EB Customer Service - I'm waiting?

[PeteDuBaldo]

These are my observations about the situation.


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.

That would be my guess, too. Let's sit back and wait for the CS guys ...

 

[SteveB]

Broken Wings,

One of your messages seemed to suggest that you were unable to make your living while your guitar is waiting for the neckplate. That's why I commented about having a backup guitar, I do not think you are stupid.

I also do not think you are a liar, I just know that EBMM is very conscious of what becomes of old parts to their instruments. For instance, if your guitar needed a new neck they would require that you send the whole guitar back (old neck included) rather than send you a new one. Since the backplate has the serial number, I thought that perhaps they would want the old one back before issuing another one. Just a logical extension of their policy.. not suggesting you are being untruthful.

I'm sure that EBMM wants you to be happy and they will do what they can for you. I recognize that their staff are human and that perhaps your issue slipped between the cracks.. these things happen occasionally. I think the thread title is a bit unfair though because it broadly accuses EBMM of poor customer service, and most of us here have had the exact opposite experience.

 

[CudBucket]

And I just want people understand that this is my own right to say what I'm saying in this thread.

That's where you're wrong. This is a private forum. You agreed to certain rules in order to create your account. You're breaking those rules by posting here and not continuing with Customer Service.

As soon as BP wakes up and gets to work, I'm sure it will be locked. And so it should be. Not because noone wants EBMM to help you out, but because this is not the way to go about it.

Now that might sound like more useless talk but it's the truth.

Good luck with your "neck plate".


And for the record everyone: I think this is a total troll post.


Dave

 

[koogie2k]

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.

Just saw this....Actually, it is not your RIGHT...it is a priviledge to have this forum. Until you pay the $$$ for the bandwidth, it is EBMM's forum and they can do as they please. The whole "Rights" to forums is baffling to me when people don't foot the bill for it....

Just food for thought.

Actually, fogman was trying to save this from being a flame war with insults. Then you insult him......yet cry when you feel like you are being insulted....double standard 'eh?

 

[Broken_Wings]

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.

That's obvious... Of course I know that... But after 3 months, it is not a matter of "busy factory" anymore... You know... I don't ask Kevin to bring me the moon... I just ask Musicman and him to do what they had to do... and what Kevin said... Nothing more.
I will be certainly more happy than ever to receive my neck plate. And I would just say "thank you very much Kevin".

 

[fogman]

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...

Dude! People here are just trying to help you.
You are just insulting people left and right. I'm starting to think you do this with your own parents!!!
You started a thread that is shaky around here to start with, and YOU just keep making it worse, not everyone that you are fighting with.
I am bilingual and have understood every word of this thread. I also agree with the french posts that were trying to put you in perspective.
BUT YOU ARE NOT HELPING YOUR CAUSE!!!!!

Of yes!!! I forgot to wink to make it cute! #$#%%#$%!!!!

 

[francric]

Forumites need to ignore and STOP responding to this thread............this is between Eb and the customer, give CS service a chance to get into the office and sort this out for broken wing...........................although I understand the frustration on both sides, the back and forth stuff is not necessary here on the forum.

 

[Broken_Wings]

Just saw this....Actually, it is not your RIGHT...it is a priviledge to have this forum. Until you pay the $$$ for the bandwidth, it is EBMM's forum and they can do as they please. The whole "Rights" to forums is baffling to me when people don't foot the bill for it....

Just food for thought.

Actually, fogman was trying to save this from being a flame war with insults. Then you insult him......yet cry when you feel like you are being insulted....double standard 'eh?

Come on man... That's my right to get a warranty when I buy a 2500€ guitar.
Forum or not.
I paid around 2500€ for a guitar, so honestly, I don't need to pay "bandwidth" in more... Especially when MM don't do his job...
Do you understand that?

 

[ernie1966]

Wow, what a lovely post to read first thing. Broken wings, I'm sure that after today all will be resolved. EBMM cosomer service is right on the ball 99.99999999% of the time. Mistakes do occur.

I have no answer for you why you haven't got your neck plate, but I do have one piece of advice. Tone it down, you are very nasty and insulting. There is a very friendly atmosphere on this board and we would like to keep it that way.


I'm pretty sure you will be hearing from the owner himself before the day is done.

 

[Broken_Wings]

Dude! People here are just trying to help you.
You are just insulting people left and right. I'm starting to think you do this with your own parents!!!
You started a thread that is shaky around here to start with, and YOU just keep making it worse, not everyone that you are fighting with.
I am bilingual and have understood every word of this thread. I also agree with the french posts that were trying to put you in perspective.
BUT YOU ARE NOT HELPING YOUR CAUSE!!!!!

Of yes!!! I forgot to wink to make it cute! #$#%%#$%!!!!

"And for the record everyone: I think this is a total troll post."

Oh yeah that's a very helpfull message... hilarious...

You come and you say "close this thread". Who are you to say that??? That's why I tell you your message don't bring any good thing here.

I did not insult you, I just say "close your mouth if it is just to tell this kind of words".

Do you understand that??

 

[ernie1966]

Just re-read everything. SteveB is right. EBMM wouldn't just send out and engraved neckplate without first receiving the original. They wouldn't send me a piezo pre-amp witout first getting the original back. They can't have an extra neck plate floating aound out there.

There is something Mr. Brken wings is not telling us.

 

[EddieVanZ]

I agree 110%. I'm sorry for what happened to BW, but I also found out that EBMM people was very supportive to me in my first two weeks of posting in the board.
So it feels strange that BW was treated poorly by them.
I was PM'd by jongitarz just few minutes after my (maybe silly) question about piezo tremolo.
BW, mate, I know you play for a living and you need your JP back, but low down the volume, apologize with EBMM guys, relax and see that everything will be ok.

Ciao
Marco aka Eddie VZ

 

[Broken_Wings]

Just re-read everything. SteveB is right. EBMM wouldn't just send out and engraved neckplate without first receiving the original. They wouldn't send me a piezo pre-amp witout first getting the original back. They can't have an extra neck plate floating aound out there.

There is something Mr. Brken wings is not telling us.

I asked Kevin if he wanted I sent back him the plate, he told me "no that's okay as you provide a pic and the serial"...

One more time, as I can see "I'm a liar"...

 

[Broken_Wings]

I agree 110%. I'm sorry for what happened to BW, but I also found out that EBMM people was very supportive to me in my first two weeks of posting in the board.
So it feels strange that BW was treated poorly by them.
I was PM'd by jongitarz just few minutes after my (maybe silly) question about piezo tremolo.
BW, mate, I know you play for a living and you need your JP back, but low down the volume, apologize with EBMM guys, relax and see that everything will be ok.

Ciao
Marco aka Eddie VZ

Oh... I have to apologize because I criticized the customer support... That's an interesting point of view...

But I think, I'm maybe not the person who has to apologize...

 

[tommyindelaware]

Forumites need to ignore and STOP responding to this thread............this is between Eb and the customer, give CS service a chance to get into the office and sort this out for broken wing...........................although I understand the frustration on both sides, the back and forth stuff is not necessary here on the forum.

i agree.........lets not enable this type of response.......
we need to stay out of this.

 

[ernie1966]

I asked Kevin if he wanted I sent back him the plate, he told me "no that's okay as you provide a pic and the serial"...

One more time, as I can see "I'm a liar"...

I'm not calling you a liar, something is just not right here.

 

[SteveB]

Broken Wings,

Thanks for changing the thread title to something more fair. As I said, most of us who have contacted customer service for one reason or another have had a great experience. We know they want to make all of us happy, and they certainly try hard to do just that. In your case, it sounds like something went wrong but this is the exception rather than the rule.

 

[Broken_Wings]

I'm not calling you a liar, something is just not right here.

Okay... I understand... But what can I do? This is what Kevin told me... So how could I say another thing?

I don't understand why you are so suspicious...

 

[Norrin Radd]

This is ridiculous.

I DO think we are not getting the whole truth. And the author has behaved in a ridiculously rude fashion, not just once, but over and over and over. If you were MY customer, I'd tell you to go fly a kite and don't come back. Ever.

People on this forum (who are NOT affiliated with EBMM) have been bending over backwards to try and help you and all you is do is take unnecessary shots at them. Over and over. It's very tiresome. Just go away and CALL EBMM CS.

 

[Jimi D]

Oops, looks like I should have kept a closer eye on this. This is not going to be a pleasant way to start the day for the CS staff at EB, but I have intentionally refrained from killing this thread or participating in it up to this point - even though it is clearly in contravention of our "take customer service issues to customer service" rule - simply because I want the guys in CA to have a chance to see it and help Broken Wings out, and they might miss it if I delete it outright... I have also editted the thread title to something less incendiary. That being said, it's time to calm down and let the EB CS staff do their job.

Broken Wings - you have made some remarks that can be construed as personal attacks and this kind of behaviour is unacceptable on this board. This is a good place and if you just settle down long enough for someone from EBMM to arrive here they will take care of you.

This thread is LOCKED because I'm tired of reading it.


addendum: Locking the thread seems to have further upset Broken Wings... here's my final word on the subject, courtesy a cut'n'paste from Private Messaging:
-----------------------------------------------------------------

Apparently on the MM you have to shut up if you have a problem.

No, but customer service issues belong with EBMM Customer Service, not blown all over a forum while everyone in Ernie Ball Customer Service is STILL IN BED.

You want to do something great? Just tell to people who told me "I'm a liar, I'm insulting" or whatever to use their brain.

I'm telling you that you are behaving inappropriately for this board and I'm about sick of it, and if you don't stop NOW, you are GONE.

All what I wrote in this thread was true..

According to you. According to George Bush, the Iraqi's had WMDs.

It's amazing to see how people can be stupid just because someone have a big problem with their favorite brand...

It's amazing how rude some people can be; they'll come onto a corporate forum and insult the brand, insult the regular contributers, behave ignorantly and without care, and then demand to be treated with respect. That is what I would call STUPID.

You should clean up the thread, not close it...

I shouldn't have to clean up the thread. Posters should conduct themselves like civil adults, not petulant children.

And you call that a great board? A great customer support? huh...

I call it moderating a Discussion Forum. And that's all I have to do with it.
-----------------------------------------------------------------