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Moses graphite any customer service problems

#22
Yeah I really don't want to do that but right now I am furious.. I typically don't like fret markers on the fret board period , just not into it .. Would it be justified to do a charge back , i just don't want any more hassle .. I emailed him about 3 hours ago saying that was what I was going to do because in my opinion he has ruined the whole look of the bass, and realistically i will be taking it in to a luthier friend of mine to see what can be done.
 
#23
Maybe politely request a new neck. Speaking from the point of someone who's done many repairs to instruments, I'd probably just make something new or offer to repay if I screwed up something like that. It's just the cost of doing business. Over the last 20 years or so, I've made a few big booboos that required a lot of sucking up, major repairs or replacement on my dime. It sucks, but if you want your customer to be happy and keep the word of mouth going, you just gotta do it from time to time. The worst ever was when I nearly wrecked a lovely gretsch guitar when my drill press threw it across the room. I ended up doing about a grand worth of repairs for him on my dime and he got his guitar back way, way later than quoted. That one still stings...
 
#24
Yeah, I wont speak to the delays and such as only you and him know the real story but I do understand that that kind of mistake can sometimes happen with the best businesses. I would allow the manufacturer the opportunity to make the situation right before you take more drastic action. Good luck. Sounds like a very frustrating situation but dont give up yet.

(I guess that helps explain why it might have taken longer to get back)
 
#25
Well now he is singing a different tune , he is being all apoligetic about this happening and is willing to make it right although he keeps going back to that the letter didn't state (don't add fret dots on the fretboard) although in my phone conversations with the man i didn't want any fret markers added and my letter stated exactly what i wanted done. and then he adds that the policy for his site states that fretted fingerboards come with fret markers unless otherwise stated. Trying to say it is my fault seems to be his bottom line.. Not to mention his lack of communication the whole time. (UNTIL I MENTION REVERSING THE CHARGES)) I WILL NEVER EVER BUY A MOSES NECK AGAIN IN MY LIFETIME..
 
#29
WardEarth said:
Mistakes happen. The man makes an excellent product and the price is reasonable. Everyone f@#%s up sometimes.
Click to expand...

+1

Have had stuff happen with amazon, musicians friend, ebay, everyone... And I only swore off ebay because it was the biggest hassle to get things done right.

If you're patient and don't get ballistic my experience is that most people will make things right because it makes sense from a business stand point (and not everyone is evil and out to get you, I do frown on counterfeit sites like trade tang thats a whole different story). When I file a claim I always talk well about the products and how I want to keep purchasing again and would like to resolve the issue in the best interest for both of us.

I only got conned on ebay and that was before paypal started covering 100% of the purchase price, and was blackmailed by buyers who wanted discounts threatening with negative feedback after they paid and got the items. I sell everything through TB now.
 
#30
A handful of years back, I too had similar dealings with Steve/Moses. My order was customized, so it was not something held in stock and here's what I dealt with.

1. Delay after delay/ timelines not held up. One example: End of June, Steve says it's going out "today" and gave me a tracking number. Beginning of August he's telling me his reasons why I hadn't received it yet.

2. I ordered a 3+2 headstock, but received a 2+2. I still cannot figure out how that mistake was made). As might be figured, I was quite clear on that note during the order process.

3. Because of the headstock mistake, I was to receive a check to reimburse me for shipping it back to them. I never received it and finally gave up. Not a big deal in itself for shipping a neck is not very costly, but because of the upgrades I asked for, I had already paid over $600 for the darned thing.

FTR, for visual appearance purposes only, I'd like to change over to a maple/ebony neck, but until that actually happens, I'm quite satisfied with my Moses, for it plays and feels very, very fine.
 
#31
Well this is just a hassle , I am trying to get a dispute, chargeback, and have to some how find a local luthier that has letterhead , write me a letter stating that typically a fret job does not include having fret markers put on the fretboard!! geez most of the guys i know that do guitar repair don't even have a card yet a letterhead on paper. and now that I looked at the neck again , (it is a 24 fret neck) and he only put fret markers to the 21st what a big dissapointment , even if i didn't have a problem with him dotting the fingerboard , he didn't even do it right.I think he might have came into the shop before his luthier finished and told him to stop as he knew this wasn't what I wanted , that would explain the missing 24th fret dots!!!
 
#34
you are correct ,i mean he has sent me emails all apologetic about the situation and says he can make it right and it will only take him a day to do it. I don't think that is even possible. along with the time frame it took on the neck in the first place. i don't trust him at all. I took it to a buddy of mine to see what he could be with the fret dots , and for abolone block inlays it will cost me 250.00 and he really doesn't want to even touch it, he just does not like dealing with phenolic fingerboards. so i am screwed
 
#35
I sent Steve my bass in November. I was told that it was a maximum of 90 days. Now with 90 days approaching, Steve will not return my emails and will not take or return my calls. I am getting ready to do a credit card reversal. I see that everyone has had the same issues with Moses. Seems like they should have a business manager to handle the customers and the rest to do the necks. What is anyone's take on my situation? Sounds familiar on this thread.
:rollno:
 
#36
johnnybass01 said:
you are correct ,i mean he has sent me emails all apologetic about the situation and says he can make it right and it will only take him a day to do it. I don't think that is even possible. along with the time frame it took on the neck in the first place. i don't trust him at all. I took it to a buddy of mine to see what he could be with the fret dots , and for abolone block inlays it will cost me 250.00 and he really doesn't want to even touch it, he just does not like dealing with phenolic fingerboards. so i am screwed
Click to expand...

i have inlaid a friends moses neck with abalone diamonds, it was really no different than doing any other board......
 
#37
Same story here. I inquired about a neck thru E-mail, crazy fast replies every time I asked a question. So, I placed an order, was told 4 weeks, cool. After, 4 weeks I send an E-mail to ask if my neck was getting close to being done, goes unanswered. So, I fire off another E-mail, again unanswered.
So, after another week I figure since I paid thru paypal I'll open a claim. He never even answered paypal back! So, after 10 days I had my money back, thanks paypal!
I delt with him in the 90's and didn't have any problems.
 
#39
So I just decided it would be funny to get a response from Moses on this one.

here is what I sent them:

"Just a heads up, with over 2000 views, this is not doing you guys any favors at all. figured you would want to know that you are sabatoging your own buisness. Talk bass consists of some of the best luthiers and bass players in the world. You might want to step up the customer service a notch.


here is a link to one of over 20 talking about your customer service or lack there of:\"

Moses's Response:
Cody:



Thank you for your Email. Yes, it is true that when a company contributes to a 4,000 sized dealer base, has an ongoing healthy demand generated by being Licensed by Fender, a business that continues to outlive it competitors, one that manufactures the greatest number of carbon graphite necks of any entity in the world, all while continuing to produce from OEM to retail parts for the classical stringed, bluegrass and electric communities, there will be a relative few misunderstandings between the parties involved. Yet indeed, watch for a magazine acknowledgement being awarded to Moses Carbon Graphite this March, stating that Moses CG is the most innovative bass company of 2014. We do urge players, individually as well as on both our website and Facebook home pages, to read all of the information provided in the Tech Info section of the site. The inclusions of this section clearly define what we offer, as well as ordering parameters. In an ideal world this would likely avoid at least some perceptions of a group that realistically may well never be satisfied anyway. However, the world is not an ideal place....


Wishing you good fortune and great playing."


Hmm...
 
#40
You know, thing is I get that sometimes stuff take a bit longer to manufacture. But, when you have time to answer inquires but, blow off people that have already paid that just doesn't sit we'll with me. I have been in the repair business for almost 20 years, and the one thing I learned is; people might not always like what they hear in regard to time line, they will generally be understanding, and accepting as long as communication is there. That's what he really doesn't seem to get.
 

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