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Fantastic customer service from Peavey.

JumboFriendly

JumboFriendly

Oct 24, 2007
314
0
Mobile, AL
#1
I've been meaning to post this for a while, but just haven't gotten around to it. I'm extremely happy with the folks over at Peavey and would like everyone to know how I was treated. Back in 2008, I bought one of the VB-2 amps from Guitar Center (when they were on closeout, I think I paid just under $400 shipped from GC in Texas). A couple of months ago, I was at band practice, and my amp died. It'd still power on, but no sound at all. I didn't know exactly what had happened, but remembered reading about some issues with the internal fuses when the amps were just coming out.

After doing all I could (which wasn't very much... I don't really know anything about tube amps), I took it up to Guitar Center and tried to recruit some help there. My experience went about as follows:

Me: "I'm having some trouble with my bass amp, there's no output from it at all, but I don't think it's the main fuse because it will still power on. I've tried different cabs, cables, and basses, so it's definitely a problem with the amp. I've tried running from the FX send and the preamp stage isn't producing any sound, either. Can you help?"

GC Associate: "Is that a tube amp? Neat... I haven't seen one like that in a long time, that must be real old. What year is it?"

Me: "Umm, a 2008."

GCA, peering in through the back: "Those are some big tubes... how many watts is this thing?"

Me: "225"

GCA: "What? For real?"

Long pause... GCA: "Wait... is this a BASS amp?"

Me: "Yes."

GCA: "I'd say to change out all the tubes and see if that fixes the problem, but you can't return tubes if it doesn't fix it so you're stuck with them."

Me: "Oooook. I'm pretty sure that it's an internal fuse. Do you know anything about that?"

GCA, to a customer that was walking by at the time: "Hey, do you know anything about tube amps? This guy has a problem..."

Me: "I need to get back to work, thanks for your help."

Anyway, I remembered that the amp had a 5 year warranty on everything except the tubes, so I called up Peavey. They told me they'd be happy to take a look at it, I just needed to ship it to them, and they'd pay the return postage to get it back to me. After figuring out how expensive that was going to be to ship an amp head that heavy, I called them back and asked if I could just bring it in myself (I'm only 2.5 hours from Peavey's HQ in Meridian). So, after making an appointment, I headed on a road trip to get my amp working again.

I dropped it off about 3, and the tech let me know that he'd have it fixed before they closed for the day, so if I wanted to hang around town, get something to eat or whatever and come back, I would be ready to roll. After grabbing a quick bite and killing some time, I got back to Peavey to find my amp waiting on me and working good as new. I talked to the tech who'd worked on it, and as I had thought, the internal fuse had blown. It also took some of the tubes with it when it went, so they replaced the fuse and ALL of the tubes, then rebiased them - all covered under warranty; no charge to me at all. They could have really stuck it to me on the tubes, since in the owner’s manual it says the warranty on those is only 90 days.

Just wanted to share my experience. I've always been a fan of Peavey gear, and I believe it's getting more and more rare to find a company that both stands behind their products as well as goes above and beyond for a customer the way they had for me.
 
#3
Great story! Peavey gear has lost a lot of its appeal over the years as they gave up on the whole "made in the USA" philosophy and so much of their product seems to be aimed at the entry level musician. Good to know they stand behind their gear.
 
#5
I had the same problem with my VB-2 after I got it.
Called Peavey CS they told me to take it to a service center.
They replaced the internal fuse, some caps AND all new tubes.
It took 3 days and Peavey picked up the tab.

I got it as a display model at GC for $499
 
#6
Thanks for sharing that! Does anyone know if those amps are still made in the U.S.A.?

I have been mulling that particular amp for a while -- it seems like a good po' man's SVT (which is made in Vietnam now).

I must say...a U.S. made product at a competitive price by a company that treats its customers really well? Sounds better and better all the time.
 
#7
I use Peavey equipment in my pedal steel rig. Peavey has a guy whose only responsibility is steel guitar amp issues. I sent my Nashville 400 head in for a checkup; they did a complete cleaning and refurb, touched up the paint on the front panel, replaced two knobs that were loose, and charged me $50 including return shipping.
 
#9
senp5f said:
Thanks for sharing that! Does anyone know if those amps are still made in the U.S.A.?
Click to expand...

I BELIEVE they are, but I could be wrong. There used to be a Peavey guy around the forum from time to time, I don't know if he posts here anymore. I recall him saying something about how they were planning to have them made overseas at first, but the factory over there couldn't get things quite right, so they moved production to the US. I don't know if that's changed since I got mine or not - mine came from TX as a display model that they were blowing out. I haven't seen another (either display or owned by someone) since, so I haven't had the opportunity to check. I'd bet a phone call to Peavey would yield results, though.

Thanks for the feedback, guys. Obviously everything they do isn't perfect, and they've got the same problems as everyone else, especially with this slow economy. That's what impressed me the most - the amp tech saw my original receipt where I got it at half off, and still made good without charging me at all. He just commented that I got a heck of a deal and went to work.
 
#12
Crabby said:
Great story! Peavey gear has lost a lot of its appeal over the years as they gave up on the whole "made in the USA" philosophy and so much of their product seems to be aimed at the entry level musician. Good to know they stand behind their gear.
Click to expand...

Peavey did not give up on USA manufacturing; they still make a lot of stuff here. In some product segments, they have been forced to foreign sources. It's not like their US workers are highly paid, but even low-wage workers in Mississippi make a lot compared to workers in Vietnam and China. I think they have kept production in the USA when they could, and expect that will be the case as long as Hartley Peavey owns the company.


georgestrings said:
My CS experiences with Peavey have all been positive - excellent company, IMO...
Click to expand...

+1

My Peavey gear has needed little repair over the years, and the few repairs were handled locally. I have friends (some steel players, BTW) who have had uniformly good experience with Peavey factory service. My contact with Peavey CS has been mostly for information.
 
#13
Mr. Foxen said:
Pretty sure that will be a tube went and took out the fuse, and its neighboring tube, rather than the fuse taking out a tube.
Click to expand...

The early production runs had fuses that did not test to spec. IIRC. It is a known issue. If they "damaged tubes" we don't know but great efforts by Peavey for one their customers.
I had trouble with a pair of new PA amps. I knew they were brand new technology so I contacted Peavey just before they were going to call me! http://www.talkbass.com/forum/f15/ipr1600-amps-wont-play-together-647138/
Peavey picked up overnight shipping both ways, had them back to me within a week and even included some swag!
I do not hesitate to buy Peavey :D
 
#15
Back in the 90's I used to work for a little mom 'n pop guitar shop Peavey dealer. Every time I called Peavey, whether it was for store merchandise or on a customer's behalf, I got FANTASTIC customer service.

I've personally owned a fair share of Peavey gear (basses, amps, cabs, and combos) and the ONLY problem I had with any of it was when I rented out one of my 4x10 cabs and the renter blew the speakers. They paid for replacements, and Peavey sent my new speakers post-haste.

I have nothing but kind words to say about Peavey.
 
#16
I no longer use their gear. In the past I exclusively used their stuff. PA, Cirrus 5 fretless, G Bass (probs with that) MKVIII stack, Delta Blues for guitar (ok Heritage archtop). Wonderful company, best of them all when I did a few year stint in retail. Just because I don't have or use Peavey gear now doesn't mean I don't admire and respect the company. I did like USA made only.
 
#17
I was referring to the fact that Peavey used to go to great lengths to advertise that their products were all proudly made in the USA. And that was something that did appeal to a lot of people. I certainly don't fault them for having certain products made overseas. But unfortunately, the only Peavey dealer left in my area seems to only carry the very entry level gear, of which almost all is manufactured overseas.

I have owned a enjoyed a lot of Peavey gear over the years but its a brand that is not carried by any of the major music store chains in the Vancouver area anymore. Its too bad as I bet they could sell a ton in this city.


1n3 said:
Peavey did not give up on USA manufacturing; they still make a lot of stuff here. In some product segments, they have been forced to foreign sources. It's not like their US workers are highly paid, but even low-wage workers in Mississippi make a lot compared to workers in Vietnam and China. I think they have kept production in the USA when they could, and expect that will be the case as long as Hartley Peavey owns the company.




+1

My Peavey gear has needed little repair over the years, and the few repairs were handled locally. I have friends (some steel players, BTW) who have had uniformly good experience with Peavey factory service. My contact with Peavey CS has been mostly for information.
Click to expand...
 
#18
You can pick up any Peavey product ever made at a garage sale, bring it in to the service center here in Meridian and expect the same treatment.

Does anyone know if those amps are still made in the U.S.A.?
Click to expand...

Yes. In addition, I think one thing that sets Peavey USA production apart is that raw materials go in one door, and amps come out of another.
 
#20
BbbyBld said:
You can pick up any Peavey product ever made at a garage sale, bring it in to the service center here in Meridian and expect the same treatment.



Yes. In addition, I think one thing that sets Peavey USA production apart is that raw materials go in one door, and amps come out of another.
Click to expand...

My experience has been the same, nothing shy of awesome. I have old Peavey gear(lots now) and have picked it up at pawn shops and locally. I usually have a question or two and try to find the answers myself. When I can't I send it in to Peavey. I have ALWAYS got an answer and sometimes so quickly that I feel as though I am on an instant message link! I love the gear, the quality, sound, people, AND the emblem! I'm glad others have had the same experience.
 

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