I have become aware of an increasing problem with public drop-ins at the company headquarters in Santa Ana, CA. Should you ever visit or live in the area, maybe you should read this!
Can you let these people work on making quality guitars without dropping in off the streets expecting everyone to stop their work so you can have immediate, face-to-face to service? I mean, what makes you better than the rest of the people who have to call in for Customer Service. Which, by the way, is a very positive experience for most people.
I am astonished at how people feel entitled to walk into a factory environment that is closed to the public like it is Walmart or something. HELLO, would you walk into Toshiba if you needed customer assistance with a tv?
Give these people a break. They work hard to provide a fine product and offer excellent service--why should anyone help you if you act like an unreasonable slob? Because that is *exactly* what many of these drop-ins are if they can't take no for an answer when politely and clearly told that all Customer Service..read: parts, warranty work, questions, etc is handled over the phone.
And for the record no there are no museum/tours open to the general public. Which you could find out very simply and reasonably by calling or emailing Consumer Assistance. I mean, Disneyland is just down the road if you want to walk in off the streets and be entertained--does an office and factory where people are working look like Disneyland to you?
This all said, I know if you are a decent, intelligent person you would understand how rude this behavior is regardless of the site and why it is unacceptable to harass employees anywhere for enforcing a reasonable and expected policy.
RIC is NOT open to the Public!Duh!
Moderators: rickenbrother, ajish4
Mystery Lady: It would seem from your passionate post that you have, perhaps, had the misfortune of meeting, or at least hearing about, "Rickenbacker Fever" on a recent and frequent basis. This experience must be a most frustrating one and at times hard to fathom. I am pleased, however, that you have been able to air your view on the Rickenbacker Forum.
John Hall has responded to the subject of factory tours before and I don't believe that there is any doubt in the memories of the Rickenbacker faithful that RIC does not give factory tours. The reason for this is certainly articulated in your discussion.
While I understand your metaphor with regard to Toshiba, there are probably few Rickenbacker enthusiasts who would characterize the feeling that they have about their guitar as being comparable to the one they have with their television set. Rickenbacker is a legend in the guitar business and naturally folks who love their guitars are curious about how these fine instruments are crafted. As many artisans throughout the USA and indeed around the world allow visits, I suppose it is understandable that people would speculate that RIC would also.
I guess what I am trying to say is that most dyed-in-the-wool Rickenbacker lovers would hate to pass up the opportunity to see something of the factory and the production line, especially if they find themselves in Santa Ana. Inappropriate as it may be, I consider that they may not be fully aware of the disruption that this may cause. Your views certainly have made the disruptions of these intrusions clear. While no one wishes to see hard working people treated badly, I suppose it is just this sort of persistence from admirers of the Rickenbacker product that has enabled RIC to enjoy such success over the past 70 years.
May I take this opportunity to thank you for bringing your concerns to this public forum. I hope that your comments will sensitize future visitors to the sort of disruption that drop-ins may cause and limit such occurrences. Why not drop us a line should you hear that this post has had a positive effect. Thank you.
John Hall has responded to the subject of factory tours before and I don't believe that there is any doubt in the memories of the Rickenbacker faithful that RIC does not give factory tours. The reason for this is certainly articulated in your discussion.
While I understand your metaphor with regard to Toshiba, there are probably few Rickenbacker enthusiasts who would characterize the feeling that they have about their guitar as being comparable to the one they have with their television set. Rickenbacker is a legend in the guitar business and naturally folks who love their guitars are curious about how these fine instruments are crafted. As many artisans throughout the USA and indeed around the world allow visits, I suppose it is understandable that people would speculate that RIC would also.
I guess what I am trying to say is that most dyed-in-the-wool Rickenbacker lovers would hate to pass up the opportunity to see something of the factory and the production line, especially if they find themselves in Santa Ana. Inappropriate as it may be, I consider that they may not be fully aware of the disruption that this may cause. Your views certainly have made the disruptions of these intrusions clear. While no one wishes to see hard working people treated badly, I suppose it is just this sort of persistence from admirers of the Rickenbacker product that has enabled RIC to enjoy such success over the past 70 years.
May I take this opportunity to thank you for bringing your concerns to this public forum. I hope that your comments will sensitize future visitors to the sort of disruption that drop-ins may cause and limit such occurrences. Why not drop us a line should you hear that this post has had a positive effect. Thank you.
Life, as with music, often requires one to let go of the melody and listen to the rhythm
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jetglow
I don't know how all this got started but the point that I think was trying to be made is that we are a wholesale business here, dealing with music stores, and not a retail sales facility. Neither the building nor the staff infrastructure was ever intended to serve the public . . . in person. The orientation is to deal with the public by phone, fax, email, even the post, on a worldwide basis, from a facility designed to provide employee security in a factory environment.
Thanks John. I believe most Rickenbacker owners know that tours are not a part of your business and respect the postion that RIC has taken. The first time I realized that the requests for tours was a problem for RIC was in the post made here yesterday. I can't imagine anyone not appreciating your dilemma as you have described it and as it has been articulated by the originator of this thread. It is good for people to know that there are no public tours, however, and I guess this discussion reinforces this fact.
Life, as with music, often requires one to let go of the melody and listen to the rhythm
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jetglow
As I said on V-talks.....The wording was too harsh from mystery lady.......It could have had a little more tact...
I understand that you can't just walk in for a tour...as most people here do.
What it really comes down to.....is this is just a unprofessional person who wrote in an untactful way. They might not even be from Rickenbacker, but if they are, they might want to re-think how they come across in a message that thousands will see.
I understand that you can't just walk in for a tour...as most people here do.
What it really comes down to.....is this is just a unprofessional person who wrote in an untactful way. They might not even be from Rickenbacker, but if they are, they might want to re-think how they come across in a message that thousands will see.
As with all industries that provide goods and services to a broad customer base, the concerns voiced by Mr. Hall are those not uncommon to other manufacturers. There are many obvious reasons why people buy Rickenbacker instruments and these reasons are a testament to a quality product being made in Santa Ana....as a young man years ago I wrote to Rickenbacker requesting assistance with a part for my 1st 4001. Not only did I receive the part but it was handled by F.C. Hall himself. At the time (I was 13) I didn't know who F.C. Hall was at the time but it still felt great that I was attended to by the president of the company when I finally DID know who he was.
Nevertheless I think Mystery Lady should bear in mind that no matter how customers seek out help for their problems with their product, they DID buy a Rickenbacker rather than something else; and, (if you DO work at RIC) as long as they keep buying, you should be thankful. Even though they shouldn't stop by the factory, leave them with a good impression of yourself--what ever you do, you're still a representative of the company.
Nevertheless I think Mystery Lady should bear in mind that no matter how customers seek out help for their problems with their product, they DID buy a Rickenbacker rather than something else; and, (if you DO work at RIC) as long as they keep buying, you should be thankful. Even though they shouldn't stop by the factory, leave them with a good impression of yourself--what ever you do, you're still a representative of the company.
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rick_j.
well, rick owners do want to see something when they visit sant ana--after all, people can go to visit fender, another very popular american company, so why cant they visit rickenbacker? these fine instruments cost a lot of money,and whenever someone spends this kind of money on a rickenbacker, sometimes they develope a special kinship with their rick guitar or bass, as well as the company that built them. so, if the ric factory is only a manufacturing and wholesale operation, why not open some type of company-run retail facility closeby? this way, visitors can get that rick fix they need, and business at the factory can continue undisrupted. martin guitars feels that its a good idea, so why not rickenbacker? the passion one feels for one's musical instrument cannot be measured, understood,or even rationized by someone else.
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VW
Two points I would like to add to this thread are:
1. Ease off on Mystery Lady. I read her message a couple of times and it's clear, to me at least, that she has probably just had a run-in with some jerk who walked in and ruined her day with his behaviour. I'll bet that when he finally left, Mystery Lady's first thought was "I don't get paid for putting up with THIS!"
2. John Hall owes it to no one to open up his factory to the public no matter what the perception of his manufactured product is. (And yes, I just ordered a new 370/12, thank you very much, and I don't want any "civilian" walking around and raising dust in the area while it's being finished
. I also own a manufacturing company and I can tell you that any time an "outsider" enters the production area (sales people, etc.), work flow suffers.
BUT, and I address this directly to John Hall, since there seems to be so much interest in touring the factory, why not placate everyone and spend a couple of thousand dollars to make a detailed walk-through video tour that you can sell for $15 (or so) each? That would keep people out of your hair and make almost everybody happy, especially Mystery Lady, whom I have really come to like. Give her a raise.
In fact, have Roger McGuinn himself narrate the video tour as he walks viewers through the entire process of making the guitars. And as you show the various models, do short cutaways of popular artists playing those guitars in concert or whatever. If this production was done right, the video itself could become a cult favorite and collectable.
I have to stop now, all these ideas just gave me a headache.
Just my 2 cents,
VW
1. Ease off on Mystery Lady. I read her message a couple of times and it's clear, to me at least, that she has probably just had a run-in with some jerk who walked in and ruined her day with his behaviour. I'll bet that when he finally left, Mystery Lady's first thought was "I don't get paid for putting up with THIS!"
2. John Hall owes it to no one to open up his factory to the public no matter what the perception of his manufactured product is. (And yes, I just ordered a new 370/12, thank you very much, and I don't want any "civilian" walking around and raising dust in the area while it's being finished
. I also own a manufacturing company and I can tell you that any time an "outsider" enters the production area (sales people, etc.), work flow suffers. BUT, and I address this directly to John Hall, since there seems to be so much interest in touring the factory, why not placate everyone and spend a couple of thousand dollars to make a detailed walk-through video tour that you can sell for $15 (or so) each? That would keep people out of your hair and make almost everybody happy, especially Mystery Lady, whom I have really come to like. Give her a raise.
In fact, have Roger McGuinn himself narrate the video tour as he walks viewers through the entire process of making the guitars. And as you show the various models, do short cutaways of popular artists playing those guitars in concert or whatever. If this production was done right, the video itself could become a cult favorite and collectable.
I have to stop now, all these ideas just gave me a headache.
Just my 2 cents,
VW
