stewblack Posted May 25, 2020 Share Posted May 25, 2020 My regular Harley Benton bass orders have been arriving in reasonable time. Having said that time is a very elastic concept at the moment. I'm totally relaxed about when stuff arrives. After all I won't be gigging with any of it any time soon. Quote Link to comment Share on other sites More sharing options...
Painy Posted May 25, 2020 Share Posted May 25, 2020 I ordered a power attenuator on Friday the 15th and it arrived at 11:30AM on Tuesday the 19th. Really can't complain about that for over a weekend! Quote Link to comment Share on other sites More sharing options...
karlfer Posted May 26, 2020 Share Posted May 26, 2020 12 hours ago, ezbass said: I ordered a recording interface that seemed to crawl across Germany according to the tracking and then suddenly it was in the UK and out for delivery. Fear not. Let's hope! So far it's managed 120 miles on the Autobahn, in 5 days. Quote Link to comment Share on other sites More sharing options...
ezbass Posted May 26, 2020 Share Posted May 26, 2020 16 minutes ago, karlfer said: Let's hope! So far it's managed 120 miles on the Autobahn, in 5 days. Yep, that sounds familiar. 🤞 Quote Link to comment Share on other sites More sharing options...
oldslapper Posted May 29, 2020 Share Posted May 29, 2020 Ordered double bass string set late Tuesday night, just been delivered to my door by UPS. Quote Link to comment Share on other sites More sharing options...
Trueno Posted May 29, 2020 Share Posted May 29, 2020 Another good news story. Just received my Behreinger usb interface. It wasn't even due in stock for another week or so. Very quick. 1 Quote Link to comment Share on other sites More sharing options...
oldslapper Posted May 29, 2020 Share Posted May 29, 2020 2 minutes ago, Trueno said: Another good news story. Just received my Behreinger usb interface. It wasn't even due in stock for another week or so. Very quick. Thomanns time travel service. 👍🏻 1 Quote Link to comment Share on other sites More sharing options...
Trueno Posted May 29, 2020 Share Posted May 29, 2020 2 hours ago, oldslapper said: Thomanns time travel service. 👍🏻 I've ordered an original P bass from the 60s... brand new. 1 Quote Link to comment Share on other sites More sharing options...
Painy Posted May 30, 2020 Share Posted May 30, 2020 On 19/04/2020 at 09:48, HazBeen said: Now this “Julia Plays Groove” lady on the Youtube is another matter, she improves every time she posts a video and can play with a lazy feel as well as on the dot. Ah, but can she play and ride a unicycle? Quote Link to comment Share on other sites More sharing options...
HazBeen Posted May 30, 2020 Share Posted May 30, 2020 51 minutes ago, Painy said: Ah, but can she play and ride a unicycle? Have to admit, that is impressive (of sorts) 1 Quote Link to comment Share on other sites More sharing options...
merello Posted May 30, 2020 Share Posted May 30, 2020 Yes Bought a Scarlett 2i2...7 days to arrive. Quote Link to comment Share on other sites More sharing options...
oldslapper Posted July 22, 2020 Share Posted July 22, 2020 Any experience of Thomann’s response time to complaints? Had a double bass string break after a month on the bass. No response from email with picture and order details. Hoping for a replacement obviously, but don’t know how long to leave it? 2 weeks? Quote Link to comment Share on other sites More sharing options...
yorks5stringer Posted July 22, 2020 Share Posted July 22, 2020 On 30/05/2020 at 16:25, Painy said: Ah, but can she play and ride a unicycle? Good for Metal? 1 Quote Link to comment Share on other sites More sharing options...
Steve Browning Posted July 23, 2020 Share Posted July 23, 2020 Unhappily, a good friend has ordered something which was (allegedly) signed for and delivered but he has not received. Thomann don't want to know and are not replying to his emails. I have not experienced this myself but this chap runs a studio and so this is much more important for him. I am watching what happens. From my perspective, I have no problem with errors but it's how they are resolved that determines how good a business is. Quote Link to comment Share on other sites More sharing options...
leftybassman392 Posted July 23, 2020 Share Posted July 23, 2020 14 hours ago, oldslapper said: Any experience of Thomann’s response time to complaints? Had a double bass string break after a month on the bass. No response from email with picture and order details. Hoping for a replacement obviously, but don’t know how long to leave it? 2 weeks? I had an item missing from a multi-part order a couple of weeks ago. I emailed the designated contact they always put on their order confirmations. I had a reply within 24 hours letting me know that the part would be forwarded as soon as it was in stock again. (They hadn't actually told me it was out of stock when i ordered it, but hey!). Thereafter they kept me informed what was going on, and the part duly arrived a few days later. Their response team can seem a bit stilted, but if you bear in mind that they're German (and are therefore talking to you in what for them is a foreign language), and communicate your issues/queries in clear, simple English I've always found they get it sorted in a fairly timely manner. Also worth checking the conditions of sale just to be sure your complaint is covered. I can only speak for myself of course, but you did ask... 1 1 Quote Link to comment Share on other sites More sharing options...
stewblack Posted July 24, 2020 Share Posted July 24, 2020 Only had to ask for help twice and the response was immediate both times. Delivery has always been lightning quick too. Quote Link to comment Share on other sites More sharing options...
Silvia Bluejay Posted July 24, 2020 Share Posted July 24, 2020 I found that it's more efficient if you pick up the phone, as opposed to emailing. The person you'll be speaking to is often a call centre operator in the UK, presumably working remotely from home or something. They are very good at solving problems on the spot, through accessing the system at their end, as opposed to having to wait 24 hours for each reply to your emails. Note: my experience of 'issues' dates back a few years, long BC (=Before Covid). 1 Quote Link to comment Share on other sites More sharing options...
inthedoghouse Posted July 24, 2020 Share Posted July 24, 2020 I've bought two cases over the last few weeks - the usual fast excellent service. Quote Link to comment Share on other sites More sharing options...
Drax Posted July 24, 2020 Share Posted July 24, 2020 On 22/07/2020 at 17:14, oldslapper said: Any experience of Thomann’s response time to complaints? Had a double bass string break after a month on the bass. No response from email with picture and order details. Hoping for a replacement obviously, but don’t know how long to leave it? 2 weeks? Had fault with a Harley Benton PJ5 - rear pup didn't work - as @Silvia Bluejay mentions, put a call in. Service was excellent. They arranged collection and sent replacement, covered all shipping. Very happy with treatment given 108 euro bass. 1 Quote Link to comment Share on other sites More sharing options...
BigRedX Posted July 24, 2020 Share Posted July 24, 2020 2 hours ago, Silvia Bluejay said: I found that it's more efficient if you pick up the phone, as opposed to emailing. The person you'll be speaking to is often a call centre operator in the UK, presumably working remotely from home or something. They are very good at solving problems on the spot, through accessing the system at their end, as opposed to having to wait 24 hours for each reply to your emails. Note: my experience of 'issues' dates back a few years, long BC (=Before Covid). My experience as well, although I have to say I wasn't particularly happy about it. My opinion as both a customer and someone that runs their own business, is that if there is a preferred method of communication then it should be clearly indicated on all points of contact and correspondence. Otherwise the assumption is that all methods are equally valid and effective. 2 Quote Link to comment Share on other sites More sharing options...
oldslapper Posted July 24, 2020 Share Posted July 24, 2020 I will try phoning later. However, I emailed the suggested service email address with no reply, so forwarded the email to the uk sales address and the name of the sales person. The sales department replied straightaway stating they would forward the message to the correct dept (which happens to be the service department I’d originally messaged!) Disappointing that sales are quick to reply, service is silent. Oh well. Quote Link to comment Share on other sites More sharing options...
Silvia Bluejay Posted July 24, 2020 Share Posted July 24, 2020 13 minutes ago, BigRedX said: My experience as well, although I have to say I wasn't particularly happy about it. My opinion as both a customer and someone that runs their own business, is that if there is a preferred method of communication then it should be clearly indicated on all points of contact and correspondence. Otherwise the assumption is that all methods are equally valid and effective. Agree, and I've always found it baffling, as if it was meant as a sort of throwback to the old days of dial-up, when email was a rare commodity and you would only collect it once or twice a day, and disconnect from your session before replying, then reconnect later to send out your replies, which you would have composed offline. 😉 Quote Link to comment Share on other sites More sharing options...
yorks5stringer Posted July 24, 2020 Share Posted July 24, 2020 A couple of points and I am no apologist for them: they have a multi-national and multilingual staff and they are doing thousands of orders every day and sometimes I have had disappointing response times from them, and other times very speedy. However almost every complaint I have made has always taken from at least a week to over a month in one instance to resolve. Don't believe it is because of the fact 'they are German'. They used and may still have UK staff (unsure if they were working from home) or based over there. I had a long converstaion with an english guy there by phone and he was a right idiot; I had to go to the CEO to get a resolution in the end. In fact I seem to remember a member on here whose Mum worked for them...? Quote Link to comment Share on other sites More sharing options...
Steve Browning Posted July 24, 2020 Share Posted July 24, 2020 On 23/07/2020 at 07:30, Steve Browning said: Unhappily, a good friend has ordered something which was (allegedly) signed for and delivered but he has not received. Thomann don't want to know and are not replying to his emails. I have not experienced this myself but this chap runs a studio and so this is much more important for him. I am watching what happens. From my perspective, I have no problem with errors but it's how they are resolved that determines how good a business is. My friend has just been refunded. No communication about it but at least he's had his money back. 1 Quote Link to comment Share on other sites More sharing options...
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