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An annoying customer service experience

8

82Daion

Nov 14, 2006
1,407
21
43085
#1
So, I recently traded for a Ken Smith BT5 Elite that needed some pots replaced, since one of the preamp circuit boards had been bent in such a way that it snapped the backs off the bass and treble pots.

I emailed Ken about the problem, and received this in return:

Ken Smith said:
Just two Pots is below our purchase minimum for packing and shipping. Add some Smith TCRM Strings that the bass needs anyway to make up the difference.

Thank you,

Ken Smith
President/Owner
Ken Smith Basses, Ltd.
Click to expand...

:spit:

Sterling service, indeed. I wish that the quality of service backed up the quality of the bass...
 
#9
when i had my old schecter i emailed them about a bad pot, never got a reply. then 2 weeks later 2 new pots show up from ups. id say that they can do it but do they want to? probably not. besides i got my pots for free.....no minimum order.
 
#11
bassteban said:
Does the term 'customer service' apply to you here?
Click to expand...

I'm trying to buy parts from the company that made my bass. Would it make sense to contact Music Man customer service for Ken Smith parts because I actually spent money on a new Music Man? I'd say that my willingness to spend money on something they offer qualifies me as a customer.

Since I didn't give them $5000 of my money initially, does that mean I should be given the heel when I need their parts to fix their product? Would it be better for me to bugger the circuit with non-stock parts and then get ridiculed by Ken when I needed to fix that?

In comparison, Alembic sent me new truss rod nuts for a bass they made in 1975 for free. They didn't see a cent of my money on the front end, but they still supported their product 33 years after the fact. They were courteous and professional throughout the exchange.

I'm not expecting a handout. I just don't see why it's unreasonable to offer to buy parts from the manufacturer of a bass and then get snubbed because I'm not spending enough. I'd gladly spend $20 if it meant I could get the parts I needed without the side of attitude.
 
#12
I can see both sides of this but I do lean toward your side on this. I would call customer service and speak to someone about how you are being treated. Not sure if it would do any good but I don't think it could hurt.
 
#13
To me it doesnt matter that you're in business, throwing a customer of your product a bone every now and then IS standard practice, and to me is expected. What better way to retain loyal customers and gain new ones than with a little polite courtesy and occassional freebe?
 
#17
I needed a volume pot for my thumb and Warwick sent me 2, along with a truss rod cover absolutely free...even after I told them it was used and I'd pay for them. In today's internet savy consumer market, it seems that a manufacturer would know better than to do this..especially telling you what your bass "needs." Minimum orders are understandable, but I would expect a boutique manufacturer to take a better tact.
 
#18
Hmmm...

I can see Ken Smith's point...however, that cold sorta response doesn't make a customer feel very good.


It should be more personal...for example...

Dear "Name Here",

We apologise for your issue with your bass. Unfortunately, as the cost of two pots is below our minimum order, may we suggest that you increase your purchase value?

For example, you could purchase a set of our TCRM strings.

Again, we apologize for the inconvenience.

Now this says the same thing, but it's not nearly as offensive.
 
#19
The Perfect Bass just sent me some knob caps in order to make a positive good customer service effort even though I hadn't sent them one dime. I don't know about other companies "in this economy", but I have had similarly great customer service from other companies in the past. Vesta Fire once sent me a set of five replacement switches for free, from Japan, when I had only asked them where I could buy one.

Granted those instances are "above and beyond", but good customer service should at least extend to offering to sell and mail a couple of pots.

OTOH was it an "awful" experience really? I have had bad customer service experiences that left me screaming, crying, murderous, bitter, and out a lot of money. Those were awful. This pots deal seems more of a brow-furrowing annoyance. :)
 

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