Purchase consideration - Customer service

[Yogi Bear]

I'm curious how many in the TB community consider a manufacturer's customer service when making an amp or cab purchase?

I know there are companies with stellar reputations - Mesa, Bergantino, Genzler, and Hartke are some that immediately come to mind, though I'm sure there are many others... But, there are stories amps being held for service for several weeks, if not months, and email and phone calls going unanswered.

If you played through an amp, and liked it, but knew the company didn't have the best reputation would you still pull the trigger?

I know for for me it's omething I definitely consider prior to making a purchase.

 

[petrus61]

I don’t think I would buy a new amp that wasn’t easily serviceable by a certified repair tech and I especially wouldn’t buy one from a company with a bad CS record, easily serviceable or not.

 

[Double E]

I buy my gear mostly second hand, so the manufacturer's customer service is less important to me than condition and performance. Ultimately though, if I really liked a new piece of gear, I probably wouldn't let manufacturer's reputation interfere with me getting the enjoyment out of using it.

Frankly a customer service experience is often a two way street. All companies want to have happy customers. Some of them just don't do well with disgruntled people. As a customer, your approach when asking a company to rectify an issue is pretty important too. Don't be a dick, don't act like the company has committed an affront to you when their gear has failed. It's tough for a company rep to be even keeled when dealing with an angry person, then the whole experience can become a two way bitch fest.

A polite and considerate approach when dealing with a customer service rep will almost always yield a positive result.

 

[Wisebass]

Hi Yogi Bear

Some brands have a good reputation for repairing their amps when they fail.

Some brands have a good reputation for building amps that don' t fail.


I only buy amps that work!


Of course a good customer service is important. And I will not buy a brand with a bad reputation.

may the bass be with you

Wise(b)ass

 

[buldog5151bass]

I am more concerned about the reputation of the manufacturer's rep for building solid gear. In most cases, if you are buying a major brand, you are not buying direct from the manufacturer anyway.

However, if you are buying from a small builder, having a good reputation for CS helps.

 

[Yogi Bear]

I buy my gear mostly second hand, so the manufacturer's customer service is less important to me than condition and performance. Ultimately though, if I really liked a new piece of gear, I probably wouldn't let manufacturer's reputation interfere with me getting the enjoyment out of using it.

Frankly a customer service experience is often a two way street. All companies want to have happy customers. Some of them just don't do well with disgruntled people. As a customer, your approach when asking a company to rectify an issue is pretty important too. Don't be a dick, don't act like the company has committed an affront to you when their gear has failed. It's tough for a company rep to be even keeled when dealing with an angry person, then the whole experience can become a two way bitch fest.

A polite and considerate approach when dealing with a customer service rep will almost always yield a positive result.

This is actually a very good point. Having been in a service industry in the past I can certainly relate... Often when hooror stories are posted to the boards we only get one side of the story, and for many perception becomes reality.