Schecter Customer Service gets an A+

[LiveeviL2000]

Schecter comes through with the best customer service I’ve experienced.

I have a Diamond series bass which has developed a slight hump on the treble side of the neck around the 15th fret making the 11-14 fret buzz pretty badly.

Checking Schecter’s warranty online I find out it’s a life time warranty as long as you are the original owner. (Which I am)

I emailed them about the situation and within an hour they replied started the claim and are preparing to ship out a replacement neck asap. No hassle.

It doesn’t get better than that.

 

[Iron1]

I have a buddy who bought a used Apocalypse and it was missing a knob, the trem bar and a back cover. He reached out to Schecter to buy the missing parts and they sent them to him for free. Made him a customer for life.

 

[RVA]

Schecter comes through with the best customer service I’ve experienced.

I have a Diamond series bass which has developed a slight hump on the treble side of the neck around the 15th fret making the 11-14 fret buzz pretty badly.

Checking Schecter’s warranty online I find out it’s a life time warranty as long as you are the original owner. (Which I am)

I emailed them about the situation and within an hour they replied started the claim and are preparing to ship out a replacement neck asap. No hassle.

It doesn’t get better than that.

That is cool!

My best guitar customer service experience was with PRS. Their original V12 finish formula was not good. It would flake and cloud. I noticed this on my guitar about 6-7 years after I bought it. I shipped it to them and their repair shop did a perfect refinish on this fade-stained guitar. They didn't even remove the stain!

However, this service was also for original owners only, which I thought was unfair since it was an identified manufacturer defect and could not be caused by the owner.

 

[LiveeviL2000]

I don’t have a problem with the warranty applying to the original buyer.

It’s like buying anything used.

 

[iblive]

Lifetime warranty for original owner is nice. Don’t know if they still do, but when I bought my Ovation acoustic in 1974 it came with a my lifetime warranty. I used it twice. Once when a top brace broke and once for the electronics.

 

[RVA]

I don’t have a problem with the warranty applying to the original buyer.

It’s like buying anything used.

I get that, except for product defects which are more in the nature of a recall than a warranty, since it was known to be bad when it left the factory

 

[LiveeviL2000]

Agreed.
I get the impression Schecter will do the right thing in that case.

 

[eSGEe]

Good Customer Service -- as rare as a wooly mammoth in Tahiti --- Id consider a new Schecter (if I was buying something new) just based on the customer service

I can say my 2 run ins with Gibson c.s. -- were less than positive ....

Oddly ive never had to call Peavey-- Godin-- Squire-- Fender-- Seagull-- Ibanez--Warwick-- Gretsch--- Marshall--Orange---Vox--VHT--Bugera--Boss--Kustom --GFS--Rondo----(etc etc etc etc ) customer service......... happily odd that is eh?
Matter of fact the only 2 run in with customer service departments I had for issues/repairs .... Gibson ... and MESA

 

[LiveeviL2000]

So far I’ve only had to deal with Gibson and Schecter.

Gibson was very hard to contact. Luckily, Sam Ash is a certified dealer and they took care of me.

Schecter was easy to contact and they get back to you super quick

 

[Amp Mad Scientist]

Schecter comes through with the best customer service I’ve experienced.

I have a Diamond series bass which has developed a slight hump on the treble side of the neck around the 15th fret making the 11-14 fret buzz pretty badly.

Checking Schecter’s warranty online I find out it’s a life time warranty as long as you are the original owner. (Which I am)

I emailed them about the situation and within an hour they replied started the claim and are preparing to ship out a replacement neck asap. No hassle.

It doesn’t get better than that.

At one time in the past, all customer service was exactly like this.
Everyone who sold anything always took care of the customers.
Bad customer service did not exist.
It reminds us of those days.

 

[iblive]

At one time in the past, all customer service was exactly like this.
Everyone who sold anything always took care of the customers.
Bad customer service did not exist.
It reminds us of those days.

Roger that. As a guy that’s worked behind a parts counter since 1980, I’ve more or less been in customer service since then. I have dealt with vendor customer service. One thing that was impressed on me early on and what I expect when I call customer service is that in customer service the words “I can’t do that” is not in our vocabulary. Proper verbiage is “what we do to solve this issue.” Now that said… as the customer I fully understand there are situations where it can’t me fixed to my satisfaction. At least make it look like you tried and I’ll live with it.

This hits home with me on a recent attempt to purchase a new laptop from a major vendor. When I found out there was a potential for it to be shipped while I was out of town, I asked if they could please delay shipping till after April 1. March 28….. first day of vacation… got notification it had shipped. Since FedEx tried to deliver and I wasn’t home, Ultimately it got returned to vendor. So as not to make this longer than I already have. Told original company to stuff it and bought one from another company. Had it in three days and was 200 bucks less expensive.