Done with Sweetwater

[Frenchy-Lefty]

I really like Sweetwater

 

[packhowitzer]

I'm pretty pleased with my amazon purchases. I have an Amazon Visa which gives me 5% cash back, which is nice. I've noticed that often if an order isn't fulfilled directly by amazon, it's Chicago Music Exchange. And I receive pretty much everything (whether it's prime eligible or not) in just a few days. just my .02

 

[BassHappy]

I am biased, I have a lot of friends there. As a Fort Wayne native and a guy who visited them repeatedly when they were just a few guys in a garage out on Bass Road, I will say this. They are not a discount house. That isn't where they shine. Where they shine is in their support, which is unparalleled in the industry. If you want to shop competitively for a guitar, an amp or an effects pedal, I can tell you straight out, they aren't going to beat anyone's price. It's not what they do. Usually, they won't even try and ultimately, they don't really care. That frustrates a lot of folks, but there is a reason for it. For me, it's always worth a few extra bucks to get their tech support staff on the phone, if needed, who are always readily available for free, and highly trained to straighten out problems - especially if you have a sophisticated DAW and do a lot of recording.

I always considered them a "pro" place and I will tell you why. When I upgraded my studio a few years ago, and bought a new Mac from them, they asked for all of my log-ins and serial numbers and they literally installed all of my software for me - and I mean all of it - and there was a lot. Then they spent a day testing everything to make sure all of my software versions were up to date - and that everything worked perfectly. There was no charge, it was all included in the price of the computer. I am sure it took hours and hours and it was free for me. Anyone who has gone through a major Studio computer upgrade and software install with Logic X or ProTools knows exactly what I am talking about. There was no prompting or sales calls, trying to sell me anything additional, they merely installed and optimized everything that I already had.

When I got the computer, it was literally turn-key. I fired up the Mac and I was back at my recording project in a matter of minutes. That kind of stuff matters to me. This is the kind of thing they excel at. Also, their tech support department is superb. In fact, a friend of mine told me that he won't even call Digidesign if he has a Pro Tools issue any more. He told me that the high end Sweetwater techs are much quicker and better at Pro Tools support than the Digidesign techs. That kind of thing says a lot. My experience has been, as long as you bought the software from them, whatever it is, they will continue to support it as long as you keep your versions current. When I have an issue, I get them on the phone, they dial into my computer remotely, and in a matter of minutes my issue is normally resolved.

I don't know any other companies that are even capable of doing a software install like this, and then standing behind it and supporting their work on an ongoing basis for free - not Sam Ash, Guitar Center, Musician's Friend, Alto Music or (insert name here ________ ). If you are shopping for something off the shelf - of course you should shop around - and if price is your only criteria, 9 times out of 10 Sweetwater won't be your final stop. They just don't care about matching prices with anyone. It's not their focus. I can't vouch for the myriad of "sales engineers" they employ in the cubicles, but the management and the staff at the top are pros with a real commitment to making other pros happy. That's the focus, that's the vision.

 

[BwanaDust]

It's amazing to me in this day and age where everyone has cell phones that people are still complaining about unsolicited phone calls. How about not answering unsolicited phone numbers? Or blocking unsolicited phone numbers? How hard is this? Am I missing something?

Yes. You are. They got my work number (I'm guessing through caller ID) and harassed me weekly. Usually when I was tracking something in the control room.

 

[Grapevine921]

Sweetwater has never been great, lots of ads. they have use used car psychology to get you to pay for the mediocrity they can do. Never a great price an Indiana false ethics and lip when you talk to them. You smelled when you bought. Now you taste it. The dont provide truly fair pricing , and truly expect fair service?

Excuse me?

 

[G On Bass]

I've had nothing but great customer service from Sweetwater. I count on my sales rep for advice when purchasing the peripherals I get from them.

 

[skycruiser]

If you're talking about Sweeteater, why would I ask them for 10% off when I knew I could get 23% off at Musiciansfriend?

Any time I ever asked them to price match or tried to haggle they wouldn't budge. I honestly don't have a single positive reason I would go to them as opposed to MF.

I was just curious why you posted the list price for comparison since in my experience you can just ask and get 10 to 15% off the price. Maybe it depends on your sales rep. I would be surprised if they can drop all the way down to 23%. If that's the standard discount at MF then I may have to check them out on my next purchase. I use the 0% credit card financing at SW and would like to avoid getting too many more of those cards. It can't be good for credit rating to have half a dozen Synchrony accounts.

 

[jnewmark]

Yes. You are. They got my work number (I'm guessing through caller ID) and harassed me weekly. Usually when I was tracking something in the control room.

Also, did you ever try calling back those unsolicited numbers ? I did, two seconds after I rejected the call. You get a message that says " no longer in service ". Those numbers you see on your smart phone aren't really the numbers that the call originates from, thus blocking the number is useless.

 

[Joe Nerve]

I was just curious why you posted the list price for comparison since in my experience you can just ask and get 10 to 15% off the price. Maybe it depends on your sales rep. I would be surprised if they can drop all the way down to 23%. If that's the standard discount at MF then I may have to check them out on my next purchase. I use the 0% credit card financing at SW and would like to avoid getting too many more of those cards. It can't be good for credit rating to have half a dozen Synchrony accounts.

Standard discount if you're on MF mailing list is 15% to 20%. When u join the Backstage Pass program (its free), you get an additional 8% in store credit. That makes their discounts from 23% to 28%.

What I think a lot of people might not understand is that the sales codes don't work for most products if you order online. But when the message comes up that says the code doesn't apply it also says, "But don't worry. Call us!"

You then call and say you're interested in buying, but only if you can use the code and get the the discount. They've never not given it to me, outside of for an iPad about 10 yrs ago (Apple wouldnt allow it). And I've made probably close to 100 purchases.

The additional 8% gets automatically added on after the purchase, but only kicks in after the return period ends.

MF also has 0% credit cards. I dont use mine any more but I took 24 months to pay back a bass a while ago. They run financing specials all the time.

 

[krovx]

IME, there CS and QC has not been better than others. I have made small purchases from them and for larger purchases they have refused any discounts, accounting for the previous mentioned.

They are only 1.5 hrs away from me and I dont recieve my items any quicker than others.

I do like that they list the weights and actual photos of higher priced items.

I ended up ordering a bass from them that was not up to my standards and the return was a hassle. It was even insinuated that my dissatisfaction was somehow my fault. I had to fight to not pay return shipping.

I hate catalogs as I find them wasteful and have never motivated me to buy anything. Even after stating this they continue to send. At least the calls have stopped.

I rarely give them my business. Glad many of you like them.

 

[jnewmark]

Sweetwater has never been great, lots of ads. they have use used car psychology to get you to pay for the mediocrity they can do. Never a great price an Indiana false ethics and lip when you talk to them. You smelled when you bought. Now you taste it. The dont provide truly fair pricing , and truly expect fair service?

What exactly is " Indiana false ethics " ?

 

[Barticus]

My experience has been quite the opposite of the OP for the last 10yrs I've been dealing with them. I've had phenomenal customer experience and have had 2 sales reps over the years, which changed when I requested someone with a different specific expertise - that was no problem. I've never paid for shipping on a purchase or a defective return, on a RMA I've paid return shipping for non-defective items - this was always pennies on the dollar as their shipping rates are crazy low via FedEx. Now I've had issues with gear over the years from all of the resellers, but have always been able to return/replace without issue. I think the biggest advice I could give to anyone dealing with resellers is when dealing with CS reps you should always need to be friendly and reasonable... not demanding or condescending... and CS reps will usually advocate and work out issues on your behalf. Again, this has been my experience but YMMV.

I've attended the last 4 GearFest's and have met so many pros and industry experts that I would never have had access to unless I could score tickets to NAMM. I also got phenomenal deals on new and open box gear (pennies on the dollar for some great pro gear - I spent <$500 on several (perfect condition) open-box items that even at a decent discount would have cost over $2,500 while at GearFest last year. I have, and still do, purchase from the others as well (GC, MF, SA) depending what I need and what type of deal I'm looking for, but SW has always been a great experience and they've been a solid company to deal with in my experiences.

 

[Joe Nerve]

IME, there CS and QC has not been better than others. I have made small purchases from them and for larger purchases they have refused any discounts, accounting for the previous mentioned.

They are only 1.5 hrs away from me and I dont recieve my items any quicker than others.

I do like that they list the weights and actual photos of higher priced items.

I ended up ordering a bass from them that was not up to my standards and the return was a hassle. It was even insinuated that my dissatisfaction was somehow my fault. I had to fight to not pay return shipping.

I hate catalogs as I find them wasteful and have never motivated me to buy anything. Even after stating this they continue to send. At least the calls have stopped.

I rarely give them my business. Glad many of you like them.

This is my experience too, but in my first post I said I wasn't going to bash them.

I also don't want a 10 - 20 minute conversation if I want to return something. I MUCH prefer the, "No problem, give me your info and we'll email you a return label." That's all I've ever gotten from Musiciansfriend. And I like it .

 

[Nightman]

I just placed an order with Sweetwater last night and got the personal touch-base call this morning concerning my order and shipping info.
I also had to return a couple of TRS connectors when I thought I ordered TS. My ordering mistake and my rep sent me what I really meant to order and credited the difference to my account.
No issues here with Sweetwater!

 

[krovx]

This is my experience too, but in my first post I said I wasn't going to bash them.

I also don't want a 10 - 20 minute conversation if I want to return something. I MUCH prefer the, "No problem, give me your info and we'll email you a return label." That's all I've ever gotten from Musiciansfriend. And I like it .

I hope that didn't come across as a bash as I was trying to be objective. I know many people love them and they have a niche. My experience is limited and I know people have many terrible experiences with the vendors I enjoy.

 

[Joe Nerve]

Just gotta add that I am certain no SW rep ever knew more about any bass that I wanted to purchase than I did. Not a chance, except for maybe the Hofner that I only paid $250 for in a Stupid Deal of The Day. I didn't quite get the control panel on that, but I would bet that they don't thoroughly understand it either .

Any other bass, I'm certain I have as much or more info than they do. And the few ounce weight difference doesn't mean a whole lot to me. As long as I know the general weight of an instrument.

 

[Joe Nerve]

I hope that didn't come across as a bash as I was trying to be objective. I know many people love them and they have a niche. My experience is limited and I know people have many terrible experiences with the vendors I enjoy.

No, it didnt... but I was trying hard not to say anything negative . The amount of praise for SW and bashing of MF here though makes it tough.

I really don't get it.

 

[krovx]

Just gotta add that I am certain no SW rep ever knew more about any bass that I wanted to purchase than I did. Not a chance, except for maybe the Hofner that I only paid $250 for in a Stupid Deal of The Day. I didn't quite get the control panel on that, but U wouldnt bet that they thoroughly understand it either .

Any other bass, I'm certain I have as much or more info than they do. And the few ounce weight difference doesn't mean a whole lot to me. As long as I know the general weight of an instrument.

That's kind of been my experience too. I stated that I played bass and guitar. The rep I was assigned didn't play my instruments and rarely could answer any of my questions. I was not assigned a different person when requested. I get that my experience is way out of the norm and I'm probably such a statistical anomaly. But with all the other competition out there today, why would I keep swinging?

 

[krovx]

No, it didnt... but I was trying hard not to say anything negative . The amount of praise for SW and bashing of MF here though makes it tough.

I really don't get it.

Yep. I am a MF/GC fan which is not typical here it seems. The deals and service have been outstanding.

 

[JRA]

i have never consistently dealt with any retailer who didn't mess up something --- at least once in a while. also: i've been lucky enough with all of them to have issues resolved, though some were more painful to resolve than others. in my life: i've had more difficulties (bigger issues) with wholesale sellers, generally (pro audio/studio stuff).

my point: happens. if you think it's only happening to you, consistently, while others are enjoying "great" transactions, you could:
- have 'bad luck' now --- which should even out, statistically, over time = giving you 'great' experiences at some point.
- be a victim of your own karma (i am, why not you, too?)

OP: good luck not wanting/needing anything from sweetwater! ever again!

I am trying them one last time...

...after speaking to yet another manager. It shouldn’t be necessary to always get to that level.

or, you could be thankful (read: resourceful!) that you have that connection available to you now!