Now this isn’t some sort of horror story, it’s more of an apathy story. Here’s the tale: Decided I wanted another Kiesel guitar. I have an 8 string that they built for me. Wanted a 6 string version of the same thing. My first experience, around 2016, was very good. Their rep, Chris, worked with me, helped me spec it, I pulled the trigger, guitar arrived on time and exactly as ordered. Great transaction, no issues. Fast-forward to 2020. I follow Kiesel, and Jeff, the owner, in his promo videos, always says “call my guys”. Not “email my guys”, but “Call” them. And last time, it seemed like that was the preferred method of contact. So I called. Got a different salesperson. A guy named Mike. Here is how the call went. “Hey, I wanted to talk to you about a build.” “Cool” …long silence “So, yeah, I have it all specced out for what I want, can I just run it down for you?” “Actually, just put it in an email and send it to me” “Really, cause I know exactly what I want and can tell you right now” ... long silence Me: “Ok. What’s your email” He gives me his email Me: “Well, anyway, since I have you on the line, you sure it wouldn’t make sense to just give you the specs now? I know exactly what I want. Jeff is always like “Call my guys, haha.” Long silence… “Ok, so I guess just send you and email?” “Yes” “Ok, thanks” So, that’s not too bad. But honestly, his tone was sort of take it or leave it. It wasn’t like he seemed busy. Just like he seemed like he did not give a crap, and sort of wanted me to know that he didn’t give a crap. Now, the build I’m looking at is $2,500 or so, so it’s not chump change. Also, I’m not a pain in the neck. I know what I want, and once specced, would have pulled the trigger. Anyway, I shrugged it off and sent him an email. A little while later I got a “recipient’s mailbox is full” bounce notice. The bounce notices continued every few hours for I think 48 hours, and after that it times out and stops trying. I wait a week or so, thinking maybe it got through, and no response comes. I start thinking about the apathetic attitude and decided to do some googling and see if there is anything online about their service. Maybe I got lucky. Or maybe it’s downgraded. Or maybe I just caught somebody on a bad day. Anyway, I found a few long threads complaining about this guy, saying he’s kind of a douche, and that the way to go about it is call Chris, the other salesman, and my first guy. So I do that. Chris is super nice, remembers me, looks me up in the system, and puts my build together in real time. I had one question that he had to follow up with me on “Can you do a <particular wood type> top?”, and he hits me back with the answer a little while later. I had one follow up question, asking what he would recommend, weight-wise, between three top options. He wrote back with an answer. I write something like “Cool! Let’s spec that then. Thanks! Can’t wait!” I had planned to put a downpayment as soon as the spec sheet came to me. But instead of a response, I start getting “mailbox full” bounce notices again. Send another email after they time out. Mailbox still full. This went on for a few days. Waited a reasonable time to see if maybe they did get through, and no follow up happened. I then IM him on his facebook page. Normally I wouldn’t do that, but he has his FB listed in his official contact information, so figured it was ok. Told him “hey, just wanted to respond here, since your mailbox appears to be full. Let’s go with the <suggested wood type> top and spec that out.” I was ready to pull the trigger as soon as I heard back. No response on any channel. It’s been a week now. I’m sort of like what the hell? Do you not want my money? If this is the way you treat me before the sale, when you don’t yet have my money, how will you be after, when there is no incentive at all? Anyway, all-in-all, I have spent 2+ weeks or so trying to give these guys $2,500 for a guitar. First guy seemed like he didn’t give a rats ass, and wanted me to know that he didn’t give a rats ass. Second guy was very helpful, but never followed up. And they appear to have a crappy email system. Again this isn’t some nightmare. And yeah I can follow up with another call. But now I’m thinking, why give a company that kind of money when they don’t seem to want it? Question1: Do you think this is normal/fine/acceptable? Question 2: Would you continue trying to chase them down to give them $2,500 after this experience?