EB Customer Service - I'm waiting?

[MusicMan_Luke]

Salut cher compatriote Broken Wings, je suis certain qu'une solution sera trouvée à ton problème, et j'espère que tout rentrera dans l'ordre.
Tu sais, je ne pense pas qu'il y ait beaucoup de marque qui propose une telle 'communion' avec ses clients. Pour ça, ça mérite le respect, et je comprends tout à fait ton agacement vis à vis de ce problème, mais il existe surement une raison qui explique ce retard. Tu as bien fait d'ouvrir un topic pour exposer ton soucis, mais le mieux pour trouver une solution reste de se comporter en personnes calmes et posées, un post sur un forum reste du texte pur, et les intentions sont souvent plus violentes à la lecture qu'elles ne le sont en réalité. Peut-être que tu pourrais faire remonter aussi ton problème à HTD, le distributeur de Music Man en France. (a moins que tu ne l'ais déjà fait )

 

[Colin]

mate it's really simple, continue to talk to CS and express yourself behind closed doors. Then post pics of all your guitars so we can do what we do best.... Talk about the best guitars for us Music Man!

 

[fbecir]

Bonjour Broken_Wings

Tu n'as pas rempli le champ "Location" dons, je ne savais pas que tu étais Français (ou francophone).
Je comprends ton amertume. En général, sur le forum Sterling Ball (le propriétaire) répond aux messages. Simplement, le ton un peu aggressif risque de créer une polémique ce qui n'est pas ton objectif, il me semble.
Ici il y a de tous : des fanatiques bien sûr, mais aussi comme toi des musiciens professionnels. Donc, les gens peuvent comprendre si tu es déçu, mais essaye de mettre "un peu" les formes (même si je le répète 3 mois d'attente, je comprends que cela fait long ...).
Au fait, es-tu entré en contact avec High Tech Distribution (distributeur Ernie Ball en France) ?
Si je peux me permettre un conseil, essaye de faire table rase des messages précédents. Je suis sûr que si Sterling Ball voit un musicien dans la merde qui demande humblement "help !", cela ira plus vite.
Fais comme il te semble, c'est juste un conseil donné humblement.

Cordialement

PS : For the people who do not speak french : We are just trying to find the best way for helping a musician who is in trouble because his MusicMan is out of order. So sorry for the bad exchanges, but let's try to have a positive view ...

 

[Broken_Wings]

Salut cher compatriote Broken Wings, je suis certain qu'une solution sera trouvée à ton problème, et j'espère que tout rentrera dans l'ordre.
Tu sais, je ne pense pas qu'il y ait beaucoup de marque qui propose une telle 'communion' avec ses clients. Pour ça, ça mérite le respect, et je comprends tout à fait ton agacement vis à vis de ce problème, mais il existe surement une raison qui explique ce retard. Tu as bien fait d'ouvrir un topic pour exposer ton soucis, mais le mieux pour trouver une solution reste de se comporter en personnes calmes et posées, un post sur un forum reste du texte pur, et les intentions sont souvent plus violentes à la lecture qu'elles ne le sont en réalité. Peut-être que tu pourrais faire remonter aussi ton problème à HTD, le distributeur de Music Man en France. (a moins que tu ne l'ais déjà fait )

Salut,

J'ai fait l'effort d'éditer mon message pour calmer un peu la chose mais je n'arrive pas a éditer le titre...

Cette guitare a été acheté lors d'un voyage à l'étranger... Donc high tech n'a rien a voir la dedans... Après discussion avec Kevin nous avons décidé que c'était bcp plus simple et rapide de m'envoyer la plaque directement... Je lui ai donc laissé mes coordonnées... Malheureusement rien n'a été fait... Et il est apparemment à shangai avec Beth...

En attendant j'ai un instrument à 2500€ dont je ne peux plus me servir...

 

[Broken_Wings]

fbecir, j'ai adoucis un peu les formes...

Pour ce qui est du service client... Ils sont très performant pour te dater ta guitare ou autre... Mais visiblement le reste est un peu oublié... :-/

 

[Broken_Wings]

"Colin, mate it's really simple, continue to talk to CS and express yourself behind closed doors."

And... How can you talk when nobody answers to your e-mails? :-/

 

[J-Nick]

Broken_Wings,

No matter what injustice you've suffered with this issue, going on a rant insulting people will certainly not help your case... you should chill... seriously.

Est-ce que tu as essayé de téléphoner directement plutôt qu'utiliser le email??

 

[Broken_Wings]

J-Nick, je n'ai insulté personne, j'ai juste dit qu'ils ne faisaient pas leur boulot et que leur service était merdique... Ca n'a pas grand chose à voir...

Et si ton gagne pain était concerné, tu verrais que tu serais très énervé aussi... Donc excuse moi mais le "peu importe ce qui t'arrive" tu peux te le garder... Peu^t être que toi tu joues dans ta chambre tranquillement, mais il y en a qui bossent...

"No matter what injustice you've suffered with this issue" ?????!!!!!!!

I never insulted anyone here, I just said they don't do their job and it is a shame to let someone in the s*it during 3 months... When you will win money with your guitar, you will understand my point of view... This issue is very important for me... But it is always "easier" for people who don't have any problem... Especially when it is not their guitar and money...

 

[Dodgeball]

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

he he, nice one Rob.

fbecir, kudos to you for remaining calm and polite through these exchanges and for trying to be helpful but I really think that this will not be resolved until Broken Wings gets an official response back from EBMM.

Broken Wings I am sure that it will all get sorted out soon. Just sit tight and see what response your posts get when the Americans wake up this afternoon. They are the best and I know they will resolve the problem for you.

Good luck

 

[J-Nick]

J-Nick, je n'ai insulté personne, j'ai juste dit qu'ils ne faisaient pas leur boulot et que leur service était merdique... Ca n'a pas grand chose à voir...

Et si ton gagne pain était concerné, tu verrais que tu serais très énervé aussi... Donc excuse moi mais le "peu importe ce qui t'arrive" tu peux te le garder... Peu^t être que toi tu joues dans ta chambre tranquillement, mais il y en a qui bossent...

"No matter what injustice you've suffered with this issue" ?????!!!!!!!

I never insulted anyone here, I just said they don't do their job and it is a shame to let someone in the s*it during 3 months... When you will win money with your guitar, you will understand my point of view... This issue is very important for me... But it is always "easier" for people who don't have any problem... Especially when it is not their guitar and money...

Dude, I think your missing the point... yes your situation sucks, but posting on the forum saying that Kevin and EBMM CS are ****ty is not going to help you...

It seems like you haven't even tried to phone them... so you are also partially responsible for what's happening to you... it's always easier to blame others hein?

By the way you might want to re-read some of your earlier post because you did insult people... me included in the quoted post above...

On that note I wish you luck... you're gonna need it

 

[koogie2k]

Well....what an interesting read.

Of course, I don't speak French....so, half the conversation is lost to me....but, I have some really cool bros from France on here and I am sure they are helping out as best as they can.

You make your living playing music. Cool. I don't, but I do play and understand that the instrument is your tool to your income.

However, coming onto the site and posting in the manner in which you did will not help you out. Believe me, I know. I am actually gonna try and help you out. But first, let me tell you this:

EB's Customer Service is not crap. Your way of posting a poblem is. So, be more cordial and you may get a better response.

Kevin is not making fun of you or anyone. I know him personally and he is a good guy and would not willfully do something to harm you or anyone else. Again, he is a friend and I won't tolerate you or anyone else talking trash about him. He is human like you....have you not ever made a mistake in your life? Plus, it could be on it's way. YOU don't know that. He is off on a business trip I believe, so he may not have access to his e-mail. This does happen. Calling him out on his comapany's forum is in bad form. I will defend him and let that be known.

Next, have you called Customer Service and talked to someone else there? I am sure they could have explained to you what the status of your neck plate was. There are more people in Customer Service than Kevin. They have a great team there.

The "Living in America" comment....dude...don't even go there with me.

I actually know what it is like having to use Customer Service. I had a broken neck on my JP and it was handled very well by EBMM.

Think about this for a moment. Do you really think that EBMM will want to lose a customer over a neck plate? I mean, seriously. Do you think they all sit back and laugh at us with a problem? Simply put...NO.

You have a problem, it will be taken care of....however, your way of going about it was not and is still not good. Ponder over some of my comments and think about it. I will let this one go as is.....for now.

 

[CudBucket]

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.

Really? How could you wait 3 months to come and vent here then?

But when you say that I'm a lier, a dumb or whatever. That's not right.

Noone called you names. You're the only one doing that.


Quite frankly, I don't believe the story because this is just not how EBMM CS works. Sounds odd that you'd wait 3 months before coming here to spew your frustration. Do yourself and everyone else here a favor: Quit posting your problem and get on the phone with CS.

 

[Smellybum]

Ok Guys we need to simmer down here....this isn't fixing anything.


Broken Wings, - Can you please PM Kevin see if you can get him that way ?

Would you like me to PM him for you?


Thanks

Smellybum.

 

[Broken_Wings]

Really? How could you wait 3 months to come and vent here then?




Noone called you names. You're the only one doing that.


Quite frankly, I don't believe the story because this is just not how EBMM CS works. Sounds odd that you'd wait 3 months before coming here to spew your frustration. Do yourself and everyone else here a favor: Quit posting your problem and get on the phone with CS.

Good job

 

[fbecir]

Hello Folks

We had some discussions in French with Broken_Wings. Sorry for the people who do not speak French.
So a brief resume :
1. Broken_Wings is in trouble. He is a professionnal musician so when his working tool is out of order he is out of business.
2. Broken_Wings started this thread with a lot of frustration. He did not want to insult people. But remember, english is not our mother tongue so we lack some "sensitivity" when we write in english. We do not know how to say gray : we just say black or white ...
3. If people feel insulted, please consider that it was the result of a big frustration and it was not a personnal thing.

Now, here is the challenge : we have to clean the mess, forget the bad blood, and try to find a solution.
By the way, to phone the CS can be expansive because we have to cross a big ocean ... So, the use of the forum can be understood.

Peace my friends

PS pour Broken_Wings : j'espère ne pas avoir trahi ta pensée dans mon mail. L'important, c'est que ta guitare soit réparé.

 

[Broken_Wings]

It seems like you haven't even tried to phone them... so you are also partially responsible for what's happening to you... it's always easier to blame others hein?

Dude, you are gold... That's hilarious... You don't like this thread? Just don't read it.

 

[lenny]

+1
he got off to a bad start but that we hope WAS frustration because i know for a fact that the 3 times i used CS they WERE FANTASTIC, just hang on Broken Wing and we'll get yah mended!!!!! there has to be an explanation as to why the plate never made it,

 

[lenny]

It seems like you haven't even tried to phone them... so you are also partially responsible for what's happening to you... it's always easier to blame others hein?

Dude, you are gold... That's hilarious... You don't like this thread? Just don't read it.

easy dude hang on we are TRYING to help out i am sure someone will be here soon

 

[TwAn]

Maybe you should PM Big Poppa??? NOT!!!!!

I'm sorry guys, I couldn't resist... Hang in there Broken_Wings, we'll get this sorted out!!

 

[Broken_Wings]

Hello Folks

We had some discussions in French with Broken_Wings. Sorry for the people who do not speak French.
So a brief resume :
1. Broken_Wings is in trouble. He is a professionnal musician so when his working tool is out of order he is out of business.
2. Broken_Wings started this thread with a lot of frustration. He did not want to insult people. But remember, english is not our mother tongue so we lack some "sensitivity" when we write in english. We do not know how to say gray : we just say black or white ...
3. If people feel insulted, please consider that it was the result of a big frustration and it was not a personnal thing.

Now, here is the challenge : we have to clean the mess, forget the bad blood, and try to find a solution.
By the way, to phone the CS can be expansive because we have to cross a big ocean ... So, the use of the forum can be understood.

Peace my friends

PS pour Broken_Wings : j'espère ne pas avoir trahi ta pensée dans mon mail. L'important, c'est que ta guitare soit réparé.

That 's my thought...

When I read people like CudBucket and Nick... it's just like... meeh... no comment...

Actually, Kevin, Beth and Veronica has a copy of my mail... So, they have my full adress and everything they need...