http://guitargear.org/2008/04/25/customer-service-when-it-comes-to-gear-it-really-does-matter/ Guitars, Gear and Beyond Wed, 19 Nov 2008 11:48:27 +0000 http://wordpress.org/?v=MU hourly 1 http://guitargear.org/2008/04/25/customer-service-when-it-comes-to-gear-it-really-does-matter/#comment-1819 Tweed Demon Sat, 26 Apr 2008 18:15:42 +0000 http://guitargear.wordpress.com/?p=203#comment-1819 G-dawg, another good observation. One thing I've found really troubling over the last decade is the amount of these new "Walmart-like" chain stores selling guitars, specifically Guitar Center. One recently popped up by me about a year and a half ago. I checked it out and found the usual young shredders from the local bar scene with the latest haircuts selling christmas guitars to young wanna-bes. For once I like an informative conversation regarding one of their products without the word "dude" as part of the dialogue. The most troubling thing I noticed as I walked around the store was the complete lack of regard for the instruments. Living not too far from Green Bay, the climate, temperature changes and humidity can really wreak havoc on any wooden instrument. I saw nice high end Gibson's so dried out that the frets protruded the side of the neck by nearly an eighth inch. Troubling indeed. But the most troubling of all is how this Corporate machine is affecting the little boutique shops that serviced their committed clients for years. I have no data on this, but I assume it's significant for those who dont have a thriving internet sales business. In Wisconsin, we're very fortunate to have one of the best guitar shops ever assembled (an I say this from experience, I've been to Gruhn's, Willcutt's, Elderly, Eddie's, Norm's in Receta, and the original Guitar Center in Hollywood). When I need to make a major purchace, I have no problem driving the 3.5 hour one way to Dave's Guitar in LaCrosse. Not only does he have one of the coolest collection of American Guitars and Amps ever assembled (and on display on his second floor), but the customer service is top notch, pricing is straight up (they dont try to pull a fast one by assuming you dont know what your trade is worth), and knowlege, the love of the instrument, and service are second to none. About two years ago I was on a new amp quest. Not only did they let me take anything I wanted into the back shop and A/B stuff while their shop guys were fixing things (for about 2 or 3 hours), but they brought me coffee while I was doing it! Salesmen I deal with are excited to come in on their day off if one of their customers are in town. I've also gotten calls when cool stuff comes in that I was interested in, and they've given me first rights on nice limited addition stuff. With the way the corporate greed seems to be taking over the gear industry, my only hope is that the cream rises to the top and that shops like Dave's will always be there, and worth every mile of that 7-hour round trip. I'm sure there will always be a market for Christmas guitars, but we as gear-heads need to demand customer service and accept nothing less. G-dawg, another good observation. One thing I’ve found really troubling over the last decade is the amount of these new “Walmart-like” chain stores selling guitars, specifically Guitar Center. One recently popped up by me about a year and a half ago. I checked it out and found the usual young shredders from the local bar scene with the latest haircuts selling christmas guitars to young wanna-bes. For once I like an informative conversation regarding one of their products without the word “dude” as part of the dialogue. The most troubling thing I noticed as I walked around the store was the complete lack of regard for the instruments. Living not too far from Green Bay, the climate, temperature changes and humidity can really wreak havoc on any wooden instrument. I saw nice high end Gibson’s so dried out that the frets protruded the side of the neck by nearly an eighth inch. Troubling indeed. But the most troubling of all is how this Corporate machine is affecting the little boutique shops that serviced their committed clients for years. I have no data on this, but I assume it’s significant for those who dont have a thriving internet sales business.
In Wisconsin, we’re very fortunate to have one of the best guitar shops ever assembled (an I say this from experience, I’ve been to Gruhn’s, Willcutt’s, Elderly, Eddie’s, Norm’s in Receta, and the original Guitar Center in Hollywood). When I need to make a major purchace, I have no problem driving the 3.5 hour one way to Dave’s Guitar in LaCrosse. Not only does he have one of the coolest collection of American Guitars and Amps ever assembled (and on display on his second floor), but the customer service is top notch, pricing is straight up (they dont try to pull a fast one by assuming you dont know what your trade is worth), and knowlege, the love of the instrument, and service are second to none. About two years ago I was on a new amp quest. Not only did they let me take anything I wanted into the back shop and A/B stuff while their shop guys were fixing things (for about 2 or 3 hours), but they brought me coffee while I was doing it! Salesmen I deal with are excited to come in on their day off if one of their customers are in town. I’ve also gotten calls when cool stuff comes in that I was interested in, and they’ve given me first rights on nice limited addition stuff.
With the way the corporate greed seems to be taking over the gear industry, my only hope is that the cream rises to the top and that shops like Dave’s will always be there, and worth every mile of that 7-hour round trip. I’m sure there will always be a market for Christmas guitars, but we as gear-heads need to demand customer service and accept nothing less.

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