JabooWookie
New member
I joined the forum just so I could make this post. Not sure if this is even the right sub-forum, but here goes.
So right around Thanksgiving I emailed customer support trying to get some new replacement screws for a pickup and Keith emailed me back and said if I was in the US they'd just send me some. Awesome! I sent him my address and I've still not received them. No biggie. Well here's where it gets weird.
About two weeks before Christmas I get a package from the Seymour Duncan Custom Shop. I opened them up and it was a brand new shiny gold set of Pearly Gates. I said to myself WTF? The invoice had my name and address, but it clearly stated they were built for somebody else.
I immediately called customer service, and it took me about 4 calls and about an hour of wait time to finally reach somebody. I had to 0 out to the receptionist and have her track somebody down. I'm guessing it's a small operation, but that was strange in and of itself. So I finally got a hold of somebody and explained to him what was going on. He confirmed the pickups did belong to the guy whose name is on the invoice and neither of us could figure out how my name got attached to the order. I told him I had requested some screws recently and that was it. He thanked me for my standup-ness and said he'd email me a shipping label for the pickups and get my screws and a few free t-shirts in the mail to me. I hung up with a warm wave of good karma washing over me.
Fast forward to the next day and I still hadn't received the shipping label, so I tried to call again and I kept getting Keith's voicemail. I did that for a day or two and finally left a voicemail for him with a short description of the issue and my contact info and expected a call back. That was the week before Christmas. I was out all last week on vacation and never received a call. Tried to call again today and the customer service option went straight to his voicemail again.
This is beyond frustrating and such a strange situation. Some poor guy is waiting for his $300 custom shop pickups and there just sitting here in my office. I have no idea what to do with them. I have even tried to message random guys with the same name on Facebook to see if they have ordered them. It was a pretty common name so I picked the ones that had guitars in their profile pictures or looked like musicians. Needless to say I never got a response from anyone.
I realize it's the holidays and everybody is out, but at this point I don't know what to do. Should I just ship them back to Seymour Duncan on my dime in the hopes they get to the right guy? I'm not confident that would happen based on my recent experiences.
Sorry for the novel!
So right around Thanksgiving I emailed customer support trying to get some new replacement screws for a pickup and Keith emailed me back and said if I was in the US they'd just send me some. Awesome! I sent him my address and I've still not received them. No biggie. Well here's where it gets weird.
About two weeks before Christmas I get a package from the Seymour Duncan Custom Shop. I opened them up and it was a brand new shiny gold set of Pearly Gates. I said to myself WTF? The invoice had my name and address, but it clearly stated they were built for somebody else.
I immediately called customer service, and it took me about 4 calls and about an hour of wait time to finally reach somebody. I had to 0 out to the receptionist and have her track somebody down. I'm guessing it's a small operation, but that was strange in and of itself. So I finally got a hold of somebody and explained to him what was going on. He confirmed the pickups did belong to the guy whose name is on the invoice and neither of us could figure out how my name got attached to the order. I told him I had requested some screws recently and that was it. He thanked me for my standup-ness and said he'd email me a shipping label for the pickups and get my screws and a few free t-shirts in the mail to me. I hung up with a warm wave of good karma washing over me.
Fast forward to the next day and I still hadn't received the shipping label, so I tried to call again and I kept getting Keith's voicemail. I did that for a day or two and finally left a voicemail for him with a short description of the issue and my contact info and expected a call back. That was the week before Christmas. I was out all last week on vacation and never received a call. Tried to call again today and the customer service option went straight to his voicemail again.
This is beyond frustrating and such a strange situation. Some poor guy is waiting for his $300 custom shop pickups and there just sitting here in my office. I have no idea what to do with them. I have even tried to message random guys with the same name on Facebook to see if they have ordered them. It was a pretty common name so I picked the ones that had guitars in their profile pictures or looked like musicians. Needless to say I never got a response from anyone.
I realize it's the holidays and everybody is out, but at this point I don't know what to do. Should I just ship them back to Seymour Duncan on my dime in the hopes they get to the right guy? I'm not confident that would happen based on my recent experiences.
Sorry for the novel!
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