What I love the most about my Roscoe is...(Praise to Gard!, customer service thread)

Diego · #1 06-09-2006, 09:22 AM

Well, as the title implies, what I love the most about my Roscoe is that is the first time I have in my hands a high end instrument for which I feel completely and absolutely taken care for (I love the quality, playability, finish, sound, tone, looks, etc...which are top notch of course, but are not the matter of this thread).

My story is as follows...I have had my share of horror stories with high-end instruments (I'm not mentioning the companies or luthiers of course!). I have had, poorly cut nuts with horrible buzzing on the first position, spalted tops where the bridge screws were loose, and broken coils in pick-ups. For all instances I had to travel to get my basses repaired and spend a lot of money in the process. You don't expect these things to happen when you pay 4-figure price tags right?

Not long ago, a very good friend of mine told me the great news "I'm an offical Roscoe dealer!". I congratulated him, and surely enough, he told me..."we can get your dream bass built". I hesitated a bit because of my previous experiences. Then an email went by and Gard answered wth suggestions of what could be done in order to have THE INSTRUMENT I wanted.

I decided to proceed. I have to say that I am a very picky, perfectionist person (and yes, this can be a very annoying side of me). Nevertheless after more than 40 emails and a million questions, some times irrelevant, sometimes not, I have my Roscoe.

The great part of this story is that Gard ALWAYS answered everyone of my more than 40 emails in a very curteous and professional way, no matter how irrelevant the question was. Furthermore, with every response he gave me peace of mind and great advice for whatever question I asked, even minimal details that can be considered trivial by others. At the same time he sold me the idea of resting assured I'll be taken care of no matter what because Keith Roscoe, and the guys at Roscoe Guitars stand behind thier instruments 100%. I am positive I have annoyed Gard more than once and I have to say I truly appreciate his infinite patience and always kind and curteous advice. Moreover, I admire his professionalism and unsurpased customer service skills. He even invited me to a factory tour if I ever happend to be around Greensboro.

This is the kind of attention that get customers hooked up to their luthiers. I'm sure Keith has hundreds of customers year round, and that my bass is just one among the many he and his crew produce a year, yet Gard made me feel like an important customer and my bass one of those nice one-of-a-kind projects. What else can you ask for? Can you get more personal than this? This is great! I am a happy customer and have to say that Roscoe's customer service IS THE BEST in the business, at least from my experience. It is great to know that there are people still out there that take that much pride in their work and are willing to assume whatever responsability for their products.

Mr. Roscoe, thank you for an increible design and an outstanding instrument (simply the most comfortable, quick and smooth 6 string neck I've played). To Gard, all the best, he sure knows how to please his customers and his people skills are the finest. Keep up the great work!

**Ryan L.** · #2 06-09-2006, 02:45 PM

Heh heh. You said "poor cut nuts".

Diego · #3 06-09-2006, 03:23 PM

Hahaha, you're right, its funny! I fixed it.

Gard · #4 06-09-2006, 03:37 PM

Y'know, those "borken coils" in my pickups, they really drive me crazy...

...thanks Diego, I'm gonna have to find an "aw shucks" smiley now...

...heck, I'm just lucky to have such a wonderful job with such wonderful people to work with and such incredible customers.

**Ryan L.** · #5 06-09-2006, 05:51 PM

Quote:

Originally Posted by Diego

Hahaha, you're right, its funny! I fixed it.

I was thinking in the Beavis and Butthead mindset, I really wasn't making fun of any mistakes in your grammar. It was a (very) lame attempt at humor.

Diego · #6 06-09-2006, 05:53 PM

Quote:

Originally Posted by Ryan L.

I was thinking in the Beavis and Butthead mindset, I really wasn't making fun of any mistakes in your grammar. It was a (very) lame attempt at humor.

I got it now Ryan. Everything's forgiven on account that you are the proud father of one of the most stunning SKB3006 I've seen (yes..THE BRAIN)...just kiddin'

**Ryan L.** · #7 06-09-2006, 06:00 PM

I do have to admit, though, that after knowing Gard through these boards for some years now, he has been a very big help with answering any questions I have had. And an all around decent guy.

There. I said something nice about somebody. My therapist would be proud.

Diego · #8 06-09-2006, 06:07 PM

Gard is truly a great asset to Keith Roscoe's team!. Man I wish I can raise some dough to order a fretless!

Gard · #9 06-09-2006, 06:41 PM

Quote:

Originally Posted by Ryan L.

I do have to admit, though, that after knowing Gard through these boards for some years now, he has been a very big help with answering any questions I have had. And an all around decent guy.

There. I said something nice about somebody. My therapist would be proud.

Dude, we've both been through the same "hell" at essentially the same time - you were there for me too, plenty of times.

**Ryan L.** · #10 06-10-2006, 08:21 PM

Quote:

Originally Posted by Gard

Dude, we've both been through the same "hell" at essentially the same time - you were there for me too, plenty of times.

Yeah, seems like so damn long ago now though, doesn't it?

Hopefully we never have to have conversations like those again.

Gard · #11 06-11-2006, 07:01 AM

Quote:

Originally Posted by Ryan L.

Yeah, seems like so damn long ago now though, doesn't it?

Hopefully we never have to have conversations like those again.

I'm certainly not planning on it, hope you have the same outlook, brother!

...amazing how a little time can give you a whole new perspective, isn't it?

cuebill · #12 06-17-2006, 07:33 PM

This is a great thread. I can't even begin to thank Gard for all of his help with my custom order. I have been through so many mind changes and questions. It's almost embarassing as I can't even remember how may there was, and Gard patiently answered every e-mail, change, and question with an honest answer and from a true "players" opinion on everything. I've also found out that he's not just one of those typical "car-salesmen" type that just wants to put you in with every available option to get a bigger sale. I think he tunes in to what each person "needs" are and goes from there after he gets a pretty good idea of what you are trying to convey to him as far as what your "wants" are. So far, I couldn't ask for any better customer service than what the guys at Roscoe give, especially Gard. Thank you very much.

**Ryan L.** · #13 06-18-2006, 07:03 PM

Quote:

Originally Posted by Gard

I'm certainly not planning on it, hope you have the same outlook, brother!

...amazing how a little time can give you a whole new perspective, isn't it?

Yep, same outlook here.

And I guess things have a way of changing for the better.