Has anyone had a sub-par experience with Elixir's support?
A year ago I contacted their customer support group because one of their strings started shedding the nano coating. It looked like cottonwood fuzz around the string. I broke out another new set and pulled a string from that set.
I wrote them explaining the issue asked for a replacement string and even offered to send them the defective string so they could examine it. They agreed to send a replacement set as soon as things cleared with the Covid restrictions.
I heard nothing. So I checked in with them once in May and then in October. All I got was the same explanation namely Covid, with an added "supply chain" problem. They even upped the ante by promising to send me 2 full sets for my trouble. I just wanted a string to put back in the package and was still willing to give them the opportunity to see the defective one.
A full year has gone by, nothing has been sent and so I've decided to move on. I wrote them one last time, said they could take me off their list and told them I have replaced the set on my bass and would be discarding the spare 3 strings in the new package I had to open.
Now I understand the Covid issues, the supply chain deal, and maybe they had even staffing issues at the plant. But if Elixir's competitors are all busy making and distributing strings without issues, then why are these folks struggling?
My disappointment is not in the product but how they placated me without being real about it. I understand lots of businesses are struggling and I don't ever want to be thought of as placing unrealistic expectations on them. I waited for a full year and was not a pest.
My only wish was that they had just told me that they had no clue when or if they would ever be making these strings again. I would have moved on earlier and not kept track of this one. And yes... I've expressed this much to them already.
You can be the cat's meow in your business category. But poor customer communication and support will sink that ship every time. Sadly I'm no longer and Elixir customer.
A year ago I contacted their customer support group because one of their strings started shedding the nano coating. It looked like cottonwood fuzz around the string. I broke out another new set and pulled a string from that set.
I wrote them explaining the issue asked for a replacement string and even offered to send them the defective string so they could examine it. They agreed to send a replacement set as soon as things cleared with the Covid restrictions.
I heard nothing. So I checked in with them once in May and then in October. All I got was the same explanation namely Covid, with an added "supply chain" problem. They even upped the ante by promising to send me 2 full sets for my trouble. I just wanted a string to put back in the package and was still willing to give them the opportunity to see the defective one.
A full year has gone by, nothing has been sent and so I've decided to move on. I wrote them one last time, said they could take me off their list and told them I have replaced the set on my bass and would be discarding the spare 3 strings in the new package I had to open.
Now I understand the Covid issues, the supply chain deal, and maybe they had even staffing issues at the plant. But if Elixir's competitors are all busy making and distributing strings without issues, then why are these folks struggling?
My disappointment is not in the product but how they placated me without being real about it. I understand lots of businesses are struggling and I don't ever want to be thought of as placing unrealistic expectations on them. I waited for a full year and was not a pest.
My only wish was that they had just told me that they had no clue when or if they would ever be making these strings again. I would have moved on earlier and not kept track of this one. And yes... I've expressed this much to them already.
You can be the cat's meow in your business category. But poor customer communication and support will sink that ship every time. Sadly I'm no longer and Elixir customer.
