I just thought I’d share my recent experiences of what I found to be great customer service from Strings & Things / Ernie Ball.
#1
A couple of months back I realised that the deep scratch on the neck plate of my Sterling 4HH was in fact a crack. After scanning these hallowed pages for advice, I found that others had experienced this issue and had successfully obtained replacement plates from Strings & Things.
I sent an email to S&T and promptly received a response explaining the process, the reasonable cost (£17 posted) and the fact that because I’d missed that month’s order it would probably take a month or two.
Fast forward to this week, a shiny new plate arrived stamped with a new ‘F’ prefixed serial number. On receipt of my old cracked plate Ernie Ball will alter their records, listing the new serial number against my bass.
#2
I recently purchased a rather lovely Stingray Special. In the case candy was a card inviting me to register my purchase, which I duly did.
Again, fast forward to this week and out of the blue I receive a letter thanking me for registering my new instrument accompanied by a 25ft Ernie Ball instrument cable!
Some might say that after spending a not insignificant amount of dosh on a bass, that was the least they could do. But the point is that it was completely unexpected and therefore over and above my expectations.
Top marks to them on both counts from me. I’m sure many of us experience shocking service everyday so it warms the cockles to see that good customer service is still alive and well. Keep it up guys. 👍