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No Response from Gallien-Krueger Part Deptarment

#41
Typically I send an email, then follow up with a phone call in a day or two if i hear nothing back.

Email isn't guaranteed delivery and with spam filters, phishing scams, and all the junk email one usually receives, it is very possible for legit email to get lost in the shuffle.

My experience with GK has been nothing short of excellent.

Good Luck!
 
#43
[Invalid or Expired Link Removed]

I don't have a problem with my Eden... but I am going to email them, just to see how long it takes them to get back with me. I will be sure to follow up with the results.

Also, the website I linked to above states that if you don't receive a response with in 48 hours or if you need immediate assistance then you should call. It is nice to know that some companies take the time to make sure the customers know how to reach CS in a reasonable amount of time.
 
#44
gidbass said:
Typically I send an email, then follow up with a phone call in a day or two if i hear nothing back.

Email isn't guaranteed delivery and with spam filters, phishing scams, and all the junk email one usually receives, it is very possible for legit email to get lost in the shuffle.

My experience with GK has been nothing short of excellent.

Good Luck!
Click to expand...

Some companies get around this by having a web form that you fill out. Which include your phone number in case email to you bounces or goes stale. The web forms also make you first search an FAQ first. They also have fields which guide you through decribing the problem, what lead up to it, and any error conditions. They can in turn usually route these pretty quick to the right person to handle the problem.

Some companies even have instant messaging on their site. Interactive and helpful.

Re-reading the OP - sounds like he's shotgunning fixing his own amp. GK may just be reluctant to sell parts to anybody.
 
#49
Email isn't guaranteed delivery and with spam filters, phishing scams, and all the junk email one usually receives, it is very possible for legit email to get lost in the shuffle.
Click to expand...

Folks, this comment above nails it. The OP has no way of knowing if the e-mail ever got to GK. Never assume that e-mail delivery is always 100%. If you get no response to your e-mail in a timely fashion, follow up with a voice call.

Oddly, if the OP had spend 10% of the time he wasted here in the forums bitching about GK on actually calling GK, he likely would have already been helped and his issue resolved.
 
#50
I'm not defending GK not answering an email for a month but the fact is, we don't even know if they received the email. There are lots things that can make an email dissappear into cyberspace. Not saying that's what happened to the OP but it could have.

As for following up with a phone call...that's exactly what I would do (and I wouldn't wait a month, believe me) and that's what the OP ought to have done. A few others have stated that they don't want to stay on hold and navigate a bunch of menus. I don't know about you guys but I have VOIP phone with all kinds of great features like speaker and voice dial and all that. All I have to do is put the cradle down and talk my way through the menus, then wait for someone to pick up....in the meantime, I work on my computer...not really inconvenient at all.
 
#51
Headless Llama said:
It is a funny thing with customer service... Something has to go wrong with your gear for you to even call them! Then they fix it, and everyone says they are great! I like having gear that doesn't crap out to begin with. Then all the BS in between is avoided.
Click to expand...

There is a general consensus that GK is some of the most reliable gear around. And even if it wasn't EVERY company makes lemons time and again. That is unavoidable. How they respond to the ones that slip through the net is what can set a company apart, good or bad.
 
#52
Jack said:
How they respond to the ones that slip through the net is what can set a company apart, good or bad.
Click to expand...

Exactly. They didn't respond. We all know that GK got the emails. They chose not to answer the question that was asked until it was made a public event. I do most of my communicating through emails when possible, and I have never had one not reach the intended party. If it went into their spam folder, then it is GK's responsibility to make sure they check it. The lack of service here is apparent. You can't really fault the OP here.

I emailed Eden, and I had a response in about an hour. That is service.
 
#53
I also do not think that the head of the parts department should be sitting there checking email from the whole world...

No one did it back in the old days before email like that either, they had at least some "staff." Why not hire someone part-time @ minimum wage to keep the email business in order, with requests for parts spelled out on a list or something to be forwarded to whoever is in charge of parts-dispersal. The person who sorts out the email requests could somehow earn a % commission on successful sales that the emails generate, so they don't miss any.

But absolutely they should have a 'form' to be filled out rather than just an email, but they also must be 'checked.'

At the point of sale asking someone who called on the phone or walked into their store (or even just bought an amp online with their CC) for their email address is not nearly as valuable as someone who initially took the time to correspond with your company by email. They are literally saying "I PREFER and APPRECIATE" that you offer me a way to do this easily and perhaps covertly (work) over email. Then the company can email them later asking about the part, their general experience, and of course the valuable "what can we do better" and then you will have an engaged life-long customer, all through email. I mean a bass player and amplifier consumer who emails to check on a circuit board doesn't need to be sent sale flyers, they already appreciate your product. Its a shame though, all that is down the crapper when no one ever does respond to 2 emails in over a month...
 
#54
Headless Llama said:
Exactly. They didn't respond. We all know that GK got the emails. They chose not to answer the question that was asked until it was made a public event. I do most of my communicating through emails when possible, and I have never had one not reach the intended party. If it went into their spam folder, then it is GK's responsibility to make sure they check it. The lack of service here is apparent. You can't really fault the OP here.

I emailed Eden, and I had a response in about an hour. That is service.
Click to expand...

+1
 
#55
Headless Llama said:
Exactly. They didn't respond. We all know that GK got the emails. They chose not to answer the question that was asked until it was made a public event. I do most of my communicating through emails when possible, and I have never had one not reach the intended party. If it went into their spam folder, then it is GK's responsibility to make sure they check it. The lack of service here is apparent. You can't really fault the OP here.

I emailed Eden, and I had a response in about an hour. That is service.
Click to expand...

It wasn't the service level of GK I was disputing in your post, simply your point that somehow 'good' gear would never need CS. I know that's not really what you meant I'd just hate for someone to get the idea that GK was sub-par in build quality.

As far as GK dropping the ball here, I completely agree.
 
#57
Jack said:
It wasn't the service level of GK I was disputing in your post, simply your point that somehow 'good' gear would never need CS. I know that's not really what you meant I'd just hate for someone to get the idea that GK was sub-par in build quality.

As far as GK dropping the ball here, I completely agree.
Click to expand...

I think we all agree that GK dropped the ball but give them the opportunity to make good. If everyone adopted the postition of dumping a company on the very first mistake, we'd all be changing companies like we change our underwear. Companies are always going to make mistakes from time to time, what separates the wheat from the chaff is what they do when they make a mistake. I think GK will take care of the OP and do the right thing.
 
#60
BulbousMoses said:
Well then eventually everyone would be off your procurement list and you'd be forced to build your own gear. Companies don't employ someone to just sit in front of a computer all day and wait for emails to come in. Most CS reps have multi-task jobs that see them putting out all kinds of fires in all kinds of ways. Writing off a company because they don't answer your email within 30 minutes of sending it is pretty short sighted IMO.
Click to expand...

I'd like to add to this by saying it is currently the holiday season which for most businesses mean they are doing at a minimum 2 times the workload with probably about half the staff

also I used to work at a very small real estate firm and received at least 60 emails a day, and those 60 emails were far from my only task. GK is a large company.
 

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