G&L Club Part 7

[RL5]

Hello.

I just bought a brand new G&L bass from a dealer. I had a question about the bass, the dealer suggested I speak to Memo. Memo of course is not returning my calls or answering his emails after several weeks and tries, although this is a brand new bass under warranty, just a few months old, I'm the first owner. I'm not surprised, I've dealt with G&L QC issues before as well as their customer "service". I love G&L products. I hate how they couldn't care less about their customers and seemingly have no pride in their products, once they have customer's money. I know this isn't everyone's experience, but it has certainly been mine.

It seems that some people have actually gotten through to Memo on occasion. How did you guys do it? Is there a way around this guy at G&L if he doesn't answer calls or return emails? Is there anyone else there who deals with customers once the bass is bought?

Here is the email I tried - [email protected]. I know I had the right phone number, because I got his voice mail stating his name.

Thanks!

Hi. When I had a question about my used Fullerton JB (I'm the 2nd owner), I sent an e-mail to [email protected] through the G&L contact page. I got a response back from Memo within a few hours. Was actually quite surprised at the prompt response.

But as others have mentioned, the dealer should probably have gotten involved on your behalf.

 

[TDR1138]

Hi. When I had a question about my used Fullerton JB (I'm the 2nd owner), I sent an e-mail to [email protected] through the G&L contact page. I got a response back from Memo within a few hours. Was actually quite surprised at the prompt response.

I'll second this, having had quick replies from Memo via the [email protected] email address. Maybe not a few hours, but within a day at most.

 

[/\/\3phist0]

Hello.

I just bought a brand new G&L bass from a dealer. I had a question about the bass, the dealer suggested I speak to Memo. Memo of course is not returning my calls or answering his emails after several weeks and tries, although this is a brand new bass under warranty, just a few months old, I'm the first owner. I'm not surprised, I've dealt with G&L QC issues before as well as their customer "service". I love G&L products. I hate how they couldn't care less about their customers and seemingly have no pride in their products, once they have customer's money. I know this isn't everyone's experience, but it has certainly been mine.

It seems that some people have actually gotten through to Memo on occasion. How did you guys do it? Is there a way around this guy at G&L if he doesn't answer calls or return emails? Is there anyone else there who deals with customers once the bass is bought?

Here is the email I tried - [email protected]. I know I had the right phone number, because I got his voice mail stating his name.

Thanks!

What is your question?

 

[Ricky Rioli]

Full disclosure:

IMO, the one thing this thread is not in need of is us cutting G&L yet more slack

 

[Chewy_B_i_T_s]

Full disclosure:

View attachment 4771525

IMO, the one thing this thread is not in need of is us cutting G&L yet more slack

I might be wrong, but I thought that was in reference to strings, not any bass reviews.

 

[Ian774]

I struggle to get your point.

 

[Ricky Rioli]

I've decided that I can be bothered telling you all what state the tuners on my Build To Order were in when it arrived:

In a way, I don't really mind, it means I won't notice half so much when the first time I get clumsy with it myself comes. But other people might mind, so forewarned, eh?

*stomps off*

 

[LowEndLobster]

Full disclosure:

View attachment 4771525

IMO, the one thing this thread is not in need of is us cutting G&L yet more slack

To be fair, I don't get paid for my reviews but I do get to borrow the instrument for the duration of my review (I request a retail example). However, the act of borrowing the instrument counts as 'receiving payment' in Youtube's guidelines. I have to check the "paid sponsorship" box when uploading my video in order to stay compliant with those guidelines and avoid any trouble even though I don't get any money or payment from G&L nor do I get to keep the bass.

 

[LowEndLobster]

I might be wrong, but I thought that was in reference to strings, not any bass reviews.

Some companies like G&L will let me borrow a retail example for the duration of my review. I still don't accept money or compensation for my reviews from manufacturers. In YT guidelines, receiving anything of value (even if I don't get to keep it) constitutes a sponsorship and that content needs to be marked accordingly in order to avoid any issues with YT. I always say in those videos "Thank you to ____ for sending me this bass to borrow for review".

 

[jglunt]

Thank you for the explanation, Lobster. That makes sense if you consider YouTube's rules and guidelines.

 

[LowEndLobster]

I've decided that I can be bothered telling you all what state the tuners on my Build To Order were in when it arrived:

View attachment 4771558

View attachment 4771559

View attachment 4771560

In a way, I don't really mind, it means I won't notice half so much when the first time I get clumsy with it myself comes. But other people might mind, so forewarned, eh?

*stomps off*

That is no good! I would be pissed if my tuners arrived like that. I hope that was resolved!

 

[IvanBassist]

To be fair, I don't get paid for my reviews but I do get to borrow the instrument for the duration of my review (I request a retail example). However, the act of borrowing the instrument counts as 'receiving payment' in Youtube's guidelines. I have to check the "paid sponsorship" box when uploading my video in order to stay compliant with those guidelines and avoid any trouble even though I don't get any money or payment from G&L nor do I get to keep the bass.

+1. That box has to be shown even if you are not talking about a particular product, but the viewers can see it on screen.

for example: talking about an amp and using a bass that you got with an artist discount.

 

[TDR1138]

I've decided that I can be bothered telling you all what state the tuners on my Build To Order were in when it arrived:

View attachment 4771558

View attachment 4771559

View attachment 4771560

In a way, I don't really mind, it means I won't notice half so much when the first time I get clumsy with it myself comes. But other people might mind, so forewarned, eh?

*stomps off*

Yeah, I'd be upset with that.

Just for being the devil's advocate and for sake of clarity, did you notice that before the strings were changed? It wasn't something that could have happened when the bass was getting set up with the new strings?

 

[Chewy_B_i_T_s]

did you notice that before the strings were changed?

The QC department if fully capable of sending it out like that. I never shared it here before, but this is what my neck joint looked like on my build to order empress JB5 I received in September 2020. It kind of looks like the tool they used to counterbore the holes was contaminated with something that repelled the paint. I complained and received an offer of a nice discount on a new USA or Tribute bass. I haven't availed myself of it yet. Hmmm, I wonder if there is a time limit on that offer.

 

[jglunt]

I have to admit that I've never bought a new G&L except for B-stock Tributes from their online store. I can neither afford nor justify paying that kind of money for a bass. But the used basses that I buy, even online, have never had the issues these built-to-order basses I'm seeing here have. I feel for you all. If I spent that kind of money on a bass, I'd be more than a little angry. Then I'd be even more angry if I couldn't get any response about making it right. The only work I've ever had G&L do for me is to make a new neck for my '07 MIA SB-2. It came out perfectly. I feel for you who have had these problems.

 

[Iridescentone]

Full disclosure:

View attachment 4771525

IMO, the one thing this thread is not in need of is us cutting G&L yet more slack

Yeah there's no denying that G&L has service issues, the testimonies on TB alone prove that. It also comes off as a bit disingenuous to hear from apologists who may be getting preferential treatment from G&L, such as endorsing artists, sponsored artists, or professional reviewers, who by default are going to be reluctant to bite the hand that feeds them (think: Bass Player mag gear reviews, e.g.).

How to account for all the TB posts from the many customers who haven't had service issues with G&L?

Simple answer; Even companies with the worst service reputations don't screw the pooch every single time. But they do it often enough to earn themselves a less than stellar reputation over time. It appears to me that's what is happening at G&L lately.

It doesn't seem fair to heap the blame on dealers, either. There are some very good G&L dealers around, no one doubts that. But buying a new G&L from a big box store and expecting follow-up service re issues covered under warranty, seems unrealistic.

Or...

G&L has a 10 year, soup-to-nuts warranty with their USA guitars for the original purchaser. If, a few years down the road an issue pops up that's covered under warranty, would anyone really expect the original dealer to handle the claim (provided they're even still in business)?

At that point you're dealing directly with G&L, specifically Memo Romero, who has been the service honcho at G&L since at least 2003 that I know of for sure, and likely longer. In my experience it's been hit or miss with Memo re returning emails or phone calls. Maybe he's overwhelmed with claims, dunno. If that's the case then maybe he needs some help. That would seem to be an upper management decision. Regardless, getting the runaround from him or anyone else over there can definitely be aggravating. It doesn't exactly inspire confidence in the company, either.

 

[jglunt]

Yeah there's no denying that G&L has service issues, the testimonies on TB alone prove that. It also comes off as a bit disingenuous to hear from apologists who may be getting preferential treatment from G&L, such as endorsing artists, sponsored artists, or professional reviewers, who by default are going to be reluctant to bite the hand that feeds them (think: Bass Player mag gear reviews, e.g.).

How to account for all the TB posts from the many customers who haven't had service issues with G&L?

Simple answer; Even companies with the worst service reputations don't screw the pooch every single time. But they do it often enough to earn themselves a less than stellar reputation over time. It appears to me that's what is happening at G&L lately.

It doesn't seem fair to heap the blame on dealers, either. There are some very good G&L dealers around, no one doubts that. But buying a new G&L from a big box store and expecting follow-up service re issues covered under warranty, seems unrealistic.

Or...

G&L has a 10 year, soup-to-nuts warranty with their USA guitars for the original purchaser. If, a few years down the road an issue pops up that's covered under warranty, would anyone really expect the original dealer to handle the claim (provided they're even still in business)?

At that point you're dealing directly with G&L, specifically Memo Romero, who has been the service honcho at G&L since at least 2003 that I know of for sure, and likely longer. In my experience it's been hit or miss with Memo re returning emails or phone calls. Maybe he's overwhelmed with claims, dunno. If that's the case then maybe he needs some help. That would seem to be an upper management decision. Regardless, getting the runaround from him or anyone else over there can definitely be aggravating. It doesn't exactly inspire confidence in the company, either.

Well said.

 

[LowEndLobster]

True, but this wasn't an inquiry about a warranty issue - it was a question (which still hasn't been shared with anyone). I totally agree that if there's a warranty issue, one should reach out to the manufacturer first to get the issue rectified. No one is saying otherwise. For just a question? Going right to the operations manager of the manufacturer? I think there are more appropriate avenues to go by here instead of multiple calls and emails to one dude. I think for general questions about a product, the internet as well as the vendor (depending on the vendor) are great resources.

Edit: Car analogy (obviously not apples to apples but it gets the point across)- If you purchase a new car and have a question about it, do you call the operations manager of the factory? No. You have a user manual, internet resources, and the dealership as the first lines of support.

 

[jglunt]

G&L has a 10 year, soup-to-nuts warranty with their USA guitars for the original purchaser. If, a few years down the road an issue pops up that's covered under warranty, would anyone really expect the original dealer to handle the claim (provided they're even still in business)?

At that point you're dealing directly with G&L, specifically Memo Romero, who has been the service honcho at G&L since at least 2003 that I know of for sure, and likely longer. In my experience it's been hit or miss with Memo re returning emails or phone calls. Maybe he's overwhelmed with claims, dunno. If that's the case then maybe he needs some help. That would seem to be an upper management decision. Regardless, getting the runaround from him or anyone else over there can definitely be aggravating. It doesn't exactly inspire confidence in the company, either.

I get the impression that, besides customer service, Memo does a lot of other jobs at G&L, including some of the actual building. I don't even know if customer service is his main job, but from the consumers' end, he's the guy. And if it's not his only job or at least his main job, then G&L only has a part-time customer service department, which is insane. To his credit, every time I have spoken to him on the phone, he has been kind and cheerful. I think G&L's main problem is they're trying to market worldwide with way-to-few people. But they seem to have no ambition to grow any larger than they are, so what is their motivation to improve? I'm with Templar...get Memo some customer service help, and make it full time help!

 

[TDR1138]

True, but this wasn't an inquiry about a warranty issue - it was a question (which still hasn't been shared with anyone). I totally agree that if there's a warranty issue, one should reach out to the manufacturer first to get the issue rectified. No one is saying otherwise. For just a question? Going right to the operations manager of the manufacturer? I think there are more appropriate avenues to go by here instead of multiple calls and emails to one dude.

Fair point, and one that I had overlooked initially when reading that he was trying to reach Memo. I would agree, general questions aren't Memo's department. And I've been into G&L when Memo was actually working on things, so he doesn't just sit in front of the computer waiting for emails…

I won't deny that G&L has had some QC issues, but I've seen plenty of issues with other brands, from Fender to Gibson to Ibanez and so on. No company is impervious to manufacturing defects. For the experiences that I have had, G&L has done the right thing and corrected them, two separate times/instruments. Once recently and once about 15 years ago. I will admit in both cases, the resolution took a bit longer than I would have preferred, but in the end, both times I was ultimately satisfied in the end.

Edit: my $0.02 is that Dave McLaren spends a lot of time on fun projects that, while they make for good social media fodder, might distract a bit from him having a more watchful eye on what's going out the door.