Sweetwater customer service success story

Discussion in 'Bad Dog Cafe' started by cwcowell, Jul 16, 2011.

  1. cwcowell

    cwcowell Tele-Meister

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    I ordered an "Inspired by John Lennon" Casino from Sweetwater a few weeks ago. It arrived as expected, in good shape, and I love the guitar (but that's another post). I was a teeny bit disappointed that there was no candy in the box, since the last time I ordered something from them there had been a handful of tootsie rolls and Jolly Ranchers thrown in.

    So as a joke, I sent back their customer service comment card, noting that although the experience was positive overall, I was kinda surprised I didn't get candy with a $1000 guitar, considering that I had gotten candy before with a $50 pre-amp order. I didn't actually care about the candy; I was just trying to come up with something, anything, to say on the comment card.

    One week later, FedEx dropped off a new box from Sweetwater, containing only a large glass jar filled to the brim with candy. :D

    Now maybe this is standard operating procedure whenever you buy an item over a certain price from them (does anyone know?), but it sure seemed like they listened to my fake complaint and bent over backwards to respond to it.

    So three cheers for Sweetwater! I know I'm a sucker, but they've probably earned a customer for life by spending $2 on a glass jar, $2 on candy, $4 on shipping, and 30 seconds reading my customer comment card. These little gestures really work.
     
    Last edited: Jul 17, 2011
  2. Bones

    Bones Telefied Ad Free Member

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    I would have included a latex glove, some 3in1 oil and instructions, but that's just me, I'm from NY.
     
  3. hoo-t

    hoo-t TDPRI Member

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    I think that's one of the greatest customer service stories I've ever read! Awesomely amazing!

    Steve
     
  4. lendryesky

    lendryesky Tele-Afflicted

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    I just got a guitar from them recently and couple more prior to that. The previous two didn't have any candy (I've ordered from them before and they supplied candy) and thought after the second one that maybe they quit doing that. However, my newest addition came with candy. I placed all the pieces on the floor and I looked away and my dog grabbed the tootsie roll! That's the piece I was most looking forward to!
     
  5. rocksteady Max

    rocksteady Max Tele-Afflicted

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    Barbers have discovered this trick and since the dawn of Time hand out lollipops to kids so their hair grow back.
     
  6. elicross

    elicross Poster Extraordinaire

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    They must run out of candy from time to time. I got candy with a three-pack of strings, so I figured everybody always got candy.

    Funny how they dealt with the "complaint." I think it shows a sense of humor *and* real attention to the customer.

    The last three times I ordered strings online, I ordered a three-pack of D'Addario XLs -- once from MusiciansFriend, once from a little Amazon.com dealer, and once from Sweetwater. From the little Amazon.com dealer, I got three sets of strings obviously taken from a 10- or 20-pack, shipped in a plain envelope with no protection. From MusiciansFriend, I got the same thing, with slightly better packaging. Sweetwater was the only dealer that sent me three sets of strings in an actual D'Addario 3-pack box...and that box in turn came in a corrugated cardboard box along with some candy and a nicely printed folder containing my invoice and warranty information.

    From here on out, anytime I'm looking to order any gear online, I'll check Sweetwater first. If they stock what I want, the only way I'm not going with them is if their price is a lot higher than the competition. They seem much more interested in earning your business and keeping it than MF or any of the usual suspects.
     
  7. Buckocaster51

    Buckocaster51 Super Moderator Staff Member Ad Free Member

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    I have a box from Sweetwater containing a case I haven't opened.

    Hope the mice haven't gotten to the candy!

    ;)
     
  8. TeleTim911

    TeleTim911 Friend of Leo's

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    Puts a new meaning on case candy I guess?
     
  9. nickwort

    nickwort Tele-Meister

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    I'm so lucky. I live 45 min from sweetwater. they will bend over backwards to make you happy. o and, they give out candy in store sometimes too :)
     
  10. DrumBob

    DrumBob -------------------------

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    Of all the online guitar sellers, I would probably buy from Sweetwater, as they seem the most reliable and definitely try very hard to make you happy insofar as customer service. The thing that drives me away every time though is their price. I can always beat their deals. when I was shopping for a Gretsch a few years ago, they were $150 higher than Street Sounds and Shanghai. I'm going to go with the guy who gives me the best deal...and buy my own candy, although at some point, I may patronize Sweetwater.
     
  11. Fendrcaster

    Fendrcaster Tele-Afflicted

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    My sales tech at Sweetwater has always matched or beaten the price of a competitor; they do have wiggle room. Also, I got candy with a $4.95 adapter!
     
  12. Durtdog

    Durtdog Poster Extraordinaire

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    :lol::lol::lol:

    Bones, you are on a roll. :lol:
     
  13. JeradP

    JeradP Former Member

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    SW has the best customer service of any music place I've done business with. Maybe I'll start ordering constantly in hopes of not getting candy... ;)
     
  14. Joe-Bob

    Joe-Bob Doctor of Teleocity

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    I've always had good experiences with Sweetwater.

    I don't actually need more sweets. :(

    I buy knives from the New Graham Pharmacy, and they send you Band-Aids with every purchase! :p

    www.newgraham.com
     
  15. mr natural

    mr natural Friend of Leo's

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    Sweetwater's always done me right. I've ordered from them 3 times and got a great price and candy every time.
    -Mr. N.
     
  16. iowa

    iowa Tele-Meister

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    I got a cable from them this week...with candy.:D
     
  17. hymiepab

    hymiepab Tele-Meister

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    I've found Sweetwater to have excellent service.
    I think the prices might be a little higher but it's worth it to have a musician on the other end of the phone who know what they're talking about....
     
  18. BigDaddyLH

    BigDaddyLH Tele Axpert Ad Free Member

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    Sweetwater rocks!
     
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