When should I (or would you) start getting annoyed and/or worried?

[beaglesandbass]

I'm not going to name the company, but I sent a body in to get finished months ago. They received the body on 2/7/23. I was told that wait time for new orders was "3-6+ months." So in theory, I should expect it no sooner than may, but possibly up to August or later. The wait isn't necessarily what is bothering me. I'm not in an active band right now so waiting wasn't a big deal.

I sent them an email June 9th. I emphasized I was not trying to rush them, just simply trying to get an idea where my project was in line so I knew when to start buying other pieces for my project. The email never for a response. I sent a follow up email last Wednesday, basically saying the same thing. Again, no response thusfar.

They post completed products on facebook/instagram at least once a week, so I'm not necessarily worried they took my money & body and ran, but I'm starting to get a little annoyed. I'm not asking for an exact date when it'll be finished, just something along the lines of "there's about a dozen bodies before yours" or "it should be done in a week or two, should be shipped out by the end of the month".

I don't think responding to an email is too much to ask, is it?

edit: should add that the finish was paid for in full already (their requirement).

 

[RickyT]

Ask them on social media if they're that active. When something becomes "public" you'll quickly get a response.

 

[Nebadon2000]

I don't think responding to an email is too much to ask, is it?

No not to much to ask

Yes I would be annoyed and a tad worried

 

[Oddly]

I'd definitely be annoyed.
Basic customer service seems to be a lost and/or neglected aspect of running a business these days

I'd also add that requiring full payment up front would have sent me elsewhere.

 

[Bikeguy57]

If it's MJT, email Mat Jenny directly.

 

[Marko 1]

Maybe post the issue on their FB page where they... and everyone else can see it.

edit: should add that the finish was paid for in full already (their requirement).

Not a suggestion just my opinion: I'd go elsewhere, do it myself or not have it done before I'd do that.

Again, just me.

 

[beaglesandbass]

Update on this.
I emailed again back in October and they responded on 10/8 apologizing for the delay and "
Your bass body is very much in progress, and getting close. We're working on the final decay effects now. So far, everything has gone well."

It is now 11/28 and I haven't heard a thing since. Next Monday will make 300 days that they've had the body.

I'm sure it'll turn out fine, but damn. This is brutal.

 

[friskinator]

Any company that has that long of a wait time shouldn't be taking on new clients until they get caught up. I wouldn't have agreed to 3-6 months to begin with.

 

[turf3]

Almost a year to refinish a piece of wood about 18" x 12" x 2"?

I think you've been taken for a ride.

I'd get it sent back and take it over to an autobody shop or furniture refinisher.

 

[TN WOODMAN]

At my age no way am I waiting a year for a project to come together . Sorry for your situation.

 

[Spectrum]

I would type up an actual paper letter and mail it to them. Sometimes this will get their attention instead of getting lost in their email inbox. Just a thought.

 

[Element Zero]

At my age no way am I waiting a year for a project to come together . Sorry for your situation.

Shoooot I'm 43 and I wouldn't wait a year for paint lol.

 

[beaglesandbass]

Luckily I had a son born earlier this year so much of my time hasn't been focused on music lol

 

[Lance Bunyon]

Luckily I had a son born earlier this year so much of my time hasn't been focused on music lol

When my twins were born I spent 3 or 4 hours in the middle of the night slapping and tapping unplugged. The rest of that time I fed them and changed their diapers.

 

[MattZilla]

The money's gone.

Post on their FB that you hope they enjoyed the coke & lapdances with your full payment and no product or service exchanged. God bless paint huffers.

 

[friskinator]

Also, never pay in full for a job like this. They have no incentive to finish if they have all the money up front.

 

[r_bnks]

Sims custom shop?

 

[buldog5151bass]

That's why I always find someone local.

 

[Danny O Danny]

Have you called them? That's what I do in these situations. It may take several attempts, voicemail, etc., but I would call and keep calling until you get a human on the phone. Then have a cordial conversation about your (very legitimate) concerns. Sometimes I find that small (or primarily one man) companies (which I assume this is) are just very disorganized (and sometimes overwhelmed). Nothing clears the air better than a direct conversation.

 

[2saddleslab]

Behind schedule is one thing, lack of response is another. A little communication goes a long way. Having said that, we can be a finicky bunch and I'm sure vendors get bombarded w/ inquiries and non stop questions. But once a customer, communication should be a priority.