Exactly. At this price point I'd expect everything to be perfect. Well except the setup. It still may need a tweak by the time it comes in but it shouldn't be as off as it sounds like the OP found it to be.
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New Warwick- Defective!!?!
- Thread starter NLBassist
- Start date
Exactly. At this price point I'd expect everything to be perfect. Well except the setup. It still may need a tweak by the time it comes in but it shouldn't be as off as it sounds like the OP found it to be.
Terrible way to treat a customer. My customers return stuff for the nit-pickiest things but I still pick up the shipping all directions.
Rubber washer below strap button? - most are felt or leather so the strap button can move a little.
Action - being so personal it should be finished locally. But should arrive playable at very least.
Nick in wood - some patient nag calls and threats of returning and you probably could have got a few hundred shaved off. Odds are you will chip it in the first week.
4 months - wow, that sucks.
Rubber washer below strap button? - most are felt or leather so the strap button can move a little.
Action - being so personal it should be finished locally. But should arrive playable at very least.
Nick in wood - some patient nag calls and threats of returning and you probably could have got a few hundred shaved off. Odds are you will chip it in the first week.
4 months - wow, that sucks.
Exactly why I would no longer deal with Warwick, even if I liked playing their basses (which I no longer do). Your expectations are perfectly reasonable and the fact that you're getting the runaround is shameful and totally unprofessional on Warwick's part.
Hi I am Florin Barbu, Warwick's forum admin, and I am well aware of this situation.
Being a bass player myself, I can perfectly understand the OP's frustration, but sadly, I think Marco is right!
At the end of the day, the DEALER takes your money, and he ships you a bass. The dealer makes most of the profit in this business anyway, with minimal investment, and almost no risks. All he has to do is check and setup the damn instruments before shipping them to you, it is THAT simple!
If the dealer finds a defective instrument, you never know it, he will tell you:
a) we don't have the instrument in stock anymore, we will contact you when it will be available again
b) we have one, but it is a bstock, and the price is XX
How he deals with the DISTRIBUTOR and with WARWICK germany it is internal business that should not concern you. you being involved in this internal discussion by the dealer, is bad taste...
I will say it again - the guy that took your money has to make you happy.
"The buck stops here" is an American saying, right?
I am a huge Warwick fan, because I never received a better service from any other brand in the world. This topic is full of ******** guys, try to solve a Fender Warranty in Europe, and see what this means... I wonder how many of you had an answer from Fender's CEO, I don't really know who that is, even if I sell Fender in my own shop. Try to complain about a Music Man bass on EB's forum, and you will be banned... (at least this was the case some years ago, I don't know now, I don't visit that forum anymore, or play MM basses for that matter.
Hans Peter Wilfer personally replies to most of the issues, and he really does care about the instruments.
But this is how this business works:
Warwick makes the basses, and sell them to US distribution.
For an US customer, Warwick Germany equal US distribution, they are the guys that should solve everything there... Warwick Germany cannot tai care of all the customers in the world, that's why this system with DISTRIBUTORS and DEALERS exists... Last time I checked, Warwick had 80 employees working in all the world, including the wood workers. That leaves really maybe 2-3 persons that can find about those issues? How can they take care of all the customers?
By sharing the profit with the distributors, and dealers.
Also the responsabilities.
I know very well your situation, and I personally consider that you were fair treated by us, so please remind me, where Warwick Germany failed to help you?
Cheers,
Flo
Being a bass player myself, I can perfectly understand the OP's frustration, but sadly, I think Marco is right!
At the end of the day, the DEALER takes your money, and he ships you a bass. The dealer makes most of the profit in this business anyway, with minimal investment, and almost no risks. All he has to do is check and setup the damn instruments before shipping them to you, it is THAT simple!
If the dealer finds a defective instrument, you never know it, he will tell you:
a) we don't have the instrument in stock anymore, we will contact you when it will be available again
b) we have one, but it is a bstock, and the price is XX
How he deals with the DISTRIBUTOR and with WARWICK germany it is internal business that should not concern you. you being involved in this internal discussion by the dealer, is bad taste...
I will say it again - the guy that took your money has to make you happy.
"The buck stops here" is an American saying, right?
I am a huge Warwick fan, because I never received a better service from any other brand in the world. This topic is full of ******** guys, try to solve a Fender Warranty in Europe, and see what this means... I wonder how many of you had an answer from Fender's CEO, I don't really know who that is, even if I sell Fender in my own shop. Try to complain about a Music Man bass on EB's forum, and you will be banned... (at least this was the case some years ago, I don't know now, I don't visit that forum anymore, or play MM basses for that matter.
Hans Peter Wilfer personally replies to most of the issues, and he really does care about the instruments.
But this is how this business works:
Warwick makes the basses, and sell them to US distribution.
For an US customer, Warwick Germany equal US distribution, they are the guys that should solve everything there... Warwick Germany cannot tai care of all the customers in the world, that's why this system with DISTRIBUTORS and DEALERS exists... Last time I checked, Warwick had 80 employees working in all the world, including the wood workers. That leaves really maybe 2-3 persons that can find about those issues? How can they take care of all the customers?
By sharing the profit with the distributors, and dealers.
Also the responsabilities.
I know very well your situation, and I personally consider that you were fair treated by us, so please remind me, where Warwick Germany failed to help you?
Cheers,
Flo
The US Distributor is the one giving the run around. That is who I was directed to deal with by multiple Warwick employees, and I regret that I followed there instruction in this matter.
It's very easy to say we have a 'representative', and that's who needs to handle, we have no part of it. ('Representative' was the term you've used on other forums in this matter). By definition, a representative is a person chosen or appointed to act or speak for another or others, in particular.
In other words, as you so perfectly put it 'Warwick Germany equal US Distributor'. They're actions in the matter is a direct reflection of Warwick Germany.
If they aren't acting in accordance with the standards of Warwick Germany, then it's up to Warwick Germany to intervene.
So let me get this straight..
The official US distributor for Warwick is free to lie and cheat its customers as much as it wants, and Warwick doesn't care at all?
Poor OP
The official US distributor for Warwick is free to lie and cheat its customers as much as it wants, and Warwick doesn't care at all?
Poor OP
I'd have demanded a full refund a long time ago and washed my hands of the whole mess. Went through a similar situation recently with a 4x10 cab. Was lied to for well over a month by everybody from the dealer on up to the manufacturer themselves. Cancelled my order and 3 days later received the cab from a different distributor. Hate it for you.
Perhaps the above statement sums up the whole entire issue.
Quite an intriguing response from someone representing Warwick. Is this the attitude of the whole company? This is making my Warwick vs. Spector purchase decision quite easy.
Yep, so bad it's comical. At this point they should give the OP his bass AND a full refund in exchange for his silence. This one post will cost them tens of thousands in lost sales and help fuel persistant legends of terrible Warwick service. Maintaining your good reputation is hard, recovering it usually impossible.
Exactly. And what company would be content allowing their foreign representatives to tarnish their reputation? I would guess one that doesn't really care. It just seems all too convenient for Warwick to be able to use distributors as a buffer in customer support matters. The point is that THEY make the basses. If their distributors are not detail-conscious enough to recognize flawed instruments then Warwick needs to acknowledge this and take care of the problem. As for them not having enough staff members to take care of customer support - what a lame excuse. That's like saying, "Oh, the reason your bass has an unfinished neck is that we don't have enough staff members". It's part of the job, plain and simple. Fender or Musicman having bad customer service is irrelevant.
From the Warwick website:"Every standard can be improved. Excellence to the last detail" Invalid Link Removed
This is supposedly a company that prides itself on excellence. They need to start living up to their own hype.
Actually IIRC, a full refund was the first thing offered to the OP, he has chosen to wait for another instrument, and yes, the delivery was delayed. There is always a solution for a situation like this, just the solution is a little harder to find on forums, and easier to find by calling the right person. And in this case is the US Distributor, which by my knowledge does a good job.
I am the Forum Administrator, I say "hello" when you register, and delete old threads. I don't represent Warwick in situations like that. I saw this thread, and knowing the situation from the inside, the statements here seemed unfair to me. But sure, you are free to believe different. There are hundreds of statements regarding Warwick service and Customer Service that are completely different, and as I told before, actually the reason I am a Warwickhead is the way I was treated when I was in trouble.
And I chose my instruments mostly for sound and playability, and ATM there is no bass to fit me as my streamer LX. Spector is a legend, and they make great instruments, but they don't really sound and play similar to Warwick basses, so I guess your decision process should start from testing, and choosing what sound are you after, and then do a little more research about Warwick's Customer service and then buy the instrument that makes you happy
But again, the reason the OP got this bass is because THE DEALER sent it this way to him. And the reason we are having this discussion on the forum, is because THE DEALER didn't solved the problem he had with the person that gave him the money.
The dealer only deals with the end user...
I am pretty sure that a friendly voice on the phone, and a partial refund, to take the bass to a local tech, and some free strings for the trouble (knowing that replacing the bass will probably take time), would've solve this problem, leaving the customer happy, and the nasty talk where they belong - between business people, later.
NLBassist, I am incredibly sorry you are in this situation...
The dealer only deals with the end user...
I am pretty sure that a friendly voice on the phone, and a partial refund, to take the bass to a local tech, and some free strings for the trouble (knowing that replacing the bass will probably take time), would've solve this problem, leaving the customer happy, and the nasty talk where they belong - between business people, later.
NLBassist, I am incredibly sorry you are in this situation...
That's a dickish post if I ever saw one.
Now there's a GREAT piece of input! Thanks!
Be sure to come back when you've grown up.
Go back and read the first page. The guy comes in here looking for advice for how to sort his problem out as he obviously has no idea what the correct thing to do is, and the first official post tells him to contact the DISTRIBUTOR.
True. Ugly chapter and lots of non matching opinions plus advice flying about.
Let's get things straight before going on shall we?
The problem: Bass is not set up correctly and therefore unplayable. One of the pots does not function as it should and there's a wood chip sticking out near the headstock. Customer is unhappy about the instrument he bought.
What we MUST know from Warwick before debating any further is WHO according to them is responsible for fixing this problem for the customer, so that this customer would not have to worry about it any longer. I already stated I think the dealer should have handled this. Apparently Florin agrees here so I take it this is where Warwick stands, too?
Since the dealer failed to satisfy this customer's demands an exception is being made and the customer is asked to contact the distributor directly. In my opinion this shouldn't have happened. Distributors are not happy with end users contacting them directly as dealers should be solving these problems.
Better would have been for Warwick to contact the U.S. distributor themselves instead once this problem aired and have the distributor settle things with the dealer, without burdening the customer with technical details as he simply wants a good solid and playable instrument for his money.
From Warwick's point of view this would have been the proper way to settle this predicament.
The customer on the other hand should have handled things differently then he did as well in my opinion as instead of settling things with the dealer he chose to post his problems on several forums, an act that makes him looks more like an attention whore then someone who is looking to have his problem solved. This behaviour is far from elegant or well mannered and I do question this person's intentions by posting the way he chose to on several forums about the same MINOR problems, which any proper dealer could have and should have either fixed within one day or replace the instrument.
So the RIGHT thing for him to do would have been to make his demands at the dealer who sold him the instrument. By law the party selling the goods is responsible for selling a quality product and should guarantee the customer the product is free from defects. Apparently this dealer does not value customer satisfaction that much, which got this whole pooprain rolling.
I wonder what the dealer in question has to say about this whole story, and what the communication between dealer and customer has been like so far?
Again, an ugly chapter. I think Warwick would be smart to step in and solve this crappy situation AND be more clear in the future on their policy concerning who is responsible for what even though for sane customers it is perfectly clear they should handle any problems directly with their dealer.
Let's get things straight before going on shall we?
The problem: Bass is not set up correctly and therefore unplayable. One of the pots does not function as it should and there's a wood chip sticking out near the headstock. Customer is unhappy about the instrument he bought.
What we MUST know from Warwick before debating any further is WHO according to them is responsible for fixing this problem for the customer, so that this customer would not have to worry about it any longer. I already stated I think the dealer should have handled this. Apparently Florin agrees here so I take it this is where Warwick stands, too?
Since the dealer failed to satisfy this customer's demands an exception is being made and the customer is asked to contact the distributor directly. In my opinion this shouldn't have happened. Distributors are not happy with end users contacting them directly as dealers should be solving these problems.
Better would have been for Warwick to contact the U.S. distributor themselves instead once this problem aired and have the distributor settle things with the dealer, without burdening the customer with technical details as he simply wants a good solid and playable instrument for his money.
From Warwick's point of view this would have been the proper way to settle this predicament.
The customer on the other hand should have handled things differently then he did as well in my opinion as instead of settling things with the dealer he chose to post his problems on several forums, an act that makes him looks more like an attention whore then someone who is looking to have his problem solved. This behaviour is far from elegant or well mannered and I do question this person's intentions by posting the way he chose to on several forums about the same MINOR problems, which any proper dealer could have and should have either fixed within one day or replace the instrument.
So the RIGHT thing for him to do would have been to make his demands at the dealer who sold him the instrument. By law the party selling the goods is responsible for selling a quality product and should guarantee the customer the product is free from defects. Apparently this dealer does not value customer satisfaction that much, which got this whole pooprain rolling.
I wonder what the dealer in question has to say about this whole story, and what the communication between dealer and customer has been like so far?
Again, an ugly chapter. I think Warwick would be smart to step in and solve this crappy situation AND be more clear in the future on their policy concerning who is responsible for what even though for sane customers it is perfectly clear they should handle any problems directly with their dealer.
That's because this discussion is on the forum, which probably led Jesse to the conclusion that the dealer failed to help him. In this case, yes, the distributor is next step.
I just bought a Macbook Pro from a local shop, to replace the one that was stolen from me last week (together with stage clothes, ID's, home Keys, lots of cash, etc etc GRRRRR!!!)
If something goes wrong with this mac, I simply go to the shop that sold it to me and tell them "dudes, this thing is wrong, you make it right!" And leave, and take care of my own life. They took my money, it is their responsibility, which makes me to have less trouble...
Now... fixing an issue is not always easy, maybe repairing it takes too much time, and I find it unreasonable and ask for a refund, etc...
The thing is, in this chain, the dealer is the only one that actually is trained and have experience with end users. Distributors deals with dealers, they are used with a different approach, like... between business men. It's like having the chef taking your complains directly in a restaurant, he will not do a very good job, since the waiter is better trained for this
In my shop, I have an envelope with cash, and my salesman knows that he can use the money on the spot, without asking me, to make the customer happy, if a problem arise.
In this whole chain, the salesman - the dealer is the most important one, because he has the power to make things right, if he wants to.
He could:
- offer a full refund
- offer a partial refund, and let OP keep the bass
- offer a more expensive bass at the same price, or with a considerable discount
- offer a romantic dinner, and a kiss to forgive...
The rest is just forum talk, which I like, since I am a forum person
Cheers,
Flo
