I was ready to pull the trigger on a set of custom pickups from a well known manufacturer. I’ve grown familiar with their products over the years having played several bases equipped with their pickups and always loving the sound. Unfortunately I had an unsavory interaction with the person responsible for dealing with custom orders. After several attempts to contact this company (which is not a small company, mind you) via phone and email, with no response, I sent one last email asking if custom orders were still able to be placed.
Days later, I received this rather indignant response:
“Sometimes people get Covid. I'm just getting back to the office after a week and a half with it, and I'll get to your email along with the other 300.”
To be clear, I’m not upset that this individual was sick. I just feel that for such a large operation, there should be more than one point of contact and when people want to give you their business, don’t act like an a**hole in response, even if you got sick.
I will leave the manufacturer unnamed because this, hopefully, was an isolated incident and not their standard for customer service. But they have lost me as a customer either way.
Rant over.
I’ll be ordering a set of pickups from Lindy Fralin most likely. The shop I’ve been working out of is unfortunately shutting down; the owner will still be building guitars, but from his home workshop a few towns over. So this needs absolutely to be done before they terminate their lease, Jan 1. Time to kick things into overdrive.