Bass Northwest - beware!

Joe Nerve · #1 08-19-2011, 11:33 AM

Already did a search to see what people's experience has been with them, and see that many have had great experiences. Super friendly accomodating staff, respect, patience, all that good stuff. Until something goes wrong. They had me fooled too. Here's my story.

Ordered a Kala Ubass that I received yesterday. The D string harmonic is a 1/2 note off at the 12th fret, the A string is off but I could live with it. The D string also buzzes and rattles when played open.

So... I want an exchange. They won't do that. First I was told they only had 1 or 2 others in stock and they wanted to keep them to sell them. After consulting with the manager and calling me back, I was told the others they had in stock also had bad intonation, and that's just the way the bass is. I was actually asked how much I play in the upper register, as in, "Is this really an issue?" I then played the rattling D string over the phone for him, and he said he definitely heard it, and that it was a problem. They told me they'd give me a refund, or they'd send it back to kala (and it would be months before I see it again). But I have to pay shipping, either way. It's part of their policy. Part of their policy that's not at all clearly stated, and my bad for not inquiring about before. They sold me a defective instrument, admitted it was defective, and now want me to pay return shipping! They claim they inspect each instrument before it leaves. Either they're liars, or they don't care when defective intsruments get shipped. This is not an issue that happened during shipping. I never bought from any company that didn't pay the return shipping if a product was defective. And now for me at least, here's the kicker...

Shipping will be roughly $25. It's not going to break me to spend $25 to ship it, but I feel ripped off if I have to add $25 to the going price of that bass. I'm going to buy another. I told him as nicely as I could that I'm a known and respected member on talkbass, and that I'd have to reflect my experience here, and he didn't care. This speaks volumes to me. They screwed up, sent me a defective bass, and it's not worth $25 to them to both do the right thing, and more importantly, keep a customer happy. This is a very minor issue here, but they don't care and I have to pay shipping to return their defective bass. Thair attitude was just "tough luck", not my problem. $25 might seem trivial to some, but it's really not about that. It's the principle behind it.

I purchase thousands of dollars worth of gear a year. From time to time things happen. Had a little issue with Sweetwater. They bent over backwards and stood on their heads to make sure it was taken care of, and guess what - I now go to them first when I consider purchasing something. Bought a custom made bass from someone here on talkbass, there was an issue. It was taken care of immediately, all shipping paid (I actually volunteered to split it because the guy was so accomodating and helpful). I would buy from him again in a heartbeat, and would recommend anyone to go there.

I could go on. Point is this is how they operate. There are others who have spent thousands there and been treated worse than me when problems came up. Do your research, and be careful if you choose to shop there. They're not the wonderful accomodating nice guys they make themselves out to be when you're putting money in their pockets. Beware.

Demon_Hunter · #2 08-19-2011, 11:46 AM

That sucks to hear all that. I won't buy anything from them.

VWbug08' · #3 08-19-2011, 11:51 AM

I will tuck this fact away about Both places.
Thanks.
I understand what you mean about the principle, not the money.

fenderhutz · #4 08-19-2011, 11:52 AM

Two sides.

1.They don't make the bass but sell them. It's not their fault it's junk.

2.The are a dealer that said they check them before they ship. It is their fault it's junk.

I agree with take your money where you get better service. This economy is not an economy to get bad publicity.

N.F.A. · #5 08-19-2011, 11:54 AM

Sorry to hear you had a bad experience. Thanks for sharing this.

Hollow Man · #6 08-19-2011, 11:59 AM

Thanks Joe. Knowing that, I wouldn't buy from them either.

bongomania · #7 08-19-2011, 12:25 PM

Sellers in general need to be reminded that "it's not what went wrong, it's what you do about it" that a consumer will remember. Every retailer makes an occasional mistake, or has a bad incident that's not their fault necessarily; but the really smart retailers will take the pill and take care of business, accepting the loss of money as an investment in their good reputation! I would much rather lose $25 or even $250 and gain/maintain a reputation as a great and trustworthy seller, than stick to my tight-fisted claim on the money, and get a bad reputation.

FWIW my experience with BassNW wasn't good either, but for different reasons.

Selta · #8 08-19-2011, 02:15 PM

I don't want to pile on, but I haven't had a good experience with BassNW, in person or via e-mail either. I felt mistreated enough in pre-sales that I had to conclude that post-sales would be at least as bad, if not worst, so I took my money elsewhere. I thought maybe the e-mail incident was just me mis-reading the e-mail or making some sort of wrong assumption, but got the exact same treatment when I stopped in.
I'm not a "big name" musician by any means. I might spend $5k a year on gear. This is nothing to these guys, I know. They don't care, so I don't either

.
There's plenty of other places that'll take my money and treat me well. I'm just going to stick with them.

Buster Brown · #9 08-19-2011, 02:22 PM

Thanks for sharing your experience and it is duly noted for future purchases.

I find it AMAZING that in this economy a retailer would treat their customers like this. If everything is as you state (and I have no reason to disbelieve you) then this is absolutely unacceptable.

I readily admit that I don't spend "thousands" every year on gear, but I have been known to drop a thousand here and there every so often

If a business owner takes MY business for granted, I promise you, he will NOT get a second chance to make it up to me....there are FAR too many other options out there.

Sorry it happened to you!

dmusic148 · #10 08-19-2011, 02:23 PM

Their return policy is standard procedure. Most companies will not eat return shipping, even on defective merchandise. Not saying I agree with this, just that that's the way it is.

Mojo-Man · #11 08-19-2011, 02:26 PM

Quote:

Originally Posted by dmusic148

Their return policy is standard procedure. Most companies will not eat return shipping, even on defective merchandise. Not saying I agree with this, just that that's the way it is.

+1
It's not just them.
Most will do this, that do not make it right.

Kitsapbass · #12 08-19-2011, 02:27 PM

I guess I'm in the minority as far as Bass NW (having bought a cabinet, bass head and several basses from them), but then again, for me it's just an hour and a half away. Irregardless of which, they shouldn't have treated you this way...

TripleDouble · #13 08-19-2011, 02:37 PM

Ugh. So something advertised as tested for defects is in fact defective and management agrees, but somehow the "Return Policy" portion if their policies is still valid? I dunno, the whole thing seems null and void at that point and open to negotiation, I'd call back, maybe mention that you're an active TB member, and if they're pickin' up what you're puttin' down, might be worth the 25 bucks to them. But on principle it still shows their value for the anonymous customer.

And for a sales rep to say "you really going to play up there?" is well, oh never mind.

All this said, TB is the only place I feel confident buying gear sight-unseen at this stage.

edit: oh yeah, you already told him you're on TB...

pasta4lnch · #14 08-19-2011, 02:39 PM

It would be one thing if he got it, didn't like it and wanted to exchange/return then fine - chalk up the $25 as a "at least I didn't have to go to GC and get stressed out" tax.

But the item was defective! I don't care if the retailer or the manufacturer or whoever has to soak up the cost of that, it shouldn't be the consumer! Period!

Joe Nerve · #15 08-19-2011, 02:41 PM

Quote:

Originally Posted by dmusic148

Their return policy is standard procedure. Most companies will not eat return shipping, even on defective merchandise. Not saying I agree with this, just that that's the way it is.

Really? Over the past 15 yrs or so I remember having returned a handful of things. A defective GKMB amp to Musiciansfriend. They paid shipping. I returned 2 consecutive Michael Kelly acoustics (each with 2 totally dead frets) to American musical. They paid shipping. I ordered a few Jazz basses from music 123 this year. One of them the electronics didn't work... guess who paid the shipping? They sent me an RA with no questions asked. As mentioned with the custom bass I had made this year, I actually paid shipping one way, but the guy first offered without hesitation to pick up the tab. And that was around $40. I have yet to (before this) encounter a company that wouldn't accept a return including shipping if there was a problem with the instrument.

dmusic148 · #16 08-19-2011, 02:42 PM

Quote:

Originally Posted by pasta4lnch

But the item was defective! I don't care if the retailer or the manufacturer or whoever has to soak up the cost of that, it shouldn't be the consumer! That's just bad business!

I agree. But check the return policy fine print for any online retailer you'd like to mention. They all do it, defective or not.

dmusic148 · #17 08-19-2011, 02:43 PM

Quote:

Originally Posted by Joe Nerve

Really? Over the past 15 yrs or so I remember having returned a handful of things. A defective GKMB amp to Musiciansfriend. They paid shipping. I returned 2 consecutive Michael Kelly acoustics (each with 2 totally dead frets) to American musical. They paid shipping. I ordered a few Jazz basses from music 123 this year. One of them the electronics didn't work... guess who paid the shipping? They sent me an RA with no questions asked. As mentioned with the custom bass I had made this year, I actually paid shipping one way, but the guy first offered without hesitation to pick up the tab. And that was around $40. I have yet to (before this) encounter a company that wouldn't accept a return including shipping if there was a problem with the instrument.

Great. But read the fine print. They probably didn't have to do it. Again, I'm on your side.

dmusic148 · #18 08-19-2011, 02:48 PM

Huh. Guess I have to eat my words. Just called musicians friend and they said what you said, Joe. Free shipping on defective returns. Alrighty then.

pasta4lnch · #19 08-19-2011, 02:48 PM

Quote:

Originally Posted by dmusic148

I agree. But check the return policy fine print for any online retailer you'd like to mention. They all do it, defective or not.

not on defective items . . .

edit: some of my post didn't make it - I've purchased many of thousands of dollars of gear over the years and never once had to pay shipping on a new item that was sent to me defective.

Joe Nerve · #20 08-19-2011, 02:53 PM

Quote:

Originally Posted by dmusic148

Great. But read the fine print. They probably didn't have to do it. Again, I'm on your side.

OK. Thanks. Glad you're on my side. My apologies for the snippiness. Still mad at them.

I never said they went against their shipping policies. My bad for not reading it more carefully. They do claim that they detail test every bass prior to shipping though. Does that mean they let them out if they feel that, well, they're good enough? That's plain BS. Part of my reason for posting this thread is for potential buyers to know that if they get a problem instrument (which they might) from bassnw, the shipping back to them is going to be THEIR problem. And that won't be the case at most other places. And it's never before been the case IME.