Fodera Strings - my worst customer experience

pmaraziti · #1 06-21-2009, 06:48 AM

All,

Just thought to share this since I'm really disappointed.

Having spent a significant amount on a new Fodera VW classic signature bass (great instrument!), I wanted to change strings to have a bigger gauge and decided to order some at Fodera website: on 16th of March I spend 95.77$ dollars including shipping.

A couple of weeks after I didn't receive any string, so I decided to follow up by email, after the third inquiry, I got a reply back (28th of April) saying that it would have been shipped that day (approx 6 weeks after placing the order).

To date , and after other 2 emails from me that were never answered, I am still waiting for strings. I'm a heavy online-shopper and I do it often with US sites with no issue so far.

Needless to say, this is the last time I buy something on Fodera website, by far my worst experience as far online shopping is concerned.

allexcosta · #2 06-21-2009, 07:27 AM

Fodera doesn't reply to e-mails, EVER...
You're very lucky to have one reply.
Call them, it's the only way.
If you're not comfortable with the language (and I understand that, since generally folks in US don't seem to understand ANY non-American accent), ask an American friend to call...

And good luck, you'll need it.

RS · #3 06-21-2009, 07:32 AM

Quote:

Originally Posted by allexcosta

If you're not comfortable with the language (and I understand that, since folks in US don't seem to understand ANY non-American accent), ask an American friend to call...

We don't? How have you come to this observation?

allexcosta · #4 06-21-2009, 07:35 AM

Quote:

Originally Posted by RS

We don't? How have you come to this observation?

Living here for 9 years.

RS · #5 06-21-2009, 08:11 AM

Kinda a broad generalization, no?

allexcosta · #6 06-21-2009, 08:14 AM

Quote:

Originally Posted by RS

Kinda a broad generalization, no?

Sure it is... Original post has been edited.

rogerwilliamsen · #7 06-21-2009, 11:19 AM

I also had the same problem on the Fodera Webshop. I waited for many weeks and recieved the package with 3 of the 5-string sets with useless B-strings. I called back and I got a promise that they would replace the B-strings. 4,5 months later still no replacement.

I wish AlexC would not assume that people from this side of the pond has lesser knowledge of the english language.

I'm sure that both spanish and english is spoken at Fodera.

WildTrkey · #8 06-21-2009, 11:41 AM

Quote:

Originally Posted by allexcosta

Sure it is... Original post has been edited.

That's mildly insulting.

For what Fodera charges their customers, their customer service should be top notch. I understand that they are among some of the best basses in the world as far as craftsmanship and tone go...so why shouldn't their customer service be the same? They are not by any means a huge corporation, but they are not one guy building basses in a garage either. In retail, service comes first. When you plunk down $3000-$6000 for a bass, the CS should be included. Would you want to bring your Fodera with an electrical issue to Guitar Center for repair?

allexcosta · #9 06-21-2009, 01:13 PM

Quote:

Originally Posted by rogerwilliamsen

I wish AlexC would not assume that people from this side of the pond has lesser knowledge of the english language.

That's not what I said.

UncleBalsamic · #10 06-21-2009, 01:19 PM

The OP is from Spain (I'm guessing).

capnsandwich · #11 06-21-2009, 01:37 PM

I've had problems with the Fodera webshop myself but that was before they revamped it. I guess they still haven't revamped their customer service though.

Also, I can understand Alex's deal with Americans not understanding accents. I've been all over the world and have been exposed to different cultures so I don't fall into that category. I can understand plenty of different people from all over. However, it took plenty of exposure and, since the continental US is a big country, there are plenty of people aren't around different cultures as much and who are not used to words being said differently and syllables being accented differently. IMO however, I don't think that was the OP's problem. I think his problem is Fodera customer service.

pmaraziti · #12 06-21-2009, 03:51 PM

Quote:

Originally Posted by UncleBalsamic

The OP is from Spain (I'm guessing).

I'm italian, living in Spain. I speak English 99% of the time having an European-wide assignement in an American company. I don't believe that they would have a problem understing me and viceversa, nevertheless the lack of customer focus might get in the way.... if they don't understand it's not for the language, it's for the lack of any interest in people having spent thousand of dollars in their basses wanting to buy some strings.

capnsandwich · #13 06-21-2009, 03:54 PM

Quote:

Originally Posted by pmaraziti

I'm italian, living in Spain. I speak English 99% of the time having an European-wide assignement in an American company. I don't believe that they would have a problem understing me and viceversa, nevertheless the lack of customer focus might get in the way.... if they don't understand it's not for the language, it's for the lack of any interest in people having spent thousand of dollars in their basses wanting to buy some strings.

Hey, try Sadowsky strings. Their customer service is awesome and so are their strings. Basses aren't too bad either.

HMZ · #14 06-21-2009, 06:15 PM

Why would you deal with a company like Fodera if they don't care about there customers? If people stopped buy his basses things might change.

BZadlo · #15 06-21-2009, 06:21 PM

Ask for Martha. She speaks Spanish.

Chipsonfire · #16 06-21-2009, 06:46 PM

Note to self: don't buy from Fodera. I'm a stickler for good customer service, and I can't stand it when companies don't appreciate their customers

allexcosta · #17 06-21-2009, 06:49 PM

Quote:

Originally Posted by pmaraziti

I don't believe that they would have a problem understing me and viceversa

Sorry, I was just trying to help. I also speak and write English daily for MANY years, but got my share of phone calls that go like:

"Hi!"
"What?"

Or perhaps pronouncing the "t" in "Manhattan" and "carton" and people wouldn't have a clue of what I was talking about... Other people that have English as native tongue, like Indians, Australians, etc. also have a hard time being understood here.

HMZ · #18 06-22-2009, 02:14 AM

Quote:

Originally Posted by Chipsonfire

Note to self: don't buy from Fodera. I'm a stickler for good customer service, and I can't stand it when companies don't appreciate their customers

Note to self: must buy a Fodera he's the only one who can make great basses. I don't care if he treats me like crap just take my money.

pmaraziti · #19 06-22-2009, 08:04 AM

Just received an email saying that the sets of strings were shipped "almost two weeks ago". Not bad, the last time (apr 28) they told they shipped the same day, now I discover that they shoiuld have been shipped around June 8.

I had raised an issue at Paypal (the form of payment) already , I'll close it once I receive the strings.

Mrdak · #20 06-22-2009, 05:29 PM

I've tried ordering their strings twice through just strings, and both times they were on backorder for weeks and weeks. Both times I cancelled.
I'll bet V.W. gets great customer service.