Thomann - Beware!!!!

[mgrowe]

I recently ordered a electronic drum kit from http://www.thomann.de/gb/index.html but I made an error and ordered the wrong kit

I actually e-mail 2 hours later and as it was a weekend and as they had closed I called first thing Monday to be told it had already been shipped (god knows how as they were closed until I rang).

The problem was that I ordered a kit without a sound module so It has arrived now but as it has no brain it is useless. So I e-mailed them asking if I could change the order to include the brain (They do a package that includes it). This actually would mean I am pending about £200 more than I originally thiought but I would have a really nice drum kit.

The problem is they do not answer my e-mails. I have sent 3 now and am getting a bit pissed. I have sent them from two different locations to make sure they get it but after 3 days still no reply.

I know it was my fault I ordered the wrong kit hence me spending more to get a working setup (I could have just shipped it back but it is very heavy and would cost me loads as they are in Germany)

Stinking customer service as I will now have to ring them in Germany to try to sort it out. They are very cheap but if anything goes wrong watch out.....

[Six]

Sorry to hear that Mike.

This is often the problem when a company expands too much, they lose focus on what is really important... the customer!

[Stew]

Mike some guitar shops can be like that. I ordered something from GAK years ago...a GT6 if I remember but it was out of stock but no-one bothered to tell me. It was suppossed to be shipped 3days later which would arrive before my birhtday (saddo Stew bought himself a prezzie :smile:) anyway it arrived in May 4months after my birthday!!! My eamils were not replied to for weeks so hang in there Mike you are still in legal position that you can send it back for a refund!!! Then you could re-order!!

[bigdoug]

thats a bummer mike, I have used thomman a fair bit and never had a prob, infact they have been great, but like six said getting big quickly can be a prob. They have been advertising a lot hear in guitar mags and are maybe just swamped.

[Rick]

i just get my stuff off chris (guitarzone), because i can ring him any time day or night and i can go camp in his shop all day when i'm back in the uk.

if he doesn't have it in stock 99% of the time he can get it next day.
+ big bonus he delivers free to the uk.

[mgrowe]

I just got an e-mail from them stating they will ship the missing bit and just charge me the difference as I first asked so hopefully it is all sorted but it took 4 e-mails to three different departments

I have used them before with no problems but think this may be the last time

[bloodandtears]

dude.. i think its just that Thomaa are massive... they must get zillions of emails and operate a queue mechanism... patience was obviously the order of the day here

[mgrowe]

dude.. i think its just that Thomaa are massive... they must get zillions of emails and operate a queue mechanism... patience was obviously the order of the day here

I am sorry but I paid for a service and they did not deliver.

If they are that busy how busy are their staff?

I feel sorry for them.

If it takes 4 days to answer an e-mail I find that unacceptable. If you run a web business that ships worldwide then checking e-mails is very important. If they had done so originally then they may not have shipped the wrong item because I had informed them very quickly of the error.

Just saying they are a big company is not really an excuse as far as I am concerned. But we all have our own expectations of what is OK

[bloodandtears]

lol you are obviously pissed mike..

when i said big... i meant their market awareness and sales have no doubt grown; thus they probably invested in improving the distribution side of the business to meet this increased demand; however as we are all too aware... the support arm is usually last to catch up...

i'm not defending them... just pointing out the most likely cause..

but reflect on this... it was YOUR error, but they sorted it out, (albeit with a delay which you find unsatisfactory), and you got what you wanted in the end.. probably at a very cheap price.. happy days ;-)

[bluesgeek]

You have a good right to be pissed Mike, I've been involved in internet webstores for the last 7 years, and the one thing I keep telling people is to answer emails within 24 hours!!! Sometimes it gets through and other times it doesn't, but you only need to look at the repeat sales graphs to figure which companies do this!

[mgrowe]

I work in IT myself and know exactly what you mean. They say if a website takes more than 7 seconds to load people go elsewhere so 4 days to answer an e-mail is a very long time.
I think they need to sort it out quickly or sales will suffer badly

[Rick]

you want to try living here, simple things take 3/4 of a day at least.

[mgrowe]

It's OK my tantrum is over......

It is called the maining area (-;

[zombo]

I recently ordered a electronic drum kit from http://www.thomann.de/gb/index.html but I made an error and ordered the wrong kit

I actually e-mail 2 hours later and as it was a weekend and as they had closed I called first thing Monday to be told it had already been shipped (god knows how as they were closed until I rang).

The problem was that I ordered a kit without a sound module so It has arrived now but as it has no brain it is useless. So I e-mailed them asking if I could change the order to include the brain (They do a package that includes it). This actually would mean I am pending about £200 more than I originally thiought but I would have a really nice drum kit.

The problem is they do not answer my e-mails. I have sent 3 now and am getting a bit pissed. I have sent them from two different locations to make sure they get it but after 3 days still no reply.

I know it was my fault I ordered the wrong kit hence me spending more to get a working setup (I could have just shipped it back but it is very heavy and would cost me loads as they are in Germany)

Stinking customer service as I will now have to ring them in Germany to try to sort it out. They are very cheap but if anything goes wrong watch out.....

Hey I speak German and know Thomann as well I don't deal with them as I found them unreliable it is like a catalogue service they have Hans Thomann is stinking rich but I can call them for you and see what I can do PM me !!

[guitarzone]

I say support independant British retailers, who reply to all mails/calls within 24 hours, work 7 days a week and offer free UK delivery (and cheap European!) and have most stuff in stock! But I'm biased!!!

On a serious note, the big box shifting corporate thing will always have its appeal, but if a combination of reliable service & competitive pricing your after then generally a smaller, independant retailer wins over. People are going away from big supermarkets and buying more local stuff from local people, so this will happen in the guitar world, I believe, as long as the price is more or less right and the service is spot on. Copies of the Guitarzone manifesto available online!! :)

[bigdoug]

lol well said Chris.