If you’re like me, you dread calling up any company’s customer service center. Nowadays you never know if the person on the other end of the line is even in the same country as you. But when customer service is good; that is, the rep listens attentively to your problem, and can offer a solution, or short of that, does his or her best to solve your problem, you come away feeling good. Perhaps more importantly, the “feel-good” image you get about the company will most likely make you a repeat customer.
About a week ago, I called up the Jim Dunlop company in search of some parts. I stupidly misplaced the extra wires that came with my Dunlop DC-Brick, and needed to get replacements (and some extras just in case). I got routed to a tech support guy who helped me get the right part numbers, and he transferred me to a sales rep who promptly took my order – all in the space of about 3 minutes. Very quick, very efficient. I was impressed.
A couple of days ago, the wires arrived. I excitedly opened the box, and my heart sank as I realized that they were the wrong wires! I didn’t get mad mainly because I thought that I might have not provided a good enough description for the tech to get the right part. But I resolved to call the company and make a new order for the right wires.
I called them up yesterday, and mentioned to the tech that I probably ordered the wrong wires, and said, “What I need are the wires with the 1/8″ male on one end, and the center-negative female on the other. The part number for the ones I ordered were […].” The tech replied, “Hmmm…. that’s actually part number for those wires, but you got 1/8″ males on both ends. Our mistake. In that case, I’m going to take your information down right now and we’ll ship you 4 of the correct parts free of charge.”
Wow! I was so impressed with that level of customer service that I offered to pay the shipping, but he insisted that since it was Dunlop’s mistake, they needed to rectify the situation. Now that’s great customer service, and even though I hadn’t been a Dunlop customer prior to this, they’ve moved to the top of my list for companies that I know will provide great customer service should I have a problem.
Customer care is important, folks. Since I’ve become a real gear addict, it is one of the things that I consider before purchasing anything. Especially if I’m going to buy something that’s expensive, I call up a company’s customer service to ask questions and see how they respond. If I don’t feel comfortable with their customer care, I don’t feel as comfortable with buying the gear. Take, for instance, this review about the PRS DGT. A reader, Jimi Ray Clapton, had been waiting 9 months for his new DGT, and it still hadn’t come. He even spoke to PRS himself at a show with no results. Every time he called, there were further delays with very little action or follow-up. Consider that if you spend a few thousand dollars on a piece of gear, you want some attentive customer service! I would at least…
I know it’s a bit of a pain, but do yourself a favor and include customer service as part of your buying decision. You’ll want to know that the company you’re dealing with is going to be responsive to your needs.



I walked into my garage this morning, which also doubles as my home studio and I looked around and saw several items that I’m not using at all right now. This includes a couple of solid state amps, a few pedals, and a sweet, digital recording workstation that I inherited from my brother that I never use because GarageBand is so much easier. My wife is great about all this, but she recently told me I have to do some spring cleaning. “Look at the big amp,” she said, “You haven’t gigged with that in a couple of years, and I haven’t seen you record with it either. Maybe you ought to get rid of some stuff… Besides, you need to make room for the shelving I want to put in here this spring”
You really don’t get a taste for how well gear actually performs until you use it in a performance or recording situation. After all, doing tests is one thing; mixing it up in a band or recording a track with it are entirely different animals. This past weekend, I had the chance to put my new Champ 600 through its paces in both a recording and performance situations. Before I go into specific details, let me just sum up for those who don’t want to read on: In my book, for what the Fender Champion 600 has to offer, it is an absolute champ! Don’t let the diminutive size fool you. Even in stock livery, the Champion 600 produces beautiful tone; that is, it produces the natural tone of your guitar. As long as you don’t expect it to be more than what it is and what it offers, this little amp will make you very happy! I’m very tickled by this amp and the experience I just had with it.



