Exemplary customer service from the Seymour Duncan Custom Shop

Snaxster

Snaxster

Nov 29, 2008
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#1
Recently I wrote the Seymour Duncan Custom Shop about a pickup of theirs that I bought used from its original owner. The pickup was fine, but its cover was a little rough: its white factory logo was blacked out with marker, and seemed as if it would never again look nice, even after a clean-up. I prefer no logo on pickups anyway, so I asked if I could buy a replacement cover with no logo from them or a dealer.

The rep who answered me ended up owning my case, following through at each step. They asked for photos, which I sent. Then they asked for a measurement of the spacing between the pole pieces, which I sent.

Then they said that the Custom Shop was fabricating a new cover for my pickup. Fabricating. Did I mention that they fabricated a new cover for my pickup that I didn't even buy new? Then they mailed it to me, all free of charge.

Geez, people, but it gets no better than that!

The new cover fit my pickup perfectly and looked great. I thanked the rep profusely, paid them and team high compliments, and sent them a nice photo of the pickup with its new, all-black cover.

There is my tale of a fantastic customer service experience. My thanks again to the Seymour Duncan Custom Shop.
 
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#5
megafiddle said:
Aren't their pickup covers injection molded?

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Yes (or similar; I'm no plastics expert). But some at least are blank, with no holes drilled for pole pieces.

So, though the fabrication in this instance was not from a billet of plastic, for example, the cover still was custom made for my pickup.
 
#7
Snaxster said:
Recently I wrote the Seymour Duncan Custom Shop about a pickup of theirs that I bought used from its original owner. The pickup was fine, but its cover was a little rough: its white factory logo was blacked out with marker, and seemed as if it would never again look nice, even after a clean-up. I prefer no logo on pickups anyway, so I asked if I could buy a replacement cover with no logo from them or a dealer.

The rep who answered me ended up owning my case, following through at each step. They asked for photos, which I sent. Then they asked for a measurement of the spacing between the pole pieces, which I sent.

Then they said that the Custom Shop was fabricating a new cover for my pickup. Fabricating. Did I mention that they fabricated a new cover for my pickup that I didn't even buy new? Then they mailed it to me, all free of charge.

Geez, people, but it gets no better than that!

The new cover fit my pickup perfectly and looked great. I thanked the rep profusely, paid them and team high compliments, and sent them a nice photo of the pickup with its new, all-black cover.

There is my tale of a fantastic customer service experience. My thanks again to the Seymour Duncan Custom Shop.
Click to expand...

Zoobiedood said:
Wow, awesome!
Click to expand...

Snaxster said:
Yup. I was impressed. Keep up the good work over there. :thumbsup:
Click to expand...

But you know what I just remembered? One of the very worst customer service experiences I ever had with a music equipment maker. It was about five years ago and the company was D-TAR.

I feel compelled to mention that event now since D-TAR is (or was) a partnership between Seymour Duncan and Rick Turner.

Back then I owned two D-TAR products, one rather pricey, that I bought new from an authorized dealer. The lesser of the two was an acoustic guitar pickup. I never used it. So when I was done with my acoustic guitar kick, I sold the D-TAR pickup online. The buyer received the pickup from me, then discovered that a mounting nut was missing from the previously unopened factory package. I said give me one day to make it right or the pickup is yours for free. Then I emailed D-TAR, explaining the situation and asking for a replacement mounting nut. Not only did D-TAR not reply to me in one day, but they never replied to me. So I refunded the buyer's payment to me and wrote off D-TAR forever.

With one hand he giveth...

But really — fair is fair. Based on these two random samples, the marked difference between the customer service cultures of the Seymour Duncan Custom Shop and D-TAR, though they have Seymour Duncan in common, is striking and bizarre.
 
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