Warg Master
Well-known member
shamus63 said:Should...or shouldn't?
OOPS, I changed it....
- Thread starter Big Poppa
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OOPS, I changed it....
phatduckk
Well-known member
Big Poppa said:
my iPod is dying! battery lasts for about 30 minutes, it skips worse than a cd player, the harddrive makes crazy sounds and the thing flat out freezes ... can I talk to Stever Jobs about it? NO! If Apple "takes" care of me will I buy other products produced by them? Yes - and i have.
Cant take advantage of the fact that BP is one of the few top hogs that isnt afraid of the front lines.
shamus63
Well-known member
Warg Master said:OOPS, I changed it....
Eilif
Well-known member
Big Poppa said:
Absolutely not. A loud complaint might require more diplomacy, tact, or "kid gloves", but should not of its own accord merit a greater response. Otherwise, I'd be a slave to my two-year-old son.
Big Poppa said:
No. First off, it is wonderful that you are even here, making yourself accessible to us. Everyone appreciates that tremendously. Every owner/manager/CEO makes exceptions on occasion, and I'm sure you do when it is appropriate to do so. But your customer service people need to have a chance to solve a problem first before a complaint goes up the line to you; otherwise, it is not fair to anyone, and it is especially not fair to your service people. Customers with problems need to understand that they should go through the proper channels first. Those customers who do not realize this need to be politely reminded.
Big Poppa said:
Yes! You are absolutely on the money here, and you know it. "Within reason" and "fair" are the key points here. It is important for everyone to understand that "fair to all" also means fair to EBMM.
Big Poppa said:
That is unfortunate. I'd just politely tell those customers that they need to contact your customer service dept. and give them a chance to solve the problem.
Anyone who has ever been in retail or had to deal with the general public realizes that, no matter how hard you try or how good of a job you do, there will always be someone who complains. (Or demands the return of sparkly colors, haha.) It's a fact of life. You will never have a 100% satisfaction rating. But I'm sure EBMM comes pretty darn close!
BP, you have a remarkably good company that makes an excellent product and backs it with exceptional service. That you have chosen to make yourself accessible via this new and exciting medium is great, but it is not fair to you for people to take advantage of it. As long as you are here, you will get PMs. You know which ones you will need to deal with, but it is certainly fair and reasonable to refer the rest through proper channels, and I do not believe that anyone will suffer for it.
I really wish I could have gone to the open house. Nevertheless, let me take this opportunity to thank you for your generosity and hospitality. I've only ever bought two guitars, and they are both EBMM. I don't know how many more I might buy in the future, but regardless, you've got a customer for life.
Hey BP,
I manage the Customer Service Dept for a very large company, so this topic and I have an intimate relationship on a daily basis.
Unfortunately, it seems that people tend to feel entitled to supreme service at any cost, even if it flies in the face of logic or reason.
The other night I took my wife out to eat, and I watched a man devour a steak at record breaking speed. Once he was done, he called his waitress over and complained that his steak was too rare, and he didn't think he should pay for it. When the waitress stood her ground, he started yelling how unfair it all was, and demanded to see the manager, and eventually he walked out without paying for the meal that was probably already in his lower intestine by the time he was in his car.
I think good service is good service, and the volume of one's complaint has no bearing on it's validity. In fact, the louder someone yells, the less I tend to hear. Also, just because a customer is persistent, doesn't mean they are right. It just means they have a stronger will.
Bending the rules because someone has managed to get to your level is a judgement call based on the circumstances, but what I've learned is that if you DO bend the rules for that customer that has worked his way up to you, you effectively usurp the credibility of everyone else the customer's had to talk to first before you do.
Based on what I've seen and heard, your company does more for it's customers than any other guitar manufacturer I know of. The fact that you even post here at all is a perfect example of this. I would stay the course you're on.
If it ain't broke, don't fix it!
I manage the Customer Service Dept for a very large company, so this topic and I have an intimate relationship on a daily basis.
Unfortunately, it seems that people tend to feel entitled to supreme service at any cost, even if it flies in the face of logic or reason.
The other night I took my wife out to eat, and I watched a man devour a steak at record breaking speed. Once he was done, he called his waitress over and complained that his steak was too rare, and he didn't think he should pay for it. When the waitress stood her ground, he started yelling how unfair it all was, and demanded to see the manager, and eventually he walked out without paying for the meal that was probably already in his lower intestine by the time he was in his car.
I think good service is good service, and the volume of one's complaint has no bearing on it's validity. In fact, the louder someone yells, the less I tend to hear. Also, just because a customer is persistent, doesn't mean they are right. It just means they have a stronger will.
Bending the rules because someone has managed to get to your level is a judgement call based on the circumstances, but what I've learned is that if you DO bend the rules for that customer that has worked his way up to you, you effectively usurp the credibility of everyone else the customer's had to talk to first before you do.
Based on what I've seen and heard, your company does more for it's customers than any other guitar manufacturer I know of. The fact that you even post here at all is a perfect example of this. I would stay the course you're on.
If it ain't broke, don't fix it!
I have a sign in my Guitar shop (large and visible!) that says:
Prices subject to change to the customers attitude ( and so does service)
I had a guy coming in last month who wanted a new bass-string because his one was broken and it was only 6 month on his bass and he told me this is a warranty issue.
Well I friendly told him strings don´t have a warranty like we know it ( I would have replaced it for free if he wouldn´t have yelled at me - well his wife was with him and he wanted to make himself bigger than he was)
To make it more clearer to him I asked him if he ever returned a gallon of gas because it´s gone to fast.
He told me that he never was treated like this and he´ll never come back. (I hope so)
Before that I offered to call the distributor of the strings , tell him the problem and without waiting for an anwer offered him to give him the phone that he could hear the distr. laughing.
Strange enough he ordered a new set of strings last week through his guitar player at our place)
Just imagine I would have replaced it .....(he is nearly 60 years old!).
But the idea is great BP: Buy one set of strings and get them, replaced every 6 month)
Prices subject to change to the customers attitude ( and so does service
)I had a guy coming in last month who wanted a new bass-string because his one was broken and it was only 6 month on his bass and he told me this is a warranty issue.
Well I friendly told him strings don´t have a warranty like we know it ( I would have replaced it for free if he wouldn´t have yelled at me - well his wife was with him and he wanted to make himself bigger than he was)
To make it more clearer to him I asked him if he ever returned a gallon of gas because it´s gone to fast.
He told me that he never was treated like this and he´ll never come back. (I hope so)
Before that I offered to call the distributor of the strings , tell him the problem and without waiting for an anwer offered him to give him the phone that he could hear the distr. laughing.
Strange enough he ordered a new set of strings last week through his guitar player at our place
)Just imagine I would have replaced it .....(he is nearly 60 years old!).
But the idea is great BP: Buy one set of strings and get them, replaced every 6 month
)jimmyp
Well-known member
Unfortunately, I am probably one of the complaining customers who BP is referring to who thought they should have had better service. In all fairness, before I get hate mail and get told off by BP again, I should point out a couple of things. Firstly, my issues with EBMM have been resolved - I am not here to gripe or bitch. Secondly, I regret how things played out and sincerely wish to just shut up and play my guitar, to paraphrase Frank Z. Thirdly, I was one of those pain in the ass customers who didn't like what I was told in terms of timeframe and was advised by the distributor who I was dealing with to contact EBMM Customer Services directly and then to contact BP as I was still unhappy. Looking back, it was ridiculous to go to those lengths over a customer service issue, but that was what I was advised to do. I genuinely regret some of the e-mails I sent and wish I had been a lot more patient with my guitar - in all fairness, I never picked up the phone and shouted at anyone, but BP has already chided me for being unreasonable on certain issues, and I'm not about to argue, certainly not on this forum. When I think back over the last 2 years and my dealings with EBMM, I'm still not happy, but as Beth pointed out, maybe that has more to do with me and my attitude than it does to do with how my complaint was handled.
dave
dave
Big Poppa
Well-known member
jimmy p give it a rest my "chiding" was in good fun......put it to bed
kbaim
Well-known member
I have same problem.
Last edited:
GHWelles
Well-known member
I have same questions.
koogie2k
Well-known member
GHWelles said:
jaxadam
Well-known member
Boy, you guys are hilarious...
Wish I could join your club too.
Wish I could join your club too.
kbaim
Well-known member
You're in!
we're just messing around.
we're just messing around.
tommyindelaware
Well-known member
this is what happens when a thead has run it's course..........
GHWelles
Well-known member
jaxadam said:
Yes, you are in. But unless you want to be the second Forty Year Old Virgin, you should get a Music Man guitar!
jaxadam
Well-known member
Um, I've had one for quite some time now. Haven't played it in a few years.
dan desy
Well-known member
phatduckk said:
Completely off topic, but I got mine at Best Buy and purchased the replacement plan. For any fragile electronic equipment, that thing is a requirement.
Mine won't sync anymore to any ciomputer. I returned it and I'll get a check for the price I paid. No questions asked. I used that warranty on a bunch of things I bought my kids (video game consoles, CD players) and I certainly never regretted it.
Almost as good as EBMM Customer Service
(how's that for a tie-in to the original topic?)
koogie2k
Well-known member
Way to redeem yourself Dan....lol
Big Poppa
Well-known member
Jaxadam....loosen up and fire a few volleys at these knuckleheads!
Soomebody close this thread I will start a thought provoking topic for next week
Soomebody close this thread I will start a thought provoking topic for next week
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