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Fender American Design Experience

#743
Fletz said:
The customer service I have received for my ADE has been stellar. I will admit, at one point I was dissatisfied with the lack of response I was getting from the company about updates on production of my bass. Then, due to a miscommunication I was told it was shipping and it didn't. I expressed my extreme dissatisfaction with that mix up and they have come through in flying colors. They expressed their apologies for the miscommunication by sending me a second upgraded case and a box of 5 sets of strings. They even featured my unboxing video on their site.

This, I am sure, is not the norm. But what it shows me is that they are committed to the ADE and want to ensure customer satisfaction. That says this is a long term business approach and could be the future of the biz. No product is perfect and, as a company that puts thousands of products in the hands of musicians a year, there are bound to be occasional missteps. These are guitars that are made of wood and metal and QC can change as it leaves the floor.

I imagine for every complaint (from the perfectionists we all are on this board) there are hundreds of satisfied customers. It is great to know that those of us who have had a problem and gone to FMIC instead of complaining here have gotten satisfaction. Fender seems to be going in the right direction and I am enjoying watching how they navigate this brave new world of retail vs direct.
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Maybe it would be appropriate for you to give them a call or send them a nice letter expressing your satisfaction? So many people including myself are quick to complain when things aren't right so I try to make it a point to give a merchant a call when things go extremely well and I'm satisfied. I did this with my recent purchase, and I know my positive comments were appreciated by both the fender rep and my dealer.
 
#744
Rocky said:
Maybe it would be appropriate for you to give them a call or send them a nice letter expressing your satisfaction? So many people including myself are quick to complain when things aren't right so I try to make it a point to give a merchant a call when things go extremely well and I'm satisfied. I did this with my recent purchase, and I know my positive comments were appreciated by both the fender rep and my dealer.
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I absolutely have done this. They are very well aware of how satisified I am as a customer. But you make a great point. Too often people only make contact when they are not satisfied.
 
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#745
This is interesting to watch as a business model as well.

Fender has it's standard American lines, (Special, Standard and Vintage) and the long established Custom Shop line which are sold through retail outlets.

Doing this "semi-custom" business direct to the consumer at the same time without disturbing the regular retail operations is walking a fine line. There are bound to be some hiccups when making such a leap, but they seem to be serious about this and working to do it right. I love the fact that this has turned out to be a great opportunity for the lefties as well as those who are willing to pay extra for something just a little bit different.

I have put an ADE bass (or two) high on my wish list.
 
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#746
Fletz said:
I absolutely have done this. They are very well aware of how satisified I am as a customer. But you make a great point. Too often people only make contact when they are not satisfied.
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It doesn't get much better than watching the "unboxing video" and hearing the story behind the neckplate and design. That's Thanks-A-Plenty in my book. I know all the folks here that saw the video feel the same way.
It's pretty easy for folks to fall into the "corporation" view of how companies do things....I know I talk about "Apple This" and "Microsoft That" myself. So its especially nice to see when someone thinks we got it right and feels the same way alot of us do when we play that first note.

....back to lurking ;O)
Cheers all,
rob
 
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#747
I hope it turns out better.
There are already too many instances of serious QC issues (and some not so serious) with basses received already. That being said, I own an American Standard Jazz and have owned a handful of American Standard basses, all basically flawless.
I have 2 ADEs on the way, one of which is a do-over.
In hindsight, I obviously should have waited to place a second order until after I knew the first was in good shape, so now I'm waiting for both with considerably less enthusiasm than I had a few months ago. I feel like I'll get the basses I want, but it sucks because I'm finding myself plotting what else I'm gonna purchase in case I end up sending both back for a refund. Can't help looking at it negatively until I have them in my hands. Blah and whatever.
 
#750
For what it's worth- my customer service has pretty much ceased to exist for some reason. I'm getting no response to emails or calls concerning getting my flawed Jazz bass back to them.
I've pretty much gone from championing this program to being completely soured on it.
 
#752
Matt R. said:
For what it's worth- my customer service has pretty much ceased to exist for some reason. I'm getting no response to emails or calls concerning getting my flawed Jazz bass back to them.
I've pretty much gone from championing this program to being completely soured on it.
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Fletz said:
I just shot a note to my customer service guy on your behalf. He was awesome for me, I hope he can help you out too.
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Me too!
 
#754
Matt R. said:
For what it's worth- my customer service has pretty much ceased to exist for some reason. I'm getting no response to emails or calls concerning getting my flawed Jazz bass back to them.
I've pretty much gone from championing this program to being completely soured on it.
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Hi Matt,
You should have received a phone call today (or at least a voice mail). Nonetheless, feel free to PM me at any time.
All the best,
rob
 
#757
RobSatFender said:
It doesn't get much better than watching the "unboxing video" and hearing the story behind the neckplate and design. That's Thanks-A-Plenty in my book. I know all the folks here that saw the video feel the same way.
It's pretty easy for folks to fall into the "corporation" view of how companies do things....I know I talk about "Apple This" and "Microsoft That" myself. So its especially nice to see when someone thinks we got it right and feels the same way alot of us do when we play that first note.

....back to lurking ;O)
Cheers all,
rob
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Rob always good to see you "pop in" these threads. Don't know if you can say but one thing I've inquired about with Fender ADE was whether there was an option to select for light weight wood. The response I got was something like not at this time. Seems to me that's an option a lot of players would appreciate if it could be added.
 
#758
Mastermold said:
Don't know if you can say but one thing I've inquired about with Fender ADE was whether there was an option to select for light weight wood. The response I got was something like not at this time. Seems to me that's an option a lot of players would appreciate if it could be added.
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My ADE Vintage '58 Precision with alder body is 8.55 lbs and my modern Jazz with ash body is 8.25 lbs... not sure if this is the norm or not, but both of mine are exceptionally light.
 

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