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| StewMac Service http://luthiersforum.com/forum/viewtopic.php?f=10101&t=43110 |
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| Author: | Don Williams [ Tue Apr 01, 2014 7:52 am ] |
| Post subject: | StewMac Service |
Several months ago, I took on a banjo restoration job for a former co-worker friend who is a great claw-hammer player. I ordered a new skin head, and a few other things from StewMac, along with a set of Waverly banjo tuners and the accompanying 5th string tuner. I opened up the tuners just the other day, which were really nice, and they looked as Waverly's typically do. That said, the 5th string tuner came through with the barrel unpolished and the tuner head a different color (more yellow) than the other tuners. I guess this proves that even the Waverly factory has the occasional thing slip past their inspection team! I sent an email to StewMac asking if it was still possible to send the tuner back for a replacement. Not only did they say "yes", but they immediately expedited sending out the replacement that they hand-inspected the following business day. Plus, they sent me a postage-paid envelope so that I could return the other one. It doesn't get any better than that folks....which is why I keep going back to them. Same thing with LMI and Allied, ...I might add. |
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| Author: | jfmckenna [ Tue Apr 01, 2014 8:28 am ] |
| Post subject: | Re: StewMac Service |
I agree Don. I've been doing business with Stew Mac for 20 years now and I've not once ever had a problem with them. Very reasonable and very fast. I had built a classical guitar for a guy many years ago and one of the ebony tuning pegs broke on his Sloan tuners and Stew Mac sent me a whole new set no questions asked. All I really needed was a knob but they wanted the broken ones back so they could study what went wrong. Very pleased with them. They also provide a lot of information on there website which BTW is also very user friendly and easy to navigate. |
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| Author: | George L [ Tue Apr 01, 2014 8:35 am ] |
| Post subject: | Re: StewMac Service |
Indeed! StewMac sets the standard for high quality products and excellent customer service. |
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| Author: | WudWerkr [ Tue Apr 01, 2014 9:04 am ] |
| Post subject: | Re: StewMac Service |
I agree 100% , I will admit fussing a bit at the shipping cost at times , however if an issue arises they have answered Instantly and have never let me down . I will continue to purchase from them and encourage others to do so as well . ALSO they graciously provided a very good prize for our last challenge above and beyond what I was seeking . Top Notch Supplier ! |
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| Author: | Beth Mayer [ Tue Apr 01, 2014 9:50 am ] |
| Post subject: | Re: StewMac Service |
+1 for SM. They've been really helpful and responsive. |
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| Author: | Glen H [ Tue Apr 01, 2014 11:29 am ] |
| Post subject: | Re: StewMac Service |
I had an Ivoroid Waverly tuner button worm-out and no longer grip the shaft. I called SM to just see if they sold a replacement. They sent me two replacements FREE. I've never found better service from any company, anywhere. |
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| Author: | Tai Fu [ Tue Apr 01, 2014 12:01 pm ] |
| Post subject: | Re: StewMac Service |
Stewmac et. al. kind of set the standard when it comes to service so when I was dealing with other suppliers who don't have the same level of service, it becomes frustrating. I ordered some guitar woods which included some pau ferro fingerboard. Well one of them is severely bowed and I sent a picture to them asking for a replacement. Normally LMI or Stewmac would have sent a replacement, no questions asked (and let me keep the original since it wouldn't be worth the cost of shipping it back). Except they said they will add it on my next order, and I said it could be a while before I order again (I order large-ish batch to keep shipping costs down) and they said they are not spending 30 euros to ship me a replacement for a 4 euro item. So I asked for a refund which took a LONG time before it showed up... |
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| Author: | mqbernardo [ Tue Apr 01, 2014 3:37 pm ] |
| Post subject: | Re: StewMac Service |
indeed, customer support and after-sales service are my main reasons for going back to stew-mac´s shop. |
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| Author: | Joe Beaver [ Tue Apr 01, 2014 3:42 pm ] |
| Post subject: | Re: StewMac Service |
I have had experience with Stew Mac and LMI. They are both EXCELLENT when it comes to customer service. |
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| Author: | Rodger Knox [ Tue Apr 01, 2014 5:02 pm ] |
| Post subject: | Re: StewMac Service |
StewMac isn't the cheapest, but you get that for which you pay! |
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| Author: | cphanna [ Tue Apr 01, 2014 9:31 pm ] |
| Post subject: | Re: StewMac Service |
Just what I expected to read here. They are top drawer in my book. Very well deserved reputation, |
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| Author: | Haans [ Wed Apr 02, 2014 6:56 am ] |
| Post subject: | Re: StewMac Service |
They just do what they are supposed to do. It's what a customer would expect. LMI is the same, so is Allied. |
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| Author: | Beth Mayer [ Wed Apr 02, 2014 10:09 am ] |
| Post subject: | Re: StewMac Service |
This is true Hans...sadly, it's still quite surprising to me when companies fulfill their end of our bargain as consistently and positively as SM and the others mentioned do...so I think they earned a shout-out (wouldn't it be nice to live in a world where everyone did what they promised they would?). |
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| Author: | Pat Foster [ Wed Apr 02, 2014 12:04 pm ] |
| Post subject: | Re: StewMac Service |
God help us if these folks (Allied, SM, LMI) and our other suppliers ever go the way of most businesses these days in how the define "customer service." I've dealt with SM since the 1970s and have only had stellar service from them. As Haans says, just what they're supposed to do. A few months ago, I placed a $300 order with them. It arrived promptly and well packed, as usual. There was a $30 dollar item missing. I called, and without question, they told me they'd send it right away. I guess they misunderstood, because they sent the whole order, not just the missing item. $300 order, sent again, without hesitation. Of course, I sent it back, except for the missing item. How could I not return such a behavior? Pat |
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| Author: | Haans [ Wed Apr 02, 2014 2:49 pm ] |
| Post subject: | Re: StewMac Service |
True, Beth. I meant it as a shout out. Pat, I've had a few mistakes with SM and they are very prompt. |
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