I am without Bongo - need advice

[BongoBilly]

Brief recap: The neck on my Bongo warped badly on Sunday. (It was very humid.) I brought it to my tech, and he took a look and said the action would go up when the truss rod is turned, the neck was insanely bone dry, and the jack was loose (tight on the outside though.) So it would need a setup.

Having bought it less than two weeks ago, I brought it back to GC. Their tech happened to be in the store - he works as an independent contractor - and he cranked the truss rod back in about two seconds. No more buzz. But now the action was insanely high. And the jack kept cutting out on me.
He said 'get a setup. $45 cash.'
So I talked to the sales guy about it. He said "We don't include setup when you buy the bass."
I said, "I just bought it. I don't want to pay another $45 for a setup less than two weeks after taking it home."
At this point, right or wrong, it became a battle of wills. It devolved into a Mexican standoff. The guy was rolling his eyes and not wanting to deal with my questions (I was extremely polite. Not curt and polite. Very, very friendly and polite.)
So I said, "Take it back. I'm returning it. It's less than 30 days."
Damn that smarted. But to be honest, it was just as unplayable after having the truss rod cranked than it was before. When I bought it, the guy pushed the hell out of the "you have 30 days. Just buy it and you can return it if you want." So I took advantage of it.

So... I still want a Bongo. What can I say, I fell in love.
Is Musician's Friend a viable option? I'd like to get the same color/pickguard I had, and according to the MF Web site, they only have certain combinations. I've never ordered anything through them before - can you call and ask about different colors? Do they come fairly ready to play?
Whatever I do I'm going to try to have it sent overnight. My weakness: I have a gig Saturday and I want to play it there. Do I absolutely HAVE to? No. But I am as a child. I am the Veruca Salt of bass players: I want it NOW daddy!

In the end they seemed a lot more interested in getting another $45 than helping me. This is not an anti-GC rant. It just didnt' work out, I guess.

 

[Mobay45]

It should be an anti-GC rant! I can't believe that they would lose that level of sale over $45! On top of that, their cost for a set up would have probably been less. Good customer service can build a business or tear it down. Continued stories like yours just open the door for other retailers to take away their business. (BTW - Musicians Friend is just the web based part of GC)

Get in touch with Bassplyr on this web site or someone like Gard at Bass Central. Taking business away from that GC is the only way to show them that treating your customer like crap can put you out of business.

 

[bovinehost]

Daddy O's Music Shack: 217 529-4840

Talk to Doug.

This is a very good reason to learn to enough about setups to at least figure out for yourself what's going on. I might be wrong, but I bet I could have had your bass playable in ten minutes or so. But - important point - I might be wrong, I didn't have my eyeballs on it.

he took a look and said the action would go up when the truss rod is turned

If the neck can be straightened, the action can be adjusted.

But I think you were right to take it back, right to refuse to pay the 45 dollars, right to return it. You should write an actual letter to the manager with copies to the corporate office. Maybe they'd really like to fix the problem? You never know.

That just sucks, the whole thing. FWIW, I had my Bongo in a hot, humid (!) storage facility all day Saturday and had no probs at all. So I think that whatever happened, it was not normal.

 

[bassmonkeee]

It should be an anti-GC rant! I can't believe that they would lose that level of sale over $45! On top of that, their cost for a set up would have probably been less. Good customer service can build a business or tear it down. Continued stories like yours just open the door for other retailers to take away their business. (BTW - Musicians Friend is just the web based part of GC)

Get in touch with Bassplyr on this web site or someone like Gard at Bass Central. Taking business away from that GC is the only way to show them that treating your customer like crap can put you out of business.

One bad employee doesn't a bad company make. Don't blame GC, blame the salesman who didn't know how to satisfy a customer--I'm sure his manager would have sided with you to keep a sale. I'm also sure when Sales Boy's commission check comes in, he'll remember to give the next guy a setup when he buys a bass, don't ya think?

I'm glad you had the resolve to take that stance--it was the correct one even if it leaves you without a Bongo.

Talk to Gard, or Bassplyr. I'm sure they can get a Bongo to you overnight if you are willing to spring for the shipping. If you want it for Saturday, you can have it on Friday--it's just a matter of $$$. And, honestly, if you didn't do a good job of haggling with the sales guy at GC (you did remember to drive the price down, right?), then you'll probably come out ahead even with pricier shipping considering that you won't pay tax.

 

[spectorbassguy]

I've bought from M-F several times with no problems. I do like the 45 day return policy. Just note that they are currently more expensive than some of the other options such as (hint-hint) Bassplyr - Doug or Bass Central.

 

[crazybass888]

I've purchased many things from M-F, but its usually for stuff like mics or hardware. I've never used them to buy an instrument, I'm picky about playing it before I buy it... of course my fav Ray (the sparkly one) is the only instrument I've ever mail ordered... Try bassplyr though, I hear he is the man!

 

[bassmonkeee]

I've purchased many things from M-F, but its usually for stuff like mics or hardware. I've never used them to buy an instrument, I'm picky about playing it before I buy it... of course my fav Ray (the sparkly one) is the only instrument I've ever mail ordered... Try bassplyr though, I hear he is the man!

I've bought stuff from MF, too, but never a bass. My main issue is that you have to pay the price on the website. I've never paid an advertised price for a bass in my life!

 

[crazybass888]

Excellent point...

 

[Bassplyr]

Hey guys, thanks to everyone for the referral on this thread. Much appreciated!

You've all touched on a subject that really hits close to home and that is : GC and Musicians Friend. Pretty soon, that's all that;s going to be available for muscians to go to. It's the Wal-Mart effect where, when a GC opens, they pretty much put the small guy out of business taking with it the personal service that you should get with a $1500 Bongo bass! All they care about is pushing out as many guitars as possible with no service center or lessons.

People wonder why they might spend a few bucks more at a mom and pop store. the reason is service. If BongoBilly would have returned his Bongo to me I do set ups free if they are bought at my store. No questions asked. But, for the most part price is the only thing pople care about anymore, and Musicians Friend and GC have successfully created that. Ask a MF rep if they will set it up to your specs before they send it out, and see what they say.

Support the SMALL business' if you possibly can. That is what will drive GC out of your town and back to hands of knowledgable salespeople who love what they do.

Ok, I'm done with my rant. I need more coffee now.

 

[Mobay45]

One bad employee doesn't a bad company make. Don't blame GC, blame the salesman who didn't know how to satisfy a customer--I'm sure his manager would have sided with you to keep a sale. I'm also sure when Sales Boy's commission check comes in, he'll remember to give the next guy a setup when he buys a bass, don't ya think?

I do agree with you that one bad employee doesn't make a bad company, but I keep seeing stories like this over and over. I have had some good experiences with GC and some bad ones. But one thing you'll have to admit, that employee's bad customer service has certainly generated one hell of a lot of bad P.R. for GC this morning! BTW - I know there are good people that work there. My drummer is one of them. That still doesn't forgive that one employee for not at least taking the request to the manager and resolving the issue at hand rather that have GC bashing going on. Word of mouth can either be the best or the worst advertisement your company can receive for free. Maybe corporate at GC should revise their training to include turning disgruntled customers over to a manager before just giving a refund.

 

[bassmonkeee]

I do agree with you that one bad employee doesn't make a bad company, but I keep seeing stories like this over and over. I have had some good experiences with GC and some bad ones. But one thing you'll have to admit, that employee's bad customer service has certainly generated one hell of a lot of bad P.R. for GC this morning! BTW - I know there are good people that work there. My drummer is one of them. That still doesn't forgive that one employee for not at least taking the request to the manager and resolving the issue at hand rather that have GC bashing going on. Word of mouth can either be the best or the worst advertisement your company can receive for free. Maybe corporate at GC should revise their training to include turning disgruntled customers over to a manager before just giving a refund.

True, but BongoBilly could have asked to speak to the Manager, too--if he remains unaware of the problem, he can't fix it, can he? My point was simply that this didn't need to devolve into a GC bashing thread.

Complaining on a message board is unlikely to reach corporate GC. I'm curious how many people who have had a complaint have actually taken it to Corporate GC, or even the Manager, or District Manager. It's fun to complain about the big, evil corporations, but people rarely mention when someone does a good job. Everyone loves to pile on, but people don't exactly jump in to mention the other side.

It's kinda like voting--if you don't do it, you don't get to complain. I feel the same way about customer service. If you don't give feedback to people who can actually affect something, you aren't left with many options. If I had to stop shoping everywhere I've gotten bad service, I wouldn't have many options left. So, if I get good service, I mention it to the management. If I get bad service, you can be damn sure I mention it to management. If they don't seem to care, I stop using that establishment.

It's also a selfish endeavor. You'd be surprised at how well I'm treated at a place when I mention to the Manager/Supervisor that I had an excellent meal/car wash/whatever. I'm not blowing smoke--people looooove to complain, but no one says a thing when service is good.

That's all I'm sayin'.

 

[tkarter]

I myself would have made them stand by the sale and fix the bongo. That return policy was good for what they said it was. Probably the bongo already has a new setup and back on the shelf at GC for the next guy now.

IMHO

tk

 

[oddjob]

Despite my earlier GC rant, I very much like dealing with them. FOr the most part the 2 salesmen I deal with are awesome, cut me tremendous deals, and service their products (including set ups within a month of leaving the store). They could have stuck me with the custom order Bongo, as it says on their receipt, but they smoothed over everything for me.

Which leads me to the usual... where to buy. Definately call Doug (sorry I couldn't reach you when I got myself into my Bongo bind). Gard was very cool to deal with and Aaron at BassNW was also very helpful (my new Bongo just left on its flight to Cincinnati and will be here, in my hands, Friday ). Even the guys at the BassPlace (Arizona) were very helpful. Point being that if you GC is unwilling to help you, there are plenty of other viable options out there (and in my case I saved another $125 after shipping). Good luck, let us know what you end up doing.

 

[bovinehost]

And the lesson here is?

We all know what it is. I don't think GC is Inherently Evil or some such crap, but they are clearly not doing the job they should be doing when training each and every salesperson. As in BongoBilly's case, that salesperson IS Guitar Center. He represents the store manager, the district manager and corporate headquarters.

It may not be fair or accurate, but when some asshat at Big Whatever Store treats me badly, I hold the store responsible.

And yeah, I've gone to Guitar Center and if they had something I wanted, I'd buy it. I've never been treated badly there, although with all the stories I've heard, I sort of EXPECT it.

Given the choice, I'll take my business to Gard at Bass Central or to Doug right here on the board. It's not that I dislike chains or Big Corporations....it's just that I know Gard and Doug are bassists, and they're going to more clearly understand what it is that I look for. Plus, they're good guys. We have, to some extent, a relationship.

Treat me right and your name gets bandied about when someone is looking for a bass or bass-related items.

Treat one customer like crap in the age of the internet and you get threads like this one - and this ain't the first and it won't be the last.

Not bashing Guitar Center - just saying that it is what it is.

 

[bassmonkeee]

I Probably the bongo already has a new setup and back on the shelf at GC for the next guy now.

IMHO

tk

Heh--you've obviously never been to a GC.

I'm sure it's back on the wall, but the "new setup" is debatable.

 

[tkarter]

Heh--you've obviously never been to a GC.


Right you are I am the mom and pop store variety of shopper.

tk

 

[Mobay45]

Bongobilly - I'm glad you got everything worked out and will get to play your Bongo this Friday. Just remember to always ask for a manager in any business where you have a conflict with a service or sales representative. Just because that person makes a decision, it doesn't mean it can't be overturned by a manager. His income is usually more closely tied to the performance of the business therefore he has much more to lose if the customer isn't happy.

 

[cgworkman]

(BTW - Musicians Friend is just the web based part of GC)

Is this true?

A lot of online retailers direct their "online sales" to MF. GC is not the only one.

 

[oddjob]

go to guitarcenter.com and click on the order online button and look at what you see.

 

[cgworkman]

go to guitarcenter.com and click on the order online button and look at what you see.

Hello? Is this thing on?

I know that - But as I said - There are several online retailers that pipe their products through MF. Several years ago MF was taking applications for people to link and sell through their site.

So my question is:

Is GC one of these? Or are they a genuine part of MF?