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Ordering a Carvin: Use Builder or Call

#22
I spec'd out my B40 on the site and printed off all the options, then I called in and used my Carvin card for 6 months no interest payments. Paid it off in 6 months to ease the pain.


:bassist:
 
#23
Another vote for "always call". It's just helpful to talk it over with a person. They can go over your specs and make sure everything well be exactly how you want it, and make sure you didn't forget anything. There is no downside. Call.
 
#24
jeff7bass said:
I spec'd out my B40 on the site and printed off all the options, then I called in and used my Carvin card for 6 months no interest payments. Paid it off in 6 months to ease the pain.


:bassist:
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+many. Yeah - what he said. Always nice to have what you think you want "in hand" when you talk to the folks who're going to make it.
 
#27
I have mixed feelings about Carvin's service. Let me say first that I really like my bass, which is a 6-string icon fretless, Claro walnut top model, walnut body and 5-piece maple and walnut neck. Beautiful weight and feel (to me). Impeccable build quality.

All was good, except they did not install the piezo option I ordered.

I ordered on the phone. I was courteous, polite, and patient at all times. I dealt with two different people- one during the ordering process and one after I received my order.

Both persons were not unfriendly- but I felt rushed- and at one point the person taking my order said that he had to go, other calls on the line. I had not finished asking questions yet. And we had been on the phone for a few minutes only, long enough for me to specify and place my order. So it was not that I wanted to chat for the heck of it.

Second person I spoke to was after I received my order, sans piezo option. I explained (again politely) that I they missed that option on my bass. He looked up my order and said that I did not order the piezo model (no "P" at the end of the model #). I explained that I did, and it was an option as opposed to a P(iezo) model as they had re-vamped their ordering system. Plus I had placed my order over the phone and received verbal and email confirmation. Sure enough, it showed that I had ordered and paid for the piezo option.

After that, Carvin was very good about a partial refund (I opted not to send the bass back).

BUT, while the service was adequate, it did not make me want to place another order with them. At least not right now. Not until they know their own ordering/model designation system. I did not receive any kind of apology for them messing up my order. Indeed, the first response was "No, you didn't order the piezo model". I understand that mistakes happen, but I sure didn't feel like a valued customer.

To be fair- I emphasize that the two people I dealt with with NOT rude, and I understand that they have to deal with lots of crap over the phone.

However, my assessment is- I received adequate service, but not the kind that inspires me with confidence. I love my bass and would have ordered two more with different options, but am having second thoughts due to less-than-enthusiastic service I received.
 
#28
wemedge said:
However, my assessment is- I received adequate service, but not the kind that inspires me with confidence. I love my bass and would have ordered two more with different options, but am having second thoughts due to less-than-enthusiastic service I received.
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I've been a Carvin customer since 1977. And from that time until the present day, I've actually seen them go through at least two to three complete cycles, in terms of their customer service quality: never downright terrible, but ranging from absolutely superb to mixed & uneven, with occasional serious glitches.

Believe it or not, at one time many years ago, Carvin was known as a mom & pop mail order store with decent products at surprisingly competitive prices - and top-notch, unparalleled customer service. In fact, their customer service was well-known as industry leading, and a major competitive advantage at the time. Go figure. :hmm:

At the other end of the continuum, Carvin went through a period perhaps 10-12 years ago, as they were in process of upgrading their internal IT systems, when orders were getting (badly) bungled on a regular basis - largely caused by the fact that 1) the system was buggy, 2) people didn't know how to use the system properly, 3) the production department & sales department weren't communicating & coordinating effectively with one another, and 4) management (i.e. the Kiesel brothers) was slow off the mark to get it sorted out.

They eventually did get a handle on it. But it took them far, far longer to accomplish it than it should have. Such are the trials & travails of working for a relatively small, family-owned business. :rolleyes:

MM
 
#30
ole Jason said:
Do you have any pictures? I've had a hard time finding any pictures of their walnut bass bodies and necks.
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IMG_2213_zpsb300d39a.jpg

IMG_2207_zpse0efb734.jpg

IMG_2210_zps89841393.jpg
[/QUOTE]
 
#32
The guys I have talked to at Carvin have all been nice people. I wouldn't hesitate to call. Still, if what you want is in the builder I would just do that. :-) Less chance of miscommunication in my opinion.

I have bought 2 basses from them and they have both been excellent.
 
#33
MysticMichael said:
The online builder is fine for spec'ing out a new instrument, getting a sense of all the available options, and for getting a ball park price quote.

I would never actually place an order through the online builder, however. I always place the order by telephone. Always.

My sales guy is Keith Ighner. I don't know whether he's the best. But he's good. He knows his stuff.

MM
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B.I.N.G.O.

And Keith got this beauty totally right for me. It was not straightforward, even for them. Keith nailed the internal communication with the factory to ensure it was right.

LB70PFcatalogphoto_zps47bc2a83.jpg
 
#38
floatingaxe said:
One option I haven't seen mentioned is what I did.
I ordered through the online builder and then e-mailed (or you can phone) in my option 50 request.
I wanted a lined fretless with maple lines, not white.
Originally I was told it might not be possible, but I pushed a little (nicely) and they made it happen, with great results.
Click to expand...

Two responses to that:

1) Calling in to confirm details of an order just placed via the online builder would be, in my opinion, just about the only way to make absolutely certain there were no snafus, nothing falling through the cracks, no misunderstandings between what one was ordering and what one thought he was ordering, etc. So if you're determined to use the builder, a follow-up phone call can at least provide some measure of assurance that the order is solid.

2) Anytime you place an order that consists of two or more discrete communications, and/or two or more separate modes of communication (i.e. builder + phone call, builder + email, etc.), you increase the risk, however small, that Carvin will not connect the two, and that any modifications to the order you might have made with your follow-up communication may not be applied to the original order.

Like I said, the risk is small. But it definitely has happened - and is virtually impossible to occur if you simply convey all the details in one, single exchange - preferably by telephone, as this permits the most instantaneous method of confirming details immediately, and asking questions if necessary - before your order gets into the production queue.

Trust me on this. :eyebrow:

MM
 

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