carvinguitars.com — I hope that someone at Carvin gets serious about customer service. After waiting 16 weeks and hearing nothing from Carvin (unless I called repeatedly), I cancelled my order. This, "Don't call us...we'll call you" policy seems sketchy, at best. Carvin lost a customer today. Now all I can do is spread the word. I'm extremely disappointed.
Apr 21, 2008 View in Crawl 4
cryptochaosApr 22, 2008
So much for customer service and transparency in the operation. I think this amounts to, "We're taking along time to get the product out, so we're removing your ability to track progress and don't call us and ask either!". What do you think would happen if Federal Express or UPS turn off their package tracking and said "We'll call you if there is a problem!". Here is a snippet from the Carvin Blog: "After careful consideration, Carvin has decided to remove the Guitar Traq feature from Carvin.com. Why? Due to the high volume of guitar and bass sales through Carvin’s Custom Shop, calls and e-mails asking why a particular instrument has not been started yet has affected the efficiency of our operation. Because of Carvin’s higher than normal volume of instrument sales, we are now quoting 10 weeks to build an instrument. It generally takes 4-6 weeks to complete an instrument, but due to the higher sales it is taking several weeks to start a particular instrument. This has concerned some customers who have placed custom orders and who have looked on-line to see that their guitar or bass has not moved in production. These factors led to the decision to discontinue Guitar Traq on-line."I went to the Carvin.com BBS to discuss with other customers and to add insult to injury, the BBS admin posted the following notice: "...and on a side note, the decision has been made, so there's no point in debating this. In order to ease this transition, the moderators have been instructed to delete any threads dealing with this decision."For a product that can cost a $1000 or more paid in advance, you would think that I could call the salesman and ask him where my order is in production! Boy, my order better come on time and be spot on...
stpackyApr 23, 2008Submitter
After canceling my order and raising a huge stink, I was called by UPS yesterday and told that a package from Carvin would be arriving today. Apparently, the right hand doesn't know what the left hand is doing. This is business 101. Apparently, Carvin doesn't feel inclined to serve their customer. The technology is there. Carvin is either too cheap or too lazy to use it. Too bad, I won't order from them again, and I'll advise others to do the same. Hope your order comes on time.StPacky