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Topic: Got a call from Carter Guitars today!! |
Bob Carlucci
From:
Candor, New York, USA
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Posted 2 Jan 2004 3:08 pm |
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| Got into work and was paged almost immediately.Anyway, Ann Fabian from Carter asks if I would like to back out of the deal I made on my new Carter steel. She told me she's seen the posting on this forum concerning Carter owner satisfaction and was concerned I might be having second thoughts. In retrospect I used a term in discussions with an unhappy Carter owner that was NOT very well thought out. I guess it should have not been stated the way it was . Ann explained company policy regarding unhappy customers,and gave a very good explanation as to what happened with the guitar and owner in question. I explained I certainly did NOT want to cancel my order and was looking forward to owning and playing a new Carter. So Ann if you read this, HURRY UP and make my guitar!!!;}.. I do appreciate the fact that Carter was concerned enough to call me up give me the opportunity to change my mind,but in reality,that was the very LAST thing on my mind! I have rarely seen this level of customer service anywhere....... bob |
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Dyke Corson
From:
Fairmount, IL USA
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Posted 2 Jan 2004 11:37 pm
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told ya so  |
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Tony Prior
From:
Charlotte NC
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Posted 4 Jan 2004 5:56 am
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I guess this is because they are totally lacking in customer service...as described in previous topics.
t |
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Bobbe Seymour
From:
Hendersonville TN USA, R.I.P.
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Posted 4 Jan 2004 9:15 am
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| I feel that Ann, Bud, and John care as much about what a customer thinks and wants as any company possibly could. The fact that she would make this call to you proves it. These folks really care, and have proven it many times. I don't feel it is all a money thing either. All companies need to be profitable, but these folks go beyond this to make sure the customer is happy. |
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Ray Montee
From:
Portland, Oregon (deceased)
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Posted 4 Jan 2004 9:57 am
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| A QUALITY so rarely found in American biz anymore. Carter is the kind of place I enjoy doing business with. |
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Nicholas Dedring
From:
Beacon, New York, USA
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Posted 5 Jan 2004 11:07 am
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I have to thank Bud Carter for taking the time to answer a bunch of questions when I was snooping around for a new pickup choice for my MCI, which he had designed quite a while back. He was the one who picked up the phone, and though he wasn't going to make a dollar off me, he spent a surprising amount of time talking shop about it.
I can't speak to any experiences others have had, but I would never discount buying a carter due to their service. |
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David Friedlander
From:
New York, New York, USA
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Posted 6 Jan 2004 11:39 am
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Nicholas- with all due respect- Have you ever actually BOUGHT anything from Carter?
Just having a phone conversation with Bud Carter tells nothing about actually buying a guitar from these people.
When I fisrt started playing, I needed advice and found Carter's web site and phone number.
John Fabian was MORE than generous about helping me learn how to tune my stops, and guitar. For this I will always be grateful.
But buying a guitar was completely a different experience.
Here's a few suggestons which Carter probably does not want to hear, and probably won't impliment.
#1) Have John or Bud handle the business end of things and deal with the customers. Pedal steel players will always relate better to other players. If y'all are SO busy that you have no time to speak with your customers, increase the 30 days delivery time and devote the proper time to those who buy your product.
2) USE EMAIL- If you want to let a customer know that you'll need more than the 30 days you guarantee to ship a guitar- send an email and there'll be no doubt as to whether or not you've communicated the delay
3) USE EMAIL- even if you get 100 spams an hour, there might just be one order in among them- answer your emails
4) USE EMAIL- say you have a difficult customer (like me) The insistence that all communications are done over the phone ( and NEVER at the my convenience) led to a lot of problems.
Emails are a great way to communicate.
This post is written in the hope that some good will come out of the bad experiences I've had with Carter. |
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Larry Phleger
From:
DuBois, PA
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Posted 6 Jan 2004 12:26 pm
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| I am the proud owner of a Carter guitar. I did not buy this guitar from Carter, but Ann set me up with the deal. Bud adjusted the guitar to my exact specifications. When it arrived at my house, it fit like a glove. I have had several questions concerning my guitar. Ann referred me to Bud for the answers. I don't know how anyone can suggest that Ann, John and Bud don't function as the most concerned team in the business. This show in the quality of the instruments they turn out, and their dedication to consumer satisfaction after the sale! |
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David Friedlander
From:
New York, New York, USA
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Posted 6 Jan 2004 1:40 pm
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Larry, I'm glad for your good experiences.
But believe me, I have better things to do than to make this up.
When I told them the guitar did not fit me properly...well, I'm still waiting for them to assist me in that.
The fact that so many other people feel the same way as me, yet y'all think thy're the best thing since sliced bread indicates that maybe Carter singles people out for bad treatmet.
I mean you guys all think they define what "good customer service" is- so much so you feel the need to defend them.
If their customer service was so good, how come so many people are unhappy with Carter's customer service? And why is this post here at all?
As far as the quality of the instruments.
Doesn't take much searching to see that that's quite an issue for debate as well. When you call any of the used pedal steel dealers, they really have no interest in used Carters. A used Emmons is money in the bank though.
I ask again- do you ever see anybody "blasting" ANY other PSG company?
Also- I'd like to hear what others think of my suggestions.
I'm sorry for anyone I've offended.
The callousness with which I was treated simply stoked my anger leading me to share this with others.
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Stephen Gambrell
From:
Over there
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Posted 6 Jan 2004 2:10 pm
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I don't own a Carter guitar, probably never will. Got a push-pull that's MORE than I'll ever need.
That being said, I've talked to John Fabian a couple of times, and met him last year. He's a super nice guy, and if I were gonna get another steel, I'd look at Carters. I hope we can go a while without bashing steel manufacturers, it got to be a real bummer over on Bobbe's old Forum. I know how lousy ANYBODY's customer service can be, at times, sometimes you just gotta grit your teeth and go on with it.
But what do I know, I'm still driving a Yugo. |
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David Friedlander
From:
New York, New York, USA
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Posted 6 Jan 2004 3:39 pm
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Stephen, normally I don't speak with people that drive Yugos ( kidding), but you've brought up some good points.
I'm not familiar with "Bobbes old forum"
Which company was bashed on that forum? I've still yet to see any real complaints EXCEPT those against Carter.
As far as "bashing" on forums.
Don't you think that if a company knows they have to be held accountable publically ( such as on a forum like this) that will eventually lead them to make sure that people are happy?
I can't think of a better use for such a forum. If anyone's angry becasue I dare critisize a Pedal Steel Guitar company, don't read it. But I'm quite sure others are very interested in the problems, as well as all the adulation.
By the way, everyone has a bad day. And I guess many companies have provided lousy service at times.
But if these companies intend to keep customers, they have to own up and make it right.
It's not about letting the customer "roll over you".
It's about making sure the customer understands that the SELLER understands exactly how important the buyer is.
It' not about being perfect- it's about how mistakes and problems are handled
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Bobby Lee
From:
Cloverdale, California, USA
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Posted 6 Jan 2004 3:59 pm
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As I understand it, Carter's 30 day delivery schedule is for "Standard Models" only. Custom work takes longer, understandably, as do changes once an order has been started.
------------------
 Bobby Lee - email: quasar@b0b.com - gigs - CDs, Open Hearts
Sierra Session 12 (E9), Williams 400X (Emaj9, D6), Sierra Olympic 12 (C6add9),
Sierra Laptop 8 (E6add9), Fender Stringmaster (E13, A6),
Roland Handsonic, Line 6 Variax |
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David Friedlander
From:
New York, New York, USA
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Posted 6 Jan 2004 4:55 pm
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It's so great to see so many people defending Carter- I too want to see all pedal steel manufacturers prosper too.
I simply said that Carter COULD use email to tell someone if they needed extra time. It was a suggestion.
But Bobby, since you bring it up- No, my guitar was a standard S/10 3/5 in colors considered to be "In stock" on the website.
On the phone call where I found out ( although they claim I was told earlier- I can't remember though) that the guitar would come two weeks later than expected, the mood was tense.
I was dissapointed, and all of a sudden, they agreed to ship the next week.
Afterwards, I felt so bad that I was "pushy" that I faxed them teling them to "please take all the time you need to make and ship my guitar"
In retrospect, I should never have needed to feel badly - I'd already paid them, why should I feel bad to ask for what I was promised?
Although they did ship the guitar the very next week they never responded to my sincere attempts to handle everything in a genlemanly manner. Many sincere attempts. |
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Dyke Corson
From:
Fairmount, IL USA
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Posted 6 Jan 2004 7:08 pm
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| David, all I can say is I bought a new guitar from them, had some minor problems (wanted to try different pups)and I needed a new return spring. All these issues were taken care of in a fast, friendly, professional manner - I could not be happier with my purchase. Answering a BUNCH of E-mails is very time consuming - I think they like the phone better. I still own and also play many other brands (PPs, Sho-Bud), but my Carter sees most of the gigs. It seems that MOST of us Carter owners are VERY HAPPY! Sorry you are not, but it's time to move on! |
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Skip Mertz
From:
N.C. (deceased)
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Posted 7 Jan 2004 12:06 am
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WEll , maybe somebody was having a bad day!
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Stephen Gambrell
From:
Over there
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Posted 7 Jan 2004 1:03 am
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David, you are correct, they could've used e-mail. In your case, maybe they SHOULD've used e-mail. Bottom line: Do you have your guitar? Do you like it? Does it stay in tune? Sound OK? Look good?
As I aid in my earlier post, I really have no interest in this. But John Fabian seems like a nice guy to me. And a good friend of mine, with solid gold ears, endorses Carter.
But almost everybody I know plays Emmons, except Joe Turner, and the Sho-Bud guys.
And I'm curious. You have NOTHING good to say about the Carter guitar--no resale value, yours doesn't fit, you heard negative stuff about them---so you BUY one?
Am I missing something?[This message was edited by Stephen Gambrell on 07 January 2004 at 01:06 AM.] |
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David L. Donald
From:
Koh Samui Island, Thailand
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Posted 7 Jan 2004 1:34 am
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If you consider the time lag for Anapegs, Fulawkas, Fessendons, MSA's, Franklins, and I would guess the majority of these great intruments made in small shops by artisans,
you might think anything under 60 days is just magic.
To guaranty 30 days is almost a built in formula for a compaint or two.
But then again if they normally can deliver a standard steel in 30 days, or at least ship it, then they are doing something right.
It took me more than that to get a used steel after the deal was struck. |
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Tony Prior
From:
Charlotte NC
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Bob Carlucci
From:
Candor, New York, USA
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Posted 7 Jan 2004 4:47 am
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| YEAH!!! What Tony said!!!!!!! bob |
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Jim Cohen
From:
Philadelphia, PA
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Posted 7 Jan 2004 4:52 am
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| I sure don't have a dog in this race, but it sure looks to me like David had a problem and started his own thread about it. Bob started this one to talk about a POSITIVE experience he had with Carter, and now David has hijacked the thread to continue endless haranguing of Carter over his experience. My two cents: it's time to move on. |
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Tony Prior
From:
Charlotte NC
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Posted 7 Jan 2004 5:40 am
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"Harangue" ...
1: A ranting speech or writing
2: Lecture
"Haranguer"...
1:One who exhibits the skill to harangue
and here I was thinking I could only learn Steel Guitar related stuff up here..
geesh.."What was I thinking"..
Hey wait..maybe I'll write a song with that title.. 
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Jim Cohen
From:
Philadelphia, PA
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Posted 7 Jan 2004 6:01 am
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Tony, you should come try my crossword puzzle sometime; you'd do great! LOL! 
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Tony Prior
From:
Charlotte NC
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Posted 7 Jan 2004 6:04 am
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Ok..I'll show up..as long as I can bring my good friend "Webster" ..
t |
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David L. Donald
From:
Koh Samui Island, Thailand
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Posted 7 Jan 2004 10:34 am
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I hope this was meaning David F...
There were two of us in this thread, I have never been acused of highjacking;
deerjacking mebe, but never high...jacking, or while high for that matter.
The Carter people were quite nice to me in St Louis, even if I didn't need to buy a steel. |
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Nicholas Dedring
From:
Beacon, New York, USA
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Posted 7 Jan 2004 10:42 am
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I guess what's important is to be sure that all parties make an undertaking of what they understand to be the terms of a transaction... and preferably put it in writing.
If I want to check before accepting an instrument, I'd make sure with the seller that I could do that. Once the check is cashed, you have little to no leverage as a buyer... unless you have agreed in writing to the terms before you make the deal, any satisfaction you receive is more of a favor than relief you are strictly entitled to.
While in the steel building and buying community, there is an expectation of friendliness and good faith (due to the small size of many companies, and the small pool of buyers...) you can only count on what you've been strictly promised. |
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