EB Customer Service - I'm waiting?

[koogie2k]

Hello Folks

We had some discussions in French with Broken_Wings. Sorry for the people who do not speak French. No problem...I understand.....
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. I understand that as well.
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 ... Actually, he did insult CS and Kevin...not cool, but frustration can be dealt with in a better way. I still love my French bros....LOL
3. If people feel insulted, please consider that it was the result of a big frustration and it was not a personnal thing. Again, the first post was insulting...

Now, here is the challenge : we have to clean the mess, forget the bad blood, and try to find a solution. I agree....
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. OK. I can buy that. I did not know you could not call the toll free number. But, maybe an e-mail would have been better than to air out "Customer Service is Crap" in the thread title.

Peace my friends As always....

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

See bold....my replies.

 

[Broken_Wings]

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.

Great.

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.

I have been smart for over 3 months... I guess I have to say evrybody "that's enough", don't you think?


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?

Yes, I did mistake, but i always try to correct what I did wrong... And in this case... It is not done...

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.

I know that, you didn't read what I wrote... I said, he apologized 2 months ago right after he got back.
I sent him e-mails last month he was at the office, I didn't get any reply...
Now he is out of office with Beth because of the china music fair...
As you can see I know well the situation...

This does happen. Calling him out on his comapany's forum is in bad form. I will defend him and let that be known.

mmm... I know it can be hard for you because he is your friend... But you have to accept the fact, that this time, he didn't do his job. And he know that because he already apologized for that 2 months ago...

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.

Well... i have the feeling that "I HAVE" to do many things, you are saying "I have to, I have to, I have to" OK... And what Musicman has to do? What Kevin had to do?
Just don't try to tell me what "I have to do" but what "Musicman HAD to do"...

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

Good for you...

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.

You are lucky, and I would very pleased to be as lucky as you are.

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.

If you wanna think everything is perfect and beautiful in the Musicman world... Be my guest... It is not the reality... that's all...

You have a problem, it will be taken care of....

Unfortunately, not for the moment...

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.

Do what you want...

**

 

[Broken_Wings]

Actually, he did insult CS and Kevin...not cool, but frustration can be dealt with in a better way. I still love my French bros....LOL
Again, the first post was insulting...

This is what I said,

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...

I don't see any insult in these words...

But maybe for you, "tell the truth" is insulting, especially when it is a criticism against musicman, your favorite brand.

Just be realistic, they didn't do anything for me since 3 months even after many e-mails and answer from Kevin...

Dude, JUST ACCEPT THE FACT, MUSICMAN MISSED THEIR JOB WITH ME. They had to kick their own @** but they didn't do it.

That's all, why the hell do you want everything be perfect???? They made a mistake? 2 mistakes? 3 mistakes? That's life! They have to accept them and recognized this... So do you...

I think i am the person who was insulted by the lack of respect from musicman... Not the reverse...

 

[SteveB]

These are my observations about the situation.

1) Email is not the official or preferred means of contacting customer service. This is always emphasized here.

2) There is a network of distributors in place for countries outside the USA. The entire reason for their existence is to service foreign markets. (i.e. you should probably be talking to the French distributor as the first point of contact.)

3) If you make your living playing guitar, you might consider having a backup.

4) I'm not sure EBMM would send out a new neckplate because the serial number is engraved on it. At the very least, I would think they would require you to send the old one back first so that the serial number on the old plate could be destroyed.

These are not insults, jabs, or whatever... they are intended to be objective comments.

 

[CudBucket]

Obviously, Broken_Wings doesn't recognize that some folks here are going out of their way to help out as best they could. Instead, he continues to be rude and offensive. Just let this thing get sorted out by him and EB.

 

[candid_x]

I'm still trying to figure out how a neck plate just up and breaks.

I'd be upset too if CS messed up and let the matter slip between the cracks. But I wouldn't take it so personally. CS has slipped up with me too, but they made it good in spades. I guess it helped that I didn't broadcast my complaint in an obnoxious way over the internet. Makes me wonder what your emails to them were like.

 

[Broken_Wings]

Obviously, Broken_Wings doesn't recognize that some folks here are going out of their way to help out as best they could. Instead, he continues to be rude and offensive. Just let this thing get sorted out by him and EB.

Everybody is welcome if they help. You don't do anything... You just said "I'm a lier"...
I'm very pleased to see comments from french people here, they were nice as some american too...

But your comment is just... ***?§§**

 

[CudBucket]

I'm still trying to figure out how a neck plate just up and breaks.

Yeah, me too.

CS has slipped up with me too, but they made it good in spades. I guess it helped that I didn't broadcast my complaint in an obnoxious way over the internet. Makes me wonder what your emails to them were like.

I've sent in my JP and Luke for service. The JP was for a neck seal and fret level. Perfect service experience. My Luke was sent in for warranty service because the headstock was not finished properly. The first time I got it back, I was unhappy with it and Dan offered to take it back, shipping including, and get it right. And that's exactly what happened. You just can't ask for better CS IMO.

 

[Broken_Wings]

Makes me wonder what your emails to them were like.

I was very smart...

I have all the e-mails from kevin and my owns e-mails...

 

[CudBucket]

Everybody is welcome if they help. You don't do anything... You just said "I'm a lier"...
I'm very pleased to see comments from french people here, they were nice as some american too...

But your comment is just... ***?§§**

Go read my post again. I never called you any names. And I can tell you everyone is getting tired of your "American" comments.

 

[Broken_Wings]

These are my observations about the situation.

1) Email is not the official or preferred means of contacting customer service. This is always emphasized here.

E-mails is not a problem, Kevin answer me at the beginning, many times...
But after 2 months... no answer anymore...

2) There is a network of distributors in place for countries outside the USA. The entire reason for their existence is to service foreign markets. (i.e. you should probably be talking to the French distributor as the first point of contact.)


As i said in french... I bought this guitar during a trip in asia... so the french distributor will not make anything...

It was discussed with kevin, and he told me, "we will send the back plate directly to you"...


3) If you make your living playing guitar, you might consider having a backup.

Of course I have... do you think I'm stupid? But is it a good reason to let a 2500€ guitar broken during 3 months? Especially because it is my main instrument?


4) I'm not sure EBMM would send out a new neckplate because the serial number is engraved on it. At the very least, I would think they would require you to send the old one back first so that the serial number on the old plate could be destroyed.

These are not insults, jabs, or whatever... they are intended to be objective comments.

I have the Kevin's words, he told me "no problem we send it to you", he has my full adress and everything he needs.

Why people think I'm a liar???!!

Duuhh... When someone has a problem that is not solve by musicman, and when they don't do their job, the guy is a liar????! That's crazy...

**

 

[candid_x]

Makes me wonder what your emails to them were like.

I was very smart...

I have all the e-mails from kevin and my owns e-mails...

It's still early morning here on the west coast of the US. My suggestion is to hang tight until the crew comes in to work.

 

[Broken_Wings]

Go read my post again. I never called you any names. And I can tell you everyone is getting tired of your "American" comments.

Just drop it, you don't give anything good here. You just write messages in order to say "I'm a liar".

There were very nice messages here from french and american people and I appreciate their support.

But YOU sir, are just completely USELESS

 

[Broken_Wings]

It's still early morning here on the west coast of the US. My suggestion is to hang tight until the crew comes in to work.

You know I was very smart during these last 3 months... now that's true, I'm angry against musicman... But believe me, i'm not like that because of my own pleasure...

I would prefer to say "guys my musicman is great, kevin did a great job with my broken neck plate"...

 

[fogman]

I think we need a moderator to lock this thread. I don't see it getting any prettier.

 

[robelinda2]

would be nice to the situation cleared up and everyone happy.

 

[Broken_Wings]

I think we need a moderator to lock this thread. I don't see it getting any prettier.

Oh really? Yeah that's an easy solution, lock a thread because you don't like to see this kind of thread on your favorite board...

You should lock your mouth... it would be better for this thread...

Do you think it will make things better between me and musicman? Huh...

 

[Broken_Wings]

would be nice to the situation cleared up and everyone happy.

That's the only thing I want.

And I just want people understand that this is my own right to say what I'm saying in this thread.
I cannot be cool, I cannot be happy in my actual situation... It's easy to understand...

One more time I appreciate the support from many users here. French and others.

But there is always a kind of people on the forums to say b*llsh*ts like "you are a liar, it is your fault, lock this thread"... that's bad...

 

[koogie2k]

Dude...I know how you feel. I know you are frustrated. You will only see it your way as it is YOU that has this problem. I can understand that.

You were insulting in your first post. I can read, I have re-read and it still is insulting. You called out Kevin specifically as that is who you were dealing with.

Anyways...West Coast is waking up and will be on here like candid said. They will surely post a response.

The only reason why I asked "Did you do this or that" is because, EBMM is not centered around just YOU. They have vasts amounts of customers to deal with on a daily basis. Believe me, the factory is not gonna shut down just for YOU. It will not shut down for ME either. The only reason why I asked if YOU continued to follow up is....it's your guitar. Obviously, according to you, you did that. Fine.

I want EBMM to be perfect!?!??!!?! hahahaahha.....that was the dumbest thing I have read today...thank you for the humor. Believe me, I know they are not perfect. Big Poppa will tell you the same......so, I actually laughed at that one. I needed a good laugh...thanks for providing it....I mean that in no disrespectful way to you....

SteveB was just trying to help you out. So have some others.

To end this...I hope this gets straightened out for you. I mean that in a serious way. Good luck and I am sure someone from EBMM will answer this shortly.

 

[W.Suitor]

Without getting drawn into the details of your problem, you are way off base in your opinion of the Customer Services dept. They have gone over and above the call of duty on many occassions for me. They are all so approachable. Think about it, what other company's staff actually participate in an internet forum on a daily basis, work hard to form 'personal' relationships of sorts on the forum, while they could be off doing what they do best, which is manufacturing the finest ranges of musical equipment available today and making more money!!! By the way, the manner in which you have addressed this problem leaves a lot to be desired to put it mildly.