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Post subject: A Great customer service story
Posted: Wed Jun 26, 2013 7:36 pm
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Aspiring Musician
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Joined: Fri Dec 02, 2011 1:55 pm
Posts: 437
Location: Atlanta, GA
Well folks . . . 1st I'd like to say that I like the friendship factor of this forum. As a new guitar player, I get lots of friendly advice from everyone here.

One of those advice was . . . What was a good brand for guitar security locks. Many of you said Schaller. (A German manufacturer)

They might be a little pricey but worth it. Well my wife gave me a $25 gift card for the Guitar Center and I used it to purchase he Schaller Strap locks (black finish)

It looks great on my guitar and I do not have to worry about my guitar falling off the straps while I am playing.

Well.....some fluke thing occurred this past weekend. The knob fell off . . . . somewhere.
The 1st thing I thought was . . . . . isn't this suppose to be secure? How could this happen? My cats can't chew this off. Nobody touches my guitar. So I tried to contact Schaller in Germany. I think I called after hours because I heard a German answering service. I did not leave a message because I don't speak German. So I got on the website and got the customer service email. In my email . . . I stated what the model and sku # was on the product. (Lucky for me. . . . . I keep the packaging on new things I purchase)

The next morning I got a personal response from President/Owner! He stated his apologies and that they will ship another one out to me.

Then . . . . I responded by thanking him on his quick response and fantastic customer service.

He responded back by saying "Thank you" again!

I wanted to share this story with you because I know this is a great product. It just so turned out that what I had was defective. I know nothing will be perfect and I accept the fact that there are sometimes those occasional flaws. I am happy to say this company owned up to their mistake. . . . And that is what makes Schaller perfect.


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Post subject: Re: A Great customer service story
Posted: Wed Jun 26, 2013 7:52 pm
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Professional Musician
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Joined: Tue May 24, 2011 8:25 pm
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Location: A cloud of eider down
No product line is without it's flaws. Nice to know that they stand behind the product. I've never had a problem with my straplocks, but I do check them often to make sure nothing loosened up.

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Post subject: Re: A Great customer service story
Posted: Wed Jun 26, 2013 8:16 pm
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Aspiring Musician
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Joined: Sat Dec 03, 2011 2:43 pm
Posts: 670
Great to hear about the good customer service.
I use Schaller on all my basses. Never had a problem with them once I got them properly installed.
It seems that the screws are a little bit smaller and they don't like to tighten up properly.....and will work their way loose. I always use the old toothpick and glue trick. Works every time. You might try doing that.
Don't forget Arnold Layne's good advice.....check them often to make sure nothing loosened up.

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Post subject: Re: A Great customer service story
Posted: Wed Jun 26, 2013 10:46 pm
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Joined: Sun Jan 04, 2009 10:27 pm
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Location: Houston, Texas
That's good to know. I use Schallers for several of my guitars, and I always recommend them when people ask.

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Post subject: Re: A Great customer service story
Posted: Thu Jun 27, 2013 3:58 am
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Joined: Thu Jan 10, 2013 7:02 pm
Posts: 1978
Location: Manchester
I fitted Schaller tuners to my old MIJ Telecaster and they are stunningly good. Also put a Schaller bridge on the Jazz Bass. Really good solid well-engineered hardware, pity it's a bit hard to get hold of in the UK.

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Post subject: Re: A Great customer service story
Posted: Thu Jun 27, 2013 4:54 am
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Great to hear of a good out come on a product issue with the product's company. D'Addario Strings is Aces in my book for outstanding customer service as well. They exceeded my expectations, totally.

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Post subject: Re: A Great customer service story
Posted: Sat Jul 06, 2013 10:21 am
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Aspiring Musician
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Joined: Fri Dec 02, 2011 1:55 pm
Posts: 437
Location: Atlanta, GA
This came in July 3! Thanks Schaller! They even sent me sticker and extra guitar picks too!

Schaller holds up to their word.

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