Sweetwater Scam

[Crackle]

I have also had issues with Sweetwater. Their so-called "exclusive 55-point inspection" is BS of the highest order. When I pay $1000 for a new bass and it arrives with a) a major gap in the neck pocket and b) one of the pickup screws broken off in the body, it's pretty obvious there was no inspection.

On top of that, Sweetwater was reluctant to issue a return label.

 

[CircleOf5ths]

I've spent $25K over the last 2 years with them. I've made several dozen purchases from 3 basses, a mandolin, bass head & cabinet, full PA system, etc. and have NEVER had anything but a great experience with them. My rep there is incredible. I would say you need to "talk" to your rep, not attack them and see if you can work it out.

 

[gln1955]

I can't imagine 55 points to even inspect.

If you look at the 55 point list you'll see they double dip on some things, just worded slightly differently.

I'm sure the inspection is total BS when they ship out hundreds of $300 guitars every day, but if they are going to deal in the realm of $3000 items, they need to take it seriously.

 

[stevensivak]

I don't like it when a dufus is called an engineer.... why is that term used so loosely?

 

[IPA]

I’m sorry, but what Sadowsky had adjustable pole pieces?

Hopefully I'm interpreting correctly but I think they meant bridge saddle screws

 

[Low End Scum]

I don't like it when a dufus is called an engineer.... why is that term used so loosely?

It's the same in the IT world. Over the course of my time as a helpdesk IT person I've been called:
Tier 1 Support
Tier 2 Support
IT Engineer
Field Services Engineer
Field Services Technician
IT Support Specialist

All for essentially the same job. Companies just sorta pick whatever they want and make that the title and most people roll with it because to the casual resume glancer, it can sound better than it is.

That said, I'm glad I've never bought a bass from Sweetwater, always felt I could get a better deal elsewhere. The thing that I loathe about the things I have bought is that I don't need some person calling me to talk about my "musical journey", what I'm doing musically, and trying to sell me more stuff when I buy a bass strap.

 

[12BitSlab]

Let’s see if I understand:

You bought some stripper poles from a girl named Sweetbaby who lives in Sandusky, Ohio. You want to send the stripper poles back because they have marks on them.

I gotta tell you, when buying those kind of products, you gotta expect some imperfections.

 

[Benj-jammin]

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 agree with you Basslust - I ordered a Schecter bass last year, arrived, looked great, but took it to my tech/luthier guy - he spent over an hour re-adjusting, intonating, etc. So yeah, not to sure about the 55 point inspection thing. I still like the company, never really done wrong by me.

 

[Diminishedfilth]

I think situations like this is what started "unboxing" videos on Youtube. Some auto repair shops do the same when you drop off your car.

 

[kcducttaper]

I had a weird, but ultimately positive experience when buying my last bass (brand new Schecter Stiletto Studio 5 FF) from Sweetwater.

I purchased it, they presumably did their 55 point inspection, and it shipped super quick. I got the box that looked like it was in fine shape and didn't appear to have any box damage from shipping monkeys. I took my new bass out of the box and the frets were all dented up! They were not smooth in the slightest It was like someone let their 2 year old bang on the strings and they dented up the frets. Once again, the box looked fine, so I can't help but conclude it was already messed up when they did their final packaging. So much for their "bajillion point inspection". I complained and took pictures and they ultimately took it back and sent a fresh one on their dime, so I ultimately got what I paid for. It was just kinda a weird situation IMO.

 

[40Hz]

It's the same in the IT world. Over the course of my time as a helpdesk IT person I've been called:
Tier 1 Support
Tier 2 Support
IT Engineer
Field Services Engineer
Field Services Technician
IT Support Specialist

All for essentially the same job.

Not in every company. Tier 1 Support, Tier 2 Support, and Field Engineer have distinct roles and capabilities - and their respective paychecks reflect that for legit IT providers.

On a certain level, anything is “essentially” the same as everything else when you think about it…provided you ignore details like education, experience, and the ability to accomplish the assigned task correctly and efficiently.

 

[Danny C]

I don't think there is 55 things you could actually do to a bass. They do a few of them. Put it in a box, than another box, add candy. There's 3 things. I wouldn't pay $600 for a ding on an obviously used bass. Fight back.

 

[Low End Scum]

Not in every company. Tier 1 Support, Tier 2 Support, and Field Engineer have distinct roles and capabilities - and their respective paychecks reflect that for legit IT providers.

On a certain level, anything is “essentially” the same as everything else when you think about it…provided you ignore details like education, experience, and the ability to accomplish the assigned task correctly and efficiently.

Oh, I get that, these were just variations between call center, MSP's, corporate IT, and even local government IT in Texas. All doing the same stuff though. "My printer isn't printing", "I need a password reset", and "I can't figure out why my keyboard keeps typing the number 0!?" types of tasks. The only one that technically was a move up to harder issues was the Tier II support. Title now is Apps Analyst but it's really more SysAdmin work. No point in disputing it though, they keep signing my checks and the checks are commensurate to nearly 10 years in the industry.

I don't think there is 55 things you could actually do to a bass. They do a few of them. Put it in a box, than another box, add candy. There's 3 things. I wouldn't pay $600 for a ding on an obviously used bass. Fight back.

Maybe if you count the screws individually lol, which it would seem they do not

 

[charliethomas]

But they send candy with your order! That means they care about you!

Last time, all they sent me was banana taffy and those little key lime hard candies. I took the hint...

 

[Danny C]

I don't like it when a dufus is called an engineer.... why is that term used so loosely?

Choo Choo Charlie was an engineer

 

[charliethomas]

Also, can we all agree that it's hilarious to call the sales people "sales engineers"?

For one, you sell music equipment, you don't build bridges.

Two, it's a little too close to "social engineer", and well, if you want that association...

 

[DuluthDank]

I wonder if recent changes with people paying sales tax for online out of state orders is cutting into their bottom line, causing them to cut more corners. It used to be an automatic 7 percent off for me, plus free shipping, to order from them. But now I may as well just buy from Guitar Center, since returns are so much easier. I'd take an easy return to a big box store over a 5,000 point inspection that doesn't actually happen any day.

 

[Gizmot]

I still think Sweetwater is an honest company (I just ordered a bass from them) but it is a completely different company since Chuck Surack sold it. When Chuck owned it, communications were quick and efficient; now not so much. In consummating this purchase, I sent three emails none of which were answered. If my new bass comes in perfect I’ll become a fan again.

 

[fishdreams]

In my 20 years of doing business with them, they always did right by me.

Whenever I had an issue with something minor mechanically (a wobbly pickup switch on a Rickenbacker which would occasionally not connect, for example) they'd offer to have it fixed locally on their dime, which to me was entirely reasonable-if I want the bass then I'll make sure something mechanically minor gets fixed, as far as I am concerned

OP - I am confused, I've never seen any Sadowsky with adjustable pole pieces. What's exactly is wrong with that bass now?

 

[Joebone]

Have you tried disputing the charge on your credit card? In all likelihood, your card company/bank will side with you, and you'll get your money back.

If all else fails, you can file in small claims court, and include additional damages for the aggravation. That'll generally inspire a retailer to be less dismissive of your customer service issue.

Truth, on the credit card angle. Been there, and grateful. Good luck!