Fuming about Yamaha Cust. Service for a minute...

[SlinkyMonkey]

Chris: I can give you that information, however Yamaha does not recommend ever modifying your instruments.

Me: Well, that's kind of weird, because EVERYONE (ok, not really everyone) mods their instruments to some extent.
Chris: Anytime you do any kind of modifications, you could damage your instrument.
Me: You realize that you have endorsed artists that take your instruments and drop in Dimarzio, Hipshot, Gotoh, etc. parts, right??

Chris: ... however Yamaha does not recommend ever modifying your instruments
You (in a better timeline): Yes, I'm experienced with that sort of stuff and am aware of the risk. Please give me the information.

I don't understand why you would go into lengthy rant/discussion about how others modify their instrument and how it is common practice. Chris was so obviously just following a script and you seemed to know that as well.

Moreover, Chris is most likely not a guitar tech and just a general customer service agent that will direct you to specific departments (as he did later). The discussion about details in pickguard-changing after the non-recommendation is not productive at all. I wouldn't expect the first person I call at Yamaha to have a discussion with me about that, and certainly wouldn't initiate such a discussion either since it just doesn't make sense. With the person from parts department maybe, but not with Chris. Leave poor Chris alone, dude.

 

[Pdaddy1978]

Wow.....A rare negative Yamaha experience....
Interesting

 

[Savage_Dreams]

I totally agree. But was there any question about the bass being under warranty?
IMO, the guy at Yamaha went off-script when he said, "Well, they are professionals."
That was uncalled for. It carried inferences. Up until then, the conversation seemed amicable.

So what's next? We can't change strings?
Does John Deere own Yamaha?

every company has to cover their ass this way these days.

direct from the OP's statement:

the agent said:
"I can give you that information, however Yamaha does not recommend ever modifying your instruments."

the op then could have said ok, got the information and have been done. could have been a situation done in under a minute, but instead took it personally like a little child and this is where we are now.

 

[Jeremy Crockett]

This was the most boomerific op I've seen in a while.

This response just might be more irrational than the OP.

Kudos to you, sir!

 

[turf3]

I get what you're saying about the company covering its arse. But this was a pick guard, not new pickups. The company should account for what is being replaced and temper their response thusly. The OP was not asking for modification advice, he simply wanted a part. The guy at Yamaha made assumptions about the OP's skill level.
What should have happened was... "I can give you the part number, but we are required to tell you that mods can lead to damage. End of conversation. It should not have been the back and forth that it turned into.

You're missing the point that minimum wage phone-answerers are given a script, and they will lose their jobs if they deviate from it.

From the viewpoint of a billion-dollar company, where incorrect modifications to an electric guitar could conceivably result in electrocution, they're going to cover their behinds, no matter what. If they extend to their phone service people the option to use their judgement in whether or not to utter the prescribed disclaimers and warnings, their lawyers will immediately advise them that they need a meaningful and rigorous training procedure to make sure that the phone service person is qualified, trained, and the training is regularly updated. Or, they can require the phone service people to conform to a script.

If you want to get your panties in a wad over this kind of interaction, you need to take on the litigious environment in which American business operates, tort reform, and a host of other fundamental structural characteristics of the legal and commercial landscape of the USA. Not take it out on the poor schlub answering the phone. How's your campaign financing going?

 

[Old Garage-Bander]

every company has to cover their ass this way these days.

direct from the OP's statement:

the agent said:
"I can give you that information, however Yamaha does not recommend ever modifying your instruments."

the op then could have said ok, got the information and have been done. could have been a situation done in under a minute, but instead took it personally like a little child and this is where we are now.

Why should he have just said OK? We are no longer allowed to further engage in a civil (still at that point) conversation with companies we are dealing with?
The OP didn't get miffed until the other guy went off script. At that point the person representing the company, was stating his own opinion. And in doing so implied things about the OP's skills to use a screwdriver. Not cool at all.
The Yamaha rep could just as easily got about doing what he promised to do upfront, and give the OP the requested information. Their was no need to make that comment about professionals.

 

[Old Garage-Bander]

You're missing the point that minimum wage phone-answerers are given a script, and they will lose their jobs if they deviate from it.

From the viewpoint of a billion-dollar company, where incorrect modifications to an electric guitar could conceivably result in electrocution, they're going to cover their behinds, no matter what. If they extend to their phone service people the option to use their judgement in whether or not to utter the prescribed disclaimers and warnings, their lawyers will immediately advise them that they need a meaningful and rigorous training procedure to make sure that the phone service person is qualified, trained, and the training is regularly updated. Or, they can require the phone service people to conform to a script.

If you want to get your panties in a wad over this kind of interaction, you need to take on the litigious environment in which American business operates, tort reform, and a host of other fundamental structural characteristics of the legal and commercial landscape of the USA. Not take it out on the poor schlub answering the phone. How's your campaign financing going?

No I am not missing the point. And you assume that the guy on the phone was just a warm body being paid minimum wage to answer the phone. He could have very well held a highly skilled technical position within the company. I've dealt with lots of companies where the guy who designed the complicated gear may be answering the phone from time to time. Perhaps the minimum wage guy was on a break, or is that not allowed either?
I guess we'll never really know if the person at the company went off script or not when he said, "Well, they are professionals" until we see the script. So if he did go off script, you think he should be fired?

The guy at the company knew that the OP was just in need of a pick guard. If he doesn't know the inherent risk of electrocution in that, then maybe your right. The guy was a minimum wage phone answerer working, arguably from a script.

 

[gln1955]

Why should he have just said OK? We are no longer allowed to further engage in a civil (still at that point) conversation with companies we are dealing with?
The OP didn't get miffed until the other guy went off script. At that point the person representing the company, was stating his own opinion. And in doing so implied things about the OP's skills to use a screwdriver. Not cool at all.
The Yamaha rep could just as easily got about doing what he promised to do upfront, and give the OP the requested information. Their was no need to make that comment about professionals.

C'mon, you have no idea what his script was. It's entirely possible he was given the response he was told to give.

 

[RustyStringer]

It’s early here so I’ll quickly address the posts that caught my attention…

I’m not a boomer

I am a paramedic, probably one of the least respected medical professions in the US, so I’m very used to a-hole “customers” / patients, and I’m typically overly polite to others in the service industry.

I did not “rewrite” the narrative to make me look better…if I did, I would have done a better job.
I pointed out to him that many of their instruments have aftermarket parts on them. His response was “well they are professionals.” That’s what kinda pissed me off.
And I said to him repeatedly “I understand this is the company and not you, but Yamaha as a company doesn’t think it’s consumers can operate a screwdriver…”

it’s hard to relay tone of voice through text, but Chris (although I don’t hold him personally responsible) was talking like a condescending ****.

 

[Old Garage-Bander]

C'mon, you have no idea what his script was. It's entirely possible he was given the response he was told to give.

You are correct. But as I stated previously we won't know what's in the script unless we see the script.
My assumptions about the script are that they are very carefully crafted to not include assumptions about the caller's professionalism, skills, or intent.

The customer may not always be right, but he at least deserves to not potentially be insulted. In this case it was implied that the OP did not have the required skills for the job. That doesn't sound on-script to me.

 

[FunkHead]

I hope I am allowed to link this. It just seems appropriate.

 

[350125g0]

First off, Chris at Yamaha N. American, I apologize. You're just doing your job. My beef is with your "script."

I have been trying to obtain a part number for a replacement pickguard for my Yamaha BB234 bass. I was directed to a parts website; however, you have to use the specific part number to place an order...and there is no "lookup," on the website. I was instructed to call during the week, and someone would be able to get me that part number.
I did just that. Here's how it went:

I was greeted on the phone by Chris, explained why I was calling, and....


Chris: I can give you that information, however Yamaha does not recommend ever modifying your instruments.

Me: Well, that's kind of weird, because EVERYONE (ok, not really everyone) mods their instruments to some extent.
Chris: Anytime you do any kind of modifications, you could damage your instrument.
Me: You realize that you have endorsed artists that take your instruments and drop in Dimarzio, Hipshot, Gotoh, etc. parts, right??
Chris: Well, they are professionals...
(Now I'm getting a little p-d off.)
Me: It is 7 Phillips head screws, and a 1-ply piece of plastic.
Chris: ....
Me: I understand this isn't coming from you, but if that is what Yamaha wants you to tell their consumers, it's pretty condescending.
Chris: I'm not sure I understand...?
Me: You're telling me that Yamaha as a company doesn't think that I can operate a f-ing screwdriver?
Chris: ........*speechless*
Me: Now do you see where I'm going with this?
Chris: I will take your information and have the parts department call you back.
Me: Thank you for your time!

Maybe I'm the ass here, but really Yamaha...really?! God help them if they see all the other modifications, I did to it with non-Yamaha parts...

Don't swear at people who are just doing their job. It's tacky. You're ABSOLUTELY the ass here.

 

[BobDeRosa]

First off, Chris at Yamaha N. American, I apologize. You're just doing your job. My beef is with your "script."

I have been trying to obtain a part number for a replacement pickguard for my Yamaha BB234 bass. I was directed to a parts website; however, you have to use the specific part number to place an order...and there is no "lookup," on the website. I was instructed to call during the week, and someone would be able to get me that part number.
I did just that. Here's how it went:

I was greeted on the phone by Chris, explained why I was calling, and....


Chris: I can give you that information, however Yamaha does not recommend ever modifying your instruments.

Me: Well, that's kind of weird, because EVERYONE (ok, not really everyone) mods their instruments to some extent.
Chris: Anytime you do any kind of modifications, you could damage your instrument.
Me: You realize that you have endorsed artists that take your instruments and drop in Dimarzio, Hipshot, Gotoh, etc. parts, right??
Chris: Well, they are professionals...
(Now I'm getting a little p-d off.)
Me: It is 7 Phillips head screws, and a 1-ply piece of plastic.
Chris: ....
Me: I understand this isn't coming from you, but if that is what Yamaha wants you to tell their consumers, it's pretty condescending.
Chris: I'm not sure I understand...?
Me: You're telling me that Yamaha as a company doesn't think that I can operate a f-ing screwdriver?
Chris: ........*speechless*
Me: Now do you see where I'm going with this?
Chris: I will take your information and have the parts department call you back.
Me: Thank you for your time!

Maybe I'm the ass here, but really Yamaha...really?! God help them if they see all the other modifications, I did to it with non-Yamaha parts...

First off, Chris at Yamaha N. American, I apologize. You're just doing your job. My beef is with your "script."

I have been trying to obtain a part number for a replacement pickguard for my Yamaha BB234 bass. I was directed to a parts website; however, you have to use the specific part number to place an order...and there is no "lookup," on the website. I was instructed to call during the week, and someone would be able to get me that part number.
I did just that. Here's how it went:

I was greeted on the phone by Chris, explained why I was calling, and....


Chris: I can give you that information, however Yamaha does not recommend ever modifying your instruments.

Me: Well, that's kind of weird, because EVERYONE (ok, not really everyone) mods their instruments to some extent.
Chris: Anytime you do any kind of modifications, you could damage your instrument.
Me: You realize that you have endorsed artists that take your instruments and drop in Dimarzio, Hipshot, Gotoh, etc. parts, right??
Chris: Well, they are professionals...
(Now I'm getting a little p-d off.)
Me: It is 7 Phillips head screws, and a 1-ply piece of plastic.
Chris: ....
Me: I understand this isn't coming from you, but if that is what Yamaha wants you to tell their consumers, it's pretty condescending.
Chris: I'm not sure I understand...?
Me: You're telling me that Yamaha as a company doesn't think that I can operate a f-ing screwdriver?
Chris: ........*speechless*
Me: Now do you see where I'm going with this?
Chris: I will take your information and have the parts department call you back.
Me: Thank you for your time!

Maybe I'm the ass here, but really Yamaha...really?! God help them if they see all the other modifications, I did to it with non-Yamaha parts...

You and Chris were both guilty of tone-deafness -- he when he implied that you weren't a professional and you when you implied that he thought you were stupid or incompetent. Assumptions about a speaker's meaning can be dangerous.

 

[Zooberwerx]

Maybe he got the Yamaha outboard parts dept.

Riis

 

[60bass]

Yeah, the guy's just doing his job. I understand that BUT does that mean the person in CS has to be a mindless robot without any common sense? TBH I dread contacting any companies CS nowadays. Especially if it's anything to do with software or computers or electronic devices of any type.'

When you do you'll be connected to a 1st tier CS person who has to mindlessly read from a script. Very frustrating if you're someone whose knowledge of the product or service surpasses the knowledge of the CS rep. Which IMO happens way too frequently. That makes it easy to get upset. It shouldn't happen but with all of us being human it most certainly does.

Do I think the OP could've handled it better? Yes but I can understand his level of frustration having been there myself (with Fender but that's another story). Everytime I get a script reader who I already know can't help me, I politely ask to be transferred to upper level tech support. I also feel the CS rep had he used common sense (something many people lack these days) would've known the customer needed a part number and offered early on to transfer the caller to the parts department from the outset as soon as he senses the frustration of the caller.

This reminds me of the movie Cool Hand Luke where the captain says "what we've got here is failure to communicate"

 

[creaturegods]

Sounds like the customer service rep read you a very basic disclaimer about modifications and you took it personally.

I'm sorry you were having a bad day, OP. Happens to all of us. Hope things got better for you.

 

[Hankenstein]

Beef not about bass
But customer service talk.
This thread will move now.

Also, mom told me
Catch flies easy with honey.
Vinegar no good.

You catch even more with horsesh*t. What's your point?

 

[rojo412]

Chris' verbiage sounds like one of those automated computer operators, to be honest. I get those when I call the ISP I use and can't stand it. But I know they aren't human, so I definitely don't speak to them with much kindness. Perhaps that's the natural human response to the uncanny valley that is "AI customer service" and if an actual human comes off as such, they get a similar response.
Just postulating that, I am not sure.

Anyway, whenever it comes to trying to get something from someone and they are being dooshy, I typically try to remain as calm and fakely happy until I get what I want. I'll flame them later to people I know and if it was awful enough, I'll write a formal complaint to their superior via email. But I've found that letting things escalate too quickly can lose me the thing I'm trying to get, so I personally try to hold it in until the transaction is complete.

 

[J_Bass]

What should be very clear in the OP, and it isn't, is that he got the parts number, as he wanted. That should be the first sentence in the OP.

The title of the OP is misleading. It makes the reader think that the customer service didn't do their job, or they didn't help the customer.

The title should be fixed. And in the OP it should read clearly that the issue was resolved without any problems.


By the way, I know a lot of people who probably would mess up changing a pickguard. Scratches on the body, stripped wood from screwing, pulling a wire loose, etc..


This whole thread is useless.

 

[74hc]

Agedhorse has nothing on this dude. I can understand not recommending someone to use a soldering iron with unknown or no experience, but a screwdriver on one's own bass? Come on, man.