Genz service has just converted me

tfcreative · #1 07-21-2010, 01:19 PM

People tend to complain on the internet rather than talk about the good stuff, so I thought I should share at least one story of a company going above and beyond:

I helped my church find a small bass amp for stage use primarily as a monitor for the player. We're a portable church, so I ended up locating a 110 shuttle combo on ebay that fit the bill, but we started having problems with it after a few months. My amp tech (who is fantastic, btw if you're in the Phoenix Metro area) dug into it and found that the leads going to the voice coil on the 10 were a little short and would come open on long excursions.

It so happens that my amp tech knows Jeff Genzler and called him up about it. The amp is out of warranty, and the church is not the original owner either, but Jeff says that's not right and it has to be a problem with manufacturing, so he's replacing the speaker free of charge. By the time I hear about it, I'm finding out that I'll only have to pay to ship the speaker across town.

That's enough to sell me. If he'll stand behind his stuff that much, I've got no reason to look elsewhere.

faulknersj · #2 07-21-2010, 01:22 PM

Phoenix local here, I love Genz Benz! Great gear!

PSPookie · #3 07-21-2010, 01:32 PM

I hear nothing but good things about Genz Benz customer service. Fortunately, I have had no need to find out about it 1st hand. (proud Uber 212 abuser)

lefty007 · #4 07-21-2010, 01:40 PM

Definitely. I had problems with two Shuttles 6.0 and they exchanged them for another right away.

Unfortunately, having two brand-new heads fail on me made me return the product for good and go for another brand. . .

The best customer service is when you don't have to call customer service. . . ;-)

JmJ · #5 07-21-2010, 01:43 PM

I sent them an e-mail once, got no reply, bought from their competitor.

mambo4 · #6 07-21-2010, 01:48 PM

+1 to GB customer service. they have my loyalty as long as they return m7y phone calls and their engineers keep posting here on TB

@ JMJ: Phone calls work better than emails.

hasbeen · #7 07-21-2010, 02:10 PM

Quote:

Originally Posted by JmJ

I sent them an e-mail once, got no reply, bought from their competitor.

hmm...that's too bad. We don't really get that complaint. Do you remember to whom you sent the email? If somebody calls the shop, Jeff usually picks up the phone.

deekay911 · #8 07-21-2010, 02:16 PM

Quote:

Originally Posted by JmJ

I sent them an e-mail once, got no reply, bought from their competitor.

Call them! Jeff will answer personally!!

JmJ · #9 07-21-2010, 02:22 PM

Quote:

Originally Posted by hasbeen

hmm...that's too bad. We don't really get that complaint. Do you remember to whom you sent the email? If somebody calls the shop, Jeff usually picks up the phone.

jeff.genzler@kmcmusic.com

hasbeen · #10 07-21-2010, 02:27 PM

Quote:

Originally Posted by JmJ

jeff.genzler@kmcmusic.com

well....that's the correct email.

JimmyM · #11 07-21-2010, 02:36 PM

i've seen these guys go above and beyond so many times that it could only have been a complete fluke if they didn't get back with you.

SteveC · #12 07-21-2010, 02:38 PM

I have been debating trying something else if for no other reason than I like to try stuff, but the quality os product, service and commitment to customers keeps me from straying to far.

SteveC · #13 07-21-2010, 02:40 PM

Quote:

Originally Posted by JimmyM

i've seen these guys go above and beyond so many times that it could only have been a complete fluke if they didn't get back with you.

Agreed. It's tough to be 100% and it sounds like you may have been the unfortunate person that didn't receive the CS the rest of us almost take for granted.

rbonner · #14 07-21-2010, 04:00 PM

Ya know... I'm an IT guy, or was.... We had our own web servers, mail servers; had massive racks full of goodies. This was all located in a nice double air conditioned server room with a removable floor and all that cool stuff you see on TV.

The office and server room were located in a fairly big 14,000 foot Deco brick building owned by my buddy and his company, a real estate title insurance / closing company.

You know the places, you closed on your house at one when you bought it.

I'm just getting warmed up here when it comes to email...

We had two different very expensive SPAM FILTERS for our incoming mail. One on the title company's Exchange mail server system and the other on our Internet rack... $100,000 worth of professional IT goodies, you'd think the best money could buy...

Stage Set; Now finally the point:

It was virtually impossible and I mean IMPOSSIBLE to get a piece of Real Estate transaction mail THROUGH any of our spam filters.

I'm telling you, this is the mortgage department at wells fargo email stuff for Suzi Q's house closing and the spam filter would gobble it up. A message from the President of so-in-so bank to the president of our operation and the spam filter would gobble it up.

Then the banks went super secure and we had to put high buck SSL certificates on our Exchange server so it would even accept mail from us.

What we had to do was white list every company we did business with on the spam filters to get their mail through...

The fact Jeff didn't get a message? I would suspect a spam filter grabbed it due to one of many reasons.

Where you are sending from (host address) if the spam filter uses any black lists, and your host is on one, forget it.

What the title on the email was... I can think of a 100 perfectly logical ones that ANY spam filter would stop in a heart beat.

What was actually said in the message, including any cussing or dual meaning words.

Serious businesses require hand sorting of spam mailboxes, and that's just too much of a pain in the tail for anybody. If you turn off the filters you will get thousands of messages a day NOBODY WANTS! You'd be amazed at the porn in email to business these days.

You want to get nearly 100% of your mail and almost NO false positives? Use AOL.COM for your mail hosting. They have mega servers and the world's finest SPAM sorting systems that cost millions of dollars a year to operate... all for their relatively small fee per month.

The rest of us can only do the best we can to stop spam, and it starts with YOU in becoming knowledgible at how to write a mail message that won't get stopped by a spam filter.

Send me crap and I'll never get the message.

This is a serious post from BOB that probably wouldn't make it through my own spam filter.

username1 · #15 07-21-2010, 05:24 PM

Nothing like good customer service. I had a problem with my svt cl once and emailed their support and got a reply back that day from Dino and he was very helpfull and always answered emails quickly. Problem was taken care of quickly and courteously and just makes me continue to be an ampeg guy.

fretno · #16 07-21-2010, 05:26 PM

They Rock !

boing · #17 07-21-2010, 06:52 PM

GB tone converted me. The CS is just gravy.

I never had a problem, but when I needed some info to help me sell a GB amp, Jeff helped me out.

I'd never take a lost email personally...

lowfreq33 · #18 07-21-2010, 07:04 PM

Genz Benz is the best.

xjeremiahx · #19 07-21-2010, 10:55 PM

Awesome to hear. Makes me smile to hear of great customer service. If only GC could carry Genz Benz now....

kesslari · #20 07-22-2010, 12:05 AM

Quote:

Originally Posted by boing

GB tone converted me. The CS is just gravy.

I never had a problem, but when I needed some info to help me sell a GB amp, Jeff helped me out.

I'd never take a lost email personally...

This matches my experience.

The "never replied to my email" story certainly seems like the very rare exception, based on my experiences and what I tend to read here. The GB guys post regularly and quickly when someone posts a problem here (have answered my questions quickly here) and have been super-responsive by PM and by email and phone when I've had questions.

Add that to gear that sounds great (and enables me to easily get the sound I hear in my head) and is affordable - that's hard to beat.