Unhelpful customer service

#21
When I was using rack mounted amps, I always used a rack that was bigger than what the amp needed. Typically, I would use a 4 space rack for an amp that took 2 spaces. I would mount the amp in the middle, leaving a space above and below. I never had any issues.
 
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#22
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...


Wanted a black pick guard for my Epiphone Thunderbird. I was home sick, up late and noticed that EPi had their parts line staffed for 24 hours. Decided to call, it rang multiple times, no answer. Called back an hour later, was watching a movie, set the phone on speaker and started watching the movie.

One hour and a half later, a very annoyed employee picks up.

I ask about getting a black pickguard.

The guy wants to know why?!?!?!? I explain that I'd rather buy one from the company that made my instrument than make one. He is incredulous that I could even make one. I inform him, I build things, a pick guard, not a big deal.

He then asks for my bass's serial number!?! I give it to him. He then tells me I should not need a new pick guard!?!

I explain, it's a different color.

He finally tells me NO!

Starting to think that Gibson's quality and service is being adopted by Epiphone
 
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#24
Al Kraft said:
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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:) Same in Russian... to the uninitiated, it seems that all Russians do all day long is boss each other around...
 
#26
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...

Paula, what did SKB say?
 
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#27
I've had interesting Customer service discussions with pickup companies from time to time.

Fralin won't answer simple questions - I ask for inductance, they give me resistance. I explain what I want to to do in a bit more detail, so they know I know what I'm talking about, and maybe that'll get them to loosen up with some info - rather than telling me inductance, they tell me I don't want to do what I'm doing. OK, I'll move on.

Nordstrand is the other end of the spectrum - super easy to deal with, they also do some variations (different wiring) with no issues, sometimes for no extra cost. If they make a version of what I need, they get my business.
 
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#28
Kmonk said:
When I was using rack mounted amps, I always used a rack that was bigger than what the amp needed. Typically, I would use a 4 space rack for an amp that took 2 spaces. I would mount the amp in the middle, leaving a space above and below. I never had any issues.
Click to expand...

Won't help much when the cooling air intake and/or exhaust are located on the sides. When on the front and back (like most real pro audio), added space above and below is not necessary and won't help even a little bit.

I spend a lot of time researching other products so that I can be helpful when supporting our own. Things like some smaller SKB and Gator racks with the recessed handles have so little clearance that they can block side inlet/exhaust openings. It's hard to stay current (Talkbass helps me in that regard), when you are not out in the world studying the available products like racks.
 
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#30
You didn't say what the amp was, but for what it's worth, page 4 of the manual for the 700RB-II/1000RB-II states "Heat & Ventilation: For proper ventilation, maintain a clearance of at least 8” above, sides, front and rear of the unit for combos and 1.75” (one rack space) of clearance above the unit for heads."

700RB-II & 1001RB-II Owner’s Manual - Gallien-Krueger

On the newer RB heads, the exhaust fan is on the top and it draws air through the grill on the front. The older models are passively cooled by a heatsink on the back, so the extra rack space is probably not required.
 
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#32
Al Kraft said:
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.
Click to expand...
As if German didn't sound terse already just as it is.:smug:
 
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#33
micguy said:
Nordstrand is the other end of the spectrum - super easy to deal with, they also do some variations (different wiring) with no issues, sometimes for no extra cost. If they make a version of what I need, they get my business.
Click to expand...

Another thumbs up for Nordstrand. Super easy to work with. They did a custom job for me with a VERY minimal upcharge, and communication was always quick, knowledgeable, and friendly.
 
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#34
toddbooster said:
You didn't say what the amp was, but for what it's worth, page 4 of the manual for the 700RB-II/1000RB-II states "Heat & Ventilation: For proper ventilation, maintain a clearance of at least 8” above, sides, front and rear of the unit for combos and 1.75” (one rack space) of clearance above the unit for heads."

700RB-II & 1001RB-II Owner’s Manual - Gallien-Krueger

On the newer RB heads, the exhaust fan is on the top and it draws air through the grill on the front. The older models are passively cooled by a heatsink on the back, so the extra rack space is probably not required.
Click to expand...

Yes, there are one of the very few exceptions with cooling fan mounted to the top. There were a few TubeWorks units built that way as well. I can't think of a single pro audio power amp built this way, for obvious reasons.
 
#35
Speaking of customer service, and this is a bit off topic, but I received a used guitar the other day and had a concern about it's neck joint. I emailed Larrivee with pictures and questions at 7:30pm and got a reply from the factory WITHIN AN HOUR. Possibly it was from Jean Claude himself.

They explained everything I needed to know, and made me comfortable enough to leave good feedback about the guitar.

Now that's helpful customer service.
 
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#36
I've found the Phil Jones staff to be great.Even when I asked if they would register a used product for a warranty. Granted it was only a couple of months old & I had the original warranty card.
 
#38
OTOH, Dunlop has some of the best customer service in the business. Esp for a big company. Ernie Ball as well.

For littler companies, the guys at Catalinbread are awesome, and I won't hear a bad word said against Malekko (who replaced a delay I blew up by plugging in the wrong voltage adapter ... I asked for advice on parts to replace, and he said to send it in and he'd look at it. Top fella!)
 
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