Originally Posted by Bergerman
...Just had to relay an outstanding experience with Carvin customer service. I recently bought a 2 month old Icon bass from the original owner, and found that the volume pot on the preamp circuit board was gritty and very static prone.
After speaking on the phone with their guitar tech, he offered to send me an entire new preamp for the bass...no charge. New part arrived this morning and the bass is like new again!
It is good to know that there are still companies that believe in and practice exceptional customer service. Carvin is definitely one of them! Kudos!
I had exactly the same experience with them but on a used BX500 I bought off a local guy because the main volume knob was scratchy and would randomly just quit passing signal. I asked him about warranty and he told me he got the amp used so he figured there wouldn't be any warranty on it and he just wanted the thing gone. I got it dirt cheap so I decided to take a chance on it.
I called Carvin customer service to find out what I needed to do about getting it sent in and repaired. The CS guy was super nice and helpful and told me a tech would check it out and prepare a repair estimate, then they would call and give me a total cost of repair and return shipping charges which would be paid by credit card if I wanted the job done.
He said the average amp repair was a 10~14 day turnaround so imagine my surprise when six days later I got a box from Carvin with a brand spanking new BX500 inside and an invoice which read warranty repair, no charge.
Thinking there some kind of mixup and some poor soul expecting a warranty repair was going to be getting a repair estimate, I called my CS guy to find out if he wanted me to ship the new amp back or send it directly to whoever was waiting on it. He said hold one, let me see what's up. He came back and told me no mix up, no problem, you were honest about everything making you our kind of people, the amp was still within the warranty period and we stand behind our stuff and take care of our people.
It feels good to be one of their people.