Mesa Customer Service Predicament

ryansalmond · #1 03-23-2010, 08:44 PM

My band's first big show (two years in the making) has been scheduled for quite some time to happen on April 6th.

On January 11th, I put in a down payment on a Vintage Powerhouse 8x10, and was told there was a 6-8 week waiting period. After 8 weeks had passed, I started asking my dealer where my cab was. He called his Mesa rep, and by about week nine, the Mesa rep called him back with the necessary information. Turns out it won't be getting here until roughly 8 days after the show.

Because of the cost of this 8x10 ($1900 CDN), I will not be able to afford to rent a substitute cab. Nor should I have to, really. After all, it is Mesa's lateness that is causing me to be in need of a cab.
I sent a polite email to the Mesa rep explaining the situation and asking that his company cover the cost of a rental, in the absence of the product I ordered. That was two days ago, and I have not received a reply.

I love Mesa products, and I understand a lot of time and work has to go into making and delivering such a product. However, I do expect that if they are late on their own time table, that they should hold themselves accountable and compensate me.

What would you do? Has this happened to anyone else?

heath_r_91 · #2 03-23-2010, 08:49 PM

Why don't you call them yourself?

I'm sorry, but I feel if you want a speedy response, don't go with email.

If there is something with a lot of details, call first, then if they request to do it by email they will be expecting yours and take care of it faster.

It is very unfortunate, the situation you are in. I do not blame you at all for being very upset. I cannot shed any light on this other than to give you the advice to actually call Mesa Boogie. From all of my experiences they are very nice and easy to work with.

Keep us posted and good luck!

ryansalmond · #3 03-23-2010, 08:54 PM

Quote:

Originally Posted by heath_r_91

Why don't you call them yourself?

I'm sorry, but I feel if you want a speedy response, don't go with email.

If there is something with a lot of details, call first, then if they request to do it by email they will be expecting yours and take care of it faster.

It is very unfortunate, the situation you are in. I do not blame you at all for being very upset. I cannot shed any light on this other than to give you the advice to actually call Mesa Boogie. From all of my experiences they are very nice and easy to work with.

Keep us posted and good luck!

Good question. Mesa has some kind of complicated relationship with their dealers that makes them not want to give out information on shipping of orders. You have to talk to your dealer who will contact the local Mesa Rep. I was only able to get the Mesa Rep's email because my dealer forwarded the email the rep sent him to me.

Grooveman1961 · #4 03-23-2010, 09:50 PM

Cancel the order, get your money back, use it to rent to finish gig, use that money to buy another powerhouse.

Crabby · #5 03-23-2010, 09:55 PM

Renting a bass cabinet from Long & Mcquade should cost about $10 for an evening. I know its a bummer to have to wait for your new Mesa but it will be worth it to get such a quality cabinet. I own 4 different Mesa cabs and they are second to none.

ryansalmond · #6 03-23-2010, 10:41 PM

I appreciate the responses guys.

Grooveman, I didn't think the order was refundable. Interesting, hadn't thought of that!

Crabby, I wish it were so! I recently rented a Powerhouse 1000 and a Yamaha Power Amp and it cost me $54 for one day. I don't remember the individual prices, but I do remember that the Yamaha was the lesser of them.

Bass_Pounder · #7 03-23-2010, 10:49 PM

Does the dealer you purchased through do rentals ?

Maybe you can talk him into "comping" you a rental for the night. Afterall, he is making money on the sale too.

Matt Dean · #8 03-23-2010, 11:04 PM

When I ordered my Vintage Powerhouse 212, it took about 10 days longer than anticipated... but it was worth the wait!

dmusic148 · #9 03-23-2010, 11:10 PM

Sorry about your situation, but Mesa and your dealer are under absolutely no obligation to compensate you for the late delivery. Delivery dates like this are not contractually bound in any way. Sucks, but it's true. You'll just have to find another solution for the time being.

seamonkey · #10 03-23-2010, 11:22 PM

If you've got it in writing that it would be delivered in 8 weeks then they broke the contract. Your money is refundable.

If you didn't get it in writing - live and learn.

Jay Ralston · #11 03-23-2010, 11:52 PM

Mesa is great to deal with. Either call them first or do like others have suggested and rent something for the time being. When you do get your Mesa, trust me in that it will be well worth the wait!

lomo · #12 03-24-2010, 06:01 AM

I'd ask the dealer to deduct the rental cost from the purchase price, assuming they have something to rent you. I'd tell them otherwise you need a refund.

Toasted · #13 03-24-2010, 06:23 AM

I bet the dealer would loan you a cab for one night. Who knows, you might guest list him for your gig in return.

gttim · #14 03-24-2010, 06:28 AM

Get a hold of the Mesa rep and explain the situation, preferably by phone. Ask if his dealer can loan you a floor model or something. Usually sales reps are pretty nice and can do something for you.

JimmyM · #15 03-24-2010, 09:21 AM

anyone who's ever ordered anything that needs to be built knows that you have to allow for a grace period. i don't think that grace period is unreasonable at all. it's unfortunate that it won't be ready for your gig, but ask the folks still waiting for dr. bass cabs after over a year if an extra 10 days is unreasonable.

maevinj · #16 03-24-2010, 09:35 AM

Also, aren't Mesa's built in groups? I mean they only build certain products when enough orders have been placed for them?

JimiLL · #17 03-24-2010, 09:44 AM

Slightly OT, but does anyone know a dealer in or around NJ that rents bass amps/cabinets??

Thanks

rpsands · #18 03-24-2010, 09:54 AM

I would cancel that with the quickness if it were me. From custom companies I will deal with issues like that but from a big well known company like Mesa if they say 6-8 weeks I expect them to mean it. Same with the vendors.

With big companies my opinion is that if they're not treating you like Genz Benz does, they're going to get no slack at all

But I am a bit of a jerk when it comes to dealing with retail purchases on the magnitude of amplifier stuff.

Pat C. · #19 03-24-2010, 09:59 AM

Quote:

Originally Posted by ryansalmond

What would you do?

I'd ask the retailer to loan me a cab to play through until the other piece arrived. It would be a goodwill gesture on the shop's part to do that. If they refuse, you don't have much choice other than to rent one, from them or someone else.

It was a mistake on your part to count on the new cab arriving in time. If that lesson only costs you $50 in rental fees, don't feel too bad.

It would be exceptional customer service for Boogie to cover the cost of this rental, or provide a loaner. But it does reflect negatively on them that they did not deliver the goods on time.

Some have suggested calling Boogie (rather than emailing) to try to get somewhere. IMO there is no excuse for not returning emails in this day and age. Someone is monitoring the email at this company, so you know that email is just being ignored, which is insulting to the customer...on top of the poor service that's already been delivered (or not, in this case).

rpsands · #20 03-24-2010, 10:00 AM

Quote:

Originally Posted by Pat C.

Some have suggested calling Boogie (rather than emailing) to try to get somewhere. IMO there is no excuse for not returning emails in this day and age. Someone is monitoring the email at this company, so you know that email is just being ignored, which is insulting to the customer...on top of the poor service that's already been delivered (or not, in this case).

I just wanted to give a big fat +10 to this. Getting treated like a second class citizen because I don't like talking on the phone drives me bonkers, and it's really pervasive in the music industry.