Hartke's lack of customer care

SubTones57 · #1 11-12-2011, 08:08 PM

update with good news on page 3

i'll start by saying when it works my amp has been great however...when i began bass and was ready to buy my first amp i did a ton of research an hartke seemed the way to go. One deciding factor was i saw Mr. hartke put his personal number in an add that made me feel like i would be taken care of that the company gave a squat. i saved up extra and took a long venture downtown to a hartke dealer to pick up a ha 2500 at first i was very pleased with it. As time passes i realize that the model i have been sold doesn't match the user manual. i have no direct out and no blend knob on my fx loop i call hartke up and ask "whats going on" just asking for answers and i get the run around until i give up its wasnt a big deal. then sometime later i attempt to get rack ears for my amp and am given the run around until Larry messages me and tells me he will send me some for free even after i offer to pay because i needed them quickly i was again excited and apprecatied the gesture a TON but was very let down 4 months later ive gotten no rack ears or returned emails. I finally got ears from a local store for 15 dollars (cost $2.50 on hartke's site that is permanently out of stock) and to top it all of both speaker jacks have lost all "grip" cables literally fall out of them so when i order replacements with the utmost specific detail im sent the WRONG plugs and was ampless for a gig and have gotten no response on an exchange or return.

im not here to talk trash or flame anyone but i just feel like the customer care has disappeared anyone else have issues with this?

OtterOnBass · #2 11-12-2011, 08:16 PM

What did the local dealer say? Usually they can get what you need, so you don't have to call an international company headquarters, or their CEO.

SubTones57 · #3 11-12-2011, 08:17 PM

they said here is the number for the company lol

JimmyM · #4 11-12-2011, 09:24 PM

Hartke CS is great, but an honest oversight is something that could happen with anyone, even Larry.

Cirk · #5 11-12-2011, 10:54 PM

Jimmy, I usually agree with you, but here is one place I just can't. An honest oversight is fatfingering a part number. Not returning phone calls and flat out lying to a customer is just stupid.

JimmyM · #6 11-12-2011, 11:03 PM

Well that certainly doesn't sound like the Hartke CS I know. It's usually outstanding. So while I agree with you about that, Cirk, based on his usually stellar reputation, I can't join in on the dogpile this time without hearing the other side.

DWBass · #7 11-12-2011, 11:23 PM

Ummm...............did you call Larry??

tjh · #8 11-13-2011, 01:45 AM

"when i began bass and was ready to buy my first amp i did a ton of research and hartke seemed the way to go."

"As time passes i realize that the model i have been sold doesn't match the user manual. i have no direct out and no blend knob on my fx loop"

... with all due respect, after a ton of research I would have thought someone would have known what features a product does or does not have??

"to top it all of both speaker jacks have lost all "grip" cables literally fall out of them so when i order replacements with the utmost specific detail im sent the WRONG plugs and was ampless for a gig and have gotten no response on an exchange or return."

... again, jacks and plugs are two different things, so I am somewhat mystified by the detail you speak of by the misnomer in this statement?? ... my other thought, if this is to be a self repair (which it sounds like, I cant imagine that said repairer cannot figure out how to retain a plug in a jack as to not be without his/her amplifier??

"im not here to talk trash or flame anyone but i just feel like the customer care has disappeared anyone else have issues with this?"

... unfortunately, this being your first and only posts on this board, and rather than asking for anyones assistance, it indeed takes on the appearance of what could be mistaken as trash talk, or even a flame

... also to note, I would not even have replied to this, had you not asked if "anyone else have issues with this", but I have had the opposite results, the same as Jimmy mentioned. And, as DW (another very established, credible poster on this site) has inquired, did you call Larry??

EDIT to add: ... just so my remarks are not taken as anything other than the constructive suggestion they are meant to be: from my personal experience with Hartke, and more specific Larry's published phone number, I have no doubt that resolve would more likely come to your satisfaction by speaking to the founder and namesake of a company, rather than to throw it out onto a public message board... JMHO

tekdiver500ft · #9 11-13-2011, 03:56 AM

I can't explain the OP's experience, but I've had nothing but good experiences with Mr. Hartke and his company. Mr. Hartke has always gone out of his way to answer my (often stupid) questions, even though I bought an old, used amp. This is above and beyond the call of excellent customer service, IMHO. A friend of mine had a part go bad on a used amp he bought on eBay, emailed Hartke to learn where he could buy one, they told him he couldn't buy one because the new one would be in the mail as soon as he gave them his address. The next day it showed up.

4StringShooter · #10 11-13-2011, 06:54 AM

Quote:

Originally Posted by SubTones57

i'll start by saying when it works my amp has been great however...when i began bass and was ready to buy my first amp i did a ton of research an hartke seemed the way to go. One deciding factor was i saw Mr. hartke put his personal number in an add that made me feel like i would be taken care of that the company gave a squat. i saved up extra and took a long venture downtown to a hartke dealer to pick up a ha 2500 at first i was very pleased with it. As time passes i realize that the model i have been sold doesn't match the user manual. i have no direct out and no blend knob on my fx loop i call hartke up and ask "whats going on" just asking for answers and i get the run around until i give up its wasnt a big deal. then sometime later i attempt to get rack ears for my amp and am given the run around until Larry messages me and tells me he will send me some for free even after i offer to pay because i needed them quickly i was again excited and apprecatied the gesture a TON but was very let down 4 months later ive gotten no rack ears or returned emails. I finally got ears from a local store for 15 dollars (cost $2.50 on hartke's site that is permanently out of stock) and to top it all of both speaker jacks have lost all "grip" cables literally fall out of them so when i order replacements with the utmost specific detail im sent the WRONG plugs and was ampless for a gig and have gotten no response on an exchange or return.

im not here to talk trash or flame anyone but i just feel like the customer care has disappeared anyone else have issues with this?

<< and to top it all of both speaker jacks have lost all "grip" cables literally fall out of them>>

Why dont you simply open the cab, and bend them back...sheesh.

Larry Hartke · #11 11-13-2011, 06:58 AM

Hey Subtones,

Sorry about that, I'm not sure where things went wrong, I do try my best to make sure everybody is taken care of, but I guess lightening strikes once in a while. I'll be happy to personally resolve any problems you are having right away. Call or e-mail me and I'll get right on it. 201-680-8153 Cell / e-mail lahartke@comcast.net

tekdiver500ft · #12 11-13-2011, 07:00 AM

Quote:

Originally Posted by Larry Hartke

Hey Subtones,

Sorry about that, I'm not sure where things went wrong, I do try my best to make sure everybody is taken care of, but I guess lightening strikes once in a while. I'll be happy to personally resolve any problems you are having right away. Call or e-mail me and I'll get right on it. 201-680-8153 Cell / e-mail lahartke@comcast.net

This is what I'm talking about.

oenomaus · #13 11-13-2011, 08:42 AM

Subtones,

I assume that your goal of getting Mr. Hartke to respond was achieved, but you did ask if anyone else had issues with this. I don't know if you only want to hear from people who did have issues, but I will respond, and my answer is no. I spoke to Larry in person mentioning that I had a used product that had a buzz. He suggested I call his rep the next morning at Samson on Thursday (I called late evening), I got a call back on Friday (morning). A brand new speaker was at my doorstep fed-ex on Tuesday.

I had a great experience with Mr. Hartke and frankly, after showing the Larry the speaker that he replaced we both realized that there was no defect, the previous owner punctured it somehow.

I believe since it was a discontinued model and Larry liked the idea of having it still out there functioning well, he didn't mind the free replacement. He takes pride in his product.

Although we have Larry's number, he is not a customer service rep in a boiler room. He is not a secretary. Just like the rest of us, his plate is full and although customer service goes along with the territory, it is not his primary responsibility. If you do a search, most posters on TB have posted that he is very good at it customer service. But that is still probably not what he is best at, which as TB post also show, is making products that his customers appreciate.

Hopefully it was peoples experiences with Hartke that you wanted to hear about. That was mine. Good luck with your amp and as they say "Rock on".

Da Funky Fish · #14 11-13-2011, 08:54 AM

I had lost/misplaced the fancy mic clip for my H2 audio recorder. I emailed Hartke/Zoom and with in two hours they sent me a link where I can buy a replacement part. Not the same thing but I am able to screw my H2 onto it and then it fits in a mic clip as opposed to screwing it on. I was so glad I was able to get the part so my H2 can be in a vertical position to record so I ordered two.

suddenlysane · #15 11-13-2011, 09:16 AM

I did something similar, SubTones57, not all that long ago. Being new to bass and having purchased my first combo amp (Hartke HyDrive 112c), I wasn't sure it was the best choice I could have made. After posting on these forums about my concerns I was surprised that Larry Hartke himself told me he'd take care of it. Until his post, I had no idea that he actually got that involved with his customers. I was treated by him and anyone else that I spoke to as if I mattered. I was so impressed with how I was treated that I am a Hartke fan/customer for life.

I don't think anyone here wants to slap you down to defend Larry (his reputation stands on its own and needs no defense) but some of your statements make very little sense. I'm still not sure how a loose jack could keep a gigging musician from performing.

Regardless, let us know how this turns out. Now that Larry is aware of it, I'm curious to read the "I've seen the light!" post.

Billy K · #16 11-13-2011, 09:27 AM

Hey there you go Larry stepped up.He took care of me once,I packed up my amp and with in 2 weeks it was back home.That was outstanding service I'd say.

FaithNoMan · #17 11-13-2011, 09:32 AM

Quote:

Originally Posted by Larry Hartke

Hey Subtones,

Sorry about that, I'm not sure where things went wrong, I do try my best to make sure everybody is taken care of, but I guess lightening strikes once in a while. I'll be happy to personally resolve any problems you are having right away. Call or e-mail me and I'll get right on it. 201-680-8153 Cell / e-mail lahartke@comcast.net

Haha! niiice.

One of my first "proper" bass amps was my Kickback 15. I played in a band with it for 3 years, and the poor thing was going up against two guitarists' s.s. halfstacks.

It started cutting out at volume a few years ago(after years of abuse), but I gave it to my sister a couple years ago and now it seems to be fine. I've thought about stealing it back since she never plays bass, tho

**Staccato** · #18 11-13-2011, 10:33 AM

Subtones, please post again in the TB forums. We see too many members that only post about a negative experience, and never share positives about their music experiences.

Cirk · #19 11-13-2011, 12:24 PM

I feel I must apologize to Larry here. I think I went a little overboard on my comments. Sorry about that. To the OP, hope you get the troubles with your amp sorted out soon.

WokenDeer · #20 11-13-2011, 12:30 PM

I have to say. That was really cool seeing Mr. Larry chime in an offer help. I've never had an issue with my gear that I couldn't resolve, but hearing from the CEO of a company personally is something I've never considered.