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Post subject: Kudos to Fender to EXCELLENT customer service & support!
Posted: Thu Apr 21, 2011 5:25 am
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Joined: Mon Mar 24, 2008 10:44 am
Posts: 77
Location: Richland, WA
Thank you Fender team for the amazing customer service experiences I've had lately! Specifically, thanks to Scott Marceau and Jeff Krause for helping me sort out problems I was having with my original G-DEC 30. My story in short:
1) Got a closeout deal on the original 30 a couple of years ago from Musician's Friend. Got it home and it went crazy with howling and feedback on the high gain channels when playing thru the speaker. Intermittent occurrence when using headphones. Contacted Customer Service and Jeff directed me to take it to the nearest Authorized Fender. Bottom line: "Yep, amp's messed up, here's a new one!" Yay!
2) I diddled around with it for a couple years, primarily thru the headphones as I am a home-hobby player and had no need to turn it up very often. When I DID turn it up it was still at very low (as in my wife was in the next room watching TV so I couldn't crank it) levels.
3) About a month ago I had opportunity to take it to a friend's house and play and was able to turn it up. Much to my chagrin, the howl was there (and I only noticed it because I was showing of the amp's capabilities) and it howled again on the high gain channels... Dang! Then I remembered the 5 year warranty!
4) Phoned Customer Service and Scott answered. From the moment I shared my story he was engaged, courteous and gave me the impression that he (and Fender) absolutely wanted to "make it right". With zero coercion on my part, he offered to replace my G-DEC 30 with the new version: the G-DEC 3 Thirty! I was flabbergasted! Truth be told, I had had secret hopes that would happen, but really didn't think it would since mine was a couple years old. At best I expected a free repair or some version of a prorated trade in credit toward a new amp or something (like when you get your car battery replaced at Wal Mart under warranty and they deduct the value of the trade based on the age of the battery). The only cost to me was going to be the price of shipping to return to Scottsdale, AZ
4) Scott emailed me upon receipt of the amp, told me when he sent it and provided the tracking number. THEN, after about a week or so emailed me again to confirm I got it and how I liked it! Now THAT, my Fender friends, is customer service! THANK YOU!
5) In the early part of this month, I was in a Best Buy in Kansas City. There was a 2008 Clapton Artist Series strat still hanging in there. I made a low offer (it had fret sprout from hanging in the dry store for nearly three years and badly needed a setup). Management was consulted and viola! I walked out the door with a new Blackie! When I got home I emailed Jeff (who has kindly helped me MANY times by providing data on various guitar purchases I've made). Within two hours he responded with the guitars stats (the typical spec sheet cut and pasted into the body of the email) and the "birthdate" of the guitar, which coincidentally turned out to be my oldest son's birthday...guess we know who'll inherit this guitar! LOL Additionally, I'd mentioned in my original message that it was missing the trem arm and the ashtray bridge cover. Again Jeff immediately responded and arranged for the trem arm to be ordered and sent (currently on backorder). He also sent me a polishing cloth and Fender bumper sticker as well (I'd mentioned they wee missing as well).

The moral of this long story is that I think you guys need some praise for your on-going efforts to please your customers. I have been a Fender customer most of my life (49 years old now) and you just keep getting better and better.

Thank you!

PS: here are the requisite NGD pictures (from my cell phone, sorry for the quality): Image
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