Kiesel's customer service sucks!

[SavageRiffer]

I had a similar problem once when I bought a custom built Kiesel neck-through with a Wilkinson bridge. Everything about it was perfect except that the bridge could not achieve a low action. Even though I had the tremolo screwed as low as the studs would allow, and all the saddles adjusted as low as possible, it was too high off of the fretboard. I contacted Kiesel and told them about it and they basically told me that I can send it back or play it like it is. Well, after 8 weeks of building and 1 week to ship, I was tired of waiting around and didn't want to ship it back and wait more weeks, so I sold it for 1/2 of what I paid and build a beautiful Warmoth. Since then, I only use my own Warmoth builds.

 

[ibzprestige]

I have a build in queue and after reading this kind of just want to tell them keep my 20% and good riddance.

 

[MetalThrasher]

I have a few "Carvin's" they all came out great but since the name change and from what I've been reading it looks like they are trying to grow way too fast and not sticking to the roots. By all means I'm not knocking them as I'm thinking of ordering a Vader 7 with the new tremolo but I'm a little reluctant by reading these things.

 

[jr21]

I guess Ill stay away from them in the future. Bought a guitar from them years ago but I guess its changed.

 

[stompboxfreak72]

I emailed them for a price quote for an NZ model I wanted but with a different color. The email I got back was real pushy and rude not to mention the upcharge on the color was way more than I was going to pay. I wrote them off right then and there. People have gone Kiesel crazy since the name change but I recall Carvin being suspect in the 80s and nothing has changed my mind yet. The Vaders look cool and I really wanted the NZ but I'm glad I trusted my gut and left it alone.

 

[RockyStar]

I am sorry you had a bad experience. I would never have purchased from them to begin with.

 

[cardinal]

That does look nice. WTF is up with Customer Service these days? It seems rare when a place actually operates the right way

Some shops are awesome, though they tend to sell the expensive stuff. Tom Anderson, John Suhr, and the folks at Spector are just the nicest guys.

 

[MetalHeadMike]

I had a similar problem once when I bought a custom built Kiesel neck-through with a Wilkinson bridge. Everything about it was perfect except that the bridge could not achieve a low action. Even though I had the tremolo screwed as low as the studs would allow, and all the saddles adjusted as low as possible, it was too high off of the fretboard. I contacted Kiesel and told them about it and they basically told me that I can send it back or play it like it is. Well, after 8 weeks of building and 1 week to ship, I was tired of waiting around and didn't want to ship it back and wait more weeks, so I sold it for 1/2 of what I paid and build a beautiful Warmoth. Since then, I only use my own Warmoth builds.

That sucks man! Especially when everything else about the guitar met your expectations.

That's how I felt. Loved everything about the guitar form the way it sounded to the way it looked to the way it felt, but the action and playability was horrible, and they just couldn't put their pride aside and fix it. At least that's how I see it.

To say"send it back or play it like it is" sounds about like the attitude I dealt with.

 

[Holy-diver]

That does look nice. WTF is up with Customer Service these days? It seems rare when a place actually operates the right way

Some shops are awesome, though they tend to sell the expensive stuff. Tom Anderson, John Suhr, and the folks at Spector are just the nicest guys.

Mesa/Boogie is the best music related company i have dealt with extensively, those dudes seriously rock. Kyle Rhodes is also awesome from our email correspondence. Kiesel sucks OTOH, they are really interested in the circle jerking and ego massaging but are not so interested in actually delivering a stellar product that the company stands behind.

 

[MetalHeadMike]

I have a build in queue and after reading this kind of just want to tell them keep my 20% and good riddance.

Sorry

Some people do seem happy with their builds from them. But yeah, the attitude I've indicated is enough to put most off I'm sure. I'd say as long as you didn't do an option 50 and your build qualifies for the 10 day trial/return, give it a shot. At least if you still had a bad taste from my situation and wanted to return it, or if yours wasn't what you were expecting, you could return it and only be out the $35 each way shipping

 

[MetalHeadMike]

I have a few "Carvin's" they all came out great but since the name change and from what I've been reading it looks like they are trying to grow way too fast and not sticking to the roots. By all means I'm not knocking them as I'm thinking of ordering a Vader 7 with the new tremolo but I'm a little reluctant by reading these things.

I hear ya. I was in a similar position when I ordered this A6. I read a few negative reviews and thought well I'll take a gamble cause I really like my Carvin.

I own a Carvin ST300c that I had built 4 years ago and love it. A lot of guitars have come and gone, but the Carvin is still with me. It wasn't without issue either, but it was a relatively minor one and their customer service 4 years ago was much better IMHO.

 

[ibzprestige]

I have a build in queue and after reading this kind of just want to tell them keep my 20% and good riddance.

Sorry

Some people do seem happy with their builds from them. But yeah, the attitude I've indicated is enough to put most off I'm sure. I'd say as long as you didn't do an option 50 and your build qualifies for the 10 day trial/return, give it a shot. At least if you still had a bad taste from my situation and wanted to return it, or if yours wasn't what you were expecting, you could return it and only be out the $35 each way shipping

Mines an option 50 but it's just the finish maybe I can get them to change the finish.

 

[MetalHeadMike]

I am sorry you had a bad experience. I would never have purchased from them to begin with.

Thanks. Yeah kinda went against my gut feeling and payed for it.

I had read a few negative reviews of Kiesel guitars right before putting in my order but figured considering my 4 year old Carvin has been one of my favorite guitars to date that I'd give them a shot.

 

[crankyrayhanky]

I have a build in queue and after reading this kind of just want to tell them keep my 20% and good riddance.

Sorry

Some people do seem happy with their builds from them. But yeah, the attitude I've indicated is enough to put most off I'm sure. I'd say as long as you didn't do an option 50 and your build qualifies for the 10 day trial/return, give it a shot. At least if you still had a bad taste from my situation and wanted to return it, or if yours wasn't what you were expecting, you could return it and only be out the $35 each way shipping

Mines an option 50 but it's just the finish maybe I can get them to change the finish.

What model? It seems neck thru and hip shots are the ones making people less than happy

 

[stratjacket]

Man that's a scary story. At least you got a refund. Customer service is mostly good in my experiences but I've had a few times where it was aweful and unfortunately people remember the bad things more than the good things. I always tell people on my teams at work that people will not remember the good things you do, they will not really remember the failures, but they will ALWAYS remember how you made them feel.

 

[ibzprestige]

I have a build in queue and after reading this kind of just want to tell them keep my 20% and good riddance.

Sorry

Some people do seem happy with their builds from them. But yeah, the attitude I've indicated is enough to put most off I'm sure. I'd say as long as you didn't do an option 50 and your build qualifies for the 10 day trial/return, give it a shot. At least if you still had a bad taste from my situation and wanted to return it, or if yours wasn't what you were expecting, you could return it and only be out the $35 each way shipping

Mines an option 50 but it's just the finish maybe I can get them to change the finish.

What model? It seems neck thru and hip shots are the ones making people less than happy

The new CL7, I did pay with PayPal so I'm sure if there's a playability issue I'll be covered as well.

 

[Oblivion DC]

Wow!! I've never been a fan of Carvin guitars but I at least thought they were a solid company. However this is one of the most awful things I've ever heard a company do to a customer. It's not quite as bad as that one fuckstick who was building ISO cabs and one day just stopped delivering product to people who had already paid. Or a certain amp builder who screwed over more than one poor sap by keeping their money and never delivering an amp. But this is kinda right up there, imo.

 

[MetalHeadMike]

Man that's a scary story. At least you got a refund. Customer service is mostly good in my experiences but I've had a few times where it was aweful and unfortunately people remember the bad things more than the good things. I always tell people on my teams at work that people will not remember the good things you do, they will not really remember the failures, but they will ALWAYS remember how you made them feel.

I'm glad I got my money back too!

You couldn't be more accurate in that statement man. People will easily forget the good experiences, but they will definitely never forget the bad ones.

I've said this before, but I have worked in customer service for 20+ years, and I can't tell you how many customers I would have liked to have told how I really felt about them or the situation, but never would I have dared. Its fine to think whatever you want about customers in your head, but its completely unprofessional, risky, and down right rude to actually say it to them.

 

[MetalHeadMike]

Wow!! I've never been a fan of Carvin guitars but I at least thought they were a solid company. However this is one of the most awful things I've ever heard a company do to a customer. It's not quite as bad as that one fuckstick who was building ISO cabs and one day just stopped delivering product to people who had already paid. Or a certain amp builder who screwed over more than one poor sap by keeping their money and never delivering an amp. But this is kinda right up there, imo.

Yeah, this is right up there as one of the worst experiences for me. I've had a couple of really bad ones prior: one with a Marshall JMP 2203 I sent to a guy to have a Jose type mod done. He jerked me off for about 9 months, and I finally had to file a cc dispute to resolve it. But at least he never spoke to me like that guy Mike did with Kiesel. He just took my money and didn't send the product

 

[sleewell2]

So many people say they sound dead. Terrible customer service on top of that...


Nope.


Had amazing experiences with both benford and balaguer. Good customer service and great sounding and looking guitars are all possible.

The vibe I get from kiesel employees is that they think they're shit doesn't stink. That type of arrogance bugs me, especially when I keep hearing the guitars are far less than good.