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An annoying customer service experience

#81
T-MOST said:
I bought a KS because it's incredible! I really don't care that ken doesn't send me "free stuff". As long as he stands behind his basses on the "real" issues (which he does without question) thats all that matters to me. Don't buy a Benz if you can't afford the up keep. But to each his own.
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This post doesn't make any sense in relation to the original post. He didn't want anything free. Nor was he complaining about the cost of the parts.
 
#82
T-MOST said:
I bought a KS because it's incredible! I really don't care that ken doesn't send me "free stuff". As long as he stands behind his basses on the "real" issues (which he does without question) thats all that matters to me. Don't buy a Benz if you can't afford the up keep. But to each his own.
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Did you read the original post? :eyebrow: The OP wanted to BUY the pots from Ken. Ken refused to sell them to him.

Don't use metaphors about being able to afford a piece of equipment when that was never the question. ;)

edit: jmac beat me to it.
 
#83
Hey T-Most... I don't think the OP wanted anything for free. He even stated that. The free idea came when others discussed other businesses and their practices.

Considering other major builders are willing to go the extra mile I think its important to bring up when somebody does not.

Does it make him a bad guy because he has certain philosophies that make him successful....no,...but he's not doing any favors for those of us considering using him in the future.

He may not give a flip and that's fine...for some of us its really important...

As said...to each his own...
 
#86
PilbaraBass said:
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.
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+1

No matter what the situation is, there's always a polite way to say it, and then there's an impolite, sometimes offensive way of saying it. What Ken Smith threw out in the e-mail there I would have been a little offended at as well.
 
#87
I'll chime in with my support for those who are dissapointed in Ken Smith's response. He behavior was very poor and not customer focused; it implies a high level of arrogance. He should not care where the bass was purchased. As a small player he should provide full customer support to all basses manufactured in his shop as this will help him develop a stronger customer relationship, a better reputation for his products, a better reputation for his service and repeat customers. I have gotten much better customer service from big box bass manufacturers and my local tech.
 
#91
T-MOST said:
I bought a KS because it's incredible! I really don't care that ken doesn't send me "free stuff". As long as he stands behind his basses on the "real" issues (which he does without question) thats all that matters to me. Don't buy a Benz if you can't afford the up keep. But to each his own.
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I don't think free stuff is the issue - remember, the OP offered to BUY the pots. I think, even with a civil tone, the OP might've even bought the strings, or fulfilled a minimum order. The issue is that Ken was condescending abbout it.

EDIT: Looks like I replied too quickly, before reading the other responses addressing this....
 
#92
embellisher said:
You can add Carey from Nordstrand Guitars to the list.

I bought a used Nordstrand SC5 from Hman a couple of years back. I have never given a dime to Carey.

He has answered questions about the bass, and provided parts at no charge, shipped on his dime.

If I ever get the funds, I will be buying a Nordy vJ5, partly because Carey builds fantastic instruments, but more because he provides world class support for the products he sells, whether you bought it from him, or not.
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Huge +1. That's why I bought my vJ5 from him. Fantastic bass with fantastic customer service!
 
#93
imo, i see nothing wrong with ken's initial response, and i find the OP's complaint a little ridiculous, to be honest.

i mean, it's ken's prerogative to set whatever limits he wants. customer service does not mean giving out freebies, it means interracting with customers with dignity and addressing their issues honestly and with respect. i don't see where that did not happen here.
 
#94
I can't fault the man for his response, or his desire to have a customer meet minimum shipping requirements--small business has to watch every penny, paperwork on outgoing and incoming sales and materials is a pain, and the man probably has tons of email to answer and gets sick of trying to be polite while he's got other work to do. I sympathize.

I've used, and will probably continue to use, Ken Smith stings from time to time. Having said that, I've heard one too many tales of wierdness about Ken Smith for me to want to drop $X,XXX on one of his basses. I've already got one instrument that it's hard or impossible to find parts for. I'm leary of ordering another, no matter how well Ken Smith builds them.

If 4 figures wasn't a lot of money for me, I'd consider it, but at this point in my life I simply don't wish to spend that much on a bass and hope that I catch Mr. Smith on a good day to get support from the manufacturer.
 
#95
Just to add my .02 on best customer service-
Music Man- about 1 year after I bought my SR5 the finish started to come off around the neck pocket. They had me send it back (I paid shipping there) and they fixed it. About 2 years later same thing started to happen. This time the color had been discontinued so they had to special make another body. Excellent service all around, very helpful.
Spector- very responsive and friendly.
 
#96
john turner said:
imo, i see nothing wrong with ken's initial response, and i find the OP's complaint a little ridiculous, to be honest.

i mean, it's ken's prerogative to set whatever limits he wants. customer service does not mean giving out freebies, it means interracting with customers with dignity and addressing their issues honestly and with respect. i don't see where that did not happen here.
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John, I wasn't looking for freebies or anything like that. I was looking to buy parts from Ken to get my bass working again and got snubbed because I wasn't spending enough, whereas most manufacturers might just drop the parts in the mail with a tip of the hat. I'm willing to pay for the pots and whatever extra shipping that this might incur, but I don't want to spend money on stuff I have no need for to get what I do need. It borders on extortion, IMO.

I don't really like the Smith strings, and I don't see why I should be forced to buy a pack of them that I have no use for, wasting $32, when I could just get the pots.

But no, I'm just whining and don't have a leg to stand on. :rollno:
 
#97
I emailed John Knutson one time for some pots for the Messenger bass I used to have..

His first response was, "What's your address?" I didn't know what to think, but I gave him my addy anyway.. His next response was, "I sent you the pots, if you can, send me a check for (I don't remember the total, but it was stooopid cheap!)."

I thanked him and told him how wonderful his service was.

THAT'S SERVICE.
 
#98
Mark Latimour said:
You are defintely all glass half empty people. THis can easily be viewed as excellent customer service. Ken was offering him a free set of strings for the (minimum shipping) cost of two pots that he would have had to pay if he bought the two pots from Ken. :eyebrow:
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Then again, Ken Smith could have easily said something like, "These parts are available but the cost of shipping and handling is going to put the final price at about $40. Tell you what, I'll throw in a free set of strings to make it worth your while."

Customer service is all about perceived value. The original poster probably wouldn't have batted an eye on a reply like the above and yet the end result is the same.
 
#99
Bassin' said:
Then again, Ken Smith could have easily said something like, "These parts are available but the cost of shipping and handling is going to put the final price at about $40. Tell you what, I'll throw in a free set of strings to make it worth your while."

Customer service is all about perceived value. The original poster probably wouldn't have batted an eye on a reply like the above and yet the end result is the same.
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That's why at our company, the sales team talks to the customers and the techies do not talk to the customers. Folks like me (techies with interpersonal communication skills) translate between the two camps. :D

-Mark
 

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