History With Thomann Customer Service.

[Lamf77]

So I ordered a new...or I thought new....DC 600 last week. So much for 2 day shipping, it arrived today a week later.
While I was waiting for it to arrive, the very guitar I just ordered went on sale for 25% off.

Well it came today and structurally is fine...however the strings seem old and much of the hardware looks aged or corroded. Most noticably on the humbucker pickup screws, the neck pup is void of any gold. While strickly cosmetic and not real biggie....I wonder if I paid for a new guitar but actually got a b-stock. It does not looks brand spankin' new and shiny.

So I contacted Thomann to plead my case regarding the condition of the guitar and the new sale price. What gets me is when I first ordered my card was declined due the overseas charges. I contacted Thomann to make sure the order was indeed cancelled so I would not end up with 2 guitars. Ya thing she could have said hold off a few days and save yourself $30. The issues are not terrible, but definitely a "not what I paid for" situation.

Oh well...just wondering if anyone has had any history with Thomann and if they are reasonable to deal with? I appreciate any help or suggestions.

Thanks!

Here are few pictures although there are more....looks worse in person....lol. The neck pup screws are black, the bridge has weird corrosion....strap pins too.

[sabasgr68]

So I ordered a new...or I thought new....DC 600 last week. So much for 2 day shipping, it arrived today a week later.
While I was waiting for it to arrive, the very guitar I just ordered went on sale for 25% off.

Well it came today and structurally is fine...however the strings seem old and much of the hardware looks aged or corroded. Most noticably on the humbucker pickup screws, the neck pup is void of any gold. While strickly cosmetic and not real biggie....I wonder if I paid for a new guitar but actually got a b-stock. It does not looks brand spankin' new and shiny.

So I contacted Thomann to plead my case regarding the condition of the guitar and the new sale price. What gets me is when I first ordered my card was declined due the overseas charges. I contacted Thomann to make sure the order was indeed cancelled so I would not end up with 2 guitars. Ya thing she could have said hold off a few days and save yourself $30. The issues are not terrible, but definitely a "not what I paid for" situation.

Oh well...just wondering if anyone has had any history with Thomann and if they are reasonable to deal with? I appreciate any help or suggestions.

Thanks!

Here are few pictures although there are more....looks worse in person....lol. The neck pup screws are black, the bridge has weird corrosion....strap pins too.

Well, Mike, like you say, 'the issues are not terrible, but definitely a "not what I paid for" situation'. I know I´d feel annoyed to say the least, even if the guitar plays as it should - have you tried it, btw? -.

Maybe ask them to compensate with at least that 25% discount?

Let´s see what others have to say about they being "reasonable to deal with".

What is true is that you should not have been charged with a "new guitar" price.

[BatUtilityBelt]

That is some bizarrely tarnished stuff. If it was just the strap button, I'd be glad to just have noticed it and replace it before trusting it. But those pickups are a whole other story. I don't blame you for being suspicious of maybe getting a previous return instead of the new guitar you expected.

Regarding their customer service, I know of no worse company to deal with from my own experience. Thomann literally gave me a runaround for several months over returning a CST-24 with a twisted neck. I won't buy anything from them anymore after that fiasco. I'm pretty sure they did all they could to not give me a refund, but I did finally get my money back following one ridiculous scenario after another. I hope you fare better.

[Lamf77]

Well I'll give them to Monday, and then it's time to contact the credit card company. Would really bums me is when I first bought the guitar last week it was a total impulse when I pressed purchase. And my card did not go through because it was an international purchase and it was denied right away. But then I got another email that said it was okay. So I didn't know if the order went through or not. So I contacted their customer service just to confirm that the order was indeed canceled and she said yes. You can go ahead and reorder. But she easily could have said is. Won't you wait another 48 hours and you'll get 25% off but no she did not. I plan on swapping out the pickups anyway and changing a few screws is no big deal. It's just the principal that matters. I probably won't buy from them again either unless this comes out to my advantage.

[toomanycats]

AGF BLAST FROM THE PAST from AUGUST 31st, 2015

[Lamf77]

AGF BLAST FROM THE PAST from AUGUST 31st, 2015


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Ha...small to read...but thanks! They matched the sale price and promised to refund my Visa $44. Now just waiting for it to go through. If not...I have emails from them to send to the CC Co. showing they promised the refund. So they honored the sale price, but refused acknowledge a b-Stock guitar. I have 3 of Tim's Buddha's looking for a home...so tarnished pickups are not a huge. Not sure if I will order again from them considering the prohibitive shipping fee...then again...this sale is pretty good...lol.

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