Great DR customer service experience

fishinmuzician · #1 10-11-2011, 07:08 PM

I was at the Southeastern Guitar & Amp show a couple weeks ago. Being a devout DR string fan, I stopped by their booth and had a nice chat with the rep. She convinced me to try the new K3 coated strings and I grabbed a set of the Orange Neon strings for my blacked out Geddy bass. Looked cool, felt & sounded awesome. About 30 minutes into playing them, the G string went dead. Not completely dead, but enough to think that one strings had about 5-6 gigs on it ... WAY off the other three strings. Bad enough that they weren't usable anymore. I was going to pitch them and move along, but I figured I'd send an email to DR and see what they could do.

I got a response within 30 minutes from the sales / marketing manager (Kim) apologizing for my experience and an offer to ship a new set. I called the number she had on her response and got her on the phone right away. What a wonderfully nice person! I could tell from the conversation that she really cared about the part timers like a lot of us here on Talkbass. She wanted to make it right and apologized several more times.

Bottom line ... a set of replacement strings is probably no big deal to a company like DR, but Kim made it a big deal. I felt like I was as important as any pro endorser out there. $25 bucks for a set of strings is not the end of the world for me, but the DR folks made it seem that way. I won't buy another brand for a LONG time .... Thanks Kim!

darkstorm · #2 10-13-2011, 10:46 PM

Kewl.

gunlak · #3 10-14-2011, 04:00 AM

hmm, my G string went dead too just like yours, and I haven't been gigging alot these days.. maybe there's a QC issue about this?

NorCal Dog · #4 10-14-2011, 05:28 AM

have had ALOT of issues with DR strings in the past, don't know if it's due to the inconsistencies of being handwound, but have since moved on to strings that are not handwound & don't have that weird chorusy effect going on on the B & E string

black lake · #5 10-14-2011, 08:08 PM

Yep, I have not been impressed with DR strings and their quality control either. My last set that was missing the B string. DR appologized and promised to send out a new one cause they have excellent customer service. Two weeks later, no string. Another call to DR, more appologies and an explaination that they only send out shipments to Canada once per week, but they have excellent customer service. They agreed to send out another string. Two weeks later, no string. I gave up and bought a set of Ti flats. A week later the replacement string arrived (5 weeks to get a replacement). It went in the garbage. That was my last set of DR strings cause they have such excellent customer service. Loving the Ti flats on my 6 string, so I guess things worked out just fine after all.

mmbongo · #6 10-14-2011, 08:52 PM

I've been through a metric ton of DR strings. Only problem I have ever had was from a Black Beauty B string that had a weak core. I could break it just by bending it anywhere. This was a single string, pre-K3, bought from some guy on Ebay..not a dealer. Emailed DR and Steve sent me a new string via FedEx!

That's top notch customer service in my book.

Same thing happened with a LaBella string years ago, same result. Two great family run, USA companies with excellent customer service.

Billy K · #7 10-22-2011, 10:13 PM

I have to agree DR is a excellent company to deal with. I had a string loose it's coating after playing them a couple weeks. They replaced them within days. I have since bought 2 more sets of Neons for my other basses.

itzs · #8 10-27-2011, 08:17 AM

Help!!

I've recently gotten a dead D string in my new Hi Beams set. Tried to email them at drstaff@drstrings.com (from their website), but I've not gotten a response from them despite 2 emails in 2 weeks. Anyone knows of an email that they would reply with?

Much appreciated!!

DR Strings · #9 10-27-2011, 08:45 AM

Hi All...
Itzs, being you are located in a sales territory outside of the US/Canada, we have a different procedure for addressing customer queries. So sorry for the delay in response, and I personally will be happy to correct the issue you've had with the D string.
Contact me via email:
anthony@drstrings.com

DR Strings · #10 10-27-2011, 08:53 AM

Black Lake
Without knowing all the details as to what set, where you bought them, what time of year you were promised a replacement, nor who you spoke with, I cannot give you a concrete response as to the lengthy replacement time.
We at DR Strings are usually quick to respond and process an order for replacement. Being that we ship direct to Canada, without a distributor, sometimes customer service issues are a bit delayed due to shipping constraints using the Canada Post.
I don't remember anyone here tooting our own horn proclaiming our own excellent customer service. That comes directly from the many folks like you on forums who recognize the work we do.
I do remember there being a postal strike this year in Canada, perhaps that was what caused the delay in getting you what you needed. At any rate, sorry we let you down.

Quote:

Originally Posted by black lake

Yep, I have not been impressed with DR strings and their quality control either. My last set that was missing the B string. DR appologized and promised to send out a new one cause they have excellent customer service. Two weeks later, no string. Another call to DR, more appologies and an explaination that they only send out shipments to Canada once per week, but they have excellent customer service. They agreed to send out another string. Two weeks later, no string. I gave up and bought a set of Ti flats. A week later the replacement string arrived (5 weeks to get a replacement). It went in the garbage. That was my last set of DR strings cause they have such excellent customer service. Loving the Ti flats on my 6 string, so I guess things worked out just fine after all.

DR Strings · #11 10-27-2011, 08:55 AM

And to all of you TB'ers, thanks for your patronage and support. We do listen and do appreciate the kind words we read online, or hear in fone calls to the office, or get to listen to in person at guitar shows and events throughout the US.

MARKG72 · #12 10-29-2011, 12:45 PM

I met Anthony (above) from DR Strings at IBMA a few weeks ago, and can vouche that he cares about customers and does what he promises.

Mark

Zoa · #13 10-29-2011, 12:48 PM

I have never had a less than stellar experience with DR.

Zharlon · #14 10-31-2011, 12:06 AM

I just ordered 2 5str sets from bassstringsonline....One each of nickel and SS Lo-riders.
I have never been anything but pleased with these strings. I play warwicks and find the tension on the low B to be absolutely delicious! Can't stand a floppy B (or any other string for that matter).

Absolutely recommended....And I haven't needed the customer service/replacement yet(many years of DR's)....so that says something about the string quality I think(Haven't tried any coated strings)

pedroferreira · #15 10-31-2011, 04:14 AM

I use exclusively DR Hi-Beams for my basses for over then 10 years and I usually change strings every month.
But the last 6 sets I bought, I had problems with it.
I choose Hi-beams 40-100 for my '78 Jazz Bass and 45-130 for my Sadowsky.
The last 6 sets I bought for my sadowsky, they all broke the B string at the post when I was installing them. I started stretching the string, and before it get to the normal frequency (pitch) they break.
Then I compared that string with older ones and came to the conclusion that the newer strings (the ones that broke) are longer.
What I mean is: The last wrap is longer then the old strings and it reaches the post. The string diameter is so large at the post that it breaks while I stretch the string.

I sent two e-mails to DR with pics attached.

They never got me a reply.
I wouldn't call that a great service

mmbongo · #16 10-31-2011, 05:20 AM

Quote:

Originally Posted by pedroferreira

I sent two e-mails to DR with pics attached.

They never got me a reply.
I wouldn't call that a great service

You should definitely go string through body so the outermost winding does not go around the post.

Are you in the USA? I've emailed them several times and they always answer.

pedroferreira · #17 10-31-2011, 05:43 AM

:-)
Do we want me to drill holes in my sadowsky?

SLaPiNFuNK · #18 10-31-2011, 06:14 AM

Quote:

Originally Posted by pedroferreira

I use exclusively DR Hi-Beams for my basses for over then 10 years and I usually change strings every month.
But the last 6 sets I bought, I had problems with it.
I choose Hi-beams 40-100 for my '78 Jazz Bass and 45-130 for my Sadowsky.
The last 6 sets I bought for my sadowsky, they all broke the B string at the post when I was installing them. I started stretching the string, and before it get to the normal frequency (pitch) they break.
Then I compared that string with older ones and came to the conclusion that the newer strings (the ones that broke) are longer.
What I mean is: The last wrap is longer then the old strings and it reaches the post. The string diameter is so large at the post that it breaks while I stretch the string.

I sent two e-mails to DR with pics attached.

They never got me a reply.
I wouldn't call that a great service

Many times when sending emails, ESPECIALLY to business's if there is an attachment, send a separate email informing them of the first email.

Business's in general have (or at least should have) strict spam filters up.

Quote:

Originally Posted by Zharlon

I just ordered 2 5str sets from bassstringsonline....One each of nickel and SS Lo-riders.

Thank you! I don't want to turn this into an email regarding my store but your order is shipping today! Check your email too

bassgod0dmw · #19 10-31-2011, 06:49 AM

I've had that issue a number of times on my Sadowsky low B as well. It's VERY annoying. It's only happened with High Beams. I actually had to install a set of Lo Riders on it this weekend because the B snapped right at the post.

The outer wrap of the string is just long enough to be right at the edge of the post right as the string is coming up to pitch. Once you apply more tension to it, it breaks.

I've been using DR's exclusively for a long time now, and I'm starting to think about switching. At least on this bass. I'm sick of shelling out $30+ and having a string break before I get to even use it. Then have to go through the hassle of getting a replacement. When I need to change my strings, I need the bass immediately...not in a week once the replacement finally arrives.

I have contacted DR about the issues whenever they arise, and they make it right very quickly...but it's still annoying. So I will say they have great CS, and normally have a great product.

mmbongo · #20 10-31-2011, 07:03 AM

Quote:

Originally Posted by pedroferreira

:-)
Do we want me to drill holes in my sadowsky?

My first thought is 'heck yes, I would' but then again I wouldn't do it on my Spector. But I don't have a need to since DR's fit fine. Is your Sadowsky 35" scale?