• TalkBass has been independent since 1998. Add your voice.
    Create a free account to reply to discussions, view embedded media, and browse with fewer display ads.
    Join free Log in
    Want zero display ads or expanded classifieds tools? Compare plans.

Shout out to Walker and Williams responsivness

vindibona1

vindibona1

Apr 18, 2015
3,139
3,499
65
#1
In 2017 I bought a Walker and Williams strap for one of my guitars. Six years ago. Recently the lining of the underneath padded part started shredding. A long time after typical warranties are long expired, dead and buried. But what I knew about W/W is that there seems to be a culture of "if you don't love it we want it back" or something like that.

So I sent an email just letting them know of this issue, six years after purchase. And you know what their response was?

"Sorry you are having an issue. We don't carry that model any longer. Go to the Pro section on our website and pick out something you'd like as a replacement and we'll send it out. The email was yesterday, Sunday. I chose a strap that I thought I'd like. Today, next day, I get an email that the replacement has already been shipped out.

Customer service like this to be acknowledged and shared!
 
  • Like
Reactions: MonetBass, Jeff K, Jim Kernan and 14 others
#3
delonybro said:
Dang! I wish I'd seen this earlier. I just tossed two of their straps for the same issue, would have been nice to get replacements!
Click to expand...
I had a conversation with them just the other day. I liked what they sent me as a replacement so much that I called them to remind me of which strap I got so I could gift a friend with that same strap. I was told that a certain batch of straps had a known material issue. The one I had was a G-13, no longer available (for color), but I have the identical strap in black (G-15) which is holding up nicely.

As an unrelated side note, as good as the G-13/15 were out of the package I decided I would manually break them in a bit. Not surprisingly, they took on a beautiful texture. Below is a quick shot of the G-13 broken in (the one that suffered some fraying piping and padding liner). Out of the box the tan layer was smooth. I do the same breaking in with most of my straps.

upload_2024-1-17_11-40-12.png
 
#7
That's great to hear! I have a couple of their straps and have been very happy with them.

Now I work for a company that is a dealer with Gator/Levy's, so I bought a pile of fresh straps from them. If I ever change gigs and have to go back to buying my straps at retail, will definitely be looking at WW again.
 
#8
vindibona1 said:
In 2017 I bought a Walker and Williams strap for one of my guitars. Six years ago. Recently the lining of the underneath padded part started shredding. A long time after typical warranties are long expired, dead and buried. But what I knew about W/W is that there seems to be a culture of "if you don't love it we want it back" or something like that.

So I sent an email just letting them know of this issue, six years after purchase. And you know what their response was?

"Sorry you are having an issue. We don't carry that model any longer. Go to the Pro section on our website and pick out something you'd like as a replacement and we'll send it out. The email was yesterday, Sunday. I chose a strap that I thought I'd like. Today, next day, I get an email that the replacement has already been shipped out.

Customer service like this to be acknowledged and shared!
Click to expand...

Thanks for posting this!
Hey gang, they do honor their warranty. I just had a strap replaced that I bought in 2018! They asked me which strap I had purchased and I told them. They told me they had fixed the issue with the backing and that the strap I bought is still being made today. They told me they would replace it with the new and improved version. It came in the mail last week. I will be buying a strap from them because of this level of customer service!

Lou
 
  • Like
Reactions: Jim Kernan and musicman556
#9
Lowlou17 said:
Thanks for posting this!
Hey gang, they do honor their warranty. I just had a strap replaced that I bought in 2018! They asked me which strap I had purchased and I told them. They told me they had fixed the issue with the backing and that the strap I bought is still being made today. They told me they would replace it with the new and improved version. It came in the mail last week. I will be buying a strap from them because of this level of customer service!

Lou
Click to expand...

So, I went on their website earlier this week and I bought a really nice looking faux armadillo strap. It looks much nicer in person than on their website.
IMG_2322.jpeg
 
  • Like
Reactions: Pyrrho Epoche and JKos
#11
Glad they have excellent customer service, good to know. I have a couple of their straps. For the price they are not too bad. Made in China I read somewhere. I now buy mine from Italia Straps, when they go on sale during the holidays(and the sale prices are drastically reduced!)The leather is top quality. I think wider than anything Walker has too. Check em out.
 
  • Like
Reactions: Lowlou17
#12
Pyrrho Epoche said:
Glad they have excellent customer service, good to know. I have a couple of their straps. For the price they are not too bad. Made in China I read somewhere. I now buy mine from Italia Straps, when they go on sale during the holidays(and the sale prices are drastically reduced!)The leather is top quality. I think wider than anything Walker has too. Check em out.
Click to expand...
Yeah, I have a couple Italia straps as well. 4" wide. I think my Walker & Williams straps are 3" wide. Here is one of my Italia's:
20230420_200158.jpg
 
  • Like
Reactions: Giffro, Lowlou17 and Pyrrho Epoche
#14
vindibona1 said:
In 2017 I bought a Walker and Williams strap for one of my guitars. Six years ago. Recently the lining of the underneath padded part started shredding. A long time after typical warranties are long expired, dead and buried. But what I knew about W/W is that there seems to be a culture of "if you don't love it we want it back" or something like that.

So I sent an email just letting them know of this issue, six years after purchase. And you know what their response was?

"Sorry you are having an issue. We don't carry that model any longer. Go to the Pro section on our website and pick out something you'd like as a replacement and we'll send it out. The email was yesterday, Sunday. I chose a strap that I thought I'd like. Today, next day, I get an email that the replacement has already been shipped out.

Customer service like this to be acknowledged and shared!
Click to expand...

Another thanks for posting this. Emailed photos and they sent a new right out
 

Latest posts

Top Bottom
Back