I'll just chime in that I've had to reach out to MM customer service a number of times and have had nothing but excellent service each time. In fact, they just followed up with me today. They've been very patient and accommodating during a long process of helping me upgrade worn out parts on my JPXI. Seeing this thread title compelled me to share.
- Thread starter neurotic
- Start date
Big Poppa
Well-known member
So I checked and we blew it. Let me know if this is not fixed right away. My apologies on behalf of the staff for this honest error. We will make it right/ The customer who is canadian contacted one of our international sales staff...here is the email from the sales manager"
"I wasn't familiar with the situation until now.
The customer phoned John Quinn who instructed him to email [email protected]. Usually Canadian customers get directed right to Joel, Billy or myself either by phone or email and we take care of them on the spot. The mmparts email is meant to collect distributor parts orders for Joel to process in conjunction with distributor's instrument orders and isn't given top priority on a day to day basis.
Unfortunately the gentleman's email did sit for almost 2 weeks in that inbox before Joel responded.
Had the initial email gone straight to Joel or even [email protected] the problem would have been avoided.
We are making sure everyone is on the same page to avoid this type of fumble in the future. Joel will make certain that no end user emails get lost in the fray of distributor emails.
It won't happen again.
Thanks for going to bat for us on the forum. We want to make this right. I can reach out to the customer if you'd like and we can offer him something for his trouble?
A.J. Braman
Music Man Domestic Sales Manager"
"I wasn't familiar with the situation until now.
The customer phoned John Quinn who instructed him to email [email protected]. Usually Canadian customers get directed right to Joel, Billy or myself either by phone or email and we take care of them on the spot. The mmparts email is meant to collect distributor parts orders for Joel to process in conjunction with distributor's instrument orders and isn't given top priority on a day to day basis.
Unfortunately the gentleman's email did sit for almost 2 weeks in that inbox before Joel responded.
Had the initial email gone straight to Joel or even [email protected] the problem would have been avoided.
We are making sure everyone is on the same page to avoid this type of fumble in the future. Joel will make certain that no end user emails get lost in the fray of distributor emails.
It won't happen again.
Thanks for going to bat for us on the forum. We want to make this right. I can reach out to the customer if you'd like and we can offer him something for his trouble?
A.J. Braman
Music Man Domestic Sales Manager"
johnnyboogie
Well-known member
Can I PLEASE have an Aluminum JPXI? And if I don't, EBMM CS is still one of the best ones out there.
Something to alleviate things a bit...
Totally in my own plane of existence =D
Something to alleviate things a bit...
Totally in my own plane of existence =D
Astrofreq
Well-known member
I love EBMM and have been a local customer for '92 I believe. Things slip through the cracks and we gotta roll with the punches. My Cutlass is at the factory getting tweaked (all under warranty) and the customer service has been amazing. I do know that my first response to an email sat in the spam folder on their end for 8 days. Mistakes happen and I'm thankful this is a company that deeply cares about customer service and how the customer perceives it.
mystixboi1
Well-known member
- Joined
- Feb 18, 2010
- Messages
- 700
Good on you guys for owning up to this. Looking forward to hearing about the resolution. Great CS!
tbonesullivan
Well-known member
This is why I have 2 EBMM basses and 2EBMM guitars. I have had nothing but great service, even regarding items that I purchased second hand and were well out of warranty.
Sometimes things get messed up unfortunately.
Sometimes things get messed up unfortunately.
This has been a very interesting read. Things go wrong within companies all the time but I have never heard of the CEO publicly admitting them and this is why I love EBMM as a company, they have morals and honesty which is so rare these days. Respect to BP and the CS guys and gals.
Twang Banger
Well-known member
- Joined
- Feb 19, 2016
- Messages
- 101
My reverence for EBMM has been enhanced. Thank you BP for following through on this.
beej
Moderator
Spudmurphy
Well-known member
I'm not here as much as I used to be.
the fact that Sterling has intervened (just remember at this time what Sterling and his family are going through?) that is just one hell of an intervention.
I work for HM Civil Service and have spent many years ironing out problems and issues in various processes.
Quite clearly this has been done in this case. No flannel, no ducking and diving - the facts have been put out there for everybody to see. It is very rare to see this level of transparency- and that fact alone speaks volumes about MM guitars - and more importantly the company itself. I tip my hat to you.
the fact that Sterling has intervened (just remember at this time what Sterling and his family are going through?) that is just one hell of an intervention.
I work for HM Civil Service and have spent many years ironing out problems and issues in various processes.
Quite clearly this has been done in this case. No flannel, no ducking and diving - the facts have been put out there for everybody to see. It is very rare to see this level of transparency- and that fact alone speaks volumes about MM guitars - and more importantly the company itself. I tip my hat to you.
banjoplayer
Well-known member
just come back from a gig playing my Morse & reflex. Reading this makes me proud of playing them.
Respect for such an honest answer and more than transparent reaction!
Respect for such an honest answer and more than transparent reaction!
look_at_her
Well-known member
Here's my 2 cents : it's been 10 years since I got my first Luke , as my main axe it was used hard level - 20 gigs per month plus. Used to have some of the parts worn , whenever I needed the replacement parts the CS was there to help me , even thou I purchased my L secondhand and I live nowhere but close to US
. Big thanks to Nathan and Jacob for all the support - you guys rule , as all of the CS crew does . Amen
. Big thanks to Nathan and Jacob for all the support - you guys rule , as all of the CS crew does . Amen
spikypaddy
Member
- Joined
- Nov 14, 2017
- Messages
- 20
It's good to know that EBMM customer service - and the CEO - actually care. Reminds me a lot of the kind of service my employer always aims to provide.
Some years back I bought a second-hand Fender Vibrolux from a Fender dealer. The footswitch it came with was DOA and the dealer offered to order one FOC for me - great service from the dealer. Fender, on the other hand, took 6 months to get a footswitch to the dealer for me - and then provided the wrong one. When I called Fender GB to complain, they frankly couldn't care less and quoted infrequent spare parts production. That made me question my loyalties, as a then loyal customer with 3 Fender guitars all bought brand new.
EBMM and Strings and Things, their UK distributor, have so far been nothing but impressive, despite the fact my guitar is an ex-demo mule. It's seriously making me consider selling some of my other guitars to invest in a JP6.
Some years back I bought a second-hand Fender Vibrolux from a Fender dealer. The footswitch it came with was DOA and the dealer offered to order one FOC for me - great service from the dealer. Fender, on the other hand, took 6 months to get a footswitch to the dealer for me - and then provided the wrong one. When I called Fender GB to complain, they frankly couldn't care less and quoted infrequent spare parts production. That made me question my loyalties, as a then loyal customer with 3 Fender guitars all bought brand new.
EBMM and Strings and Things, their UK distributor, have so far been nothing but impressive, despite the fact my guitar is an ex-demo mule. It's seriously making me consider selling some of my other guitars to invest in a JP6.
