EARTH TO SEYMOUR... Anybody Home???

T

TheGuitarCustomShop

New member
This post is for ANYONE at the Customshop - MJ, Scott Miller, Alex Semple, or even SEYMOUR!

I'm still waiting for one pickup (the 5-string p-bass singlecoil) which I ordered back in February, as well as the $140 credit card rebate (shipping overcharge from the first shipment) that Scott promised to credit back to me in SEPTEMBER

(quote from Scott's email of 09/07/2005:

"The 5-string Single Coil P-Bass is not finished yet, but should be ready soon.

I will check with accounting to find out why you have not been refunded the $140 in shipping charges. I will make sure that the credit goes through right away."


I have emailed a DOZEN times since then, and never got a response. As well, i have telephoned (long distance) several times and left a message on the answering machine. But never any response! Did your file cabinet catch on fire or something? :smokin: You did used to have my phone number on file...

All kidding aside: This is really getting URGENT!!!

We already had ONE Custom Order cancellation (resulting in an "orphaned" fully built 7-string guitar) - 100% thanks to your crew there taking over SIX months to deliver the 7-string set. :blackeye:

This bass client has been EXTREMELY patient (his bass was ready - all except for the pickup - 6 months ago!) but he pretty much reached the end of his patience too - so PLEASE RESPOND ASAP.


Thank you for your attention!

Best Regards, Michael Walker

Michael@TheGuitarCustomShop.com

PS - if you are having some kind of email problem, please use my online direct contact link at TheGuitarCustomShop.com
 
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Re: EARTH TO SEYMOUR... Anybody Home???

Ah... I know this may be a bit of a pain in the rear but I bet the CS is a bit flooded. And remember its a Custom Shop, things are bound to take a bit more time.
 
Re: EARTH TO SEYMOUR... Anybody Home???

well, I've been TRYING HARD to cut them some slack... but this pickup was ordered back in FEBRUARY... more than FORTY WEEKS AGO (a far cry from the 16 weeks 'max' they originally promised me)


How would you feel like if you were in business, and the 'professional' customer service people from your suppliers dont return your calls and emails for months at a time.

And don't follow up on their fiscal promises?!!?!! (see Scott's email excerpt above)



Probably you wouldn't feel like you are a "valued' customer, would you??

I don't like having to resort to a public forum to get the attention of the management here - but OUR customers deserve BETTER!

Our client - who is STILL waiting for his pickup - can't BELIEVE that a reputable company like Seymour Duncan could mess up as badly as they have... Consider his plight for a minute.. he sunk a lot of spare cash into a custom built bass - which has been READY for six months, but he cant play it because the pickup hasnt appeared here yet.

Regardless of delays in production, I have been waiting THREE MONTHS (and counting) for a followup email from our "service rep" (who i havent heard from since SEPTEMBER) and it is just NOT RIGHT!! I have repeatedly emailed everyone in the company, and I have left numerous messages on the answering machine (does anybody ever check that thing) because NOBODY ever answers the phone in person there.

This the last of NINE pickups ordered back in the early spring, and we have received them ALL late, and with little errors in EVERY shipment so far (first order was shipped by wrong carrier - second order had no covers, etc etc).

Communication from the Duncan shop has been ABYSMAL through this whole dreadful experience, and i've still been waiting three months for the shipping overcharge from JUNE, which i was promised (finally) back in SEPTEMBER. What do i have to do - make a chargeback on my credit card??

I buy more than US$10,000 worth of guitar parts EVERY YEAR, and have never had more than a trivial problem from any of my 2 dozen other suppliers.

This has been a friggin NIGHTMARE, and I just want them to hurry up and send us the damn single coil pickup, refund the money owing from june, and let me mercifully close the books on this! I'd like very much to wrap up the accounting, but until i get the promised shipping refund, i can't!

An apology would be nice, too! :banana:
 
Re: EARTH TO SEYMOUR... Anybody Home???

Simple solution. Let me ask a question to the bros.

Has anyone else had similar problems?

Lets see if its general or if its just an unfortunate fluke.
 
Re: EARTH TO SEYMOUR... Anybody Home???

I have e-mailed the Custom Shop a few times with NO RESPONSE whatsoever...

I have a few old Duncans that have shorted out and I wanted to get them rewound so I inquired for the pricing and timeline...

Busy or not... IGNORING YOUR CUSTOMERS is BAD BUSINESS
 
Re: EARTH TO SEYMOUR... Anybody Home???

Sorry about the wait, but this reminds me of a funny bit from Seinfeld. The episode of the parking garage George and Kramer had their cars at, and George finds a condom in his car and that his car has been used by prostitutes.

George: "Well does it say anywhere in the contract about my car being used as a whorehouse?
'Cause I don't remember reading that clause either.."
Attendant: "What can I tell you buddy. Take it up with Consumer Affairs."
George:. "All right , just give me my car and let me get the hell out of here."
Attendant: "Well that's going to be a problem"
George: "Why?"
Attendant: "It's all the way in the back. Can't get it out for a couple of days."
George: "What are you talking about.. I WANT MY CAR!!"
Attendant: "We ask that you please bear with us."
George: "Bear with you! This is a parking lot PEOPLE ARE SUPPOSED TO BE ABLE TO GET
THEIR CARS!!!"
Attendant: "Ideally.."
 
Re: EARTH TO SEYMOUR... Anybody Home???

I had a Phat Cat rewind a year ago that they lost track of for a couple of weeks -- but they waived the $70 rewind fee so I got it for free.
 
Re: EARTH TO SEYMOUR... Anybody Home???

My experiences in life have taught me there are normally two sides to every tale. I'm sure we'll never hear the results, nut i'm sure its being handled. When I call the factory, I punch in the extension and 8 out of 10 times the person I wanted is on the phone.
 
Re: EARTH TO SEYMOUR... Anybody Home???

no, its a dial by name directory open tp anyone...
 
Re: EARTH TO SEYMOUR... Anybody Home???

never had a problem by e-mail or phone getting in touch with MJ at the custom shop or getting my pickups
 
Re: EARTH TO SEYMOUR... Anybody Home???

well for me I was actually impressed by them, answered 3 emails in one day once, I got my order quick and even had a call back when they said I would get a call back about a special PU I wanted. I dont know but so far very professional, hearing this I can only try to imagine and am actually shocked this could/did happen.
 
Re: EARTH TO SEYMOUR... Anybody Home???

This is probably better dealt with off the forum.
 
Re: EARTH TO SEYMOUR... Anybody Home???

If noone is responding to his emails or calls, where does that leave him? Why not use the forum at that point, he's run out of options.
 
Re: EARTH TO SEYMOUR... Anybody Home???

uh .. this guy's been more than patient, and is asking from a business standpoint on behalf of a customer, not demanding service for himself
 
Re: EARTH TO SEYMOUR... Anybody Home???

I find it's really weird with all these people saying to "call first" and "this is not the place for this". Nobody read his post? Nobody really thought about his words? What's he to do? Call the hundreth and oneth time?

Sorry I can't help you, but here's a bump.
 
Re: EARTH TO SEYMOUR... Anybody Home???

Mmm yeah. It isn't respectable to tell Michael that he's complaining in an inappropriate place. Where else could he go?

Anyway, Michael, I can't speak for this company but I'm glad to have you here. Sorry about what's happened but at least you found the SDF! :)
 
Re: EARTH TO SEYMOUR... Anybody Home???

This is really bad, I think this is the time for SD to do something extraordinary, to at least save some of their reputation as a good company.
 
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