Paul Ash is about Customer Service

[CrashClint]

Sam Ash in Raleigh had a Eden amp I wanted, (I have a WT800, but I wanted something smaller with less weight to easily carry around) but I was concerned if it had enough power. I sold my SVT4 to Sam Ash to buy the Eden. Here is where there policy gets very gray.

So, they bought my amp and the sales guy doesn't ask me if I want cash or to transfer the funds for my amp toward the new Eden, he just transfers the money. So I pay the few dollars difference between what they gave me for my amp and the purchase price of the new amp.

I take the amp home for a week and a half and while the tone sounded great, it didn't have the power to do what I needed, so I take it back. The store manager comes out and says I can only get store credit. Then goes on to tell me that they can only refund how the original purchase was made. So I say that is fine, give me back my amp and the extra cash I paid and I will be on my way. He says he can not do that because Sam Ash bought my amp and because they did not put cash in my hand they can only give me store credit. So in a civil manner I argure with the store manager to the point I ask, "Who can I talk to above you?", well he writes down a number, so I ask can you call because you will be able to get through since you are a store manager, he tells me no.

So I call the number from my cell phone expecting to get stuck in a voice mail loop and get a secretary that puts me on hold. About 15 seconds later, Paul Ash, the President of Sam Ash is on the phone with me. I tell him my problem and he tells me to tell the store manager to call Paul and then goes on to say, the store manager knows how to get hold of me. Five minutes later the store manager walks up and I get a full refund.

Honestly I really hated to go above the store manager's head for a customer service issure that he should have been able to fix on the spot.

I just have to say that Paul Ash is all about customer service, he was very pleasant and because of this I will still buy things from Sam Ash. I wish more businesses took the approach of satisfying their customers instead of their board of directors like Paul Ash has done.

[buzzbass]

good for you, squeeky wheel always gets the grease. And Kudos to Sam Ash as a company for doing the right thing. What happened to your old SVT4 though ?

[MJ5150]

Dang, that is impressive. Paul Ash has to be in his late 70's or even 80's by now. I'm surprised he is that hands on this late in his life. Then again, his pop created Sam Ash, so he probably feels a devotion to it until his last breath.

So make sure you post up that phone number for the rest of us that have any Sam Ash problems.

-Mike

[RED5]

Originally Posted by MJ5150

Dang, that is impressive. Paul Ash has to be in his late 70's or even 80's by now. I'm surprised he is that hands on this late in his life. Then again, his pop created Sam Ash, so he probably feels a devotion to it until his last breath.

So make sure you post up that phone number for the rest of us that have any Sam Ash problems.

-Mike

Paul Ash, never thought I'd hear that name again. When I worked in Hempstead in the 70's? He was the warehouse manager.Older brother Jerry ran the show, looked better in a suit I guess. Both were all business, but both were hands on. Jerry never got dirty though. I wonder what the kids are up to? David, Richard and Sammy. Sammy was fun to be around back then, Richard was just nuts,(played the crap outta any guitar he did) and David seemed to be heading for the front office,quickly. Good times, what a crew we had.

[CrashClint]

Originally Posted by buzzbass

good for you, squeeky wheel always gets the grease. And Kudos to Sam Ash as a company for doing the right thing. What happened to your old SVT4 though ?

They kept the SVT4 and gave me the cash instead of making me take store credit.