Yes, another GREAT customer experience with Genz Benz

twinfallsbass · #1 08-06-2010, 06:40 PM

I want to add my own experience that I had with Jeff at Genz Benz, and YES, I know there have been plenty of them. I had a show the other weekend, while unloading my gear into my house I accidentally dropped my 9.0 ( in it's gear bag ) on the ground, the fall ended up denting in the front panel quite a bit making the master volume unusable. I have read PLENTY of threads stating what great customer service Genz Benz has, so I thought, what the heck I'll try contacting them. The next day ( Sunday ), just on a whim, I thought I would email Mr. Jeff Genzler and tell him what had happened. To my astonishment, I got a response that same day!! He said to bring it in on Monday and he would take care of it, I forgot to mention I work a couple of blocks up the road from the factory in Scottsdale AZ. Meeting Jeff was a great experience, very personable and 100% dedicated to the customer. Jeff checked out my amp and said it would be done in a couple of days and that they would call me when it was done. When it came time to pick up my amp, I met Jeff in the reception area and asked what the repair charge was, he said " I'll give you the good guy discount ( or something to that effect ), no charge ". I was floored, I mean I was TOTALLY AT FAULT, this was something that should NOT have been covered under warranty, and here Jeff did. 99% of the other companies probably would NOT have covered this under warranty and would have charged me; I would not have blamed them either if they did. It's no wonder why Genz Benz is where they are in the industry, LEADERS, not only do they make a GREAT product, they have customer service to match. It's situations like this that make me want to sell all my gear ( except my 9.0 of course ) and buy all Genz Benz products, and maybe I will, Jeff's made a believer out of me!!! Thanks again Jeff

rollerberg2000 · #2 08-06-2010, 06:49 PM

Good post, I love to hear stories about manufacturers who take care of their customers! Number one rule in business, take care of the customer today if you want to be in business tomorrow.

chiplexic · #3 08-06-2010, 07:23 PM

So good to read stories like this.
Looks like some Genz XB3 cabs would serve you well. Old school drivers (non neo) in them for the more traditional sound.

twinfallsbass · #4 08-06-2010, 07:53 PM

Upon leaving, I thanked Jeff a number of times, and yet, I don't feel like I thanked him enough.

rollerberg2000 · #5 08-06-2010, 09:38 PM

Quote:

Originally Posted by twinfallsbass

Upon leaving, I thanked Jeff a number of times, and yet, I don't feel like I thanked him enough.

Leaving good feedback on a forum such as this is thanking him more than the paltry (insert repair fee) would ever compensate the company for otherwise.

**jlepre** · #6 08-07-2010, 11:23 AM

There's another reason why my next purchase will be a 9.0, and possibly some cabs. I owned a 6.0 and only sold it last month because I needed the money. I knew I would get another Genz Benz.

Great story!

svtb15 · #7 08-07-2010, 12:07 PM

That's a good story.. I can relate to it.. I do silly things like that all the time..I always drop stuff.. ughh

Glad it worked out so well for you too. Yup from my experience those folks at GB certainly put the customer front and foremost as being very important ..

And i have to add that is very unique in this day and age and a breath of fresh air.. Other companies should take a lesson from their CS... maybe they can start a side bizz teaching CS classes to corporations!

Quote:

Originally Posted by twinfallsbass

I want to add my own experience that I had with Jeff at Genz Benz, and YES, I know there have been plenty of them. I had a show the other weekend, while unloading my gear into my house I accidentally dropped my 9.0 ( in it's gear bag ) on the ground, the fall ended up denting in the front panel quite a bit making the master volume unusable. I have read PLENTY of threads stating what great customer service Genz Benz has, so I thought, what the heck I'll try contacting them. The next day ( Sunday ), just on a whim, I thought I would email Mr. Jeff Genzler and tell him what had happened. To my astonishment, I got a response that same day!! He said to bring it in on Monday and he would take care of it, I forgot to mention I work a couple of blocks up the road from the factory in Scottsdale AZ. Meeting Jeff was a great experience, very personable and 100% dedicated to the customer. Jeff checked out my amp and said it would be done in a couple of days and that they would call me when it was done. When it came time to pick up my amp, I met Jeff in the reception area and asked what the repair charge was, he said " I'll give you the good guy discount ( or something to that effect ), no charge ". I was floored, I mean I was TOTALLY AT FAULT, this was something that should NOT have been covered under warranty, and here Jeff did. 99% of the other companies probably would NOT have covered this under warranty and would have charged me; I would not have blamed them either if they did. It's no wonder why Genz Benz is where they are in the industry, LEADERS, not only do they make a GREAT product, they have customer service to match. It's situations like this that make me want to sell all my gear ( except my 9.0 of course ) and buy all Genz Benz products, and maybe I will, Jeff's made a believer out of me!!! Thanks again Jeff

JimmyM · #8 08-07-2010, 12:11 PM

ya, knowing that jeff and roger are looking out for customers as they do has even made me feel better about groove tubes

bought a couple a month ago, as a matter of fact!

agedhorse · #9 08-07-2010, 02:05 PM

Here's the easy explaination for our collective CS approach. All of us (Jeff, Roger, Scott and myself) try very hard to remain connected to the customer and their real world experiences. Jeff does some customer appreciation clinics aropund the U.S., Scott plays bass almost every week and coaches (kind of like a music director) a worship band consisting of rotating musicians and has to deal with each problem they encounter with their own gear... including how it's ultimately resolved and I spend my "free" time as a systems engineer, FOH engineer as well production manager dealing with A and B circuit touring acts. This is experience you just can't get behind a desk or reading all the sexy music magazines. It's this face to face contact that gets the CS point across and there's really no substitution for putting in this extra effort.

It also comes down to how we would like to be treated when we have something go wrong with a product that we purchase. It costs nothing to go the extra mile, and since clearly we are all in it for the long run, the friends we make along the way are well worth the effort.

The reason we have the time to do this is because all of our products are designed with the real world challenges in mind. We look at the hazards of live audio and design the products to be fault tolerant and heavily protected from things like low line voltage, road travels, electrical disturbances etc. By doing this, we reduce the failure rate to very, very low rates. This allows us to spend time with you, and to offer a 3 year transferrable warranty on all of our products. Sure this costs a little more up front but in the long run is less costly and provides a lot better customer satisfaction. Our service department is not quite one guy and the turn-around time is generally only a few days. We just don't have that much to do, and we really like it that way.

Remember, you can always PM or e-mail me with a question about any application. I am also available via PM for international touring support and have helped a few of you guys out this way already. I would rather answer questions all day long than have somebody frustrated with using our product for lack of a simple answer.

**jlepre** · #10 08-07-2010, 02:37 PM

AH,

I was hoping you might chime in here. Honestly, GB customer service mirrors another company that I also have owned many of their products. I still think it's amazing that a dropped amp was handled FREE OF CHARGE! Unbelievable....

agedhorse · #11 08-07-2010, 02:44 PM

Quote:

Originally Posted by jlepre

AH,

I was hoping you might chime in here. Honestly, GB customer service mirrors another company that I also have owned many of their products. I still think it's amazing that a dropped amp was handled FREE OF CHARGE! Unbelievable....

Don't see dropped amps all that often. We repaired an amp that was involved is a serious car wreck once for another TB member (GBE-600???) since we hadn't seen an amp of ours go through that test before

JimmyM · #12 08-07-2010, 03:36 PM

Quote:

Originally Posted by agedhorse

Don't see dropped amps all that often. We repaired an amp that was involved is a serious car wreck once for another TB member (GBE-600???) since we hadn't seen an amp of ours go through that test before

salut, andy. should have mentioned you as well in my previous post. brainfart, not an on-purpose omission.

let me also say to everyone that they have been extremely helpful with folks who actually don't have genz benz related problems as well. andy and roger both have helped me and others immensely in the past. thanks guys! i will remember this in the future and buy accordingly as soon as my wife takes me off lockdown

**bassybill** · #13 08-07-2010, 03:40 PM

I haven't had much experience with GB gear (and I do find the product range a little confusing, probably because I haven't done enough research over here), but I have to say I'm I'm terrifically impressed with many of the things I hear about the quality of service TBers are enjoying with this company. Nice work, guys.

hrgiger · #14 08-07-2010, 04:37 PM

Quote:

Originally Posted by agedhorse

The reason we have the time to do this is because all of our products are designed with the real world challenges in mind. We look at the hazards of live audio and design the products to be fault tolerant and heavily protected from things like low line voltage, road travels, electrical disturbances etc. By doing this, we reduce the failure rate to very, very low rates.

I would rather answer questions all day long than have somebody frustrated with using our product for lack of a simple answer.

Man that is what I'm talking about! I still cannot believe that there are other engineers on this forum that dismiss out of hand things like low line voltages as 'not their problem.' Musicians need more companies like GB that design products for real musicians who live in the real world and not only for glossy brochures...

thudfromafar · #15 08-07-2010, 05:03 PM

Quote:

Originally Posted by agedhorse

It costs nothing to go the extra mile,
....
Sure this costs a little more up front but in the long run is less costly and provides a lot better customer satisfaction.

I wish more companies realized this, instead of cutting corners and putting out crappy products...

chuck3 · #16 08-07-2010, 05:19 PM

I've got several Genz Benz amps and cabs (including one I bought from JLepre, above). The other day I had a question whether I could use them in a certain configuration for an outdoor gig coming up over Labor Day. I e-mailed Jeff the question and he answered it the same day. Pretty amazing level of service.

svtb15 · #17 08-08-2010, 08:34 AM

What do you find confusing about the product line? Im sure some one here could help you.
They have a few cabs and a few heads? please explain.

Quote:

Originally Posted by bassybill

I haven't had much experience with GB gear (and I do find the product range a little confusing, probably because I haven't done enough research over here), but I have to say I'm I'm terrifically impressed with many of the things I hear about the quality of service TBers are enjoying with this company. Nice work, guys.

georgestrings · #18 08-08-2010, 09:17 AM

This doesn't surprise me at all - I had a couple of customer service contacts with the Genz crew while I owned a NeoPak 3.5, then a GBE600, and the attention I received was nothing short of amazing - these guys truly do go the extra mile for their players(customers)...

- georgestrings

hasbeen · #19 08-08-2010, 11:51 AM

Quote:

Originally Posted by JimmyM

better about groove tubes

bought a couple a month ago, as a matter of fact!

shhh.

**bassybill** · #20 08-08-2010, 02:03 PM

Quote:

Originally Posted by svtb15

What do you find confusing about the product line? Im sure some one here could help you.
They have a few cabs and a few heads? please explain.

Like I said, it was more about me not doing my homework and just being generally unfamiliar with the stuff. I'd seen a huge range of different models listed at different online stockists and I thought it was all bass gear! (I was also thrown a little by their combos as they actually look like separate heads and cabs.) We don't see a lot of Genz stuff here in the UK so I hadn't checked it out first hand, only on some random music store sites.

Now I've had a proper look at the official G-B website and realised they don't specialise purely in bass stuff like some other manufacturers, so it makes a lot more sense to me now.