Two years ago (maybe a little less), I ordered 4 sets of Jonas Hellborg signature strings (maybe I was the first person ever to place an order on these strings) through Bass Central.
As soon as the strings arrived to me, I discovered that there was a mix up in the gauge of the strings. I contacted BC and they contacted the DR company. Mr Patrick Denniston (on behalf of the DR Music) send me an email apologizing for the mix up and promised to get back to me as the production line related problem got resolved. Mr Denniston has been very professional and helpful to my inquiries regarding the Jonas Hellborg signature set and offered me a set of DR strings as an apology.
The Bootsy Collins signature set (5 string) arrived and was happily used on my Brase I.
Time passed by and three months ago, Mr Denniston informed me that "There haven't been any further developments regarding the Jonas sets. I've not received any notice that the idea has been abandoned, but it seems other projects have caused it to be put on the shelf indefinitely."
In order to rectify the situation he offered me to get different sets of equal value, plus an extra set as a gift for my patience and the trouble I had gone through.
I have never seen such a behaviour from a larger scale company; only in small(er) production lines (Dingwall, MTD, Ritter, Status to name a few that I've dealt with) had a great human and professional conduct with a customer like myself.
In another instance, I bought an expensive set of strings from another company in the UK while visiting there. When i put the strings on the bass, the E and A strings rattled from the inside (like the outer windings had separated from the inner windings and from the core). When i called the company (in another country) they asked me to ship the strings to them (ok till here) but they did not offer any further assistance as to what would happen afterwards. When i told them that their strings were not represented in my country (to that moment) they did not offer to replace the set free of charge. I did not bother to ship the strings to them, nor I am willing to try their products any longer.
Not all companies are bad at conducting business but the good ones need to get a nod of approval by us, the customers. And not all customers are spotless when they are trying to get a deal or when they behave like they own the company or the employee that serves them. Mutual respect is a must!!!!
Kudos to DR Music and Mr Denniston.
As soon as the strings arrived to me, I discovered that there was a mix up in the gauge of the strings. I contacted BC and they contacted the DR company. Mr Patrick Denniston (on behalf of the DR Music) send me an email apologizing for the mix up and promised to get back to me as the production line related problem got resolved. Mr Denniston has been very professional and helpful to my inquiries regarding the Jonas Hellborg signature set and offered me a set of DR strings as an apology.
The Bootsy Collins signature set (5 string) arrived and was happily used on my Brase I.
Time passed by and three months ago, Mr Denniston informed me that "There haven't been any further developments regarding the Jonas sets. I've not received any notice that the idea has been abandoned, but it seems other projects have caused it to be put on the shelf indefinitely."
In order to rectify the situation he offered me to get different sets of equal value, plus an extra set as a gift for my patience and the trouble I had gone through.
I have never seen such a behaviour from a larger scale company; only in small(er) production lines (Dingwall, MTD, Ritter, Status to name a few that I've dealt with) had a great human and professional conduct with a customer like myself.
In another instance, I bought an expensive set of strings from another company in the UK while visiting there. When i put the strings on the bass, the E and A strings rattled from the inside (like the outer windings had separated from the inner windings and from the core). When i called the company (in another country) they asked me to ship the strings to them (ok till here) but they did not offer any further assistance as to what would happen afterwards. When i told them that their strings were not represented in my country (to that moment) they did not offer to replace the set free of charge. I did not bother to ship the strings to them, nor I am willing to try their products any longer.
Not all companies are bad at conducting business but the good ones need to get a nod of approval by us, the customers. And not all customers are spotless when they are trying to get a deal or when they behave like they own the company or the employee that serves them. Mutual respect is a must!!!!
Kudos to DR Music and Mr Denniston.
