Help! Can't ship to Australia?

[gurtejsingh]

Hey guys, the rubber grips on the volume knob on my JP15 finally gave way and has broken off after many years. I tried to place a simple order via the EBMM site for replacement as I can't find them anywhere easily here in Australia (atleast from my search online).

Seems I cannot even ship a simple item such as 3 rubber grips to Australia? Does any one know why? I am trying to reach out to the authorised dealer here to find out if they have it in stock, but I should be able to order something as simple as this from the site?

Could some one from Ernie Ball Support please answer my question and please tell me how I can get the replacement grips easily?

 

[Rod Trussbroken]

Try emailing Customer Service direct:
[email protected]

 

[gurtejsingh]

Try emailing Customer Service direct:
[email protected]

Thank you I will contact them, but it seems really hard to find any parts easily here in Australia. Wonder why is it like that? Last year the pickup selector stopped working, and if it wasnt for an amazing friend from here, I would have never got a replacement easily.

Surely some one would have some answers? It just feels really sad that a simple part like 3 rubber straps can't be shipped.

 

[DrKev]

Gurtej, did you try calling CMC Music? They are official distributor for Ernie Ball Music Man in Australia. Everything that goes to a dealer in Australia goes through them first. If there is a stock for Australia, they have it. They may be wholesale only and not able to sell to public but talk to them and ask. tel: +61 2 9905 2511 email: [email protected]

Their list of authorized dealers in Australia is here...

MUSIC MAN DEALERS - CMC Music

If you have no joy from anyone in a few days, send me a private message.

 

[A.J.]

Dr. Kev is right about CMC. If you reach out to our customer service through email we can arrange to sell the parts directly.

We are working on getting our parts set up for international shipment from our factory. While it seems simple, there are logistic concerns that need to be addressed before we can turn it on. Even then, we are looking at a way to ensure customers are ordering the right part without talking to a customer service rep. Here in the US where you can buy parts from the site we have customers who order the wrong parts on accident because they assume they are ordering the correct part without consulting anyone (usually this is an SBMM vs EBMM situation, but there are other instances with pickguards that look similar, etc). It's easy to correct here in the US because of proximity and lower shipping costs, no customs etc.

 

[Ishmun]

I'm in Sydney and I always go through Guitar Factory Parra (any retailer can do the same) - they will discuss with CMC and organise the sale - does take a little while to arrive though

 

[gurtejsingh]

Gurtej, did you try calling CMC Music? They are official distributor for Ernie Ball Music Man in Australia. Everything that goes to a dealer in Australia goes through them first. If there is a stock for Australia, they have it. They may be wholesale only and not able to sell to public but talk to them and ask. tel: +61 2 9905 2511 email: [email protected]

Their list of authorized dealers in Australia is here...

MUSIC MAN DEALERS - CMC Music

If you have no joy from anyone in a few days, send me a private message.

Thanks Kevin, I did reach out CMC as I have done that before too last year when my pickup selector had stopped working. I got this as an official response from them:

As we are the distributor we are not set up to sell direct, however you can order these through any Music Man dealer or any store that stocks Ernie Ball Guitar Strings & Accessories

Which I understand, but I now have to start calling each store and ask for availability of the item as I cannot find it online on their site. So far I have called 2-3 stores with no joy. The stores have been kind enough to tell me that if they find it they will get back to me, but I can imagine the whole process taking a good amount of time as they might have to back order it.

 

[gurtejsingh]

Dr. Kev is right about CMC. If you reach out to our customer service through email we can arrange to sell the parts directly.

We are working on getting our parts set up for international shipment from our factory. While it seems simple, there are logistic concerns that need to be addressed before we can turn it on. Even then, we are looking at a way to ensure customers are ordering the right part without talking to a customer service rep. Here in the US where you can buy parts from the site we have customers who order the wrong parts on accident because they assume they are ordering the correct part without consulting anyone (usually this is an SBMM vs EBMM situation, but there are other instances with pickguards that look similar, etc). It's easy to correct here in the US because of proximity and lower shipping costs, no customs etc.

Thanks for the reply AJ! I have reached out to the customer support email as provided above as well, still awaiting a response.

Thank you for the explanation, it makes sense. I agree that there are logistical concerns while shipping internationally and it's not an easy setup. However, there probably needs to be some way for people like me to access parts easily and not have to make multiple calls to different stores. As another user has alos pointed out, the whole process does take a bit of time and sometimes that also means that you cannot play the guitar (like my pickup selector stopped working last year) for a while.

 

[GWDavis28]

Thanks for the reply AJ! I have reached out to the customer support email as provided above as well, still awaiting a response.

Thank you for the explanation, it makes sense. I agree that there are logistical concerns while shipping internationally and it's not an easy setup. However, there probably needs to be some way for people like me to access parts easily and not have to make multiple calls to different stores. As another user has alos pointed out, the whole process does take a bit of time and sometimes that also means that you cannot play the guitar (like my pickup selector stopped working last year) for a while.

AJ is EBMM Customer Service. Your getting the personal touch here.

Glenn |B)

 

[gurtejsingh]

AJ is EBMM Customer Service. Your getting the personal touch here.

Glenn |B)

Hey Glenn! Hope you are doing great mate!

I know AJ is from the customer service, and that's what I really like about the forums here and the personal touch from EBMM. I was just replying to his note about reaching out to the customer service via email.

 

[DrKev]

Gurtej, I'm pretty sure nobody will have it in stock but all stores that are EBMM dealers can order the part for you through CMC. In theory, you only need to call one store, give them the part number, and ask them to order it for you. That's how the distribution network is supposed to operate. You shouldn't need to call multiple stores at all (in theory at least). But AJ will fix you up if you are stuck. Let us know how you get on.

 

[gurtejsingh]

Gurtej, I'm pretty sure nobody will have it in stock but all stores that are EBMM dealers can order the part for you through CMC. In theory, you only need to call one store, give them the part number, and ask them to order it for you. That's how the distribution network is supposed to operate. You shouldn't need to call multiple stores at all (in theory at least). But AJ will fix you up if you are stuck. Let us know how you get on.

Thanks Kevin, that process does make sense and I will call one of the stores and see if they can order it for me.

So if I understand correctly, this is how the whole process would work:

Customer → Store → CMC → EBMM → CMC → Store → Customer

My only question is if EBMM is eventually shipping the part to CMC in Australia, why can't the process be something like:

Customer → EBMM → Customer?

I understand the situation where the customer end's up ordering the wrong part, but that can happen with any product (does happen more often actually I think). I am sure there is more than meets the eye here, and I am not aware of the entire complications involved in shipping.

Apologies in advance, not trying to be rude/impolite by any means, I am just trying to understand the process better and see if there could be a faster way to get parts, as clearly the current path seems quite time taking!

Cheers and thanks for helping me out everyone.

 

[DrKev]

Sadly, it's more complicated that just getting part X to customer Y when international borders are involved. (And this issue applies to MOST manufacturing industries across the world). There is import/export duty, sales tax, warranties, consumer protection laws, shipping insurance/loss/damage/theft, maybe CITES documentation too? Multiply by thousands of customers in 100+ countries with their own laws to follow and languages and currencies? A very small % of the time exceptions are made but otherwise, no, it's impossible. This is why distribution networks exists.

Hypothetical example: EBMM makes a legally binding contract with distributor ABC in country Xyz. ABC gets the exclusive rights to sell EBMM gear to stores in their region. In return ABC provide warranty service and parts to the stores on EBMM's behalf. In case of a warranty issue it's often a store's legal responsibility to make things right for the customer, which means the local guitar store cannot dismiss customers with "talk to EBMM, leave me alone". Similarly, ABC cannot say to stores "not our problem, talk to EBMM". Every person in the chain only has to contact the people closest to them in the chain. Yes, the worst case scenario is...

Customer → Store (→ ABC → EBMM → ABC → Store) → Customer

but usually it's either

Customer → Store

or

Customer → Store (→ CMC) → Customer

...which can be completed faster and cheaper than international shipping of individual packages.

But this also means EBMM have to respect distributor's business with the stores, and the stores' business with its customers. And vice versa! That means nobody can simply sell to anyone anywhere at any time. Not just because of the cost of individual shipping, import/export duty, language, currency, sales tax, warranty, but also because it undercuts everyone else's business. That's bad for everyone in the long run. All this combined is why retail stores or distributors in the US or Australia cannot sell new current production items to customers in India or Peru, and vice versa.

For *really* big companies, or really small companies, it can work differently. e.g. Fender and Gibson are large enough to do things without 3rd party distribution but they own and run their distributors under their own name in many countries. To a customer it might look like Customer → Fender → Customer but that's not really what's happening. But global internet sales are changing the ENTIRE game and *customers expectations* now too. EBMM are trying to get ahead of whatever shift in the industry will happen. It's gonna be an interesting few years ahead I think.

So yes, as a customer it really does seem like "I just want this, but all this *other stuff* gets in the way". Frustrating, yes, but the *other stuff* is necessary for EBMM to exist outside the US at all.

Without it we'd all be playing lower quality Fenders right now, that we'd paid a higher price for.

Thank you for coming to my TED talk.

Time for another coffee. And more guitar playing.

 

[gurtejsingh]

Sadly, it's more complicated that just getting part X to customer Y when international borders are involved. (And this issue applies to MOST manufacturing industries across the world). There is import/export duty, sales tax, warranties, consumer protection laws, shipping insurance/loss/damage/theft, maybe CITES documentation too? Multiply by thousands of customers in 100+ countries with their own laws to follow and languages and currencies? A very small % of the time exceptions are made but otherwise, no, it's impossible. This is why distribution networks exists.

Hypothetical example: EBMM makes a legally binding contract with distributor ABC in country Xyz. ABC gets the exclusive rights to sell EBMM gear to stores in their region. In return ABC provide warranty service and parts to the stores on EBMM's behalf. In case of a warranty issue it's often a store's legal responsibility to make things right for the customer, which means the local guitar store cannot dismiss customers with "talk to EBMM, leave me alone". Similarly, ABC cannot say to stores "not our problem, talk to EBMM". Every person in the chain only has to contact the people closest to them in the chain. Yes, the worst case scenario is...

Customer → Store (→ ABC → EBMM → ABC → Store) → Customer

but usually it's either

Customer → Store

or

Customer → Store (→ CMC) → Customer

...which can be completed faster and cheaper than international shipping of individual packages.

But this also means EBMM have to respect distributor's business with the stores, and the stores' business with its customers. And vice versa! That means nobody can simply sell to anyone anywhere at any time. Not just because of the cost of individual shipping, import/export duty, language, currency, sales tax, warranty, but also because it undercuts everyone else's business. That's bad for everyone in the long run. All this combined is why retail stores or distributors in the US or Australia cannot sell new current production items to customers in India or Peru, and vice versa.

For *really* big companies, or really small companies, it can work differently. e.g. Fender and Gibson are large enough to do things without 3rd party distribution but they own and run their distributors under their own name in many countries. To a customer it might look like Customer → Fender → Customer but that's not really what's happening. But global internet sales are changing the ENTIRE game and *customers expectations* now too. EBMM are trying to get ahead of whatever shift in the industry will happen. It's gonna be an interesting few years ahead I think.

So yes, as a customer it really does seem like "I just want this, but all this *other stuff* gets in the way". Frustrating, yes, but the *other stuff* is necessary for EBMM to exist outside the US at all.

Without it we'd all be playing lower quality Fenders right now, that we'd paid a higher price for.

Thank you for coming to my TED talk.

Time for another coffee. And more guitar playing.

Thanks for the detailed explanation DrKev. It makes sense. I am fine to go through any channel as long as parts are available, which they are mostly not, which causes the delayed wait times. I wish there was a way for parts to be more readily available for users across the world, but it is what it is.

Thanks again for the TED Talk and taking time to explain everything.

 

[smfelton]

I know this is a really old thread, but I’ve just tried to get hold of spare rubber grips for my MM Majesty in the UK. Here is the response I got, looks like it will cost $50-$60 for a part listed at $6.