It's good to see a lot of threads about positive customer service experiences and I'd like to add one for Status Graphite. Because of an issue with sending me a couple sets of their double ball-end strings, they are sending out my order again via FedEx OVERNIGHT so I have them tomorrow by 10:30 am!!!
Background: I had been communicating with Dawn about an order I placed at the beginning of last month (December) as a week had passed and no email/charge to my card had been received. She needed some clarification prior to sending out the order (which I provided) and then confirmed that my strings were sent.
Knowing that I placed an order during the holiday season I put on my 'patience' hat and waited (patiently) for them to arrive - but they never did. I wasn't sure how long it would take them to cross the 'pond' but knew it would be at least a couple of weeks. After our last conversation a week ago, and waiting one more week to see if they materialized, I replied and stated that they had still not showed up yet and asked her to go ahead and re-process my order, which she had said she was going to do.
Rob Green replied to my email Monday and said that Dawn was out (that was cool hearing from the man himself!) and then this morning I see a bunch of FedEx emails indicating a shipment from Status was headed my way. I know that wasn't cheap - and am quite confident they didn't make a dime off me at all, given the loss of the other order AND the overnight shipping for the order that replaced it. I would have been perfectly fine waiting for another order via snail-mail, but that was their choice, and I'm very grateful.
So THANK YOU VERY MUCH, STATUS GRAPHITE! You've definitely moved up on my personal bass GAS list, your customer service is greatly appreciated, and I wish you all the best.
Kindest regards,
Eric R. "Razman"
Background: I had been communicating with Dawn about an order I placed at the beginning of last month (December) as a week had passed and no email/charge to my card had been received. She needed some clarification prior to sending out the order (which I provided) and then confirmed that my strings were sent.
Knowing that I placed an order during the holiday season I put on my 'patience' hat and waited (patiently) for them to arrive - but they never did. I wasn't sure how long it would take them to cross the 'pond' but knew it would be at least a couple of weeks. After our last conversation a week ago, and waiting one more week to see if they materialized, I replied and stated that they had still not showed up yet and asked her to go ahead and re-process my order, which she had said she was going to do.
Rob Green replied to my email Monday and said that Dawn was out (that was cool hearing from the man himself!) and then this morning I see a bunch of FedEx emails indicating a shipment from Status was headed my way. I know that wasn't cheap - and am quite confident they didn't make a dime off me at all, given the loss of the other order AND the overnight shipping for the order that replaced it. I would have been perfectly fine waiting for another order via snail-mail, but that was their choice, and I'm very grateful.
So THANK YOU VERY MUCH, STATUS GRAPHITE! You've definitely moved up on my personal bass GAS list, your customer service is greatly appreciated, and I wish you all the best.
Kindest regards,
Eric R. "Razman"
