The "BlowMeAndKissMyAss" 2005 Award goes to

[apl]

...I was about to order a $3000 guitar!!!!

I don't think that you can pile up options to 3k.

 

[apl]

My DC135 cost about $700. I'd've paid (if I could have) twice or more for it. I grew up with a goofy name, and I'm used to abuse. I don't care how they treat me. If I send them money, and they send me a guitar that's awesome, I'm happy. If the guitar arrives and I think the red is a little darker than I wanted and I send it back and they build me another one a tad lighter, and I like that one, but they are rude and vulgar through the process, I'm happy.

I've never recommended Carvin based on how well they treat the customer, but my experience has been positive. I have posted, "Consider Carvin..." based on the hard facts of the transaction, a truly phenomenal instrument for a very reasonable outlay.

Remember the Soup Nazi!

 

[onlyfingers]

I'd walk in your shoes, but your feet stink.

Yikes, yikes, yikes. Walk in the other guy's shoes a minute.

1. The customer is not always right.

2. A company should stand behind the commitments its employees make on its behalf. (That's the other side to "the customer is not always right": the company is not always right.)

Unless it is written in a contract, it is hard to see how the company would be obliged to honor an incorrect quote. But once people start waving contracts at each other, the battle may be lost, even if those contracts are, as is the case here, e-mail correspondence or verbal contracts.

If Carvin wants to modify its CSR training as a result of eavesdropping on this dialog, I would hope the modification would be to simply ask employees to mediate problems in a way that is acceptable to their customer, if possible and where reasonable. This puts the onus on the CSR. With some customers, some times, it will not be possible or reasonable to mediate in a way that is acceptable to the customer. (How about: "Well, it looks like our employee gave you the wrong price. It should have been $20 more. Let's meet each other halfway? No? Ok, we'll ship it for $19.99.")

We have heard about this double-neck earlier in the month, when TheRockDoc was describing how, even though he paved the way to get the guitar on Carvin's bench, the store staff was bewildered. A chain is only as strong as its weakest link, and, even though the HQ said to do it, popping in at the Hollywood store to drop of the instrument may have exposed TheRockDoc to the weakest link. But, if TheRockDoc had e-mail correspondence with HQ about the instrument and the truck delivery and the $19.99 and $40 per hour, and he didn't have a print of that e-mail in his hand when he went to the Hollywood store, TheRockDoc may be a weak link, too. IOW, we expect and deserve great service, but we have to help those from whom we are going to demand good service to give it to us.

Carvin should take some lessons from this saga. But so should we, as customers. Think about how some steps whould have been easier if TheRockDoc got the names of the those who you are dealing with, those who made the commitments he was asking others to keep.

http://www.businessknowhow.com/marketing/firecust.htm

http://pandecta.com/fire-bad-customers.html

 

[TheRockDoc]

I did not intend to misquote you. I saw a few "boycott Carvin" items in a few posts and mistakenly attributed them to you. My apologies.

No offense taken, my friend...but it will cost you 20 semolians for your outburst

Customer Service employees are not rude by any means. A Carvin Service Rep will go out of their way to make a situation right any day of the week, but don't expect to be treated like a king if you plan to yell, scream and curse at the people who are there to help. Even if you do that, though, you will still get service, but as my Great-Grandfather once said, "Expect the best of people, and you will most often get the best."

At Carvin we provide some of the best service in the industry, but I don't know any CSR at any company who will cater kindly to people who are yelling and screaming and being irrational while they are trying to help.

I'm still not sure why you think the issue that I had arose because I screamed and yelled and cursed. Doesn't that seem odd? Is it possible that maybe, in their own defense, your buddy tried to lay it on me...?

A VERY brief re-explanation. After all the petty things that bothered me from soup (nazi) to nuts about every step f the way with your boys, it was ONLY after the soupervisor, who since he is the only guy who has answered the phone the last 5-6 times I've called (maybe I misunderstood the depth of the C-Town CS training and hands-on approach) gave me the "my cock is bigger than yours" attitude and hung up on me.

I was when I called back and spoke to Mgood that he suddenly, after expressing that I was pissed at the soupervisor, declared war. It's plain and simple, man.

BTW, exactly how MANY guys does he supervise? Maybe mGood was afraid that if his boy got in trouble, HE'd have to supervise himself. (Isn't it illegal to do that in public?)

Bottom line is this. A few months ago, A guy online here had a beef with Line 6. I am a satisfied Line 6 customer, even though they only have one shop to do repairs here within 100+ miles. I called them, but rather than unleash the pitbulls as apl has done, which clearly backfired, I contacted them directly. I recommended that they read the post and contact the guy privately so as not to make a bad situation worse. To the best of my knowledge, by the time the thread died, he had been contacted and had the problem worked out.

My dismay with Carvin was not expressed because of an isolated incident. I have isolated incidences ev ery day in my life that never get further than an eyeroll and a chuckle. This thread is born out of a systemic irreverance. The very first time I called in about a year ago, I spoke to a sales guy first. I thought it would be a good place to start. He told me he would have to transfer me to someone else because his calls were timed. I didn't know who he transferred me to, but it was the 3rd transfer/4th person that got me to someone who cared enough to tell me that they didn't really care.

Unfortunately, it never got any better. I wonder if Steve Vai called in anonymously with a question about an old amplifier- maybe even wondering why to buy a Legacy instead of one of the old Boogie knock-offs. I wonder what would happen if he were told a few of the things or got the attitude I got. I hope they pay him well- he deserves it- but he wouldn't deserve to get ignored.

Now can I light my Menorah and eat some ham? T-Y

 

[amra]

Some of us out here consider how a company treats their customer important. If a company is not even nice to you before you buy something, how are they going to be when you come back with a problem? There are too many places out there selling quality stuff to have to deal with bad customer service. To you it is no big deal, to me it is a deal breaker.

My DC135 cost about $700. I'd've paid (if I could have) twice or more for it. I grew up with a goofy name, and I'm used to abuse. I don't care how they treat me. If I send them money, and they send me a guitar that's awesome, I'm happy. If the guitar arrives and I think the red is a little darker than I wanted and I send it back and they build me another one a tad lighter, and I like that one, but they are rude and vulgar through the process, I'm happy.

I've never recommended Carvin based on how well they treat the customer, but my experience has been positive. I have posted, "Consider Carvin..." based on the hard facts of the transaction, a truly phenomenal instrument for a very reasonable outlay.

Remember the Soup Nazi!

 

[Treeline]

Am I the only one here who thinks this thing could be resolved with a single phone call and a mutual apology? Where the hell is your self respect? Get over it, you two - you're making a mess.


BTW, Chalz, does the Cobalt 12 string sound as good as it looks?

 

[XLR]

Am I the only one here who thinks this thing could be resolved with a single phone call and a mutual apology? Where the hell is your self respect? Get over it, you two

Agreed.

Tim

 

[TheRockDoc]

Firstly, Timothy Lawler: Your playing is excellent and your phrasing is very pleasant to listen to.

BTW, Chalz, does the Cobalt 12 string sound as good as it looks?

It plays very nicely- very light and a bit thin for me, but plays very well. Definitely worth the money- unless you need service or want someone in sales who is not having their calls timed.

Since we're moving on...
*sorry- I just couldn't resist. I'll stop now. No I won't. Yes I will- so Treeline won't be mad at me. NO I wOn't. Ok- I'll try...a little LaMaze never hurt anyone... fwoo fwoo fwoo whih whih whih*

Am I the only one here who thinks this thing could be resolved with a single phone call and a mutual apology? Where the hell is your self respect? Get over it, you two - you're making a mess.

Ok, I'm sorry C-Town customer service couldn't say more than- "Oh, that was a mistake. We're very sorry for any inconvenience and we value you as a customer- even if it is only a repair. We're glad you love our guitars. Would you mind making an exception and cover the actual cost of shipping, which will approximate the $39.95. We want to take care of you, but don't want to lose money in the process, right? Otherwise we can't stay in business to give you more support in the future"

I am sorry they didn't say that.

As for me, I'm sorry that I didn't just pay the $39.95. It would have been easier to have gotten a guitar back shipped with no insurance, and no opportunity to PAY for insurance.

I am sorry that I didn't do that.

Have some nuts, Treeline Don't accept a paddlewhack across your nuts from someone who just wants the day to be over with.

OK- I tried, right?

BTW- for the record, I think Carvins are some of the best guitars on the market for the money, even if they fabricate list prices and nickle and dime you to death and suck on the phone. Have you ever played a DC127? It is cream in your hands- no shit. The guitars speak for themselves...

 

[SLicata]

I had a bit of a "tiff" with Carvin about 6 months back or so when I ordered my Custom Shop DC200T model. I believe it was partly my fault, partly their fault, but all ended well...

I placed my order, and was told 4-6 weeks the axe would be completed, and I'd recieve a shipping conformation card via postage telling me an estimated date as to when I might recieve the package. We (Carvin, and myself) let 4 weeks pass by, and I heard nothing...so I called...turns out my paperwork got sent to the wrong department, and after 4 weeks nothing got accomplished. Needless to say I was mad. I told the phone rep that they were a highly recommended company that I was trusting my money and time in, and that they had not come through. He understood, spoke to his supervisor, and they comp'd me the shipping charges AND the guitar case, saving me roughly 50 bucks give or take. A week later I got the shipping conformation card, and 3 weeks after that I got the axe looking as beautiful as ever...

They made a mistake, and they owned up. I could have called earlier when I didn't recieve anything in the mail, but it all ended up going in my favor; cant argue with that...

-Steve

 

[fraserhutch]

Charles,
By all means, do come back. Your 2 cents are just as valid as anyone elses. Especially if you had an inside track on the situation. People get angry and vent. Don't let that stop you from hanging with us. Besides, it would be nice to have a Carvin rep here to throw some inside advise around once in awhile.

As long as they indicate that they are indeed reps.

 

[Chalz]

As long as they indicate that they are indeed reps.

Honestly, I don't even feel close to welcome here. I came to apologize that there was a bad experience at Carvin, and hopefully prove some insight and an explanation.

I was greeted with hatefull comments and libel, both towards myself, Mike, and Carvin.

I really do wish you all the best, and if you ever need anything from the service department at Carvin, know that there is not shortage of helpfull people that are not "Douchebags."

 

[fraserhutch]

Honestly, I don't even feel close to welcome here. I came to apologize that there was a bad experience at Carvin, and hopefully prove some insight and an explanation.

You didn't provide any insight and no explanation. You hid behind confidentiality, while stating a case. The apology, at least to me, was halkf-hearted at best, and came across as defending the csr first and foremost. As as for this particularily disturbing remark :

A Carvin Service Rep will go out of their way to make a situation right any day of the week, but don't expect to be treated like a king if you plan to yell, scream and curse at the people who are there to help. Even if you do that, though, you will still get service, but as my Great-Grandfather once said, "Expect the best of people, and you will most often get the best."

At Carvin we provide some of the best service in the industry, but I don't know any CSR at any company who will cater kindly to people who are yelling and screaming and being irrational while they are trying to help. Carvin is not perfect, no company is, but when there is a problem we have no problem going out of our way to fix it. (By no means am I putting forth a notion that Doc was cursing and screaming, and I don't want to make it seem like I am.)

Well, I sincerely hope you are NOT affilliated with Carvin in an official capacilty because I found that to be a snide smear. Despite your disclaimer at the end, it does indeed appear to be directed at the TheRocDoc. But of course, you cannot come out and say that because of confidentiality........

I was greeted with hatefull comments and libel, both towards myself, Mike, and Carvin.

Sorry, but coming on this board and saying "I cannot state what I know to have happened because of confidentiality" but expecting us to accept that you csr was in the right will not fly.

 

[RussD]

Yes, I know, a whopping post count of 1, do own a couple Carvins, and have been following this thread for a few days...BUT...
does anyone other than me find it odd that this thread has gone over 150 posts, and most of the posters weren't involved in the phone conversations? You've got two sides to the story, and 'usually', somewhere in between them lies the truth. Those of you who have no dealings with Carvin and are deciding not to based on the original post are sadly going to miss out on some great gear. Bashing Chalz for not divulging every word of the conversation is downright silly if you ask me, but, I guess that's how people are...Crap, this thread is more like angry villagers wielding torches going after the Frankenstein Monster, which as I recall was the result of a 'misunderstanding'...mob mentality...
I don't "know" what happened, and I won't claim to know, but, I do know 2 things relative to the situation:
1 - the customer is NOT always right (if they were, capitalism would have died long ago),
and 2 - and I'll restate this, there are two sides to every conflict, and basing your opinion without complete disclosure of all of the data is just downright silly.

y'all have a Merry Christmas

 

[TheRockDoc]

"...does anyone other than me find it odd that this thread has gone over 150 posts, and most of the posters weren't involved in the phone conversations?...

Yes, I found it very odd. Apparantly, though, I'm not the only one who has gotten this sort of attitude from SanDiego. I really thought I'd get a lot more of "Well, sorry this happened but Carvin will take care of it- that's my experience." I can assure you that at least half the posts were inspired by the gang from SD. It was more unbelievable to me that if there was any doubt in my mind as to whether I was in the wrong on this one, the posts inspired by the aplInfoTransfer certainly put my mind at ease.

Instead, I got the same thing you read- apparantly I struck a nerve with quite a few people- in fact I would say many

 

[fraserhutch]

Bashing Chalz for not divulging every word of the conversation is downright silly if you ask me, but, I guess that's how people are...

jesus Christ, do you have even rudimentary comprehension skills? The issue that I have with Chalz is that he expects people to take his word on it without stating a case.

If he is unwilling to talk about the conversation, that's fine. But if he expects people to accept his side of the story without doing so, he is sadly mistaken.

In otherwords, he has added nothing to the discussion except rehashing what was already said, and is essentially saying that the service personnel are blameless, and that we should accept the fact that Carvin's service is top-notch. All without ever addressing the very real issue here other than to imply "I know the whole story, and Carvin are right".

Now, I don't see anyone attacking him, but I see people having issues with his statements. That is a VERY diffrerent thing.

Can you grasp that?

 

[RussD]

I do have slightly better than rudimentary comprehension skills, but, there really is no need to grant me title of Lord. "Russ" works fine.

 

[stetto]

I do have slightly better than rudimentary comprehension skills, but---

Darn right, but...You apparently have NO comprehension of the function of a BBS...People express their opinions, experiences, dismay, disgust, disrespect, disinformation, etc., etc., so forth ad infinitum, and the REST OF THE COMMUNITY RESPONDS...If the good doctor wanted a private audience, he would have called for your opinion directly...Check how many members there are on this site and then do some "rudimentary" math...Like how FEW of those members added to this thread.

If ya wanna do it your way, then SHADDAP already...

Eric

 

[RussD]

Thank you for enlightening me. I was under the impression that a BBS was a forum, a place for open discussion...I added my opinion to the discussion, and apparetnly, it was unwelcomed. So the open discussion thing is only for people with a complaint, and those who agree with that person. Guess I'll just bow out of this one (BBS that is), and go where people act like rational adults...I've never gotten two flames over one post before, hmmm...and I didn't even really take a side.

 

[stetto]

OK, here's what I took exception to in your original "contribution";

...does anyone other than me find it odd that this thread has gone over 150 posts, and most of the posters weren't involved in the phone conversations? You've got two sides to the story, and 'usually', somewhere in between them lies the truth. Those of you who have no dealings with Carvin and are deciding not to based on the original post are sadly going to miss out on some great gear.

To which I countered with my explanation of the rudimentary function of discussion boards...YES, many people who were not involved responded, and they did so because TheRockDoc, by mere presentation of his thoughts in this matter in this forum, invited and solicited reaction and response. Being that rank-and-file members cannot lock threads in these wondrous venues of mass public access, it should be assumed that The Doctor knew and consented to class participation, INCLUDING those who disagree with him (and were no more involved in the phone conversation than the rest of us).

You may notice that very few of us (that would be those of us having slightly better than rudimentary comprehension skills) are waving wildly demanding the ref throw a flag for illegal contact...

Eric

 

[TheRockDoc]

OK, here's what I took exception to in your original "contribution"; yada yada

To which I countered with my explanation of the rudimentary function of discussion boards... yada yada yada

You may notice that very few of us (that would be those of us having slightly better than rudimentary comprehension skills) are waving wildly demanding the ref throw a flag for illegal contact...

Eric

Not to be selfish, but isn't this thread about why I thought Carvin was a bunch of weenies to me?

Go wage a meaningless war on your own thread, this thread belongs to my meaningless diatribe LMAO