Sadowsky Metroline - Extremely Disappointing Customer Service from **Warwick**, not Sadowsky

[Yahboy]

Well, I never thought I'd have to make a post about receiving dismissive messages from Warwick/Sadowsky customer service after purchasing a brand new Metroline, but here we are.

I purchased a brand new Metroline JJ 5 that I received on January 7th. The bass itself is great, other than the sharp frets that never corrected themselves after settling in my home environment. The fret sprout has gotten worse since arriving a tad over a month ago. As you climb the neck, they are sharp enough to be concerned. I know that Sadowsky promotes the IFT as a main feature on their basses and think it's a nice touch. However, it did not seem to help in this case. Maybe I'm not understanding what the Invisible Fret Technology actually is? I wrote to Warwick USA's customer service team and received a response telling me to take the bass to a local luthier, and that they don't support issues like this on brand new instruments. As much as I like this bass, it'll be the last product I buy from Warwick Distribution. I feel like Roger would like to hear about issues like this, as I'm sure he treats his customers better than Warwick's customer service team did.

I have several other basses that cost less than the Metroline (one is a $500 bass) that don't have this issue that were purchased from Sweetwater, GC or any of the several well-known retailers. If I were to take the basses to any of the main retailers with this issue within the first 30-45 days, they'd either offer to replace it or have it fixed at their expense. I am not worried about spending money to maintain my basses, as it's part of the ownership. I am very disappointed how Warwick handled this issue and buyers should be aware of this themselves in the future. If a large, world-renowned manufacturer won't stand behind their product, it needs to be known.

I don't want a replacement; the bass is great other than it being extremely uncomfortable and annoying to play because of the sharp frets. Once that's fixed, I'm sure it will be just fine. But the fact is it's not and it's nearing $4k that I spent to purchase it. I don't think I'm asking too much to expect a more helpful response from Warwick in this case.

At a premium price point, I believe we are correct to have better expectations than what I experienced in this particular situation. We spend more because we expect more, plain and simple.

Roger @Sadowsky

 

[DigitalMan]

Rule 1 of excellent customer service: the customer is always right

Rules 2 to infinity: refer to rule 1

Imvisible fret technology? More like invisible customer service

And, it's most likely the customer received the bass exactly as it was shipped: poor quality from the factory, with quality control at the burden and fight of the customer.

In this case, Sadowsky Warwick is an egg-faced* liar and customer scammer, until they prove otherwise.

*polite term : )

When a company applies this rule it is good service, but even then there are limits.

When a customer demands this rule be applied to their own situation it’s entitlement.

This comment is not related to the situation of the OP. It’s specifically about the oft-abused adage about the customer always being right.

 

[Element Zero]

Fret Nation

Did you contact Jason and get his take?

 

[logdrum]

It should not have sharp frets at 4K. Ernie Ball basses certainly don't and if they do they'll correct it. and currently they are under 3K Shame on Warwick for dealing like this

 

[ModuMan]

On the positive side, if you get the fret ends addressed now you will be all set for next winter!

I have literally bled from sharp fret ends, I get it. But they are fixable and you likely won't deal with them again. I say likely because I don't even want to think about a winter crummier than this one.

 

[baxter_x]

Fret Nation

I think we deserve some pictures now

 

[Nebadon2000]

The 'Devil' in this situation I see as 'Expections"

 

[fishdude101101]

the quote is "the customer is always right in matters of taste." After decades of dealing with customers, I can assure you that a good portion of customers are never right, are very often wrong, and in many, many cases completely uneducated.

As far as Sadowsky being an "egg faced liar and scammer?" See above, case in point.

Very true. Doesn't stop them from taking their money elsewhere. Sometimes you just take one for the team so that they might come back again, if it doesn't cost too much.

I worked in food service in college. One time we got a new general manager, who when his staff screwed up and order, would not replace it with the correct order at no additional charge to the customer. He'd only do 50% off on the replacement. He lasted about 2 months. This wasn't his only issue but he was shown the door quickly, and probably should have never been hired.

 

[fishdude101101]

It should not have sharp frets at 4K. Ernie Ball basses certainly don't and if they do they'll correct it. and currently they are under 3K Shame on Warwick for dealing like this

This is why I won't spend any significant money on new purchases from a Euro company. I've had bad experiences in the past, home and at the day job. they just don't do North American customer service.

 

[Nebadon2000]

This is why I won't spend any significant money on new purchases from a Euro company. I've had bad experiences in the past, home and at the day job. they just don't do North American customer service.

I agree somewhat: why in the end I choose Mesa Subway over Barefaced which I was considering also BUT if Euro company (like Warwick) have authorized Dealers in US then not a problem for me

If I have a problem with any product
my first call/email is to retailer: if their CS is inadequate then maybe contact manufacture

 

[fishdude101101]

I agree somewhat: why in the end I choose Mesa Subway over Barefaced which I was considering also BUT if Euro company (like Warwick) have authorized Dealers in US then not a problem for me

If I have a problem with any product
my first call/email is to retailer: if their CS is inadequate then maybe contact manufacture

Sure, but sometimes the CS you get on a Euro product is limited by the backend support the dealer/distributor is given. Example, it took me 4 months to get a part for a dyson vacuum.

At my day job, well my old job, the organization did a large transit project with a Euro vendor. They had a US division but all they were really able to do for anyone was proxy requests back to Europe. The responsiveness and service level from Europe was horrible by US standards. They never finished the project. They got it close enough that they just gave up on their last draw of money, quit answering for a few weeks, then simply said "sue us". The obviously worked until the at least broke even and it when they knew it was not worth it to us to sue. After that we tossed all Euro bids.

 

[Chris Chong]

Request to see photo please.

 

[markbmbass]

Did you contact Jason and get his take?

Yes and he offered to cover the expense. I don't feel right asking him to do that. The bass was shipped to me directly from Warwick Distro in the US.

 

[markbmbass]

On the positive side, if you get the fret ends addressed now you will be all set for next winter!

I have literally bled from sharp fret ends, I get it. But they are fixable and you likely won't deal with them again. I say likely because I don't even want to think about a winter crummier than this one.

Ha, this is true!

 

[markbmbass]

It should not have sharp frets at 4K. Ernie Ball basses certainly don't and if they do they'll correct it. and currently they are under 3K Shame on Warwick for dealing like this

I agree, it's frustrating. If it was a Metro Express, I could live with the response.

 

[monsterthompson]

I purchased it via Fret Nation. Jason did offer to pay for it but I don't really think that's his issue to deal with and I don't feel right asking him to do it. It's not the money, just the "yeah fix it yourself" attitude after dropping that kind of coin.

In the OP you mentioned how if you had purchased the bass from Sweetwater or GC then those retailers would correct the issue. Here you’re placing the responsibility to remedy this on the manufacturer even though your retailer has offered a solution.

It’s hard to know where the fret issue originated. The instrument could’ve left the factory fine and the fret sprout developed while in inventory.

I’m also curious how the IFT impacts this. I’ll never play this bass so I can’t experience it myself. Looking at photos of the IFT I can see how if you get any fret sprout it will just be the top of the fret cut at a right angle to the board. If you had standard frets sprouting you wouldn’t get the same sharp edge, though more fret material would be exposed. It seems like a design choice that would’ve been addressed at some point. They must get fret sprout complaints occasionally.

 

[markbmbass]

This is why I won't spend any significant money on new purchases from a Euro company. I've had bad experiences in the past, home and at the day job. they just don't do North American customer service.

I actually have experience purchasing multiple Sandberg basses from Thomann in the past few years and have received stellar customer service from both them and Sandberg directly, so I can't say it has to do with them being a Euro company. I still own a "Bass The World" TT4 model and it is absolutely impeccable in every way. I did have a couple of issues with a TT5 but Sandberg themselves remedied that very quickly and painlessly. I took it to a local shop to have the issue (electronics related) and they paid them directly.

 

[markbmbass]

In the OP you mentioned how if you had purchased the bass from Sweetwater or GC then those retailers would correct the issue. Here you’re placing the responsibility to remedy this on the manufacturer even though your retailer has offered a solution.

It’s hard to know where the fret issue originated. The instrument could’ve left the factory fine and the fret sprout developed while in inventory.

I’m also curious how the IFT impacts this. I’ll never play this bass so I can’t experience it myself. Looking at photos of the IFT I can see how if you get any fret sprout it will just be the top of the fret cut at a right angle to the board. If you had standard frets sprouting you wouldn’t get the same sharp edge, though more fret material would be exposed. It seems like a design choice that would’ve been addressed at some point. They must get fret sprout complaints occasionally.

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Yes, Jason did offer to fix it because Jason cares about his customers. I've done plenty of business with him and I don't consider this his fault. My general point is the dismissive "Fix It Yourself" attitude from Warwick. The bass shipped directly from Warwick Distro.

 

[markbmbass]

I think we deserve some pictures now

 

[Element Zero]

Yes and he offered to cover the expense. I don't feel right asking him to do that. The bass was shipped to me directly from Warwick Distro in the US.

But had you purchased the instrument from a big box retailer they would be responsible to take care of it as well. Jason would for sure want to make it right as that’s the kind of business/person he is.