octoruss
New member
Some of you may know of my travails with Martin Guitar Company, and the problems I've had with their customer service (See my thread in Guitars & Basses labeled "I'm going to bitch about Martin guitars"). As a result of this experience, I have become very sensitive to a company's customer service in this wonderful world of recording we live in.
For many of us, we spend our hard-earned cash on gear for what is simply a hobby. But being musicians, I'd gather that few of us are rolling in dough, so even the purchase of a $500 mic pre is a MAJOR event. Therefore when something goes wrong or we need assistance, our investment in a company and its gear really pays off, and it almost becomes personal.
It frustrates me to no end when we are treated as disposable commodities by the manufacturers (Martin, Roland....) and forced to pay another $100 for part X (be it a shockmount that costs $100 or an extra 5c saddle for a guitar), simply becasue we have no other option. Of course I don't like being taken advantage of in any industry, but I'm particularly sensitive to the recording industry because it's a hobby.
On the flip side, when a company really steps up to the plate and goes "over and above" the expected level of customer service, then they'll have a customer for life. What prompted me to write this posting was initially a search for information about the Studio Projects TB-1. I've never owned a SP mic befroe, but reading Alan Hyatt's advice, expertise, feedback and postings here will make me go out and buy one. You don't get better service than that (too bad Alan's left this place--he was a great resource).
Likewise, in the other thread "I dropped my baby bottle", Michael was lamenting the fact he droipped his Blue BabyBottle mic and dented the windscreen. Harvey's suggestion was to contact X at BLUE, I'm supposing because this person would take care of it. Assuming he does, that's the kind of thing that would make me a customer for life. It would be all too easy for BLUE to say "Sure...for $80 we'll sell you a replacement windscreen".
So I'm hoping that gear manufacturers will see this thread and take heed--it's the little things that make a customer dedicated--not the glossy brochures. The internet makes it much easier to keep track of things like this, and good and bad publicity travels easily.
Now if only Martin would fix my guitar......
For many of us, we spend our hard-earned cash on gear for what is simply a hobby. But being musicians, I'd gather that few of us are rolling in dough, so even the purchase of a $500 mic pre is a MAJOR event. Therefore when something goes wrong or we need assistance, our investment in a company and its gear really pays off, and it almost becomes personal.
It frustrates me to no end when we are treated as disposable commodities by the manufacturers (Martin, Roland....) and forced to pay another $100 for part X (be it a shockmount that costs $100 or an extra 5c saddle for a guitar), simply becasue we have no other option. Of course I don't like being taken advantage of in any industry, but I'm particularly sensitive to the recording industry because it's a hobby.
On the flip side, when a company really steps up to the plate and goes "over and above" the expected level of customer service, then they'll have a customer for life. What prompted me to write this posting was initially a search for information about the Studio Projects TB-1. I've never owned a SP mic befroe, but reading Alan Hyatt's advice, expertise, feedback and postings here will make me go out and buy one. You don't get better service than that (too bad Alan's left this place--he was a great resource).
Likewise, in the other thread "I dropped my baby bottle", Michael was lamenting the fact he droipped his Blue BabyBottle mic and dented the windscreen. Harvey's suggestion was to contact X at BLUE, I'm supposing because this person would take care of it. Assuming he does, that's the kind of thing that would make me a customer for life. It would be all too easy for BLUE to say "Sure...for $80 we'll sell you a replacement windscreen".
So I'm hoping that gear manufacturers will see this thread and take heed--it's the little things that make a customer dedicated--not the glossy brochures. The internet makes it much easier to keep track of things like this, and good and bad publicity travels easily.
Now if only Martin would fix my guitar......
