|
Contact Policy Change |
| As of May 15th, 2006
we will no longer accept phone orders or provide web sales/support by
phone. We hope that you understand the purpose of this change is to
improve service by ensuring all customers inquires are answered
efficiently in the order they were received. We apologize for any
inconvenience this new policy may cause. Unfortunately, because so many
players will call and talk endlessly everyday about their guitar, all customers
must now go through the website support form so our staff help the customers
in need of assistance instead of talking on the phone about "what
pickup sounds best in a red guitar?" (yes we get those
questions often!)
The reasons for this policy change include: |
| *Phone orders can't be
viewed online by the customer or our web staff which results in lost
orders and confused
customers looking for their phone orders online. |
| *Phone order shipping costs
can not be determined since shipping fees are now calculated by the shopping
cart according to the weight and destination. |
| *Customers are responsible
for accurately entering and reviewing their order and shipping information online.
This eliminates the possibility of an order or shipping error being made over the phone.
|
| *Due to the large number of
orders processed each day, it is impossible to provide order status and
tracking information by phone. For this reason, we have made all
available order status and tracking information available online. If
additional order information is needed, we require it be requested via
the web/email to ensure all inquires are answered logged for later
reference. Phone messages are not
an efficient way to deal with hundreds of customers and can not be
referenced or looked up later! |
| *Due to the huge number of
phone calls like "tell me how to wire it over the phone while I solder"
and the classic "why doesn't it work? I followed the diagram!",
our
techs can no longer take wiring questions by phone. These types of calls are
always impossible to
answer quickly or helpfully. Our repair techs jobs are to fix customers
guitars-not wire guitars through the phone. However, if you have a
brief technical or
product question, we will happy to assist you via email. |
