Boutique Basses and Costumer Service

[JAUQO III-X]

Why do people feel that since they purchased a high end/boutique bass that customer service automatically comes with the bass?

When does the customer start crossing the line and going into the diva zone?

[funk generator]

I expect customer service to come with everything i buy...
most people fail at this. Nordstrand gos above and beyond

Edit: I dont entirely understand what this thread is about. Customer service SHOULD be provided with all instruments, especially ones with a $3000+ price tag

[Rumblefisher]

It depends on the luthier.

I know I made the mistake of thinking that a custom instrument is one that is completely dictated by the player. In usual grand Talkbass form, I was obsessing over the tiniest of details, wanting the *perfect* bass for me.

What I didn't take into account was that most luthiers (or the great ones IMO) consider instrument-making a passion and art much more than a job. Those that put true love, care, and pride into what they create usually end up producing excellent pieces that customers love, even if they turn out a bit different from the original intended idea.

Giving luthiers some space to work and some creative license will tend to bring out the best in them, as it allows for personal connection to the work and subsequently a better produced piece as opposed to a dictated carbon copy that a customer demands.

[Rockingbird]

Originally Posted by Rumblefisher

It depends on the luthier.

I know I made the mistake of thinking that a custom instrument is one that is completely dictated by the player. In usual grand Talkbass form, I was obsessing over the tiniest of details, wanting the *perfect* bass for me.

What I didn't take into account was that most luthiers (or the great ones IMO) consider instrument-making a passion and art much more than a job. Those that put true love, care, and pride into what they create usually end up producing excellent pieces that customers love, even if they turn out a bit different from the original intended idea.

Giving luthiers some space to work and some creative license will tend to bring out the best in them, as it allows for personal connection to the work and subsequently a better produced piece as opposed to a dictated carbon copy that a customer demands.

+1

[D.A.R.K.]

In my experience in his world, you are on your own.
Anything else is bonus. I've had horrifying experiences in the bass gear world. And great ones, too.
Starting to have built up a nice collection of tools from stewmac, and now know a few luthiers and techs which I actually trust for the stuff I can't handle.

[Chowowbus]

Thats the point of purchasing a custom bass..to get what you want. To get what you want you need to have an open line of communication with the builder of the bass, which is where customer service comes in.
Thats said, the world is full of bad customer service..and bad customers..

[ack]

Originally Posted by JAUQO III-X

When does the customer start crossing the line and going into the diva zone?

When they start threads about it, perhaps?

[JAUQO III-X]

Originally Posted by ack

When they start threads about it, perhaps?

Do you mind being more specific?

[metalstorm]

Originally Posted by JAUQO III-X

Why do people feel that since they purchased a high end/boutique bass that costumer service automatically comes with the bass?

When does the customer start crossing the line and going into the diva zone?

I'm not quite sure I understand what you are asking. Obviously if I am buying a high end bass and something goes wrong with it (eg: a pickup stops working), I want to builder to take care of it. Can you give an example of what you would describe as diva behavior?

[RCCollins]

Costumer service? Are you touring with Lady Gaga?

[JAUQO III-X]

Originally Posted by metalstorm

I'm not quite sure I understand what you are asking. Obviously if I am buying a high end bass and something goes wrong with it (eg: a pickup stops working), I want to builder to take care of it. Can you give an example of what you would describe as diva behavior?

Basically expecting to much from the builder in reasonable terms. Especially when it was purchased used or a warranty had run out.


I know one luthier who pretty much stopped talking to customers once the order was complete and specs confirmed. Because some buyers wanted pics every(and I do mean every) step of the way, mid spec changes, then back to original specs and mid changes again, etc.

[JAUQO III-X]

Originally Posted by RCCollins

Costumer service? Are you touring with Lady Gaga?

What does that mean?

[burk48237]

Jauqo, I suspect part of it is much like buying a high end suit. If the tailor fits you and you pick it up and one leg has cuffs and one doesn't your not real happy. But if you buy one used that way at Good Will, no big deal.

Customer service is part of the package of buying a high end anything. In many cases that is the difference between a boutique item and a deluxe product from a mass market company. The products themselves can be very similar, but you expect fit, finish, set-up to be better on the "boutique" instrument and you should. In many cases that is what your paying for when you buy that instrument, more than the instrument itself.

With Sadowsky products the one thing I know I'm going to get is consistency and remarkable for wood instruments repeatability. An RV5 sounds like an RV5. I haven't seen any duds. And if there are any problems I'm sure Roger and staff will address them quickly and professionally unlike the customer service one TB'er experienced this week with a Fender CS instrument. I only know of a couple of boutique makers personally where there are some questionable issues in this area, I would not do business with either one.

[Darkstrike]

I expect good customer service with every instrument I buy, not just basses, and especially not just boutique stuff.

[TheDude007]

I understand what you're saying. There's a fine line between being specific about what you want, what you expect and being a diva about things. I think with a boutique bass with a high dollar price tag, people expect it to be up to a certain set of standards, which I get. However, there's a point where it's kind of like ok, if you're going to be this specific and this much of a nag about every tiny detail, why didn't you just build it yourself...OBVIOUSLY you know more than the guy building it. Some people just have sky high expectations with anything. Also, I think the people you are refering to are just bad customers. They approach things in the wrong way and ask for things in the wrong way with a bad attitude. They're the same people that will treat a server like crap at a restaurant.

[rayzak]

I bought both of my US Lakland's used. In doing so, I assume it's no longer under warranty. However, if something were seriously flawed with the build of the bass, i'd expect the same courtesy as if I had bought it new.... for a price, of course. I get where you're coming from though. Some people are certainly very finicky.

[metalstorm]

Yeah, I totally agree that pestering the builder for constant pics just totally slows them down. I would probably be quite irritated if a builder couldn't get to my bass because he had to keep taking pictures. In any event, there will always be unreasonable people.

[bassramos]

I have always loved MM SR5's and played them exclusively for 10 years. I had made a potential trade for a great sounding 11 year old maple and ash sr5. I used it on a record with Ramsey Lewis and I thought it sounded great except for one thing. I soon found that it had an over-shaved treble side neck that caused the G string to easily fall off the side of the fingerboard. I sent proof via several ingeniously incriminating pictures comparing 2 sr5's necks (The bad one and the good one) with a metric ruler. The same pictures on both basses with same image sizes and the metric ruler in the same position on both basses clearly showing the inconsistency of the two. MM didn't want to do doodie! NO help, just a nonchalant "it's old and out of warranty anyway maybe if you send it in, well sell you a new one for 500 bucks." I got into it with one of the guys over the phone. I told them that they should stand by their product and fix my problem and that this was obviously a manufacturer's flaw. I sent good proof. I had several diagnoses by some of the TOP repairmen in Chicago and they agreed with me. I asked MM "How can you not fix your mistake? You make such an awesome product, don't you want to follow through and fix your mistake?" To no avail... I was told to wait for a call after I sent my pictures comparing the two Stingrays. I waited so as not to be too pushy. After no call back, I called again. They said, if you send it in, well sell you a new neck for 500 bucks. I just sadly ended the call and got my old 83 US Jazz Bass back.
Later, I traded my Bongo 5 (here on TB) which I really didn't care for AT ALL for a used DJ5. Upon arrival I found that the bass had Truss rod rattle. Not to worry, 4 DAYS, A GREAT CUSTOMER SERVICE EXPERIENCE AND VERY VERRRYY LITTLE CASH LATER, I HAD A BRAND NEW NECK ON THE NICEST BASS I HAVE EVER OWNED! Service with a smile, expertise and respect too!
I dont think I am going to spend any more money on MM basses after this experience. I later heard that another local well known bass player in Chicago had bought an Inca Silver EBMMSR bass that was pretty new from GC and had a messed up neck on his too. He had an even worse experience than me... MM basses sound good, but Damn, Laklands sound incredible also! My USED Skyline DJ5 cost less than the SR5 and it sounds like a bass Godzilla. One of my band leaders has a fit if I bring any other bass than the DJ5. I have 11 other nice electric basses and he get's pissed off if I dont use the Lakland because any other bass to him sounds disappointing. Lakland's staff was so courteous and hospitable while MM's was NOT AT ALL... Man, Even though I want to many times, I'm not buying any more Musicman stuff. I am going to give my business to Lakland. I would be a fool not to. It's nice when people make a good product and don't treat you like S*@% when you have a problem with their product. When you buy a boutique bass, ( EBMM to me is a boutique bass) great customer service should be flying out of that boutique company's ass.

[bassramos]

This neck on the MMSR5 had not warped (banana neck)from neglect and poor care. Geoff Benge, Carl Pedigo and Brian from The Music Store told me the same thing. It was shaved too much at the MM factory and then finished that way. The grain on the back of the BEAUTIFUL Birds Eye maple neck was uniform and symmetrical (not warped at all). The bass had been taken good care of. When I took it to Geoff Benge I told him " Man someone messed up this neck by neglecting it." He said "There is no way this happened from neglect, it came from the factory this way." Even if the bass is 11 years old, I should have got a new neck for free simply for the reason that I had multiple proofs that the bass came from the factory this way.

[THand]

Originally Posted by JAUQO III-X

Basically expecting to much from the builder in reasonable terms. Especially when it was purchased used or a warranty had run out.

Buying used or having no warranty?

In that situation, if I had a problem, I would contact the builder and inform him of whatever the trouble is. I would EXPECT nothing but politeness and a response.

If he tells me I am on my own, that's understandable, since I either didn't buy directly from him (used), or had no problems until after the warranty(which I had to agree on) ran out.

If he directs me to someone to help or offers advice that I could do on my own, I would be very grateful and consider this a friendly gesture.

If he says to send it to him and he will fix it for the cost of shipping or no charge at all....I would sing his praises from the rooftop, wear his t-shirts & caps, send all my friends to him, never do business with anyone else, and post a thread here to tell everyone about it!