Seymour Customer Service SUCKS!

[wessman]

Hi!

When you got this:

"Request Submitted!
Thank you for your inquiry!
We will contact you soon at xxxxxxxx@yahoo.com with the information you requested."


When did they reply you? Let me guess, they never replied, right?!
I filled out million times (nearly) their %¤#¤ form, but they never bothered to reply - dunno what their "SOON" means. For some people "soon" means 1 day, but to Seymour, it likely means 1 year or probably more - so it feels at least! I contacted EMG and Dimarzio and they replied in a flash, and thus, I think I´ll go with one of them, AS I NEED help to select the correct PU´s. You got the same lazy service from Seymour like me? Seymour better employ more staff in their Customer Service Dep, or maybe they haven´t yet established such.

Reggae man who feels p#ssed off/on.

 

[Zerberus]

Re: Seymour Customer Service SUCKS!

Interesting... all of my inquiries to date were answered in a timely and cordial fashion....

How long have you been waiting?? A week or so is absolutely OK IMO, and if you need help NOW there´s always the Customer service hotline....

 

[Lu_B]

Re: Seymour Customer Service SUCKS!

Unusaual. Most folks here rave about SD customer service so I'm a bit suprised to hear your problems.

I'd check your spam settings on your email account to check the reply has not been classified as spam and put in the trash.

My company is experiencing lots of problems with ISP's and their over zealous spam filters. Especially AOL, Yahoo and BT to name a few. They're not informing customers when the change the settings.

Worth a shot, failing that PM Evan Skopp - he's their VP for Marketing

 

[theodie]

Re: Seymour Customer Service SUCKS!

I have heard from a few people that the service was VERY lacking. I have never had a problem though.

 

[Jay 77]

Re: Seymour Customer Service SUCKS!

I was responded to in 2 days. I don't see how that's bad, considering they must get flooded with inquiries.

 

[guitarslinger213]

Re: Seymour Customer Service SUCKS!

if you want a pickup question answered today, tech@dimarzio.com

 

[JeffB]

Re: Seymour Customer Service SUCKS!

I don't know what Duncan's service is like, but I suspect this forum is probably the best CS tool they have, and looks like you've found it

That said, I've had great CS from DiMarzio as well..those folks were SUPA quick and SUPA helpful.

Now..what is the question you posed to Duncan..maybe we can help you?

 

[Scott Miller]

Re: Seymour Customer Service SUCKS!

Hi Wessman,

I am sorry that you're email was not replied to. When did you send it? If it was in the last week or so, the problem is that most of our CS/sales people are out of the office (some at a European trade show in Frankfurt Germany, and some are at the Fender 50th (or is it 60th?) anniversary concert in Arizona)----leaving me to answer many hundreds of emails. I realize that this does not necessarily help you in this situation, but I felt like we owed you some sort of explanation. We do answer most emails within 24-48 hours, but when shorthanded that can stretch out a bit. I would like to personally invite you to call me directly for any future questions. I am the technical support lead here at Duncan, and I genuinely take it to heart when someone is dissatisfied with the quality of service they feel they have received (or not received). I can be reached directly at Seymour Duncan at:

(805) 964-9610 ext 1034.

 

[PoorMan]

Re: Seymour Customer Service SUCKS!

I've never used Duncan's email for tech support, but I've called them more than once and they've been great.

 

[Zhangliqun]

Re: Seymour Customer Service SUCKS!

Last year I inquired about a rewind and they responded pretty quick. Once I sent the pickup in, they lost track of it for several weeks -- but they apologized and did the rewind for free. Especially considering how well the rewind turned out, I can't complain.

 

[Jocelyn]

Re: Seymour Customer Service SUCKS!

Hey wessman I am sorry to hear, that, but I must say I have recveid nothing but the best service from Duncan. Also this forum is simply great. I am sure all your q can be ans even out here. And I know you want your q ans thats why you posted out here

 

[RevJToad]

Re: Seymour Customer Service SUCKS!

I gotta chime in on the affirmative as well - I sent them a request quite some time ago, and have yet to hear back. I was told by forumites that I shouldn't expect a fast reply because it was the week leading up to NAMM, so I sort of forgot about it until this was brought up.

But now that he mentions it, it's been ages.

 

[Fresh_Start]

Re: Seymour Customer Service SUCKS!

Several years ago I sent a couple of emails to the company with technical questions. I never received anything other than the automated reply.

However, I discovered this forum - you can learn almost everything you need to know here

As a last resort, I call technical support on the phone. They have always been GREAT about helping me out. Scott Miller's post above should give you some idea of how dedicated he is to helping customers.

Chip

 

[Benjy_26]

Re: Seymour Customer Service SUCKS!

Never gotten anything but excellent service from SD. Maybe you put in your e-mail incorrectly? Hey, it's happened to me more than once. :burnout:

 

[Archer_of_Fish]

Re: Seymour Customer Service SUCKS!

I have always had prompt professional service from Duncan (and EMG) perhaps there is more than meets the eye here? Who knows though?

It is Dimarzio that has given me fits and resulted in my completely abandoning the use of their products.

Bottom line is that Duncan has great service...if I didnt really believe that I would not say it.

 

[hamerfan]

Re: Seymour Customer Service SUCKS!

Got a spare part within 2 weeks! and for free! to Germany!
Great Service!

 

[wessman]

Re: Seymour Customer Service SUCKS!

Hi!

I got the response today....was worth to rase my voice a bit here :smokin:
I´m calm ´n happy now. I think I´ll go with Seymour.

BR, Reggae man

 

[Surgeon]

Re: Seymour Customer Service SUCKS!

Hi!

I got the response today....was worth to rase my voice a bit here :smokin:
I´m calm ´n happy now. I think I´ll go with Seymour.

BR, Reggae man

Glad everything worked out for ya...

When you manage that many questions some are sure to slip through the cracks at one point or another... it's just really frustrating when it's yours... that's understandable.