Wow - just bought an Axis SS

[guitrr]

Another satisfied GC customer. They seem to have a reputation within the community of pro guitarists for poor service. Go to any of the popular guitar forum websites and do a search for GC, and see what you find.

I'd heard the horror stories like yours, but gave them the benefit of a doubt and went in to see for myself. On three visits, with three different salespeople, I know more about the products than they did. End of relationship. I'm sure that some stores are better than others, but it only takes one bad experience to turn a prospective customer away.

What's the deal with EBMM customer service? If a HSC is standard equipment with a EBMM guitar, and the vendor denies that part of the product to a customer, EBMM says it's between the store and the customer? WHAT? What if they left off a trem arm, or strings, and then tried to charge extra for those? Is that between the store and the customer? Puh-leese. Are those any less a part of the product than the case it left the factory with? Come on guys, you're a first rate company, you can do better than that.

If you want a non-EBMM related tale of good vs. bad customer service, send me a private message. I had one of the best customer service experiences of my life just a few months ago.

Kane

 

[Dargin]

Kane,

Every instrument ships out of the factory with a HSC. When a vendor loses or misplaces a stock part, it's up to EBMM to cover the cost and not the vendor?

 

[Dargin]

I am not trying to flame, but every day we send out trem bars/knobs that get lost or mishandled in stores. So we do cover stuff that isn't our fault all the time.

 

[Colin]

What's the deal with EBMM customer service? If a HSC is standard equipment with a EBMM guitar, and the vendor denies that part of the product to a customer, EBMM says it's between the store and the customer? WHAT? What if they left off a trem arm, or strings, and then tried to charge extra for those? Is that between the store and the customer? Puh-leese. Are those any less a part of the product than the case it left the factory with? Come on guys, you're a first rate company, you can do better than that.

Excuse my ignorance but can you show me where EB states that the case comes with the guitar? http://www.ernieball.com/mmonline/specs/instruments_axissuper.html

 

[lumberjack]

I would love to find out the amount it costs EBMM to replace parts that stores mishandle. It must be a large amount.

Was this guitar a used/trade-in. If the guitar was a trade-in and the previous owner didn't trade it in with a case, then you can't blame GC. That would make sense if GC was giving ghunter the option of a gigbag or case. If ghunter had to clean the neck then maybe it was used.

But if it was new, I think we are missing the point. Nevermind the fact that ghunter got a good deal and paying extra for the case was ok. He got a great deal....more power to him. I got a great deal on the 2 EBMM's that I have. The point is GC tried to charge him $90 for a case that should have been free. And in the end they still didn't hand it over to ghunter when he returned to GC. He ended up having to pay $40 for it. The case is included in the total price you pay. If the situation is isolated to one GC store, then I would agree that it is out of EBMM's hands. But if it's a chain wide policy to try to sell customers extra for a case that should be included then EBMM should get involved and tell them to stop it.

With all that said......you seem to have gotten a great deal, even paying for the case. I would definately keep it cause it is a killer guitar.

 

[guitrr]

If it's a new instrument, then yes they are all shipped from the factory in OHSC's -You may want to have a little chat with the retailer you purchased it from. I believe they have a return policy and you might be able to leverage the case out of it. There are other dealers, including some who frequent this board, who will give you a good price and appropriately include the case.

Colin,

I was using that quote above as my reference. If they all come with cases, shouldn't they be sold with cases? What is the dealer going to do with an empty case anyway; why keep it? Is there really that much market for EBMM cases that it justifies shorting a customer in order to make a small additional profit when, and if, the case is sold seperately? Sounds like bad business to me. But what do I know, I'm just a consumer.

If you were a music store owner, would you want another 50 bucks off me, or would you want a repeat customer, who's going to come to you first when it's time to buy that $1000. amp?

Dargin, of course EBMM shouldn't be responsible for the product loss of dealers. But can you enforce a standard? Like saying, "Our guitars are to be sold with hard shell cases, period, end of story". If the store's yo-yo's in the warehouse lose the case, you'll be happy to sell them another one at wholesale, but you don't want your $1000+ guitars being sold in $40. gig bags, it makes your company look bad.

I realize that for a musical instrument manufacturer, a mega-retailer like GC or Sam Ash offers a great opportunity for exposure and for a high volume of sales. But you as a company want to put your best face forward to the consumers, right? My point is that a pro quality guitar in a bedroom quality container makes the manufacturer look cheap. I know you're not, but here we're among the converted. In GC, the prospective buyers may be holding the first EBMM they've ever seen in person.

Just seems like good business.

Kane

 

[ghunter]

Did I get a great deal? In the end, I paid $50 less than normal selling price on a new guitar. That's a good price, but not great.

Here's how it went down:

This was their Memorial Day sale, and there were yellow tags on everything except the two MM guitars (Axis SS & Petrucci). I asked if there was a sale price on them, and was told that MM does not allow GC to mark it on the floor, but "let me see what I can do" and he walked over to the computer. I was told that I could get $100 off if I did the 15-month financing, or $150 for cash. I took the $100 with financing.

After everything was rung up, I was handed the guitar. I explained that this was my fourth Music Man instrument and that every one before then had come with a case as standard. At that point I was told that the case was a separate SKU and cost an extra $100. I seemed frustrated, so he said that he would throw in some strings and give me a gig bag for cheap.

I posted this message to the forum, and then contacted the store to ask what the policy really was? The sales rep admitted to me that he knew very little about MM instruments (and was steering me towards a Les Paul at the time) so it could have been a simple mistake on his part. The guitar dept manager agreed with me and told me to come in and get my HSC. Unfortunately, he was not there the next day, when I arrived in person.

The sales rep changed his story when talking to the store manager that day, and said that he explained to me that he had used the price of the case to give me a better deal, which is something I never would have accepted as I want a HSC for all my instruments. I tried to explain this to both the manager and the sales rep but there was a new version of history in place. The manager explained that no matter what MM says, the instant their guitars hit the GC system they get separated into two SKU's (instrument and case) and that the sales rep was correct in his procedure. He offered me the case for the same price as the gig bag (while pointing out what a great deal I got), I accepted, then left.

I'm very well aware of GC's poor service, and that's why I haven't bought anything more than a set of strings or a strap there in the last five years. I only went that day because they were supposed to have great prices that day, which they did on a lot of products. Just not Music Man.

Do I expect MM customer service to help me here? Nope, I agree this is between me and the retailer. I'd only expect MM to confirm what the national policy is for Guitar Center as it pertains to including a case vs separate SKU. After that, it's my issue and my decision to keep it or return it.

 

[kbaim]

Maybe this will work out either way.

Way 1
You end up not liking guitar and then returning it for a full refund. Talk with the manager regarding the whole screwed up situation and how the whole transaction smelled like skunk.

Way 2
You end up loving the guitar, can't put it down, and decide if I go back...I'll have to deal with those turds again. screw that.

 

[ghunter]

Yeah, that's a good way of looking at it. I do love the guitar, so there's no doubt that there'll be an Axis SS in my rack long-term.

I'm really not trying to whine and moan here, just tell it like it is and try to figure out exactly what I'm entitled to if I spend $1,400+ (with tax) on a guitar.

 

[Dargin]

That top you got is pretty sweet. I doubt you'll be able to find one that pretty without paying for the upgrade top. Have fun with the guitar.

 

[Enzo]

Dear "ghunter",

My name is Michael and I work in the "Guitar and Amp Purchasing" department at Guitar Center Headquarters.

While the GC "Guitar Buyer's" aren't specifically responsible for store sales activities, every employee at Guitar Center wants all of our customers to be "delighted".

As you clearly are not delighted, I would like to apologize and help to do whatever it takes for you to be as satisfied with Guitar Center as you clearly are with your new Music Man guitar.

Please contact me privately, including your full name and sales ticket number, so that I can investigate this unfortunate situation on your behalf.

With regards to our Memorial Day prices, 95% of the guitars and amps we carry were advertised at discounted prices that day. Music Man guitars and basses were one of the few exceptions to this, along with a few other brands where availability is extremely limited. Guitar Center's pricing is guaranteed to be the lowest of any Factory Authorized Dealer in America, and that guarantee applies for every purchase, every day, including Memorial Day.

In addition, thanks to the custom nature of Music Man instruments, there are thousands of possible combinations of models, finishes, features etc. While we can't stock them all, we have made a diligent attempt at improving our selection in key stores, and plan to continue this initiative. I trust that these efforts helped you find the guitar you wanted.

It is also our intention to price guitars "with case" and all other original factory accessories when included from the manufacturer.

I hope this answers some of the questions raised on this thread, and on behalf of GC I thank you all for your input.

Regards,

Michael

 

[ghunter]

Thanks, Michael. I've just sent you a private message with the info requested above.

Graham

 

[Big Poppa]

Guys...how cool is this? Michael thanks for joining in I love the Enzo handle!

Michael has an amazing history in this biz....prior to GC he was with Fender and before this he was with marshall. Michael is an absolute expert regarding Marshall amplification.

Go ahead and quiz him>>>>

Here we have a very high up GC exec posting on a Sunday to recitfy a problem....


stick around michael Ill tell you about my Z06

 

[PeteDuBaldo]

Michael, welcome aboard!

Ill tell you about my Z06

BP, don't give me reason to post a vid of my Dart spanking a Z06 silly at the track



Actually I just looked at the video and the z06 won.... Nice car BP

 

[lumberjack]

Wow,

Someone from GC is posting on the forums. BP, did you have anything to do with this. Did you have a part in getting the ball rolling

It's great to hear someone at GC head office is going to look into this situation. Thanks for posting Michael. Welcome to the forums.....stick around awhile

 

[Big Poppa]

I might have done a little>>>>>>>

 

[lumberjack]

There ya go again. The owner of a company trying to help his customers. You're setting a bad example for owners and presidents of other companies.

I thought you might have had a little to do with it.

Thanks, Big Poppa

 

[ghunter]

Yes, a sincere thank-you from a loyal long-time MM customer.

 

[Colin]

Welcome Michael, I hope one day GC will come to Australia!

Colin

 

[robelinda2]

Yes, maybe they could run Billy Hydes out of town! Allans too. Man would that be sweet. Your'e in Brissie arent you Colin?