Official Luthiers Forum!

Just want to put this out there in appreciation for StewMac's excellent customer service(as usual).
I purchased a few items from them, among which was their (new to them) CTS control pot. After wiring up, I discovered that one of the volume controls did not work properly. It was working full open even if I turned it all the way down.
After checking and double checking the wiring and solder joints, as well as removing the pot and running it straight to a pickup and jack by itself, I gave SM a call. The conversation went as follows:
Me: Hi! I just recieved an order from you, and I have a problem with one of the items recieved.
SM: What's your zip code?
I gave them that.
SM: O.K., I've got that order up now. Which item do you have a problem with?
Me: The CTS pot. It's bad.
SM: Ok, I'm sending you another one right away.

That's it. No, "Are you sure you wired it right?", or "Did you try this, did you try that?" etc, etc. They just sent me the pot. No questions, no hassles.
Now, I know we're talking about an $8 part, but believe me when I tell you that there are a few other places that would have been much more difficult(I only deal with those places when they have something I cannot get elsewhere).
I sincerely appreciate their dedication to their customers/products. I should add that I've been dealing with Stewart MacDonald for several years, and have yet to have a negative experience.
Thank you, Stewart MacDonald.

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Mike

The only thing nescessary for evil to thrive is for good men to do nothing.

I was in Athens this weekend and by stopped by Stew Mac to pick a few things up. I not only picked a few items up but learned a few things in the process! I wish I started doing this when I was at Ohio U. Things might have been different.

I recently had a stewmac order disappear.. delivered to an apartment complex down the street... After determining the package was irretrevably lost, I called StewMac, a human answered, I explained the situation, and they shipped the replacement that same day...

You could argue that this is 'to be expected' and 'not above and beyond'... but in this day and age it's a breath of fresh air to get this kind of service. No forms to fill out, no dealing with the carrier, no signed/notarized affadavit or police report required...

It's very rare, and I'll be using StewMac as long as they'll take my credit card ;P

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Jim Hansen

Very cool indeed.

They treated me right from way back in the 80's - glad they haven't changed.

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"Act your age, not your shoe size" - Prince

I've had a couple of instances where they shipped me a replacement no-questions-asked. They are top notch in my book.

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-Marcus
http://www.bailieguitars.com
Instagram | YouTube

I love Stewmac.

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Lance@LuthiersForum.com

Not surprising for SM, but yes, a breath of fresh air. My dealings with them go back 35 years. Their service has always been exemplary.

Pat

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formerly known around here as burbank
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http://www.patfosterguitars.com

Yup, "exemplary", is, and always has been the proper description of Stewmac CS.

They will make it right, period.

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https://soundcloud.com/jeffreylsuits/he ... -runnin-13

I had a bronze bushing pop out of a two year old dremel tool circle guide (when I dropped it). It was pretty soft and and it got a bit dinged/distorted in the process and was no longer smooth. I made one brief phone call to ask about buying a replacement bushing, and another one arrived free of charge, no questions asked, two days later (not just the bushing, a whole replacement tool). Amazing customer service, I will always go there first.

Must echo what others have said, Stewmac's customer service is impeccable. It is a delight to be treated with honesty and first assumed to be an honest customer with a legitimate problem should one occur. Some of the 'special lutherie tools' can be a bit cheesy at times, but I have never done business with Stewmac and not come away as a happy customer.

Must also add that their international shipping rates are the best out there, at least from USA to Australia, and as a business model, Stewmac is a stand out example of how e-commerce 'should' be done.

Thanks Stewi

Cheers

Kim

Hi,

I totally agree about the Stewmac service, they are the best.
Even with amateur luthiers like me they provide a perfect service, and they quickly replace everything that has a problem.

Q.

My experience has been similar. This is what I have come to expect of StewMac. Those of us who run our own businesses can do very well for ourselves by emulating their total customer satisfaction policy. Delivering this sort of customer service isn't easy (and often isn't very affordable, either) when you run a small business, but this sort of service is one of the many factors that helps small businesses grow into bigger businesses. It always pays off in the long run.

Patrick

Set your standards high. Keep them there. Then let your standards protect you.

Stew Mac has always had some if the best Customer service in the business. Hands down. Great people to deal with.

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John Mayes
http://www.mayesluthier.com