markdavid Posted April 26, 2017 Share Posted April 26, 2017 Hi I don't usually post regarding customer service issues with websites, i try to give them a reasonable chance to rectify but Thomann have been worryingly flaky with communication. Have recently bought a Beatbass from them, I have basses already (obviously) but I thought for the price why not, anyhow received the bass all in one piece, tuning was a little out so as anyone would I got out the tuner and proceeded to tune the bass, tuners felt kind of junky but is not an expensive bass, anyhow before I reached pitch on the D string the tuner managed to strip itself and the screw came out of the tuner, tried to screw it back in but it was not holding so contacted Thomann through the returns section on the website and sent a separate email shortly afterwards to describe more about the issue. The following morning I received an email asking me to email a video of the issue which I did first thing, sent a separate email shortly afterwards to try and help move things along saying hopefully the video makes the issue clearer and describing again the issue , no response just an automated email from them. This morning came and I dropped them an email to chase up on my returns request and sent a message through the website and nothing from them apart from an automated email, I know I am probably being impatient and I know Thomann have a good reputation so I am confident that they will sort out the issue but I have never had to wait this long to get a response about an rma Quote Link to comment Share on other sites More sharing options...
kodiakblair Posted April 26, 2017 Share Posted April 26, 2017 Phone them. No way they can avoid it then. I could see it taking time if a refund or money off was being asked for but not a straight return. Number is [color=#000000][font=sans-serif][size=4]+49-9546-9223-476[/size][/font][/color] [color=#000000][font=sans-serif][size=4]Is it still in the 30 days period ?[/size][/font][/color] Quote Link to comment Share on other sites More sharing options...
Happy Jack Posted April 26, 2017 Share Posted April 26, 2017 How very odd. All my experience with Thomann (including a couple of Returns) have been excellent. Hope this gets sorted for you. Quote Link to comment Share on other sites More sharing options...
markdavid Posted April 26, 2017 Author Share Posted April 26, 2017 yes still within the 30 days period, I will give them a call tomorrow morning, really not impressed so far Quote Link to comment Share on other sites More sharing options...
kodiakblair Posted April 26, 2017 Share Posted April 26, 2017 Nor should you be. They get loads of credit for their customer care yet here they are letting you down badly. Quote Link to comment Share on other sites More sharing options...
machinehead Posted April 26, 2017 Share Posted April 26, 2017 I hope (and believe) Thomann will sort this for you, if, it seems, a little slowly. I bought an EBS Reidmar 750 from them last year. It was clearly not new - scrapes on the amp, paint chipped and the packaging damaged. They asked for pics, which I sent. They replaced the amp without question in a few days. Frank. Quote Link to comment Share on other sites More sharing options...
ped Posted April 26, 2017 Share Posted April 26, 2017 I ordered something but put the wrong postcode. In the confirmation email it said email your customer support agent (it told me who it was, too) if there were any problems with the order. So I did, immediately. A couple of days later after it had been dispatched they replied Quote Link to comment Share on other sites More sharing options...
Bilbo Posted April 26, 2017 Share Posted April 26, 2017 I found phoning more effective than email. Phone response is immediate. Quote Link to comment Share on other sites More sharing options...
yorks5stringer Posted April 26, 2017 Share Posted April 26, 2017 I've had similar issues with speed of reply with them but as has been pointed out before, they sell huge amounts of gear every day and get loads of emails......not excusing them. Quote Link to comment Share on other sites More sharing options...
Bassassin Posted April 26, 2017 Share Posted April 26, 2017 Interesting. Yesterday I attempted to make my first purchase from Thomann (not bass related, I'm afraid!), and something screwed up with the order process meaning it didn't complete - so I'm left with a €325 payment pending on my Paypal account and no actual order, as far as I can tell. Emailed them this morning but so far have heard sod-all. Not too much of a problem as I can get PP to cancel the transaction, but unfortunate as Thomann beat everyone else's price on this item (a Fishman Tripleplay MIDI guitar pickup) by £50 - £100! Quote Link to comment Share on other sites More sharing options...
ped Posted April 27, 2017 Share Posted April 27, 2017 as far as I'm concerned unless a company can reply to an email practically instantly (or at the very least within a few hours) they shouldn't suggest it as a form of contact at all. Too many companies put an email address seemingly for the sake of it! Quote Link to comment Share on other sites More sharing options...
bubinga5 Posted April 27, 2017 Share Posted April 27, 2017 (edited) I've always had positive experiences with thomann. I ordered a Sire V7. It arrived 2 days later. 2 days. ! I admit email was slow at getting back, so I just called them. Much easier, alas a bit more expensive. I sent it back on a monday, and I got a refund by Wednesday. Definitely phone them. Much easier and quicker Edited April 27, 2017 by bubinga5 Quote Link to comment Share on other sites More sharing options...
markdavid Posted April 27, 2017 Author Share Posted April 27, 2017 Have called them this morning and they have emailed me a returns label, the email communication has been non existent but to their credit I received the label minutes after speaking to them on the phone Quote Link to comment Share on other sites More sharing options...
Bassassin Posted April 27, 2017 Share Posted April 27, 2017 Happily I heard back from Thomann this morning, they'll cancel the pending transaction so I can have another go... We'll see how that turns out, then. Quote Link to comment Share on other sites More sharing options...
Happy Jack Posted April 27, 2017 Share Posted April 27, 2017 Alles ist in ordnung. Quote Link to comment Share on other sites More sharing options...
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