Alt 8 help, possible bad pickup

[frankfalbo]

Re: Alt 8 help, possible bad pickup

12 days is a long time, but I wonder how many of those days the company was even open. Most of those days would fall over the holidays or weekends. Yeah, it's too long, but it hardly seems like the earth-stopping event that it's being made into.

It's unfortunate that you think this single incident is indicative of the value Seymour Duncan has for its customers and of the quality of the customer service. Reputation of quality customer service is earned. Their appreciation for their customers is put on display fairly regularly. The user group day and the forum pickup are but two examples.

Both Christmas and New Year's weeks were 3-day weeks for us. So not only did we miss 2 work days each week, but our customers were also home and doing even MORE emailing and calling than usual. So when Customer Service returns to work January 5th they're looking at the build-up of all those days. Also one of our reps took two weeks vacation to go home visiting family. Add to that people's days being split with NAMM preparation and you've got a perfect storm.

I just think that a company that doesnt value your business after you buy is a company i want no part of. How come when i send them an email asking which pickup i should buy i get a response in a couple of hours, but when i email about needing a replacement for a faulty pickup it takes 12 days?

You're not being fair to yourself in your analysis. First ask yourself how many of those 12 days were holidays or weekends? We can only reply during normal business hours, unless people like me take it upon ourselves to monitor the forum on our "off time" which I did. Myself and other forum guys jumped in to help you figure out the situation. I would think that's part of "Customer Service" too, right? The fact is, we do care about you. Your pickup problem simply occurred at a bad time. Next week is the NAMM show. Most of us will be out of the office for at least a week. So yes, there's a chance that the entire music industry is vulnerable the week of January 12-16 as well. If your problem happened with another company's product during this time, you were just as likely to experience this kind of phenomenon, unless those other companies are all sitting around twiddling their thumbs due to lack of business, and maybe they are. But we are not, which is also a testimony to our 30+ years of committment to quality and customer service.

 

[Antihero]

Re: Alt 8 help, possible bad pickup

You're not being fair to yourself in your analysis. First ask yourself how many of those 12 days were holidays or weekends? We can only reply during normal business hours, unless people like me take it upon ourselves to monitor the forum on our "off time" which I did. Myself and other forum guys jumped in to help you figure out the situation. I would think that's part of "Customer Service" too, right? The fact is, we do care about you. Your pickup problem simply occurred at a bad time. Next week is the NAMM show. Most of us will be out of the office for at least a week. So yes, there's a chance that the entire music industry is vulnerable the week of January 12-16 as well. If your problem happened with another company's product during this time, you were just as likely to experience this kind of phenomenon, unless those other companies are all sitting around twiddling their thumbs due to lack of business, and maybe they are. But we are not, which is also a testimony to our 30+ years of committment to quality and customer service.

Dont get me wrong, i do appreciate your help, in fact i think it was instrumental in getting my emails answered finally. I understand that its a bad time, but you've got to realize that it was a pretty bad time for me as well. I recieved this pickup as a gift from my mother for xmas and it was a big deal for her to get it for me. Having it be faulty sorta sucked really.

In the end i am getting a replacement though, so that does say something about your customer service. I just wish my emails could have been answered faster, my angry posts happened before i got any sort of reaction,which is frustrating im sure you understand. Im less angry now that ive actually been contacted.