Comment about Rickenbackers Forum

crazypink · Post by **crazypink** » Sun Sep 25, 2005 12:24 am

I was both shock and very disappointed when a European customer replied to a thread on the Rickenbacker Forum, who was saying what a problem he had buying Rickenbacker basses. He was saying how he had contacted all the European distributor without much luck. This guy lives in Germany and was complaining how the German distributors website had "coming soon" for 3 years and never returned emails about products ordered through them.

John Hall removed all of his posts from that thread, all for the guy being honest about his troubles trying to obtain Ricenbacker products. I would have though he would have been more helpful, to a loyal customer who had been buying RIC products for years. He wasn't rude about John Hall or Rickenbacker, and he made some very constructive and valid comments.

I think John has opened himself up to some unwanted criticism, over a guy who was just looking for some help!

http://www.rickenbacker.com/forum_view_thread.asp?thread_id=399&forum=General_Forum&thread_name=Recently%20shipped%20option%20for%20Europe!

I would be interested in your thoughts about this.

apollo11 · Post by **apollo11** » Sun Sep 25, 2005 3:01 am

Heck, even in the USA one has to look long and hard to find stock or wait for a special order. I see that as nothing more than making Rics all the more special.

henny · Post by **henny** » Sun Sep 25, 2005 3:09 am

Totally agree with Andrew.

I think the customer was out of line by acting so provocative and intemperate.

crazypink · Post by **crazypink** » Sun Sep 25, 2005 3:37 am

The thing was the customers that had his posts removed wasn't being provocative, intemperate, rude, or argumentative! He was just trying to get some help from his local distributor which wasn't forthcoming. There was nothing wrong with sharing this with others, thats what a forum is for.

The guy was trying to get information about products he had ordered through his local distributor, and others he was interested in, but the distributor wasn't even answering his emails, this is a really poor show in business, the German distributor should have at least replied to his emails, that is good business etiquette!

The distributor was in the wrong, and John shouldn't have cut the guy off at the knee's, all he wanted was some help!

throw_this_away · Post by **throw_this_away** » Sun Sep 25, 2005 3:55 am

I look at is this way... The owner of rickenbacker is taking time to personally answer and address customer issues and questions... now if that is not caring about your customers, then what is?

Other companies’ mass-produce instruments in many different countries. Everyone can then get one, but build quality and value goes down. Ric does their best to meet demand, but demand far outweighs supply. I would personally rather wait a long time to get a fine instrument then be able to walk to the local music store and buy a poorly made, mass produced piece of junk.

throw_this_away · Post by **throw_this_away** » Sun Sep 25, 2005 4:00 am

Also, Mr. Hall is a businessman. He cannot get into a situation where it looks like he might be endorsing public criticism of his current distributors, good or bad. I think posts were removed that could be taken the wrong way by a third party.

wim · Post by **wim** » Sun Sep 25, 2005 4:12 am

I totally agree with John, if John (Hall) removed some posts from this thread I doubt he hadn't got a reason to do so. The forum is HIS anyway, so..
I know it's frustrating never to encounter a rickie over here in Europe, so here we go again... (BIG WINK)

wim · Post by **wim** » Sun Sep 25, 2005 4:14 am

I have to add to that there's a huge supply of heavily modified double neck rics in France.

crazypink · Post by **crazypink** » Sun Sep 25, 2005 4:30 am

Im sorry but I have to disagree, if a distributor isn't working well and is being aversive to customers who have have placed orders or want enquire about ordering products, then this has to be bad business. Im in business and I would find this unacceptable if someone was distributing my products and this was happening, I for sure would want to know if a customer wasn't happy or was having problems. I definitely wouldn't sweep it under the carpet as if nothing has happened!

The guy has done nothing wrong so why should he have his posts removed, he was expressing the problem he was having with the distributor in his country, that distributor should be responsible for his actions towards a customer. If a customer wants to order a product or wants information about a product that has been ordered through him, the distributor should act accordingly and answer questions, even more so if they provide an email service for this very reason.

If you had read the original posts by this guy then you would have seen that there was nothing wrong with what he had written, as others have said on the same thread, giving no justified reason to have his posts removed!

keb · Post by **keb** » Sun Sep 25, 2005 4:31 am

Yes, even in America there's a very good chance you're just going to have to wait. I did a quick look through the stocks of two bigger online Rick dealers (Music123 and Musician's Friend), and I'm seeing a whole lot of "On Order" and other notices indicating that particular models and/or colors will be available in several months, some as early as November and some as late as next January... and this is for "stock" regular-Joe 330, 360, and 620 guitars.

crazypink · Post by **crazypink** » Sun Sep 25, 2005 4:40 am

The problem was the post wasn't about the waiting, the guy was making other enquiries about his order and about other products he wanted to order. As the distributor never returned his emails, about his enquiries about what was in stock, the guy only wanted to order something that was in stock. I would have felt just as confused in the same situation.

throw_this_away · Post by **throw_this_away** » Sun Sep 25, 2005 4:45 am

"Im sorry but I have to disagree, if a distributor isn't working well and is being aversive to customers who have have placed orders or want enquire about ordering products, then this has to be bad business."

I only speak for myself here, but the CEO of ric is now aware of the complaint. I am sure he will take note of all customer complaints and have a chat with the distributor in private if he feels there is poor business going on. However, a public forum is not the place for a CEO to address issues about a professional business partner... thus posts are edited.

Key point is that the issues had by the customer got straight to the CEO of RIC. Try that with another large instrument manufacturer. I consider that personal touch a privilege. He is taking the time to directly communicate and listen to the needs of his customers.

incubus2432 · Post by **incubus2432** » Sun Sep 25, 2005 5:00 am

It is Ric's site so they are free to do as they wish. If you don't like the fact that posts were edited then don't post there. If you are unhappy with the fact that they would edit posts on their site and it bothers you that much then don't support them as a business.

I certainly don't think it is anything to get in an uproar over.

ken_swearingen · Post by **ken_swearingen** » Sun Sep 25, 2005 5:42 am

Well Brian,I don't like the fact you got a Lemmy and I didn't,I don't think they made you wait long enough.

incubus2432 · Post by **incubus2432** » Sun Sep 25, 2005 5:52 am

4.5 years not long enough.....what the.......?!?!?!?!??!?!?!?

Well Ken, you were free to order one when I did. I only regret that I didn't order two or three.