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Post subject: Customer support ???
Posted: Mon Aug 25, 2008 9:57 pm
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I just got a very odd response from Fender customer support.

I asked about a vintage guitar I just purchased and asked for help with dating the guitar ( an acoustic ).

I was told they are a NEW guitar company and I might want to try, and he named two well known dealers for help.

I was a bit shocked to be honest, Fender customer service has helped me out with dating questions before.

Edited to also say, at no time have I asked them to give me a market value on this guitar or any other inquiry.

here is the response I got.

Hello,
Thanks for writing in. While we appreciate your interest, we do not
have very much information on vintage instruments, as we are a new
instrument manufacturer. If you would like to get more information on
your Malibu, you should check out www.elderly.com, or www.gruhn.com.
These places can provide you with some historical information, as well
as a current market value. We hope this information will help get you
started.

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Post subject: Re: Customer support ???
Posted: Tue Aug 26, 2008 9:08 am
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blues bondsman wrote:
I was told they are a NEW guitar company and I might want to try, and he named two well known dealers for help.

Hello,
Thanks for writing in. While we appreciate your interest, we do not
have very much information on vintage instruments, as we are a new
instrument manufacturer. If you would like to get more information on
your Malibu, you should check out www.elderly.com, or www.gruhn.com.
These places can provide you with some historical information, as well
as a current market value. We hope this information will help get you
started.


They didn't mean a NEW guitar company, they were telling you that they sell NEW INSTRUMENTS (not used equipement). Hope that helps clear things up!


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Post subject:
Posted: Tue Aug 26, 2008 11:15 am
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Right, it only means in other words that they are only liable to support instruments until the warranty expires.


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Post subject:
Posted: Tue Aug 26, 2008 3:42 pm
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I am aware of what he was trying to convey.

I wrote them back saying I was supprised at the answer I was given and the reply was " our data base only goes back to 1993, if I had the info I would have given it to you"

I think informing me of their lack of data base to cover the instrument I was asking about would have been a better choice, than his first reply.

To me it was more like we dont have time to help you.

The second reply wasnt much better.

Customer service requires humility, patience and polite replies.

_________________
Keepn' the Blues Alive

2004 50th Ann. Limited edition AMSE Stratocaster
2017 50's Baja Telecaster BSB

1968 Bandmaster with 2X12 cab C-rex speakers
VHT Special 6 Ultra combo

Visual Sound Route 66
Cmatmods Signa Drive


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Post subject:
Posted: Tue Aug 26, 2008 3:48 pm
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blues bondsman wrote:
I am aware of what he was trying to convey.

I wrote them back saying I was supprised at the answer I was given and the reply was " our data base only goes back to 1993, if I had the info I would have given it to you"

I think informing me of their lack of data base to cover the instrument I was asking about would have been a better choice, than his first reply.

To me it was more like we dont have time to help you.

The second reply wasnt much better.

Customer service requires humility, patience and polite replies.


Sounds like the CSR was having a bad day. Your request could have been handled much better.

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Post subject:
Posted: Tue Aug 26, 2008 4:03 pm
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By the way, did you ever find the info you needed?


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Post subject:
Posted: Tue Aug 26, 2008 7:26 pm
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No and believe me I have a lot of reference material on Fender products.

according to what I do have the Kluson tuners date it from 1964 to 66.

People get under my skin too, it happens to the best of us.

My barber asked me today how I wanted my hair cut, I said off (just kidding), He got miffed and threw some sarcasm at me.

goes to show you never know who is feeling cranky.

I have my days, just ask my kids.

_________________
Keepn' the Blues Alive

2004 50th Ann. Limited edition AMSE Stratocaster
2017 50's Baja Telecaster BSB

1968 Bandmaster with 2X12 cab C-rex speakers
VHT Special 6 Ultra combo

Visual Sound Route 66
Cmatmods Signa Drive


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Profile
Post subject:
Posted: Thu Aug 28, 2008 7:31 am
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I had a similar experience after I purchased my Montara used, they finally sent a brief email with some info.

Turned out the electronics were bad in the guitar, and I called for some assistance to purchase a replacement unit. Again, the service let me down. I was told that since the guitar is around 20 years old they didn't have any specs. I told the CSR I had measured the specs and was wondering if I could purchase the elec unit that comes in the Sonoran since it was of comparable size. But they wouldn't sell me one. He than referred me to Musicians Friend or a couple other sites..... :shock:

Needless to say, I was very disappointed by this. I was trying to buy something after all. I ended up calling Dean with the specs and they were very helpful, got the unit in a couple days later, had a local luthier install it and it sounds amazing.

My thought is, I know they are not making money anymore off the vintage stuff that people already own and need to sell new guitars. But why wouldn't a company like Fender, with their long legacy, have some part of their business devoted to parts for all the vintage stuff that people want and need. Why not take the business away from Ebay and eliminate the middleman.

I still love my Fender guitars, just was disappointed by the level of customer service I recieved. And there were many phone calls and emails involved, so it wasn't just one CSR having a bad day.


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Post subject:
Posted: Thu Aug 28, 2008 7:44 am
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WI KISSfan wrote:

My thought is, I know they are not making money anymore off the vintage stuff that people already own and need to sell new guitars. But why wouldn't a company like Fender, with their long legacy, have some part of their business devoted to parts for all the vintage stuff that people want and need. Why not take the business away from Ebay and eliminate the middleman.



I think it doesn't have anything to do with making money on the item anymore, it's that the CSR is not knowledgeable and it shows through how they treated you. The thing is, most of the csr side of the employees aren't musicians, could care less about it, it's just a job. Some treat it like they've died and gone to heaven to be so lucky to work for Fender.

Edit, I should have typed this following my last sentence, sorry, I was in a hurry before I had to go somewhere: "Others just do it to collect money."
Again, sorry for not finishing my thoughts and posting my answer.

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Last edited by PowerJazzBass on Fri Aug 29, 2008 8:43 pm, edited 1 time in total.

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Post subject:
Posted: Thu Aug 28, 2008 7:52 am
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PowerJazzBass wrote:
The thing is, most of the csr side of the employees aren't musicians, could care less about it, it's just a job. Some treat it like they've died and gone to heaven to be so lucky to work for Fender.


I'm the corporate trainer at a call center (not Fender... not even music related) and I stress to everyone that is on the phones that they MUST treat everyone that calls in the same way they would treat the president of our company. No less... no exceptions. I think if more US companies took that approach, our call centers wouldn't have moved to India. (Sorry... my little "soapbox sermon" is done)

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A few hundred years too late
The cannons don't thunder
There's nothing to plunder
I'm an under 40 victim of fate
Arriving too late...
Arriving too late...


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Post subject:
Posted: Thu Aug 28, 2008 7:59 am
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You guys are probably both right, but my job revolves around customer service as well. And I certainly try to exhaust every option before I would even think of referring the customer to someone else to help them. That just doesn't make sense to me.

It just seems that Fender's legacy should ensure that there are some CSR's specially trained to handle customers who are specifically needing help with 10+ year old guitars and basses, which is a window that 3 of my Fenders fit into :lol:


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Post subject:
Posted: Thu Aug 28, 2008 8:02 am
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I had a similar experience after I purchased my Montara used, they finally sent a brief email with some info.

Turned out the electronics were bad in the guitar, and I called for some assistance to purchase a replacement unit. Again, the service let me down. I was told that since the guitar is around 20 years old they didn't have any specs. I told the CSR I had measured the specs and was wondering if I could purchase the elec unit that comes in the Sonoran since it was of comparable size. But they wouldn't sell me one. He than referred me to Musicians Friend or a couple other sites..... :shock:

Needless to say, I was very disappointed by this. I was trying to buy something after all. I ended up calling Dean with the specs and they were very helpful, got the unit in a couple days later, had a local luthier install it and it sounds amazing.

My thought is, I know they are not making money anymore off the vintage stuff that people already own and need to sell new guitars. But why wouldn't a company like Fender, with their long legacy, have some part of their business devoted to parts for all the vintage stuff that people want and need. Why not take the business away from Ebay and eliminate the middleman.

I still love my Fender guitars, just was disappointed by the level of customer service I recieved. And there were many phone calls and emails involved, so it wasn't just one CSR having a bad day.


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Post subject:
Posted: Thu Aug 28, 2008 8:25 am
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ClearwaterZiggy wrote:
PowerJazzBass wrote:
The thing is, most of the csr side of the employees aren't musicians, could care less about it, it's just a job. Some treat it like they've died and gone to heaven to be so lucky to work for Fender.


I'm the corporate trainer at a call center (not Fender... not even music related) and I stress to everyone that is on the phones that they MUST treat everyone that calls in the same way they would treat the president of our company. No less... no exceptions. I think if more US companies took that approach, our call centers wouldn't have moved to India. (Sorry... my little "soapbox sermon" is done)


I also work in a technical support department that answers phones, web management systems and emails. Although, as a third tier support person, I generally deal only with resellers that are "supposed" to know what they are doing, we are still required to treat them like they are basically the most importantant person in the world. Our company takes great pains in making sure their support personnel are properly trained and fully HDI Professionl Certified.

Even companies like Home Depot have training programs that last for some 2-4 weeks before you can even put on that orange apron.

Does Fender have such programs in place?

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Post subject:
Posted: Thu Aug 28, 2008 8:27 am
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Warpfield wrote:
Does Fender have such programs in place?


If not, I'm willing to relocate. LoL :lol:

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Well, yes, I am a pirate
A few hundred years too late
The cannons don't thunder
There's nothing to plunder
I'm an under 40 victim of fate
Arriving too late...
Arriving too late...


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Post subject:
Posted: Thu Aug 28, 2008 8:39 am
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ClearwaterZiggy wrote:
Warpfield wrote:
Does Fender have such programs in place?


If not, I'm willing to relocate. LoL :lol:


Nice. :D

I guess, in my opinion, with respect all the vintage and older guitars out there from Fender's long history, there should be at least one or two "specialist" CSR's that could assist customers with those products. Why not keep the business for the Fender name in house and off Ebay.


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