No Response from Gallien-Krueger Part Deptarment

LB75 · #1 12-21-2010, 11:01 AM

I have a Backline 210 that had bad solders from the factory on the front circuit board. I had those fixed but I'm still having problems with it. I'm tired of chasing these problems but I think just replacing that whole circuit board will fix everything. I sent an email to the GK parts department asking for a price on a new board over a month ago and another about a week ago and have gotten no response. Is it normal for them to take this long to respond?

BassIan · #2 12-21-2010, 11:23 AM

I sympathize with wanting a response. However, a phone call might be more productive. I usually figure that no response after a few days means I'm not going to get a response at all. If it's something critical, I'll phone as a minimum.

Brian Clark · #3 12-21-2010, 11:37 AM

Please give the parts department a call. 209-234-7300 x120
I am sorry you did not get a responce. If you have any addtional problems, you can contact me -

Brian Clark
Gallien-Krueger
Artist Representative & Product Specialist
office (209) 234-7300 x105
fax (209) 234-8420
brian@gallien.com

funkybassinator · #4 12-21-2010, 11:40 AM

^^^ good old customer service

DanRJBrasil · #5 12-21-2010, 12:03 PM

oh yeah! 30 min later a reply, tb is def the place to go

sleepytime · #6 12-21-2010, 12:39 PM

It was nice of Mr. Clark to drop in and provide a phone number, but good customer service extends just a bit deeper than that. Let's wait and see what happens with the POS amp that has already been serviced at least once for a factory defect.

ghiadub · #7 12-21-2010, 01:00 PM

I have never had any issues with GK support personally. They have fixed items out of warranty on their dime more than once in the 28 years I have been playing their amps.

Long before talk bass.

They also have updated myearly MB2-500 to current rev on their dime.

I say use and abuse Brian since he is offering his help.

All the staff there are very helpful.

sleepytime · #8 12-21-2010, 01:13 PM

Quote:

Originally Posted by ghiadub

I have never had any issues with GK support personally. They have fixed items out of warranty on their dime more than once in the 28 years I have been playing their amps.

Now THAT'S good customer service.

ETA: I would also advise giving the rep a call. I would not be happy about paying to fix a factory problem, even if it was out of warranty.

LB75 · #9 12-21-2010, 04:56 PM

OK, thanks. I thought maybe this time of year it might be normal. I'll give Brian a call.

80'sRocker · #10 12-21-2010, 05:06 PM

I'd move that amp quick and buy another amp of your choice, the only reason you got a response here on TB because GK is now in "damage control" mode - unless the rep wants to replace with a new one!

Slowgypsy · #11 12-21-2010, 06:13 PM

Quote:

Originally Posted by 80'sRocker

I'd move that amp quick and buy another amp of your choice, the only reason you got a response here on TB because GK is now in "damage control" mode - unless the rep wants to replace with a new one!

Actually I disagree. The only reason Brian weighed in on this is because GK does monitor these forums, and they try really, really hard to do the right thing by their customers, and they stand by their product. I've tapped into them a few times and have only good things to say.

cybersnyder · #12 12-21-2010, 06:15 PM

Quote:

Originally Posted by Slowgypsy

Actually I disagree. The only reason Brian weighed in on this is because GK does monitor these forums, and they try really, really hard to do the right thing by their customers, and they stand by their product. I've tapped into them a few times and have only good things to say.

+1. GK is well respected for good reason.

Rockmusician · #13 12-21-2010, 06:16 PM

I have always had great luck with GK. Call them.

Barcza · #14 12-22-2010, 05:04 AM

I also emailed to GK, I like to replace my missed knobs for my MB150. They never answered.

AdamR · #15 12-22-2010, 05:51 AM

as a business owner I can tell you a phone call works a lot better then email.

Slowgypsy · #16 12-22-2010, 07:17 AM

Quote:

Originally Posted by AdamR

as a business owner I can tell you a phone call works a lot better then email.

Ditto

aborgman · #17 12-22-2010, 07:54 AM

Quote:

Originally Posted by AdamR

as a business owner I can tell you a phone call works a lot better then email.

As a business customer, I can tell you an email works a lot better for me than a phone call... and not responding to email tech support questions won't get me to call more, it'll get you moved off my procurement list.

Bass_Thumper · #18 12-22-2010, 08:10 AM

Quote:

Originally Posted by aborgman

As a business customer, I can tell you an email works a lot better for me than a phone call... and not responding to email tech support questions won't get me to call more, it'll get you moved off my procurement list.

Sounds like you're just pi$$ed and I don't think that anything anyone can say is going to change that.

You've got the phone numbers and if you choose to use them is totally up to you.

Good luck.

PS Had some problems with a backline 600 a few years ago and a quick phone call always got them taken care of.

BassIan · #19 12-22-2010, 10:08 AM

Quote:

Originally Posted by aborgman

As a business customer, I can tell you an email works a lot better for me than a phone call... and not responding to email tech support questions won't get me to call more, it'll get you moved off my procurement list.

This is petty. In business, I've never had one instance where an email exchange (over a few days at least) has been more productive or complete than a 5 minute phone call. Sure, when somebody emails *me*, they get an itemized response to every question. However, it's a reliable fact that if I get a response to an email at all, it's an answer to the first sentence of my email and disregards all other content.

People have limited attention spans. The phone forces discourse in a way that email doesn't. If you really want to do business, whether you're the customer or the business, pick up the phone to do real work. At a minimum.

Great job to GK for being in touch with the forums and following up.

BulbousMoses · #20 12-22-2010, 10:20 AM

Quote:

Originally Posted by aborgman

As a business customer, I can tell you an email works a lot better for me than a phone call... and not responding to email tech support questions won't get me to call more, it'll get you moved off my procurement list.

Well then eventually everyone would be off your procurement list and you'd be forced to build your own gear. Companies don't employ someone to just sit in front of a computer all day and wait for emails to come in. Most CS reps have multi-task jobs that see them putting out all kinds of fires in all kinds of ways. Writing off a company because they don't answer your email within 30 minutes of sending it is pretty short sighted IMO.