Unhelpful customer service

Paulabass

Paulabass

Sep 18, 2017
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#1
There's another thread running about a blown up amp, and the manufacturers customer service being little to no help.
Yesterday I wrote GK, about whether an SKB rack offers enough cooling around the amp.
The almost snarky response- I don't know, if it doesn't work stop doing it.
Thanks. Have another coffee before work.
 
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#2
I'm surprised to hear that about GK. I got lots of help from Mesa years ago when choosing an SKB case for a Carbine M9.

While its admittedly tricky for one manufacturer to comment on the compatibility of their product with another manufacturers' gear, especially if they haven't conducted tests, for rack mountable equipment you'd think folks would be able to at least give some advice on "the usual suspects".
 
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#4
I've received terrible customer service from Fender (wouldn't even pay attention to what I was saying) and Heritage guitars (real jerks, no customer service skills, way behind the times w/ technology). I've seen some comments from some commercial users on here that I think are a bit stupid as well. Generally, you get better CS with smaller companies, but Heritage was obviously an exception. Surprisingly, I've had good customer service from Gibson, though. They were polite and got back to me rather quickly. I've had great customer service from Steve Kudela, D'addario, David Luke of Revsound and Scott Beckwith of Birdsong in the past.
 
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#5
Member8675309 said:
UPS lost my package::::::::::::::

Me: Hey, I dropped off a package last Saturday, and it was somehow sent to Colorado rather than Missouri.

UPS CSA: O.K.
Click to expand...

They are terrible. Dealing with FedEx is also horrible, I have to ship stuff with them all the time. There's issues all the time and they never want to own up to them.
 
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#6
Tanner5382 said:
They are terrible. Dealing with FedEx is also horrible, I have to ship stuff with them all the time. There's issues all the time and they never want to own up to them.
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I’ll still take UPS over FedEx due to past issues. Honestly, I trust the USPS the most outta all of them. I think the gov’ment hit a home run with that one.
 
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#8
Paulabass said:
There's another thread running about a blown up amp, and the manufacturers customer service being little to no help.
Yesterday I wrote GK, about whether an SKB rack offers enough cooling around the amp.
The almost snarky response- I don't know, if it doesn't work stop doing it.
Thanks. Have another coffee before work.
Click to expand...
that sucks.
 
#9
I've not had to use CS a whole lot over the years luckily. I've had good luck with the string companies that I've contacted..DR, Dunlop, LaBella, and D'Addario.

Carvin customer service was not impressed when I explained to them how I fixed the new amp they just sent me and they should apply this simple grounding fix to future production. Sent that thing back.

I contacted GK about how to properly remove the grill from the MB112 amp...nobody knew how?

I recently had Mesa Boogie repair a pedal and thier CS is exceptional, top notch, and outstanding.

Roscoe and AudioKinesis of course have famously incredible customer service.

On the other end of the spectrum is Joe Barden, who does not stand behind his products at all. Avoid.
 
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#11
I’ve always found that UPS is the worst shipping company to deal with. Their delivery guys are the rudest, most arrogant and aggressive people I have ever met.

Example: I was sitting in my doctors office when I see the big brown truck roll up. It then proceeded to reverse into two parking spots for the disabled. Thinking he hadn’t realised, I nipped out to let him know. He knew alright and got really snarky when a asked him to move his truck. After a spell of toing and froing he did eventually move it. I should have just called the cops. I use UPS as little as I possibly can.
 
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#13
JRA said:
rude may be the new "i don't know."
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What I see increasingly, especially in the high tech consumer industry is that staff are given scripted instructions that they clearly have to follow very closely on fear of dismissal, and they are certainly not allowed to think for themselves or take on responsibility. I would think its kinda inevitable if you dehumanise your staff and attempt to turn them into automatons then a certain percentage of them are going to end up as empathy free dehumanised automatons, and its really a bit unfair to blame the poor folk for what their management policies have turned them into. Get them out of the toxic office and they're probably perfectly decent people.
 
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#16
Paulabass said:
The almost snarky response- I don't know, if it doesn't work stop doing it.
Click to expand...

Aren't Gallien-Krueger Germans?
Once I worked with a German guy & he didn't mean to be like that, but he'd do funny things like pull up to drop us off (in his car) & say "Get Out!".
It seemed rude to us, but very normal if he'd said it in Deutsch.
 
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#17
Killed_by_Death said:
Aren't Gallien-Krueger Germans?
Once I worked with a German guy & he didn't mean to be like that, but he'd do funny things like pull up to drop us off (in his car) & say "Get Out!".
It seemed rude to us, but very normal if he'd said it in Deutsch.
Click to expand...
Actually, I think Bob Gallien is a California guy. The Krueger gent was a fellow HP engineer who seemed to disappear (at least as a public figure) from the GK scene a long time back. And you are correct that if one is translating from German to English, the sentences can come out a little terse.
 
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#18
Paulabass said:
There's another thread running about a blown up amp, and the manufacturers customer service being little to no help.
Yesterday I wrote GK, about whether an SKB rack offers enough cooling around the amp.
The almost snarky response- I don't know, if it doesn't work stop doing it.
Thanks. Have another coffee before work.
Click to expand...
They could at least tell you how much space you need around the sides.

Maybe forward the message to sales. Or the boss if you can find his e-mail.
 
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#20
Hipshot has very good CS.
Bought a black Schaller D-tuner in '90, finally got around to thinking of putting it on a build last year and found it had no bushing.
Called to ask about purchasing one and they said no worry, we'll send you a set.
Small, low cost item, to be sure, but 27 years after the purchase? I may have even lost it, but it was on me to notice if it was missing from the original packing.
Little gestures like that go a long way for a company's rep!
 
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