you to pick the right one.

  • Technical

    Wies, acoustics

    Frequency response, impedance, latency over each codec, and which of two products actually suits what you are doing. Wies wrote the measurement rig and will send you the raw ungated data rather than a smoothed picture of it.

    technical@kelvin.exampleMon–Fri, 09:00–17:00 CET

  • Repairs and parts

    Tomas, bench

    Anything at any age, as long as the part exists — and we hold parts for ten years after the last unit of a model ships. Work is quoted before it starts and whatever gets replaced comes back in the box with the unit.

    repairs@kelvin.exampleMon–Thu, 08:00–16:00 CET

  • Warranty

    Noor

    Two years as standard, five if you register a serial within a month of delivery. Wear parts — cells, pads, tips — carry two years regardless. If something arrived faulty within thirty days, Noor sends the replacement before asking for the original back.

    warranty@kelvin.exampleMon–Fri, 09:00–16:00 CET

  • Orders and delivery

    Idris

    Where a parcel is, what a restock note actually means, and duties on anything crossing a border. We ship duty-paid, so an invoice on your doorstep is a mistake — tell Idris and we will settle it, not you.

    orders@kelvin.exampleMon–Fri, 08:00–17:00 CET

  • Dealers and OEM

    Wies again

    Distribution terms, demo stock, and the occasional request to put a capsule or a driver in someone else’s product. We say yes to about one of those a year, and the conversation starts with what you intend to measure.

    dealers@kelvin.exampleTue–Thu, 10:00–16:00 CET

Send the serial number first. Every honest answer we can give starts with knowing which unit you have.

Where we are

A workshop with a chamber attached, and a listening room you are welcome in by appointment. Neither is a shop.

The workshop

Bench, chamber and repairs

Keileweg 26, unit 43029 BT RotterdamNetherlands
Monday to Thursday
08:00 – 16:00
Friday
08:00 – 13:00
Saturday, Sunday
Closed

Repairs are posted here, not carried in — there is no counter and the chamber takes up most of the floor. If you are local and would rather hand something over, write first and Tomas will meet you at the door.

The listening room

By appointment only

Van Nelleweg 1, building 33044 BC RotterdamNetherlands
Wednesday
13:00 – 19:00
Thursday
13:00 – 19:00
Other days
On request

Ninety minutes, the full range on a treated wall, and your own source if you bring it. It is free and nobody will sell you anything — the room exists because a measurement cannot settle whether you like something.

Asked most often

Six that arrive weekly. Longer answers live on the support page.

Where is the raw measurement file?
Under the spec table on every product page, as a CSV. It is the median of five production units at 1/12 octave, ungated and unsmoothed beyond that. No account, no email address, no form in front of it.
My unit is out of warranty. Will you still fix it?
Yes, at any age, as long as the part exists — and we hold parts for ten years after the last unit ships. Tomas quotes before starting and returns the old components in the box so you can see what was actually replaced.
Does a firmware update change the sound?
No. Firmware fixes bugs and adds codecs; the tuning is fixed in hardware, so the curve you measured on day one is the curve it keeps. If we ever needed to change an acoustic behaviour we would ship it as an opt-in profile and say so in the release note.
Can I fit third-party pads or switches?
You can, and it voids nothing. Pads change the response, usually somewhere between 2 and 5 kHz, which means our published curve stops describing your unit. That is a fair trade if you prefer the result — we would just rather you knew it was happening.
How long does a repair take?
Ten working days from arrival for anything with the part in stock, and we tell you at the quote if it is not. Postage back to you is on us in every case, warranty or otherwise.
Do you sell direct in my country?
Across the EU and the UK, duty paid. Elsewhere it goes through one of eighteen dealers, and warranty is honoured wherever the unit ends up — a serial is a serial regardless of which continent bought it.

What happens after you write

The serial decides everything

Firmware, revision, warranty term and which pads it shipped with are all attached to it. With one, most questions are answered in a single reply.

A fault is reproduced before it is diagnosed

If we can make it happen on the bench we tell you what it is. If we cannot, we say that too, rather than guessing at a component.

Nothing is done unquoted

Out-of-warranty work gets a price and a date first. You can decline, and we post it back unopened at our cost.

The old parts come home with it

Whatever we swapped out is in the box when the unit returns, labelled. It is the cheapest possible proof that the work was real.

Support