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March 2nd, 2025 17:41
AW920H, headband cushion peels off
The headband cushion peels off, the leather or leatherette comes off even if you store them properly. Horrible design and I think this is why the newer models don't have this type of cushion. I called Dell Support and the wouldn't honor a replacement. They wouldn't even quote me a part to replace it. And when I asked the agent if that means I should throw a $230 pair of headphones away after 18 months of usage they were silent. Dell Support should have a good will gesture to cover these things knowing that the design/product team messed this up. I'm very disappointed and won't be picking Alienware again because of Dell Support. I'm an old customer from before the acquisition and I have two desktops and two laptops for my son and I. Shame.
alienwave
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May 5th, 2025 11:15
Hey, I’m in the exact same boat. Got my AW920H about a year and a half ago too, always stored them in a case, and took good care of them. But recently the headband cushion started peeling, and now I’m noticing more spots coming apart. I thought about getting those replacement cushions on Amazon, but they’re pretty overpriced.
It’s honestly frustrating—especially for headphones that cost this much. I was surprised Dell Support didn’t even offer a replacement part or any real help.