DR Customer Support Thumbs Up

[Gaius46]

I recently bought a set of DR Black Beauties for my 6 string. I had seen positive comments here and wanted to try them and through inattention - I was talking to my wife - I broke the D string while putting it on.

Emailed JustStrings.com who I bought them from to ask about buying a single string with no luck. They suggested calling DR directly.

Called, explained what happened and asked about buying a replacement. DR sent a replacement free of charge and even covered the shipping cost -'sent first class in a small shipping box not an envelope so it cost a few bucks.

20 or 30 years ago I would not have been surprised by that level of customer service. Today it's increasingly rare to find a company that actually acts like it wants my business.

If the strings perform well DR has earned a new customer.

[bigbassmike]

Dean Markley did the same for me a couple months ago with a set of Blue Steels. The G string broke when I was putting it on and a fellow TBer suggested I get hold of the company. I sent an email and received a new set of strings free of charge. Awesome people!

[Plookie]

To the DR strings and it work staff. Well I have HIGH excellent praises for the DR strings staff.

I have been treated with the best customer service like never before. Going on 2 years and really, nothing has changed in their approach to you, a DR strings user.

[mmbongo]

I've only broken three bass strings in my life. First was a LaBella, years ago. That string was definitely defective and they also replaced it quickly.

Same with DR, had a bad core on a Black Beauty .130 and they sent a new one right away.

Broke another string on my new Warwick, which was my fault really, but the bass had a bad tuner. The Warwick distributor had me trying different things to try to fix the brand new bad tuner and in between trying to explain to him what kind of tuner it was and what the problem was I went the wrong way and snapped the string. He finally agreed the tuner was indeed bad and I mentioned that I broke my strings trying to convince him what I already knew, hoping he'd pack in a new set of Warwick strings with my tuner replacement. No dice.

So what's the point of all that? I don't know. Just wanted to share I guess I feel like this:

I spent $30 on a set of DR's and one was bad. They did everything possible to fix it.
I bought a new $2900 Warwick (didn't pay that but they don't need to know that!) that arrived with a bad part. They did replace the part (well they sent the wrong color but they tried at least), but it took a few weeks, and I know I shouldn't expect freebies..but you know...$2900 bass...inconvenience...took a while....they probably have about $4 invested in a pack of strings...why not help a customer out? I never would have broken that string had the tuner not been broken.

Good customer service goes a long way.

[Versatek6]

I got a new set of Hellborg UFO strings that had a dead E-string.

The entire set was replaced by them with no qualms.

A great product from a company that knows how to take care of its customers. DRs in one flavor or another are on most all of my basses (Black Beauties, Lo Rider, UFO) and guitars (Pure Blues, Black Beauties, Hi Beams).

[BassScum]

About 2 months ago I bought a set of DR Sunbeams from GC. Got home and started to install the strings when I noticed the length of the E string was way to short, 2-3" or so. The rest were all of normal length. The next day I brought them back to GC for a new set, the sales guy gives me the new set without checking them 1st! I told him to check them, which he did and sure as heck that set had a short E as well. It took 4 more sets before he found one with the proper length E.

Funny thing is that he didn't seem to care and I got the impression he wasn't going to check the remaining Sunbeams they had in stock.

I'm thinking either the E was a short scale string mistakingly packaged with the long scale strings or the machine they used cut it to the wrong length and their QC didn't catch it! I would imagine a lot of music stores got packs from the same lot with this problem.
No worries though! I love the Sunbeams!