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my experince with Zon (so far)

#41
Gard said:
And the Bartolinis, who are WONDERFUL people and make killer pickups and preamps, can be a bit tough to get ahold of sometimes. We make it a point to order months in advance of our needs to be sure we have stuff when we need it.
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At the risk of being accused of generalizing, yet another example of how the musical instrument business treats it's customers (as pointed out by another poster above).:hmm:
 
#43
D.A.R.K. said:
i thought i'd comment on the communication factor...
i ordered a zon legacy 6 in green 12 years ago, had the same problems, and cancelled my order after two months past deadline.
i would be willing to pay the extra it would cost on any instrument for these manufacturers to properly staff their businesses.
ken smith(however quirky he is) is a perfect example of someone who's business is run properly. his instruments are in the upper tier price-wise(and worth every penny), like the instruments mentioned in this thread, but he or his staff will call you or answer your query via e-mail usually in the same day.
i can say the same thing about ns design instruments.
i had problems with both, but the service has made me a die-hard customer who will continue to use both of these instrument builders.
doug
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Dude, I am *so* with you on this. We're not talking in this thread about entry level equipment or anything. I can understand the need to produce a product that is affordable but this is not what we're discussing. For that you have SX. We're talking about high-end, expensive, custom built stuff.

Take houses for example. If you buy a house for $******* (insert a number that reflects a basic entry level home in your area) than I think you will expect some compromises. For example, in my area there are builders who advertise "the most square footage for the $". Of course, there's no 15 piece crown moulding in the dining room, granite countertops, or restaurant grade stainless steel appliances, but you do get a lot of square feet for not a lot of money.

Now think of the custom home market. The most expensive homes in your area. Those nice elements that are not found in the entry level are there, and the people who buy those houses are willing to pay the freight.

My anology may not be the best but hopefully you get the point. If, having done my research, I learned that I could buy a $2000 bass from a luthier who might jerk me around for a year but would produce a top quality instrument when I finally received it, (one that I had major GAS for and had to have :D ) and you told me I could pay an additional-- I dunno, let's say 15 or 20%-- and be 100% guarnteed to have it delivered on-time (in my case 3 months), I'd shell out the $300 to $400 and get on with it.
 
#44
hee hee...i had a pretty silly experience with zon...i emailed them about getting my sonus special 5 refinished...after a few days, i emailed them again...and waited for a few days...then i called and got the answer to my question...a couple of months ago (13 months after my first email) i got an email response from the first email i sent them...i'm not sure i would've even bothered answering an email a year late...that just opens the flood gates for some negativity...i had forgotten all about it! but i would buy another zon again in a hearbeat
 
#47
Why does a company want to participate in a trade show to increase sales and public awareness when it can't respond to it's current level of business?
An increase in orders can only compound matters. A high level of customer service preceeds success. Doesn't it?
 
#50
eots said:
Why does a company want to participate in a trade show to increase sales and public awareness when it can't respond to it's current level of business?
An increase in orders can only compound matters. A high level of customer service preceeds success. Doesn't it?
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I couldn't agree more.

To be fair to Zon though, there are MUCH worse stories out there of abuse by other luthiers. They are late, but I do believe that it's the Bartolini supply issue that's causing the hold up, and at least they're helpful when I'm able to get them on the phone.
 
#51
What I do find strange is how some builders do not want to return emails.
If I were building, I would much rather communicate by email at a time of my chosing, have all the details of the discussion in writing, and not have to interupt my work to take a call or have to return a call I missed.
 
#52
neptoon said:
hee hee...i had a pretty silly experience with zon...i emailed them about getting my sonus special 5 refinished...after a few days, i emailed them again...and waited for a few days...then i called and got the answer to my question...a couple of months ago (13 months after my first email) i got an email response from the first email i sent them...i'm not sure i would've even bothered answering an email a year late...that just opens the flood gates for some negativity...i had forgotten all about it! but i would buy another zon again in a hearbeat
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I think the reason your email was answered a year or so late was because Joe changed his email address right before the time he updated his site. The same thing essentially happened to me, and that was the answer that Joe had for me.
 
#54
jeffhigh said:
What I do find strange is how some builders do not want to return emails.
If I were building, I would much rather communicate by email at a time of my chosing, have all the details of the discussion in writing, and not have to interupt my work to take a call or have to return a call I missed.
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He's not building basses, but Jorg Schroeder is very busy and yet if you e-mail him he'll generally answer the same day and sometimes while you're still online.
Can't answer e-mail then hire an office helper just to hand out answers.
 
#55
That's a great example. A guy who runs a small shop, is very busy, produces a great product that a lot people want to have, but communicates well and provides good customer service. What a concept!

Akami's right. And there are plenty of examples besides Jorg Schroeder.

As buyers, we ought to seek out folks like that and do business with them. We alos ought to avoid the cats who behave like they're doing us a favor just to sell us something and we ought to shut up and accept what we get and when we get regardless of what was promised.

We vote with our dollars. If we cast votes for those who don't provide good service and act like they're doing us a favor to build an instrument, we can expect more poor customer service.

There are those who say that these guys are "artists" that can't be bothered by the distraction of actually talking to the unwashed hordes. IMO-- that's STUFF.

I'm thankful that we have TB as a source of first-hand info on who is and who is not a good source.
 
#57
A while ago I wanted to order some string sets from Zon. I wrote them, no replies, second time, a reply that they will answer me soon, third time no answer and so on... So I let the idea of ordering from them. I tought that time(and probably I am right about it) that they probably didn't want to take care with someone (a small fish) who just wants to order 3 or 4 sets of strings (so why not to put a minimum order quantity etc.). And you know all the big fish were small before.. And I see now that it could easily be the same thing if I would order a bass for thousands of dollars (so we can conclude that the issue is not about being small but being a fish :D )

Well I had the chance to try a Zon Hyperbass and it was one of the most shocking bass(in positive way) I've ever tried/played (and believe me hopefully I tried quite a good number of basses), a piece of art but I believe this customer service policy doesnt't befit a company of that degree of superior quality. It shouldn't be that hard to hire someone to take care about this communication issue. I wouldn't like to offend in anyway Mr.Zon nor his company, this is a friendly suggestion..

My little experience with Zon so far, has left a bitter taste..
 
#58
I hear ya' Mr M! You're right.

I don't want to offend Mr. Zon either. The thread (or may be it was just me:hmm: ) sort of got off onto the more general topic of customer service in the musical instrument industry.

Let me just say it one more time:

I'm not upset with Zon. My order was in mid-Oct of last year and the expected ship date was the end of Dec. They can be tough to reach, but when I have talked with anyone at Zon, they were courteous and helpful. I've been told the delay is a shipment of parts from another company (pickups from Bartolini), and I believe that.

That said, I'm tracking the production my Zon closely but politely. "You know it's true what they say about the squeaky wheel always geting the grease".:p
 
#59
Well I guess the Bartolini stuff finally came in. I received an e-mail on Monday(yes, contrary to popular TB belief, there are actually luthiers who can and do use e-mail:hiding: ). My new VB5 is complete and ready for shipment.

I didn't get the message until today (skiing in Utah!) but spoke to them by telephone this morning and made the payment of the balance due (50% + shipping). The bass should arive on Tuesday.:hyper:

I'll post pics and impressions next week.

Cheers!

Matt
 
#60
dunamis said:
Well I guess the Bartolini stuff finally came in. I received an e-mail on Monday(yes, contrary to popular TB belief, there are actually luthiers who can and do use e-mail:hiding: ). My new VB5 is complete and ready for shipment.

I didn't get the message until today (skiing in Utah!) but spoke to them by telephone this morning and made the payment of the balance due (50% + shipping). The bass should arive on Tuesday.:hyper:

I'll post pics and impressions next week.

Cheers!

Matt
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Remember, no pics and you gotta' give it to me. Don't make me PM you my shipping address... ;)
 

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