|
|
Joined:
June 2009
Posts: 18
Location: USA - New Jersey | I am really quite supprised at the low level of customer service when calling John or Kim, the only two people in the customer service department. You can never ever get either one on the phone and when you email them you will only get a one or possibly two word reply. |
|
| |
|
Joined:
December 2001
Posts: 10583
Location: NJ | you are in the minority
come to the auction house on sat and address Rick hall on your problems |
|
| |
|
Joined:
February 2009
Posts: 262
Location: VENISE-EN-QUEBEC CANADA | well not for me .I needed a pick-up for my S868 e-mail John Budny and a week later voila it's here he also replied to my e-mail twice about that same problem (sorry about youre problem)
a satisfide customer
Daniel :D |
|
| |
|
Joined:
November 2006
Posts: 3969
| Originally posted by Phillym:
I am really quite supprised at the low level of customer service when calling John or Kim Most definitely in the minority. I've never had trouble reaching them, by phone or email. My questions have always been answered in a timely manner, the guitars I've sent them have been serviced/restored impeccably, and they've sent small replacement parts at no charge (not even postage). Do as Al says and address your concerns directly to Rick. Wish I could be there to shake his hand and thank him personally for the outstanding service he and John have given me. |
|
| |
|
Joined:
November 2008
Posts: 1119
Location: Michigan | Ditto everything everyone else said. I am probably a pest to them but they take the time to answer all my questions and help me out in whatever way they can. I could not get better service if they were just down the road. As G8r said they are definity two fellows I would like to meet and say "THANK YOU"! |
|
| |
|
Joined:
June 2006
Posts: 7307
Location: South of most, North of few | Well, to be honest, it is hard to reach either one by phone, but emails are answered very fast. I've emailed John at 5am and recieved a response by 7:30 most the time. I know they are pretty busy with the phones and other work, but if you do get one on the phone, they aren't short with you. They'll usually talk as long as you want to. That may be why you can't reach them by phone, they're talking to some other O nut, like me. As far as service, the factory crew sets an industry standard that no other company even comes close to IMHO. |
|
| |
|
Joined:
April 2004
Posts: 13303
Location: Latitude 39.56819, Longitude -105.080066 | I have to echo TJ's comments. Not much luck getting them on the phone but email response is fast and if I leave a voice mail they always get back to me fairly quickly.
Ultimate level of service is impeccable. |
|
| |
|
Joined:
April 2008
Posts: 2336
Location: Brighty in Blighty | K & J rock! |
|
| |
|
Joined:
March 2005
Posts: 12761
Location: Boise, Idaho | Ditto. I've only dealt with John on minor issues, but whether it was for a new guitar or an old one, the response was always prompt and when he said something was in the mail, it always arrived before I expected it.
I suspect these guys are busy, but I've never felt they were too busy to respond promptly to the most minor issue. And I don't think it's limited to those who spend a bunch on new Ovations. I hadn't bought a new Ovation for 30 years until recently. |
|
| |
|
Joined:
October 2007
Posts: 2711
Location: Vernon CT | I can't say it any better. I've allways had Quick, informative responses. |
|
| |
|
Joined:
February 2005
Posts: 11840
Location: closely held secret | Ditto on all the good points above. I don't think I've ever tried to phone either of them, but have emailed numerous times and always received prompt replies.
I can also say Kim and John (and for that matter everyone I've ever dealt with at the MS) have gone far above and beyond any other company on my behalf. |
|
| |
|
Joined:
May 2006
Posts: 4236
Location: Steeler Nation, Hudson Valley Contingent | Agreed with all the good things said above. My calls have always been returned within a business day. And, (Are you all sitting down?), twice I've called Kim and he.....
Wait for it.....
ANSWERED THE PHONE!!!! :eek: :cool:
I once sent this longwinded email (kinda like this post is becoming) to him to which he responded "Yep!"
I called him to razz him about his obviously gun-shy keyboard, and he said, "Your answers would be short to if you had to type as many as I do every day."
I kept razzin' him anyway. :rolleyes:
These guys are the best, and patient to a fault with obsessive clients like those that prowl the OFC giving each other sarcastic-cum-brilliant suggestions on ways to "improve" their instruments.
Kudos to both of'em three times over!! :D
Now...posting this reminds me that I haven't checked up on my project lately. Guess I'll send Kim an email.  |
|
| |
|
Joined:
July 2004
Posts: 766
Location: New Hampsha | J & K are the best ever.
If you want a pen-pal or lonely-hearts club telephone conversation give it up because they are too darn busy.
Be brief and to the point; don't waste their time, and they will exceed your expectations every single time.
The freakin' best! |
|
| |
|
Joined:
August 2007
Posts: 494
Location: Location Location Location | I'm certainly not responding in a 'pile on' fashion, but it's just that my own experience with J was so incredibly over the top that I had to put in my .02. Fast emails, friendly, helpful, and the end result was more than I could hope for. That's not to mention the free stuff that I received. I'm not talking about picks and a set of strings, but free stuff worth some money. So here's to you John.
To the original poster, I'm just sure there had to be extenuating circumstances. |
|
| |
|
Joined:
January 2002
Posts: 14127
Location: 6 String Ranch | It is pretty much just them so they are busy. But they are the best. |
|
| |
|
Joined:
December 2004
Posts: 4394
Location: East Tennessee | I have never had a problem. emails answered, phones calls returned and they always have what you need either parts or information. |
|
| |
|
Joined:
March 2005
Posts: 12761
Location: Boise, Idaho | Sounds like we have to get Patch to leave them alone so they can get their work done. |
|
| |
|
Joined:
January 2002
Posts: 14127
Location: 6 String Ranch | Well, there is that............. |
|
| |
|
Joined:
May 2009
Posts: 325
Location: Utica, NY | Originally posted by Brooklyn:
I'm certainly not responding in a 'pile on' fashion, but it's just that my own experience with J was so incredibly over the top that I had to put in my .02. Fast emails, friendly, helpful, and the end result was more than I could hope for. I ditto this type of exceptional customer service experience with Kim. |
|
| |
|
Joined:
September 2006
Posts: 10777
Location: Keepin' It Weird in Portland, OR | Add another to the Happy Customer List! |
|
| |
|
Joined:
March 2009
Posts: 416
Location: On the Coast - Halfway between SF & OR | I wonder if the process is easier once you get to know them? I get the feeling a lot of those responding here have actually met J & K and some of you may even count them as your friends.
My first contact with Ovation service was just a few months ago and my reaction was much the same as Phyllim's - I never was able to speak directly to anyone when I called and never received any return calls.
I finally e-mailed requesting a return authorization number and the reply took about a week and then none of my questions were answered; the reply was simply a form letter e-mail stating where to send the guitar and how not to pack it. And yes it was a form letter because I have gotten the same response with each RA request I have made since. Even questions on how to pay have never been answered - although I have asked repeatedly. So far I have simply been surprised each time by a box arriving on my doorstep COD for hundreds of dollars, with no warning it had been shipped, no tracking number, no word at all during the entire process except the original typed estimate.
Having dealt alot with the National guitar factory, this surprised me. I remember my first time contacting National; the phone call was answered and transfered to someone who could answer my questions. They explained as best they could (not having the guitar in their hands) what my options may be and a ballpark figure of cost. After a conclusion to go ahead with the work, they asked that I e-mail them photos of the guitar so they could estimate it's value for shipping insurance. Their reply arrived the next day not only with their estimate of value for insurance but with a brief history of the guitar (when it was made, etc.) Once I shipped the guitar, they called the moment it arrived at their location confirming it arrived safely. About a week later, they called and e-mailed the results of their inspection and I was able to call them back and speak to the individuals actually doing the work about what their inspection had found and various options. Once work was underway, they either called or e-mailed every 2 weeks with updates and sometimes new ideas. When the work was completed, a complete invoice was sent and e-mailed spelling out payment options. After payment, the guitar was shipped and a tracking number sent to me and once they got the notice I had taken possession of it, they called to be sure it had arrived safely and that I was happy with the work they had done.
As I said, that was my FIRST experience with National. Since then there are alot more phone calls and discussion on projects I send.
I'm not saying Ovation service is poor, the work they do is excellent; but I too wish they could be more personable to new customers. |
|
| |
|
Joined:
February 2005
Posts: 11840
Location: closely held secret | Originally posted by Mark in Boise:
Sounds like we have to get Patch to leave them alone so they can get their work done. Originally posted by Beal:
Well, there is that............. He's a repeat offender. |
|
| |
|
Joined:
March 2005
Posts: 5567
Location: Blue Ridge Mountains | I have had the pleasure of dealing with John and Kim over two dozen times over the past three years...I have never received inferior treatment by either of them: I have instead been the recipient of the finest service from any company I have ever dealt with...in every case, the guitar is returned in better condition than what I expected and usually with some extra work done just because they pride themselves on returning only 1st quality Ovation and Adamas instruments back to the customer...
The prices have been extremely reasonable and in many cases, much less than I could have paid to someone else for less quality work...and I am particular about my guitars...
These two fellows are extremely busy and yet they sill return a call or email as soon as they can...perhaps not right away but they will respond...remember, they are busy!!!
I have received good service from other companies but for me, no one beats J and K and the Customer Service from the Mothership...
Truly, A Class Act! The Best! |
|
| |
|
Joined:
July 2003
Posts: 3111
Location: Nashville TN. | Ussually its its exceptionally good.
They are down to 1.5 workers in service plus
KK & JB. They really are pressed.
Hopefully the back log will ease. |
|
| |
|
Joined:
March 2002
Posts: 15680
Location: SoCal | Ever since I called Keller at home at 2 am, he won't take my calls...... |
|
| |
|
Joined:
August 2002
Posts: 8307
Location: Tennessee | Originally posted by moody, p.i.:
Ever since I called Keller at home at 2 am, he won't take my calls...... Just goes to show, don't drink and dial, Bucko. |
|
| |
|
Joined:
September 2006
Posts: 10777
Location: Keepin' It Weird in Portland, OR | Originally posted by fletcher:
I wonder if the process is easier once you get to know them? I get the feeling a lot of those responding here have actually met J & K and some of you may even count them as your friends. Don't know, but that might be part of it... But the first time I emailed John about fixing my Pacemaker back in 2007, he responded with "Are you Old Man Arthur from the Ovation Fan Club?" (and I think that I was still a Junior Member)
They fixed-up the infamous 1115-HB, and since then I have emailed him for advice and gotten some good responses. Although when I asked about the iDea module he said "You guys probably have better information than I do, I don't even have one here yet!"
He has given me good advice, and gotten me a sticker for an S771 and knobbies for an OP-24... Oh! They emailed me step-by-step instructions for repairing a crack in the neck-heel of my 1778T. And they got me them little 'mollie' things that hold the strap buttons in that you can get nowhere else on the Planet!
But! Maybe nowadays, since Fender took over, they might have a higher volume of stupid questions! :eek:
edit -- Not to imply that you questions were stupid... y'know? :D |
|
| |
|
Joined:
April 2006
Posts: 2491
Location: Copenhagen Denmark | I have not met with any of the crew at Ovation Mfg. in person.
Yet .. when I was in dire need of tools ( my tool -kit was knicked ) , I e-mailed Mr. B , and received a reply , saying that my request was forwarded to the importer over here , ... One week later I received a letter from said importer , saying that .. " They could not help me " .. It was then that I called Ovation Mfg. , got the reception ( a very pleasant female voice ), who passed me on to Mr. B , .. when I told him about that reply , he was genuinely APPALLED about that response !! saying " What a nice guys " .. and , One week later , I received , on my birthday , TWO Sets of tools , and some very nice brochures , .. FREE of charge !!
THANKS Mr. B :)
Vic
Ovation customer dept. is The BEST !! |
|
| |
|
Joined:
April 2008
Posts: 1851
Location: Newington, CT | My experience? Only excellent. I have needed very little from them in the way of customer support. The guitars are excellent quality and so much knowledge resides on these pages that I don't need to contact them very much.
However, I DO feel it appropriate to tell a personal anecdote. I was new to these pages, new to Ovation guitars (really Adamas at that point), and had never even heard of Kim Keller.
On this website, I started to try to arrange a meeting/jam session/get-together with O fans geographically close to me.
Kim contacted ME!!! He offered assistance in logistics, advice, equipment (his own) and all else.
Now THAT's customer service! WAY above and beyond!
These guys do it the best, and they apparently care deeply about providing great customer service. |
|
| |
|
Joined:
July 2003
Posts: 3111
Location: Nashville TN. | Originally posted by moody, p.i.:
Ever since I called Keller at home at 2 am, he won't take my calls...... Humm
was there alcohol and the phrase
"I really really love ya man"
repeated numerous time?? |
|
| |
|
Joined:
May 2006
Posts: 4236
Location: Steeler Nation, Hudson Valley Contingent | Originally posted by moody, p.i.:
Ever since I called Keller at home at 2 am, he won't take my calls...... Ahhhh! Me and my speed dial are off the hook! :cool: |
|
| |
|
Joined:
February 2004
Posts: 1634
Location: Warren,Pa. | I've been in eateries when it was clear there were not enough servers to handle the crowd. In such cases I don't put the blame on the server for being slow; I leave a comment card for the management who screwed up everyone's day by not scheduling effectively. I wonder if this is sometimes the case now that Fender is running things. I always got the impression that Kaman made customer service a high priority. When Fender stepped in, I wondered if they would have the same priorities.
I have learned that emails are the preferred means of communication. I've also learned that OFC members receive "special" attention. If it's clear to them that you're in the Club ,I think they react. It automatically makes you a "squeaky wheel". |
|
| |
|
Joined:
January 2002
Posts: 14127
Location: 6 String Ranch | While that may be a little true it does not make non OFC personages second class citizens, |
|
| |
|
Joined:
May 2008
Posts: 4996
Location: Phoenix AZ | If you want a good reference point, call MICROSOFT tech support line. Btw, this is not a PC/Apple thing so please don't go there.
Several years ago my wife was having some aweful problems with a MS product and was on the phone with them three seperate occasions for a total of over two hours. Combinmation of being bounced around from person to person and having to tell the same story, interspersed by long periods of very nice new age music.
To Microsofts credit, the problem was finally resolved. And to my Wife's credit she is a champion of fairness and consumer rights. She placed a 4th call and very politely worked her way up the call center mgmt chain. At each step she acknowledged the helpfulness of the people she dealt with but stressed how as a customer she didn't feel her needs were met in a timely manner. And in the end she very politely negociated from Microsoft a CHECK in the amount of $88. to compensate her for her time. How about THAT !!!
So wrt Ovation service there is NONE BETTER. Maybe they have slow days and maybe they have busy days. But I am very sure that any diviation from excellence has a damn good reason behind it and the WORST you will get from Ovation is still better than the BEST you will get from someplace else. |
|
| |
|
Joined:
May 2006
Posts: 4236
Location: Steeler Nation, Hudson Valley Contingent | Originally posted by Gallerinski:
So wrt Ovation service there is NONE BETTER. Maybe they have slow days and maybe they have busy days. But I am very sure that any diviation from excellence has a damn good reason behind it and the WORST you will get from Ovation is still better than the BEST you will get from someplace else. Well said. |
|
| |
|
Joined:
March 2009
Posts: 416
Location: On the Coast - Halfway between SF & OR | Originally posted by Patch:
Originally posted by Gallerinski:
So wrt Ovation service there is NONE BETTER. Maybe they have slow days and maybe they have busy days. But I am very sure that any diviation from excellence has a damn good reason behind it and the WORST you will get from Ovation is still better than the BEST you will get from someplace else. Well said.
Did you read my earlier post re: National Guitar? |
|
| |
|
Joined:
March 2009
Posts: 416
Location: On the Coast - Halfway between SF & OR | Originally posted by Patch:
Originally posted by Gallerinski:
So wrt Ovation service there is NONE BETTER. Maybe they have slow days and maybe they have busy days. But I am very sure that any diviation from excellence has a damn good reason behind it and the WORST you will get from Ovation is still better than the BEST you will get from someplace else. Well said.
Did you read my earlier post re: National Guitar? |
|
| |
|
Joined:
March 2009
Posts: 416
Location: On the Coast - Halfway between SF & OR | sorry for the double posting. don't know why that occurred. |
|
| |
|
Joined:
February 2005
Posts: 11840
Location: closely held secret | Originally posted by Gallerinski:
If you want a good reference point, call MICROSOFT tech support line. Btw, this is not a PC/Apple thing so please don't go there. I wouldn't think of it, Dave. In fact, I'll say it for you. Microsoft Tech Support SUCKS.
To me, they are 2nd only behind eBay. Though required to call M$ for issues at work occasionally, in my personal computer world I've been doing this long enough to solve problems myself.
Ovation service is on a whole different level. |
|
| |
|
Joined:
March 2005
Posts: 5567
Location: Blue Ridge Mountains | Microsoft Tech Support SUCKS.
To me, they are 2nd only behind eBay. Sorry group, and while I have no doubt that you may have valid references, nobody sucks like DELL!!!!
Absolutely the worst I have ever dealt with in my life...I get nauseated just thinking about it...
10 years ago, they were the best...now, they suck tailpipes...Excuse me, the bile is backing up... |
|
| |
|
Joined:
February 2005
Posts: 11840
Location: closely held secret | You're right, Mike, I forgot them. I haven't bothered to call them in years.
Ok, eBay, then Dell, then m$... |
|
| |
|
Joined:
September 2003
Posts: 9301
Location: south east Michigan | There are a few good and alot bad.
I give very high marks to Comcast for my cable/internet/phone support. |
|
| |
|
Joined:
September 2006
Posts: 10777
Location: Keepin' It Weird in Portland, OR | Originally posted by The Wabbit Formerly Known As Waskel:
You're right, Mike, I forgot them. I haven't bothered to call them in years.
Ok, eBay, then Dell, then m$... AOL, eMachines, DeWalt, any Chinese TV manufacturer (emerson, rca, zenith, motorola, phillips, etc) |
|
| |
Ovation Customer Service