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Is Modulus still in Business?
- Thread starter Baird6869
- Start date
- Status
True, they SHOULD. But they don't.
I got a VoiceMail box, and no return call. Apparently, they didn't need/want to talk to me.
It happens.
If I'm GC and want to order 100 Units; I'll get a call-back I'm wagering!
And therein lies the rub. They post contact info, but don't respond. *IF* I wanted a Modulus, I would have no problem going through a dealer. There are plenty of companies out there that list authorized dealers in lieu of direct contact information. Modulus putting contact info up and not returning calls is a bad on them.
And back to the problem of the OP - it's not a matter of him having to wait too long - it's a matter of the last communication he had from them said they would be shipping his bass back to him within the week. Over a month ago and since then -- NOTHING, no returned calls or emails. There is no other way to spin that. Bad business.
Patience is a virtue. If you want a bass fixed, find a good tech. They're out there. If you want a custom bass, find a small custom builder who will deal directly with you. Mike Kinal and Linc Luthier come to mind. If you want a custom Modulus, Fodera, or whatever, go through a dealer and stop whining and bad mouthing them. A dealer will refund your money or apply it to a different instrument. Modulus is obviously swamped. I'm sure they're not trying to intentionally tick anyone off. Cut them some slack, they'll make it right. I'm sure they have no intention of losing business, but they may be trying to only take as much business as they can handle. My tech told me he lost $800 the other day on a repair. You never know what can go wrong when you're fixing something as fragile as instruments. One problem can lead to another. That can make it tough to make a profit, and no profit makes it hard to keep the lights and phone on. They'd probably rather build and sell instruments than deal directly with demanding bass players, and as Jacqou said there's 180,000 of them on this site alone. I doubt they have time to keep everyone happy all of the time. Be patient! I've had basses that took nearly three years to complete...
Speaking of fanboys! The 'divas' you refer to are one extreme. You appear to represent the other extreme - love a brand so much that no amount of abuse will deter you. A religious devotion.
By all accounts Modulus seem to fail at basic customer service. I for one would be looking elsewhere if a company outright ignored me.
Some people don't seem to get the actual issue at hand. It's not about patience or being a diva or any of the other BS - the OP was *told by Modulus* that his bass was going out the following week. More than a month later and they won't return calls or emails. Maybe he could have found a local tech, maybe not - that's not the point. He sent it to Modulus on good faith - he was patient - he has waited a quite a while, then they told him something that wasn't true, now they won't respond to him. To top it off their phones are not working (you can call the main number and get the auto-attendant, but all transfers deliver the message that the service is not available).
Anyone that thinks that it is OK for Modulus (or any other company) to treat someone like they have the OP is simply out of their mind. Again, from a legal standpoint, the OP has recourse he could follow at this point, should he wish to go that route.
Again, if Modulus doesn't want to deal with the general public on a regular basis, that's fine - that's their decision, but this isn't that case.
Anyone that thinks that it is OK for Modulus (or any other company) to treat someone like they have the OP is simply out of their mind. Again, from a legal standpoint, the OP has recourse he could follow at this point, should he wish to go that route.
Again, if Modulus doesn't want to deal with the general public on a regular basis, that's fine - that's their decision, but this isn't that case.
I have no complaints. Love the company. The basses are truly a work of art. Can't say enough about Joe. Anything I've needed (repairs, upgrades, neck adjustments, bass builds) he's taken care of for me personally. Sorry to hear others having problems. Modulus till I die 
My two boutique basses are a custom Alembic and a "stock" Modulus Q6. When it came to my Alembic, I knew exactly what I wanted, and ordered it through a dealer. There were only two specs (piece of top wood and peg head style) that I needed to communicate directly with Alembic on. We did, quickly and efficiently. After that, I got out of the way and let the artisans do their work.
There clearly is a balance on how responsive a luthier should be with the product they are making for you. IMO, the hand holding through the entire process is clearly excessive. However, not communicating at all with your customer is not cool either.
I hope Modulus will remain a viable business. I really like my Q6 and hope many more bassists can enjoy making music with their basses.
Bones
There clearly is a balance on how responsive a luthier should be with the product they are making for you. IMO, the hand holding through the entire process is clearly excessive. However, not communicating at all with your customer is not cool either.
I hope Modulus will remain a viable business. I really like my Q6 and hope many more bassists can enjoy making music with their basses.
Bones
The OP - pretty plain that he has been screwed - when a company TELLS YOU that they are shipping the bass the next week, then after that won't return calls or emails, yeah, he's getting screwed, and since them telling him that could constitute a verbal contract, legal action *could* be taken for breach of contract. Enough time has passed without any contact that abandonment could also be applied. Law suits have been won for millions over less than this.
Good point.
In any case, nobody is suing anybody. i just want my bass fixed and returned. I am obviously concerned with this happening, hence why I initiated this thread.
Your concern is not unwarranted. And I never thought you would actually turn to legal action (unless things got really out of hand) just pointing out that what they are doing to you, or other customers in your position, *could* potentially land them in legal hot water - the key is that they possess an item that belongs to you and made promises that they didn't keep, as well as the non-communication - that's not acceptable business practice from any company.
edwinhurwitz
Supporting Member
And it happens. I lost a pair of 6 string pickups when Lane Poor went under. I never sought a legal solution because I had compassion for Lane, but if it had been someone else I might not have been so understanding. I know that's only a few hundred dollars, but still, a lot of us working musicians don't make huge bucks.
Sheesh, who invited the Modulus employee?
Seriously though, to the OP, I deeply sympathize with your situation. I've been stuck in a similar situation with a company holding a piece of gear for repairs well beyond the claimed date of completion and keeping entirely out of contact. Being behind on a work/repair order is nothing out of the ordinary, but the customer SHOULD BE CONTACTED IF/WHEN A DELAY OCCURS AND THE BUILDER/TECH/COMPANY/etc. SHOULD KEEP THE CLIENT INFORMED ON THE ESTIMATED COMPLETION TIME.
Come on guys, the OP is not being unreasonable. He isn't banging down the Modulus doors 24/7 demanding to see "progress pics" and the like. He sent a bass in for repair work, they gave him an approximate time, it is now month(s) beyond the ETA and he still hasn't received his bass or any word from Modulus about its status. A delay is acceptable, but they should have contacted him if a delay occurred, and their inability to answer 1 of the many repeated phone calls and emails is simply unacceptable (and in my mind, borderline criminal).
Here's a hypothetical to help explain his situation better:
You take your car to a (mechanic, repair shop, body shop, whatever) and they give you an estimated completion time of 2 weeks. 3 weeks have passed and not only is your car not completed, but they haven't called you, nor do they respond to phone calls/emails. Most people would be on the verge of legal action.
The last part isn't even the case with the OP. He's not slamming the company, nor is he demanding compensation. He just wants to know where his bass is, and when he might see it back. He didn't start this thread to bash Modulus, only to voice a perfectly reasonable concern and to ask whether or not the company might be going under. Considering the economic climate and their behavior toward him, these were/are perfectly legitimate concerns.
Seriously though, to the OP, I deeply sympathize with your situation. I've been stuck in a similar situation with a company holding a piece of gear for repairs well beyond the claimed date of completion and keeping entirely out of contact. Being behind on a work/repair order is nothing out of the ordinary, but the customer SHOULD BE CONTACTED IF/WHEN A DELAY OCCURS AND THE BUILDER/TECH/COMPANY/etc. SHOULD KEEP THE CLIENT INFORMED ON THE ESTIMATED COMPLETION TIME.
Come on guys, the OP is not being unreasonable. He isn't banging down the Modulus doors 24/7 demanding to see "progress pics" and the like. He sent a bass in for repair work, they gave him an approximate time, it is now month(s) beyond the ETA and he still hasn't received his bass or any word from Modulus about its status. A delay is acceptable, but they should have contacted him if a delay occurred, and their inability to answer 1 of the many repeated phone calls and emails is simply unacceptable (and in my mind, borderline criminal).
Here's a hypothetical to help explain his situation better:
You take your car to a (mechanic, repair shop, body shop, whatever) and they give you an estimated completion time of 2 weeks. 3 weeks have passed and not only is your car not completed, but they haven't called you, nor do they respond to phone calls/emails. Most people would be on the verge of legal action.
The last part isn't even the case with the OP. He's not slamming the company, nor is he demanding compensation. He just wants to know where his bass is, and when he might see it back. He didn't start this thread to bash Modulus, only to voice a perfectly reasonable concern and to ask whether or not the company might be going under. Considering the economic climate and their behavior toward him, these were/are perfectly legitimate concerns.
We don't live in the 1950's anymore, companies that don't adapt simply wont be. Period.
edwinhurwitz
Supporting Member
I'm not sure what you mean by that. Lots of companies went out of business in the 50s for not adapting and plenty of companies that don't adapt or otherwise follow good business models are thriving today (witness Wall St. bailout). But this is a digression. Until further information comes out, all we're doing is speculating. I have a pretty good feeling about it because regardless of who's running it, Modulus will survive because the brand is too valuable to be simply abandoned. Who knows, maybe another high profile artist will step in to help out. But again, that's mere speculation.
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