Customer Dis-Service

Charlie McDonald · Post by **Charlie McDonald** » 1 Jun 2006 4:57 am

I can see Tom's point; I might not want to broadcast the builder's name in case I still needed to do business with them.

It reminds me a little of a comedy schtick, where a guitarist covers his left hand with a handkerchief, so the audience can't tell what chords he's playing.

Jim Sliff · Post by **Jim Sliff** » 1 Jun 2006 5:03 am

"Also I am wondering how productive it really is to bash the builder here on the forum BEFORE you have gotten the guitar fixed. If I were the builder and read your post, it might not be conducive to getting things worked out."

On the other hand, if I was the builder and read the posts (or heard about them) I'd be falling all over myself to get the thing fixed in record time to avoid the domino effect.

There's no reason at all to not disclose the name. IMO withholding it is exactly what this forum isn't about - exchange of information. And as I said, with assumptions being made, some other builder will be assumed to be the party in question and suffer from the backlash.

Better to just be up front, say who it is, and let the chips fall.

Jack Stoner · Post by **Jack Stoner** » 1 Jun 2006 5:29 am

With the resources available in Nashville, I wouldn't think it would be too hard to borrow or rent a steel while yours is being repaired. Shipping any steel is a chance in itself and if it could be repaired locally that would be the best option. However, since the builder won't sell you parts, if he even has parts or is willing to make them for that model, he does limit your options. It may require more extensive modifications to accomodate the new changer parts because of design changes since that model was built.

I wonder if it could be polished out? or at least polished out to the point it's not really a problem? There are several excellent steel guitar builders and repairmen in the Nashville area. That'another thought, if the builder won't sell you the parts directly maybe he would to a repair shop.

Mark Vinbury · Post by **Mark Vinbury** » 1 Jun 2006 5:50 am

My take on this sort of thing--- the builder should be notified beforehand that you are going to mention somthing on the SGF.
Unless they are fools this should get some results.
If after that you do end up posting somthing I feel it should include the name of the builder and they need to have an opportunity to respond.Their are always two sides to any story.
Seems like any builder who isn't trying to smoke screen their customers should welcome the opportunity to discuss their product and the rational behind their actions.

Lynette Richards · Post by **Lynette Richards** » 1 Jun 2006 5:51 am

Bobby is correct, never was it stated that it is a trade secret that no one can see. It is simply that, they are our parts design and we hold the rights to all the parts. The company Tom is referring to is Mullen. And yes I said I will not send him changer parts, as all changer repairs are done here, so each and every changer on a Mullen guitar should be authentic parts, after all that is one thing that makes the Mullen what it is. There are just some parts that are not for sale. That is how we choose to handle business. We will always try and provide a solution. In this case Tom does have an old guitar and we are willing to put a new changer in it. The parts have changed, so this is work that most definitely has to be done by us. We mean no disservice and we try to keep things right. Just send the changer when you have any downtime at all and we can get it fixed. It is our policy and we don't intend to change it. I am sorry if I am hard to work with.

------------------
Mike Mantey
Sales & Production Manager
Mullen Guitar Co., Inc.
(970) 664-2518
www.mullenguitars.com

Dan Burnham · Post by **Dan Burnham** » 1 Jun 2006 6:22 am

Mike,
Would it not be more advantages to sell him the parts and keep a customer than to lose a customer.

I've heard nothing but good about Mullen Guitars, and with our Steel Guitar Family as small as it is I would think you would want repeat sales.
With regards to original parts, he could take the part to a Machine Shop and have the part duplicated to tolerance. Now he will spend couple of hundred of dollars if he did that but at this point I wonder if the policy rule outways a long term customer and repeat sales.
I understand also that if put on incorrectly it could damage the change, maybe have the customer sign a discloser.
Ron Lashley Jr. told me "for what it is worth" their sales were from "satisfied" customers......
Something to ponder

David L. Donald · Post by **David L. Donald** » 1 Jun 2006 6:22 am

Mike, this non-changing policy
would prevent me from ever again
thinking about buying your make...

There is not downtime that could make me fly 23 hours each way,
and pay half the cost of a new steel just to
have factory service,
put forward as the only possibilty.

That said 2.5 years ago I ALMOST bought
one of your steels at ISGC to take back with me.
That was only a 9 hour set of flights.

In hind sight I am VERY glad I hesitated.

Sometimes it is flat out impossible to have
the customers bow to your beck and call.
Food for thought.

Chip Fossa · Post by **Chip Fossa** » 1 Jun 2006 6:47 am

Ive had a similar problem with the Guild Guitar Co.

I have a 25 year old F-30 [not made anymore]
six string acoustic that has had headstock work done on it in the past.

So there is now a black laminate-style facia covering the entire headstock and so the original Guild logo is no longer there.

I tried [even through Fretted Instruments Workshop in Amherst, MA] to order an abalone Guild logo and have a local luthier inlay it in the headstock.

Guild refused to send the logo. Even tho I can prove ownership and have sent them the identifying serial number of the guitar.

Like we're yelling about here, what's the big deal? It's a Guild guitar and it needs a Guild logo; or I want it to have a Guild logo. It's beyond me. Of course I was willing to pay for it - wasn't looking for them to hand it out. But NO-GO.

I bought a book on inlaying, anyway, and a few abalone blanks from Stew-Mac and I'll practice inlaying till I get it right, and then make my own Guild logo.

Bobbe Seymour · Post by **Bobbe Seymour** » 1 Jun 2006 7:02 am

Boy, if you guys knew what I knew. I'll tell anyone the story on the phone and when I do you will have a much more favorable opinion of Mullen (no 'S" on the end).
There is a BIG part of this story that isn't being told here which, I'm sure would exonorate the manufacturer completely.
All I'm asking is, keep an open mind and don't let this forum exchange taint your opinion of this steel guitar builder. This really isn't where the blame belongs. This problem could have been handeled with no fuss and no muss, if done correctly.
This isn't any of my biz at all but I hate to see a famous and great old builder with a great reputation smeared for nothing.
Like I said, I know many things here that haven't and won't get to this forum.

bobbe [This message was edited by BobbeSeymour on 01 June 2006 at 08:56 AM.]

Ray Minich · Post by **Ray Minich** » 1 Jun 2006 7:02 am

There are just some parts that are not for sale.

If it is reasonable and customary in the trade to assume otherwise, it would only be good customer service to note this prominently on the literature.
I'm sure Caterpillar doesn't do business this way...

John Poston · Post by **John Poston** » 1 Jun 2006 7:12 am

Whether you agree with their policy or not, it's certainly nice to see Mike come on here, end the speculation and explain their side of things.

Mike Perlowin RIP · Post by **Mike Perlowin RIP** » 1 Jun 2006 7:12 am

If I may make a suggestion:

Mike, Offer to repair Toms guitar immediately if he ships it to you. Make it your number one priority.

Tom, Go ahead and sen Mullen the guitar, and borrow or rent one for a few days while yopurs is beng fixed.

Bobbe, you are to be commended for pointing out that Mullen is a fine company with an outstanding reputation. You could go one step further now and offer Tom the uase of a guitar while his is being repaired.

Let;s hope this is resolved in such a way that everybody is happy.

------------------
My web site

Bobbe Seymour · Post by **Bobbe Seymour** » 1 Jun 2006 7:23 am

Anyone wanting to talk about this on this forum needs to talk to me first, 615 822 5555
bobbe

Brian Henry · Post by **Brian Henry** » 1 Jun 2006 7:26 am

Mike! I really amshocked at this response. Tw o fof my students were trying to decide between a Mullen and a Carter, I guess this type of service makes their decision a lot easier.

Joey Ace · Post by **Joey Ace** » 1 Jun 2006 7:29 am

I respectufully disagree Tony, this is nothing like:
<BLOCKQUOTE>quote:<HR>"My AC Died, it's 101 degrees"....."Come right away"......"I'm very HOT"...

"We can be there next Wednesday". <HR></BLOCKQUOTE>

It's more like:
<BLOCKQUOTE>quote:<HR>
"The part that is worn on your Air Conditioner is our Trade Secret. We will not supply your local repair man with the part. You must sent the Air Conditioner back to us for repair."<HR></BLOCKQUOTE>

I'd be telling people the brand of Air Conditioner, not to vent, but to help them make informed decissions about future purchases.

Stephen Gambrell · Post by **Stephen Gambrell** » 1 Jun 2006 7:44 am

I own a Mullem, pre-Royal Precision guitar, OK? Sounds and plays great---Looks pretty good, too. And if I needed any parts replaced on the changer, I would trust ONLY Mike, or Del, or any of the rest of this wonderful family of steel guitar builders to provide. I did not buy this guitar new, but I am the proud owner!
Tom, I think you showed poor judgement, at least, by coming on the Forum, LOOKING FOR PITY about your guitar. I've seen Emmons, Carter, and danged near every other steel guitar builder slagged on here, but at least the other guys had the cojones to mention the builder they had issues with. You, Tom, on the other hand, have nothing to offer but a pitiful lament. Mike has said that he'll redo your changer. WHAT ELSE COULD YOU WANT???
I'm done with this.

Lynette Richards · Post by **Lynette Richards** » 1 Jun 2006 7:47 am

You people are arguing something that was not even said. I think this thread should be closed. If you would like more information you should email me direct. We do not have any problems with our customer service, this can be resolved. Thanks b0b

------------------
Mike Mantey
Sales & Production Manager
Mullen Guitar Co., Inc.
(970) 664-2518
www.mullenguitars.com

Bobbe Seymour · Post by **Bobbe Seymour** » 1 Jun 2006 7:57 am

Amen!

Mike Castleberry · Post by **Mike Castleberry** » 1 Jun 2006 7:59 am

I know of a changer problem on a Fessenden several years back. Jerry sent a new changer and the problem was solved. The old changer was sent back to Fessenden. Jerry takes care of his guitars and customers promptly. That's why I play a Fessenden.

Larry Hamilton · Post by **Larry Hamilton** » 1 Jun 2006 8:06 am

One day so far has been wasted. Git'r done and be done with it

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Keep pickin', Larry

Danny Hullihen · Post by **Danny Hullihen** » 1 Jun 2006 8:37 am

I would like to add my comments here before this thread closes. I believe the things being said here about Mullen guitars and/or it's builders are horribly one sided. I have rebuilt and repaired many Mullen guitars here, and some from the ground up including refinishing the body, and I have never had any difficulty in getting any parts that I needed. I believe any guitar builder would be reluctant to sell certain parts to just anybody who they don't know has the qualifications and background to correctly install parts, and especially so with a changer system. Incorrect and set up and assembly could cause a great deal a damage to these parts, and hence, the person doing the work may try to blame the maunfacturer for sending them a defective part, when in fact such was not the case at all. Needless to say, this would cause even more problems, both for the customer and the manufacturer.

I sincerely hope that none of you folks who were considering purchasing a Mullen guitar will not allow this one instance here to have any bearing on your decision to purchase a Mullen guitar. To do so would be doing yourself a terrible injustice. As a professional player and repairman of steel guitars, I can say without reservation that the Mullen guitars are among the finest guitars being built today, and contrary to some statements made here, they indeed do stand behind their product. The even better news is... it's rare that they ever need to!

Rick Garrett · Post by **Rick Garrett** » 1 Jun 2006 8:54 am

I think at the very least this thread shows Mullen (no s for Bobbe) to be an upstanding company. They came on here and stated at least part of their case and it seems to me they've offered to render a solution somehow. That's about as good as anybody could hope for. Congrats Mullen!

Rick

Bobbe Seymour · Post by **Bobbe Seymour** » 1 Jun 2006 9:06 am

Danny and Rick, I do SOOOOOO much agree!

Lee Baucum · Post by **Lee Baucum** » 1 Jun 2006 9:17 am

Bobbe has spoken. In the steel guitar world, if one cannot believe or trust what Bobbe Seymour says, it's a sad day. There has to be more to this story than has been revealed.

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Lee, from South Texas
Down On The Rio Grande

Mullen U-12, Excel 8-string Frypan, Evans FET-500, Fender Steel King

Tom Mortensen · Post by **Tom Mortensen** » 1 Jun 2006 9:24 am

I know that Bobbe Seymore knows something about everything but I guarantee he knows nothing of this incident.
Mullen makes an outstanding guitar, I never brought up their name.
I am referring to an incident that happend to me that has of yet not reached a solution.

This is the story, plain and simple.

"Last fall I had a window of down time.
I made arrangements with the builder of my guitar, that I would fly out to his city and hand deliver my guitar.
It was to have a pedal kit and knee lever kit installed and the changer rollers repaired.
I was going to wait a couple of days and return home with the guitar.
I had to cancel a week ahead of time, so I called the builder and ask that they send the pedal and knee lever kits to me.
This way I could remove the changer and mail it to them for repairs and install the pedal and knee lever kits while I had the guitar apart and waiting for the changer.
I waited weeks, the parts never came.
When I was finally able to get in touch with the builder, I was told that the parts would have to be built and that they were too busy with their new line of guitars to project a time that they could build mine.
My window of opportunity closed.
So this is when I started asking for a new changer."