Fun111
Well-known member
Here's the whole story for anyone who missed my previous thread:
So as some may know I got me a used JPX not long ago. When I got it I went to do a bit of adjusting and setting up and unfortunately one of the screws from the trem claw had had the head stripped out completely, meaning I'd have to drill it out and wouldn't be able to get it back in or adjust it. I think about it for a few days but decide the best thing to do is get in touch with EBMM and ask where I can buy the exact screws (call me fussy) they use, and how much. Within literally minutes I get an EMail back from a member of EBMM's Customer Service team in the USA saying he'll check and see if the UK Distributor have stock first. A couple of hours later he says he won't be able to respond again for three days because he was away for 3 days - fair enough.
Well three days later he gets back to me, unfortunately Strings 'n Things don't have the screws, which I was sort of expecting. What surprised me is that despite me telling them I bought the guitar used, he was very apologetic and that afternoon sent me a new set of screws absolutely free of charge. He didn't even charge me postage!
It came today, and I have to say I'm really impressed and it really makes me feel like I made a good choice brandwise. I really like knowing that I'm buying a brand who care about their customers and aren't just trying to get you to buy their gear then never want to hear from you again.
I just wish my purchase would actually have benefitted them in some way, lol.
I know it's a small thing, but they could have told me to get lost or at least charged me $10 for the screws and postage etc... The fact the guitar's used and the suggestion of me paying for a new part never even came up just gets me.
Anyway, thought I'd share!
So as some may know I got me a used JPX not long ago. When I got it I went to do a bit of adjusting and setting up and unfortunately one of the screws from the trem claw had had the head stripped out completely, meaning I'd have to drill it out and wouldn't be able to get it back in or adjust it. I think about it for a few days but decide the best thing to do is get in touch with EBMM and ask where I can buy the exact screws (call me fussy) they use, and how much. Within literally minutes I get an EMail back from a member of EBMM's Customer Service team in the USA saying he'll check and see if the UK Distributor have stock first. A couple of hours later he says he won't be able to respond again for three days because he was away for 3 days - fair enough.
Well three days later he gets back to me, unfortunately Strings 'n Things don't have the screws, which I was sort of expecting. What surprised me is that despite me telling them I bought the guitar used, he was very apologetic and that afternoon sent me a new set of screws absolutely free of charge. He didn't even charge me postage!
It came today, and I have to say I'm really impressed and it really makes me feel like I made a good choice brandwise. I really like knowing that I'm buying a brand who care about their customers and aren't just trying to get you to buy their gear then never want to hear from you again.
I just wish my purchase would actually have benefitted them in some way, lol.
I know it's a small thing, but they could have told me to get lost or at least charged me $10 for the screws and postage etc... The fact the guitar's used and the suggestion of me paying for a new part never even came up just gets me.
Anyway, thought I'd share!
