Support
Parts, terms and repairs
Everything on this page is a number or a price rather than a promise. If a part is not listed, it is because it has not worn out for anyone yet — ask, and we will find it.
Warranty
The extended term costs nothing and needs a serial number within a month of delivery. Wear parts are called out because a cell is not a fault.
| Family | Standard | Registered | Notes |
|---|---|---|---|
| Headsets | 2 years | 5 years | Cells and earpads are wear parts, covered for 2 years |
| Keyboards | 2 years | 5 years | Switches are user-replaceable and not covered |
| Streaming cameras and lenses | 3 years | 5 years | Shutter covered to 150,000 actuations |
| Microphones | 3 years | 5 years | Capsule covered for the full term |
| Desk audio | 2 years | 5 years | Drivers covered for the full term, cells for 2 years |
Spare parts
Ordered like any other product, shipped with the exploded diagram for the model. Prices include VAT.
| Part | Detail | Price | Availability |
|---|---|---|---|
| Ear pads, Arcus 900 | Lambskin, pair | 39 EUR | In stock |
| Ear pads, Lumen Air | Protein leather, pair | 29 EUR | In stock |
| Headband cushion, Arcus 900 | Clip-in, no tools | 22 EUR | In stock |
| Cell, Arcus 900 | 1,400 mAh, T6 to fit | 45 EUR | In stock |
| Cell, Mote Pro case | 600 mAh, T6 to fit | 35 EUR | 2 weeks |
| Silicone tips, Mote Pro | Four sizes, six pairs | 15 EUR | In stock |
| Driver PCB, Field 65 | Hot-swap, USB-C | 65 EUR | 3 weeks |
| Case screws and feet, Onyx 75 | Full set, PH1 | 12 EUR | In stock |
| Grille, Basalt Go | Powder-coated steel | 28 EUR | In stock |
| Shock mount, Verge C1 | With replacement bands | 44 EUR | In stock |
Currently between production runs
Read straight from the catalogue, so it cannot disagree with the product page. No deposits and no waiting list — it goes back on sale when it exists.
- Field 65Next production run ships in March
Questions
Where is the raw measurement file?
On every product page, under the spec table, as a CSV. It is the median of five production units at 1/12 octave, ungated and unsmoothed beyond that. No account needed to download it.
My unit is out of warranty. Will you still repair it?
Yes, at any age, as long as we have the part — and we hold parts for ten years after the last unit of a model ships. We quote before we start and we return the old components in the box.
Does a firmware update change how it sounds?
No. Firmware fixes bugs and adds codecs. The tuning is fixed in hardware and 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 plainly.
Can I fit third-party pads or switches?
You can, and it will not void anything. Pads change the frequency response — usually in the 2–5 kHz region — so the published curve stops describing your unit. That is a fair trade if you prefer the result.
Something arrived faulty.
Tell us within thirty days and we send a replacement before we ask for the original back, with a prepaid label in the box. There is no diagnostic process to go through first.
How do I register for the extended term?
Serial number and order number, within a month of delivery. That is the whole form. We do not use it for anything else and there is no newsletter attached to it.
If none of that covers it
Two people answer support and both of them have built the products. Include the model and the serial from the sticker under the headband or inside the case, and skip the description of what you already tried — we will ask if we need it.
Replies within one working day, and a real answer rather than a ticket number.