A Good customer service rant

Lowactnsatsfctn · #1 01-31-2012, 06:06 PM

A few weeks ago, I bought a set of Rotosound 66's. The E and G strings were slightly darker in color and sounded a lightly less "bright" than the other strings. I Emailed Roto sound Thursday afternoon, and here it is Tuesday and I have a box with a replacement E and G string as well as a second complete set of strings. Included in the box was a key chain, 3stickers and a pen.

I usualy expect larger companies to just say $___ you, we have your money and your not going to close us down. I felt that just sending the 2 strings would have been a simple remedy.

In short my issue was handled quickly and i feel over compensated for my troubles. Has any one else had a similar ordeal with any companies like this?

SolarMan · #2 01-31-2012, 06:23 PM

I am amazed at some of the great customer service that larger companies are involved in these days - not just making things right, but going over the top

nice to hear - and I think that in the end these corporations realize it is easier to keep a good customer than to attract a new one - and here you are spreading the love

good on ya!

**lowendfriend** · #3 01-31-2012, 09:19 PM

In a way though, this still worries me. When I buy a set of strings, I want to use them not spend a bunch of time putting strings on & off and adjusting setup. The strings need to be right when they show up. This is what always griped me about American cars vs Japanese. Having a great warranty doesn't make up up for the down time of returning/fixing.

Snarf · #4 01-31-2012, 10:12 PM

Quote:

Originally Posted by Lowactnsatsfctn

Has any one else had a similar ordeal with any companies like this?

Ordeal is a negative word, not positive. An ordeal is a struggle.

John Bigboote · #5 01-31-2012, 10:19 PM

Quote:

Originally Posted by Snarf

Ordeal is a negative word, not positive. An ordeal is a struggle.

And a "good rant" is a rave. "Rant" is negative.

Thus endeth the English lesson. Great to hear they took good care of you, btw...

-jb

fourstringdrums · #6 01-31-2012, 10:23 PM

Quote:

Originally Posted by lowendfriend

In a way though, this still worries me. When I buy a set of strings, I want to use them not spend a bunch of time putting strings on & off and adjusting setup. The strings need to be right when they show up. This is what always griped me about American cars vs Japanese. Having a great warranty doesn't make up up for the down time of returning/fixing.

Why does it worry you? Stuff happens, but wouldn't you rather know you'll be taken care of when it does? Just because a company offers good CS doesn't mean that they're doing it just because their product is inferior.

I'm not sure "rant" is the right word either...that usually has a negative tone but yet this is a positive situation, despite the fact that the strings weren't right the first time around..but again, stuff happens.

JimmyM · #7 01-31-2012, 11:16 PM

Well either he was being funny or Clovis, CA is in the Bizarro World.

Lowactnsatsfctn · #8 02-01-2012, 11:08 AM

There is always going to be mixed feelings about any company/product when the first unit you buy from them is defective.

Clovis is a a very bizare place, but so is any part of California.

And according to Websters, an Ordeal, is a trial or experience.....

devnulljp · #9 02-01-2012, 01:26 PM

Quote:

Originally Posted by Lowactnsatsfctn

Has any one else had a similar ordeal with any companies like this?

Dunlop are good like that too.

singlemalt · #10 02-01-2012, 01:35 PM

Edit: I forgot to say, I gave up on rotosounds for the same reason back around '93, it was hard to get four consistent strings in a pack, or there would be a total dud.

But for customer service experiences I like: RAVES!

Apple: your ipod fries, they fedex you a prepaid ready return box the next day, in less than a week you have a new ipod.

Zzounds.com: They say thirty days no questions return, they mean it. My TC electronic footswtich didn't work, they sent a prepaid shipping label by email with in two hours of my first inquiry. When the TC RH750 turned out to be a wimpy suck machine, I sent it back, no problem. Full refund within a week.

Carvin: I bought a HD 1500 power amp, it was fritzed. I called Carvin, got a very nice live person, (at lunch hour) and he sent me by email prepaid return label, and shipped the replacement amp that afternoon. I dropped the first at UPS the next day, done deal.

LL Bean: my mother always gets my wife and I stuff from these guys. Like the simulated sheep skin lined, sorta suede vest for my wife, who doesn't really do the "cave girl" thing. Prepaid return label and return forms in each package. So I can swap stuff we don't want for socks or something. Easy.

RANT:

Compare that with T mobile who lost coverage to our area during a severe winter storm. Okay, I get it that you have a problem, I'm just calling to let you know(as were hundreds of other customers), but don't tell me my phone needs a new sim card, there is no problem, oh so sorry, tough luck.... They made me so mad, I spent a couple hours getting them to concede a $50 credit. That's really not good enough, once our contract ends with T Mobile, we're gone. I'm not pissed enough to throw $400 bucks away getting out of the contract, but it was a near thing after the fifth phone call to their lousy customer service department.

In today's economy, I expect excellent customer service, otherwise: AMF YOYO!

DanRJBrasil · #11 02-01-2012, 01:47 PM

excellent

hdracer · #12 02-01-2012, 01:54 PM

Quote:

Originally Posted by lowendfriend

In a way though, this still worries me. When I buy a set of strings, I want to use them not spend a bunch of time putting strings on & off and adjusting setup. The strings need to be right when they show up. This is what always griped me about American cars vs Japanese. Having a great warranty doesn't make up up for the down time of returning/fixing.

+1 I have quit using Roto's & LaBella's because of problems.
Yes the customer service was good and they sent me out replacements for free but after a couple of times I gave up. All the good CS will never replace good QC.

Deaky · #13 02-01-2012, 03:51 PM

I've never had a problem with Rotosound strings or their customer service.

I've been using LaBella flats for a bit but I'm a bit fed up with them and would like a bit more zing so I've went back to Roto jazz 77s, PSD 99 and nickel swing bass..

Flyingfrets · #14 02-01-2012, 06:21 PM

Bet the next time you're looking to buy strings, you'll remember Rotosound & how they took care of you.

That's their motivation...to keep customers.

hdracer · #15 02-01-2012, 06:27 PM

Quote:

Originally Posted by Flyingfrets

Bet the next time you're looking to buy strings, you'll remember Rotosound & how they took care of you.

That's their motivation...to keep customers.

But after 3 times in two years it doesn't matter anymore.

Lowactnsatsfctn · #16 02-01-2012, 10:06 PM

I would keep that in mind, but Im not too sure these are the strings for me. Not as bright as Blue steels, less mids than Chromes and more expensive than 2 for 1 XL's.

tradernick · #17 02-01-2012, 10:19 PM

Quote:

Originally Posted by Deaky

I've never had a problem with Rotosound strings

I'm with the others on this. I'm a die hard user of RS66LD's but there was a ten year period from about '95 to '05 where I would get inconsistent sets. I never bothered to send any of them in. Went away from them for a while but came back, even though I pay for it in fret dressing.

On a separate note, re: T-Mobile, can anyone explain why, no matter what country you're in, it's the telecom companies and the airlines which uniformly inspire the worst customer service horror stories?

JimmyM · #18 02-02-2012, 01:01 AM

Because they can.

BillyIVbass · #19 02-02-2012, 01:10 AM

Absolutely fantastic customer service from gear giants:

Rotosound
DR
Hipshot
Fender
Gibson
D'addario and Planet Waves

A good customer service really influences my future buying!

black lake · #20 02-02-2012, 06:00 PM

I have to say it is rare that I have had problems with customer service these days. Most retailers/manufacturers are aware that people will shop at places that take care of them and will avoid places that don't.

I agree with Lowendfriend in that I prefer and will deal with manufacturers with better quality control in their products. I might be in the minority here but I don't see a manufacturer who doles out freebees to make up for poor quality control as worthy of my time and money. While you have to expect an occasional bad string, if a product seems to be unreliable, I will move on to another manufacturer.

Rave: I have had nothing but excellent service from StringsandBeyond.com. After many many orders over the last year, nothing got mixed up, left out, short shipped, damaged or was faulty. Delivery was prompt, and complete. No excuses, no drama, no worries about missing strings and missed shipping dates. Now, that is what I call customer service.