 The Clarinet BBoard
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Author: graceej13
Date: 2006-06-27 02:51
Hi everyone. I am so frustrated. I am an adult community band member. I had my horn in for work the first part of the month, changed a couple pads, adjustments, $30. Something still wasn't quite right, then several notes quit playing right, took it back. Changed 4 pads, adjustments, $50.
I went in to pick it up today, and I asked to speak to the tech. I wasn't going to chew him out, but I am frustrated because this shop did an overhaul August of last year, and now I'm having pads fail already. Plus, this isn't a great horn (Plastic selmer) and I'm thinking maybe this is the time to trade it in. but I wanted to talk to the tech to get his opinion, will this continue to happen, should it happen so soon after the overhaul, etc.
He refused to come up front. Or maybe the office people never asked. All I know is a woman came up and told me he was too busy, he had things he was working on!
I was so surprised, and basically angry. I'll bet if my horn that had been a Buffet he would have come up! Guess I'll have to find a new repair place. (I told the lady, "Yeah, you can't have him coming to talk to just anyone...!" I guess I was offended more than anything. Like I evidently didn't seem important enough for him to get off his rear end. SO I paid and left but I won't be back.
Was I wrong to expect to be able to have a few words with the repairman?
Thanks!
Grace
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Author: Katrina
Date: 2006-06-27 04:03
No, not at all. You should be able to talk to the person who performs a service for you, no matter whether you drive a Datsun or a Maserati.
Similarly, you should be able to talk to the person who fixes your clarinet, whether it's a CSO or a Tosca.
That's bad customer service. Period.
Katrina (who works part-time in custy service thankyouverymuch)
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Author: johnsonfromwisconsin
Date: 2006-06-27 05:03
I agree with Katrina.
I wouldn't submit any of my instruments for work unless I was able to talk to the technician myself to get a feel for them. There are some poor technicians out there, and I don't want them to touch my equipment (Though I am capable of doing a bit of work myself)
-JfW
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Author: tictactux ★2017
Date: 2006-06-27 05:35
That shop did exactly what it takes to lose customers.
Unhappy or worried customers are a very rewarding target; when converted and happy, they become the most loyal customers you can imagine.
It should make no difference whether you bought a swab, a used mouthpiece or a brand new clarinet.
--
Ben
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Author: Paul Aviles
Date: 2006-06-27 11:10
In addition, the pads themselves should last more than a year. I question the initial overhaul.
...........Paul Aviles
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Author: D
Date: 2006-06-27 11:27
If you were to ring the shop and try and make an appointment to see the tech and were still refused then I would definately steer clear. Giving them the benifit of the doubt, the tech might have been in the middle of something that couldn't be left. However, it didn't really sound very encouraging!
Sounds a bit like the sort of shop where they make their money out of parents buying for their kids.
Post Edited (2006-06-27 11:29)
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Author: graceej13
Date: 2006-06-27 11:43
In response to "D" it IS the sort of shop where they make money out of parents buying for their kids...
I've already bought a Euphonium and a trumpet there.
It's the only shop close, although I'll travel a bit next time and try another place.
G
PGrace
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Author: am0032
Date: 2006-06-27 13:43
Make sure that you don't spend any more money at that establishment. By doing so, you would be letting them know that how they run their business is acceptable in your eyes. Most good techs will drop whatever they are doing to talk to a customer no matter how "busy" they are. Without their clientel, they are unemployed.
Adam
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Author: Synonymous Botch
Date: 2006-06-27 13:50
Try the online services...
you'll probably find your horn out of service about the same amount of time.
Most music stores consider repair techs a "cost center" and concentrate their efforts on selling guitars or giving lessons.
If they're accessible, but inept, then it's not a good value to return.
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Author: hans
Date: 2006-06-27 14:50
graceej13
There are two musical instrument stores with full time repair techs within easy driving distance of my house. I have used both, and have always been able to speak to the technicians. In fact, the technicians usually come out of their workshop to explain in detail what they have diagnosed/repaired/adjusted, and I have learned some useful things from these discussions. One sometimes phones me at home while working on my instruments to tell me what he has found.
I regard this as the normal way that this should happen, and expect nothing less.
But just because "He refused to come up front. Or maybe the office people never asked. All I know is a woman came up and told me he was too busy, he had things he was working on!", that does necessarily mean that this is the store management's policy - merely that some staff members don't know how to treat customers. Perhaps a call/letter/email to the store manager explaining the problem would result in a change to the way that they treat you in the future.
You are owed an explanation (for the apparent poor quality of their work)and an apology for the way you were treated.
Regards,
Hans
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