EB Customer Service - I'm waiting?

[Broken_Wings]

Hello,

This is my first message on this board. I just registred to the EB board to share what I think about the customer support...


This is my story...


I have many Musicman guitars, Axis, Luke... Petrucci...

3 months ago, I had an problem with my Petrucci MD 6 Strgs Piezzo... The neck back plate broke

I don't know why, everything was perfect... and the neck plate broke in two pieces...

So... I contacted the customer support and talked to Kevin.
I sent him pics and serial number and asked him if MM could send me a new neck plate.

He said "okay, no problem, we sent it to you for free" I was like "wooaah that's great, what a great support!!" (I live in Europe...)
So, I said a big "thank you" to Kevin...

One month later... Nothing...

I send an other e-mail...

Kevin told me "so sorry this is the first thing I will do next week"

Okay... Of course, I said "you are welcome, no big deal"


3 months after... Of course... NOTHING...

I sent 2 other e-mails next week and 2 weeks ago... No answer...

So what is the current situation?

The Petrucci is my main guitar and I cannot play it since 3 months...
And I have the feeling that I will never receive this neck plate... And someone is making fun of me...

So what can I do??

Thank you Music Man for this very bad customer support and thank you for this waste of time (3 months?!)??
What a lack of respect and behavior for your customers, what a lack of professionalism and waste of time... You guys, just totally give up your customers...
I don't think you have the same behavior with Mr Lukather??

I'm very disappointed... I thought Musicman was a "cool" brand with a nice customer support...

This guitar is my tool to work and make money...

Make me change my opinion!

Thank you!

 

[Colin]

This is my first message on this board.

it may also be your last...

 

[robelinda2]

is there more to this story? CS are usually brilliant.

 

[Broken_Wings]

it may also be your last...

Dude I'm just talking about the reality.

All what I said is true. Now, if you cannot accept that the MusicMan customer support can be crap, that's your problem...

Or maybe it is a new form of communication?? When someone has a problem with musicman, we close the thread and "no problem anymore"...

Your message is just disrespectful huh... "What?! You said something bad about musicman?! Get out!"

That's a beautiful proof of intelligence... lol...

 

[Broken_Wings]

is there more to this story? CS are usually brilliant.

This is what I thought... Yes they are brillant when your question is "where to buy XXXXX" or "How to clean my guitar"...

But apparently, when you have an important issue... Nothing is done...

But maybe Kevin, will be very happy to give me a good reason... mmmmm... I would be happy to hear from him on this board, as he doesn't answer to my e-mails...

 

[fbecir]

Hello

Where did you buy your guitar ? Are you the first owner of the guitar ?
If you bpught it in a shop, what said the saleman ?

It is quite rare to have such a problem with a guitar. If you have some pics ...

Please keep in mind that in this forum, people try to help each other. I think the term "full of crap" was not well accepted ... I am not english so bad english words don't mean a lot for me ... but for others I can't say.

The best you can do is to expose clearly the problem (as you did before) in a constructive way.

Hope that can help.

 

[Colin]

if you live in Europe why haven't you spoken with the store you've purchased from or to the distributor? Do you really think coming here and shooting off is the answer? I have spoken personally with Kevin a few times and he's a great guy that doesn't deserve to have some anonymous person taking pot shots at him (remember he's been named you still have your identity hidden). This thread will probably ended up being locked because of the responses you're about to receive. I think there is more to this as most people just don't usually handle it the way you have. I also don't believe what you state is true, you must be a real git to wait over three months for any easily obtainable part.

 

[Broken_Wings]

Hello

Where did you buy your guitar ? Are you the first owner of the guitar ?
If you bpught it in a shop, what said the saleman ?

It is quite rare to have such a problem with a guitar. If you have some pics ...

Please keep in mind that in this forum, people try to help each other. I think the term "full of crap" was not well accepted ... I am not english so bad english words don't mean a lot for me ... but for others I can't say.

The best you can do is to expose clearly the problem (as you did before) in a constructive way.

Hope that can help.

I guess I exposed clearly my problem...

I have always been very nice with Kevin... And this is why I really don't understand why the job is not done...

The problem is not to talk with my saleman, as I already got the Kevins'words.

He said "yes, I send you the plate, this is the first thing I do..."

And 3 months after, nothing is done... I think I have benn very patient? don't you think?

 

[Broken_Wings]

if you live in Europe why haven't you spoken with the store you've purchased from or to the distributor?

According to Kevin it was easier to get it straight from MM...

Do you really think coming here and shooting off is the answer?

Do you think, waste 3 months and wait a job that is never done is right?

I have spoken personally with Kevin a few times and he's a great guy that doesn't deserve to have some anonymous person taking pot shots at him (remember he's been named you still have your identity hidden).

Dude, that's very cool for you... But if Kevin is so nice why he doesn't do his job?
Also, I'm ot anonymous, he has my mail a full adress and details... Huh...

This thread will probably ended up being locked because of the responses you're about to receive.

People like you? with this kind of message "certainly your last message"?

I think there is more to this as most people just don't usually handle it the way you have. I also don't believe what you state is true, you must be a real git to wait over three months for any easily obtainable part.

That's what I'm saying... You are th*ss of this board... bra bra bra... what I say is not true, I'm a dumb... bra bra bra... Man, you are just the only stupid guy here....

****

 

[Colin]

you'll always catch more flies with honey than vinegar. are you surprised to be getting these types of responses? or did you think posting vitriolic comments will win you favor amongst hard core Ernie Ball fans? My suggestion would be continue to deal with customer service and avoid these pointless slagging posts. if you're prepared to continue with these posts be prepared for an opposing view

 

[robelinda2]

its gettin ugly

 

[fbecir]

Well ...

As Robelinda said, it's getting ugly. So better wait for an official response from our host.
As I said before, we are here to help each other ... So please, stop the cruise missile.

 

[Broken_Wings]

you'll always catch more flies with honey than vinegar. are you surprised to be getting these types of responses? or did you think posting vitriolic comments will win you favor amongst hard core Ernie Ball fans? My suggestion would be continue to deal with customer service and avoid these pointless slagging posts. if you're prepared to continue with these posts be prepared for an opposing view

Dude, be my guest, just think what you want... That's not a big deal.
I don't create this thread for all the "EB fans".
I creat this thread to show the lack of respect and everything else from musicman... Because I'm sure I'm not the only one...

And what a better place than here to give this message?

Be happy, you are american, you have a great support... that's cool for you.

 

[Smellybum]

I've dealt with Kevin in the past

I'm in the UK

He was perfectly helpful, and even took into account the time difference when contacting me.

Something to bear in mind Broken Wings... They are a US company and we're not in the US, I had to wait 6 weeks or a replacement Nut for my Axis, yes it was a pain not having the a fully working ball for 6 weeks but it was managable and I accepted the delays becuase of the distance between our 2 countries and that was for something considerably smaller than a neck.

I did enquire as to a faster shipping option and was offered one at my expense which I declined as I'm Scottish and tight!.

My whole point here fella is, calm down, the fact they're going to replace it for free is a unique thing on it's on, I have a similar story about another guitar maker, which would make your bottom explode with shock, getting the neck swapped is an exceptional move by EBMM, and i'm not easily impressed by customer service - it's half the guitar!!!! and also they might have to make the thing!.

Relax, wait, breathe, have a beer, they'll make it right I'm sure.

 

[robelinda2]

So please, stop the Cruise Missile.

yes, otherwise there could be Structural Damage, from Coast to Coast........

 

[Colin]

its gettin ugly

I'm hoping he gets his problem sorted, but not this way. Anyone that has spent time here knows the generosity and attitude BP shows towards the customer.

 

[Broken_Wings]

Well ...

As Robelinda said, it's getting ugly. So better wait for an official response from our host.
As I said before, we are here to help each other ... So please, stop the cruise missile.

C'est uniquement pour ca que je créé ce topic... Je pense que qd on donne sa parole à un client, que l'on s'excuse car on ne l'a pas fait pendant un mois et qu'au bout de trois mois on ne répond plus au e-mail, je crois que cela fait "un peu" beaucoup? Non?

Après 3 mois d'attente, je pense que oui, je peux dire que c'est du foutage de gueule...

Mais heureusement qu'il y a des fanatiques musicman pour apporter une magnifique contribution à ce sujet...

La moindre des choses qd il y a un problème important c'est de trouver une solution. Et pas de cracher sur la gueule de celui qui à le problème.

Cette guitare c'ets mon gagne pain, ca fait 3 mois que je ne peux plus la jouer. Voilà pourquoi je ne peux pas tolérer ca... Et ca me semble normal...

 

[Colin]

Be happy, you are american, you have a great support... that's cool for you.

I don't think so...

 

[Broken_Wings]

I'm hoping he gets his problem sorted, but not this way. Anyone that has spent time here knows the generosity and attitude BP shows towards the customer.

You have to understand that this guitar is my tool to work and live. I'm musician.
And this is why I'm so angry... Because since 3 months ago, I cannot play my instrument.

Yes, you are right, this is not the best solution. Creat a thread with "full of crap" is not the best thing. But when you say that I'm a lier, a dumb or whatever. That's not right.

Kevin was a very nice guy the first time I contacted him...
He apologize after 1 month because the job was not done... And I accepted this fact. And I was always smart with him.
Now, I have to say "that's enough". Too much wasted time.

So... I'm not smart anymore... Because when I'm nice, nothing is done...

Kevin gave me his words... But nothing has been done... So after 3 months, I have the feeling that someone is making fun of me... Don't you think?

 

[fogman]

So after 3 months, I have the feeling that someone is making fun of me... Don't you think?

NO. You're really wrong here.
They're people and they're very busy.
It's a big issue for you but not them. I'm sure it's just an accident.
I'm a business owner, and there is only so much that can be done in one day!!!