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I wasn't quite certain where this one belonged but since we don't have a "Credit Where Credit is Due" department I thought I'd toss it in here.
I'm sure most of you saw the PRS I posted in the classifieds section with the missing set screw & spring. The screw, of course, is no big deal but finding a reasonable facsimile of the spring was going to be tough so I tried PRS directly. They referred me to my local dealer saying they'd have or be able to obtain parts.
Imagine my horror when I learned that my local dealer was GC San Jose <shudder> but as I had little choice I cruised over there (these things always go better in person when you can personally slam your fist down on the desk a few times to get their attention) last Thursday and spoke with a very nice, but completely frazzled, guy named AJ.
"Do you have parts for PRS guitars?"
"No."
"PRS claims otherwise."
"OK, what do you need?"
After showing AJ what I needed he indicated that the part probably wasn't going to be available separately but that he'd try PRS the next day and call me with the result. Much to my surprise (I've been a GC customer before) he actually did call PRS last Friday and did call me the same day to let me know that he'd left a message with them and that he'd get back to me on Monday when they returned his call.
This morning I got another call from AJ describing his conversation with PRS:
"We don't sell those parts separately."
"You sent your customer to me & informed him that I could get parts for his guitar because I'm an authorized dealer. I will NOT be the one to call him and tell him that you are refusing to provide the parts. Perhaps you'd like to call him and inform him of that yourselves?"
"Ummm, we'll send the parts right out. No charge."
Props to AJ @ GC San Jose, not only for taking the time to make a few phone calls, but for pushing PRS into doing the right thing when that wasn't their first inclination. And thanks also to PRS who, after a bit of nudging, did manage to remember that their business is all about making their customers happy.
Funny how a couple of people taking 5 minutes out of their days to help out with $0.10 worth of parts can totally change one's perception of huge multimillion dollar businesses.
I'm sure most of you saw the PRS I posted in the classifieds section with the missing set screw & spring. The screw, of course, is no big deal but finding a reasonable facsimile of the spring was going to be tough so I tried PRS directly. They referred me to my local dealer saying they'd have or be able to obtain parts.
Imagine my horror when I learned that my local dealer was GC San Jose <shudder> but as I had little choice I cruised over there (these things always go better in person when you can personally slam your fist down on the desk a few times to get their attention) last Thursday and spoke with a very nice, but completely frazzled, guy named AJ.
"Do you have parts for PRS guitars?"
"No."
"PRS claims otherwise."
"OK, what do you need?"
After showing AJ what I needed he indicated that the part probably wasn't going to be available separately but that he'd try PRS the next day and call me with the result. Much to my surprise (I've been a GC customer before) he actually did call PRS last Friday and did call me the same day to let me know that he'd left a message with them and that he'd get back to me on Monday when they returned his call.
This morning I got another call from AJ describing his conversation with PRS:
"We don't sell those parts separately."
"You sent your customer to me & informed him that I could get parts for his guitar because I'm an authorized dealer. I will NOT be the one to call him and tell him that you are refusing to provide the parts. Perhaps you'd like to call him and inform him of that yourselves?"
"Ummm, we'll send the parts right out. No charge."
Props to AJ @ GC San Jose, not only for taking the time to make a few phone calls, but for pushing PRS into doing the right thing when that wasn't their first inclination. And thanks also to PRS who, after a bit of nudging, did manage to remember that their business is all about making their customers happy.
Funny how a couple of people taking 5 minutes out of their days to help out with $0.10 worth of parts can totally change one's perception of huge multimillion dollar businesses.
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