Thoughts on Heritage customer service?

[High Flying Bird]

"... after they stick me in the pine box (or maybe a canvas case)."

 

Hahahaha.........

[Gitfiddler]

 

"... after they stick me in the pine box (or maybe a canvas case)."

 

Hahahaha.........

 

 

HEY, GREAT IDEA! CAN I BUY ONE OF THOSE FANCY HERITAGE CASES...ABOUT 6'3" LONG PLEASE.

[HANGAR18]

The people at the factory are really great people.

Computers and email are not their thing.

Keep in mind that everywhere else in the world, customers talk to dealers only and it is an extraordinarily rare thing with Heritage that a customer can call the factory directly and someone might actually answer the phone. Since they don't have a customer service department, so to speak, anyone who does answer the phone is likely going to have to stop working on someone's guitar in order to do it. Can you imaging me calling the Ford factory production line to ask one of the truck builders a question about the engine in my truck?

I'm sure your situation will get resolved but patience is a virtue.

[MartyGrass]

The people at the factory are really great people.

Computers and email are not their thing.

Keep in mind that everywhere else in the world, customers talk to dealers only and it is an extraordinarily rare thing with Heritage that a customer can call the factory directly and someone might actually answer the phone. Since they don't have a customer service department, so to speak, anyone who does answer the phone is likely going to have to stop working on someone's guitar in order to do it. Can you imaging me calling the Ford factory production line to ask one of the truck builders a question about the engine in my truck?

,

 

 

Bad analogy. If you got an assembly line worker on the phone, chances are slim he or she could explain how a modern engine works, let alone troubleshoot it. Most of the guys at Heritage can troubleshoot guitars masterfully.

[HANGAR18]

Sorry.

[MartyGrass]

Sorry.

Your point is well taken about Ford in general. Cars are very complex and much of the line has been replaced with mindless robots. Many of the remaining humans are in Central America and have no depth of understanding of cars, and commonly don't even own them.

 

The world is a different place now. But at least the robots are sober.

[bolero]

"The world is a different place now. But at least the robots are sober."

 

 

haha...

 

funny my millie has that same foam/canvas case & the FRONT of the headstock has this weird wrinkled effect on the finish in a couple spots, I wonder if that's what it's from?

[Guest HRB853370]

Foam cannot be good for the finish of a guitar, it just cannot be!

[Guest HRB853370]

The people at the factory are really great people.

Computers and email are not their thing.

Keep in mind that everywhere else in the world, customers talk to dealers only and it is an extraordinarily rare thing with Heritage that a customer can call the factory directly and someone might actually answer the phone. Since they don't have a customer service department, so to speak, anyone who does answer the phone is likely going to have to stop working on someone's guitar in order to do it. Can you imaging me calling the Ford factory production line to ask one of the truck builders a question about the engine in my truck?

I'm sure your situation will get resolved but patience is a virtue.

I kind of disagree with you Hangar. Vince doesn't work on guitars so why is it he cannot provide some level of support? I know Ren does final setups and inspection, etc, but when you call Heritage, he is the guy who usually answers. I have never had the impression when I call that I was taking him off the production line. Every company has its weaknesses, like them or not.

[MartyGrass]

I kind of disagree with you Hangar. Vince doesn't work on guitars so why is it he cannot provide some level of support? I know Ren does final setups and inspection, etc, but when you call Heritage, he is the guy who usually answers. I have never had the impression when I call that I was taking him off the production line. Every company has its weaknesses, like them or not.

 

Vince isn't there full time. He has a law practice.

[Guest HRB853370]

Vince isn't there full time. He has a law practice.

I realize he splits his time between both ventures Mark.

[HANGAR18]

I just thought that it's got to be difficult to get someone on the phone during the work day who can handle any possible issue which might come up when they are a relatively small outfit. That is the only point I was trying to make.

 

The opinions I expressed are just that and nothing more. I personally don't have any expectation that someone will answer the phone if I call the factory. That's just me. Clearly others have different expectations. The last time I called the factory, someone did answer the phone and I had a very pleasant conversation. Other times I have called or emailed, I didn't always get a reply or someone on the phone. That doesn't bother me because I don't have any unresolved issues at present. Everything eventually got taken care of and I am a happy customer.

 

My modus operandi is to only call the factory if my inquiry pertains to something that a dealer, or this forum can't handle for whatever reason.

That's just me. I don't want to feel like I'm bugging them unless I've exhausted all other resources first.

I'm not saying I'm right, just putting in my 2 cents worth.

[smurph1]

I, too, have dealt with the infamous one-line email responses, and know exactly how you feel. Kidsmoke is correct--the employees are builders, not techies.

 

They seem to respond better with a telephone call--why don't you give that a try?

Just an old Hillbilly talkin here..But T-steel has hit onto something..Why not give them a jingle..?

[koula901]

Brent, you're supposed to be on the wagon, aren't you?

 

He hasn't been showing up to the meetings.

[koula901]

when I custom-ordered my guitar a couple of years ago, I always got adequate and polite answers to my question, whenever I got someone on the phone. Word of caution: don't call when NAMM is happening.

[Spectrum13]

Ren has been working there since 1960 and forgot more than most builders ever learned. Take his short answers with a grain of salt cause he very personable in person. After working custom orders for over 50 years I would rather deal with him on a bad day than a super polite customer service rep that feeds you a line of crap. Anyone can give good phone, few have Ren's experience and will share that knowledge for free.

[Guest HRB853370]

Ren has been working there since 1960 and forgot more than most builders ever learned. Take his short answers with a grain of salt cause he very personable in person. After working custom orders for over 50 years I would rather deal with him on a bad day than a super polite customer service rep that feeds you a line of crap. Anyone can give good phone, few have Ren's experience and will share that knowledge for free.

[PunkKitty]

I guess I'll find out how Heritage customer service is.

 

When I got my 150P, the cover for the switch cavity was missing. I sent an email to Heritage and asked if they could help me. A few days later they responded with "ADDRESS PLEASE" (all in caps). I responded with my address and didn't hear back from them.

 

I called them on Monday and spoke to Bill. We had a nice chat and he explained that he would send me one for $10. I said okay and that I looked forward to seeing him and the rest of the crew again at PSP VI. I sent them a note and a check for $13 to cover the cover and shipping. I'll see if they respond.

[High Flying Bird]

Before the HOC existed a buddy lost a roller from a Schaller bridge. I called Heritage and axed Ren where I could order a roller from. He sent me a bridge and 4 or 5 rollers... no cost. I was driving to Stevenson, AL. to look at the eagles.

 

A year or two later I called them again to ask about an acoustic. Ren said to get it. I got it. This time I was also on the way to see the eagles.

 

At PSP2 I saw Ren get Big Bob's ass for having a "Fender" case in the factory. Yankees are sometimes short by southern standards. Heritage is old school. Computers are tough for them. They don't need them. If you have a perfectly good phone......

[rockabilly69]

The card that came with my H150 was wrong, and I never got a wrench with my Tonepros bridge, I called the factory

and a few days later I got the stuff in the mail.

[big bob]

Before the HOC existed a buddy lost a roller from a Schaller bridge. I called Heritage and axed Ren where I could order a roller from. He sent me a bridge and 4 or 5 rollers... no cost. I was driving to Stevenson, AL. to look at the eagles.

 

A year or two later I called them again to ask about an acoustic. Ren said to get it. I got it. This time I was also on the way to see the eagles.

 

At PSP2 I saw Ren get Big Bob's ass for having a "Fender" case in the factory. Yankees are sometimes short by southern standards. Heritage is old school. Computers are tough for them. They don't need them. If you have a perfectly good phone......

First off it not a fender case, it a heritage case with a 7 drawn on it. Lucky number 7, for my lucky 575.

I had a similar Ren Wall experience. I called Heritage, this was pre HOC and described a problem I was having with one of my pups sinking on one side as I played. He asked for my address and shipped me out all the parts I needed to fit it.

[MartyGrass]

It is fair to say that customer service is not conventional 2013 WalMart style. There is no special customer service desk and rep.

 

Calling is better than emailing. Call early, before 8 AM Eastern if possible. Know exactly what your question or request is and spit it out. Ask whom you are talking to, what to expect and when. Write this down and save it. You may have to follow up, and this info is helpful then.

 

Be respectful of their time. They get whiny calls all the time. I've heard them come in.

[PunkKitty]

I guess I'll find out how Heritage customer service is.

 

When I got my 150P, the cover for the switch cavity was missing. I sent an email to Heritage and asked if they could help me. A few days later they responded with "ADDRESS PLEASE" (all in caps). I responded with my address and didn't hear back from them.

 

I called them on Monday and spoke to Bill. We had a nice chat and he explained that he would send me one for $10. I said okay and that I looked forward to seeing him and the rest of the crew again at PSP VI. I sent them a note and a check for $13 to cover the cover and shipping. I'll see if they respond.

It took about 10 days but I got the cover in the mail today - with $1.15 postage due. But it fits perfectly. So all is good.

[Guest HRB853370]

It took about 10 days but I got the cover in the mail today - with $1.15 postage due. But it fits perfectly. So all is good.

Postage due? LOL! Do an installment plan!!

[PunkKitty]

The printing on the address label looks like a third grader printed it.