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Just spoke to Jeff - Genz Benz content

MichaelPatrick

MichaelPatrick

Jan 2, 2007
1,263
1,074
Des Moines, Iowa
#1
So, I'm in the process of getting a rack kit for the incoming Shuttle 6.0. I've had a GBE 600 in the past, which already had rack ears built in, but recently have been using my Eden WT400 head with my GB 212T cab.

So, after I can't find an online or local dealer with a rack kit in stock, I contacted GB directly. Got an email back from Jeff within the hour saying to call the shop and they could handle it directly.

So, over the noon hour, I called. Jeff answered. We've got it taken care of.

But, HOLY SMOKES...Jeff answered.

I'm not used to that level of customer service. I love GB equipment, but I've never thought that a guy like Jeff would be right there...answering the phones and stuff. Talk about commitment to the customer.

Now, I've been running Eden gear for a few years (about 5 or so) with a variety of amps and cabs. And I still have love for the golden box, but I'm planning to be loyal to GB.

So, that's it. Just a quick rave about an experience that totally caught me off guard...for the better.

Rock on, everybody! :bassist:
 
#9
Yup. I've talked to Jeff on a few occasions on the phone. Also talked to Denise who seems to do most of the office administration, and I've talked with Scott a few times in the tech department. I've had lots of communications with Andy and Roger, but never on the phone even though Roger gave me all his contact info ages ago. I remember once I had an issue with a speaker. I PM'ed hasbeen (Roger) who told me to contact Scott at the office. I called the office a couple hours later, and Denise transfered me to Jeff who had already been made aware of my problem by Roger. Everything was straightened out in no time.

Genz has figured out that communication is the basis for a relationship, and relationships are what they want to form with their users. I just hope they can make this type of interaction scale as they continue to grow! I think they have a good chance of doing just that.
 
#10
I found an interesting example that I think fits the discussion without going to far off topic. There is a business principle that shows that as an ad agency grows, they ultimately become less profitable because the super talented people end up near the top, and the end client has less time with those people. Its a size-efficiency principle. Ultimately, the end client decides that they can do better without the agency since they have far less face time with what they consider to be the real value of the relationship.

Its the same thing here. We love the brands that we love because of tangible things, like quality of build, price/value, etc. etc. But, what keeps us loyal are those intangible things, like the customer service, the direct contact with those who shape the products we use.

Company growth is a huge consideration for many businesses and I'm sure its a challenge for many of the builders we deal with on a regular basis. (Trying not to get off topic here...) Think of all of the manufacturers that get trashed by the uber-informed even on our board as they grow. The decision to keep up with demand leads to decisions on whether to build overseas and utilize cheaper labor...which ultimately leads us to believe that its less skilled labor.

While I love my old Eden stuff that was built in MN, I've got to wonder if I'd buy it from a place that feels a little too mass produced. With all of the advances in assembly line technology, its not that the products would be that vastly differing in quality, yet it feels more alien to us.

And that's not to rip on the foreign made stuff...its simply an example of the challenges these businesses face at the end of the day. I really respect the fact that a guy like Jeff still has time to take a call or answer an email. I would hope that GB and other companies that step up to the plate like that are able to be extremely profitable in the future without having to make tough business decisions that others see as cannibalizing their product lines.
 
#12
Amazing gear, amazing CS. I have used a variety of amps from SWR to Demeter to Eden and Genz Benz is the best. I just use a Shuttle 3.0-10T but I still got a replacement handle shipped to me in 2 or 3 days.

Someday I will justify and have a Max. What a great head.
 
#15
To be fair, I've spoken to David Nordschow of Eden many times when he was running the show at Eden as well.

People think that these companies are really big, but Eden at the time was maybe a dozen guys. When I worked for Coda (became Make Music, makers of Finale notation software) we were at 25 people, we may have ended at around 50 when I left.

Most of these companies have a half a dozen people and work on very thin margins. They have the personal touch because there's no bureaucracy for you to get caught up in - everybody wears a lot of hats.

Many of the employees could be better paid if they worked outside the music industry - my pay jumped 56% when I left Coda. They are there because they have a passion for what they do.

KO

BigLoopDuke said:
So, I'm in the process of getting a rack kit for the incoming Shuttle 6.0. I've had a GBE 600 in the past, which already had rack ears built in, but recently have been using my Eden WT400 head with my GB 212T cab.

So, after I can't find an online or local dealer with a rack kit in stock, I contacted GB directly. Got an email back from Jeff within the hour saying to call the shop and they could handle it directly.

So, over the noon hour, I called. Jeff answered. We've got it taken care of.

But, HOLY SMOKES...Jeff answered.

I'm not used to that level of customer service. I love GB equipment, but I've never thought that a guy like Jeff would be right there...answering the phones and stuff. Talk about commitment to the customer.

Now, I've been running Eden gear for a few years (about 5 or so) with a variety of amps and cabs. And I still have love for the golden box, but I'm planning to be loyal to GB.

So, that's it. Just a quick rave about an experience that totally caught me off guard...for the better.

Rock on, everybody! :bassist:
Click to expand...
 
#17
synaesthesia said:
Well the economy's slow... someone's got to answer the phone.... sure beats swatting flies...
Click to expand...

Actually, things are too busy to bother with swatting flies. somebody has to work on the new product we will be introducing this new year... ;)
 
#20
GB Customer Service is unparalleled.

I really love the clean punchy-ness of my old NeoPak and looking forward to eventually upgrading it to a ShuttleMax 12.
Click to expand...

About the only mistake they make is that their products are so good :D
I have a NeoPak and feel no need to replace it. I will be playing through that head for quite a while to come.
 

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