Customer Service Issue / Return

[dalandser]

Hello,

I'm new to the forum, but I'm not new to playing and modding guitars. I returned an SSL-1 reverse wound middle pickup and forgot to put the RMA number (busy day) on the package when I sent it back. It hadn't been installed - in brand new condition because I bought it for the S-1 switching system which I was unaware does not work with reverse wound middle pickups until I had bought the pickup set. I sent the pickup back two weeks ago and I have since left two voice messages and emailed the company asking about whether or not they had any information and I have yet to hear back. I leave my name, phone number, and RMA number and I have yet to hear back. I was swapping out pickups about seven years ago and although I hadn't forgot to put the RMA number on the box that time, I had a much better experience with the customer service at SD. This time I keep getting sent to voicemail while I'm in the waiting queue on the phone - even when I'm in position number one. I spoke with a secretary and was sent to the phone queue and then to voicemail the last time I called. To me it feels like the customer service in this company has changed since I last time I was swapping out pickups. I live in California nearby the factory - maybe two hours driving and I've used a lot of SD pickups. This experience has been a pretty big turn off for me. Am I experiencing something unusual compared to other people's experience these days? Thank you for your time.

Anthony

 

[BenPerkins]

Customer Service Issue / Return

Shipping things without an RMA number can sometimes slow things down.

 

[dalandser]

Re: Customer Service Issue / Return

Thanks. I feel dumb for forgetting to do that simple thing, but I have been expecting at least a response from the company. I wouldn't mind if it was even "You're out of luck," or "Its going to take awhile because you forgot the RMA number." But to have no replies to three messages (2 voicemail, 1 email) spaced out over two weeks feels different from dealing with the company back when I was switching out pickups for my EBMM JP6 trying for find the right pickups for what the sound I was looking for. They were really helpful and easy to get in contact with. I felt like it was a company that really cared about customers when they'd answer the phone or call me back in the same day. Maybe the forum is more of a part of the company than it was back then. They even mention it while being on hold while waiting to speak with someone. Back then I didn't even have the Internet at home (putting myself through college) so I never went through the forum for customer service. Thanks for the replies. Is Mincer a moderator that also works for the company?

 

[treyhaislip]

Re: Customer Service Issue / Return

Thanks. I feel dumb for forgetting to do that simple thing, but I have been expecting at least a response from the company. I wouldn't mind if it was even "You're out of luck," or "Its going to take awhile because you forgot the RMA number." But to have no replies to three messages (2 voicemail, 1 email) spaced out over two weeks feels different from dealing with the company back when I was switching out pickups for my EBMM JP6 trying for find the right pickups for what the sound I was looking for. They were really helpful and easy to get in contact with. I felt like it was a company that really cared about customers when they'd answer the phone or call me back in the same day. Maybe the forum is more of a part of the company than it was back then. They even mention it while being on hold while waiting to speak with someone. Back then I didn't even have the Internet at home (putting myself through college) so I never went through the forum for customer service. Thanks for the replies. Is Mincer a moderator that also works for the company?

...more of the same at SD. I love their products but their Customer Service is pretty lacking in the communication department.

 

[Shooter.556]

Re: Customer Service Issue / Return

This seems to be a common occurrence in the last month or so, I am blaming NAMM.. I think they are just swamped and very overwhelmed, I over paid for something at Christmas due to the online checkout not taking my discount code and they emailed me and refunded my money a few days later. They just have a lot going on and are to me experiencing some growing pains in their business in both production and customer service due to NAMM orders..

 

[Funkfingers]

Re: Customer Service Issue / Return

Mincer will sort this out.

Probably but, according to Mincer, there is somebody in a salaried position who is supposed to handle such matters. :banghead:

 

[Ops Boss]

Re: Customer Service Issue / Return

Hi Anthony,

I sorry to hear about your bad experience with customer service. Can you tell me your full name, the RMA number they gave you and the date the pickup was sent to the factory. Also please let me know the reason for return (i.e repair or 21 day exchange). This will help me track it down.

Paul

 

[Mincer]

Re: Customer Service Issue / Return

PM me your info so I can see if I can find out anything for you.

 

[dalandser]

Re: Customer Service Issue / Return

Thanks for the help. PM's sent.

 

[LokoJo]

Re: Customer Service Issue / Return

Hello Anthony - SD and company is very busy these days as they are going great guns on a lot of new equipment. It took over 2 months to get a set of Pearly Gates from them and they even gave me the wrong order number and made a mistake on the calibration of neck and middle pick - up which I caught when re-calibrating the pickups. The pickups however are dynamite and probably the best I've ever had. I think the Duncan company should expand by hiring engineers to bolster and take a load off their "overloaded working staff." But then again Seymour is doing such a great job it is hard for us players to even give him advice. We must remember that luthiers, in general, (as well as electronic guitar engineers) are underpaid and overworked. I know of luthiers that take up to a year to do what Seymour Duncan and company do in months. Also do not push too hard or we may find the price of things going up. Have patience my friend, Seymour will get to you. Just thank God we don't have to buy Chinese pickups and with that in mind I will close this letter and hope it gives you a little patience with Seymour and company.

 

[Mincer]

Re: Customer Service Issue / Return

We should be hearing back soon- the info got to the right people.

 

[dalandser]

Re: Customer Service Issue / Return

Thank you very much. I appreciate it. Have a good day.

 

[dalandser]

Re: Customer Service Issue / Return

Sorry just a little curious. Should I expect to be hearing back through the forum about this or my personal contact info I left with SD when making the first return phone call?

 

[treyhaislip]

Re: Customer Service Issue / Return

We should be hearing back soon- the info got to the right people.

Sorry just a little curious. Should I expect to be hearing back through the forum about this or my personal contact info I left with SD when making the first return phone call?

So between the 19th and 23rd they were aware and still no response?...

Just a suggestion, perhaps SD should hire a 3rd party company to handle customer service, if everyone is this busy then something should change if SD values customer service (they may not, not all companies care about response times to customer inquires.)

 

[Mincer]

Re: Customer Service Issue / Return

I have contacted them once again. They should have your info from your RMA number.