New arrival - damaged...

DonalN

Just got the new guitar in the last hour.

Unfortunately, there's some damge to the top of it. Looks like it got a bang before shipping.

Any experience with thomann returns?

Neo#

Oh man that sucks. Nice guitar. You could sent it back in the box it came with. Im sure it would be up to them to pay for it. There is some info up on the site about that.

DonalN

yea - it was a real downer allright - I was like a kid on xmas day...then I saw the damage - I know it's only a small cosmetic thing, but all the same, it's going to have to be replaced.

I've emailed thomann, so just waiting on reply. I don't know, do I send it regular post, or DHL or what? If regular post, do I pay and they reimburse...I dunno, just guessing. I'm sure they'll let me know. I never had to return anything before.

Voodu Child

Thats nasty... FWIW, ive seen a lot of similar accidents over the years. I even saw pics of a JS1000 shipped in a harcase, the guitar was pretty much snapped in two, with no damage to the hardcase at all.

Thomann shipped me some crap i didn't buy before, and i needed to send it back, the procedure should be pretty much the same. They'll organize a collection, just have the guitar ready to go and somebody will call and pick it up.

I'd also ring them if you're in a rush. They seem to be perpetually 2 days behind their emails.

DonalN

thanks...

I didn't know they got someone to collect it...that's handy...

I suppose normal business is that they don't send a replacement until the get this one back to the warehouse?

vengeance52

thats really nasty. The time i ordered my scheter, i opened the package and spent about 15mins look for signs of damage. lucky there was none.

bombidol

Another schecter man, good taste
Downer on the Strat man, send it back straight away. tell them you need the replacement asap and see if they will throw in a couple of new cables or something.

Patricide

i got me a wrong pedal sent by thomann once, they sent a van to take the wrong pedal off me and a few weeks later a delivery van pulled up with both the wrong pedal and the right pedal.

A freind of mine also got sent two marshall avt's by mistake and they only charged the credit card for one. So who knows you might get lucky enough to end up with two strats, although it is hugly unlikely to happen.

crosstownk

I've had a similar incident with an item I ordered recently. If you signed for it then you're going to have an uphill struggle. Email them at customerservice@thomann.de as soon as possible.

I got it sorted because I didn't sign for it - someone else signed for it on my behalf (with no proof of authorisation) which places the responsibility back with the courier.

I find Thomann's customer service to be quite slow and inadequate. I'd be reluctant to order from them again based on my recent experience.

crosstownk

voodoo_child wrote:

They seem to be perpetually 2 days behind their emails.

In my experience, it's more like a week behind.

dbs_sailor

give it another bump on the bottom to match??

-=al=-

last few times i used em they didnt even reply to my emails!


they dont seem to be as efficient as they used too

Johnny Storm

Delay they might, but I don't see how they can do anything other than refund or replace, eventually.
Let us know how it turns out please.
Did you get any photos of the outside of the box before you opened it?

Doctor J

Johnny Storm wrote:

Delay they might

Ooh someone's been watching Star Wars, eh?

Patricide

yup gotta agree thomann = poopy customer service..

Johnny Storm

Doctor J wrote:

Ooh someone's been watching Star Wars, eh?

You don't know the half of it

DonalN

Feic'in hell! All these comments are making me feel a whole lot better !! Lol !!

Hopefully my experience with their customer service / returns / replacement process will go a bit smoother. I'll keep ye informed...

I've sent them an e-mail (yesterday), no reply yet. If i get no reply tomorrow,....I'm going to call them.

DonalN

well, it's been almost a week now.

I hadn't got any reply to my e-mail other than one then sent saying they were forwarding it onto their customer service folks.

So I rang them today, got through after many attempts, and after i gave the guy the order number, he said he was just after seeing my mail now, and the pic of the damage etc. He said he'd send a mail with the the details I'd need. and then I get a mail saying they have a backlog of mails and will get to it in turn. So it looks like I just have to wait. pain in the arse. Only good thing is that they said the whole 30-day return thingy isn't affected.....of course, this means it could go on longer!!..Ahhhhh

damomeasa

i had a similar experience with thomann.. they make you send them pics of the damage and photos of a signed (by you) statement basically saying that you will not sue for the damages. all worked out for me in the end but it took FOREVER and their level of contact and communication with me was abysmal. if you want it sorted soon, i would suggest ringing them daily until you're happy that the situation is sorted.

Voodu Child

Yeah, just stick with it and keep at them.

It's unfortunate that it takes a lot of hassle to get it sorted. Their prices are usually very good, and crappy customer service is the flip side of the coin. I've had my share of problems with them, but i'll probably still use them so long as they are cheapest. You pays your money and takes your choice

It's easy to say keep ringing them every day (it's what i'd do), but long calls to Germany aren't ideal when it's them who are responsible to fix the problem. Ah well, it'll get sorted eventually. Hard luck

Johnny Storm

damomeasa wrote:

...they make you send them .....a signed (by you) statement basically saying that you will not sue for the damages. ...

WTF?!?!?:eek:

Anyhow, DonalN, Good luck with the whole process.
I'd be interested to know how long it takes from you notifying them of the damage to you receiving the replacement goods.

DonalN

I'll keep ye updated. The only consolation is that I can play away on this one until the let me know when they can pick it up....

damomeasa

Johnny Storm wrote:

WTF?!?!?:eek:

i think its for them to show the shipping company, b/c thomann will try and claim the damages from them, and it's supposed to show that you as an individual won't also try and claim from them.

Johnny Storm

damomeasa wrote:

i think its for them to show the shipping company, b/c thomann will try and claim the damages from them, and it's supposed to show that you as an individual won't also try and claim from them.

Thanks.
Whatever happened to "the customer is always right"? :rolleyes:
Per Thomann's website you can send anything back for NO reason within 30 days. Has anyone ever tried that?

DonalN

update:

so, i got a mail off them on Tuesday (over 2 weeks since I first reported the damage).

they wanted ME to contact the courier, even travel to the depot with the damaged guitar so they could do up a damage report.

THey also said that if the courier wouldn't cooperate, to take pics of the packaging and damage and send it onto thomann. Which is exactly what I did.

I also had to sign a statement giving up my right to claim damages with the courier.

Geez...I just want a replacement....this is taking bloody ages..

Dord

Thats poxy! :mad:

LundiMardi

Personally, i would have sent back the guitar straight away. Payed the courier myself and made sure i got a receipt.

Send thomann an email saying the guitar is enroute back to them and that you expect a replacement ASAP and also a refund for the postage (include scanned pic of postage receipt). If they refused to do this then i'd expect a full refund incl postage.

I would have included a copy of the email with the package and all relevant information.

Of course that's just me.

red_ice

DonalN wrote:

Any experience with thomann returns?

ive been trying to return an item for the last 4 months.. They have only given in on friday - they are absolute ****.

The Freeman

jesus christ i have been hearing terrible things about thomann customer care the last few months, they were getting golden reports before that, all i can think of is new management or shareholders, either way complete b**l**** imo:-(

DonalN

ok - latest update...

Finally got an email off them about organising a pickup with UPS, sometime in the next 2 weeks!!!...

I better pack it away - it's getting a bit of a 'played' look about it!!

LegacyUser

DonalN, you are very patient!

fish-head

Jeeeeeesus. I winced when I saw that.. Cripes.

Yeah, the only experience I've had with Thomann has been a bad one.

Fingers Mcginty

That's one of the downsides of ordering on the web. I too have heard horror stories regarding Thomann. Have to say i won't be as eager to order from them in the future.

DonalN

Ok - It's almost a month from the day I received the guitar and I've finally handed it over to UPS today to have it returned. Granted, I did receive the return details (UPS number etc) from Thomann last Friday, but I was away, so could only drop it off today. I could have organised a collection, but I would have had to be at home between 9am and 5pm, and on a day like today, who wants to hanging around at home! So i took a spin out to Finglas (nearest UPS dropoff point), got a bit lost, but eventually found it and it's now on it's way back..

Just wondering now how long it will take to get the replacement!

I just wanna play guitar!!!!:(

DonalN

the saga continues - - I got a txt off them on Saturday saying the replacement had shipped...and I'm just after checking my account for the tracking number. My invoice address is Galway and the delivery address for the original parcel was Kildare. Guess what they've done - shipped the replacement to Galway!!!!...

LegacyUser

At this point, aren't you fed up enough? If I was you I would send them a registered letter telling them that you want a full refund due to their incompetence. You have been very patient up until now.
Tell them if you do not either receive a replacement to Kildare or a full refund 15 days from the reciept of the registered letter, that you will pursue legally.

On the letter, include a "cc- My solicitors name and address" and in addition "cc- My bank and my banks address".

I wouldn't stand for that sort of treatment at all.

-=al=-

ah u just gota laugh at this stage

DonalN

ok folks - just to let ye know - I've got the replacement !!! Finally!!..and she's sweet as a nut - and no damage this time!!!..

So 6 weeks it took, from when I got the original item, notified them of the damage, to receiving the replacement. What a crappy customer service.

Voodu Child

6 weeks isnt great at all, but all's well that ends well.

-=al=-

unless you die

crosstownk

6 weeks - not bad. I had to go through the same with a damaged speaker and it took 10 weeks. From the time that the speaker was collected to the replacement arriving was less than 2 weeks.

Such hassle. I'll be bearing it mind when it comes to my next purchase.