I called them with an issue I had on four packs of Black Beauties - sent in the remainng packs as they requested - never heard a word again..... so good to hear some people have had far more positive experiences....
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Great DR customer service experience
- Thread starter fishinmuzician
- Start date
I just sent them an email about my broken .125 at 8:44am today. They just replied at 10:10am today about sending me a free replacement string.
A little over an hour to respond to an email, not too bad. Not too bad at all...
A little over an hour to respond to an email, not too bad. Not too bad at all...
Why shoud I drill my bass, buy a new bridge, alter the sound of my bass by using a "string to body" bridge that I never liked, just because the strings I use exclusively for the last ten years, have a issue?
I appreciate your input but your suggestion is ridiculous.
Pedro
Yeah, I wouldn't do it either...
I almost wonder if the string would be too short after doing that anyways. The body is over 1" thick, and if the string were any shorter than that you'd have the thick out wrap sitting on the wrong side of the nut...
From an interview with Roger himself...
What are your thoughts on thru-body stringing?
I dont think it makes any difference whatsoever, and I think that it just makes buying strings complicated.
Settle down. All I said was that *I* would do it (and DID do it to my Brubaker Brute...with the existing bridge). That does not mean you have to do it. If I had a Sadowsky I'd change bridges anyway if it uses one of those 'yank the string through the little hole' designs. Hipshot is your friend.
And you never answered...is your bass 35" scale?
I string up a couple of dozen basses with DR Fat Beams and four fretlesses with DR Sunbeams. Switched over to DRs not long after Fat Beams were introduced and so far I've had one B string break right out of the pack, that's the only issue and I didn't contact them about it. Overall I'm extremely happy with their strings and get asked about and recommend them on a regular basis. Once people hear and/or play them on my basses most switch. Can't say I blame them
For me they have the best string. Period.
I just had this issue this year, and I was obligated to use other brands, and I miss my DR sound.
That's why I'm bringing this subject here on public. And I still don't get an answer.
I e-mail them this morning (again), this time without attachments, and no answer.
Pedro
I just had this issue this year, and I was obligated to use other brands, and I miss my DR sound.
That's why I'm bringing this subject here on public. And I still don't get an answer.
I e-mail them this morning (again), this time without attachments, and no answer.
Pedro
Nothing but positive things to say about DR here. I've used probably hundreds of sets of various manufacturers' strings over the years. Bass, mandolin, 12 string - I've broken the best of strings on the best of instruments - it happens. Play like you mean it and s*** happens. What I like about DR are the people and the product isn't bad either. What they make stacks up against anyone else's plus they have some novel ideas.
I'm a big consumer of Hi-Beams as I dig how they sound and how long they last. I've been stringing up 5-6 basses a month for years. I've had 2 bad strings out off around 5 kagillion sets. Both times DR replaced them straight away. Although the last time, I received one lonely DR A string rattling around in a box that probably measured 12"x12"x3". Somebody in DR shipping wasted a bit of change on shipping.
Just quoting myself...
Complaint made at 8:44am on Monday.
Complaint received by DR and acknowledged by 10:10am that same day.
New pack of strings (I only asked for one string) received by me on Wednesday.
2 days to resolve the issue. Great customer service!!!
I've gotten back to DR Sunbeams after a hiatus on Elixirs, and man did I miss them. I guess I'm lucky, but I've played for 17 years, and except 3 years on Elixirs, I've been a steady user of Lo-Riders and now, Sunbeams. I've never had a reason to contact them. Knock on wood..
What email address are you sending it to?
Are you saying anything about being in another country, or does your email address reflect that?
Pedro...please send your email question to me and I'll help you ASAP. Sorry for the delay.
[email protected]
[email protected]
Thank you Anthony.
I just sent you an e-mail.
Hey bassgod0dmw!
I was sending to [email protected]
I'm from Portugal, but my e-mail account is an American one (Gmail).
Thank you all for your help.
Cheers,
Pedro
I just sent you an e-mail.
Hey bassgod0dmw!
I was sending to [email protected]
I'm from Portugal, but my e-mail account is an American one (Gmail).
Thank you all for your help.
Cheers,
Pedro
Update:
I just had a reply from Anthony (DR Strings)and he's going to help me with my problem.
Thank you Anthony, DR and Talkbass community.
Cheers,
Pedro
I just had a reply from Anthony (DR Strings)and he's going to help me with my problem.
Thank you Anthony, DR and Talkbass community.
Cheers,
Pedro
Anthony, the delays were not part of a postal strike as this problem happened back in January/February of this year. The strings were a set of 6 string Black Beauties (BKB6-30) purchased through JustStrings.com, and the B string was missing from the pack when they arrived on January 29. I contacted Jim at JustStrings and he said to call DR. they will send out a replacement string to me. The first person I spoke with at DR. on Tuesday, February 1(I did not get his name) spent most of his time questioning me why I was not buying my strings through a Canadian dealer instead of JustStrings.com? I explained as nicely as I could that it was none of his business, but I would like DR to make good on the missing B string. He assured me that "DR has excellent customer service" and would send out a replacement right away.
Over two weeks went by and nothing arrived. I know from experience, that it takes 7 to 10 day max to get packages shipped from the US to my front door, but I wanted to be patient and not be a pain by calling too often. After 2 weeks I then called and spoke with Tony Pinheiro who could not confirm whether anyone had spoken with me or anything had been shipped to me. Again apologies and the statement that "DR has excellent customer service", but they only mail out to Canada once per week and he would make sure a replacement string would go out with the next shipment to Canada. I called back several weeks later and spoke with Tony again and he stated that they only ship once per week to Canada and he can't speed up the postal service. Finally the replacement string showed up 3 weeks later. When the package arrived I noticed it was postmarked by your local post office as being mailed 2 weeks after I spoke with Tony. So from what I can make out, the replacement string sat there at DR for 2 weeks prior to it being taken to the post office to be mailed. This would be about right as it takes 7 to 10 days to get a package from the US to my door, so three weeks in total after I called the second time. In total, it was 5 weeks to get a replacement for the string that was missing from my set.
I don't see how this is reasonable service never mind excellent service. I am not sure what the first person that I spoke with was on about in regards to buying from Canadian suppliers, but I am sure you have your reasons and those are none of my business. He obviously had an axe to grind, and did nothing in the way of sending out a replacement. Jim from JustStrings instructed me to contact you via the number he provided and I called you. I would have expected that the second call that I made to let you know that I still had not received a replacement would have caused you folks to step it up a notch and maybe ask one of the guys to drop a string in the mail on the way by the post office instead of waiting 2 weeks to do so. I am not judging, I am just saying that's how I would had stepped up to the plate after the original error occurred.
Either way, I wish you nothing but the best as you seem to have kept most of your other customers happy with replacing their defective strings so my experience with DR Strings must have been a one off. Here is where we stand, you lost part of my faith in your product when the package of strings showed up missing a string. You lost most of my trust when I called for a replacement and got grilled and nothing was shipped. You lost all of my future business when nothing was done for 2 more weeks after my second call. I don't even care about how good your strings might or might not have sounded on my bass, they are just not worth the run around.
Over two weeks went by and nothing arrived. I know from experience, that it takes 7 to 10 day max to get packages shipped from the US to my front door, but I wanted to be patient and not be a pain by calling too often. After 2 weeks I then called and spoke with Tony Pinheiro who could not confirm whether anyone had spoken with me or anything had been shipped to me. Again apologies and the statement that "DR has excellent customer service", but they only mail out to Canada once per week and he would make sure a replacement string would go out with the next shipment to Canada. I called back several weeks later and spoke with Tony again and he stated that they only ship once per week to Canada and he can't speed up the postal service. Finally the replacement string showed up 3 weeks later. When the package arrived I noticed it was postmarked by your local post office as being mailed 2 weeks after I spoke with Tony. So from what I can make out, the replacement string sat there at DR for 2 weeks prior to it being taken to the post office to be mailed. This would be about right as it takes 7 to 10 days to get a package from the US to my door, so three weeks in total after I called the second time. In total, it was 5 weeks to get a replacement for the string that was missing from my set.
I don't see how this is reasonable service never mind excellent service. I am not sure what the first person that I spoke with was on about in regards to buying from Canadian suppliers, but I am sure you have your reasons and those are none of my business. He obviously had an axe to grind, and did nothing in the way of sending out a replacement. Jim from JustStrings instructed me to contact you via the number he provided and I called you. I would have expected that the second call that I made to let you know that I still had not received a replacement would have caused you folks to step it up a notch and maybe ask one of the guys to drop a string in the mail on the way by the post office instead of waiting 2 weeks to do so. I am not judging, I am just saying that's how I would had stepped up to the plate after the original error occurred.
Either way, I wish you nothing but the best as you seem to have kept most of your other customers happy with replacing their defective strings so my experience with DR Strings must have been a one off. Here is where we stand, you lost part of my faith in your product when the package of strings showed up missing a string. You lost most of my trust when I called for a replacement and got grilled and nothing was shipped. You lost all of my future business when nothing was done for 2 more weeks after my second call. I don't even care about how good your strings might or might not have sounded on my bass, they are just not worth the run around.
Update:
Anthony (DRstrings) just sent me replacement strings.
Thank you DR and specially thank you to Anthony Corona for helping me out the best he could.
Cheers,
Pedro
Anthony (DRstrings) just sent me replacement strings.
Thank you DR and specially thank you to Anthony Corona for helping me out the best he could.
Cheers,
Pedro
