Another example of excellent service from Strings and Things

[eliot323]

Me again...second post today but I wanted to hand out some plaudits.

The piezo on one of my JP6 BFRs decided to pack up a couple of weeks ago. I couldn't see why, everything looked OK. The guitar was out of warranty but I decided to send it back to Strings and Things (UK distributor) via Coda Music in Stevenage.

I took it in on the Monday, not expecting to see the guitar for a few weeks. Later that week, I got a call from Coda to say the guitar had been fixed and would be back in Stevenage the following Monday! I only missed the guitar for a week and it was back again, good as new.

Even more amazingly, they fixed it for free and paid the shipping both ways!

This is superb service and shows how committed S&T are to backing EBMM guitars. I cannot praise them more highly and I would like to say thank you!

[Phrat]

Those guys are truly ace!

[eliot323]

They certainly are.

I also thought that their stand at recent London International Music Show was excellent, plus I got my picture taken with Albert Lee, who just happened to be around when we visited the stand.

[shep]

Yeah amazing support! The best in the world!

[Purple ASS]

Originally Posted by eliot323

Me again...second post today but I wanted to hand out some plaudits.

The piezo on one of my JP6 BFRs decided to pack up a couple of weeks ago. I couldn't see why, everything looked OK. The guitar was out of warranty but I decided to send it back to Strings and Things (UK distributor) via Coda Music in Stevenage.

I took it in on the Monday, not expecting to see the guitar for a few weeks. Later that week, I got a call from Coda to say the guitar had been fixed and would be back in Stevenage the following Monday! I only missed the guitar for a week and it was back again, good as new.

Even more amazingly, they fixed it for free and paid the shipping both ways!

This is superb service and shows how committed S&T are to backing EBMM guitars. I cannot praise them more highly and I would like to say thank you!

I absolutely agree with you. I had a silent circuit problem when my Super Sport was about 4 years old. I had'nt even had the guitar from new. Same thing....they replaced it and did all the work for free. I was so impressed I bought another Ball...then another.....then another Well Done S&T , you are the best

[gerry d]

I have removed myself from this forum because of an issue with S+T..

I didn't get good service.. I was told that an issue with my out of warranty EBMM guitar would be taken care of... and I was told it wasn't chargeable..

fine I thought until I made another call to find out if the replacement part had arrived, at that point I was told it was chargeable and that I would have to pay...

I refused and got the guitar repaired elsewhere, its still a great musical instrument and I love it, the reason I removed myself from here is because of the unwillingness to accept criticism of any aspect of EBMM guitars or the service provided.

My dealings with Strings and Things was not pleasant and I won't be dealing with them in the future.

[Smellybum5150]

Originally Posted by gerry d

I have removed myself from this forum because of an issue with S+T..

I didn't get good service.. I was told that an issue with my out of warranty EBMM guitar would be taken care of... and I was told it wasn't chargeable..

fine I thought until I made another call to find out if the replacement part had arrived, at that point I was told it was chargeable and that I would have to pay...

I refused and got the guitar repaired elsewhere, its still a great musical instrument and I love it, the reason I removed myself from here is because of the unwillingness to accept criticism of any aspect ot EBMM guitars or the service provided.

My dealings with Strings and Things was not pleasant and I won't be dealing with them in the future.

Wow
I'm genuinly surprised to hear that, I reckon I've called them maybe 50 times in the last 4 years, with everything from needing to know a part number for a string retainer to the delivery times on a Dargie Delight, they've been switched on, on the money and gone the extra mile,

Pete (Blind Lemon) is an amazing guy and I stand up for him, if you didn't get good service (or what you claim was promised) then I'm sorry but without knowing the ins and outs us knuckleheads will only speculate (No need to post it by the way, just an observation)

I suppose you're not really allowed to criticise EBMM here, but if you think about it - it's like being invited round to someone's house for dinner, you don't try to have sex with the hosts wife or say their car sucks, and their food is crap??? - when people are here (and certainly how I feel) we're guests, we're treated like that some people get given guitars, some people are given support, some people are made fools of (usually their own fault!) and we all have a good time, - if this place was a bitch-a-thon what would be the point in coming here???

There's a bunch of people here who are living people if EBMM produce something that isn't up to the mark they'll fix it - moaning about it doesn't do much...

[gerry d]

this happened well over a year ago and I've kept quiet and removed myself..

I didn't bring it to this forum because I knew the reaction I'd get..

I will qualify this by saying I still believe EBMM to be among the best musical instruments available and I continue to be impressed by the quality.

this just left me with a very bad feeling about what we could or could not say about EBMM..

I'm sorry if it upsets anyone but its how I feel..

having said all of this I still plan to purchase a 25th Anniversary guitar very soon and I know I'll love it..

my issue was a service one... I didn't get what I thought I would.

Gerry.

[colinboy]

I knew i didnt see you around here for a long time gerry.

Im not goin to comment on your situation fella as i dont know the ins and outs of what happened but i did have a problem sorted very quickly last year when my new BFRs body had a small crack on it and the warranty was up by 3 weeks but they still organised to get me a new body on it and it only took a week to go over and come back from the uk,so i can only praise the guys at S&T.

[envy-guitars]

S+T are the best!

All I can say is imagine this... you take your car into a garage, the mechanic thinks the problem is the alternator (most common problem with the sympoms the car is showing)... so you agree for him to fix the altenator for an agreed price.

The problem isn't with the alternator but its a much larger problem. Would you expect the garage to repair the car for the amount agreed at the beginning just for the alternator?

[gerry d]

Originally Posted by envy-guitars

S+T are the best!

All I can say is imagine this... you take your car into a garage, the mechanic thinks the problem is the alternator (most common problem with the sympoms the car is showing)... so you agree for him to fix the altenator for an agreed price.

The problem isn't with the alternator but its a much larger problem. Would you expect the garage to repair the car for the amount agreed at the beginning just for the alternator?

with all due respect what are you talking about..?

I following the correct procedure.. I didn't post about the problem here I emailed customer service who directed me to Strings and things, I explained in detail over the phone what the issue was... they said I needed a replacement part... I even said that I would pay for it at that point, I was told that it wouldn't be chargeable and that they would order the part and I thought everything was cool. About 6 weeks later I called back to follow up on the replacement part only to be told that it WAS chargeable and I would have to pay for it..

I refused.. and I don't think that was unreasonable.

this is EXACTLY the reaction I expected here.. and frankly its putting me off any further dealings with EBMM in general.

[Purple ASS]

Originally Posted by gerry d

with all due respect what are you talking about..?

I following the correct procedure.. I didn't post about the problem here I emailed customer service who directed me to Strings and things, I explained in detail over the phone what the issue was... they said I needed a replacement part... I even said that I would pay for it at that point, I was told that it wouldn't be chargeable and that they would order the part and I thought everything was cool. About 6 weeks later I called back to follow up on the replacement part only to be told that it WAS chargeable and I would have to pay for it..

I refused.. and I don't think that was unreasonable.

this is EXACTLY the reaction I expected here.. and frankly its putting me off any further dealings with EBMM in general.

For what its worth I think you are absolutely entitiled to your opinion and am sorry that your experience differs from most of us on here who have dealt with S&T in any way shape or form. In my experience Pete and the guys will bend over backwards to keep the customer satisfied, in fact way beyond my expectations. However history tells us that its not possible to satisfy everyone all of the time, particularly in a service industry. We've all had experience of that many times I'm sure in many areas of customer services, usually as a result of misunderstanding, misinformation or poor communication. I spend all of my working days dealing with people who seemingly are impossible to keep happy...(or won't admit to it even if they are).. I'm sorry to hear that you didn't get the service you were expecting, whatever the reason. All I can say is thank you for not coming on here flaming S & T for what I'm sure was an isolated incident. You obviously have great taste in guitars and long may that continue.

[gerry d]

Originally Posted by Purple ASS

For what its worth I think you are absolutely entitiled to your opinion and am sorry that your experience differs from most of us on here who have dealt with S&T in any way shape or form. In my experience Pete and the guys will bend over backwards to keep the customer satisfied, in fact way beyond my expectations. However history tells us that its not possible to satisfy everyone all of the time, particularly in a service industry. We've all had experience of that many times I'm sure in many areas of customer services, usually as a result of misunderstanding, misinformation or poor communication. I spend all of my working days dealing with people who seemingly are impossible to keep happy...(or won't admit to it even if they are).. I'm sorry to hear that you didn't get the service you were expecting, whatever the reason. All I can say is thank you for not coming on here flaming S & T for what I'm sure was an isolated incident. You obviously have great taste in guitars and long may that continue.

I have no doubt that this is an isolated incident and to be fair I've only ever heard great things about S+T..

I did not flame S+T at the time and I'm not doing so now.

I got the guitar fixed now and it still gets most of my playing time and work.. in short its fantastic..

BP and his crew make guitars with no compromise on quality.. of that I'm very sure... and I admire that integrity.. and that is why I didn't make a big deal of this situation.

no biggie.

lets move on..
life is too short for stuff like this.

Gerry.

[Keithf]

Speak as you find,
I had a very long standing relationship with Nick at S&T,the best part of 20 years,i was working in local music stores in and around swansea, south wales at that time.
the service he and the rest of their team gave was nothing short of spectacular,I can't recall a single instance that i had cause for complaint .
Keith

[Purple ASS]

Originally Posted by gerry d

no biggie.

lets move on..
life is too short for stuff like this.

Gerry.

Great idea....now when are you ordering that 25th ?