can't get info on RA #

C

Campamp

New member
I'm having trouble getting a response from the customer support Dept. I contacted them in December 6th, and was given an RA # and info on how to send back a pickup that needed repaired from Scott Miller.I've tried several times to contact Scott about when it might be completed. I've never heard back from him.
then I tried sending an email to the support email address, still no response. this is about the worse Customer Support I've experienced!!
I've been buying Seymour Duncan pickups since 1982, and all my guitars have Duncans in them. but after this I'm not sure I want to use them anymore.
my hours at work make it hard to contact them by phone. so either I have to take a day off work to call or hope someone here can help.

Thanks,

Jeff
 
Re: can't get info on RA #

Do you have Scott's email. Or maybe try Scott Marceau, known as the other awesome Scott in the Duncan Dynamic Duo. They are the only ones I deal with on most production stuff and they don't disappoint.


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Re: can't get info on RA #

How about simply waiting for the work to be done? I'm sure you're not the only person having a repair/Customer Service request, and these things take time, especially what with the first of the year (New Years, etc).

And are you sure the post office didn't lose your package? They may not even have your pickup.
 
Re: can't get info on RA #

Definitely give Customer Support a call on this. I had to do this recently for an order placed through the Custom Shop and Scott Marceau helped me out with everything. Hopefully all will be sorted with your order. :)
 
Re: can't get info on RA #

I think waiting over two months without any response is a bit lagging. I tracked the package and it was delivered on Dec. 10th. so don't know what you're trying to say, sounds like you think it's MY fault that they suck with the Customer Support. maybe you didn't read my post correctly I'VE SENT EMAILS AND NO ONE IS RESPONDING. is that simple enough for you to understand now?
 
Re: can't get info on RA #

Campamp said:
I think waiting over two months without any response is a bit lagging. I tracked the package and it was delivered on Dec. 10th. so don't know what you're trying to say, sounds like you think it's MY fault that they suck with the Customer Support. maybe you didn't read my post correctly I'VE SENT EMAILS AND NO ONE IS RESPONDING. is that simple enough for you to understand now?
Click to expand...

Perhaps they're looking into it and were waiting until they found out what's going on before replying?
Perhaps your emails didn't get there, particularly if your email service is setting off their spam filter?
Perhaps your email service has problems sending to .COM addresses because they can't be added to their list of "ok to spam this address"?
 
Re: can't get info on RA #

thanks Scott Marceau, he totally took care of me even though it wasn't his Dept. Like I've said, all my guitars (11 of them) have Seymour Duncan's in them. love the pickups just not to impressed with their Customer Support Dept. I've worked in Customer/technical Support for 20+ years and I know sometimes things happen. maybe Seymour should hire me, I know this would never happen on my watch. LOL
 
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