How would you react in this situation? (LONG!)

blubass · #1 08-19-2008, 02:50 AM

Hi, I recently contacted the amp company i'm under endorsement with, to get some prices and tech info. When i finally got a hold of him, and asked a few questions, he immediately seemed disinterested, and irritated with my questions, of which I only asked 3, one regarding midrange frequency of a cab, two regarding distortion in the pre amp section, and 3 regarding price. He said " The only way you are going to know is if you come in and try the gear." Which i had explained i had already tried out some of the gear, and i just wanted the tech info to go along with it. Then I asked for some price info and he said, " Maybe you should call back next week for that information, my sales manager is off work." He had a smug attitude, but i was happy to oblige, and didn't want to cause conflict. I had told my drummer that he didn't seem to interested in helping me, and that maybe he should call him next week, as he is the one who secured the endorsment/s and is much better with interaction and conversation than I am. My drummer called back and said that the guy was also rude to him, and the rep also began questioning him as to where I tried out the gear, and who the gear belonged to. The two cabs and head I have from them I have paid for, and i was willing to pay for the new gear as well. It wasn't as if i was asking for free gear or anything. How would you guys react to this situation?

mambo4 · #2 08-19-2008, 10:29 AM

I would try to get hold of the actual individual at said company through which the endorsement was arranged, and explain his company's customer service flaws to him. Arrange a specific point of contact at the company so you don't have to deal with some random phone monkey.

If you try that and you still feel like they are giving you the runaround, you might question weather a company with so little invested in customer service deserves your endorsement. Time to endorse the competition?

jgroh · #3 08-19-2008, 10:33 AM

Yes, who exactly did you speak to? The owner? The sales rep? Sounds very odd that they would be rude to an artist that is endorsing their gear.

lonote · #4 08-19-2008, 11:16 AM

Step one would be to cancel your endorsement, if you can. There is certainly no reason to endorse (i.e. recommend) a company that is rude to you...an endorser!

CapnSev · #5 08-19-2008, 12:38 PM

Quote:

Originally Posted by lonote

Step one would be to cancel your endorsement, if you can. There is certainly no reason to endorse (i.e. recommend) a company that is rude to you...an endorser!

+1

How do you properly endorse something when it has serious issues?

Rathead123 · #6 08-19-2008, 12:45 PM

Lets see, you bought gear from a company and want to buy more to "endorse" them? Also they are an amp company brought to you by a drummer. The guy you talked to on the phone will be confused also.

VroomVroom · #7 08-19-2008, 12:58 PM

I'm confused as to the value of the endorsement if you've paid for the gear you're already using? IME artist reps can be jaded - sometimes because they're forced to deal with endorsees who may be abusing the system, and sometimes (particularly at larger companies) they're not the most well-informed folks.

Good luck with this - sounds like you're being a gentleman about it, and if they don't reciprocate hopefully there will be other opportunities.

BillyRay · #8 08-19-2008, 12:59 PM

Quote:

Lets see, you bought gear from a company and want to buy more to "endorse" them? Also they are an amp company brought to you by a drummer. The guy you talked to on the phone will be confused also.

Nothing to be confused by this situation

Artist is on the company roster, probably gets some freebies, but STILL PAYS FOR HIS GEAR and endorses said company in promotional material.

A lot of artists still pay for their gear altough they are part of the company's stable. Only the biggest names get everything free.

mccartneyman · #9 08-19-2008, 01:02 PM

From your profile, I assume you use Gallien-Kruger. Sounds like you got someone who was not interested in doing his job. If I were you, I'd switch to Genz-Benz if possible. I've received personal help from the company founder on more than one occasion. Plus, I think you'd like their amps better! Whether you pay or not, people who answer the phone should make it their business to either get the information you want or put you in contact with someone who knows it.

blubass · #10 08-19-2008, 01:17 PM

One thing about endorsers, most, even the one's that get signature models, still pay something for gear. They are happy to pay for the gear because they want to see the company prosper and do well. As for my situation, i'm glad to see some of you saying drop them, that of course was my first thought. The reason I haven't said the company name is because It is amazing gear, and everyone else at the company is really nice. The problem is you have to do things in order, i can't talk to a receptionist, or tech about buying gear, it's not their job. I have to talk to the artist rep. It has really been nagging at me lately. Nobody likes getting treated like crap, and I have a feeling David Eden will be getting a call soon.

Ewo · #11 08-19-2008, 01:23 PM

Quote:

Originally Posted by lonote

Step one would be to cancel your endorsement, if you can. There is certainly no reason to endorse (i.e. recommend) a company that is rude to you...an endorser!

Especially when you paid for equipment.

Sheesh--what's the point of an endorsement, anyway?

JmJ · #12 08-19-2008, 01:32 PM

There is no excuse for poor customer service, put your complaints in writing & send them to the head of the company. A handwritten letter carries more wight than an e-mail, phone call or typed/printed letter.

blubass · #13 08-19-2008, 01:49 PM

There seems to be some questions about endorsements, and why people endorse stuff if they still pay for it. If Ampeg were to give all of it's endorsers free gear, they would no longer be in business. The cost of the raw materials is huge when put into context of how many endorsers are on their roster. Most endorsers pay SOMETHING for gear because they enjoy the product and want to see the company do well. It's like a good waiter. When you go out to eat and never have to ask for a refill, and get very pleasant service, it inclines you to tip well, because you would like to get that waiter with the same service next time you come through. Good waiters are few and far between, as are good amp companies that will endorse you. It's my pleasure to pay cost for gear.

Madcity Fats · #14 08-19-2008, 01:59 PM

Quote:

Originally Posted by JmJ

There is no excuse for poor customer service, put your complaints in writing & send them to the head of the company. A handwritten letter carries more wight than an e-mail, phone call or typed/printed letter.

+1

Unless whoever is running the show is a complete moron, they ought to know that just as a content endorser can drum up business for the company, so too can a disgruntled artist spread the word that the customer service headaches aren't worth the price of admission.

JKT · #15 08-19-2008, 02:03 PM

Quote:

Originally Posted by blubass

There seems to be some questions about endorsements, and why people endorse stuff if they still pay for it. If Ampeg were to give all of it's endorsers free gear, they would no longer be in business. The cost of the raw materials is huge when put into context of how many endorsers are on their roster. Most endorsers pay SOMETHING for gear because they enjoy the product and want to see the company do well. It's like a good waiter. When you go out to eat and never have to ask for a refill, and get very pleasant service, it inclines you to tip well, because you would like to get that waiter with the same service next time you come through. Good waiters are few and far between, as are good amp companies that will endorse you. It's my pleasure to pay cost for gear.

This is true and very accurate IME. I Paid MUCH LESS for the equipment I endorse, I believe in the gear and the folks who make it, and I'm excited to be part of that process.
I have received excellent support and several offers of assistance of different kinds as a result of the relationship.
I look at it as any other mutual relationship. It can grow.

JKT

Rathead123 · #16 08-19-2008, 02:05 PM

If you want to change gear , do it. But not because some phone dweeb dont know who you are? Thats not poor customer service, faulty equiptment, or issues that warrant dropping a company. Ive read the O.P. over and over and I see, unimformed person unable to answer questions. sounds like he gave standard reply.

"nothing to be confused by this situation".. I dont care what anyone says, they were confused.

willgroove2 · #17 08-19-2008, 02:32 PM

Quote:

Originally Posted by blubass

One thing about endorsers, most, even the one's that get signature models, still pay something for gear. They are happy to pay for the gear because they want to see the company prosper and do well. As for my situation, i'm glad to see some of you saying drop them, that of course was my first thought. The reason I haven't said the company name is because It is amazing gear, and everyone else at the company is really nice. The problem is you have to do things in order, i can't talk to a receptionist, or tech about buying gear, it's not their job. I have to talk to the artist rep. It has really been nagging at me lately. Nobody likes getting treated like crap, and I have a feeling David Eden will be getting a call soon.

David norsdshow(sp) is no longer with edens,is this a new artist rep your dealing with?

Joel S. · #18 08-19-2008, 02:36 PM

I have never encountered a company that would not allow you to escalate a call to a managing member of the department. If the artist rep was being a jerk, demand to speak to a manager. If he refuses, skip around him and call general customer service, and just keep raising hell till you get someone who can get you the info you want.

blubass · #19 08-19-2008, 03:55 PM

Joel S. I can escalate my problem with an above manager, but I don't see the point as they may correct the problem, but they still aren't the artist rep so i would still have to deal with the artist rep for my usual needs. Also, Rathead123, i know you are desperately trying to stick with the idea that he was confused, but he wasn't confused. He knew who he was talking with the first time, and he knew who he was talking with the second time. Being confused means you don't know what is going on. He knew what was going on, i asked for some info about the cab and head i was interested in, and he couldn't answer me without being a jerk. I also asked for prices and he couldn't answer me without being a jerk. Then my drummer called, and he couldn't answer him without being a jerk, and then preceded to imply that we were lying about trying out the gear. If he was confused about how to reply to someone's question, IE.... be an ass or be nice, then yeah, he was confused all right.

Rathead123 · #20 08-19-2008, 11:32 PM

I got ya' . since youve explained further.. Not hearing the conversation caused me to guess wrong ..Sounds like he was being a jerk.. time to move on..