Relationship with your luthier/manufacturer

[Quentin Hunt]

This post has been edited to inform new participants:

It's not like I'm trying to meet Robert Gallien or Leo Fender, but does anyone else try their hardest to build a relationship with the people building their equipment?

I often find myself refusing people service if they're not very friendly/informative, even if it's an awesome product. Am I expecting too much?

I had my mind set toward a cabinet, and when I messaged them on facebook they saw and ignored my initial inquiry which was about tone, until I sent another message asking if I could buy an additional grill for a cabinet.

Well, they ignored my first question and they responded to my second question instead. When I pointed out my first question, they then pointed me to a dealer as if a dealer would know their product better than they themselves would.

I know I was ignored because facebook has a messaging system where you can see when someone reads your message. The first message was read, but I started getting replies to only my second question. When I asked about my first question again they referred me to a list of dealers.

Am I asking too much, or does it make sense to build a bridge between customer and manufacturer?

 

[RoadRanger]

Plenty of great cab makers. OTOH if you're expecting any CS out of one of them old companies that have been gobbed up by some huge Chinese holding company you're SOL.

Even if you tell us what you are looking for you'll get a dozen different answers LOL.

 

[Quentin Hunt]

Being in my location, I depend on the talkbass and company sensus of a product. I'm not looking at mainstream companies, but at those people who should be trying to catch my business.

 

[RoadRanger]

Being in my location, I depend on the talkbass and company sensus of a product. I'm not looking at mainstream companies, but at those people who should be trying to catch my business.

The small guys who are good tend to be pretty busy and are more likely to answer a phone call than an email.

 

[Jon Moody]

I talk to a lot of small builders during the day. The key is patience, patience, patience. As @RoadRanger mentioned, the small guys are pretty busy; usually 1-3 people at best. So, while they all know the value of quickly returning emails and other correspondence, the fact is that it may not be feasible for them to do so. Getting upset at their response time isn't going to speed it up any more.

 

[Quentin Hunt]

I'm familiar with communication and I don't rush people, but the person was flat-out ignoring me and trying to get me to talk to a dealer instead.

 

[Quentin Hunt]

I'm one of those people that will wait months or years patiently, so I'm not being irrational with wait for communication. The dilemma here is pushing a customer away and not dealing with them.

 

[Jon Moody]

I'm one of those people that will wait months or years patiently, so I'm not being irrational with wait for communication. The dilemma here is pushing a customer away and not dealing with them.

Just for curiosity, what was the time lapse between your first email (that they didn't respond to) and the second one (which they did)?

Do they sell direct? If they don't, directing you to an authorized dealer is the preferred method of handling an inquiry. If they DO sell direct, maybe (I'm guessing, as I don't know the company) they're trying to direct you more as a way to keep dealer relations open instead of slighting a customer.

 

[Quentin Hunt]

Just for curiosity, what was the time lapse between your first email (that they didn't respond to) and the second one (which they did)?

Do they sell direct? If they don't, directing you to an authorized dealer is the preferred method of handling an inquiry. If they DO sell direct, maybe (I'm guessing, as I don't know the company) they're trying to direct you more as a way to keep dealer relations open instead of slighting a customer.

It was about five hours between messages, because I wanted to send another question, and it was an hour before I responded. The person had dealers for their product, they gave me a link, but I was looking for more information on the product. I trust a producer more than a business man. I understand the whole phone deal being easier and I would be open to it, but I was literally turned to talk to a list of a few dealers.
I would have accepted a "call me at this time."

 

[Quentin Hunt]

I can see my irrationality, but I feel I could even get a better inquiry by calling the Fender site. Haha

 

[rufus.K]

I've made contact with Dave Boonshoft (Aguilar), Randy Fullmer (Wyn Guitars), Aspen Pittman (Groove Tubes), and Richard Ruse (Trickfish) all by email and phone about projects of my own , and about their products. Everyone has been helpful, friendly, and forthcoming. It's nice when you can build a relationship. It builds loyalty. Only one of them got defensive when asked about reasons for choosing this over that, but I won't go into detail as it won't help anyone to talk smack.
If you're trying to reach someone in a large corporate situation though, you'll surely have a harder time.

 

[steelbed45]

I'm one of those people that will wait months or years patiently, so I'm not being irrational with wait for communication. The dilemma here is pushing a customer away and not dealing with them.

I had a situation a few years ago with a NYC builder, starts with an S. I was ready to place an order/purchase one of their basses, but I had a question about whether I could custom order a scale length. For the life of me, I could not get a straight answer out of their sales manager...he just kept funneling me towards the available instruments list.

I know what you're going through, somewhat. I gave up on that builder after trying to call the manager 2x and getting the machine. I guess you have to ask yourself, how much BS am I willing to put up with to get this product?

I have a good relationship with the local luthier that I went with after all of that. In the end, I think it worked out for the best. Good luck in your search!

 

[bikeplate]

I used to care about this so much. Now I could care less.

 

[rufus.K]

I used to care about this so much. Now I could care less.

That is so wonderful

 

[BAG]

I bought my Godin Shifter second hand off Ebay here in Australia. I couldn't find any factory set-up specs on the 'net so I emailed their customer service including the fact that it was a second hand bass. They responded within a few hours with all the detail I needed. I then had to get a wiring diagram a couple of weeks later as I was trying to cure a bit of noise and I received a reply from the same guy within hours stating that he was on holidays, didn't have the info on his laptop and would get back to me as soon as he got home. He did that without fail. At the quality of the bass and good customer service i'll sing the praises of Godin far and wide.

I'm the kind of person who will pay 10% or even more above another retailer or competitive product for good sales service. There is nothing worse than being ignored in a shop when are trying to buy something and I always think "if they ignore me when i'm trying to spend my money what kind of after-sales service will I get if there is a problem with the product"

 

[rufus.K]

They responded within a few hours with all the detail I needed. I then had to get a wiring diagram a couple of weeks later as I was trying to cure a bit of noise and I received a reply from the same guy within hours stating that he was on holidays, didn't have the info on his laptop and would get back to me as soon as he got home. He did that without fail. I'm the kind of person who will pay 10% or even more above another retailer or competitive product for good sales service. There is nothing worse than being ignored in a shop when are trying to buy something and I always think "if they ignore me when i'm trying to spend my money what kind of after-sales service will I get if there is a problem with the product"

There are few reasons to give a brand any sort of loyalty, but that is one of them

 

[Nev375]

I used to care about this so much. Now I could care less.

So... you still care a significant amount? Not much has actually changed for you then?

 

[rufus.K]

So... you still care a significant amount? Not much has actually changed for you then?

He must, because the expression is usually " I couldnt care less" . It did help the discussion now that we know.
In other news,
I can see how it wont make any difference whatsoever to most players if they have ever talked to someone at an equipment manufacturer, but I cant see how you can not have, or want to have, a good or better relationship with your luthier. Some of us dont ever see a luthier, and do our own setups and repairs. Still, knowing one or more, and having coffee/beer/smoke together and talking shop always teaches us more.

 

[Quentin Hunt]

I bought my Godin Shifter second hand off Ebay here in Australia. I couldn't find any factory set-up specs on the 'net so I emailed their customer service including the fact that it was a second hand bass. They responded within a few hours with all the detail I needed. I then had to get a wiring diagram a couple of weeks later as I was trying to cure a bit of noise and I received a reply from the same guy within hours stating that he was on holidays, didn't have the info on his laptop and would get back to me as soon as he got home. He did that without fail. At the quality of the bass and good customer service i'll sing the praises of Godin far and wide.

I'm the kind of person who will pay 10% or even more above another retailer or competitive product for good sales service. There is nothing worse than being ignored in a shop when are trying to buy something and I always think "if they ignore me when i'm trying to spend my money what kind of after-sales service will I get if there is a problem with the product"

EXACTLY. I work retail and try to give people my 110%, so if I'm trying to put down $1,500 for equipment it would seem cool for some sort of conversation to take place that may potentially make me a permanent customer and endorser. People don't need to kiss up to the customer or respond right away, but I'm sure people would like to be treated with some humanity and not like sheep. A crude metaphor, but it's what's expected when you put your work out into the public.

 

[MikeInSF]

"Build a relationship with the people building their equipment??" Are you looking for a date or shopping for some gear?

Small builders should be able to answer simple questions about their product. "Can you recommend" questions is not a simple question and specifically why they have a dealer network. Fulltone's website notes that they typically get 200 emails a day. Imagine having to "recommend" one of a dozen distortion pedals based on "I like to play the blues" or some such 200 times a day. Go ask a dealer - that's what they are there for.