Official Luthiers Forum!

Is anyone else having problems contacting Calton? I left 5 phone messages last week with no replys. They are not replying to emails either this week. Is anyone located in close proximity to the company who could pay them a visit and see what is up?

Thanks,

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tim...
http://www.mcknightguitars.com

Hi Tim,
I had ordered a case from them almost 2 months ago. I still haven't received it under their 3 week "luthier program". This has been my first time working with them and Jim is a super nice guy. But I accidentally sent them the wrong measurement initially and then tried for 2 weeks to contact them. I finally got thru via email. He apologized for the delayed response and said they had just been swamped with work. Even though Jim is a great guy, this level of customer service can be incredibly frustrating - they desperately need to answer phone calls or emails within 24 hours -- anything less is really unacceptable from a customer relations standpoint.

But I would just keep trying until you reach them -- as I believe nothing bad has happened but that they are just extremely busy and can't handle all the work and the phone calls, etc.... Hopefully, they will get everything sorted out better in the future -- they make really, really nice cases.

Blessings,
Simon

Thanks for your reply Simon. I wasn't throwing stones at them but was just curious if they were having company issues that I was not aware of that may have led to the delayed response. I have dealt with them before and come to expect long lead times but their lack of response now has me concerned especially since I have missed my ship date deadline.

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tim...
http://www.mcknightguitars.com

I just talked to them last week....

They're no longer in Calgary, so if you're using that number, you'll not get through. The lead time is much shorter in the new factory(quality and fit appears identical), and they're offering a CF case now, too, methinks.

May be March break over there(it is here) and they took the week off?