Abusing Our Pals At Customer Service

[bovinehost]

Ladies and Germs,

I like to think I get things right most of the time, but I have to say that I got one wrong this week, and I apologize to the original poster, Customer Service and to YOU guys for giving you the wrong impression and further adding to the heavy load at all the desks at EBMM.

"Contact Customer Service first" has become sort of a mantra on the forum, but clearly it isn't always the answer. CS is busy. Not too busy to handle CS issues, mind you, but there are some problems that should be handled between the customer and the dealer.

That should really be the first question - "Is this something the dealer should handle?" I'm going to try to keep this is mind and I ask you to do the same.

Again, sorry to have you led you astray, but I hope I'm capable of learning (still).

Jack

[mynan]

Just when I thought I had found another absolute...

[WillPlay4Food]

To be fair, BP has that whole "don't PM me, call customer service" thing going on in his signature too.

[kevin]

To be fair, BP has that whole "don't PM me, call customer service" thing going on in his signature too.

the first step in the process is always to contact the dealer from which the instrument was purchase, we just happen to spoil everybody and have them come straight to us. Basically what jack is saying is just use some common sense before moving forward.

example: Someone calls in for an eta on their special order instrument, we tell them its 2 months out. 2 weeks later we get another call.......to ask if anything has changed. We then tell them 1 1/2 months......the 3-4 weeks later we get another email/phone call just to "make sure its still in the pipeline" We tell them its 2 weeks out. 2 weeks later to the day we get another call. Things like that are what we get bogged down with. Just like common sense would say you shouldn't PM the owner of the company to get a new pickguard....but believe it or not...it happens. Just use common sense when exploring what avenue to tak and you should be fine.

kevin@ernieball.com

[Big Poppa]

Will Play I have always said that before posting issues on the forum that you contact customer service. I have also said that the dealer is your first line of attack.

What we are talking about is forumites specifically calling where it is not even in the arena of customer service. About every 6 months I have to remind you guys that calling to find out the following does not fall under customer service:

!. Where is my guitar in the factory now

2. How many have you made like that this year

3. What is the proper date stamp on the midrange pot for 1996

4. What is (insert Name here) doing this weekend

This morning was a perfect example. Dan has 200 dealers to handle and try to get them to stock and promote. Jack strongly suggests that a guy with a 12 year old finish problem in Hong Kong not write or email customer service but call Dan on the toll free number. WE will always be happy to help with any problems but that call is Dan dropping everything he is doing, not talking to customers and selling a guy a body that his dealer or distributor should be handling. ALso this is a problem that can be handled by AJ, Evan, Aziah, and such.

I am really just askng to make sure that you have a real customer service problem before calling or emailing.......Most are covered in the FAQ's and forum topic searches.

HOw do I gently remid all of you that are not getting enough contact here that we just cant be pen pals.......

[thunder]

bp. i sent you and scott an email on dan and a.j. i must tell those two are awsome. when a problem a rises (there aren't many), those two go out of their way to make me happy. you guys have the best customer service in the business. (i've delt with just about every bass company). dan and a.j. should hold a clinic and show other companies how it is done.

[newtley]

HOw do I gently remid all of you that are not getting enough contact here that we just cant be pen pals.......

So is this what's called tough love?

[eadg98005]

To me, the most noticeable example of premier customer service is that every day while I (mostly just) lurk and learn here, multiple employees of MM are regularly contributing to the posts; and what really is impressive (on top of that) is that the company's #1, BP, is consistently here. You want to talk about knowing your core customer base and having a pulse on what's happening with your business? Many companies, not just instrument builders, should follow the example that we (probably taking for granted) see every day!

Customer service is not a policy, it's a mentality; and, I have personally never seen any company exemplify it any better, nor more consistently than EB.

That is the number one reason (okay, actually number two - I LOVE the basses) why, even though my first "real bass" was purchased in 1981 from Leo's last company, and even though I am (traditionally) a very loyal customer, I play only my MM's (SR5 and Sterling - both single H) on stage now. I spend my own hard earned cash on my equipment and I want to feel appreciated by the company(ies) I spend it with. The interaction with EB's employees that happens here (helps in a way) to make me feel appreciated.

[WillPlay4Food]

I was just saying it wasn't only bovine that told people to contact customer service, that's all I meant by my post. just seemed like the easiest example at the time was BP's sig, which is why I posted that.

[maddog]

No worries, all. BP has pointed out a problem. Let's help fix it.

[jaylegroove]

Just one stupid question. I got my SR5 on a trade. If I ever experience any kind of issue, who should I get in touch with ?

Second stupid question : what if I get a used MM from someone in Germany or Italy, and myself being French ? Who to contact ?

Thanks

[Big Poppa]

will play are you slow today. I have never said not to contact customer service with a customer service problem The forumites are not getting enough here and are now swamping the dept with way too much BS that isnt customer service. Plesae dont post about my sig as it doesnt mean a bi weekly call to Beth to find out where your guitar is...
\
Is it possible that you guys can just realize that I wouldnt mention it if it wasnt becoming unmanagable.

[kevin]

Just one stupid question. I got my SR5 on a trade. If I ever experience any kind of issue, who should I get in touch with ?

Second stupid question : what if I get a used MM from someone in Germany or Italy, and myself being French ? Who to contact ?

Thanks

Beth Johnson and I(Kevin Scoles) handle all International Customer Service inquires, if you ever have any questions, concerns or issues feel free to PM or email either one of us.

kevin@ernieball.com

[jaylegroove]

Thanks Kevin for your fast and accurate reply. Now I know if I ever experienced any issue I could drop you an email without feeling "guilty".

[bovinehost]

Listen, guys, you probably know if you're part of the problem. If you're not, don't sweat the details. If you are, then all we're asking is that you chill and let the people who build/design/setup/sell your guitars do their jobs.

If you've talked to anyone in SLO or Indio more than twice this year, then you're way ahead of me. I find reasons to NOT call the factory rather than the other way around. I like Scott Ball an awful lot and consider him a friend, but I don't call him every week, even when - maybe especially when - I have something on order. Same goes for Beth and Jon and everyone else. They know my number and can call me if they need to.

You see that a lot of the employees (and the employer, now that I think about it) have "customer relations" or "customer service" under their names here on the forum. Well, it's not really accurate.

There IS no Customer Relations Office and, if there were, you wouldn't want to talk to the people in it. Hah. You know what I mean. Or, if you don't, realize that Beth is THE International Sales person, Dan has I don't know how many sales accounts to service, Jon S is THE authorized repair guy, Scotty wears about a zillion different hats and on and on and on.

They have jobs that many times cause your instruments to get to you. Let them do that.

Do what I do, and I don't say that very often, but in this case, it's okay. Treat those phone numbers as Guitar-Bass 911. Don't call to see if there's an ambulance near you or if they really have those paddles that can shock your heart back into functioning. Find reasons to NOT call them.

Your first contact is your dealer.

You can always PM me (and often do) and I'll do what I can to answer your general questions. If I don't know, I'll find out.

And again, if you're not doing this, if you're not calling or emailing with "Where's my guitar now?" and all that, just ignore this thread, okay? And if you ARE, you don't have to defend your actions or justify them or anything - no one's losing sleep or hunting down your dog or writing bad things about you in their diary. It's just that certain people are being overwhelmed and we need to do what we can to fix that.

We'll all be better off for it!

Jack