4 posts
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Post by xax68 on Mar 8, 2019 11:10:58 GMT
Hello, ordered Harley Benton SC-Custom FR VB. Status changed from Back ordered to whenever. 5 Emails and 3 attempts at live chat. to be lied to, and told "will be in Warehouse 1 April". Is this the Customer Service to expect from this Company??
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Post by Deleted on Mar 8, 2019 11:20:46 GMT
I love Thomann They always answered my emails, gave me 10-20 Euro refunds if I complained about stuff on the guitars, never issues with warranty complaints either. Let me guess; are you from the US and Swee****er is your favorite shop?
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4 posts
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Post by xax68 on Mar 8, 2019 11:29:11 GMT
Nope, sorry have never ordered online before.I am from the US though.
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Post by Vincent on Mar 8, 2019 11:43:21 GMT
Hello, ordered Harley Benton SC-Custom FR VB. Status changed from Back ordered to whenever. 5 Emails and 3 attempts at live chat. to be lied to, and told "will be in Warehouse 1 April". Is this the Customer Service to expect from this Company?? You do know which day 1 April is?
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Post by Deleted on Mar 8, 2019 11:47:21 GMT
We have a recent member from US who wrote a very similar post like you hence me assuming no offense. Im not sure why both you and him had same experience as both are from US and that is an interesting fact. He had a theory that Thomann might not like Americans (im sure he joked). I usually get reply from them within 2-5 days depending how many emails they've got to answer. They are situated in a tiny (tiny I mean it) town near the border with Poland and they sure have big problems with finding people who know the job well and want to move the to work. I see they are employing lots of young people from countries like Hungary, Poland etc who might see an oportunity in working for Thomann so lets hope they will manage to get enough people to help out their growing business. That said, we have all the right to be unhappy with their late response. Im ok with waiting as they are the No.1 shop for Customer Care for me personally as they have managed to make my grumpy face smile after each of my complaints , and folks on this forum know how many times I have complained about stuff tiny and huge, and how many times I have returned stuff to them. Never an issue and always looked after. This is my own story with Thomann though.
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4 posts
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Post by xax68 on Mar 8, 2019 20:07:27 GMT
Thank you for responding. Just to clarify I am not that other person who posted, (I believe you are referring to Back order topic).I actually ordered after reading the positives on this forum and was hoping for the same result. Maybe a fluke maybe not. My intention on starting this topic was: 1. To honestly ask the above question of misrepresentation to me. 2. That others who may have the same problem could also post, with a hopeful favorable outcome of communication to/with the company. If today they would have something I wanted to purchase. I would do so,because I do believe overall (through your inputs). That this is a good company to do Business with. (even if they do hate Yanks lol)
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Post by glenmornan on Mar 8, 2019 22:18:43 GMT
Seems their couriers hate people in the Scottish Borders too! I placed an order for a TE-20 last Sunday, and it was late Monday, early Tuesday before they got the ball rolling.
Their UK courier is UPS, and twice my guitar has been put in a van from Edinburgh for delivery to my home town, which is about 55 miles away, but about a 1 and and half hour drive, the way our roads are. Twice the guitar has been returned to Edinburgh saying that "As receiver lives in a remote area, some additional transit time is required." The tracker is saying that the guitar is "in transit". It arrived in Edinburgh at 0630 yesterday morning and it appears that twice their driver has run out of time on his schedule. Had to phone their head office in England and advise them they should have routed the guitar via their Carlisle depot. Carlisle is actually in England, but is a lot closer to us than Edinburgh is, and every other UK courier routes their parcels through there.
"Sorry, sir, we'll try again on Monday!" My "remote" area is Hawick, a town of about 14,000 people and we live bang in the town centre.
This will be my first and last Harley Benton, as I've never experienced anything like this in my life.
It's not Thomann's fault, as our UK postcode straddles both sides of the border in England and Scotland, but for so long as they use UPS as their UK courier it's a "no sale" for me in future. If I do actually get the guitar on Monday that will be a total of 8 days from when they processed the order. Bax does it in two days from The Netherlands, using GLS in The Netherlands and UK Parcelforce (supposedly the UK's worst courier), but via Carlisle, our closest city. The delivery time wasn't so much the issue as the fact that UPS told me to expect delivery on two consecutive days, then cancelled both deliveries.
Think I'll stick to mail order from UK companies who use couriers that know the geography of the Scottish Borders area. We are situated further south than a lot of English towns, but we never drew the lines on the map!
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Post by micoli on Mar 11, 2019 12:23:01 GMT
UK Parcelforce (supposedly the UK's worst courier)
I always use UK Parcelforce for when I sell my guitars. Never had a problem, a bit more expensive than most though. And they collect from my door.
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Post by k2347 on Mar 11, 2019 18:49:16 GMT
Hello, ordered Harley Benton SC-Custom FR VB. Status changed from Back ordered to whenever. 5 Emails and 3 attempts at live chat. to be lied to, and told "will be in Warehouse 1 April". Is this the Customer Service to expect from this Company?? This is the same guitar I have been dealing with.I ordered the "B" stock and it was shipped last week.I think they still have some.Check out my "Backordered" thread and you will read about my Thomann nightmare.
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Post by k2347 on Mar 11, 2019 18:54:57 GMT
Just checked and Thomann still have that guitar in a "B" stock per their site.Weird how for 4 months now they can't get new ones but they now have tons of "B" stock available.
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4 posts
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Post by xax68 on Mar 11, 2019 22:13:20 GMT
I checked with them today. Looking at July.
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Post by k2347 on Mar 12, 2019 2:18:08 GMT
I checked with them today. Looking at July. You will never get a new one.In June they will tell you October......they have no clue if they will ever get them again.
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