Moses graphite any customer service problems

johnnybass01 · #1 04-13-2011, 09:18 PM

I recently sent a Moses neck to get it refretted , I talked to Steve and he told me when it would be done , then when I didn't receive it as planed , I tried contacting him I left an email and avoice message.he emailed me back said it was taking longer,that's okay but when I tried to contact again a couple days later no response , before they received the neck and my payment communication was great ,now. I feel I am being avoided. Should I be worried ??

Anomalous Bass · #2 04-13-2011, 09:26 PM

They do that, a lot. Ive been warned by a number of people that they have been taking way longer on everythign then they say they will. Even though they have work to do theyll still tell potential customers what they want to hear. I know thats probably not what you want to hear but you asked.

**Jeremy Allen** · #3 04-13-2011, 09:29 PM

It took them quite a bit longer than quoted to send me a replacement neck I had ordered (not a custom job). I finally had to get pretty pissy with them, but then they got on the ball and of course it was an amazing neck. Sorry to hear that it seems to be the way they do business.

johnnybass01 · #4 04-13-2011, 09:32 PM

Yeah that is not what I wanted to hear for sure, Steve seems like a nice enough guy and like I said before I paid communication was great , the thing that bothers me is he is the one that gave me a timeline. And now is not responding,I know they just launched a new website and that takes some effort .but at this point I have no idea when to expect it and I go out of town gigging and don't want it sitting it my door for a few days. A courtesy call or email with timeline is all I am asking for .

Anomalous Bass · #5 04-13-2011, 09:39 PM

Sadly, the people that do that kind of thing almost laways seem nice until after they get your money. I can think of a lot of people off the top of my head that are like that and im currently dealing with one of them myself right now.

**garmenteros** · #6 04-14-2011, 01:55 PM

I had to wait like 6 months for my custom neck but it was well worth the wait. It was a 5 string jazz neck with an extra fret (21 instead of the standard 20), fender headstock, 35 scale, and mother of pearl block inlays. It is flawless and I highly recommend their products.

Anomalous Bass · #7 04-14-2011, 02:06 PM

They do make great stuff and that isnt the issue. 6 months really isnt a long wait for a custom neck either (unless of course youre quoted a mush shorter time). Ive wanted to buy a moses neck for a while now but i cant get past the problems others have had.

SlingBass4 · #8 04-14-2011, 02:13 PM

My experiences with Steve have been excellent! He's not always in the shop every minute of every day - he travels to outside sales shows and events, promoting of his classical instrument necks, etc. to the point that one can't reasonably expect an immediate answer to all queries. I had a problem with 1 of the 2 necks I've received directly through him (NOT through a reseller). He responded in a timely manner on the phone and in the replacement of the neck. He's good as gold in my book. Good product, price, and service. It's not a perfect world, and although it's unfortunate that a few have had less than ideal dealings...I believe the vast majority are satisfied with their experience with the man.

johnnybass01 · #9 04-14-2011, 04:06 PM

all due respect to the man , in my opinion if you set a timeframe keep it. if you can't contact the buyer and let him know what is going on , that is all i am asking for..when i emailed him and he said he was fretting it tomorrow he could have given me a new delivery date at that point. that was monday

Dirk Diggler · #10 04-15-2011, 01:39 PM

Yep similar tale here, ordered 2 in stock necks, took more time than I was expecting, communications were slow but eventual. I love the product, but I felt I was getting treated that way since it was such a small order. Pricing on them was interesting as they discount the neck one way and the headpiece was at a completely different discount percentage, an odd way to do things. Unfortunately I decided I couldn't continue that way for future builds, so back to wood for me.

Oh yeah I was told 1 week, 2 months later they showed up, and without the neck inserts installed, I guess I understand why they would leave them to me, but I was going for stock steiny necks.

Then again he's pretty much the only game in town in the US.
Dirk

WardEarth · #11 04-16-2011, 01:21 PM

Its just the way it goes with a small custom company. Things come up and work gets delayed. He should get back to you, just call or send him a message once or twice a week. They do great work and that can take some time.

**barebones** · #12 04-16-2011, 01:35 PM

My experience here:

Moses Graphite, Inc.

In fact, my first post here over six years ago...

I was pretty freaked out about the possibility of getting ripped off on one of my first internet transactions, so I looked to TB for advice and assistance. I believe this post helped resolve my issues, as some helpful TB'ers called Moses on my behalf, and I forwarded the link to the post to Steve himself.

Long and short: Great service until your card is run. Great product if you get what you actually ordered. Others have had better experiences than I.

johnnybass01 · #13 04-18-2011, 06:30 PM

Well I sent him an email saying I was upset then got one a day later saying he was shipping by Saturday with a tracking number for USPS but still no record with USPS so who knows .I was going to build a second bass with a Mose neck , ended up finding a peavey g bass on the craigslist and snagged it, nice neck for sure...

johnnybass01 · #14 04-19-2011, 10:53 AM

well yet another day goes by with no neck , how does this guy do buisness i wish i could go ahead and cancel the credit card payment, but as it is a refret i would be the one loosing out, and my experience has been the same as some of you . it seems that once he gets paid everything changes,i have called and left messages and he just won't man up and pick up the phone. I had a friend of mine call to inquire about a new neck and he had a call back within a half an hour, yet my calls have went unanswered. he set the timeline in the first place, i wish i would have just sent the neck to a local luthier. i really don't understand how he stays in the trade..i hope whenever the neck gets here it is the right one , after reading that other thread i am really worried. although eugene isn't that far away from me , i wonder what he would say if i showed up at his door..

johnnybass01 · #15 04-19-2011, 02:28 PM

well i had a friend of mine call this morning to inquire about a neck , and Steve called him back within 15 minutes, but none of my calls have been returned. it is really sad to see a maker of such a nice product refuse to be better at customer service. All i want is a timeline and at this point if he hasn't done anything with the neck i would rather just have him ship it back. and i will take my chances elsewhere. After reading barebones post i really don't have that warm fuzzy feeling anymore , more like a feeling of disgust ..

HaMMerHeD · #16 04-19-2011, 03:18 PM

Hm. I was thinking to buying one of his cello fingerboards for an electric cello build, but now I think I won't.

**barebones** · #17 04-21-2011, 10:58 AM

If only guys like Steve realized how forgiving most folks are if they're simply given the courtesy of a return phone call. Missing a deadline on a job is often no big deal. Ignoring already paid customers is.

Anomalous Bass · #18 04-21-2011, 11:02 AM

That seems to be a lot of companies downfall when it comes to missing deadlines. Instead of keeping in contact and being honest most of them either cut contact and/or make up blatent lies. Im amazed that they dont realize how much more backlash there will be for handling business that way. Im sure this thread alone has lost them business.

johnnybass01 · #19 04-21-2011, 12:09 PM

Well low and behold I got my neck back, ( but now it has fret markers on the fingerboard!!!!)When I first bought the neck this is something that I specified (NO FRET MARKERS ON THE FINGERBOARD)I mean what the hell I don't even want to use it at this point , i am so upset right now i can't even see straight , just stupid white dots on the fingerboard , makes my bass look like a kids toy.....

Anomalous Bass · #20 04-21-2011, 12:28 PM

You have got to be kidding! Why the hell are they modifying your neck when you only asked for a refret? Are you sure its even the same neck?