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Posts: 580
Location: NW NJ | OK - so I buy a new red 1778T from Sigler Music in Arkansas. The guitar arrives and it plays like a dream BUT ... the finish is -- well -- splotchy - just not even. So I give Mr. Budny a call at the mothership and he says "Send it in - we'll take care of it". SO, now I decide to go for broke and say, "You know, that OP30 and Thinline pickup just don't cut it compared to the OP-Pro and OPP - too quacky and the volume pot just isn't right. Can you fix that too?". he said "Sure" and gave me a price (VERY REASONABLE) to change out the electronics. I sent the guitar the next day. That was a week ago. UPS came yesterday (wasn't there a holiday in there somewhere??). The red finish is fixed and the OP-Pro/OPP makes the instrument sound unbelievable plugged in. Acoustically, it is probably my favorite O - big and smooth and full.
I don't know how the mothership repair guys do it. Amazing turnaround, amazing love for their instruments and their craft, and amazing care for their customers. We've said it time and again on this board that they are unequivocally the best in the business. I just wanted to say it again - you guys are unbelievable! Thank you, thank you, thank you! :) :D :cool: |
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June 2002
Posts: 6197
Location: Phoenix AZ | I think we are starting to see this trend play out much more frequently. The job of the production line is to make it good enough so someone will buy it. The job of the service department is to make it perfect so someone will love it. Dave |
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April 2004
Posts: 13303
Location: Latitude 39.56819, Longitude -105.080066 | Dave, that was very well said.
Their marketing department should send you a new guitar in exchange for use of that slogan. |
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June 2002
Posts: 6197
Location: Phoenix AZ | Now THAT is a great idea. Dave |
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June 2003
Posts: 1792
Location: Rego Park, NY, | The Mothership service department should use this variation of their company slogan.
"Ovation Send It In" |
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March 2002
Posts: 14842
Location: NJ | ". . The job of the production line is to make it good enough so someone will buy it. The job of the service department is to make it perfect so someone will love it . ."
- somewhat of a "BackHanded Compliment" if you really think about it . . . |
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June 2002
Posts: 6197
Location: Phoenix AZ | Cliff, I understand what you mean, but that's not how I meant it at all. My company is in the same boat, although a far different industry. The QA standard for production versions is X. 99% of the time this is just fine. For the 1% that require something "perfect" we can do it. In the end everyone is happy - the 99% who don't care and the 1% who have gotten TLC. The economics dictate that it's more effctive to go this route that to impliment the TLC on all 100%. Dave
PS - I still expect the free guitar. |
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September 2004
Posts: 1180
Location: Vermont USA | ". . The job of the production line is to make it good enough so someone will buy it. The job of the service department is to make it perfect so someone will love it . ."
Let me try The job of the production line is to make it so someone will fall in love with it. The job of the service is to keep it that way.
Hows that
Pauly |
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June 2002
Posts: 6197
Location: Phoenix AZ | And that's why some guitars cost $5000. and up.
I don't fault the factory at all. I think they do a great job. The rare instances that require some fix up are normal and happen to all other guitar brands as well.
Quality of Ovation products is not an issue. And in the rare case that it is, the service department takes care of it.
Dave |
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July 2002
Posts: 1900
| Anyone ever have the O' factory personally make them a special/custom order instrument, built to desired specs/tolerances/finishes/etc...the whole nine yards?..after all the internet searching and ebay shopping, I think I could just as well spend a couple of months wages and get what I really want..
Steve |
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October 2002
Posts: 153
Location: Huntington Beach, CA | What happened to the saying "you only get one chance to make a first impression"? There may be many of the 99% that do "care" but don't think that sending the guitar back to the factory will net them anything but "more of the same".
Just for the sake of argument, does Ovation publish any statistics regarding customer satisfaction, percent returns, etc.? |
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June 2002
Posts: 6197
Location: Phoenix AZ | Guitars are built with lots of natural materials and a lot of hand labor = there will be some variation in perceived quality by the buyer. All in all, Ovation does a GREAT job. |
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January 2002
Posts: 14127
Location: 6 String Ranch | The quality coming out of the factory is probably at an all time high. You stated it well in the last post Standingman. (not to be confused with standing hampton) |
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