Atrocious Customer Service from Gear4less

[Deleted member 92857]

You all probably already know this, but Gear4music customer service bites donkey ass. I’m restoring an Eden 210XLT. I reached out to them for replacements, reckoned, or redone kits for the 10s. I also asked the rating on the fuse, which is blown and appears to be unmarked. They replied:
Good afternoon,

Thank you for your email.

We regret to inform you that we do not stock the spare part that you require and we do not offer repairs or services on non warranty items.

We're very sorry we couldn't be of any further assistance.

And if there is anything else we can help you with, please don't hesitate to get back in contact.

Fine, I get it. Old stuff, they don’t stock parts for old stuff. So I replied, repeating the question about the fuse. I got the same canned email. ***??? You can’t tell me the rating of the fuse? You don’t have the specifications of the product? What if a lawyer calls and says his frigging client managed to hurt himself with the product and they are suing for $50 million? You gonna have trouble producing the specifications then??

I responded:

Wow. What terrible, atrocious customer service! I understand not having older parts, but someone in your company CERTAINLY has fuse specifications for this cabinet, if for nothing other than possible future liability issues.

Given this abysmal performance in customer service, I will take great care to buy NOTHING from any Gear4music company, and I will share my horrible experience with your company on TalkBass and all the music groups on Facebook in which I participate.


I don’t care if Gear4music is selling the holy grail of bass equipment for 29 cents, they can stick it where the sun don’t shine.

 

[MIMike]

The canned response indicates to me that they’re (Currently) not manning the emails with an actual person.
When did you send the initial email? Was it during normal business hours (8-5, M-F)?

 

[bass player 53]

Invalid Link Removed

This link is to the manual for the
speaker cabinet. Unfortunately, it is
rather non-technical, and the wording
is kind of ‘flower powerish’, if that’s a
thing.
I totally agree with you about the
$hitty customer service.

These cabinets are for sale (see
photo attachment). I suggest that you
contact as many sellers as you can
and see if they would be willing to look
inside their cabinets. A quick reading
suggests that it’s a bulb that may
not be easily identifiable.

 

[darev]

Huh

 

[mcnach]

You all probably already know this, but Gear4music customer service bites donkey ass. I’m restoring an Eden 210XLT. I reached out to them for replacements, reckoned, or redone kits for the 10s. I also asked the rating on the fuse, which is blown and appears to be unmarked. They replied:
Good afternoon,

Thank you for your email.

We regret to inform you that we do not stock the spare part that you require and we do not offer repairs or services on non warranty items.

We're very sorry we couldn't be of any further assistance.

And if there is anything else we can help you with, please don't hesitate to get back in contact.

Fine, I get it. Old stuff, they don’t stock parts for old stuff. So I replied, repeating the question about the fuse. I got the same canned email. ***??? You can’t tell me the rating of the fuse? You don’t have the specifications of the product? What if a lawyer calls and says his frigging client managed to hurt himself with the product and they are suing for $50 million? You gonna have trouble producing the specifications then??

I responded:

Wow. What terrible, atrocious customer service! I understand not having older parts, but someone in your company CERTAINLY has fuse specifications for this cabinet, if for nothing other than possible future liability issues.

Given this abysmal performance in customer service, I will take great care to buy NOTHING from any Gear4music company, and I will share my horrible experience with your company on TalkBass and all the music groups on Facebook in which I participate.


I don’t care if Gear4music is selling the holy grail of bass equipment for 29 cents, they can stick it where the sun don’t shine.

Frankly, I think you're overreacting.

 

[BobKos]

That cab hasn't been manufactured for over 10 years. The company is out of business that made them. Expecting a third party to offer any kind of support for it is a bit much I think. Why would they? Even when Eden was in business the support was hit & miss. You can buy a used working 210XLT for $200. Maybe go that route?

 

[Don Kasper]

FYI - I notified the Mods to move this Thread to the BG side of TB.
That was hours ago....
Make it GO AWAY... Please.
Thanks.

 

[taliesin]

Overreact much?

 

[Don Hergert]

FYI - I notified the Mods to move this Thread to the BG side of TB.
That was hours ago....
Make it GO AWAY... Please.
Thanks.

(Just fyi, for those in the DB forums who have replied here, after it is moved to the BG forum side, make sure to "unwatch" this thread if you don't want to follow it anymore.)

 

[JamesGrant]

You asked a company about a product they don’t sell and you’re annoyed that they were polite in their reply?
Wierd.

 

[Don Kasper]

"Gear4less...a division of Regr-Etsy"

 

[Don Kasper]

Jeez...maybe the OP ("Smokin' Toaster") grew despondent and took a "Toaster Bath"!
(Move this Thread or I'll continue...)

 

[aprod]

You are asking too much. Their response was fair and polite. Get a magnifying glass and try and read the fuse rating or do your own internet research.

 

[RandomKaren]

I seriously doubt G4M have the fuse info you asked for as even thought they bought Eden it's not in the 210XLT manual. But Blue Aran has replacement fuse bulbs for Eminence crossovers. Replacements for the Eminence 10" drivers come from Eminence or resellers like Blue Aran, Lean Business, Thomann etc. Recone kits for the drivers are probably not worth bothering with. I doubt G4M will miss you.

 

[monsterthompson]

What if a lawyer calls and says his frigging client managed to hurt himself with the product and they are suing for $50 million?

The risk is that they advise you and/or sell you a product, and that advice/product results in injury/damages.

 

[CoughSyrup]

Your expectations were unreasonable and your response was inappropriate.

 

[Dasgre0g]

 

[agedhorse]

Since it's not a fuse, there's not a fuse rating for your crossover. IF you post a picture (and remain polite), I will look and see if I can identify it. I may in fact have these in stock or have the specs.

 

[Topkat13]

The less part refers to customer satisfaction.

 

[beaglesandbass]

I went to the Honda dealership and was super annoyed that they didn’t have parts for my Jeep. I found that super weird as what if they sold a used one and the customer came back years later looking for parts?