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Thornton Davis

Well-known member
Joined
Aug 30, 2007
Messages
356
Location
Toronto
Here's a short story for you all and let me state now that this is not a complaint thread, but rather just one of disappointment and no one in particulars fault.

When BP announced the arrival of the Big Al in January 2009 just prior to NAMM, like everyone else I was excited to see it as a standard production item. My only concern at that time was that it was a 4 string bass which doesn't work for me. I need a fiver, so I drooled when they started shipping, but didn't buy one.

Fast forward to January 2010 and low and behold BP announces the Big Al 5 and not just in the SSS config, but my favourite H config. I've been playing SR5-H's for years and love them. So now I need to decide on which config to order, so I decide to wait until I can find out more about the H config before placing my order for one.

In the meantime, BP also announced the introduction of the new Classic Series basses. I'm thinking, I gotta get me one of these in my favourite colour combination. So I placed my order in January for a Classic SR5 (and this part is extremely important too me) configured as Classic White, with Rosewood fretboard, Tortoise Shell pickguard with Black pickup cover from store number one.

Now I wait 5 mths for it to arrive, meanwhile i'm doing my homework on deciding which pickup configuration of Big Al-5 to order and i'm still gigging with my standard SR5-H. I decide in late May to go with the BA-5-H and place my order for it knowing that i'm not going to see it for the better part of 5 mths from store number two who's quoted me a much more aggressive price than store number one did. So I placed my order with store number two. But in order to do this i'm going to have to sell my longtime standard SR5 in order to cover much of the cost of the BA-5-H which means that i'm going to be without a Music Man bass. But not to worry, my dealer store number one told me that my Classic SR5 as expected within a couple of weeks time. So I can get by until then using my other (won't mention the brand) 5 string bass to get me through till my Classic SR5 arrives.

3 weeks later I get the call from store number one, your new Classic SR5 has arrived. Awesome! So first thing the next day I hop into my car and drive to the store which is 1 hour away. I enter the store and my good friend who placed the order for my new Classic SR5 is working the counter. He sees me and say's hey TD, here's your bass, would you like to take it out of the shipping box and open her up, and that's exactly what I did.

Now the carton was fine, took the case out of it and it was fine. Put the case on the countertop and opened it up and my jaw dropped. I took the bass out of the plastic bag it was in for a closer look. It was then that I said, "Houston we have a problem". Someone somewhere along the line had messed up my order. The bass was Classic White, but it had arrived with a Maple neck on it and a white pickup cover. I had ordered a Rosewood fretboard with tortoise pickguard and a Black pickup cover period! No deviations.

Well it took me about two seconds to say, i'm very sorry but I can't accept this bass, it's not configured as I had ordered it. The way I figure it as long as i'm paying the kind of money that I have too for it, it has to be configured exactly as I want and was ordered. The store knew what I wanted and told me that they were very sorry for the mix up and would order me another one right away, but I can't wait for another one to arrive. Plus my Big Al-5-H would be here before it anyways and I need it now. Not living in the USA, means that I don't have the option of going to or calling another store to buy one, because very few of the dealers here are currently stocking their guitar racks with the new Classic SR5, only the Classic SR4's.

So I passed on it. Now I have several more months to wait for my BA-5-H to arrive, but whats most upsetting here is that I am currently Music Man less having sold my SR5 to help cover the cost of the Big Al-5-H.

Guess i've learned my lesson here. To say that i'm disappointed would be an understatement. So now i'm going to sit on the forum side lines until my Big Al-5-H arrives. See you folks in the late fall with pics of it once it has arrived.

TD

PS - If there are any Canadian bass players looking to buy a Classic SR5 from store stock, I know where there's one available. PM me i'll be lurking around here every now and then.
 

1kinal

Active member
Joined
Jan 15, 2010
Messages
33
Location
Montreal, Canada
Wow so sorry to hear about your story.

Did you at least tried the white/maple the store ordered? On my classic I had the choice of both maple and rosewood and to my big surprise I prefered the maple one. Another thing to consider is the weight. If the one they got is within the range you like, there's no way to know if the next one will be about the same...

If the order mistake was made by the store, ordering another one and waiting for it seems like the only possible way. Maybe ask for a discount as is it THEIR fault...

On the other hand, if the store ordered white/rosewood and the shop incorectly sent a white/maple then it should be pretty easy to make a quick exchange by calling the factory. Maybe you won't have to wait another 5 months.

My guess is the mistake was probably made by the store when entering products specs numbers...

sorry about your story and good luck with this
 

Big Poppa

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Joined
Feb 9, 2005
Messages
18,598
Location
Coachella & SLO, California
I dont know whose mistake it is but this thread is useless. COntact customer service and lets see if we can help before the sob story.....we may make your day...we may not but we will sure as hell try
 

tommixx

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Joined
Nov 14, 2006
Messages
332
Location
Virginia
I dont know whose mistake it is but this thread is useless. COntact customer service and lets see if we can help before the sob story.....we may make your day...we may not but we will sure as hell try

WOW...Somehow I just KNEW you would say that! That is why I LOVE you guys...You are a class act all the way Mr. Ball! I know you would do anything possible to make something like that right if it is humanly possible to do so...Cheer up TD, I have a feeling that you may not be without for too long!

Hope all goes well for you and you find that things ALWAYS happen for a reason...:)

Peace,

T
 

b-unit

Well-known member
Joined
Mar 10, 2006
Messages
528
I was paranoid when I ordered my Bongo last fall that it would not arrive exactly as i ordered it. I have to admit, I let out a yelp of happiness when I unboxed her at the store and confirmed it was the exact bass I had ordered. So I can feel for TD but as BP said, give em a call!
 

jlepre

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Joined
Dec 30, 2007
Messages
3,020
Location
Parsippany, NJ, United States
The EBMM team are a class act all the way. I had an incident back in 2008 when I took delivery, and I hadn't notice a 2 inch crack in the finish on the back of one of my SR5's. EBMM Customer Service not only handled the situation quickly, but had my bass back to me in less than 30 days brand NEW!

Plus I have ordered many balls with specific options, and never had a single problem. (EX: Bongo 5 HH Unlined fretless w/ piezo and white pearloid pickguard) I don't know who made the mistake, but I would put my money on the store, NOT EBMM.

BP, that's why I won't even LOOK at another company for my needs ever again.
 
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bassmonkeee

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Apr 25, 2004
Messages
4,628
Location
Decatur, GA
Relax--This really isn't a big deal. I ordered a fretless Bongo the day after they were announced and had a fretted Bongo arrive. They took care of me quickly and professionally.

The only thing that I find odd is that you aren't even supposed to be able to pick a pickup color on the Classics, so your dealer shouldn't be offering that option--it's based on the color of the body. The only options for the Classics are: color package, birdseye/flamed, and maple/rosewood. White is supposed to come with a black pickup and a tort pickguard. :confused:
 
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Smallmouth_Bass

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Joined
Sep 25, 2007
Messages
1,761
Location
Montreal, Canada
I have ordered a couple of EBMMs over the years (one which should be arriving very soon, I hope) and I have never had any concerns over the order being correct on the build side, but I am always a little nervous that the STORE placed the incorrect order.
 
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Bloodfist

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Joined
Apr 10, 2008
Messages
425
Location
Charleston SC
I only problem I've ever had...I threw a quarter in a wishing well and wished that someone would ship me a free 5 string stingray, it hasn't arrived yet. WHERE IS IT????
 

Kirby

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Joined
Sep 27, 2006
Messages
1,156
Location
Indiana
Let's take a minute here to ask ourselves how many other companies would you get a personal response from the owner to a question such as this. I have played/owned many basses in my life and have never gotten the type of customer service offered by Ernie Ball.

It is so nice to have quality, dependable basses that I love and as an added bonus be backed by such a great company. This is very rare these days!
 
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tommixx

Well-known member
Joined
Nov 14, 2006
Messages
332
Location
Virginia
Let's take a minute here to ask ourselves how many other companies would you get a personal response from the owner to a question such as this. I have played/owned many basses in my life and have never gotten the type of customer service offered by Ernie Ball.

It is so nice to have a quality, dependable basses that I love and as an added bonus be backed by such a great company. This is very rare these days!

Can I get an AMEN from the congregation?

A M E N . . . .

I Love this company!

Peace

T
 

syciprider

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Joined
Dec 23, 2005
Messages
2,995
Location
The 951
@ BM: You can order other color pup covers and pgs within the Classic offerings at extra cost.

@ TD: There was a mixup with my Classic SR5 also but my dealer worked with EBMM so that the impact to me is minimal. I had to wait an extra week but I got what I wanted. Pete could've just kept quiet about the whole thing and I would've been none the wiser but good dealer that he is, he kept me in the loop.
I work in logistics and it isn't always 100%. It happens (that's what I told Pete after he informed me).
I encourage you to pump your dealer to get EB on the horn. SLO will get you the bass you ordered. I have personally experienced this on a bigger scale even. Search for old threads about the original Dargie and VBTC and you will see what I mean.
 

T Alan

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Joined
Sep 5, 2009
Messages
411
Location
La Salle IL
My fretless Bongo 6HS arrived at the dealership with lines on the fretboard, when I had an email clearly stating that I had order UNlined. After waiting the expected 3 months, I had to wait several more weeks only to have other issues. It eventually took 6 months to get the Bongo I have now, and it is indeed a very nice instrument, but EBMM Customer Service was admiral in assisting me make things right.

Except I really wish they paid attention to the shoddy case they sent me twice. :p
 

Aussie Mark

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Joined
Nov 9, 2003
Messages
5,646
Location
Sydney, Australia
If my dealer messed up an order, I'd be talking to them directly, and if unresolved I'd contact Customer Service. Apart from the fact that's what the CEO of the company recommends as the best way to handle it, it also happens to be common sense.
 

Thornton Davis

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Joined
Aug 30, 2007
Messages
356
Location
Toronto
Well, I've been away from the forum for a few months and I've just read through the responses in this thread, and I want to say thanks to all of you for your comments, especially BP.

At his request I have contacted customer service to see if they can be of assistance. Right now I'm waiting to hear back from them, and I'll let you know what they have to say.

The reason I didn't pursue this back in early July was that my job was eliminated in April of last year after 17 years :(. Yes, I received a buyout package, but the fact was that I was unemployed. The sad part during all of this was that I had to sell off all of my EBMM basses to help pay the bills which really sucked.

In a way I was almost relieved that the Classic SR5 that I ordered in January during NAMM (because I expected to be back to work long before it arrived) showed up in the configuration that it did. I would have had to have been very creative to find a way to pay for it (had it been correct), but I would have stepped up to the plate and made it happen.

Well after 16 months of being unemployed (something I though would never happen to me), I'm really happy to have recently found a great job with a very progressive company :D:D. Needless to say, the old bank account is once again starting to receive bi-weekly pay cheques.

So it's once again time to support BP and the gang who hang out in SLO. Hopefully CS can find a fix to the Classic SR5 problem I experienced, while I anxiously wait for my BA5-H to arrive next month. In the meantime, i'm going to start poking my nose into the currently active threads.

Cheers all.

TD
 

Thornton Davis

Well-known member
Joined
Aug 30, 2007
Messages
356
Location
Toronto
Well, i'm absoutely floored!!!

It's been less than an hour since I sent my email to Customer Service and i've not only received a email response from them, but i've just received a phone call from Nathan in CS apologizing for the mix up.

Needless to say, he's taking excellent care of me. A Classic SR5 (configured to my request) will be in my possession before I know it :D.

September is turning out to be an awesome month having landed a new job and getting a new Classic SR5 in the not to distant future. October will only get better with the arrival of my BA5-H.

A huge thank you to BP and his truly amazing company!

Sincerely,

Jon (AKA: TD)
 
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