An annoying customer service experience

82Daion · #1 10-14-2008, 10:38 PM

So, I recently traded for a Ken Smith BT5 Elite that needed some pots replaced, since one of the preamp circuit boards had been bent in such a way that it snapped the backs off the bass and treble pots.

I emailed Ken about the problem, and received this in return:

Quote:

Originally Posted by Ken Smith

Just two Pots is below our purchase minimum for packing and shipping. Add some Smith TCRM Strings that the bass needs anyway to make up the difference.

Thank you,

Ken Smith
President/Owner
Ken Smith Basses, Ltd.

Sterling service, indeed. I wish that the quality of service backed up the quality of the bass...

mikezimmerman · #2 10-14-2008, 10:59 PM

Lots of companies have minimum order requirements. Guess I just don't see the big deal...

82Daion · #3 10-14-2008, 11:01 PM

Quote:

Originally Posted by mikezimmerman

Lots of companies have minimum order requirements. Guess I just don't see the big deal...

Lots of companies would just drop the pots in the mail without telling me to buy their strings in a condescending fashion.

mikezimmerman · #4 10-14-2008, 11:02 PM

Did you purchase the bass from them?

Trevorus · #5 10-14-2008, 11:02 PM

Email me a pic, man. I'll find you a supplier for those pots that doesn't have a minimum order.

willsellout · #6 10-14-2008, 11:03 PM

Quote:

Originally Posted by 82Daion

Lots of companies would just drop the pots in the mail without asking me to buy their strings in a condescending fashion.

G&L sent me bridge saddle springs (3) free of charge when I called. I can see from a business standpoint where he is coming from, but it's still crappy IMO.

Dan

bassteban · #7 10-14-2008, 11:04 PM

Ken Smith's condescending tone is part of the charm, IMO.

82Daion · #8 10-14-2008, 11:06 PM

Quote:

Originally Posted by mikezimmerman

Did you purchase the bass from them?

No, but they did make it, and ergo, they are the logical place to go for parts, yes?

I shouldn't have to buy a $32 set of strings (that I don't even like that much) to get $10 worth of pots as well.

calebbarton · #9 10-14-2008, 11:10 PM

when i had my old schecter i emailed them about a bad pot, never got a reply. then 2 weeks later 2 new pots show up from ups. id say that they can do it but do they want to? probably not. besides i got my pots for free.....no minimum order.

bassteban · #10 10-14-2008, 11:15 PM

Does the term 'customer service' apply to you here?

82Daion · #11 10-14-2008, 11:29 PM

Quote:

Originally Posted by bassteban

Does the term 'customer service' apply to you here?

I'm trying to buy parts from the company that made my bass. Would it make sense to contact Music Man customer service for Ken Smith parts because I actually spent money on a new Music Man? I'd say that my willingness to spend money on something they offer qualifies me as a customer.

Since I didn't give them $5000 of my money initially, does that mean I should be given the heel when I need their parts to fix their product? Would it be better for me to bugger the circuit with non-stock parts and then get ridiculed by Ken when I needed to fix that?

In comparison, Alembic sent me new truss rod nuts for a bass they made in 1975 for free. They didn't see a cent of my money on the front end, but they still supported their product 33 years after the fact. They were courteous and professional throughout the exchange.

I'm not expecting a handout. I just don't see why it's unreasonable to offer to buy parts from the manufacturer of a bass and then get snubbed because I'm not spending enough. I'd gladly spend $20 if it meant I could get the parts I needed without the side of attitude.

StarscreamG1 · #12 10-14-2008, 11:38 PM

I can see both sides of this but I do lean toward your side on this. I would call customer service and speak to someone about how you are being treated. Not sure if it would do any good but I don't think it could hurt.

sound of bass · #13 10-14-2008, 11:41 PM

To me it doesnt matter that you're in business, throwing a customer of your product a bone every now and then IS standard practice, and to me is expected. What better way to retain loyal customers and gain new ones than with a little polite courtesy and occassional freebe?

lindseyp · #14 10-14-2008, 11:48 PM

Quote:

Originally Posted by 82Daion

Lots of companies would just drop the pots in the mail without asking me to buy their strings in a condescending fashion.

Name three, ...

No, seriously, I'm not being condescending or sarcastic, name three. Or two.

phatduckk · #15 10-14-2008, 11:49 PM

i purchased a single stacked knob from Sadowsky that i used on a frankenbass build. they just took my CC# & address and mailed it out.

ive even had Leo Quan send me BadAss parts for free and ive heard he's pretty impossible to deal with

lindseyp · #16 10-14-2008, 11:50 PM

Quote:

Originally Posted by phatduckk

i purchased a single stacked knob from Sadowsky that i used on a frankenbass build. they just took my CC# & address and mailed it out.

ive even had Leo Quan send me BadAss parts for free and ive heard he's pretty impossible to deal with

Leo Quan = one, someone name two more.

monokeytoe9 · #17 10-14-2008, 11:55 PM

I needed a volume pot for my thumb and Warwick sent me 2, along with a truss rod cover absolutely free...even after I told them it was used and I'd pay for them. In today's internet savy consumer market, it seems that a manufacturer would know better than to do this..especially telling you what your bass "needs." Minimum orders are understandable, but I would expect a boutique manufacturer to take a better tact.

PilbaraBass · #18 10-14-2008, 11:56 PM

Hmmm...

I can see Ken Smith's point...however, that cold sorta response doesn't make a customer feel very good.

It should be more personal...for example...

Dear "Name Here",

We apologise for your issue with your bass. Unfortunately, as the cost of two pots is below our minimum order, may we suggest that you increase your purchase value?

For example, you could purchase a set of our TCRM strings.

Again, we apologize for the inconvenience.

Now this says the same thing, but it's not nearly as offensive.

bongomania · #19 10-14-2008, 11:57 PM

The Perfect Bass just sent me some knob caps in order to make a positive good customer service effort even though I hadn't sent them one dime. I don't know about other companies "in this economy", but I have had similarly great customer service from other companies in the past. Vesta Fire once sent me a set of five replacement switches for free, from Japan, when I had only asked them where I could buy one.

Granted those instances are "above and beyond", but good customer service should at least extend to offering to sell and mail a couple of pots.

OTOH was it an "awful" experience really? I have had bad customer service experiences that left me screaming, crying, murderous, bitter, and out a lot of money. Those were awful. This pots deal seems more of a brow-furrowing annoyance.

narud · #20 10-14-2008, 11:58 PM

Quote:

Originally Posted by lindseyp

Leo Quan = one, someone name two more.

ive sent my fodera into the shop to get work done and have had them do fret levels at no charge and bestbassgear just sent me some nuts for a bartolini preamp that i didnt buy through them.