After weeks of trying to get some answers I decided to say screw it to Seymour Duncans. No reponses from email, instagram, twitter. I have been a long time user of your pups and this is no way to treat your loyal customers by not answering. I opted to go with a competitor since they were able to answer my questions within a day. 3 weeks later and I am still waiting for some kind of response from SD. I have missed valuable studio time because of your laziness not to answer a simple question. There is absolutley no excuse for making your customers wait for a response. Im not the only one who has complained about this.
Customer service
- Thread starter Ajkirby
- Start date
darthphineas
New member
Re: Customer service
#1
#2.
I also prefer the phone.
less likely for people to read their own 'issues' into it when it's a live conversation. and it's quicker - by the time you get to about 3 emails/PMs/etc., you're wasting the time a call would've saved.
#1
#2.
I also prefer the phone.
less likely for people to read their own 'issues' into it when it's a live conversation. and it's quicker - by the time you get to about 3 emails/PMs/etc., you're wasting the time a call would've saved.
Re: Customer service
Just a general statement here, not specific to this brand or situation;
Companies should not have the social media outlets listed under their "contact us" link, unless they can handle the volume of inquiries it entails.
Just write "contact us by phone call only" and then have them leave a brief message and call-back number,,,,,,,,,,,,,but honestly that would probably take even more time to respond lol.
Just a general statement here, not specific to this brand or situation;
Companies should not have the social media outlets listed under their "contact us" link, unless they can handle the volume of inquiries it entails.
Just write "contact us by phone call only" and then have them leave a brief message and call-back number,,,,,,,,,,,,,but honestly that would probably take even more time to respond lol.
Re: Customer service
Sorry I left that part out. I did call. Got placed on hold for a lenghty amout of time. Not living in the US and with my carrier it gets expensive fast so I rely on email. Dont get me wrong, I love SD products, been using them for years. Im just not happy about the customer service. Its in regards to shipping to Canada. I have hunted high and low for a set of Nickel Blackouts. But it seems no one here in my region has them or can get them. I have tried Amazon, Reverb, Ebay and others with no success getting them shipped to Canada. Im not sure if its a border issue ot if they are just not availble here. I wanted to find out whats going on with them and gold. Black is availble, but it isnt what I am after. I was hoping SD would look into this or maybe ship me a set if I covered shipping costs. I see no reason to ignore the emails I have sent. Its a legit question.
Sorry I left that part out. I did call. Got placed on hold for a lenghty amout of time. Not living in the US and with my carrier it gets expensive fast so I rely on email. Dont get me wrong, I love SD products, been using them for years. Im just not happy about the customer service. Its in regards to shipping to Canada. I have hunted high and low for a set of Nickel Blackouts. But it seems no one here in my region has them or can get them. I have tried Amazon, Reverb, Ebay and others with no success getting them shipped to Canada. Im not sure if its a border issue ot if they are just not availble here. I wanted to find out whats going on with them and gold. Black is availble, but it isnt what I am after. I was hoping SD would look into this or maybe ship me a set if I covered shipping costs. I see no reason to ignore the emails I have sent. Its a legit question.
darthphineas
New member
Re: Customer service
having heard that previously, I thought I'd try an experiment and I tried to call in back around late March or early April to get to customer service. would be on hold for about 10 minutes or so, then it would disconnect. did that every day for a week. the first day, I repeated the call a few times. always the same result. seems like the experiment was very much in line with what others have been talking about.
who knows... could be an "international" issue. there was something that popped up not long about about an insane amount that Ormsby Guitars was charged for an order to Australia - starts at about 15:00.
agreed. totally legit.
having heard that previously, I thought I'd try an experiment and I tried to call in back around late March or early April to get to customer service. would be on hold for about 10 minutes or so, then it would disconnect. did that every day for a week. the first day, I repeated the call a few times. always the same result. seems like the experiment was very much in line with what others have been talking about.
who knows... could be an "international" issue. there was something that popped up not long about about an insane amount that Ormsby Guitars was charged for an order to Australia - starts at about 15:00.
agreed. totally legit.
BartOfDarkness
New member
Re: Customer service
Personally, I like Email because it allows me to have the most clear and concise wording possible when I try to describe my tonal objectives to a pickup company (I'm not the most well spoken individual). With that being said, Duncan is the only company I've had trouble getting in contact with.
Personally, I like Email because it allows me to have the most clear and concise wording possible when I try to describe my tonal objectives to a pickup company (I'm not the most well spoken individual). With that being said, Duncan is the only company I've had trouble getting in contact with.
51501984
New member
Kostas
New member
Re: Customer service
No way I would make an international call even if there was no waiting time.
That's what I have done twice. I contact him with my requirements, he orders the pickup and a couple weeks later he mails the order.
No way I would make an international call even if there was no waiting time.
Re: Customer service
Exactly this.
Also I'd think it to be a much more time-efficient method of response for the company, not having to deal with the inevitable small-talk and needless unrelated questions or comments on calls.
In addition it's easier to screen-out those few that are obviously just dancing around with their own thoughts. ("what would this model sound like in this wood and how does it compare to that model in that wood with these pots going into that amp")
My main reason for much preferring email responses is simply this; I often just can't always answer my phone for random-time call-backs, and even when I can it's often hard to hear or concentrate, especially if driving.
Exactly this.
Also I'd think it to be a much more time-efficient method of response for the company, not having to deal with the inevitable small-talk and needless unrelated questions or comments on calls.
In addition it's easier to screen-out those few that are obviously just dancing around with their own thoughts. ("what would this model sound like in this wood and how does it compare to that model in that wood with these pots going into that amp")
My main reason for much preferring email responses is simply this; I often just can't always answer my phone for random-time call-backs, and even when I can it's often hard to hear or concentrate, especially if driving.
LtKojak
New member
Re: Customer service
http://www.seymourduncan.com/dealers-international?country=Canada
There are 576 Duncan dealers (plus the distributor) in Canada that can process your order and yes, a nickel set of Blackouts is indeed available as a stock order. Choose the one closest to you and use'em. All listed with both an e-mail and a phone.
HTH,
PS: the Duncan Customer service structure sucks donkey balls and I don't think any effort's been made to make it better. However, as a foreign country customer, you should've used your country's and not the american. Just sayin'!
You've been doing it wrong.
http://www.seymourduncan.com/dealers-international?country=Canada
There are 576 Duncan dealers (plus the distributor) in Canada that can process your order and yes, a nickel set of Blackouts is indeed available as a stock order. Choose the one closest to you and use'em. All listed with both an e-mail and a phone.
HTH,
PS: the Duncan Customer service structure sucks donkey balls and I don't think any effort's been made to make it better. However, as a foreign country customer, you should've used your country's and not the american. Just sayin'!
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Dahla
New member
Re: Customer service
The world is global. Phone, opening hours and time zones is a crutch, so social media helps for non-US customers.
Just a point of view from someone outside US of A.
Sent from my iPad using Tapatalk
The world is global. Phone, opening hours and time zones is a crutch, so social media helps for non-US customers.
Just a point of view from someone outside US of A.
Sent from my iPad using Tapatalk
AniML
New member
Re: Customer service
Global, another stupid buzz word. The world has been "global" at least since proven to not be flat. Please note at the time of my post, the OP had not yet shared that he was not in the US.
Kojak wins the thread, anyway
The world is global. Phone, opening hours and time zones is a crutch, so social media helps for non-US customers.
Just a point of view from someone outside US of A.
Sent from my iPad using Tapatalk
Global, another stupid buzz word. The world has been "global" at least since proven to not be flat
. Please note at the time of my post, the OP had not yet shared that he was not in the US. Kojak wins the thread, anyway
darthphineas
New member
Re: Customer service
how long have you been buying the brand? even if the brand came stock in a guitar.
which other brand did you go with?
will you be updating the thread when you do get a reply? seems that people are interested in this sort of thing.
what was the original question?
do you think there would be value in this thread being left visible (even if 'closed') when you finally get your reply?
+1
or any inquiry, for that matter.
how long have you been buying the brand? even if the brand came stock in a guitar.
which other brand did you go with?
will you be updating the thread when you do get a reply? seems that people are interested in this sort of thing.
what was the original question?
do you think there would be value in this thread being left visible (even if 'closed') when you finally get your reply?
+1
or any inquiry, for that matter.
treyhaislip
Well-known member
Re: Customer service
I had a similar issue when I ordered (and payed) through the Custom Shop–called, e-mailed, left messages...even had forum Admin Mincer trying to reach out to SD. Never received a reply. Ever. Just got a super fast refund when I e-mailed in cancelling the order.
I ended up selling the Strat I had ordered the pickup for and went with a Custom Tele set order from Revel Pickups and couldn't be happier with the bridge pickup he made (I'm still on the fence about the neck pickup–love/hate.)
SD makes great pickups, they just don't seem to care about Customer Service. These issues keep coming up and SD has done nothing to fix it so their actions indicate they just don't care. I agree with LtKojak–the OP should try one of the Canadian dealers...but that still doesn't excuse SD from not responding at all.
I had a similar issue when I ordered (and payed) through the Custom Shop–called, e-mailed, left messages...even had forum Admin Mincer trying to reach out to SD. Never received a reply. Ever. Just got a super fast refund when I e-mailed in cancelling the order.
I ended up selling the Strat I had ordered the pickup for and went with a Custom Tele set order from Revel Pickups and couldn't be happier with the bridge pickup he made (I'm still on the fence about the neck pickup–love/hate.)
SD makes great pickups, they just don't seem to care about Customer Service. These issues keep coming up and SD has done nothing to fix it so their actions indicate they just don't care. I agree with LtKojak–the OP should try one of the Canadian dealers...but that still doesn't excuse SD from not responding at all.
Re: Customer service
Well, I know we hired at least one more person, and if it is something I hear about, I try to get it to the right person. I get frustrated, too. We see less of these kinds of threads, but still some pop up. I am sorry about this, and if I had known, I would have got you in touch with the right people.
Well, I know we hired at least one more person, and if it is something I hear about, I try to get it to the right person. I get frustrated, too. We see less of these kinds of threads, but still some pop up. I am sorry about this, and if I had known, I would have got you in touch with the right people.
LtKojak
New member
Re: Customer service
Even if you hire ten more people, if you don't get the actual process of managing the customer call up to snuff, it won't change a thing.
HTH,
It's not because it happens less, it's because people simply give up, acknowledging the absolute futility of complaining and getting the matter resolved in a reasonable time frame.
Even if you hire ten more people, if you don't get the actual process of managing the customer call up to snuff, it won't change a thing.
HTH,
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Re: Customer service
Update!!!!
Ok I have contacted banjomikes, they dont have stock but can get them. I got an email from the good folks at Macdaddy Music. They have stock and are willing to ship them to me.
I did contact the Canadian distrubitor but no stock listed and not sure if they could get them.
I want to thank everyone for their ideas and help in this situation. I really hope hat SD improves their customer service level. They make awesome products and would probably get more international sales if they would respond back. This seems to be a common issue. You have to wonder how many sales they have lost because of customer service.
Someone asked what pickups I went with the EMG Hetfield set. By tweaking the capacitor values, I have a pretty close tonal sound as the blackouts. Just missing that punch.
First set of duncans I ordered was back in the early 90's was a screamin demon bridge. Since then I have bought dimez, JB's, 59's and invaders. I have always prefered duncans for the styles of music I play. EMG 81's are great too, but I find them too bright for my needs and the 85 a bit muddy. I also run Fishman Fluence Classics. Great for classic rock, hair band rock but could not achive the tones I was looking for. Those are just my opinions.
Blackouts in Nickel are on their way and am excited to get them in.
Thanks again everyone and I really hope that Seymour Duncan can straighten out their customer service, especially for international shoppers like myself. I will post some pics when I get them installed.
Update!!!!
Ok I have contacted banjomikes, they dont have stock but can get them. I got an email from the good folks at Macdaddy Music. They have stock and are willing to ship them to me.
I did contact the Canadian distrubitor but no stock listed and not sure if they could get them.
I want to thank everyone for their ideas and help in this situation. I really hope hat SD improves their customer service level. They make awesome products and would probably get more international sales if they would respond back. This seems to be a common issue. You have to wonder how many sales they have lost because of customer service.
Someone asked what pickups I went with the EMG Hetfield set. By tweaking the capacitor values, I have a pretty close tonal sound as the blackouts. Just missing that punch.
First set of duncans I ordered was back in the early 90's was a screamin demon bridge. Since then I have bought dimez, JB's, 59's and invaders. I have always prefered duncans for the styles of music I play. EMG 81's are great too, but I find them too bright for my needs and the 85 a bit muddy. I also run Fishman Fluence Classics. Great for classic rock, hair band rock but could not achive the tones I was looking for. Those are just my opinions.
Blackouts in Nickel are on their way and am excited to get them in.
Thanks again everyone and I really hope that Seymour Duncan can straighten out their customer service, especially for international shoppers like myself. I will post some pics when I get them installed.
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