An annoying customer service experience

[T-MOST]

As they say "everything isn't for everybody". It's your money so spend it where you feel you are appreciated.

 

[Eric Perry]

I've contacted Bill Conklin on several used Conklins I was buying years ago, and he was always awesome to deal with on various levels. It's the main reason I'm such a Conklin fan now... And one of the reasons I wouldn't pee on a Smith to put out a fire.

 

[bassmonkeee]

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.

Sure, it's Ken's prerogative to set whatever limit he wants. Just as it's anyone else's to ridicule the suggestion to buy a $30 set of strings when all they want is two pots.

No one asked Ken Smith for anything free. They are simply asking to be sold the parts needed to get the bass in working order. A set of Ken Smith strings is not needed to get the bass in working order.

Again--to suggest adding a $30 item to the order to get $10 worth of parts is ludicrous.

 

[Marlat]

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.

Exactly, maybe that's what Ken Smith was trying to convey to the OP in his "abrassive" way. I agree with John Turner, what Ken Smith did was not really a situation of bad customer service so much as it was the customer not being happy with the reality of the situation (ie Smith doesn't ship for less than $xxx). Ken offered a solution rather than just charge him $xxx for two pots.

 

[bassmonkeee]

Your logic is a bit off ... this customer DID own a bird (bass) which will need the seed (strings) eventually.

The bass will not eventually need Ken Smith strings unless the OP has the intention of using Ken Smith strings. Otherwise, it's $30 of extra packing materials.

 

[Marlat]

Again--to suggest adding a $30 item to the order to get $10 worth of parts is ludicrous.

I disagree. If Ken has decided that you cannot get $10 worth of parts from him shipped, then you have two choices. Spend $40 or spend $0. Ludicrious is pretending that an option exists when it is not offered. Its like asking Ken to ship you a glass of milk with your bass. If he doesn't do it, he doesn't do it, so why pretend that he does?

 

[IotaNet]

Name three, ...

No, seriously, I'm not being condescending or sarcastic, name three. Or two.

Nordstrand
Lakland
Sadowsky

... in a heartbeat.

Want some more? Try ...

Barker
Ernie Ball
Pedulla

As they say "everything isn't for everybody". It's your money so spend it where you feel you are appreciated.

Exactly.

And that's one of the many reasons why Nordstrand, Sadowsky and Lakland will get as much of my business as I can afford to give them.

I have had "above and beyond" customer service experiences with each of these companies. All three of them "Get it" when it comes to treating the customer with respect -- regardless of how much money is being spent.

 

[lefty007]

I think that Ken Smith should have a better perspective and vision about how to run customer service and keep customers happy. There should be enough profit built in each bass to allow for these types of requests. He should be able to lose $10 on a pots' order in order to keep that customer happy and not impose strict shipping minimums. By sending the pots at cost, even if that meant losing money, he could have made the OP happy and make him appreciate the brand, which could making want ot buy a new Smith in the future. It's common sense.

I think Ken Smith has proven time after time in this forum that he's condescending, narrow, abrasive, hard-headed, etc, etc, etc. . . in other words, not a nice person.

So, no surprise here.

 

[Joey3313]

Just buy the pots and strings and sell the strings in the TB Classifieds.

Someone is bound to like them/want them, and you won't be taking a crazy hit ($10 as opposed to 30).

 

[Bassflute]

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:



Sterling service, indeed. I wish that the quality of service backed up the quality of the bass...

He IS a nasty piece of work. Have met him twice. I don't care how good his basses are, he won't be getting any of my money...ever.

Name three, ...

No, seriously, I'm not being condescending or sarcastic, name three. Or two.

Michael Tobias, Jim Bergantino, Taylor, Ashdown (and the old Trace).

Cheers,
Cameron

 

[Tony G]

Michael Tobias, Jim Bergantino,

Here is two more guys I can personally give my +1 to, not that it matters to anyone really.

 

[Calebmundy]

+1 for Lakland (although I am probably not adding much to a thread this long a repetative). I put a battery in backwards and blew something up in my pre-amp, and they sent me another one for free. The only caveat was, and I quote, "We just ask that you try not to do that again."

 

[T-MOST]

The bass will not eventually need Ken Smith strings unless the OP has the intention of using Ken Smith strings. Otherwise, it's $30 of extra packing materials.

But it will need strings KS or otherwise. Logic still flawed.

 

[etoncrow]

But it will need strings KS or otherwise. Logic still flawed.

If the Dirt = Funk equation is true then your assumption of the bass inevitably needing strings is just that; an assumption. Plus, the bass needing strings does not necessarily equate to the bass player needing strings.

 

[Supertanker]

Exceptional Customer Service - Personal Experience:

Aguilar - has gone the extra mile with me at least a dozen times
Avatar
BBE (Sent them a busted up, out of warranty BMAX - they fixed it for free, shipped it back within 3 days)
Carvin - Free replacement part shipped overnight
Lakland - treats me like I own the joint
MTD
Nordstrand
The Perfect Bass
Seymour Duncan - The techician was on vacation and he still resolved my problem
QSC

That's all I can think of right now...

 

[davec]

Ken is a New Yorker......

I've have similar emails with Ken after buying a Used Smith

the OP is not a Ken Smith Customer, he is a Ken Smith product owner.

To become a Ken Smith customer there is a minimum charge.

I've been is Customer Service for too long.

This is not bad service. You emailed with a problem, he responded quickly, correctly and honestly. He advised you of a solution.

Now as far a courtesy.... I think you have a choice, you can buy similar product from a second source or sell the bass if you wish. I think Ken is very courtious once you become a customer, but sadly not before. Could he sell more if he was, maybe but it not like he's not selling them as fast as they make them. But, maybe on the strings and accessory side?



My experience is

Great service
Stewart Spector
Dana B. Goods/ Warwick
GK
Lakland

Ok service.... if you pay for it
Ken Smith
Pedulla

The only poor service that I ever recieved was Carvin. I wanted to buy a amp and talk about buying a bass and they were just to busy to be bothered. I bought a SWR and a Spector instead

 

[T-MOST]

If the Dirt = Funk equation is true then your assumption of the bass inevitably needing strings is just that; an assumption. Plus, the bass needing strings does not necessarily equate to the bass player needing strings.

Huh???? This sounds like "the opposite of blue is brown". yeah I know it doesn't make sense either.

 

[82Daion]

Ken is a New Yorker......

So how do you peg Roger Sadowsky?



I'm glad that some of you would be happy with this treatment, which is probably why KS gets away with it. I admit that I should have expected this from Ken, but it's just ingratiating that a simple purchase request would get returned with that kind of attitude.

I really like the bass, but I will not be going to Ken if it ever needs fixed, now or in the future. I know too many luthiers who could fix it just as well without the side of ******* that Ken seems all too willing to provide.



I apologize if I come off as whining, spoiled, petulant, or what have you, but I guess I've been spoiled by other companies who actually knew how to treat their customers well, whether they bought the bass initially or not.

 

[bassmonkeee]

But it will need strings KS or otherwise. Logic still flawed.

Those Ken Smith rounds would be a poor substitute for the flats that I use on all of my main players. They'd also be a poor substitute for the TI Jazz Rounds with the silk lined core that I use on my other basses.

There is no flawed logic in my post. If you don't use Ken Smith strings, you shouldn't be forced to buy Ken Smith strings to get pots for a Ken Smith Bass. The only flawed logic I see here is your continued justification of asking someone buy a product they neither want nor asked for nor needed.

A minimum shipping fee to cover the 45 seconds it takes to put the two pots in a padded envelope and put in the pile for the mailman is fairly common. When I needed to order a new pot for my Bongo, it was a $7 minimum shipping charge even though I was only buying a $4 pot. But, they didn't tell me I had to buy 2 sets of Slinkys to get the pot....


As for the "Ken is a New Yorker" comment, that's a load of crap. I know lots of New Yorkers (Hell, I married one), and to say that all of them behave like Ken Smith is a good way to have a New Yorker kick your ass.

 

[T-MOST]

Those Ken Smith rounds would be a poor substitute for the flats that I use on all of my main players. They'd also be a poor substitute for the TI Jazz Rounds with the silk lined core that I use on my other basses.

There is no flawed logic in my post. If you don't use Ken Smith strings, you shouldn't be forced to buy Ken Smith strings to get pots for a Ken Smith Bass. The only flawed logic I see here is your continued justification of asking someone buy a product they neither want nor asked for nor needed.

A minimum shipping fee to cover the 45 seconds it takes to put the two pots in a padded envelope and put in the pile for the mailman is fairly common. When I needed to order a new pot for my Bongo, it was a $7 minimum shipping charge even though I was only buying a $4 pot. But, they didn't tell me I had to buy 2 sets of Slinkys to get the pot....


As for the "Ken is a New Yorker" comment, that's a load of crap. I know lots of New Yorkers (Hell, I married one), and to say that all of them behave like Ken Smith is a good way to have a New Yorker kick your ass.

I don't have to justify anything. Ken doesn't pay me. It's my opinion that it the order was not a big deal. It's yours that it was. Ultimately it doesn't matter to me.
As for your Logic... you are the one who started talking about birds.