Has anyone ever succeeded in eliciting a response from DR to a query sent via the contact form on their website? Ever?
Enjoy the benefits of a premium membership!
Upgrade Account
-
TalkBass has been independent since 1998. Add your voice.
Create a free account to reply to discussions, view embedded media, and browse with fewer display ads.
Join free Log in
Want zero display ads or expanded classifieds tools? Compare plans.
DR Strings Silence
- Thread starter KenD
- Start date
- Status
It's been hit and miss for me. Mostly misses.
The only time they did respond was when I told them about an error on their website. They did thank me and corrected the error.
Ah ha! So they do read the online submissions but only respond to those they choose. Isn't that akin to giving a middle finger salute?
They must get a ton of emails, in state of the fact, their strings are in every G.C. in America.
No excuse, but that is a lot of griping.
No excuse, but that is a lot of griping.
Well, they are based out of New Jersey.
I dealt with them directly years back and they were always responsive, though it sometimes took a while and a few tries. Sounds like they've grown less attentive to emails.... 
"We are experiencing higher than normal call volumes"
Interestingly, Dunlop replies within a day with substantive information.
It took a while and a few tries is not "responsive".I dealt with them directly years back and they were always responsive, though it sometimes took a while and a few tries. Sounds like they've grown less attentive to emails....
If you want a customer service that's responsive, try SIT. They're nothing short of amazing! At least that's been my experience.
Just a wild guess so grain of salt.
Don’t you suppose something like 99% of their incoming contacts are “I bought this string set and the D string broke and that means it’s defective and definitely not because it’s my first time installing a string” or “I found a single G in my mom’s garage from before I moved out and it looks dirty. Can I still use it?”
And the 1% is probably a legit inquiry that points towards a future sale or actual customer service maintenance.
If they had to hire and rehire and rehire people to respond to all the dumb comments they’d have to raise prices.
Seriously, asking out of curiosity.
Can someone post an example of a question they Did respond to and an example of one they didn’t?
Don’t you suppose something like 99% of their incoming contacts are “I bought this string set and the D string broke and that means it’s defective and definitely not because it’s my first time installing a string” or “I found a single G in my mom’s garage from before I moved out and it looks dirty. Can I still use it?”
And the 1% is probably a legit inquiry that points towards a future sale or actual customer service maintenance.
If they had to hire and rehire and rehire people to respond to all the dumb comments they’d have to raise prices.
Seriously, asking out of curiosity.
Can someone post an example of a question they Did respond to and an example of one they didn’t?
Have you tried picking up the phone? There is an 800 number listed on their contact page.
I have never tried calling or emailing DR, but in general my experience with other companies is that a phone call gets answers faster than email. Especially whens it's an email sent via a contact form on the company's website. They probably get lots of junk coming through there. Things can get missed.
I have never tried calling or emailing DR, but in general my experience with other companies is that a phone call gets answers faster than email. Especially whens it's an email sent via a contact form on the company's website. They probably get lots of junk coming through there. Things can get missed.
If they can't or won't respond for the reasons you gave, then delete that function from their website instead of, in effect, telling legit customers to F Off and don't bother us.
Anyway, I'm done with them. Someone posted here that DR is in all Guitar Center locations. They have obviously sold out to mass marketing - private equity bought them?
Just posted this a few days ago in the String-Joy? thread
Broke a .115 from their DDT set when installing. Completely my fault.
I emailed them from their website asking if I could purchase a single replacement and if not
then I will just order another set since it was my fault.
They replied to give them my address and I should have the string in approx a week.
About 4 days later I got the string at no charge.
Broke a .115 from their DDT set when installing. Completely my fault.
I emailed them from their website asking if I could purchase a single replacement and if not
then I will just order another set since it was my fault.
They replied to give them my address and I should have the string in approx a week.
About 4 days later I got the string at no charge.
Lol private equity firms aren’t buying a small guitar string company for global domination.
Maybe I should ask another way since you aren’t posting an example.
Do you sort through spam and respond to all your emails? I don’t. That’s exactly what the filter is for. And “I broke a string, can you send me another?” Isn’t an inquiry that leads to future success anyway.
I suspect the form works, just not as ideally as you would like. That type of thing would be susceptible to spam mail, etc. Not making excuses. It's just not a perfect solution.
I would also ask: If the contact form isn't working for you, and there is another method you can use to contact them instead, why not try that before getting all bent out of shape over it? Maybe a quick phone call would have gotten everything sorted out. I dunno. Maybe you have to leave a voicemail and still have to wait for an answer. But it at least seems worth a try?
I did a couple of months ago, commenting on Fodera/DR strings, they replied to that next day.
Not sure what your issue is. I will say, In my field of work, cigars; when one of my customers gets a problem cigar, we just let them get another cigar and damage it out.
Nobody, but maybe 1%, call or email, say Montecristo and air their grievance.
I might take your beef up, with the seller vs the manufacturer.
I do find, if you are inclined to leave a bad review somewhere, there is a likelihood that corporate has somebody hawk- eying the reviews and may respond. Nobody wants poor reviews.
Last edited:
- Status
