Customer service at Ric

ricnbacker · Post by **ricnbacker** » Tue Mar 02, 2004 1:44 pm

shortly after i got my new Rickenbacker home from the music store i noticed a problem with it right out of the box. a minor issue, but still it was an issue.

( the selector switch didnt stay in the neck position)

i called the factory to make a statement about it and was met with sarcasm and rudeness. pretty much told " what do you want me to do about it?" was the feeling i got.

i hung up the phone and said well "screw them...

i recently email customer service and began a communication with someone named Kenny.
he was sympathetic about the previous call and emailed me back a few times ending tonight in a phone conversation.

Kenny was helpful courtious. he is checking on some things for me and assured me he would resolve my questions and any issues i may have with any warranty issues.

my first experience left me annoyed and not wanting to bother with the factory.

this experience was outstanding.

kenny at ex. 232 is an asset to the company if anyone ( ehem,john hall, cough, wink wink) is reading

bottom4 · Post by **bottom4** » Tue Mar 02, 2004 2:07 pm

In the world of customer service they call that recovery. It goes a long way!

Cheers to Kenny!

jps · Post by **jps** » Tue Mar 02, 2004 4:03 pm

The couple of times I called RIC about something or other they were very helpful. Sorry to hear you had a bad experience, not good. Customer service is very important to a company's reputation; I run a small custom B&W photo lab and besides being , ahem, a master printer, ahem, I am out there taking care of the customers. I want my customers to come back so I take care of them. Kenny did good by taking care of you. It is always a good idea to get the name of the person you are dealing with, just in case. We are blessed here with the presence of John Hall. It is a shame that some folks have to rag on him as I am sure he has plenty to do to keep up with the demand for his works of art he and his fine company is producing, yet he finds the time to help set the record straight and give advise to those of us that need it. I think it is a hallmark (pun intended) that we get this kind of service from a major company in this or any other business. Thank you JH for being a part of this great community for better or worse.

beatlesgear · Post by **beatlesgear** » Tue Mar 02, 2004 5:59 pm

Kenny? Never heard of him.

360dave · Post by **360dave** » Tue Mar 02, 2004 10:12 pm

Christopher.....the one and only time I called Rickenbacker I was subject to the same treatment.
Unfortunately for me, Kenny was not working there at the time but the same rude cat must still be there.

ricnbacker · Post by **ricnbacker** » Wed Mar 03, 2004 2:05 am

david,

i should have gotten his name but,that was 3 years ago.the issue was a switch. if it had been a more serious problem i would have made a stink.
also if i had known at the time that the truss rods werent supposed to rattle in the neck ( sarcasm) i probably would have called back. i have a great guitar tech and he corrected the problem/misadjustment without me having to send it to california. my tech also says its one of the best necks he has seen on a rick.so i guess there is no harm done by shipping it that way.
the only issue i have left is the mute pad that never worked. Kenny says i would not void any warranties but adjusting it myself or by my tech.

johnhall · Post by **johnhall** » Wed Mar 03, 2004 8:05 am

It's funny but you'll find various posts around the 'Net that praise both of the only fellows that David and Christopher could be referring to.

Nevertheless, one's now working in an industry much more suitable to his demeanor and the other is elsewhere, still trying to find his niche in life.

Finally, for what it's worth, human nature is such that we tend to mirror the attitudes of those we're dealing with.

loendmaestro · Post by **loendmaestro** » Wed Mar 03, 2004 8:55 am

I've read a couple of times about some less than stellar RIC customer service. All I can say is that I've contacted them several times & got nothing less than superb service. Back in 1987 I bout a used 4001 & wrote to the company regarding it's date of manufacture & got a nice letter from Shirley Swanson. Then in 1994 I bought a used 3001. Yet again I wrote regarding the manufacture date & history of the 3001 model. A gentleman by the name of Charles Gough wrote me a letter as well outlining all of my questions. I remember their names because the letters are framed & hanging on the wall next to my basses.

Recently I emailed Mr. Hall directly with questions about the extended run of Montezuma Brown & he returned my email promptly. What other major guitar company can you have one on one with the CEO?

And regarding that Kenny Howes character. I used to work for a record label & would deal with him at Wuxtry Records here in Atlanta. Imagine my surprise when I call RIC & his *** answers the phone.

...I think he owes me money still.

Seriously, he's a great guy & epitomizes my experience with RIC.

jbarnes · Post by **jbarnes** » Wed Mar 03, 2004 10:00 am

Need to throw my 2 cents into the fray here.... I have had few issues with Ricks I have owned, own, or otherwise but the few times I have called or e-mailed regarding an issue, the person on the other end of the line has, always and without a doubt, been courteous, prompt and helpful. One sticky issue was handled by an individual we here all know, it was done professionally and promptly... For what it's worth gang, try this with your car dealer.... (For JH, is KH looking more like Jeff Lynn ??)

beatcomber · Post by **beatcomber** » Wed Mar 03, 2004 10:18 am

I have called Rickenbacker a few times for advice and to special order parts, and they have always been very helpful.

bigbajo60 · Post by **bigbajo60** » Wed Mar 03, 2004 10:49 am

When I first was bitten by the Rickenbacker bug back in the mid '70s, I wrote a letter asking for more information about their line of basses. Not only did I receive a catalog, but I also got a very nice letter from Mr. F.C. Hall himself going into more detail about differences between particular models.

Going the "extra mile" would seem to be in the blood, eh?

ricnbacker · Post by **ricnbacker** » Wed Mar 03, 2004 1:26 pm

i hope i didnt/didnt mean to come off as "ragging" on my previous experience. i simply wanted to state that kenny was really helpful.

rictified · Post by **rictified** » Wed Mar 03, 2004 1:37 pm

I have got helpful responses every time i have called. That first guy who is "working in an industry more suitable to his demeaner" is I assume working at some collection agency?

shamustwin · Post by **shamustwin** » Wed Mar 03, 2004 1:44 pm

...or perhaps for the Government!

bruceglaser · Post by **bruceglaser** » Wed Mar 03, 2004 3:55 pm

About 2 years ago I faxed an order in for some strings and a T-shirt. Much to my surprise, I got a phone call from Jeff ( I think) at Rick. I thought something was wrong with the order, but it was just a follow-up phone call. We talked for about 5 minutes about all things Rick. A pleasant surprise. On the other hand, I emailed a request for information about a year ago and got a non-answer back. I replied to that email with another request for the same info and never got an email back. Maybe I'll call again and ask for Kenny this time.