I'm from Singapore and I managed to order from both SBE and PPP for different parts.
They ship internationally and here are my experiences with them.
I have ordered from Steve (SBE) twice.
The first order came with 1 faulty germanium device, which Steve has offered to replace; see below.
2nd order, I ordered too many germanium devices, and Steve explained to me that he is not set up to cater to bulk germanium matched pairs. I ordered 13 sets of chinese pairs.
He instead sent me 50 untested devices, and asked me to match / audit them. Report to him if I required any additional devices to make it to 13 pairs. He will send any required with the 1 faulty from the first order.
Fair enough, I understand that this matching requires lots of work as I have done so myself.
His communication was very good, and he and his staff tries their best to make the customer happy. No doubt the customer isn't always right, but I did not force him to provide the alternatives, he proposed to me and as I understand the business he is in, I accept his options without hesitation.
Next, PPP. Communication has been somewhat okay at times, but there was a period where my e-mails were not answered. I later found out that they were at NAMM or had other out of office requirements and I accepted those answers. Urgent and family matters always come first, and everyone should understand that. I don't blame them and I apologised for trying to rush my order; see below.
I ordered 15 drilled enclosures from PPP. I sent them a template, only to find that there was a problem with clearance. So I amended it and resent it to them 3 times. The last time before they started drilling, I called PPP from Singapore to confirm that they had my drilling template. They confirmed.
I also ordered some pots and switches.
I ordered in late January, for 2 weeks after I paid, there was no reply from them stating when they could send out my order. I found out that they had to leave office due to a death in the family. No problem. My order can wait. When they did come back to office, and completed the drilling, I received my order on 26th Feb; they shipped on 21st Feb.
The 15 enclosures , 11 were to be drilled for 5 knobs, 4 for 2 knobs.
The 2 knob ones were to specification. The 5 knob ones were based on my first template. The switch was drilled too far towards the middle. Now my PCBs cannot fit in them.
Also, 1 pot came in broken, the fibreglass holding the 3 lugs broke off and 1 lug is off the pot. In additional, no screws were sent with the 15 enclosures.
Now, being left with 11 enclosures that won't fit my pre-made PCBs and 15 enclosures without screws and 1 broken pot. I e-mailed PPP with my concern.
They offered to send me the 15 sets of screws, but not to replace the pot. (damage during shipping I concluded).
For the 11 enclosures drilled incorrectly, they requested that I send the package back to them and they will provide me with the correct ones.
However, shipping from Singapore to USA will cost me USD80, which is more than having new PCBs with a revised layout made. So I just told Connie from PPP that it isn't economical. Its much cheaper for me just to get new PCBs made. They did not offer me any compensation or apology even.
I might order from PPP again, I may not. Not replying e-mails on time (there was a time when they did not reply for a week, least they could do was set a "not in office" automated e-mail reply). But messing up my order even after repeated confirmations is another.
This isn't the first time I'm ordering stuff from the states, I've ordered from Dave guitars, Weber, Wildwood, proguitarshop and musiciansfriend.
Mistakes happen, and I accept that, but not rectifying a problem is one thing that is rather difficult for a customer to swallow.
Weber has sent me a wrong speaker before, their shipping dept told me to keep the speakers sent as shipping back to the states would cover the cost of 1 ceramic 12" speaker. Shipping was USD70 for the speaker. I applaud Brian from Weber for helping me with this.
They ship internationally and here are my experiences with them.
I have ordered from Steve (SBE) twice.
The first order came with 1 faulty germanium device, which Steve has offered to replace; see below.
2nd order, I ordered too many germanium devices, and Steve explained to me that he is not set up to cater to bulk germanium matched pairs. I ordered 13 sets of chinese pairs.
He instead sent me 50 untested devices, and asked me to match / audit them. Report to him if I required any additional devices to make it to 13 pairs. He will send any required with the 1 faulty from the first order.
Fair enough, I understand that this matching requires lots of work as I have done so myself.
His communication was very good, and he and his staff tries their best to make the customer happy. No doubt the customer isn't always right, but I did not force him to provide the alternatives, he proposed to me and as I understand the business he is in, I accept his options without hesitation.
Next, PPP. Communication has been somewhat okay at times, but there was a period where my e-mails were not answered. I later found out that they were at NAMM or had other out of office requirements and I accepted those answers. Urgent and family matters always come first, and everyone should understand that. I don't blame them and I apologised for trying to rush my order; see below.
I ordered 15 drilled enclosures from PPP. I sent them a template, only to find that there was a problem with clearance. So I amended it and resent it to them 3 times. The last time before they started drilling, I called PPP from Singapore to confirm that they had my drilling template. They confirmed.
I also ordered some pots and switches.
I ordered in late January, for 2 weeks after I paid, there was no reply from them stating when they could send out my order. I found out that they had to leave office due to a death in the family. No problem. My order can wait. When they did come back to office, and completed the drilling, I received my order on 26th Feb; they shipped on 21st Feb.
The 15 enclosures , 11 were to be drilled for 5 knobs, 4 for 2 knobs.
The 2 knob ones were to specification. The 5 knob ones were based on my first template. The switch was drilled too far towards the middle. Now my PCBs cannot fit in them.
Also, 1 pot came in broken, the fibreglass holding the 3 lugs broke off and 1 lug is off the pot. In additional, no screws were sent with the 15 enclosures.
Now, being left with 11 enclosures that won't fit my pre-made PCBs and 15 enclosures without screws and 1 broken pot. I e-mailed PPP with my concern.
They offered to send me the 15 sets of screws, but not to replace the pot. (damage during shipping I concluded).
For the 11 enclosures drilled incorrectly, they requested that I send the package back to them and they will provide me with the correct ones.
However, shipping from Singapore to USA will cost me USD80, which is more than having new PCBs with a revised layout made. So I just told Connie from PPP that it isn't economical. Its much cheaper for me just to get new PCBs made. They did not offer me any compensation or apology even.
I might order from PPP again, I may not. Not replying e-mails on time (there was a time when they did not reply for a week, least they could do was set a "not in office" automated e-mail reply). But messing up my order even after repeated confirmations is another.
This isn't the first time I'm ordering stuff from the states, I've ordered from Dave guitars, Weber, Wildwood, proguitarshop and musiciansfriend.
Mistakes happen, and I accept that, but not rectifying a problem is one thing that is rather difficult for a customer to swallow.
Weber has sent me a wrong speaker before, their shipping dept told me to keep the speakers sent as shipping back to the states would cover the cost of 1 ceramic 12" speaker. Shipping was USD70 for the speaker. I applaud Brian from Weber for helping me with this.
