Shure customer service: awe-inspiring

Omicron_9 · 26th July 2008, 12:35 AM

Greetings.

About a year ago, I purchased a new KSM44. Loved it. I'd used it on many sessions, never a problem, and it lived a pampered life. It was my friend. We understood each other. These could be one of the most under-rated mics ever, but I digress. A couple of weeks ago, I hung it for a session, and it was putting out either the absolute worst, loudest, harshest sizzling static I've ever heard, or it was creating the best Foley thunder/lightning effects ever. Did the usual swap cables, pre channels, etc. Bad. Very bad.

I went to Shure's website to begin the process of what to do. I found the warranty info page. Printed out everything I needed; filled out the forms, etc. One problem: I could not find the original receipt. I'm very organized and have all receipts in a file folder, but this one had mysteriously vanished. I called Shure, and right away got a helpful human on the phone; I explained the situation, and they suggested I explain this in a note, and place it inside the case; between that and the internal date code of the mic, I should still be covered by their two-year warranty. So I did, packed it up, dropped it at UPS and said my goodbyes to my friend.

Less than a week later, I receive a confirmation email that the Shure service dept. had received the mic. That was about four days ago. Today, UPS dropped off a box from Shure. Free shipping back to me. Upon opening the shipping carton, the first thing I see is the packing slip. "KSM44: unit replaced: no charge." I unpacked the new box and road case, and sure enough, inside was a factory-fresh, brand-new KSM44 with all accoutrements.

Thank you, Shure. To say you blew me away is an understatement.

Yeah. I'll be buying more Shure mics.

Kind regards,
-0.9

terminal3 · 27th July 2008, 06:26 PM

Shure UK are great too. Wanted to a buy a Radial DI before they were in general distribution here, found out it was Shure's brand to distribute, contacted them to find out who dealers were (nobody had it online at the time) and they said "could be a few days before dealers get their inventory so we'll just sell you one direct if you need it now" - which they promptly did - I had it within 36 hours. Very good service, and not even on a Shure product! I do love their mics anyway, of course...

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26th July 2008, 12:35 AM	#1
Omicron_9 Gear addict Join Date: Jun 2006 Location: New England, USA Posts: 493	Shure customer service: awe-inspiring Greetings. About a year ago, I purchased a new KSM44. Loved it. I'd used it on many sessions, never a problem, and it lived a pampered life. It was my friend. We understood each other. These could be one of the most under-rated mics ever, but I digress. A couple of weeks ago, I hung it for a session, and it was putting out either the absolute worst, loudest, harshest sizzling static I've ever heard, or it was creating the best Foley thunder/lightning effects ever. Did the usual swap cables, pre channels, etc. Bad. Very bad. I went to Shure's website to begin the process of what to do. I found the warranty info page. Printed out everything I needed; filled out the forms, etc. One problem: I could not find the original receipt. I'm very organized and have all receipts in a file folder, but this one had mysteriously vanished. I called Shure, and right away got a helpful human on the phone; I explained the situation, and they suggested I explain this in a note, and place it inside the case; between that and the internal date code of the mic, I should still be covered by their two-year warranty. So I did, packed it up, dropped it at UPS and said my goodbyes to my friend. Less than a week later, I receive a confirmation email that the Shure service dept. had received the mic. That was about four days ago. Today, UPS dropped off a box from Shure. Free shipping back to me. Upon opening the shipping carton, the first thing I see is the packing slip. "KSM44: unit replaced: no charge." I unpacked the new box and road case, and sure enough, inside was a factory-fresh, brand-new KSM44 with all accoutrements. Thank you, Shure. To say you blew me away is an understatement. Yeah. I'll be buying more Shure mics. Kind regards, -0.9 __________________ "Signature-line free since 2004!"

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27th July 2008, 06:26 PM	#2
terminal3 Lives for gear Join Date: Jan 2006 Location: London, UK Posts: 1,649	Shure UK are great too. Wanted to a buy a Radial DI before they were in general distribution here, found out it was Shure's brand to distribute, contacted them to find out who dealers were (nobody had it online at the time) and they said "could be a few days before dealers get their inventory so we'll just sell you one direct if you need it now" - which they promptly did - I had it within 36 hours. Very good service, and not even on a Shure product! I do love their mics anyway, of course...