Contacting Custom Shop

L

luvcrap2000

New member
Eh well I wanted more info in the eclair/greenie custom pickups but every avenue I'm trying to contact the Custom shop fails, Email/contact page, Telephone calls, messages all are unsuccessful, any hints on how I can get in touch with them? thanks
 
Re: Contacting Custom Shop

Email, call, leave message, cross fingers...repeat.

Can the forum community help answer any of your questions?
 
Re: Contacting Custom Shop

did that been two weeks already.

well The questions that I have are specific to the specs of the two pickups in combination also with a custom harness. so I doubt it. Will try again thanks
 
Contacting Custom Shop

masta' c said:
Email, call, leave message, cross fingers...repeat.
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^ +1 to the max.

I decided to go on blind faith for my recent order. Eventually, you'll hear something from them when they come around to winding your pickup (assuming it's not straight forward).


Edit: you beat me to the punch
 
Re: Contacting Custom Shop

masta' c said:
Email, call, leave message, cross fingers...repeat.
Click to expand...

+1 to this...lately SD has been downright terrible in this regard, and it appears as thought most of the threads about the complaints get removed shortly after they've received quite a bit of attention. (I actually paid for a custom shop pickup and never heard a word from them even well after the time my receipt said the pickup would be finished–called, left messages, e-mailed and even forum bro/admin Mincer tried to help but my purchase was not worth their time.)

masta' c said:
Can the forum community help answer any of your questions?
Click to expand...

Definitely a good suggestion here–what is your question for the Custom Shop?
 
Re: Contacting Custom Shop

Sorry they haven't been more on top of things. In their defense, I know the Custom Shop is very limited staff-wise and each person can only allot so much time to answering calls and emails, since they also have to build all of the pickups for customers.

I do feel Duncan is big enough now that the Custom Shop should have a dedicated Customer Service person, but it hasn't happened yet that I know of.

Keep trying...eventually you'll get the answers you seek :)

If there's anything we can help with, please give us a chance and we'll do our best!
 
Contacting Custom Shop

^ another +1.

Given that the antiquity line is either wound and or assembled in the custom shop doesn't help. Kind of a blessing/curse for the consumer.
 
Re: Contacting Custom Shop

lots of people that call have lots of questions that only the person winding the pup or with intimate knowledge of how it is wound can answer. a csr would be able to answer simple things though and its probably a good idea
 
Re: Contacting Custom Shop

Well I decided on a Custom shop Eclair in the Bridge and a Greenie in the Neck. Question I have are:

1-I wanted MJ's Opinion on these pickup combinations, would they be a good complement to each other, also would the particularities of each pickup be a good match.
2- The Eclair has a 15k output in Bridge, and the Greenie in neck is 8.7k, I wanted something that was clear, a bit more trebley. Was thinking the 15k bridge pickup would be a bit much but, wanted more info(lack of it on website and not very many sound samples of either to compare)
3- I also wanted to use a 21 tone jersey shore harness, both PU 4 conductor, I had a concern with the Greenie being made screw coil south/mag flipped having problems. Wiring/tone difference on the On/Off phase/serial/parallel setting to a normal Humbucker(Would it be more or less thin/thicker?)
4- Since it's a custom pickup was wanting to know what bobbin color options (I wanted either clear or metallic color) Or twin white.

5- Not related to above, Wanted to find a Good Telecaster Neck Pickup that's Pretty thick and dirty but still clear and not muddy.

So the questions I had are a bit technical and specific to the pickups and the little info out there about them. That they would probably know more about.

https://forum.seymourduncan.com/sho...9-Pickup-upgrade-advice&p=3959000#post3959000
 
Re: Contacting Custom Shop

jeremy said:
lots of people that call have lots of questions that only the person winding the pup or with intimate knowledge of how it is wound can answer. a csr would be able to answer simple things though and its probably a good idea
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Exactly. Even without the intimate knowledge that Seymour/MJ/Derek/etc possess, a dedicated CSR at the Custom Shop could help prioritize issues, check on order statuses and help to clarify customer questions and address minor concerns. Theoretically, a CSR could also help expedite returns, order supplies, assist with smaller daily duties in the custom shop, etc. Heck, it'd be nice to see personalized replies so customers know their message(s) actually got through to someone, even if it isn't going to be responded to right away.
 
Re: Contacting Custom Shop

My last custom shop order about two months ago went very smoothly, although I never heard from a person or received a reply to emails I sent. It was less than 3 weeks from order to arrival at my home. I did order a standard set, the Greenie. That may have helped.

I can answer the question about the Greenie set, at least part of it. You don't have to worry about it being wired with reverse polarity. They will make it normal polarity for you with the screw side closest to the fretboard if you request it. They'll make it in 4 conducted as well. That's what I know and I'm no help with wiring issues.

The Greenie neck is very clear with nice treble response, but without feeling cold. Its an amazing neck pickup. I also think it will balance fine with the Eclair. The Jazz goes well with the JB, and the JB is hotter than the Éclair.
 
Re: Contacting Custom Shop

Hah, Called Customer support Was on Hold in Queue position #1 for 15 minutes, then went to voicemail. great. :grumble:
 
Re: Contacting Custom Shop

luvcrap2000 said:
Hah, Called Customer support Was on Hold in Queue position #1 for 15 minutes, then went to voicemail. great. :grumble:
Click to expand...

jeremy said:
a csr would be able to answer simple things though and its probably a good idea
Click to expand...

Above is why this would be a huge customer service improvement for SD



Yes, probably 80-90% of the questions to the custom shop could only be answered by the one making it BUT a service rep could at least take calls, answer the other 10-20% of questions, give updates on orders, set up a queue of questions for the custom shop, etc.

Not my company, but I think this would be a great idea for SD to consider...
 
Re: Contacting Custom Shop

I am in the enviable position (ha!) at explaining this when I have no idea why this happens, other than I've been told the Custom Shop people are extremely busy, and there is only a few people who build Custom Shop pickups. I am sure a hired customer service agent couldn't answer the questions they would get (like the OPs). It is a really specialized skill, and anyone who has it is better off building pickups than answering phones. This is no excuse, however.
If the OP wants to PM me their name #, and description of what they want, I will try to get it at the right people. I am not a customer service person, but I might be able to help.
 
Re: Contacting Custom Shop

It's very generous of you to offer to help so much with issues beyond your control. I definitely respect that.
 
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