The Steel Guitar Forum

I am a new member but have been ‘looking in” on the Forum for a while and gained much valuable information about this great instrument.
Having played lap steel for a while as a youngster, I’m now an “old dog“ trying to learn some new tricks…pedal steel.
I had hoped my first post here would be on a positive note but I need to share my experience when I contacted Carter Guitars for parts.
I am five foot four inches tall and thought I could benefit from the under height kit that Carter offers for the Starters. I called for information and was told sales is handled on the website. While on the phone, I was quoted $49 for the parts and $11 shipping. I thought that was reasonable but I had to go on-line to complete the order. When I went the the website, shipping was $24. I called back and spoke with another person who insisted that I was not quoted anything previously, the shipping fee listed on the website is what it is. The thirteen dollar difference is not a big deal to me but with people that I do business with… attitude is everything. The people were rude and the "lady" I spoke with even hung up on me.
Until now, everyone that I have had contact with in the Steel Guitar community has been just great. Bobbe Seymour, Bill Stroud, Rusty Thornhill and others are class-act people and keep the steel guitar interest strong. But, I believe there can be a problem brewing for Carter Guitars if others like me have similar experiences.
I will never purchase any Carter product or part again or recommend this line of steel guitars to anyone. In fact, I plan to dispose of my Carter Starter as soon as possible.
On the positive side…at least for some other steel guitar maker, they will get my business in the near future.
Sorry for the long post..

Jim

Did you get a name ?

The "PEOPLE" you spoke with were rude, imply's you spoke with more than one ...

Sorry to hear you had an issue, the folks at Carter have a long standing good reputation but as is the case with anyone or any business, a "MOMENT" can occur.

Perhaps the shipping cost was mis-stated, is it not possible to make a mistake ?

I called the Chevy dealer once and they were at best confusing, but I'm not selling my Z06...

don't give up hope.


tp

the list of unsatisfied Carter customer's just keeps getting longer and longer. it seems like a lot of folks have trouble dealing with them

welcome to the club

You should have got her name.

Calvin, please be careful here...

the list of satisfied Carter customers far outweigh the NOT satisfied probably by a kazillion or more...they are a major supplier / manufacturer of Steel guitars so it is natural for there to be a few more in the NOT satisfied side of things for various reasons.

One of the things we never read in these threads is the other side of issues, which is the right thing to do for a business.

Anne, John and Bud are personal friends of many folks here, please try to refrain from a flame thread.

I am certain that each of us can come up with some pretty wild incidents regarding other dealers or manufacturers and post them here, but the right thing to do is to NOT TO.

I took Jim's first call on the tech support line and answered all of his questions regarding ordering, pricing and shipping. This is something the sales line usually handles. When I looked up the shipping code I looked at the wrong document which had the old pricing of $11. I made a mistake.

I have to add my $.02 worth to this.

I've been playing a Carter for about 2 yrs. now and the one and only time I needed to contact Carter, [about a week ago] I e-mailed John Fabian and stated my problem, and asked his opinion.

The next day I recieved an e-mail back from John with his diagnoses concerning the problem, and a solution for fixing it.

I'm very happy with Carter and John Fabians service and response! Thanks John and the all the folks at Carter Steels.

As some one already stated any one can have a bad moment.

Larry

Calvin,

Libelous remarks indeed!

Do you own a Carter product?
Do you have personal experience with the company?
Have you been treated poorly by the Carter company?

How are you uniquely qualified to pass on such
insinuation and innuendo? This causes many unnecessary problems and can wrongfully hurt a business and reputation.

Based on my personal experience on many occasions.. Bud, John, Ann, and the whole Carter staff, unlike those who infect the SGF with these 'one-sided' attacks...are a class act...as evidenced by the forthright public explanation by John Fabian.

**Disclaimer** This is based on my experience only. In the event you have had a different personal experience with Carter your mileage may vary.

I am very happy with the Carter Steel Guitar!
____

Jim Paschall,

Welcome to the Steel Guitar Comunity!! Jim, I speak from personal experience when I say that the Carter Steel Guitar company is top-shelf in many ways.

I have played a Carter for 5 years. It is one of the finest instruments I have owned…and I have owned many. Based on my experience, it is their "service after the sale" that keeps me intrigued about this company.

I recommend you do more research and you will soon understand why so many are "sold" on Carter.

Tim,

I did do research on Carter Starters before my purchase and I found good reviews on the guitar. My issue is not the guitar but my experience this morning. True, anyone can have a bad day. Lord knows I’ve had my share. Having spent many years in the customer service industry, I’ve seen it all.
I’ve always believed the great thing about a forum is that each of us can share our thoughts, opinions and experiences, good or bad. I value opinions and welcome the thoughts of others and make my decisions with those in mind. I’m not saying there are multitudes of dissatisfied Carter customers. I’m sure there are many like yourself who are completely satisfied. The others can speak for themselves.
Everyone is free to decide for themselves what is important in product quality and customer service. I know what is important to me and I just wanted to share my experience. You may find it valuable or not.

Jim

Jim, much of this does not add up. First, you state that you inquired about an "undersize kit" and was priced $49.00 for the parts. That might be correct for a raise kit, I don't know for sure, but an undersize kit would call for 4 new legs and 3 new pedal rods and that would have to run more than $49.00. An undersize kit can't shorten the parts. It seems like some miscommunications have occured. If you can do without your legs and pedal rods long enough to send them to me, I will take however much you want off the legs and rods and put them back in shipment to you the day after I receive them and the labor cost will be minimal. I have always found the Carter folks to be easy to deal with although at times it is obvious that they are quite busy and for that reason they require business to be handled in a manner that they have laid out.
Jerry

I'm amazed that John actually spoke prices on the Tech line, under normal circumstances he would defer to the SALES line for any pricing questions. From what I understand, the Sales office is not even in the same building as the Tech shop where John and Bud are building Carter PRO Steels. Looks to me like he tried to be of help and it backfired..

We have a small family business and every now and then we will make a small mistake related to a phone in order. We try not to and they are at a very minimum in the scheme of things but they happen. Some folks get over it and some don't.

I guess I would ask Jim, if you did your research, and like the Steel, why would you get rid of it because of a single phone incident which may have been a "moment" and has nothing to do with the Instrument ?

Jerry,
To be accurate, I stated that I inquired about a “under-height” kit. According to Carter’s website the under-height kit (UH2 ) is $49. The kit consists of new legs and pedals one inch shorter than standard. You can check it out for yourself. The only miscommunication that may have occurred was when John quoted me $11 for shipping. It obviously was a mistake, and I can accept that. As I clearly stated before, my issue was the manner in which my call was handled when I called back.
Thanks for your offer to do the legs but I now think it best to keep a standard size for re-sale.

Jim

Tony,
I have no way of knowing who will answer a phone when calling a business. Quite frankly, I do not care. Who ever it is, they represent the company to me. I just expect to be greeted in a friendly manner and receive accurate information.
“Some folks get over it and some don’t” ?
I’ll not do business with anyone doesn’t show appreciation for my doing business with them. If that labels me, so be it.
As I stated before, I did research the guitar, not IF. I do like the guitar for what it is, an expensive entry-level instrument. I will get rid of the guitar because it doesn’t “fit” me and I want something better. I could have made it fit with the kit but now that’s not an option for me.
I hope this ends this thread. I feel that my point has been made.
Thanks

Jim

I hope this ends this thread.

in that case, better ask the moderator to close it up

bummer. My experience with the carter starter was not good (I truly believe I am the exception to the rule in this case), but my expereince with the people at Carter was very good indeed. They were very nice to me and helpful.

The thing is if someone has a bad experience they will tell 30 people..if they have a good experience, they will tell 3. I imagine that would be a very difficult aspect of any business.

I purchased a Starter last winter. Upon recieving it, I was not happy with 4 of the tuning keys. I called the store were I purchased it and was told what you see is what you get for the money. I spent over $1000.00 getting all that I needed to get started. Hilton pedal, hard case, picks, bar and some learning materials. I was told "go to Carter" so I went to their web site and then placed a call. The same thing happened to me. I was told that orders are only taken over the internet. I was also hung up on. All I wanted to do was improve the feel of the tuning keys. They were moving 3\4 of a turn before they would move the string. I put the steel in the case and went shopping. In our area there is no access to to steel guitars. I bumped into a steel that had just been traded in at out GC store. It was a Carter SD10, no case. I was able to purchase it very reasonable. It had several issues that were easily repairable and helped to get we well accuainted with the steel. I am very impressed with the quality and feel of this steel. I like playing this steel. The sad part of the situation is due to my contact with someone at Carter, I will not make a purchase from them. I would be affraid that the service would not be there when I needed it. One upper duckwater transfer sends the wrong message my way. I am constantly looking for a D10 to upgrade to.
I have no intention of flaming anyone. I have been in the customer service business for 40 yrs. A little pleasant conversation goes a long way.

Jim, the only reason I commented about the name was because you mentioned 3 or 4 other dealers by name, and was just wondering why you didn't know you were speaking with John, thats all..it just seemed strange to me at the moment...but understandable.

thats all..

I certainly respect you or anyone for what they choose to do...

I certainly understand the issue of getting accurate information but things can happen. Being accurate is something we all strive for but sometimes it just doesn't happen...

tp



tp

I think we all need to cut John and Ann some slack.

None of know what kinds of stresses and straines they have to deal with on a daily basis. Until we've walked a mile in their shoes, we shouldn't pass judgment on behavior or comments that may be the result of exhaustion, confusion, or stress.

They do make some very nice guitars.

I'm sorry but the truth is they are not personable at
all, and that will keep me away for ever!

And that is the a fact

I bought my Carter S-12U back in February here on the forum. In June I was in Dallas and wanted to see where Carters were made. I called and spoke with Ann, it was the end of the month and they were very busy, John still welcomed me and showed me around. We spent time talking. He was as personable as could be. They make a quality instrument. I could not say enough good things about them and Carter.

Larry Scott wrote:I'm sorry but the truth is they are not personable at
all, and that will keep me away for ever!

And that is the a fact

i agree i have heard birds singing the same song over here to. cause one steel player tried importing carters to Finland but there was an issue what i dont know what it was. sorry

I have been monitering this thread in silence for a couple days now and I think its time to tell my story.First of all I Have no complaints with the carter guitars at all,(my Carter is a starter).I ordered a hard case for it last spring on line,about a month went by and nothing.I called on my order and spoke with a woman whom I didnt get her name,but she basically told me that the order was messed up on my end.I said fine and i would order a case from Emmons,now that I mentioned another maker she started to question my skill level(have you ever heard of a pro ordering a case for a Carter starter?)of course i was a beginner.She then said so you are only a beginner then(like i was a piece of dirt),after further research on her end she found my order and said it was mistakenly deleted with no apology.My compliments goes out to the Carter company because a lot of my idols play them,but because of this person on the phone from carter treated me like dirt,I now am playing a brand new Fessy D10!

The only issue I have with these types of threads ( regarding any vendor or manufacturer) and "incidents " is that we are reading ONE side .

What happens when we put the two parties together, do we get two different stories from both parties where they both believe they are 100% accurate ?

just curious...
tp

Tony Prior wrote:The only issue I have with these types of threads ( regarding any vendor or manufacturer) and "incidents " is that we are reading ONE side and are expected to just accept the story as is.

What happens when you put the two parties together, two different stories ?

I'm not saying in any shape or way that someone may be elaborating but historically when things get out in the open, the " Oh Yeah ,I didn't mention that " factor gets entered into the equation.


tp

lets put it this way: an opinion is like a gingerbread. some one likes them and someone likes them not.
And... this looks like someone is defending the gingerbreads yummyness.

Jani Peter Sandvik wrote: lets put it this way: an opinion is like a gingerbread. some one likes them and someone likes them not.
And... this looks like someone is defending the gingerbreads yummyness.

And... this looks like someone doesn't like the gingerbread's yumminess.