To: Etymotic Research Inc. Customer Support

I recently placed an order with you for accessories for my Isolator ER-6i headphones. I was very disappointed when UPS added an additional brokerage charge of approximately US$27 (plus taxes and duties) to the order. Since the value of the the order was only $43, your courier’s brokerage charge was almost two-thirds the value of the goods ordered.

Please consider using another courier for Canadian orders. USPS/Canada Post’s brokerage charges are much smaller, of the order of $5.

I would also like to note that none of your agents in Toronto seems able to stock these spares. I visited all three of the dealers mentioned on your website:

• Long & McQuade had no stock, and didn’t seem particularly keen on ordering any for me.
• Carbon Computers, though very helpful, only had eartips for the ER-6, and didn’t know that they wouldn’t work with the ER-6i.
• CPUsed sold me an incomplete bag of ER6-14 eartips; only 6 tips for the full price of 10. When they weren’t assuring me that they’d work with the ER-6i, they were trying to sell me a set of Shure E2C headphones, which they said were better.

Up until now, I have been widely recommending your products. Until I know that you’re serious about supporting your Canadian customers, however, I cannot recommend your products to anyone in this country.