 The Clarinet BBoard
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Author: Igloo Bob
Date: 2004-06-15 03:25
WWBW has a link on their website that allows you to contact the customer service department and ask questions, so I took the opportunity to do so, as I had intended on purchasing an instrument from them, as well as a few accessories. I sent a total of 3 e-mails in this way, all of which were with an employee there named "JimD". Each time, anytime I asked a question, he wouldn't answer it, just told me that I should "call him so he could better discuss my needs" (which seems to be Jim's favorite phrase). And it's not like my questions were difficult to answer - at least half were about company policy on things such as trial periods on instruments and mouthpieces. While I understand that time is money and that he could probably accomplish a lot more once he gets someone on the phone, would it really have been that difficult to answer a few questions with two-ish sentences each? "Yes, we allow you to check out *insert number here* instruments at a time for trial". That took me less than 3 seconds to type. Surely, doing the same would not have been a huge drain on his time? In addition, if the people in charge of customer service aren't going to answer questions e-mailed to them anyway, why bother to have an "e-mail the customer service dept" link? Why not just have the phone number to that department listed instead? Seems more effective to me, and would've saved me the 3 total days I spent in limbo waiting for a definitive answer to anything, which I did not get.
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Author: ron b
Date: 2004-06-15 03:45
Is there a link to "Customer Complaints Dept." ?
- ron b -
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Author: Synonymous Botch
Date: 2004-06-15 11:43
They're large.
They have substantial overhead to pay.
They don't make money fielding questions.
Therefore, the less time fielding anything but orders, the better.
******
Their customer service link directed me to Muncy Winds, YEARS ago!
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Author: sfalexi
Date: 2004-06-15 12:54
Plus when you're on the phone with them, after they answer your question, they can say, "Would you like to order one now?" And just being offerred the option of ordering one now can get people to do it. And that's what they want. An opportunity to interact and do a bit of selling.
Alexi
US Army Japan Band
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Author: Brandon
Date: 2004-06-15 13:18
A seller always wants to get the customer in the store. You always want to withhold info to make the customer come in. In this case, phoning.
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Author: Brenda
Date: 2004-06-15 13:36
I understand this about selling. But I've learned a thing or two about customer service because of being in direct contact with my clients for 18 years. Customers can be completely turned off by the seller's lack of the desire to communicate. It doesn't matter how good the product is. We have people who decide to go elsewhere for cheaper service, then come back to us in a couple of years and also refer their friends, workmates and family to us. They appreciate open communication and the time to discuss their concerns in an unhurried manner. A seller who doesn't want to share any information and makes the client wait is being short-sighted indeed. They don't have to tell everything, but at least reeling out the bait would be enticing and helpful.
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Author: BobD
Date: 2004-06-15 14:09
If the phone number he gave you was an 800 toll free number then I don't see why you wouldn't phone him. Seems to me that by offering phone contact they are trying to accomodate you.....assuming it's a free call.
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Author: Igloo Bob
Date: 2004-06-15 16:04
I will probably still call, I just find the fact that they put up a facade of having an online customer service setup misleading and for that reason, annoying. If every question you ask of them leads only to the answer "call us so we can discuss your needs!", that doesn't count as online customer service, and they shouldn't say that they offer it. That would be like telling someone I sell R-13's at my small donut shop, and when they come in to look at them, I say "oh, -I- don't sell R-13's myself, I'll direct you to IMS for that!" Not only did mislead them, I wasted their time.
And I understand that maybe they have a higher chance of making the sale if they can get me on the phone, but I was very up front from the beginning and told him I was planning on buying specifically from WWBW, and just wanted to get a few questions answered to help me decide how I'd make the purchase. "Jim" was unwilling to work with me in that regard at all, and he has taken a customer that he had for certain and turned me into an already semi-upset customer who is one mistake away from taking his business elsewhere. I'm sure IMS wouldn't mind a $7000+ order. Usually, I would be much more understanding in a situation where a mistake is made (I've heard that WWBW has some billing issues), but when I've already been duped by the company once, I just find myself less willing to put up with unfortunate situations. IMS likely has issues to work through as well, but they have yet to "raise my ire", as it were. Bah, if only Brook Mays were able to compete in Bass Clarinet pricing, this would all be much easier...
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Author: Ed
Date: 2004-06-15 17:04
I wouldn't get so uptight that they are running some type of scam on you. Maybe there really were issues he need to discuss. A number of years ago I ordered 3 low C bass clarinets from them on trial. Everything worked as they said and it was a no problem deal. I ended up with a wonderful instrument. If they bug you that much, call Phil Muncy at Muncy Winds. Muncy has a number of horns in stock and I see that his price on the Buffet low C is the same.
Post Edited (2004-06-15 17:07)
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Author: Igloo Bob
Date: 2004-06-15 18:06
Well, I will still call him, because I'd most likely be hurting myself not to, and this is a relatively small issue that I can deal with. However, I think I'll ask him when I call him why he couldn't answer my questions over e-mail - not in an angry way, I'll just ask him his reasons. I think that's a fair enough question.
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Author: mw
Date: 2004-06-15 18:33
My Plumber says he can provide his service 1)for the lowest price 2) best quality or 3)on a timely basis. He tells me that I can ONLY pick 2 of these attributes. Obviously, I would choose price & quality --- so I might be waiting for a time. That said, what is important to one individual may not be important to another.
Very few merchants like the WW&BW are TRULY web-enabled. Sure they could send, received & spend time answering an email - yet their training is not in typing but in handling telephone calls, for the most parta anyway. Quite frankly, the owner of WW&BW probably does not want his sales people creating "new ad copy, prices, & warrantys, return policies, etc." through misquotes, misunderstanding, or errors in e-mail. No doubt they are are told to be polite & encourage 1-on-1 telephone contact --- to steer clear of protracted emails. Think about it.
ONLINE, these webmerchants can show their wares, they can tell if (at last count and prior to latest computer inventory update) if item is in stock, they can answer FAQ's & list their basic terms, calculate shipping & handling & certain other (computer) routines.
To my way of thinking, let me decide on what I want & i'll skip the printed stuff --- just give me a human being QUICKLY. I may also discover other attributes concerning the Company (& their human being) which may allay fears that I have or may cause me to quickly end the conversation & run away.
"YOU CAN'T ALWAYS GET WHAT YOU WANT ... BUT YOU MIGHT GET WHAT YOU NEED".
Post Edited (2004-06-15 18:34)
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Author: msloss
Date: 2004-06-15 19:12
In an electronic service world, I find it a pleasure to actually be able to speak with a living, breathing human with whom I can interact in real time. You'll probably find you can address in a couple minutes on the phone what would take you multiple exchanges via email even if they were responsive.
Now if only my cable company were that accessible...
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Author: Hank Lehrer
Date: 2004-06-15 20:28
Mark,
Or the phone company, or the bank, or the gas company, or the credit card company,.... Do you ever feel like "I just want to talk to a human being..."
As powerful as email is and as often as I use, you are absolutely correct with "You'll probably find you can address in a couple minutes on the phone what would take you multiple exchanges via email even if they were responsive."
mw is right on track with "just give me a human being QUICKLY. I may also discover other attributes concerning the Company (& their human being) which may allay fears that I have or may cause me to quickly end the conversation & run away."
HRL
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Author: Mark Charette
Date: 2004-06-15 23:06
Hank Lehrer wrote:
> Mark,
>
> Or the phone company, or the bank, or the gas company, or the
> credit card company,.... Do you ever feel like "I just want to
> talk to a human being..."
Or conversely, for those of us who don't get a chance to make personal calls during normal work hours (for me, that's near 8 to 8 for my "day" job), the email conversations are a lifesaver. I can send out a quick note in a few seconds, something I can't do on the phone.
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Author: John O'Janpa
Date: 2004-06-16 00:12
"Jim" may have wanted to talk to you to make a sale "his". I'm not sure about WW&BW but many retail sales people get commissions on what they "personally" sell.
John
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Author: Igloo Bob
Date: 2004-06-16 03:30
Quote:
"Jim" may have wanted to talk to you to make a sale "his". I'm not sure about WW&BW but many retail sales people get commissions on what they "personally" sell.
Actually, I'd been guessing that that was the case. Y'see, in all 3 e-mails, though they all said that I should call him, they also said that should I not to do and instead just fill out an online order form, I should put his name in the box where it asks if anyone helped me with the order. If that's the only reason he wanted me to call, I can certainly understand (we all have to make a living, eh?), but I wish he would've been more up front about it. Ah well. I'll call within the next month, we'll likely work things out just fine, and we'll both go home happy. I just wonder how many others have been put off by this style, and if it's a JimD only thing, or if it's standard WWBW employee behavior.
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Author: ohsuzan
Date: 2004-06-16 12:28
Bob wonders
"I just wonder how many others have been put off by this style, and if it's a JimD only thing, or if it's standard WWBW employee behavior."
In my recent experience, what Bob has seen is "standard WWBW" behavior. Unfortunately.
My husband wanted to buy a high-end Yamaha clarinet earlier this year, and was not able to get any substantive assistance from them in regard to the differences between certain models, either by email or by phone. He came away convinced that WWBW had "outsourced" its customer service functions, and that basically he had been speaking to an order-taker rather than an instrument expert.
I have been doing business with them long enough (since the mid-80's) to recall when this was not the way they worked -- there was a time when you could expect to be put in touch with an individual who was knowledgeable about their products, and at least willing (or even eager) to discuss them with you.
We also have not been pleased with their delivery times and communications regarding delivery. Most recently, he ordered a Fobes bass clarinet mouthpiece (which they showed as "in stock") and had it sent via two-day delivery. It arrived 10 days later (from South Bend, Indiana to Central Ohio?), after numerous email attempts to find out if it had even been sent. No one responded to his queries, period. Unfortunately, this has been typical of our experience with them in the past couple of years.
So, I really question what's going on there. Supply-chain and communication problems, at the very least. I'd say they have become the Sam's Club (Costco, for you on the West Coast) of musical paraphernalia, except that you actually get better service at Sam's. It's really a shame to see such negative changes in what used to be a wonderful and reliable business.
And what IS it with this "Music 1-2-3" thing?
Susan
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Author: Brian
Date: 2004-06-16 13:39
I am in total agreement with Brenda. I have been in a customer service related industry for 10 years now and I find that a lot of companies...both large and small...need to put the "service" back in customer service.
Brian
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Author: Betty
Date: 2004-06-16 20:58
I think WWBW has gone a bit downhill over the last couple years...I was on the phone with so many rude customer service people there while trying to resolve my ordering problems, that I was wondering if I should be doing business with that company or not.....I mean, who wants to be treated like a dog while begging them to take your money for their product. (Yes, I complained, No, I didnt receive any answer to my complaint but I did receive satisfaction in products after a lengthy exchange process)
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Author: TennesseeClarinet
Date: 2004-06-16 23:33
I had a very similar experience. Asked detailed questions, got a generic answer. So why bother. Email should be a timesaver.
Also have had bad experience buying from them. Bought a sax that was "factory checked" but when I got it the neck was bent in a way that could not have happened in shipping, but definitely would have been caught if the instrument had been played there.
Bought mouthpieces on trial and was penalized for teeth marks, but I know for a fact there were noen when I sent it back.
You get what you pay for. I am in the market for a YAS-62 Alto sax, and WWBW has good prices..... but???
The guy who responded to my email was Andrew and when I did call hm he was very obnoxious. It's true I am an amateur. If I wasn't I wouldn't have need to ask the questions.
Any recommendations on where I can get a good deal on a good new YAS-62?
Post Edited (2004-06-16 23:35)
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Author: Kathrynsmom
Date: 2004-09-28 23:34
Okay, it's nearly October, so this is hardly timely. But I wanted to tell you that I called them the other day with many questions, and someone there named John answered them all very satisfactorily. I ASKED him if he'd take my order when I call back, and he told me to ask for him again.
I did call customer service to reach him. He spent plenty of time and patience on me, and was unhurried. I think there may be a rule about "territories", or "customer contact". In other words, YOU have to contact the person who'll get sales credit. That's how it worked when I was in another industry's sales program.
I don't think he was putting you off. It's the way things are done these days. like it or not.
I was well-satisfied with my customer service call.
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