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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. |
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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 |
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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 !! |
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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. |
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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?? |
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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: |
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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". |
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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, |
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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. |
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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. |
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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? |
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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? |
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Joined:
March 2009
Posts: 416
Location: On the Coast - Halfway between SF & OR | sorry for the double posting. don't know why that occurred. |
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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. |
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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... |
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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$... |
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Joined:
September 2003
Posts: 9301
Location: south east Michigan | There are a few good and alot bad.
I give very high marks to Comcast for my cable/internet/phone support. |
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Joined:
September 2006
Posts: 10777
Location: Keepin' It Weird in Portland, OR | Originally posted by The Wabbit Formerly Known As Waskel:
You're right, Mike, I forgot them. I haven't bothered to call them in years.
Ok, eBay, then Dell, then m$... AOL, eMachines, DeWalt, any Chinese TV manufacturer (emerson, rca, zenith, motorola, phillips, etc) |
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Ovation Customer Service
