RANT about MM Customer Service!

They respond well to phone calls.

 

Sure, but in reality they respond well to a call.

 

Some companies don't do email or social media well. If you that bothers you, then don't do business with them. Simple as that.

You don't get to dictate how they conduct business other than with your wallet.

 

I inquired about, and then bought via phone call since I had to give them credit card info, several white pickup covers last year. They've also be quick and helpful with other email inquires in my experience.

With respect to custom orders, I think it's been established that they'll do some degree of them through certain dealers but not direct to customer. I *think*. Might be conflating this with a limited run.

If you want to save a few bucks, just paint your black pickup cover. I've done that in seconds with cheap spray paint. Works great.

 

More often than not manufacturers only want to speak with/ deal with their network of dealers.

Dealing with an end user could be perceived by the dealers (that make a substantial commitment to a product line) as cutting them out of the loop.

 

Pretty sure this is the deal.

FWIW, I've always had a really good relationship with them, plus an endorsement deal, and I was never able to get anything that wasn't offered stock - lest a different color p/g. Quite certain it would make their lives unbearable if they started selling their basses according to individual customer specifics. And if they did it for you, there's no reason they shouldn't for anyone else. And they'd be hearing about it, for sure, if they didn't.

 

Try asking Carey Nordstrand...I have two of his pickups in one of my SR5vers and a couple of extra covers
They might sell white ones

 

You have to call on the phone.

 

Because it is their business, and that is how they choose to do business. You want custom shop, they aren't custom shop.

 

The person answering emails might not be in a position to know any other answer except what they advertize on their webpage. I doubt the production manager or head of sales is answering your email.

If they knew you were going to order, they would probably help you out more too. Unfortunately, they might get 100 emails a day asking various questions about "can I get this string spacing?" "Can I get a gold bridge but silver tuners?" etc - and then the person ends up buying a Fender instead.

Now if an authorized MM vendor calls and asks questions before placing an order, that is a more important inquiry, IMO.

But I see this a lot - emails are easy to send on a whim, but people who actually pick up the phone to call have a higher level of commitment. If you want instant answers from a vendor, pick up the phone.

 

The take-home message here is that MM, like other manufacturers, don't offer aftersales parts to end users as part of their services. Picking them apart because the dude on the other end of the email didn't know their catalogue intimately seems a trifle petty. I don't see this as reflecting badly on MusicMan, ultimately.

 

9M2E - I totally agree with your viewpoint. As a Project Manager, I receive random questions from clients/potential work and although I do not know the exact answer to give them, I make sure I get the email transferred to someone who can help. I believe Music Man could at least say, "Give this number a call and speak to 'Gary'. Gary can help you with your custom request". Nothing too complex here....

 

Old-school vs. New-school

Henry Ford showed us the business advantages of the standardized production line. Some companies still leverage that philosophy as a method of conducting business, and aren't terribly interested in adopting the custom business at any price, as it requires them to change their existing protocols. If that harms them in the long run, then they will adapt or fail (possibly both). If I were a business owner with a formal production line churning out widgets, I'd not be inclined to assume the added responsibility of taking a custom request and overseeing it through production. I've bought my inventory and scheduled my production runs, and I'm making a satisfactory profit doing that.

However, if I had a formal "custom shop" then I should be prepared to handle requests from the various contact channels I make available. If I have a standard bounce-back email, then it should include a notice of how best to submit a custom order. Better yet, have a special email and phone number for the custom shop, with a tailored response.

Vote with your wallet. If you don't like their options, then look elsewhere. I don't think the OP got cheated or harmed, like if they had ignored a legitimate warranty claim. I think he just found how they choose to operate their business.

 

When, I had a Ray and needed something, they were always good about sending the part, if they indeed had it as a stock item. Like string mutes, a bridge. But a custom order, IME, they don't do. But they were always friendly when I got them on the phone.

 

As you have an endorsement things may be different.

But by and large, if they are going to push the the vast majority through their dealer network it has very little benefit for them to speak directly to the end users. And to potentially handle thousands of inquiries would necessitate increasing head count to handle to those functions.

If in the case of the PG. if the MM person found the sku number and told you a retail price and said they had one in stock. You would march off to your local MM dealer tell them what you found and possibly expect them to sell it to you at or below retail. But, if MM has a min order, it could takes several weeks for the dealer to place the order (and potentially miss that one in stock) leading to a back order and long lead time situation. Or, they purchase it, have to pay freight and pass that along and charge above retail.

Either way, in this scenario, the end user talking directly to MM does the dealers no favors.

 

Billy Imperial answers the phone and will give you the low down. They are enthusiastic.

 

My experience with MM customer service has been quite the opposite of the OP. I can't say enough about their professionalism and willingness to go the extra mile to help. I own two Sterling USA basses and have owned several EBMM and SBMM basses before these, and they have always been extremely helpful on the rare occasion that I need something.