SWR customer service - what problems?

Discussion in 'Amps and Cabs [BG]' started by Bass-only, Aug 4, 2002.

  1. Bass-only

    Bass-only Supporting Member

    Oct 9, 2001
    After reading all the negative comments about the SWR customer service department - I thought I'd spread some positive remarks!

    I e-mailed SWR customer service, asking them what kind of screws are used to hold on the feet on a SM400S amp and that I needed them. I even offered to buy them, if they sold them separately.

    I received a reply in about 10 minutes, telling me that they'd send me a free set of screws (and rubber feet)as soon as I replied with my address.

    I received the screws and feet yesterday (3 days after the request).

    In my book - customer service doesn't get much better than this.

    I don't know if SWR was getting wind of a customer service problem from the threads here at TALKBASS, but they are apparently working hard (and quickly) to change that situation.

    Hats off to the customer service department at SWR!
  2. Tim Cole

    Tim Cole

    Jun 12, 2002
    Findlay, Ohio
    Here is a cut and paste of a post I put up on the subject. Glad you have better luck than me, mine better get better real quick!

    Ok, I have heard how great SWR service is, but I am reallt beginning to have my doubts about them. My local SWR dealer (also a good friend), ordered me a newer chrome grill for my Henry the 8x8, over 3 months ago. 3 weeks went by, and still no grill. My dealer called them to get the skinny, and he was told they never received the order (which was bs, I was standing there when it was called in). More weeks went by, and still no grill, or word from anyone. Called again, we once again had to wait for a call back on it (they ALWAYS do that!!!!), said it should be on its way. Sereveral more weeks later, and tons of calls and excuses, no dice. I had to have him call in and order a couple replacement tweeters for the Henry (apparently no one else carries le son?). I had the tweeters put on rush delivery (that I had to pay for) to get them here by July 13th, we had a big gig and I wanted to use the Henry. No parts, no call. A week or so after that, I had my buddy call once again to get some more excuses from them. They claimed they had sent all the parts out to the stores old address, and UPS had returned the stuff. He has ordered SWR gear since the move, and has gotten it no problem, so we KNOW they have the correct address!!!!! The informed him they would "get on it and get it taken care of right away". Here I am going one yet another 3 weeks, with no parts, no call, and no explaination on their part. I personally sent SWR an e-mail to their service department, telling them if I don't get my parts by the end of THIS WEEK I will sell all my SWR **** and buy Eden. Sorry for rambling, I am just totally pissed, and fed up with their garbage, love the gear, but HATE being treated like this. PS., all the parts were paid for in advance by credit card. Kinda funny they got the address right for the bill, but not the parts isn't it? In case anyone that has anything to do with SWR that reads this board, this message is for you......YOU SUCK!
  3. Tim Cole

    Tim Cole

    Jun 12, 2002
    Findlay, Ohio
    PS, I will put a post up to let you know what happens when/if the situation is recitified.
  4. jasonbraatz


    Oct 18, 2000
    Oakland, CA
    the times i've had to deal with them (warranty repairs on my IOD, reconing speakers, shipping the powercord/footswitch they forgot to put in the box with my IOD) they've been nothing but speedy rays of sunshine.
  5. Rock City

    Rock City

    Apr 8, 2001
    My experience was also NOT GOOD!
    I bought a brand new SM-400S in '98. On the first gig it was cutting out on me. My dealer called them to get an exchange, and they told him they didn't do that anymore and that we would have to send it for repair.
    Well..................4 months later.....after 8000000000 phone calls......it came back, and wouldn't you know....STILL DIDN'T WORK!
    I will NEVER buy SWR gear for myself again!