How **not** to run a lap steel guitar company

Malcolm Leonard · From: Rhode Island, USA

I won't mention any names,but the outfit discussed here is a very well known maker of lap steel guitars.
About ten weeks ago,I called them looking for a replacement string nut.A gentleman Whom I shall call Mr."A" answered the phone,took my credit card number and shipping address and promised to ship the part promptly.

Two weeks later,I still haven't received it,so I call again.

This time Mr. "B" answers the phone.He does not know anything about my order,but says he will speak to Mr A and get back to me that same day.

Three days later I am still waiting for Mr. B to return that last call,so in hopes of speeding up the process,I call them again.

I get Mr B again who still does not know what happened to my order,but he thinks that Mr.A must have lost it,and I am required to give my ordering information and card number to him all over again.
He offers no apology but does promise to ship my nut that same day.

Well,that second promise was never kept,either,and I still haven't received anything from this company except aggravation.No part,no explanation.......nothing.

I really don't want to call for a fourth time,give my card number and shipping address still another time and hear another empty promise about how they will be sending that part promptly.
I just hope they are not as careless in handling my credit card data as they are in processing merchandise orders!

Since these people are impossible to deal with,I have since located an alternate source for the part I need.

Isn't it just amazing how some companies care nothing about their customers once the inital sale has been concluded.?
Malcolm

basilh · From: United Kingdom

I suppose it's not acceptable to "Name and Shame" or is it ?
Basil

Les Anderson · From: The Great White North

I think I would have called the credit card company and cancelled the payment as soon as things got a bit suspicious.

Yup, under the circumstances, naming the company may help them to correct their business practises.

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(I am not right all of the time but I sure like to think I am!)

Al Terhune · From: Newcastle, WA

Does the company begin with the letter "M"?

Bill McCloskey · Posted 29 Aug 2005 7:48 pm

Well, if it does start with an M, the next letter I guarantee you is not an S. Because I'm going to have a really big problem with anyone badmouthing MSA on this board.

If anything I can tell you that MSA knows EXACTLY how to run a lap steel company. I've never had better, more professional service in my life. Which is the reason I've bought 3 instruments from them over the last 9 months, including my Double 8 - the first production model, which they are overnighting me for delivery tomorrow.

So I know that can't be who Malcom is talking about.

Al Terhune · From: Newcastle, WA

Oh, crist. My big mouth always gets me into trouble. No, it's not MSA I'm thinking of. A few years ago (six?), I had trouble with another maker who just was a pisser -- didn't give a rat's ass about problems I was having with their lap steel. It was a hair-pulling experience. I honestly hope it's not them.

Al

Kyle Bennett · From: Dallas, TX USA

Don’t worry Bill, it’s not MSA. The only replacement string nuts we sell are for SuperSlides. Mr. Leonard doesn’t own a SuperSlide.

Kyle / MSA

Malcolm Leonard · From: Rhode Island, USA

Nope not MSA at all.I can't imagine any company who builds such fine quality instruments as MSA having non-existent customer service.
Only problem with MSA is not everybody can afford one.
Hey MSA.....hows about a stripped down $500.00
"Super Slide Jr"? Maybe you could eliminate the real metal frets,etc to keep the cost down but still keep the great tone?
Malcolm

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If it's got more than three chords it ain't the real thing.

HowardR · From: N.Y.C.-Fire Island-Asheville

Malcom, I know how frustrated you feel. There's not a day that goes by it seems where I don't have to deal with incompetence.

It's my opinion that naming names on a public forum is not a good idea. I say this because everybody has an opinion on both sides of the fence whether they have had actual experience with the company or not. Most of it is speculation and it usually gets ugly. Private email is a different story.

Most importantly, they did not charge your charge card or take your money. Big difference between incompetence and dishonesty. This could also be an isolated incident and who knows for what reason this happened.

Andy Zynda · From: Wisconsin

While I agree that naming names can turn into a pissing match, I have two concerns:
1) If you are not naming anyone, why post? If it's not a warning for others, then your message can damage the wrong entity, (see the above MSA misidentification) and create apprehension for anyone, buying anything, from anybody.

2) If the builder in question really IS a wing-nut bunch, what about the next poor bastard that orders from them, without a clue as the the potential dangers?

If you aren't going to ID the perps, you're slinging hash at everyone. I *hate* going through what happened to you. You have my sympathy. Bad business practice should be rewarded with bad press.
just 2 cents.
-andy-

Bill McCloskey · Posted 30 Aug 2005 7:25 am

"Don’t worry Bill, it’s not MSA. The only replacement string nuts we sell are for SuperSlides. Mr. Leonard doesn’t own a SuperSlide."

Well he's not borrowing one of mine.

See...I told you it couldn't be MSA he was talking about. What threw me was his "Mr. A".

HowardR · From: N.Y.C.-Fire Island-Asheville

Bill Hatcher · From: Atlanta Ga. USA

Sometimes when your running a business you will not have the manpower to expend time on nickle and dime parts like a nut that can usually be purchased cheaply from a supplier that specializes in small parts.

I would not hold it against them for not jumping through hoops for something like this.

Andy Zynda · From: Wisconsin

I have to apologize. I was at work, and skimmed the original post. It read like it was an instrument order.

My mistake, my fault, and I agree that while the company should have returned the calls, it is still a molehill.

Sorry for any offense that I might have given.
(looks like my 2 cents wasn't worth a plugged nickel, yes?)
-andy-

Bill Creller · From: Saginaw, Michigan, USA (deceased)

A nut for a "lap steel" can be any one of many types/configuration, so it's always tough for a player to find an aftermarket piece that will fit right. I would try emailing the company and see what happens.
I guess you could always tell them you are coming to the factory to find out what the hell is going on, which I have done with aircraft parts suppliers.

Brian Henry · Posted 31 Aug 2005 2:49 am

Leonard, Does it begin with a G?

Keith Cordell · From: San Diego

I have spent 8 years of my life as a Customer Service Consultant with a variety of companies. The reality is, that if you are going to go into business where people give you money to perform a service, you must be responsible to that customer and do whatever is in your power to satisfy them, short of giveaways. Bad press is usually deserved, and a company that shortchanges a customer like that deserves what they get, most of the time.

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