Peavey Customer Service (or Lack there of)

Stephen Silver · From: Asheville, NC

I ordered, and paid for, a Peavey 1501-4RB SB and the new Neo magnet from my local dealer, Guitar Showcase, on December 14. When they called in the order, Peavey quoted delivery the third week of January.

The third week of January came around and GS called Peavey who then quoted delivery the second week of February.

Guess what? (he asks rhetorically)

GS called Peavey today and they said it would be the third week of March!

This is flaming ridiculous!

I am taking all comers that when the third week of March comes around they will quote sometime in April.

Anyone else have any comments on Peaveys lack of ability to service their customers in a timely manner or at least have a better response than if you pay me today I will ship it out next Tuesday, promise!

Mike Brown? Bueller?

SS
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Steve Alcott · From: New York, New York, USA

FWIW, a bass cabinet I've been patiently waiting for is finally on its way. The builder has been having problems getting Neo speakers. Could be the same at PV.

Michael Haselman · From: St. Paul

A couple years ago I had problems getting a new BW 1501. I think it's just the speaker division with problems, and I believe at that time they were dealing with Katrina aftermath problems. Mike B. took care of me though, and I still love good ole Peavey.
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Bill Moran · From: Virginia, USA

I have had nothing but good service with Peavey. You are looking for a new item on the market. Belive me or not, S- happens. I'm telling you, Peavey is not giving you the run around. They have a problem or you would have your product.
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Jack Stoner · From: Kansas City, MO

I've ordered Peavey items through dealers and some wre delivered before the estimated shipping date and some were not. Who knows what production issue caused the delays? or if there were even delays - maybe the original estimated shipping date was a mistake. And, the estimated date is just that an estimate (guess).

Having dealt with a lot of companies - and big ones such as IBM on a major corporate level - when I was working, estimated shipping dates slip all the time. It's frustrating to the customers and they try to meet all dates but it's not always possible.

I saw this recently on the Dell users forum - people were complaining because estimated shipping dates for laptops kept getting bumped back, and it was caused by a shortage of LCD panels that was beyond the control of Dell, but Dell took the heat for the shipping delays and several revised shipping dates for many. (Dell shot themselves in the foot recently with colored laptop covers, rather than just black. They turned out to be more popular than they thought and had to backorder several of the more popular colors).

Stu Schulman · From: Ulster Park New Yawk (deceased)

Peavey's customer service is the best that I've ever dealt with.They have gone way above and beyond for me...Let's see there was the time that our wonderful post office lost my amp and Peavey sent someone over there to find it...The post office said that the Peavey factory was too big and they wouldn't deliver it,so it just sat there for three months until Peavey went out of their way to help me out,The post office didn't care about it.Mike Brown,and his crew are the best.Now as far as promises from music stores...AHHHHHHHH!
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Steeltronics Z-pickup,Desert Rose S-10 4+5,Desert Rose Keyless S-10 3+5... Mullen G2 S-10 3+5,Telonics 206 pickups,Telonics volume pedal.,Blanton SD -10,Emmons GS_10...Zirctone bar,Bill Groner Bar...any amp that isn't broken.Steel Seat.Com seats...Licking paint chips off of Chinese Toys since 1952.

Bill Hatcher · From: Atlanta Ga. USA

Your talking about 1 speaker. They don't just stop everything and make one speaker and send it to you so you will be sure to get it on time. They make batches of things. If an item is not in stock when you order it, they give you a projected date when they plan on having a batch of them made. The set up time, castings and all the parts have to be made first and then the assembly starts. If those parts are not all ready for some reason or if another manuf. run is making them more money than a run of speakers then they go with that, so the fact that the manuf. date was pushed back should be something that you will have to just deal with if you want THAT particular speaker. Otherwise get another brand that is in stock somewhere right when you need it.

Richard Sinkler · From: aka: Rusty Strings -- Missoula, Montana

I don't believe that Peavey only has an order for one of those speakers (including their in house production needs). That scenario that Bill just described is absurd and I don't believe Peavey subscribes to that type of customer service. If you're not getting the speaker, there is a good reason. I would call and talk to Mike Brown. I'll place my bets on outside vendors behind in delivery or a batch of rejected third party parts. Peavey may build the speakers, but I don't think they manufactuer all the individual componets.

Talk to Mike personally. I am sure Guitar Showcase is just talking to some customer service person who just has the info on backorders and not necessarily the reason for it.

Good luck Stephen and I think I'll come down tonight to see you play. I'll be the one throwing beer onstage.
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Carter D10 8p/8k, Dekley S10 3p/4k C6 setup,Regal RD40 Dobro, Recording King Professional Dobro, NV400, NV112,Ibanez Gio guitar, Epiphone SG Special (open D slide guitar) . Playing for 54 years and still counting.

Joel Meredith · From: Portland,Oregon, USA

I work at an authorized Peavey service center in Portland and have had very good success with their customer service and repair.
Your speaker is probably taking so long because they are making them and didn't have a big enough order for that model of speaker to start making them at the time you ordered it. It's just business.

Bill Hatcher · From: Atlanta Ga. USA

Tell that to Sinkler.

Matt Elsen · From: Deer Harbor, Orcas Island, WA

<<"Anyone else have any comments on Peaveys lack of ability to service their customers in a timely manner or at least have a better response than if you pay me today I will ship it out next Tuesday, promise!">>

Not from me. My experience with Peavey has always been just the opposite. In my book it's a first class operation and among the most caring, responsive, customer satisfaction-oriented companies in the music business. Their commitment to the Steel Guitar community has been unwavering and a well-documented fact for years.

Why not reach out to Mike Brown directly and let him look into it for you?

ME

Stephen Silver · From: Asheville, NC

I was in he manufacturing business for over 20 years, and yes, duh, I understand SCM (I'll spell it out for you Hatcher if you don't know what it means)as well as anyone. That isn't my beef.

It's setting a customers expectations, resetting them, then resetting over and over. Just be honest...do not quote delivery dates that are not assured of meeting. It's better to leave it open than to constantly offer information that is incorrect and has to be restated every month ad infinitum. Both GS and I went deep into Peaveys CS, not just the first voice that answered the phone, once we established that the first line reps were just reading a computer screen. And no one could offer any better information.

I do not think there is any excuse for missetting clients expectations. If I say I am going to have a product ready by a certain date, then I damn well better have it or expect to either compensate the client for misrepresenting the correct information or be prepared to lose a client. And that has happened in my professional past. As GW has said, "fool me once — shame on — shame on you. You fool me, you can't get fooled again" Sept 17, 2002 (a little light humor)

BTW, I did find the speaker, thanks to Dyke Corson at Corson music who had a couple left. Great service and communication, he shipped it the same day I ordered it.
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Darvin Willhoite · From: Roxton, Tx. USA

Peavey has about the best customer service/support of any company I've ever worked with.

My company had a large quantity of planetary gearboxes on order with a German company for about a year, then a couple of months ago close to when the order was due, they canceled our order as well as lots of other manufacturers orders. We all had to re-enter our orders and now they estimate we may get units around mid 2009. No one else makes anything to replace the units we use, so we're at their mercy. We keep a couple of million dollers worth of these units in inventory for emergencies, and if it wasn't for that, we would really be up a creek.

What I'm trying to say is, the manufacturing business has gotten more erratic in the last year or two than it has ever been in the 35 years I have been in it. And it is every facet, not just heavy equipment or musical equipment. It's the times we're living in.
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Darvin Willhoite
MSA Millennium, Legend, and Studio Pro, Reese's restored Universal Direction guitar, a restored MSA Classic SS, several amps, new and old, and a Kemper Powerhead that I am really liking. Also a Zum D10, a Mullen RP, and a restored Rose S10, named the "Blue Bird". Also, I have acquired and restored the plexiglass D10 MSA Classic that was built as a demo in the early '70s. I also have a '74 lacquer P/P, with wood necks, and a showroom condition Sho-Bud Super Pro.

Derrell Stephens · From: Shreveport, La. USA

There will be no wine before it is time! Peavey is not going to ship anything that can knowingly be defective ... rest assured, the company is working on making the product perform, whatever the root issue may be. Hang in there, as it will probably be worth the wait.

Bill Hatcher · From: Atlanta Ga. USA

Whip Lashaway · From: Monterey, Tenn, USA

I've dealt with Peavey MANY times. Never had anything but first rate service and GREAT prices. I have on the other hand, had trouble with "local dealers". I now deal directly with Peavey as much as possible. Don't know about your local guy but it's awful easy for somebody face to face to lay the blame on "that big company in the sky". Not saying that's the case here but one never knows!!!! At any rate, good luck getting your order, hope it works out for you.
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Mike Brown · From: Meridian, Mississippi USA

There are some unforseen difficulties that can arise when relying on third party vendors. However, retooling for the 1501-4ohm shallow basket was previously required as the original wore out, and of course that takes time. The original shipment of the BW Neo magnets were not to spec when we received them, so those were returned to the vendor as well. So, yes there can be delays. Unfortunately, the consumer is required to wait for his/her products and the manufacturer who designed this product(Peavey Electronics) is the "bad guy" at that point. But all that can be done after these unforseen misfortunes is to correct the situation and move forward. Sorry for the inconvenience.

Richard Sinkler · From: aka: Rusty Strings -- Missoula, Montana

Well, Gee Hatcher. How about that for an answer.
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Carter D10 8p/8k, Dekley S10 3p/4k C6 setup,Regal RD40 Dobro, Recording King Professional Dobro, NV400, NV112,Ibanez Gio guitar, Epiphone SG Special (open D slide guitar) . Playing for 54 years and still counting.

Casey Lowmiller · From: Kansas

Anytime a "new" product like that comes out, there's almost always delays and/or problems...especially when relying on third party vendors.

I'm sure once stuff gets solved & flowing properly, these will be some great products. Not to mention that Peavey is always great to deal with and they really stand behind their products. Another positive is the fact that Mike Brown is exception-ally easy to get ahold of & is very knowledgeable!!!

Casey
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Leri Schiller · From: Belton, Texas

For me, Peavey Customer Service has been the best.
My Thanks and Appreciation to Lynn, Shirley, Gene,
Mike and the rest of the folks at Peavey.

Bill Hatcher · From: Atlanta Ga. USA

Mitch Druckman · From: Arizona, USA

I've run into this same problem many times over the last year or two. Two examples were the Boss RE20 Space Echo and the Roland Street Amp, each which took nearly 6 months from the first release date to finally receive.

The companies announce a new product to create interest. At that point they may only have their protype built. Then they announce a release date, usually a few months later. By then everyone is excited and ready to buy. When that date finally arrives none of the retailers have any inventory and you start being given the new expected delivery dates. This can go on sometimes for many more months. At some point they will start telling you they expect it in tomorrow. That can go on for weeks. By the time you finally receive the item it is quite a letdown due to all of the effort and followup required to make the purchase.

I wish manufacturers would hold off making these announcements until their products are ready to ship. When I see a new product at the NAMM show I now anticipate about a one year wait until it is actually available.

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