Has Carvin changed?

Pep · #1 01-31-2012, 04:25 PM

I didn't know where to post this so if it needs to be moved elsewhere that's ok.

What's happened to Carvin's Customer Service?

I've ordered for over 30 years from them and never had an issue. If they made an error they corrected it. After all anyone can sell you something, but it's how they handle your problems that earns future business.

I ordered a SP15-4 woofer on Friday from Carvin. I need it by Thursday 2-2 and delivery from Carvin to me is 4-5 days per UPS, so I allowed 5 days.

The guy who took my order said it would ship out that same day so I'm good to go. I asked them to email a tracking number and he said no problem.

Saturday I called them because I received no tracking number and luckily got the same guy. Their server crashed shortly after I place my order and they lost it, so I place it again. I repeat that I need it by Thursday and he says he'd get it done.

I received my tracking number today and check it. It's being delivered Friday and I won't be here to receive it. That's why I needed it Thursday.

I called back and spoke with him. He said there is no way they can change it after UPS has it. So I ask what can be done and he transfers me to someone else.

What I need them to do is make it right by sending another one out today UPS second day so it's here by Thursday and absorb the addtional shipping cost, and I'll have a coworker refuse the Friday shipment.

They said no, that there was no guarantee it would get there in time even it shipped on Friday, although UPS said it may have shown up on Wednesday. They offered to split the addtional shipping cost with me which would have been an addtional $30 out of my pocket.

Am I wrong to expect them to correct their problem at no additional cost to me?

I'm sure glad I found out about this now. I was preparing to drop nearly $4000 on pro sound equipment with them in the next two weeks.

What has happened to Carvin? Have they become just another "run-of-the-mill" company? With the economy being what it is and marketshare being so tough to maintain, can they afford to lose customers?

lucas vigor · #2 01-31-2012, 04:40 PM

Every once and a while, a company deals with a client/customer so demanding and impatient that nothing they do will please them, short of giving them the product for free.

DasClyde · #3 01-31-2012, 04:42 PM

I DEMAND MORE FREE PRODUCT.

KGarrett · #4 01-31-2012, 04:52 PM

You had to expect that the gears on your Saturday order fix weren't going to be moving until Monday, right? You shoulda worked out the shipping details on Saturday, told them you 'need' it by Thursday and didn't want to pay out the ass for it because it was their server that crashed.

I'm not savvy enough about shipping to expect that UPS would be moving a parcel around starting on a Saturday, I would expect Monday, and the Monday-Friday, 4-5 day thing seems like it's on target mathematically. If you "needed" it Thursday I would have thought that the rigamorales of shipping would have crossed your mind Saturday.

If the $30

is really too much for you to spend on shipping for an item you apparently 'need' by Thursday, imagine how Carvin feels spending $60 extra on shipping for an order where a customer requested standard shipping.

icecycle66 · #5 01-31-2012, 04:53 PM

Why did you wait until 5 days before you had to have it to order it?

lfmn16 · #6 01-31-2012, 05:01 PM

Quote:

Originally Posted by Pep

They offered to split the addtional shipping cost with me which would have been an addtional $30 out of my pocket.

Am I wrong to expect them to correct their problem at no additional cost to me?

I'm sure glad I found out about this now. I was preparing to drop nearly $4000 on pro sound equipment with them in the next two weeks.

Let's get this straight, you aren't going to spend $4,000 because you have to spend $30?

Many companies wouldn't even offer to split the shipping. My advice - gird your loins, accept the fact that everything isn't always perfect, place your order as intended.

**younggun** · #7 01-31-2012, 05:16 PM

If I'm reading what the OP posted correctly, the problem with this is though, that the representative for Carvin WAS specifically asked about when the item would be shipped and confirmed when that was. That didn't happen as stated, so in my mind Carvin should be doing everything they can to make that right...especially if the OP is a regular customer with a long history of purchasing from them. My question to the OP would be, how far up the food chain did you go, and did you explain your history as a customer and willingness to continue to spend money with them? Customer service reps aren't always authorized to do everything that is available to a manager. Personally I think Carvin should eat the extra $30, but if they don't then the call to continue doing business with them will depend on how much you still like their products vs. your disappointment with the service this one time. Even if you don't reach a satisfactory conclusion with this situation, I'd still send them a letter or e-mail and explain your issue...you might score some free goodies for future purchases they make it worth your while. I've had a similar experience with other companies. Oftentimes they'll realize their mistake and work to keep you as a customer.

Pep · #8 01-31-2012, 06:19 PM

(1) lucas vigor: I was in no way demanding anything. I simply requested they just make it right which they chose not to do. Had the sales person told me on Saturday that it wasn't going to get here by Thursday when I specifically requested it, then I would have had the option of paying a little extra to get it here on time or ordering elsewhere. Hence there would have been no issue.

(2) KGarrett: On Saturday I reminded the saleperson that I needed it by Thursday and he said he'd see it was here by then. Standard shipping isn't guaranteed to get there on time, but it needs to go out on time to have a chance. Besides, if it had gone out on time and didn't get here on time that would be a UPS issue and no fault of Carvin.

(3) icecycle66: Had a cabinet go down on Thursday night so I ordered it on Friday.

(4) ifmn16: Quite the contrary on the $4000. The group is going to replace the majority of the sound equipment in the next two weeks because it's getting old and starting to fail (subs, mains and have outgrown the board) and that's going to be around $4000. It's either that or continue replacing/repairing components. And it's not the $30 because I'll end up spending that and probably more ordering another one this late in the game. It's because the salesrep said he'd see that it got here by Thursday and dropped the ball.

(5) younggun: It appears you're the only one who read the entire post because most everything that was asked is addressed there. In regards to your questions, I went as far as they allowed me to go and that was apparently one person before the decision maker. I also sent a detailed message to customer service through their website. I'm not looking for any free goodies on the next order. My only concern is with this one. A couple of replies hinted that I was complaining about the $30 and it was a small amount of money to jeopardize the order. On the other hand, $30 is a miniscule amount to Carvin to correct their mistake and keep a customer.

I want to do business with a company who manufactures their products here and employs Americans in the process, that's one of the reasons why I chose Carvin. I want American companies to flourish and thrive because they're becoming fewer by the minute. If they're a little more expensive it makes no difference, but good customer service does, and asking a customer to pay addtional fees to get something that was botched on their end doesn't go far to retaining marketshare.
I truly hope this is one bad experience in thousands of transactions, and that Carvin continues to prosper. But if this is a trend or pattern, customers will go elsewhere regardless of where the products are made.
Hopefully that's not the case.

gumbynotpokey · #9 01-31-2012, 07:33 PM

Carvin's always done me right. Send a letter to their President. With a small company that's family-owned and operated like them I think they deserve to know. "Changed"? Nope.

mmbongo · #10 01-31-2012, 08:35 PM

Quote:

Originally Posted by Pep

Carvin to correct their mistake and keep a customer.

I want to do business with a company who manufactures their products here and employs Americans in the process, that's one of the reasons why I chose Carvin.

Carvin does not make their speakers. They are made in china. They used to be made in the USA by Eminence but they quit using them and started buying chinese speakers.

Pep · #11 01-31-2012, 11:13 PM

Quote:

Originally Posted by mmbongo

Carvin does not make their speakers. They are made in china. They used to be made in the USA by Eminence but they quit using them and started buying chinese speakers.

I had assumed that the Carvin speakers were still Eminence. How did you find this out?

fourstringdrums · #12 01-31-2012, 11:39 PM

I could see them offering you a discount for the inconvenience, but there isn't anything they can do to guarantee that you'd get it when you need it. The most they can say is that they'll try.

I ordered a drumset years ago, and this was two whole weeks before I was going on my honeymoon. It was in stock, it would take 4 days to get here and I'd have it before I went away. What happens? DHL loses it.

My point? Even if they did ship it on time there is no guarantee you'd get it by the time you need it. You can try and work with them more to get a discount but I think they've shown good customer service already. What did you expect them to do? Shipping out an additional item when a perfectly good one is in transit only sets them up for a possible PIA if something happens to it. Yes it's insured but they don't need that hassle.

Pep · #13 02-01-2012, 06:25 AM

Quote:

Originally Posted by fourstringdrums

I could see them offering you a discount for the inconvenience, but there isn't anything they can do to guarantee that you'd get it when you need it. The most they can say is that they'll try.

I ordered a drumset years ago, and this was two whole weeks before I was going on my honeymoon. It was in stock, it would take 4 days to get here and I'd have it before I went away. What happens? DHL loses it.

My point? Even if they did ship it on time there is no guarantee you'd get it by the time you need it. You can try and work with them more to get a discount but I think they've shown good customer service already. What did you expect them to do? Shipping out an additional item when a perfectly good one is in transit only sets them up for a possible PIA if something happens to it. Yes it's insured but they don't need that hassle.

First of all, great web name! Anyway, I agree with you that there was no guarantee as to when UPS would get it to me, but in order for them to even have the chance Carvin would have to ship it on time, which they didn't even though they assured me they would.

It's old news now anyway. I ordered an Eminence sub last night and it will be here tomorrow. Yes I had to spend a bit more, but if there's any truth to the comment about Carvin speakers being made in China, I'm glad I had to make the other purchase.

SteveHeissner · #14 02-01-2012, 06:32 AM

I've owned two Carvin basses and found Carvin to be like most companies. They're extremely responsive about sales, but so-so about service. Everyone wants to make a quick buck. But if you call back with an issue, well generally the attitude is "don't bother me, chump..."

lfmn16 · #15 02-01-2012, 06:53 AM

Quote:

Originally Posted by Pep

(4) ifmn16: Quite the contrary on the $4000. The group is going to replace the majority of the sound equipment in the next two weeks because it's getting old and starting to fail (subs, mains and have outgrown the board) and that's going to be around $4000. It's either that or continue replacing/repairing components. And it's not the $30 because I'll end up spending that and probably more ordering another one this late in the game. It's because the salesrep said he'd see that it got here by Thursday and dropped the ball.

I understand what you are saying. What I'm saying is that you are cutting off your nose to spite your face. I agree with sending a letter (not an email) to upper management, but if you've had good luck with Carving equipment, it seems silly to cancel your big order because they made a mistake and wouldn't fix it exactly the way you want them to. Are you 100% sure that the company you are going to order from will be perfect?

It's your money, but s#!t happens, accept it and move on. It's not like they told you to screw yourself; they split the difference in shipping (although I agree they should have paid the whole thing).

brotherbassj · #16 02-01-2012, 06:59 AM

My 2 cents............call and ask for Keith.......he has never done myself or anyone I know wrong. He has always been responsive and very helpful. He is the guy we deal with at Carvin! He has never let us down......

Emmaporkchop · #17 02-01-2012, 07:29 AM

Usually if I know I need something within a week's time I just have it shipped using next day or 2 day priority. It costs more but it seems like shipping companies take better care of the items. That way I can deal with any unforseen problem before they get worse.

gjbassist · #18 02-01-2012, 07:40 AM

Quote:

Originally Posted by Emmaporkchop

Usually if I know I need something within a week's time I just have it shipped using next day or 2 day priority. It costs more but it seems like shipping companies take better care of the items. That way I can deal with any unforseen problem before they get worse.

This was my first thought as well. I would have insisted that Carvin ship it FedEx 2 Day to make sure it got there on time.

mmbongo · #19 02-01-2012, 08:34 AM

Quote:

Originally Posted by Pep

I had assumed that the Carvin speakers were still Eminence. How did you find this out?

I asked them a year or two ago when they had a speaker sale, I wanted to make sure they were Eminence and the rep said their speakers are no longer made in the USA.

Plus, you can look at them and tell the're not Eminence.

Pep · #20 02-01-2012, 02:56 PM

I received a call from Carvin management this afternoon, apologizing for the way they treated me.
The manager that declined to help only got part of the story and based his decision on that alone. When he saw the email I sent explaining everything, he instructed someone to call me and let me know they will be shipping out the woofer today, next day air and to just refuse the other one that's due on Friday.
That took a lot of guts to step to up to the plate and make things right and it says a lot about the company. Even though I have an Eminence sub coming in I will keep the one coming from Carvin as a back-up.

They are a class act and I would recommend them to anyone based on this alone.