Thoughts on Heritage customer service?

[Keith7940236]

Every time I have called Heritage and spoken to either Ren or Marv they have been very helpful. It's funny when I ask a question that Ren has to ask someone else about, instead of saying "hang on" he always says "hang loose".

[High Flying Bird]

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

 

Like this?

 

[PunkKitty]

Yup.

[HANGAR18]

That's awesome! hahahaha

[mark555]

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.

I think you have made some good points in this thread.

[drewzee87t]

Was on a vaca for a couple weeks. I am going to just leave it for now, consider it character. The guitar bindings and other stuff have been mellowing nicely. Maybe I will get it fixed someday. I think I will just keep an eye out for a better case and put a Gibson in the foam wonder. I can understand them not being particularly interested in a customers gripes about a 13 year old guitar and the blame is certainly impossible to pinpoint precisely. Thanks for the thoughts on the subject.