How long should I wait...

Timmah · #1 08-23-2011, 05:19 PM

...for a response from Ampeg Customer service? Shot off an email today in hopes that they'll get back to me at some point. After all, the quality of product seems good enough that they shouldnt be too busy

. (that last part ought to do the trick, let the fighting begin

)

Selta · #2 08-23-2011, 05:21 PM

Why not pick up the phone and call if you want a fast response?

Timmah · #3 08-23-2011, 05:43 PM

Quote:

Originally Posted by Ray Salamon

Why not pick up the phone and call if you want a fast response?

It's probably what I'll do anyways. Now, if they responded in the time it took tb...

**fuzzy beard** · #4 08-23-2011, 05:47 PM

Hope you do better than me with acoustic! Sent e-mail over a month ago!

Timmah · #5 08-23-2011, 06:45 PM

Good god, fuzzy! I can't go that long without my amp!

**TheFantod** · #6 08-23-2011, 07:10 PM

I had to call Ampeg two weeks ago on a Friday. Was on hold for about 5 minutes, but got a really helpful tech who immediately diagnosed my problem and had my amp back in working order and ready to go for the weekend. I sent a "thank you" e-mail that wasn't replied. I suggest calling as well.

seamonkey · #7 08-24-2011, 10:25 AM

It's insane that in this internet, email age you have to use the phone to get a response especially from companies that show a strong internet presence.

As far as I can figure, they can get away with ignoring email, so they do.

Some of these manufacturers, you go to their sites and you can do an online chat with support. They're skipping email and the phone and jumping to chats. What a leap.

Josh Pelican · #8 08-24-2011, 10:29 AM

If I was a luthier currently working on someone's bass, I wouldn't stop to check my computer. I'd keep a phone beside me because you never know who's calling.

Also, online chat is much better than e-mail. I can respond to an e-mail and just walk away, get distracted with work, and not check it. If I'm doing online chat, you and I will both know that we're right there and able to respond instantly. Some companies even have people hired to do online support.

Timmah · #9 08-27-2011, 03:54 PM

Update: got my email back in less than a week (6 days). Will probably have a working amp in 2 weeks judging by the cs rep's email, and I'm happy with that.

JimmyM · #10 08-27-2011, 04:53 PM

Good deal. But I agree with everyone else that the best way to contact them and most companies is by phone. Now and then email can slip through cracks, and you think you're being ignored but maybe it didn't get to them. Email isn't perfect, and I had a very bad time with it once due to spam filtering. Turns out I should have just called, and everything would have been just fine. When you call, you can get a record of who you talked to, what time, etc., plus you will know for sure they got your message.

JimmyM · #11 08-27-2011, 04:56 PM

Quote:

Originally Posted by seamonkey

It's insane that in this internet, email age you have to use the phone to get a response especially from companies that show a strong internet presence.

As far as I can figure, they can get away with ignoring email, so they do.

Some of these manufacturers, you go to their sites and you can do an online chat with support. They're skipping email and the phone and jumping to chats. What a leap.

I would rather talk to someone and know that they heard me rather than to rely on email that doesn't always work right, or chats where you have to type stuff for an hour rather than just say it in a few minutes.

Timmah · #12 08-27-2011, 05:07 PM

Email was definitely not the best route to go. If I have other issues, I'm definitely calling for the reasons listed above. Seems to me you would get more personally tailored service because the case dets are fresh for the rep.

groooooove · #13 08-27-2011, 07:14 PM

of all the emails i've sent manufactures over the years, i cant recall getting any responses from anything bigger than a home shop. emailing a company as big as ampeg is probably useless.

i'd call if i really needed to talk to someone.

JimmyM · #14 08-27-2011, 08:21 PM

Quote:

Originally Posted by groooooove

of all the emails i've sent manufactures over the years, i cant recall getting any responses from anything bigger than a home shop. emailing a company as big as ampeg is probably useless.

They do answer emails, but they get inundated constantly, so it might take a few days. Might not, either...just depends on the load.

SurferJoe46 · #15 08-27-2011, 09:29 PM

Quote:

Originally Posted by fuzzy beard

Hope you do better than me with acoustic! Sent e-mail over a month ago!

Which 'Acoustic'?

If it's the one of which I have most of their gear - they never respond nor do they (now) accept phone calls.

They are just a warehouse and I doubt if anyone in there can even speak English anyway.

If you have a problem with the GC-brand Acoustic, just bring it back to GC or MF.

Of course, MF requires shipping whereas GC doesn't.

**fuzzy beard** · #16 08-28-2011, 01:59 PM

Quote:

Originally Posted by SurferJoe46

Which 'Acoustic'?

If it's the one of which I have most of their gear - they never respond nor do they (now) accept phone calls.

They are just a warehouse and I doubt if anyone in there can even speak English anyway.

If you have a problem with the GC-brand Acoustic, just bring it back to GC or MF.

Of course, MF requires shipping whereas GC doesn't.

If you go to acoustics website there is a area for sending e mails for questions or problems. This is the GC acoustic not the new U.S.A acoustic i am talking about.

I have since sent another e mail with the same question but have not heard back yet again!

Caca de Kick · #17 08-28-2011, 02:51 PM

I hate doing email diagnostics, at work we get them all the time. I'd rather someone call because a two-way direct conversation needs to happen right now. I usually have a dozen questions to ask the end user or installer, and if I'm shooting back 12 emails multiplied by however many people are trying to get ahold of me, you can see how much of a waste of time it is...and I still have work in the shop to do! I can be done with someone in 3-5 minutes instead of 3-5 days.