DarkHeart Posted March 6, 2013 Share Posted March 6, 2013 I bought a set of flat wound Rotosounds a couple of weeks back and unfortunately the E string had what was described as a `loose cover` and rattled. I contacted Rotosound with the intention of buying a replacement string however I recieved a reply apologising for the string and asking for my address to send a free replacement to, great i thought thats good of them. On monday the string duly arrived and it had brought four of its friends along for the ride, so instead of just sending me a replacement for the defective one i had a brand new set and a replacement, to me thats top marks for customer service. Quote Link to comment Share on other sites More sharing options...
L.O.D Posted March 7, 2013 Share Posted March 7, 2013 Nice one,customer service like that is unfortunely unheard of nowadays.. Quote Link to comment Share on other sites More sharing options...
Muzz Posted March 7, 2013 Share Posted March 7, 2013 I'm not a fan of the strings, but I am a fan of the company - I've always found them to be very helpful, and Jason How took the time out to correspond with me about strings a while ago. Proper customer service. Quote Link to comment Share on other sites More sharing options...
ped Posted March 7, 2013 Share Posted March 7, 2013 Yep, top folk at Rotosound http://blog.basschat.co.uk/basschat-visits-rotosound/ Quote Link to comment Share on other sites More sharing options...
throwoff Posted March 7, 2013 Share Posted March 7, 2013 Always good lads at Roto, when they launched the Nexus coated line I bought a set almost immediately and the E unwound as I was putting it on. Quick email and for the price of a stamp (they wanted the bad string back as it was a brand new line and wanted to check out what had happened for QC purposes) I was sent a brand new pack and a bunch of stickers. Top service. Quote Link to comment Share on other sites More sharing options...
Lozz196 Posted March 7, 2013 Share Posted March 7, 2013 Yes, great company, great strings. I had a chat with Jason at the bass Show on Saturday, nice guy, and was genuinely interested about which of his strings I used, and why. Also chatted about the use of Rotosound on so many of my fave recordings, hence me using them. Quote Link to comment Share on other sites More sharing options...
Cosmo Valdemar Posted March 7, 2013 Share Posted March 7, 2013 I had a similar experience to the OP - a duff A string in a brand new set. Emailed Rotosound about it, got an apologetic reply from Jason within minutes offering to send a replacement set. He didn't even want proof of purchase or the duff string returned which I was expecting. Great stuff. Quote Link to comment Share on other sites More sharing options...
jaydentaku Posted March 7, 2013 Share Posted March 7, 2013 (edited) I have contacted them twice by phone and gotten the same condescending toff both times. i don't know hwo he was, but he really sounded like he couldn't be bothered. I don't remember the first issue, but he was very brusque and condescending. The second time, I explained that I had bought a set of strings and one was shorter than the others and I wanted to buy a single string from their webstore but whilst I could buy single strings from their online shop, they only sold two of the four strings from the set (which is folly), neither of which were the one I wanted Firstly, he told me they didn't sell to the public and that they don't have a webstore. I read him the web address, he then confirmed it was theirs, that they do have a webstore but they don't sell to the public. That yes, they only sell two of the four strings I wanted and he couldn't help me any further. I tried to fathom this logic, explained that I was at the checkout on the webstore, there was no mention of it being trade only, ready to buy a couple of other sets from them... He interrupted me, asked if that was all or if there was anything else he could help me with. He was plain rude. I won't buy from them again but it's nice to see they are helping others out. What on earth did I do wrong? Having video Ped's video again, it certainly wasn't Jason that I spoke to. The guy I spoke to had a plum in his mouth. Edited March 7, 2013 by jaydentaku Quote Link to comment Share on other sites More sharing options...
paul_5 Posted March 7, 2013 Share Posted March 7, 2013 Yup, Roto have always been brilliant in my experience. Quote Link to comment Share on other sites More sharing options...
DarkHeart Posted March 9, 2013 Author Share Posted March 9, 2013 I dealt with a guy called John Doughty, ive got Roto flats on 3 of my 5 basses now and when the others need restringing they will be getting the same, that kind of customer service cant be bought (i like the strings anyway!) Quote Link to comment Share on other sites More sharing options...
apa Posted March 29, 2013 Share Posted March 29, 2013 Had a very rough G in a set of RS66EL's. Emailed Rotosound and John Doughty replied with a 3 paragraph reply explaining everything including how the bass string market worked!! He sent a replacement G and another full set. How good is that!! Damn good company. A Quote Link to comment Share on other sites More sharing options...
chrismuzz Posted March 30, 2013 Share Posted March 30, 2013 [quote name='Muzz' timestamp='1362648283' post='2002554'] I'm not a fan of the strings, but I am a fan of the company - I've always found them to be very helpful, and Jason How took the time out to correspond with me about strings a while ago. Proper customer service. [/quote] Ditto. It makes me wish I liked the strings as I'd be delighted to support the company, especially with them being UK based! Quote Link to comment Share on other sites More sharing options...
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