Sweetwater Scam

[Rooster009]

So here's a typical Sweetwater situation that I experienced today. I pre-ordered a Meinl Percussion FX-5 effects pedal a couple of months ago, and it came in last week, so they shipped it out UPS surepost. It arrived today. I just opened the package, and a knob was loose, just rattling around in the package.

View attachment 5458258

It was allegedly "inspected" by someone with an initial of "N", according to the "Happy New Gear Day" flyer.

View attachment 5458261

This person apparently missed the fact that one of the knobs was totally loose, and in fact, is missing the screw to hold it down to the knob. So @bradjonesbass can probably figure out who I am at this point as he is my "sales engineer" - the third one assigned to me I might, add over the years. That's another long story which I won't re-tell here. So what do I do, send it back and wait another few months for another pedal to arrive, ask for a discount, or just suck it up, go to Home Depot, buy a replacement allen screw, and be done with it. Likely the last option. I just hope the pedal works - it's currently charging. Frankly, this is the type of service I've come to expect from on-line retailers. I stopped ordering from Musician's Friend because of this kind of stuff. And I've spent thousands with both MF and Sweetwater over the years. At least with Guitar Center, you can pick up the shipments at the store, and give it right back to them if it's not right.

*sigh*

Get ready to make a video, because they won’t believe that you know what you’re talking about without it. Been there with them myself.

 

[aero58]

That's what George offered Sam Wainwright for that plastics factory just before he went berserk and man-handled Mary!

Hee-Haw!!!!!!

 

[bradjonesbass]

So here's a typical Sweetwater situation that I experienced today. I pre-ordered a Meinl Percussion FX-5 effects pedal a couple of months ago, and it came in last week, so they shipped it out UPS surepost. It arrived today. I just opened the package, and a knob was loose, just rattling around in the package.

View attachment 5458258

It was allegedly "inspected" by someone with an initial of "N", according to the "Happy New Gear Day" flyer.

View attachment 5458261

This person apparently missed the fact that one of the knobs was totally loose, and in fact, is missing the screw to hold it down to the knob. So @bradjonesbass can probably figure out who I am at this point as he is my "sales engineer" - the third one assigned to me I might, add over the years. That's another long story which I won't re-tell here. So what do I do, send it back and wait another few months for another pedal to arrive, ask for a discount, or just suck it up, go to Home Depot, buy a replacement allen screw, and be done with it. Likely the last option. I just hope the pedal works - it's currently charging. Frankly, this is the type of service I've come to expect from on-line retailers. I stopped ordering from Musician's Friend because of this kind of stuff. And I've spent thousands with both MF and Sweetwater over the years. At least with Guitar Center, you can pick up the shipments at the store, and give it right back to them if it's not right.

*sigh*

We don't inspect electronic items, only guitars. The inspection of the pedal was done at the factory. I sent you an email. I setup a support case for you.

So here's a typical Sweetwater situation that I experienced today. I pre-ordered a Meinl Percussion FX-5 effects pedal a couple of months ago, and it came in last week, so they shipped it out UPS surepost. It arrived today. I just opened the package, and a knob was loose, just rattling around in the package.

View attachment 5458258

It was allegedly "inspected" by someone with an initial of "N", according to the "Happy New Gear Day" flyer.

View attachment 5458261

This person apparently missed the fact that one of the knobs was totally loose, and in fact, is missing the screw to hold it down to the knob. So @bradjonesbass can probably figure out who I am at this point as he is my "sales engineer" - the third one assigned to me I might, add over the years. That's another long story which I won't re-tell here. So what do I do, send it back and wait another few months for another pedal to arrive, ask for a discount, or just suck it up, go to Home Depot, buy a replacement allen screw, and be done with it. Likely the last option. I just hope the pedal works - it's currently charging. Frankly, this is the type of service I've come to expect from on-line retailers. I stopped ordering from Musician's Friend because of this kind of stuff. And I've spent thousands with both MF and Sweetwater over the years. At least with Guitar Center, you can pick up the shipments at the store, and give it right back to them if it's not right.

*sigh*

 

[bradjonesbass]

Seems communication was root of problem;[not Scam] No villains here

Brad not being available and OP intial Contact with Sweetwater being told parts were unavailable and only giving OP choice of Return or wait for parts;

Maybe should have given option of sending back and see if Sweetwater could first confirm problem and solve BEFORE return process. And ship back to customer no charge. which with hindsight could have been done.

But first contact was nothing wrong with Bass and you damaged it so it will cost you $600

Customer had made other purchases, didn't have reputation for multiple returns and may have kept Bass IF Screw problem was solved and could get Bass back if a few days.

As to communication I wanted to purchase a Mesa Subway 1x15 and emailed my 'Sales Engineer' of my intent to BUY Cab from him [but wanted to ask a couple questions and see if I could get a small discount.]

After another email and 3 days he finally contacted me explained he had been off and out of Store last 3 Days

My assumption is that emails to your Sales Engineer don't go to personal Phone or Computer or are not forwarded to him

PS: I bought Cab from him but was told Mesa is on the No Discount list and Computer wouldn't even let him if he wanted to

Reason I waited for him to contact me was being in Sales/management in past I didn't want him to have commision squabble if I placed order with another Salesperson

Emails come directly to your Sales Engineer, and the phone number (aside from the 800 number) goes to directly to their desk. We do normally have people assigned to assist with our customers if we're out for a day or longer. And yes, Mesa is on the "price is the price" list, just like Bose, Apple, and a few others. When I'm out of work, I don't check my emails more than once a day and typically don't respond unless absolutely necessary. I have a few customers that I have requested not be assigned to other SEs to take care of if I'm out and just wait for me, but those are either high profile customers or extremely difficult customers.

 

[bradjonesbass]

This 100%. Last few instruments I purchased from them it was clear there was ZERO inspection done......no less 55 point..

We do the inspection on every instrument over $400. What should be made more clear to buyers is that the inspection is to ensure the instrument is within factory tolerances. Different manufacturers have very different tolerances and obviously the tolerances on a $10,000 Fodera are going to be a lot tighter than a $425 Squier. There is no such thing as a "perfect" instrument, but the Fodera will be darn close. If Squier allows a certain percentage of fret sprout and discoloration, a certain amount of fretboard irregularity, neck pocket gaps, etc... (or Rickenbacker..., don't get me started...) then it will pass inspection even with those flaws. I don't believe we do a great job of explaining the "Within manufacturer tolerances" piece or which manufacturers have tighter tolerances and which are not much better than "it still plays, right?" tolerances. Price isn't always indicative of which ones are tighter or looser (ahem, Rickenbacker...) though it generally is.

 

[JKos]

I don't believe we do a great job of explaining the "Within manufacturer tolerances" piece

Can you point to where this is explained on your website? Ok, it’s weaselly worded here: 55 Point Inspection | Sweetwater.com

As a Sweetwater customer, I’ve always thought it implies that I should expect something better than from other retailers that don’t tout such an inspection.

 

[Stranger Danger]

I personally don't believe they do a real 55-point inspection based on my two experiences with them. One bass was riddled with heavy fret sprout while the other (a $2,500 Gretsch guitar) had damage on the headstock near the nut. These were both things I discovered within seconds of removing the instruments from their boxes.

Anyway, for your situation, assuming it is exactly as you've described, it looks like they missed the stripped pole pieces, so it's clear that they sent a damaged item in the first place. I think that's great evidence that they didn't check the item for damage before sending it to you. Calmly but firmly tell them this along with the fact that you're giving them one last opportunity to do right by you and refund your money before you to go to your credit card company and do a chargeback.

One question though -- why would you need to pay to have the guitar specially packed for a return? For a guitar return, you're pretty much always just packaging it up like it came using the original packaging. Did you ship it back in a different box or something?

I think they just point at it 55 times and call it good

 

[bradjonesbass]

Can you point to where this is explained on your website? Ok, it’s weaselly worded here: 55 Point Inspection | Sweetwater.com

As a Sweetwater customer, I’ve always thought it implies that I should expect something better than from other retailers that don’t tout such an inspection.

When you see the number of rejections we have... Yes, it is better. Like I said, we could certainly do a better job explaining what it is and what it isn't. I do my best to explain it to my customers.

 

[Bruce Pete]

All I know is that 7 or 8 times out of ten, when I try to support a local vendor they don’t have what I’m looking for.

I, myself am very glad Sweetwater is there to fill the massive vacancies found in local stores in the Phoenix metro area.

No company on this planet has a 100% satisfaction rate. Human nature does not allow that.

 

[mapleglo]

Just as an update, Brad did send me an email and set up a support case. Hopefully, this will be resolved. I tested the pedal this morning and it does work fine, despite the faulty knob.

 

[Clark Dark]

Sorry to hear this. I've only had good experiences with Sweetwater and have been using them since 2008 for basses, amps and lots of other gear. Did you happen to photograph the bass before sending it back?

Always take photos when you receive and if you need to return any high dollar item.

 

[bholder]

I just got a package of strings from Sweetwater and was shocked!!

NO CANDY!!

out:

 

[mapleglo]

I just got a package of strings from Sweetwater and was shocked!!

NO CANDY!!

out:

You can have my candy. I'm pre-diabetic so I have to watch my sugar, and can't eat it.

 

[bholder]

You can have my candy. I'm pre-diabetic so I have to watch my sugar, and can't eat it.

Yeah, me too, just under borderline, but with no willpower, so yeah, they actually did me a favor.

 

[Dirk Rockbottom]

Not sure if this is the right place to post this, but I wanted to give folks a heads up. I ordered a Sadowsky, 24 fret modern, metroline from Sweetwater a couple of weeks ago. The bass came. I took it out and could niot for the life of me adjust two of the bridge pole pieces. Took a good look and they appeared stripped. This, to me, was not acceptable for a $3500 bass - so I asked to return it.

Got the return label. Took it to UPS - even paid to have the fragile pack it (extra $100).

Then I get an email from Sweetwater that they got the bass, but there is a ding on it, so they are charging me $600 anyway.

I took the bass out for a total of maybe 20 minutes. It sat on my lap the whole time. No way any dings happenned with me. But they're trying to screw me over anyhow for the extra cash.

I've bought a lot of gear from them in the past (including other basses) but will NEVER use them again. And if you are considering buying a high end bass from them, beware - you may end of paying hundreds of dollars simply for the priveledge of touching the bass for a few minutes.

Sweetwater says they do a multi-point inspection on their instruments, but it must be done by Mr. Magoo. I bought two basses from them and returned one. The problems included loose, rattling strap hooks and improper (none) setups.

 

[-Stingray]

We do the inspection on every instrument over $400. What should be made more clear to buyers is that the inspection is to ensure the instrument is within factory tolerances. Different manufacturers have very different tolerances and obviously the tolerances on a $10,000 Fodera are going to be a lot tighter than a $425 Squier. There is no such thing as a "perfect" instrument, but the Fodera will be darn close. If Squier allows a certain percentage of fret sprout and discoloration, a certain amount of fretboard irregularity, neck pocket gaps, etc... (or Rickenbacker..., don't get me started...) then it will pass inspection even with those flaws. I don't believe we do a great job of explaining the "Within manufacturer tolerances" piece or which manufacturers have tighter tolerances and which are not much better than "it still plays, right?" tolerances. Price isn't always indicative of which ones are tighter or looser (ahem, Rickenbacker...) though it generally is.

I would love to believe this.

Tell me, is missing clear coat up to “factory tolerances” on an Ibanez Jiva? How about greasy fingerprints under clear coat on an American P? I have other examples too numerous to list. I have received far too many instruments from Sweetwater that should have been factory seconds….. or at least caught by their “55 point” inspection.

While you are busy defending your employer, would you mind sharing what “55” things are checked?

 

[Hot Rats]

I would love to believe this.

Tell me, is missing clear coat up to “factory tolerances” on an Ibanez Jiva? How about greasy fingerprints under clear coat on an American P? I have other examples too numerous to list. I have received far too many instruments from Sweetwater that should have been factory seconds….. or at least caught by their “55 point” inspection.

While you are busy defending your employer, would you mind sharing what “55” things are checked?

Here is a picture of the document I got with mine. You probably already have one or two of these with all the instruments you bought from sweetwater.

 

[Dr. Cheese]

I can only remember ordering a new bass online twice although I would not be surprised if one escapes my memory. I try to be as much stuff after seeing it as possible.

 

[bradjonesbass]

I would love to believe this.

Tell me, is missing clear coat up to “factory tolerances” on an Ibanez Jiva? How about greasy fingerprints under clear coat on an American P? I have other examples too numerous to list. I have received far too many instruments from Sweetwater that should have been factory seconds….. or at least caught by their “55 point” inspection.

While you are busy defending your employer, would you mind sharing what “55” things are checked?

I don't work in that department. It's possible we missed it. I don't know what the tolerances are for Fender or Ibanez. I'd always recommend calling your SE and obviously, if you aren't happy with it send it back.

 

[JRA]

Haven't read through all of this, but...

I didn't read all 14 pages....

you guys missed out....

I read this whole thread & it was a wild ride

yeah, i come here for the fun, but it's worth staying for the drama!