 The Clarinet BBoard
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Author: Tony F
Date: 2018-11-05 07:24
A friend from a band that I play in has a fairly new E13. It's still under warranty and the upper joint has cracked twice. The first time the local Buffet agents did a fairly rough superglue repair on it and arranged for a replacement joint from Buffet. This was several months ago, and so far there has been no response from Buffet. The joint has since cracked again, extending the original crack into the tone holes. He has now returned the instrument to the local agents, saying that he doesn't want to see it again until it has been properly repaired, with a replacement joint. He's playing his old E11 until then.
The local agents seem to think that this sort of response is normal from Buffet. There have been several follow-up prompts from both the agents and the owner via letter and email without even an acknowledgement. I think it can be assumed that he won't be buying any more instruments from Buffet and I know he's investigating the idea of a Yamaha. You have to wonder what sort of business model Buffet are following.
Tony F.
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Author: Bob Bernardo
Date: 2018-11-05 09:44
If he's serious about Yamaha's email me and I'll try to get a horn sent out to a store near him.
I don't have any control over the cost of course. Yamaha does offer a trial period.
Designer of - Vintage 1940 Cicero Mouthpieces and the La Vecchia mouthpieces
Yamaha Artist 2015
Post Edited (2018-11-05 09:58)
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Author: Paul Aviles
Date: 2018-11-05 16:28
I heard (on this Board?) that Buffet is under 'newer' ownership and may very well be determining their business model as we speak. That isn't to excuse poor customer service, but may explain why they may be a bit preoccupied at the moment. I have noticed them being less communicative than they have been in just the recent past.
As recently as six years ago, Buffet had a clear five year joint replacement policy for manufacturer defects. At the time, Buffet dealers had a pretty quick turn around on this. I think the structure of dealer authorized service has changed since.
................Paul Aviles
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Author: Steven Ocone
Date: 2018-11-05 18:17
You need a better explanation. Maybe Buffet doesn't have a replacement joint in stock. Even then it shouldn't take several months to get one.
Steve Ocone
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Author: fernie121
Date: 2018-11-05 19:45
Even if not a thorough explanation for the delay, at least a response. He should be pleased though with the quality of a Yamaha over a Buffet.
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Author: Tony F
Date: 2018-12-06 11:17
As a follow-up to the original post. My friend has had several unproductive contacts with the retailer and still no response from Buffet. Here in Oz we have a government body tasked with consumer protection. They have the clout and authority to make things happen and are intended to be the last resort in dealing with consumer issues.
He contacted them concerning the ongoing issues with his E13 and they suggested that he send them one of their standard form letters detailing the problem, the history and his intention to have consumer affairs involved. A couple of days later he was asked to attend the store to discuss a resolution of the problem.
When he arrived he received an apology from the principal of the company and a new R13 with their compliments. He feels that their eventual response was adequate, but it should be noted that this resolution was achieved via the retailer, not via Buffet. As far as I know they have still not responded.
Tony F.
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Author: donald
Date: 2018-12-24 05:16
Well he started with an E13 and ended with an R13, an annoying and disappointing process, but at least the outcome was quite advantageous.
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