Sweetwater: "call backs" = annoying. any other retailers?

[Gary Ladd]

I'm a longtime Sweetwater customer, but I do find the call backs more than a bit cheesy...

[kennybro]

Originally Posted by Sounds Great

My assigned rep emailed me after reading this thread to make sure he wasn't being a bother.

[king2070lplaya]

Wait... So you guys are going to stop doing business with a company because they want to check in and make sure they got your order correct/make sure you are happy with what you got?

I'm sorry, that is literally the "silliest" thing I have heard in a while.

"hi sweetwater, yeah love the gear selection, website, et al, but the customer service?? Wayyy too helpful. Tone it down a bit, eh??"

[drew]

Originally Posted by king2070lplaya

Wait... So you guys are going to stop doing business with a company because they want to check in and make sure they got your order correct/make sure you are happy with what you got?

I'm sorry, that is literally the "silliest" thing I have heard in a while.

"hi sweetwater, yeah love the gear selection, website, et al, but the customer service?? Wayyy too helpful. Tone it down a bit, eh??"

That's not what the callback is really about though a lot of the time. It's about "the next piece". I do consulting and have seen what a Sweetwater "sales engineer" can do to an inexperienced musician's home studio.

[SBX-80]

Originally Posted by king2070lplaya

Wait... So you guys are going to stop doing business with a company because they want to check in and make sure they got your order correct/make sure you are happy with what you got?

I've ordered a few things from Sweetwater in the past and I haven't had any problems. I got my orders quickly and have no complaints with the purchases and ordering process.

The phone calling policy, even if it's rare, can be very off putting to certain people, such as myself. I'm not interested in getting calls from any salesperson on the phone, even if it happens rarely. I do believe that their policy might be good for some customers who don't mind the calls, but it can actually work against them sometimes too. I know exactly what I want when I purchase things, and don't need or want any help/assistance/advice or followup calls from any salesperson.

So yeah, their phone call policy is actually something that I don't like. And a customer shouldn't have to request that somebody doesn't call them. It shouldn't happen to begin with.

I also get emails from zzounds sometimes, and they have these telephone only specials. Needless to say, I'm not going to call a company on the phone and speak to a random human using outdated technology to order something when I can simply order online with much less hassle and greater convenience from plenty of other places.

[Fleaman]

Originally Posted by king2070lplaya

Wait... So you guys are going to stop doing business with a company because they want to check in and make sure they got your order correct/make sure you are happy with what you got?

I'm sorry, that is literally the "silliest" thing I have heard in a while.

"hi sweetwater, yeah love the gear selection, website, et al, but the customer service?? Wayyy too helpful. Tone it down a bit, eh??"

Have you bought anything from them?

I bought 1 thing from them about 7 years ago, through their website, didn't talk to any salesperson. I then received the call-backs over the years, until about maybe 1 or 2 years ago. For the first couple of years I was getting a call from them around every 3 months.

So let me ask you this: What if you got call-backs from EVERY company you bought at least 1 thing from? For years after you bought it, even if you just ordered it over the web? I know that for me, if every company practiced what sweetwater did, my phone would be ringing multiple times a day, every day, from call-backs.

I'm not that lonely, and it is silly.

[Gharper23]

One reason why I quit doing any business with them. Pestering phone calls, numerous voicemails. Reminds me of an annoying ex. One call which got me in trouble. On top of that when I told them I didn't want a certain product kept pushing something else on me. never again.

[king2070lplaya]

I bought stuff from them, yeah. They called to make sure I got the stuff and was happy, I said yup all is well, I'll be in touch if I need anything. They said cool, hung up, haven't called back to pitch or beg or nothing.

I swear in a world like ours today where you can't get a human on the line to save your life, I was sO HAPPY to find at least 1 company where you didn't have to rely on a machine. I'm surprised to hear that mos people don't share my sentiment.

To each his own!

[Smooth Apparatus]

Originally Posted by Fleaman

I'm not that lonely...

I am. See I was getting called by a rep named Ryan M. for some time, and though I never bought anything during the calls I just loved the tone of his voice and the manner in which he used it towards me. Through me. And worked me over in ways that I was uncomfortable with at first. Because to hear this gentleman speak; it was like the first time I heard Carcass' "Heartwork." But they gone and broke my feelings recently when they denied me the payment plan for a f*cking wah pedal and time has not yet healed that hurt. The problem I'm having with Ryan M. is that he thinks my mind is distributed throughout my body like a cockroach which is to say that he thinks I'm good to hang on for a while should I lose my head.

[Don Cameron]

I had my last straw with Sweetwater this past December, when I received a "tax tip" from the clerk they assigned me. I asked politely for him to stop spamming me and he wouldn't let up. Had to have the last word. The only thing I'd purchased from them was a 12 ' Digilink cable and he thought I should hear from him regularly. I ended up having to call management to complain.

I've never liked that company. With their sales "engineers" and their bogus tips. "I personally own a matched pair of Neumann M149s and they work well on my sessions...." even though it costs half their yearly salary and 3 months ago they were talking up how much they loved their stereo Manley Reference Gold mic and 3 months before that they talk about the HD3 system they just installed in their home. Bullshit sales.

Then there's the fact that they willingly chose to live in Ft Wayne, Indiana. Having spent far too much time there back in 1984, where I also got to know Chuck the owner (he had a small 16 track studio back then)... I can honestly say it rivals Kansas as a complete waste of statehood.

[The Hydrilla]

i have had a product on back order for about a month. I have received 3 phone calls since to update me that they still don't have it in. and will call me when it is.


i do believe you can opt out of unsolicited calls from your account info on their site. doesnt stop them getting over excited to talk when you actually do make and order though.


also - you can still tell companies with which you have or have had a business relationship with, to put you on their do not call list. If they continue to call after the fact then you can file a complain with the ftc.

[projektk]

It's standard at any major music store but they never call me after a purchase, my sales Guy Jeff law has a few assistants and they know not to call me or email me. Jeff has never done me wrong, whether I spend $5 or make a huge purchase he gives me a deal. I was recommended by a specific record label though to use Jeff Law as my Rep, don't have contact with them anymore but he still gives me whatever deal he would give them.

Sent from my LG-P925 using Gearslutz.com

[tonemaker]

American Musical Supply is a nice one. Good service, good shipping, available practically everywhere at all times.

I've only bought from Sweetwater once and the phone calls were annoying but they mostly stopped when I used the website to opt out of contacts.

[Plush]

With the awful service from some dealers, I find Sweetwater to be a very good dealer. Good communication is always appreciated.

These moans are from handwringers, those who are easily offended and for those who really only want to email someone and not talk on the telephone.

Always seeking good communication.

Of course my Sweetwater sales person is a very cool fellow with a great and helpful approach.

[Fleaman]

Originally Posted by Plush

With the awful service from some dealers, I find Sweetwater to be a very good dealer. Good communication is always appreciated.

These moans are from handwringers, those who are easily offended and for those who really only want to email someone and not talk on the telephone.
.

What's wrong with that?
Knowing what you want and wanting to order it w/o talking to someone on the phone makes one a 'handwringer' or someone that is 'easily offended'? Pls, give me a break.

I can't imagine that you've always ordered something (anything) via phone vs web ordering 'cos you wanted to talk to someone? Or that after you ordered a mic cable you wanted someone to consistently call you to follow up on the sale?

Bottom line is that Sweetwater has pushy salesmen/woman. It's systemic to that company. Ironically it makes me trust them LESS with ANY 'advice' they try to give, as the sincerity of that advice is clearly eroded by ulterior motives.

'Service' is something a customer wants/needs, it's not unwanted cold calls, or fake 'follow up' sales calls (used as an excuse to call and make another sale).

[Plush]

It is not a real problem or at least not one that can't be solved by telling the person not to call you. You have better things to be offended by don't you?

My guy from there is fantastic, so I know that not everyone there is a Hoser.

[Fleaman]

Originally Posted by Plush

It is not a real problem or at least not one that can't be solved by telling the person not to call you. You have better things to be offended by don't you?

As has been mentioned before, that doesn't always work>>>>

Originally Posted by Don Cameron

I had my last straw with Sweetwater this past December, when I received a "tax tip" from the clerk they assigned me. I asked politely for him to stop spamming me and he wouldn't let up. Had to have the last word. The only thing I'd purchased from them was a 12 ' Digilink cable and he thought I should hear from him regularly. I ended up having to call management to complain.
.

[seventhfactor]

My old rep would annoy me but my new one is great. I've had him for about two years and he lays off. I don't mind him calling to confirm my high $$ purchases. He is genuinely interested in my music.

[spectrum_90]

I actually had a pleasant conversation just about music and what I'm doing with music in my life with my Sweetwater salesman. No sales pressure here.

....or maybe I was just bored/lonely and wanted somebody to talk to I dunno lul

[joeq]

the sweetwater guy calls me about twice a year

once, just after I bought something to make sure everything was OK

and once maybe several months later to see if maybe I need something else

I don't really need that second call, but I appreciate the first one, and in my experience they are never obnoxious, or persistent about that second call, it really is only once or twice a year unless I am buying a lot of stuff

[OCDaveWilcox]

I've trained my guy to do all transactions via e-mail, I never call and I've never used the online ordering. I do love this, but I can agree that they can be kind of annoying before you get them trained. My old rep was better, I honestly think he passed me to someone else because he was giving me too many discounts. This new guy wont hardly budge most of the time. If they didn't have the SweetWater card I'd probably shop elsewhere.

[The Real MC]

Sweetwater is an excellent resource but I don't like being pestered with the callbacks.

Now I shop on fullcompass.com

[joeydego]

The things that send people "over the edge" is astonishing. If a cold call from a retailer is what gets your blood boiling, you have bigger problems than a cold call from a retailer. They call me a lot less than I call them. I usually either hear the guy out or politely tell them I'm in the middle of something, call me later or email me.

[The Real MC]

Originally Posted by joeydego

The things that send people "over the edge" is astonishing.

Not when they call my cell phone and it costs ME minutes

Cell phone or not, I despise unsolicited calls. Period. Way before Sweetwater. In my book a purchase does not give a retailer license to pester me by phone months after the purchase. I pay $$$ for private use of my phone, not for marketers to broadcast their sales pitches.

[joeydego]

Originally Posted by The Real MC

Not when they call my cell phone and it costs ME minutes

Cell phone or not, I despise unsolicited calls. Period. Way before Sweetwater. In my book a purchase does not give a retailer license to pester me by phone months after the purchase. I pay $$$ for private use of my phone, not for marketers to broadcast their sales pitches.

I'm not crazy about cold calls either, but the thought of them tends to subside 5 seconds after I've hung up. I usually have hundreds of unused minutes a month. Maybe I'm alone in that.

[d1rtynyc]

My guy at Sweetwater is very good to me. He treats me very good, is very polite and helpfull. If he doesn't know the answer, he researches it for me and doesn't lie.

I have got a cold call once or twice, but at most these take 1 minute of my time. IMO a small price to pay for quality service.

Plus, you can always ask them to not call you any more. Pretty easy fix.

I work in MI sales for over 10 years and I can be very jaded about this stuff, but getting pissed off about it is a waste of time.

Be direct and tell them not to call you. Problem solved.

[Bangalore]

Completely agree.

I used to get calls when I was in college, and just straight asked if we could talk via email.