Excellent customer service experiences

Joe Nerve · #1 07-28-2011, 12:58 PM

Many of us like to rant (and with good reason) when we're treated like dirt. I had an opposite experience yesterday that I'd like to tell about, and thought others might want to do the same with their excellent customer service experiences.

I purchased a ZOOM b91ut a few months ago. Checked it out when I bought it. All was fine. Took it out a couple of days ago, and it didn't work. Problem with the DC input and it was impossible for me to diescern whether it was the power pack or the input on the unit. If it was the power pack, the problem was right in the plug itself. So I called zoom. Was sent to a voicemail that said they'd call me back. Was immediately infuriated as this is a new trend I'm noticing with customer service that really makes things really tough and inconvenient. You have to be there and ready to talk when they call back (whenever that might be) or you're screwed. And of course they called the next day when I was out running. Called again, and got connected to the same message... "We'll call you back.." Adrenaline pumped, but I called back once more and when the operator told me she'd connect me with customer service again, I told her that I only get a message and it was really inconvenient for me to be there when they return to call. Without hesitation she said, "I'm sorry, I'll make sure you connect with someone. Hold on"

I get instantly connected with a human, explain the situation, and he tells me to send the entire unit back. I tell him that's a pretty big pain in the butt, can we just troubleshoot with the adapter first. He says sure, but it's going to be 6-8 weeks turnaround time, and he starts giving me a return authorization number for the AC adapter. I get very annoyed, but totally keep my cool (rare, but I said my prayers in the morning) and say, "Listen. I own a ton of zoom products (which I do). I think I just need an AC adapter. Can't you just send me one? Without hesitation he says, "Sure. I can do that." Less than 24 hrs later Fed Ex rang my bell with an AC adapter. Pedal works. All is fine. Yay. I'm a ZOOM fan.

zachoff · #2 07-28-2011, 01:28 PM

Amazon.com... Ordered a G&L bass, or what was pictured to be a G&L bass. They sent me a G&L guitar. I looked at what I bought again and low & behold the description was of the guitar I bought though a L-2000 was pictured. So I sent it back and called them and told them what had happened. They couldn't issue a refund but if I sent it back for a replacement and still didn't get the bass then I could get a refund (they don't usually do refunds for guitars & basses). If I got the bass then I told them I'd keep it. I didn't get the bass, sent it back and got the refund. Nobody was rude and everybody was helpful... Just had a bad listing on their site & it was down after the second mis-shipment.

MatticusMania · #3 07-28-2011, 01:46 PM

Also via amazon.com, the the seller was actually TheMemStore... I bought some compact flash cards for our guitarists 8 track recorder. Turns out the ones I bought were not the proper type, so I called them up and told them so, and they allowed me to send them back and make an exchange. They sent the proper ones, which were slightly more expensive, and though I'd have owed about a buck and change more, they just zeroed me out and shipped the new cards.

phillipkregg · #4 07-28-2011, 01:57 PM

Hey Joe (no pun intended),

I hear a lot of good things about Zoom effects. I need a nice multi-effects unit with an expression pedal. It would be nice to have a USB connection to record directly into a laptop.

What would you recommend?

Joe Nerve · #5 07-28-2011, 02:51 PM

Quote:

Originally Posted by phillipkregg

Hey Joe (no pun intended),

I hear a lot of good things about Zoom effects. I need a nice multi-effects unit with an expression pedal. It would be nice to have a USB connection to record directly into a laptop.

What would you recommend?

I've owned lots of multi units, but this one is by far my favorite. Most tweakable, and most stage friendly as far as calling up patches. Also has the only usable synth sounds I ever heard in a multi effects, and can be used as pedalbaord to control bass or synth notes. Pretty cool if you have the patience to work that kind of stuff out.

Only downside to this is it's big, and it's heavy. I just ran out to buy a bag for it with wheels, that I can also stuff all my other odds and ends into. The B21u is a lot more portable, but lacks a lot of the features of it's big brother. I used a B21u as an interface for lots of recordings though, and I loved it. The recording on my video below was all done with a B21u.

phillipkregg · #6 07-28-2011, 02:56 PM

Awesome, thanks for the info Joe!

Hifiguy · #7 07-29-2011, 08:51 AM

A few months after I bought my Alembic (new) from GC the neck went all wonky and I flipped out. I called the Mothership and was put immediately through to Mica Wickersham Thomas. She calmed me down, explained that the neck needed a heat reset and told me to send the bass back.

I did and within two weeks it was returned (1) in a better case than the one in which I sent them the bass, (2) with the tools that GC had lost, and (3) with a fresh set of strings installed.

As Mica told me, "everyone who owns an Alembic is part of the family whether you bought it new or used."

Simply the best.