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zon customer service - not happy
- Thread starter Mental Octopus
- Start date
Andy Brown
Commercial User
- Jul 23, 2004
- 5,675
- 312
- Disclosures
- Founder/Owner: Wing Instruments
It's very strange hearing all of this warped neck information regarding graphite necks. I have not heard anything until this particular thread. I'm also wondering if Modulus has the same type of feedback.
Well, that's a relief (n.p.i). I picked up my Sonus Custom 8 at the NAMM show in 2000. Within a year the tension of 8 strings had created a bow in the 'unbendable' neck. I'd often thought of letting them know & seeing what could be done about it, but I don't use that particular bass often enough (I live in Japan & sending the bass to the States is not cheap). Given the nature of these posts I'll go with another equally pricey but more reliable option; I've retro'd Status Graphite necks to a fair few of my basses & Rob Green said that while it would be expensive, if I was to send the neck to them they'd be able to duplicate it (complete with truss rod).
Two other beefs are a) the condition of the Zon neck's coating (developed hairline cracks & peels within 2 years of VERY light use),
& b) I recall talking with them about some ideas that I'd had for a bass & discussing the possibility of them building it. While I was still debating my options on this guitar, I received a mail telling me that the guitar was underway & could I send x amount of cash immediately, even though it was clear that I had not even decided to go ahead with the project.
In their defense all experiences during the build of the 8 were painless & pleasant. So....what happened to Zon to turn things around so badly?
Two other beefs are a) the condition of the Zon neck's coating (developed hairline cracks & peels within 2 years of VERY light use),
& b) I recall talking with them about some ideas that I'd had for a bass & discussing the possibility of them building it. While I was still debating my options on this guitar, I received a mail telling me that the guitar was underway & could I send x amount of cash immediately, even though it was clear that I had not even decided to go ahead with the project.
In their defense all experiences during the build of the 8 were painless & pleasant. So....what happened to Zon to turn things around so badly?
I can confirm that they definitely do have issues from time to time, just like Status, Zon, etc- all carbon fiber and graphite necks have the same issues that wood necks can, just different causes that lead to them.
My Modulus's neck is hopelessly warped, under warranty, and they still won't touch it. They're a difficult company.
Andy Brown
Commercial User
- Jul 23, 2004
- 5,675
- 312
- Disclosures
- Founder/Owner: Wing Instruments
Call me naive, but this really just bursts my bubble in regard to graphite necks. I can't believe I haven't heard about these issues before. It ranks right up there with "there is no Santa Claus".
That would be me. Sorry i quoted you
The bass turned out great. For what i paid... I think it was still some great value. They did things i didn't think i wanted done, but in the end after thinking about it there was really little they could do (i shipped the bass without strings and they sold me some, people got a little cheesed off by that cos they didnt know i shipped it without strings). The minor gripe is with the fret polishing that i didn't ask for, but that was quite cheap also...Joe Zon and Martin DID try very hard to explain i would be very happy with my bass before i received it back, even though they did take some liberties with my instructions. I am VERY VERY satisfied with the bass, so i think everything turned out well.
even though my experience has been labeled a bad one by lefty ( no offense taken or intended) i think my experience was a good one overall. Time taken was slightly longer than quoted, but nothing over what i would expect from a small company (Bartolini, not Zon, held up the upgrade when they took some time to make the custom pickups)
I just got extremely twitchy over a misunderstanding by email, me not being able to call them (i didnt want to pay toll charges)
my 1994 Zon has no issues with the neck whatsoever, finish or relief-wise. It has a truss rod, but i haven't had to touch it since i got the bass.
I've had it go both ways with Joe.
On one hand, being that I'm so close to his shop, I find it cool to be able to drop over there and have him work on my gear from time to time, and he's really helped me out in that area in the past.
On the other hand, I think his customer service is a little less than desired. He routinely doesn't return email and phone calls, and he's totally blown people off that I've sent there personally.
Eventually, this sort of stuff has a way with catching up with people. Hopefully he can sort this out for you. As for me, I don't think I will be dealing with him in the future, and it has nothing to do with the quality of bass that he's offering.
On one hand, being that I'm so close to his shop, I find it cool to be able to drop over there and have him work on my gear from time to time, and he's really helped me out in that area in the past.
On the other hand, I think his customer service is a little less than desired. He routinely doesn't return email and phone calls, and he's totally blown people off that I've sent there personally.
Eventually, this sort of stuff has a way with catching up with people. Hopefully he can sort this out for you. As for me, I don't think I will be dealing with him in the future, and it has nothing to do with the quality of bass that he's offering.
I've heard these stories too but I have 2 Zons and have never had a problem with either. Granted they aren't very old. Hopefully they will remain true.
I'm on my fourth Status now, & three of my Stingrays have Status retrofit necks. Even the ones with no rod are incredibly solid regardless of string gauge etc, plus they're IMHO the best looking of all the graphite necks. Considering the price they certainly should be, but I recall reading an interview with Rob Green where he states that their quality control is really tight & any neck that has even the slightest signs of being below par is junked.
Incidentally, does anybody know if Zon cook their necks inhouse or are they outsourced? I believe Status use (or at least used to use) a separate dedicated company.
I'm starting to wish I hadn't read this thread. Kind of really heartbroken/pissed off about Zon right now. Still, y'live & learn,right?
Incidentally, does anybody know if Zon cook their necks inhouse or are they outsourced? I believe Status use (or at least used to use) a separate dedicated company.
I'm starting to wish I hadn't read this thread. Kind of really heartbroken/pissed off about Zon right now. Still, y'live & learn,right?
I have a Zon Sonus 5/1. It's almost 7 years old and the neck
is strait as an arrow. Zon is a small company and nobody
bats a 1000. Your bass maybe behind schedule but Joe will
get it done.
I have heard similar issues with nearly all small boutique builders
from time to time.
Have you ever taken your car to a local mechanic and got it back
when they said it would be done?
I agree that better communication would have diffused the
timeline but this is something an old Pro learns to avoid by
multiplying the repair time by 3 or 4.
I hope it gets resolved for you and your session goes off without
a hitch.
Rick
is strait as an arrow. Zon is a small company and nobody
bats a 1000. Your bass maybe behind schedule but Joe will
get it done.
I have heard similar issues with nearly all small boutique builders
from time to time.
Have you ever taken your car to a local mechanic and got it back
when they said it would be done?
I agree that better communication would have diffused the
timeline but this is something an old Pro learns to avoid by
multiplying the repair time by 3 or 4.
I hope it gets resolved for you and your session goes off without
a hitch.
Rick
In house. The outsourcing is probably one of the reasons why Status's costs are so high relatively, as the materials aren't different than other brands (except for the fretboard, where each use something different).
Everything moves- whether from temperature change, moisture absorption, or creep within the material or construction itself.
Properly done- as in from Zon, Status, Moses, Modulus, etc- carbon is definitely much more stable than wood in most environments, and certainly significantly stiffer. But even when properly done it can never be perfect, especially as it ages.
Carbon and graphite as materials are certainly more consistent than wood but it will always inherently have some 'character' to it, so to speak. It's no different than wood in this respect, but generally much harder to recognize if at all possible.
Even though I didn't end up purchasing one, Martin at Zon was extremely helpful in helping me spec out a Legacy, and when that turned out to be over my budget, he offered to help me find a demo model in the dealer network that I could afford. I declined, but that stands as excellent service in my book, and this for someone who didn't spend a single cent.
The situation in the OP is inexcusable, but I thought I'd throw this into the soup.
The situation in the OP is inexcusable, but I thought I'd throw this into the soup.
- Oct 7, 2000
- 18,619
- 38,943
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- Endorsing artist: Musicman basses
I hate when companies lie to customers and aviod them, I love when there's at least a little sense of justice - like the kind that this forum brings. I fer one will now never consider a zon bass.
MAN, this thread is disturbing. This is the first ive ever heard about zon doing a bad job quality and CS wise, and Id never heard of a graphite neck warping before. If you dont put a truss rod in the bass then you promising that that neck will never shift. If you ever thought it would you would have to put a truss rod in there. Not putting a truss rod in a neck seems stupid to me anyways. Different people like their neck slightly different ways and this removes this possiblity. I will never buy a ZON after this discussion, and I would think pretty hard before buying a graphite neck for any of my basses.
Even from this discussion (which seems to distill out all problems anyone here has ever had), the graphite necks seem cost effective. Granted they are not perfect, but they're still far far more stable than wood; these are your choices (except perhaps for an old aluminum neck?). Also more expensive.
My reading here is, if I'm ever in that position, I'd probably avoid Zon for customer service reasons, and I'd probably buy one with a truss rod.
hasbeen
Commercial User
- Sep 23, 2004
- 4,810
- 2,690
- Disclosures
- Executive Vice President, The Adam Hall Group
Before making any harsh statements against Zon, try to keep in mind that there are two sides to the story.
As far as graphite necks warping is concerned... there is a slight (very low) possibility that overtime they may warp just like a wooden neck. However, the chance of this happening is quite low. Unless I am mistaken, the Legacy bass that the OP sent into Zon to have a truss rod insalled is from the 80s. In the span of about 20 years, it should not be that surprising that the neck slightly warped. Graphite is stable, but its not the end-all source of stability.
As far as customer service concerns go with Zon... I have also had mixed experiences. They tend not to answer e-mails or phone calls and when I did get in touch with them, I did not hear what I wanted to. Long story short, my Legacy Elite came with an over-the-counter Bartolini preamp that sucked. I was under the impression that it was supposed to come with a Polyfusion so I gave them a call and was told they sometimes put the Bartolini preamp in when they're low on Polyfusion preamps. The cost to replace the preamp would be about $200.00 + shipping to and from California to New York. Um... no thanks.
As far as graphite necks warping is concerned... there is a slight (very low) possibility that overtime they may warp just like a wooden neck. However, the chance of this happening is quite low. Unless I am mistaken, the Legacy bass that the OP sent into Zon to have a truss rod insalled is from the 80s. In the span of about 20 years, it should not be that surprising that the neck slightly warped. Graphite is stable, but its not the end-all source of stability.
As far as customer service concerns go with Zon... I have also had mixed experiences. They tend not to answer e-mails or phone calls and when I did get in touch with them, I did not hear what I wanted to. Long story short, my Legacy Elite came with an over-the-counter Bartolini preamp that sucked. I was under the impression that it was supposed to come with a Polyfusion so I gave them a call and was told they sometimes put the Bartolini preamp in when they're low on Polyfusion preamps. The cost to replace the preamp would be about $200.00 + shipping to and from California to New York. Um... no thanks.
