My recent Kiesel experience

[Blackbird]

It's not about a guitar, but just what happened when I recently tried to make an accessory purchase. I called them up on Friday to buy a Kiesel Fret Wrap (made by GruvGear). Spoke to the salesperson, gave him my credit card info and completed the purchase. Days went by, never thought much about it until today when I realized I never got an email from them. Called them up to check on the status. Spoke to "Mike" and he said, "oh, ....it was never processed." And, I'm like "why not?" He replies, "I don't really know? I can go ahead and get it done though." So, I tell him that I was already expecting it and that it should have already been sent....and, he's like "well, it's not my fault I didn't have anything to do with it" and kept saying it all over again with no remorse or any care for that matter.

So, I tell him they should over-night it sense they never sent it like they were suppose to. So, he transferred me to someone else in customer service and I explained to him the situation and he says, "oh,....well....it was on backorder." Which was an outright lie. So, I tel'em they should just over-night it being that THEY dropped the ball. And, he tells me "We didn't drop the ball, it was on back order." And, I barked back at him, "Did you ever notify me it was on backorder?!? Therefore, you guys did drop the ball!" After that, I just explained to him that the fuck up wasn't the worst part about this.....it's the way everyone is so unapologetic about the whole thing. They truly don't give a fuck about their customers. Sure, it wasn't a big purchase....but I bought and still own a Custom Aries from them a couple of years ago. But, that obviously doesn't mean a goddamn thing. Anyhow, he ends up putting me on hold ....comes back and says, "Well, okay....I can get your order processed in ship to to you through Priority Mail and you'll get it in 3-4 days." I told him not to bother.....just cancel my order and all future orders. I am totally done with that company and I'm selling my Kiesels. I saw all the recent customer service issues being posted this past year and this goes right along with it. They just don't care.

 

[Blackbird]

BTW, I really only wanted to get it, because the low open E and A strings would make a "pinging" noise when struck. Maybe this is normal for reverse headstocks. At least, that's what I was told by Kiesel after I initially noticed it. I really don't even know as I've never had a guitar with a reverse headstock until this one. He just told me to stick something on the strings behind the nut, which is what I've always done. I just thought it'd be cool to get a fret wrap, but whatever.

 

[Wizard of Ozz]

 

[crankyrayhanky]

Is everything alright? That is some angry backlash over a $7 accessory
They may have dropped the ball, but I wouldn't sweat a couple of extra days

 

[Blackbird]

Yeah, it may be an overreaction on my part.......but, it still pisses me off. In my experience when I've took the time to pay for something with a CC, I expect to get it. I shouldn't have to contact them just to get a "oh, I don't know what happened....oh well." Just another example of how they do business. As trivial as it may be to some, I still wanted to share my recent experience.

 

[D-Rock]

 

[Blackbird]

 

[Gitfiddler]

I never got the email after ordering a guitar. I emailed, and they told me to check my spam box. Of course, I already did. Regardless, it’s not a big deal. I just had to follow up.

I went to the walk-in store one morning, and there were no other customers there. A couple of the guys were really cool and friendly, and a couple of guys off to the side were complaining about work And not censoring their language. I talk like a sailor, but I wouldnt do that In front of customers and wouldn’t complain about work in front of customers. Oh well. It’s their business, and they can treat customers however they want.

I like the guitar.

 

[Blackbird]

Oh well. It’s their business, and they can treat customers however they want.

Yep. And, their customers will respond accordingly.

 

[Crunchtime]

When you change strings you could put a small piece of shrink tube over string behind nut. After tuning up you can position shrink tube a bit behind nut and heat it up to shrink it. Will solve your problem, I do believe.

 

[Deanmachine]

It's the business that sweats the small stuff that goes a long way ..take Peter Diezel I asked about where I could purchase a toggle switch and a week later there is one in the mail box.. no run around just my address and I didn't pay a penny that's how you service your customers and no I will never buy a Kiesel from all the story's heard sorry to the op .

 

[Dispatch]

It's not about a guitar, but just what happened when I recently tried to make an accessory purchase. I called them up on Friday to buy a Kiesel Fret Wrap (made by GruvGear). Spoke to the salesperson, gave him my credit card info and completed the purchase. Days went by, never thought much about it until today when I realized I never got an email from them. Called them up to check on the status. Spoke to "Mike" and he said, "oh, ....it was never processed." And, I'm like "why not?" He replies, "I don't really know? I can go ahead and get it done though." So, I tell him that I was already expecting it and that it should have already been sent....and, he's like "well, it's not my fault I didn't have anything to do with it" and kept saying it all over again with no remorse or any care for that matter.

So, I tell him they should over-night it sense they never sent it like they were suppose to. So, he transferred me to someone else in customer service and I explained to him the situation and he says, "oh,....well....it was on backorder." Which was an outright lie. So, I tel'em they should just over-night it being that THEY dropped the ball. And, he tells me "We didn't drop the ball, it was on back order." And, I barked back at him, "Did you ever notify me it was on backorder?!? Therefore, you guys did drop the ball!" After that, I just explained to him that the fuck up wasn't the worst part about this.....it's the way everyone is so unapologetic about the whole thing. They truly don't give a fuck about their customers. Sure, it wasn't a big purchase....but I bought and still own a Custom Aries from them a couple of years ago. But, that obviously doesn't mean a goddamn thing. Anyhow, he ends up putting me on hold ....comes back and says, "Well, okay....I can get your order processed in ship to to you through Priority Mail and you'll get it in 3-4 days." I told him not to bother.....just cancel my order and all future orders. I am totally done with that company and I'm selling my Kiesels. I saw all the recent customer service issues being posted this past year and this goes right along with it. They just don't care.

I hear ya bro, I as well as many on here have experienced the surging awfulness of Kiesel guitars customer service, hang in there.
I have heard nothing but good things about Gretsch's customer service and the quality of their custom guitars well, they speak for themselves (literally)...

 

[JimmyBlind]

It's the business that sweats the small stuff that goes a long way ..take Peter Diezel I asked about where I could purchase a toggle switch and a week later there is one in the mail box.. no run around just my address and I didn't pay a penny that's how you service your customers and no I will never buy a Kiesel from all the story's heard sorry to the op .

I once asked Peter about modding an old Einstein to change Ch2 to an independent clean channel. He got back to me that day & told me he would mod it for free if I got it shipped over to him. He also proposed I contact Diezel UK to get it shipped in/out with their shipments to save shipping costs. Pretty stellar customer service.

 

[technomancer]

While not a huge deal this is seeming like a pretty typical experience with Kiesel.

Some ringing behind the nut of reverse headstock guitars is not uncommon, but you should have skipped giving Kiesel more money and just put a small piece of foam under the strings behind the nut of the guitar. If it is pinging and your tuning isn't stable it may also be a problem with how the nut is cut (assuming a non-locking nut).

 

[cardinal]

When you change strings you could put a small piece of shrink tube over string behind nut. After tuning up you can position shrink tube a bit behind nut and heat it up to shrink it. Will solve your problem, I do believe.

Clever trick! Haven’t heard this one before and does seem like it would work.

 

[phil b]

If more people took this route and would not accept garbage C.S. then there would be less of this. Problem is people blow it off and accept it.
Thats why companies can get away with the shit they do.

 

[Blackbird]

While not a huge deal this is seeming like a pretty typical experience with Kiesel.

Some ringing behind the nut of reverse headstock guitars is not uncommon, but you should have skipped giving Kiesel more money and just put a small piece of foam under the strings behind the nut of the guitar. If it is pinging and your tuning isn't stable it may also be a problem with how the nut is cut (assuming a non-locking nut).

Yeah, I've been using foam this whole time. I just thought why not get a fret wrap. It's alright though, Kiesel won't be getting anymore of my money ever!

 

[Blackbird]

If more people took this route and would not accept garbage C.S. then there would be less of this. Problem is people blow it off and accept it.
Thats why companies can get away with the shit they do.

Exactly! Thank you, for that! Even with small stuff like this, some people think whatever....minor inconvenience. But, the company thinks this is acceptable. No way! When a company takes my financial info and then doesn't follow up on the transaction.....that is huge to me, regardless of how small the purchase may be. Then, they shrug it off like it's no big deal with absolutely no apology.....major red flag! They already have a bad rep as of late, and now I've experienced it for myself. There are so many other great companies out there to deal with, why put up with their shitty C.S?

 

[Blackbird]

When you change strings you could put a small piece of shrink tube over string behind nut. After tuning up you can position shrink tube a bit behind nut and heat it up to shrink it. Will solve your problem, I do believe.

I think I'll try that instead. Thanks.

 

[Crunchtime]

When you change strings you could put a small piece of shrink tube over string behind nut. After tuning up you can position shrink tube a bit behind nut and heat it up to shrink it. Will solve your problem, I do believe.

I think I'll try that instead. Thanks.

I've done it before and it worked perfectly.