Is there a DR Strings customer support ?

[goran]

This is more of a rant because at this point I don't expect any assistance, but I've tried every possible way to get in touch with them.

I got two defective G strings, two sets in a row. One was Pure Blues set, the other Fat Beams. G string couldn't be tuned - it was out of tune with saddle extended as far as it goes.

Initial complaint went well - they responded and promised to send replacement strings. Well, that was almost a year ago.
Since then, I contacted them multiple times - their online form, Facebook, here on talkbass, and emailing them directly. Only response I got was on Facebook when they gave me Anthony's email. I contacted him, but again no response.

I'm frustrated, and I just want everyone to know how unhelpful their customer service is.

 

[Dan_reeves]

Did you try calling them?

I wanted to order one of their DR shirts that they advertise in the string sleeves. I called and they answered right away.

 

[goran]

I don't live in US so I didn't consider that option. Good suggestion, thanks!

 

[ErikP.Bass]

I would be very surprised if they don’t make this right. I’ve never had any issues with their strings, or had to reach out for customer service, but given their attention to detail I’d be hoping for a good result. Please keep us posted as to the outcome.

I wanted to order one of their DR shirts that they advertise in the string sleeves. I called and they answered right away.

The ads in the sleeves tempt me every time! It really enhances customer experience. One day I’ll order one of the mats.

 

[Dan_reeves]

I don't live in US so I didn't consider that option. Good suggestion, thanks!

Ah, makes sense. Good luck!

 

[tom_t]

I understand that you tried to contact DR directly, right? But have you try to contact the place you got your defective sets from?
I also live outside of the US, and got once dead on arrival Lo Rider E. I contacted the store and all they asked me was to make sure it’s not twisted. It wasn’t so they sent me new free of charge E string.

 

[goran]

DR Support promised to help me so I didn't bother contacting the vendors, I think it's too late for that now.

 

[tom_t]

DR Support promised to help me so I didn't bother contacting the vendors, I think it's too late for that now.

 

[never-enough]

Their customer service worked great for me when I dealt with them a couple years ago.
This was the email address I communicated with them through:
[email protected]

 

[goran]

Yes, that's the email I got the first reply from. I sent a few more emails to the same address with no results.