So I bought a pair of Shure in-ear phones (E4C) from Amazon about 22 months ago. They were very good, and I was dead happy with them.
They needed a really deep push into your ear canal, and unless you did this, they sounded rubbish. But when you fitted them right (takes a long time, and a lot of experimentation to do this), they sounded lovely. ( I rip music at a minimum of 256k, BTW, so I know the difference between good and bad rips)
But the cable casing on the E4Cs was badly designed, and it cracked open in the place it curved over your ear. Both of my cables cracked and split open. The plastic simply wasn't flexible enough; not fit for purpose. So, 22 months after purchase, I phoned Shure **AND THEY JUST SAID FINE, SEND THEM BACK AND WE'LL REPLACE THEM**. Super customer service. I sent 'em back, and 4 days later, they sent me a whole new set of their latest E110 sound insulating phones, which sound even better.
These new E110s are dope, but even more impressive is the 'no messing' way that Shure reacted when I had a problem. Great product, great customer service. Well done Shure.