A Guitar And Gear Support Forum

Yeah, I said it, and I mean it too. Their one single goal in mind is not to satisfy the customer. That is not their single focus, and it does not drive everything they do. Those are meaningless words. A bunch of bull crap in fact.

On June 14th I posted this thread:

http://www.aguitarforum.net/viewtopic.p ... 81a#p29211

I had just ordered a Celestion Greenback from Sweetwater after I was alerted that they were back in stock. On June 16th my tracking info said my package was in town, on the truck, and out for delivery. The package never came. When I checked tracking it said that it couldn't be delivered because the address was incorrect. I knew that this wasn't true. Let me tell you something about whoever drives this FedEx route.

Not too long ago I had @andrewsrea wind me a set of Johnny Winter mini humbuckers for my Gibson Firebird. He had them delivered to me FedEx. I went through holy hell to get them. For two consecutive days the driver had them on his truck, yet failed to deliver them, saying on the tracking info that the attempt was made but the "business was closed." That was a a flat out lie. The shipping address is my residence, I work at home, I'm the only house at the end of a private road, and believe me, I know when anybody comes down here. I had to call FedEx, literally got hung up on, then finally managed to speak with somebody who somehow compelled the driver to drop the package in my mailbox the next morning. So I know that whoever drives the FedEx rout in my area is a first class lazy bum.

So I contact Sweetwater by phone, telling them that the address I gave them is correct (I triple and quadruple checked it on the order confirmation they sent me). The person I talk to suggest that maybe the label has been damaged and the driver can't read it. I ask him to please relay my proper address to FedEx, so that the driver can deliver my package the next day. I also inform him of my previous problems with FedEx, and that I do not trust the person who runs the delivery route in my area. He assures me that the person at Sweetwater who is in charge of shipping, and who has connections at FedEx, will take care of it. This person at Sweetwater sounded competent and reassuring, so I felt fairly confident that my package would be delivered the next day.

Next morning, Thursday the 17th, tracking info says once again that my package is on the truck for delivery. I wait all day and it doesn't come. When I check the tracking info it says once again that it couldn't be delivered because the address was incorrect.

I correspond with my Sweetwater salesman via email. He tells me that I will have to go pick the package up at an address he provides me, and that I will be required to have a government issued ID to enter that building. Now I don't have to tell a lot of you how busy I am as a working musician, and last week was particularly crazy for me. I had gigs all during the week and also shows scheduled for Friday, Saturday, and Sunday. The Friday and Sunday gigs were with new acts I'd be performing with for the first time and I had a voluminous amount of material to familiarize myself with and rehearse. Not to even mention the fact that I needed the Greenback I had ordered for said gigs. I did not have time to retrieve a package that a FedEx driver was too lazy to deliver. So I email back my Sweetwater rep, asserting that the FedEx driver is lying about not having my correct address, and I attach photos of three documents to prove this. The first is my Sweetwater confirmation order with my exact correct address. The second is a package I recently received from @tobijohn (sent USPS) with that same address. The third is a copy of my government issued ID (drivers license) with, yep, you guessed it, the exact same address. This is my correct address, I get all my mail here, including packages, and I have only ever had a problem in this regard with FedEx.

To tell you the truth, I was testing Sweetwater. I wanted to see what they would do for me. After all, they're the ones who make boasts like this about their service:


Please note the words and phrases, "Single goal in mind- to make a satisfied customer." "Focused on delivering the best possible service." "Count on reliable free shipping."

What, you may ask, could Sweetwater have done? I'll suggest just some of their options:

*They could have had whoever is in charge of their shipping department get on the phone with FedEx, tell them that they were paid to deliver this package to their customer, used the documentation I provided to prove the driver is lying about having the wrong address, and demand that they deliver said package.

*They could have offered me a discount for the extreme inconvenience of having to take time out of my hectic schedule, drive to the FedEx building, go through the hassle of showing my ID to get in, and retrieving my own package.

*They could have overnighted me another Celestion Greenback speaker by another carrier while they waited for FedEx to return the "undeliverable" one back to them.

Instead of offering any of these solutions they just cut me loose; they didn't even attempt to make me happy. So I asked for a prompt refund of my funds. I've still yet to check with my credit card to see if Sweetwater deducted the cost of shipping the "undeliverable" package back to themselves from my full refund. If they did, I will contact my credit card, tell them this entire story, and stop payment.

I know that Sweetwater has customers that make much bigger purchases than me, in the hundreds of thousands and probably millions. The new Gibson Les Paul Standard 50s I bought from them six months ago is small potatoes to them. Still, I'm a customer. But not anymore. I'm done with them for good after this experience.

What burns my azz is that shortly after pulling out of my driveway this morning I actually saw the FedEx delivery van that works my neighborhood. They know exactly where I live.

Maybe the fedeX guy is related to the mr DICtator guy

It's always tough to deal with delivery companies mishandling gear! I've not had a single one resolved by a phone call. Very frustrating.

bc rich wrote: ↑Wed Jun 23, 2021 6:15 pm Maybe the fedeX guy is related to the mr DICtator guy

Slacking has certainly become widespread.

BatUtilityBelt wrote: ↑Wed Jun 23, 2021 6:19 pm It's always tough to deal with delivery companies mishandling gear! I've not had a single one resolved by a phone call. Very frustrating.

True.

But don't you think Sweetwater could have done more to make sure that one little Greenback speaker arrived at my door? It made it's way all the way from Indiana to my little town in North Carolina, spent two days driving around in the delivery truck, and then went back to Indiana. All because it would take the driver five minutes out of his way to drive down my road, so he'd rather make up a lie. The worse part is, he got away with it.

Sweetwater paid FedEx to deliver that package to Sweetwater's customer. FedEx took the money, then refused to do the job. I was able to prove they were lying about it being undeliverable. Couldn't Sweetwater call them out on that and make something happen? Or is that not worth the time and effort? Meaning, I'm not worth the time and effort, being such a small account.

That's not how you treat a customer, any customer.

Not gonna lie, even as satire this seems over the top.

uwmcscott wrote: ↑Wed Jun 23, 2021 6:36 pm Not gonna lie, even as satire this seems over the top.

Satire? So exactly which parts of what I've written are you suggesting are not 100% factually true?

FedEx home delivery is the worst joke.

The contractors they hire are not always trustworthy unlike my UPS lady. She is the best.

They will deliver it to a home, just not always the right one.

I have mine held at a Walgreens ever since they decided the house with the same number on a cul-de-sac behind me on a road with same house number, but a different name is interchangeable with my address. It has happened at least half a dozen times that we get Breckenridge addressed FedEx, and they get Elkridge FedEx packages.

toomanycats wrote: ↑Wed Jun 23, 2021 6:39 pm

uwmcscott wrote: ↑Wed Jun 23, 2021 6:36 pm Not gonna lie, even as satire this seems over the top.

So which parts of what I've written are you suggesting are not 100% factually true?

I won't buy from Sweetwater for entirely different reason, but still.

I understand the frustration and here is the place, give me your garbage.

If it is true that a chain is only as strong as it's weakest link, and you have multiple chains and ropes, well there is gonna be problems.

Ima tell you a short story in the hopes that it relieves some stress.

About 15ish years ago I had a similar yet opposite problem with a company from the state of Phoenix (Phoenician believe they are the state.) Had a router go bad and because school contracts and grants I couldn't replace it. So the phone calls started and Mr. Phoenician wants to drop ship a router to me from routerville and drive over the next day to install it. Calmly explain "it won't be here tomorrow. Yes it will. No it won't. I just talked to Fedex and they assure me....No It Won't.
Didn't have any luxury hotels at the time, didn't even has decent hotels at the time. He really should have listened.
Unrelated to that, our FedEx and UPS folks are fricking awesome, USPS mostly too. Not trying to kick dirt but most of our folks are fantastic.

I've never cared for Sweetwater because they bug the crap out of you!
I prefer to be left alone rather than get fifteen phone calls from the vendor over a single order (without any problems!)

Sweetwater just called me. They're sending me a free Celestion Greenback via UPS.

So Sweetwater no longer sucks.

But FedEx . . . . boy do they suck!

Sweetwwater told me that FedEx tracking information on the first Greenback they sent, and which they rerouted back to Indiana, says it hasn't moved since Friday. It says it's still out for delivery here in North Carolina.

Glad to hear it! I knew they'd come through for you. I've bought a bunch of gear from Sweetwater over the years, and I've always gotten top-shelf service from them.

FedEx, on the other hand, is the bottom-tier of the shipping industry IMO.

Sounds like it will all work out in the end.

I have no major issue with Sweetwater. I've had several fantastic interactions. What I don't care for is the phone calls, but my rep isn't one to hound and I have the number in my phone so when they do call unexpectedly I let it hit voicemail.

That's good news! I've seen FedEx do that "package in 2 places" thing a few times. Infuriating!

Flatline wrote: ↑Wed Jun 23, 2021 8:28 pm Sounds like it will all work out in the end.

Yes, they did the right thing. My sales rep, who shall remain nameless, is a good dude.

Hey FedEx are the ones who misdelivered my girlfriends $1800 laptop when Asus sent it back from being repaired under warranty.

About a month of dealing with FedEx saying they were "investigating" or "handling it". I just gave up and contacted Asus, so they got on the horn with FedEx, and then back on the horn with me and said we're just sending the newer model, non-refurb and this time overnight UPS with a signature required.
FedEx much like my local usps just has a knack for hiring the dumbest, laziest, shittiest people I've ever had the displeasure of having to deal with. I feel for you man.

Sweetwater usually makes stuff right by the end of the story, or at least they try. I'm sure my sales rep has changed a few times, but in my experience they've always gone above and beyond or just thrown out discounts for talking to them.

wait....I'm first now getting to the party...

Sweetwater company - Suck or no suck
Sweetwater rep - Suck or no suck
Fed Ex company - Suck or no suck
The Fed Ex driver - suck or no suck
UPS - Suck or no suck


And the BEST customer service rant was @Perfect Stranger 's about a string company. That was a top 15 post IMO.

FedEx is possibly the worst company in the history of companies. My wife used to do one of those multi-tiered sales scams things (think Tupperware, Mary Kay, that kind of crap). She never cared for selling it, just wanted the discounts on the products for herself. She placed an oder, said it would be here last Friday no later than 8 pm, via FedEx. She waited all day for the package to come. Friday night, around 7 or 8, the FedEx truck pulls up in our drive way. Driver sits there for a few minutes, and leaves. No package. Tracking still says delivery by end of the day Friday. Saturday comes. No package, tracking still says it will arrive by 8 pm on the 18th. Of course Sunday comes, no package, but then Monday comes, no package. Tracking says it has been rerouted to another FedEx location, which is over an hour away. No date for redelivery given. Out of the blue on Tuesday, the package shows up.

I sold my original roof to my Vette right after I bought the clear top. Package was going to South Dakota. It leaves Atlanta, makes it to Chicago. Then it goes about an hour SOUTH of Chicago to some little town you've never heard of. Stays there for a couple days. Then it goes BACK to Chicago for a couple days. A few days later, it goes to a second little town no one has ever heard of, this time about 45 minutes SOUTH of Chicago. Then it just disappears for a few days, no tracking updates, nothing. How could they lose this GIGANTIC box? The package was at least 5 feet wide by 2 feet deep, by over 4 feet tall, bigger than most of their drivers probably. Then it comes back to Atlanta!!!!!Then about 2 weeks later, it shows up in South Dakota at the right location. FedEX SUCKS!!!

Glad it worked out for you (or is working out for you)!

I've spoken to my sales engineer at Sweetwater and determined he is a person I trust. Yeah, he goes out of his way to make sure I am happy, like I believe they are trained to their company mantra. However I once had a question to him regarding the difference between the versions of Melodyne (pitch correction software) and I knew he was a user of said application. He listened to my question and instead of speculating, he said: "Gee - i don't know - let me investigate." He did and got back to me with the right answers.

I cannot tell you how many music sales people in the big stores have given me a bogus answer to keep the appearance of being an expert. Real experts and people who are genuinely looking out for your interest, will quickly admit to what they do and don't know. That is how my 'engineer' won me over.

I used to use Sweetwater for most everything I couldn't get from Music City Asheville one of our local brick and mortar music stores but had a bad experience they didn't resolve to my satisfaction. The drawing card for me was there website informative and so well done made it an easy to decide. I now use AMS but there website sucks IMO so now I use SW's website to decide and order from AMS.
As far as FedEx I'll just say I use UPS when I need to ship something but I still think they're better than the USPS.

Oddly enough, I just had Sweetwater ship me something by Fedex. It was supposed to be delivered yesterday, but I was out all day.

Now, whenever I'm home, the doorbell rings five times a day for what turn out to be packages for my neighbors (I live in an apartment building). But when I'm out, of course none of my neighbors are around to accept it.

thepezident wrote: ↑Thu Jun 24, 2021 9:14 am wait....I'm first now getting to the party...

Sweetwater company - Suck or no suck
Sweetwater rep - Suck or no suck
Fed Ex company - Suck or no suck
The Fed Ex driver - suck or no suck
UPS - Suck or no suck

And the BEST customer service rant was @Perfect Stranger 's about a string company. That was a top 15 post IMO.

Glad I was the best at something, even if it was silly and stupid, and I got dragged by everyone on here....

My Celestion Greenback just arrived. The UPS man looked puzzled when I greeted him like a long lost cast away on a deserted island welcoming a boat that just came ashore. I'll have that speaker in my Blackstar Studio 10 6L6 and ready for my gig tonight before you can finish a bag of Tootsie Rolls, Smarties, Atomic Fireballs, and Bit-O-Honey.

So to sum up:

Sweetwater = Good
UPS = Good
FedEx = Bad


Oh, and tonight's gig where I'll begin breaking that Greenback in, at least for a few hours:

Something else noteworthy: This Celestion Greenback is "Made in U.K." I had read that Celestion production was moving back to England. Apparently this is true.

How much you wanna bet some people are going to start charging more for the older Chinese ones, claiming they are better.

Sent from my SM-G998U using Tapatalk