rushbo Posted February 2, 2013 Share Posted February 2, 2013 We’ve all had horror stories with online customer service…’It’s more than my Jobsworth”, “ It’s not my department” “your issue will be dealt with in 3-5 working months,” yadda yadda. So it’s nice to see a good example for a change… I purchased a set of Fender flatwounds online (for a very competitive price…) from Sounds Live a week or two ago. They arrived promptly and I set about putting them on my lovely Mexi Jazz Bass. That’s when the fun starts. The ‘D’ snapped at the peg end while I was stringing up, leaving me just enough for one wind around the peg. I’ve never snapped a string whilst tuning (and only three or four during my 27 year “career” as a Bassist…) so I thought there may be an issue with the string. I still hadn’t ruled out ‘pilot error’ at this stage. So, I dropped a line to Sounds Live asking if I could buy a single D. Within the day, I received a very apologetic letter from Tom Cleugh at Sounds Live who told me he’d got in touch with Fender to sort out a replacement. I then received a number of emails tracking the process of the order. Yesterday, I received another, equally courteous and apologetic email, this time from Tom Gardner (a very safe pair of hands as it turns out he’s a Bassist…) at Fender saying that the strings (a full set, not just the dodgy one) were in the post and to make up for any inconvenience, he’d included a couple of custom shop patch leads. The strings arrived this morning. I reckon that’s customer service above and beyond the call of duty. Quote Link to comment Share on other sites More sharing options...
Chrismanbass Posted February 2, 2013 Share Posted February 2, 2013 sounds great mate thats nice to hear good to see that some people still have a good concept of customer service Quote Link to comment Share on other sites More sharing options...
Lozz196 Posted February 2, 2013 Share Posted February 2, 2013 Have to say, I`ve always received great service from Soundslive as well. Quote Link to comment Share on other sites More sharing options...
miles'tone Posted February 3, 2013 Share Posted February 3, 2013 Me too, and I also have Fender flats of different gauges on all my basses. Love them and never had any issues. Fair do's to all concerned! Quote Link to comment Share on other sites More sharing options...
dave_bass5 Posted February 4, 2013 Share Posted February 4, 2013 We had a thread about SL on here recently. its wasn't pretty I must say this is more what i would expect from SL, ive always had good service from them. Quote Link to comment Share on other sites More sharing options...
waynepunkdude Posted February 5, 2013 Share Posted February 5, 2013 Very good that's always been my experience Quote Link to comment Share on other sites More sharing options...
yepmop Posted February 5, 2013 Share Posted February 5, 2013 Great service if only a few more companies would follow this route, good customer service is cheaper and better than any form of advertising. Quote Link to comment Share on other sites More sharing options...
Hutton Posted February 5, 2013 Share Posted February 5, 2013 Good to hear about Soundslive dealing with the problem efficiently. Also ,good to hear that Fender responded in such a positive. Too often we hear negative comments about Fender service so it's to hear a positive one for a change. Quote Link to comment Share on other sites More sharing options...
LemonCello Posted February 5, 2013 Share Posted February 5, 2013 I had to return a brand new never been outa the box Fender Blacktop P to Sounds Live coz it had a 'dead' neck pup. A new one came by return of post without any quibbling - great service! No so great QC on Fender's part however Quote Link to comment Share on other sites More sharing options...
CamdenRob Posted August 9, 2013 Share Posted August 9, 2013 (edited) Resurrecting this due to recent experience, not about Soundslive but this seemed the best place for it... I dropped Fender an email yesterday inquiring about a jazz bass I bought a couple of days ago. This morning I have a detailed response from a man named Bryce with a full history of the instrument and several additional comments on things I didn't know about the bass. I thought it was refreshing for a company the size of Fender to bother to compile a detailed reply to a guy Four Thousand miles away who's just bought a second hand Jazz bass. Excellent stuff. Rob Edited August 9, 2013 by CamdenRob Quote Link to comment Share on other sites More sharing options...
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