Tale of Excellent Customer Experience - BBE - G&L

[ant_riv]

Hello and thank you for checking out my thread.
I am posting here because I am hoping to reach the largest number of members.
I need to relate my recent exceptional experience with BBE's Customer Service Team.

I recently purchased some parts from the BBE Online store for one of my projects (posted in "The Project Page" forum). Unfortunately, there were a few miscommunications and I wound up not getting the correct parts as quickly as I had hoped/expected. When I expressed my frustration, BBE went above and beyond to make sure I received what I needed as quickly as possible and that I was ultimately delighted. Details are not important, because I believe anyone would receive the exact same excellent service, regardless of the specific issue.

I have to admit that I have been a "pre-BBE" snob, prior to this experience. I purchased my first G&L in 1980 and own more than I should. While I do own several post-BBE G&Ls, my heart always felt that George & Leo G&Ls were the 'real deal' and that the company post-George & Leo could not ever be as good, let alone better.

Their CS department knew nothing about me, other than the ~$100 in parts I had spent, and my frustration. They went so far above and beyond my expectations that I was astounded and delighted. I am certain that George and Leo would be very proud of how the company is being managed.

I am thrilled to testify that this wound up to be one of the best experiences I have had and cannot wait to fully explore BBE-era G&Ls with the same passion I have pursued George & Leo-era G&Ls. I have always felt the quality was there in the BBE 'product', but assumed it was just product to them and could not see how "the new guys" could have the same passion as George or Leo, let alone more.
I stand corrected!

I am delighted that the company is so sincerely committed to quality and excellent customer service.

[LeoFThe Champion]

Nice story , thanks for sharing

[JagInTheBag]

This has been my experience as well! Good to feel heard, no matter how small the order, right?

[KenC]

Good to hear. I had some problems with the web store a couple of years ago. It didn't take long before Dave M. contacted me to get an understanding of the problem, and it was fixed in no time.

Ken

[ant_riv]

Thanks for the replies!

Yes, not only is it good to be heard, but it is also great that it matters enough to the company that employees are supported in going out of their way to make it right.
Mistakes can happen in any business, and it is fantastic when a company cares enough about EACH customer to make sure the situation is completely resolved!

To me, that means that the company's culture is focused on doing the right things, not just the expedient or profitable things.

[Fumble fingers]

just think of G&L's 10 year warranty on the whole guitar !! ...... can you imagine if FMIC did the same warranty , the night mare that would be going on at that company ?? ...... I have some Leo era and I have some BBE era G&L guitars and I like them both the same , my hats off to BBE for keeping the quality up and price affordable