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Joined:
July 2004
Posts: 766
Location: New Hampsha | I just got an envelope in the mail from John Budny, who works in Ovation Customer service. He hunted through his inventory to find a likely candidate to replace a broken pickup switch on my guitar. Ovation didn't have the exact replacement, but he found TWO likely candidates and sent them to me in hopes that one might work - all at no charge!
Before you "other brand" guys say "so what", consider that the guitar in question is 37 years old, the model has been discontinued since the early 70's, and I'm NOT the original owner!
I'm a Quality Director (who tries hard to play the guitar) and this astonished me - this defines great customer service, long after the sale has been made. Will I buy another? Absolutely!
A very public thanks to John Budny and Ovation Customer Service! |
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Joined:
August 2003
Posts: 4619
Location: SoCal | John and Kim are the two main reasons that I have confidence enough to gather up the old ones while continuing to support their profit sharing plan by buying new.
At least they should have a profit sharing plan...
All of the staff at Ovation & Hamer Customer Service understand "service". |
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Joined:
December 2004
Posts: 4394
Location: East Tennessee | Tony,
Amen. :cool: |
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Joined:
June 2002
Posts: 863
Location: Central Florida | Yup, they're awesome! :) |
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Joined:
February 2005
Posts: 11840
Location: closely held secret | I can vouch for that as well. |
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Joined:
February 2003
Posts: 398
Location: Gig Harbor, Washington | Mega Dittos from me as well...I call Kim my O' parts Sugar Daddy - he is sooo good to me!
He's forever going the extra mile to find some obscure part to help me fix some old discontinued re-tread...if fact - I (with Mr. Woody's grrreat help!) am fabin' up a couple NOS Preachers (one Stereo & one DeLuxe) neither of which would have been possible without Kim's tireless efforts to help find the impossible!
Three cheers (and another round o' Ales) for the mighty fine folks at the MotherShip!!!
Peace, Love & Roundbacks
~p.s. hey, mitzdawg - if the switch doesn't work, short me a picture and i'll sort through my O' boneyard! |
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Joined:
May 2005
Posts: 486
Location: North Carolina | This is good to know. One of my electrics is a Godin which I bought new just over a year ago. I had a question, not a problem, but it took them forever to respond to my e-mail. I could read the indifference between the lines in their response. |
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Joined:
August 2005
Posts: 22
Location: Ky | I recently came accross a '82 Country Artist that was missing one of the pins that holds the bridge in place. I figured I would never find one, and was going to juryrig something. After reading you guys' comments about Kim Keller, I contacted him to see if he could help. He immediately sent one out, no charge! I'm a believer! --I think I'll go out and buy 3 or 4 more Ovations for what I just sold my Taylor for. |
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Joined:
February 2004
Posts: 2487
| Customer Service never mattered to me when I was young.
There are some things that you learn during a lifetime. This is one of the biggies!
My story is different. Am have been waiting for something to happen to one of my guitars but the fact is they have been hauled to the beaches all over upstate NY. They have been borrowed by friends on several occasions. Survived drunken parties. They have been gigged. They have been thrown in the back seat of cars and forgotten in the cold, cold northern winter for several hours. I have not had one single problem with any of my guitars. I do care for them but it is the guitars that are self maintaining it is not my care. I am way to busy and use them way to much to be anal about constant care.
The best thing I have done for them is to put a small humidifyer in the little music room they are in now. It does get awful dry in the wonter here.
But it's nice to know the factory is just waiting for me to have a problem. !
Randy |
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Joined:
May 2005
Posts: 19
Location: Texas | I thought I would add another confirmation. A few months ago, I decided to add a strap button to my '72 Balladeer. It took awhile to explain why, since they have been standard for quite awhile ... and keep in mind that this guitar is older than the person I was speaking with. He did some research, called back as promised, and said he would send me the button and molly-bolt assembly I would need. Then he changed his mind, and said he would send two in case I messed one up!
Three days later, they were received as promised, at no charge. I think it's the first time in 20 years anyone has sent me something for free in the name of service! It definitely makes an impression. |
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Ovation Customer Service, Outstanding!
