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Post subject: Good PR!
Posted: Sat May 28, 2016 12:24 pm
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Location: Solina, Ontario
I'll just make this short and sweet, since this is primarily a Fender related forum.
I have a Roland AC-60 acoustic amp that had a broken plastic retainer nut on the headphone jack. I emailed Roland parts and just straight out asked if they could mail me a replacement so I wouldn't have to go all over the place hunting for one. The parts guy said that he'd mail one to me right away. No big deal really. Three days later there's 4 of them in my mailbox, no charge. It cost them $13.48 in postage just to send them. I thought that was pretty good. Just something small, but no questions asked, just simple goodwill and good PR. I know some would say, "they've got lots of money". No doubt they do have lots of money, and that piece of good PR is the reason why they have lots of money. Treatment like that will make me at least consider purchasing Roland products in the future. And that's good for them, because there are definitely a lot of businesses who are off my list for various reasons.

That's all I wanted to say..........Have a good day!!...............................Dave

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Post subject: Re: Good PR!
Posted: Sat May 28, 2016 3:05 pm
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Joined: Sat Mar 22, 2008 10:38 am
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Solina Dave wrote:
I'll just make this short and sweet, since this is primarily a Fender related forum.
I have a Roland AC-60 acoustic amp that had a broken plastic retainer nut on the headphone jack. I emailed Roland parts and just straight out asked if they could mail me a replacement so I wouldn't have to go all over the place hunting for one. The parts guy said that he'd mail one to me right away. No big deal really. Three days later there's 4 of them in my mailbox, no charge. It cost them $13.48 in postage just to send them. I thought that was pretty good. Just something small, but no questions asked, just simple goodwill and good PR. I know some would say, "they've got lots of money". No doubt they do have lots of money, and that piece of good PR is the reason why they have lots of money. Treatment like that will make me at least consider purchasing Roland products in the future. And that's good for them, because there are definitely a lot of businesses who are off my list for various reasons.

That's all I wanted to say..........Have a good day!!...............................Dave
+1 on the PR

Good to know. Kudos to Roland and to you Dave for recognizing this nice response. Glad it worked out well for you.

FSB

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Post subject: Re: Good PR!
Posted: Sat May 28, 2016 3:06 pm
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Joined: Thu Jan 29, 2009 7:13 pm
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Location: Illinois, USA
Good news, thanks for posting Dave.

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Post subject: Re: Good PR!
Posted: Sat May 28, 2016 4:28 pm
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That's good to know. I've always liked Roland products and that's a bonus. 8)

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Post subject: Re: Good PR!
Posted: Sat May 28, 2016 4:44 pm
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$13.48 to mail 4 plastic nuts? Where do you live, Mars?


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Post subject: Re: Good PR!
Posted: Sun May 29, 2016 1:54 pm
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I had a similar experience with Gore.
I used to buy my strings by the box.
I still do but only when I can find a really low price otherwise I just buy 2 or 3 sets at a time.
I'm in a transition phase right now so I don't buy much in the way of bulk strings until I decide what I'm going to start using as my go-to string for electric guitars.
Right now I'm auditioning Ernie Ball Classic Nickel Rock n' Roll Slinkies.
Anyway, some few years ago I bought a small 'lot' of NanoWeb Acoustic strings (think it was 24 sets) because the price was unusually low.
On the first use of those strings, it seemed like every set I put on the G-string would snap somewhere behind the saddle, near the ball end winds.
I sent an email to Gore with pics of 4 broken strings, detailed close-ups of my saddle, bridge and bridge pins showing nothing was amiss with my guitar and explained the G-strings were all snapping in the same spot after maybe an hour of play at standard pitch.
At the time I just assumed a bad batch got through their QC and I got hit with them because I bought bulk.
They sent me a nice email promising to replace some strings for me and within days a package arrived with 8 full sets of my preferred gauge as well as 4 white, unmarked boxes, each containing 4 single envelopes of G-strings in my gauge.
I never got all the way through the singles because the problem was limited to about 8 sets and I never encountered it again so I still have some singles.
I was very impressed by that good move on their part and I spread the word, possibly even here.
It's nice to see a company stand behind their product and make it right when there's an issue.

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Post subject: Re: Good PR!
Posted: Sun May 29, 2016 8:39 pm
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Always nice that these kind gestures restore faith that people/customers do matter, Matt.

I once owned a new '73 Dodge Charger (only because the lucky ones would not release their coveted '71s). :( After frustration with that lemon I unloaded it and soon found myself at the opposite end with one of the first '73 Honda Civics that was beginning a trend. $3000 with British mags (because 12 inch wheels, aside from those on Austin minis, were almost non existent).

Here in the Great North of -40 degrees, severe weather, and salted roads, Honda made Canada their North American testing ground. When 5 years of warranty passed, my hatchback needed tranny work, and the fenders rusted to the point of barely being bolted down.

The home doorbell then introduced a familiar face from the dealership, and he introduced me to a Honda rep and mechanic both from Japan. They asked permission to look over my car from above and below. After their exchanges in Japanese (with the mechanic calling out observations to the rep taking notes), they said their Sayonara.

A few weeks later I got called to get the transmission repaired at no cost because it was written off as training; but, the surprise was two new fenders sent to me courtesy of Honda Japan! Not bad for a $3000 investment even in those days.

I never bought another Honda, and I doubt that such a deal would be made today, although one never knows. Still, knowing how many of the car manufacturers have fudged their specs and information lately, it's fun to tell others about this great experience, and regardless of differences in cost, the rewarding feeling of good will is the same IMHO. :D
FSB

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Post subject: Re: Good PR!
Posted: Sun May 29, 2016 11:09 pm
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I remember those cars.
They weren't actually called Civics at that time. Not yet, anyway.
At least not in the BC interior where I grew up.
They were all badged CVCC ... for Constant Velocity Combustion Chamber
The nickname was Civic based on trying to pronounce CVCC and the name stuck and they were later called that officially.
There's a little bit of trivia for the tuner car crowd.
:idea:
You're welcome!!

Basically they were all little hemis and that was why they made such good power out of a little 1160cc inline 4.
Rusty fenders were a real problem.
They were known for that.
At the time Toyota and Datsun were still making front engine RWD cars built similarly to 50s and 60s American iron with full frames, ball joint A-Arm fronts and and trailing arm leaf spring rear suspensions but Honda came out with those game changing transverse mounted front engine FWD cars and people were like, "Whoah! WTF is that?"

Mazda was struggling with seal issues on their Wankels and as such they weren't actually real players in the big picture back then.
Kinda like now, actually. LOL

Thank you for the little stroll down memory lane!!!

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