Larrivee support

[ducktrapper]

If Larrivee has a customer service issue, it should be out in the open.

Maybe so but why here and why in the first post? What is the purpose and what are the expectations there? And isn't it funny that the vast majority of us have had excellent service with this company? Does the exception become the rule? It's almost never a long time member coming in with a service issue. I'm willing to extend the benefit of the doubt but it comes across as a little strange to me. We are not Larrivee customer support nor can we do more than offer suggestions. The issue is between the customer, the dealer and the company.    

[B0WIE]

Maybe so but why here and why in the first post? What is the purpose and what are the expectations there? And isn't it funny that the vast majority of us have had excellent service with this company? Does the exception become the rule? It's almost never a long time member coming in with a service issue. I'm willing to extend the benefit of the doubt but it comes across as a little strange to me. We are not Larrivee customer support nor can we do more than offer suggestions. The issue is between the customer, the dealer and the company.    

I respect what you're saying. The world has changed though and this is just how things are done now. Keep in mind that happy customers don't find a lot of motivation to post their experiences. Angry customers sure do though. That's why a lot of first time posts are complaints.

I suspect the OP got himself in over his head and found out the hard way that mods require research. But, regardless, if he feels he wasn't treated right he should be able to discuss it on the Larrivee forum and others can share their experiences, like they have here.

I'm just glad that consumers have a voice now. The dark ages of companies offering shoddy service and getting away with it (like the first couple guitar techs I went to) are behind us. And, I say that as a business owner whose customers have posted literally thousands of comments about my service online. If you keep people happy they can bless your business. If not, it'll catch up with you.

[Mikeymac]

While I'd agree if he were still employed, or even looking to stay in that line of work. But, I'm someone who is pro-truth and dislike the apologist, and even dishonest nature of fan forums. If Larrivee has a customer service issue, it should be out in the open.

I agree with you - but that hasn't been his first negative comment about Larrivee here recently, so I'm suspicious of bad blood or a desire to "get even" which is not a good thing. If I'm wrong, great - I hope I am - in the past Dan has seemed like a stand up guy, and has said good things about his experience at Larrivee.

But suddenly it's turned negative...   

[JOYCEfromNS]

knocking your employer - and even a former employer - is not professional.

First thing that popped into my mind as well!

[Queequeg]

If I understand this correctly, Larrivee will accept the return of the bridge; right?

How much money are we talking about here, anyway?
Comes down to duties and/or taxes; is that right?
Yes, of course, it's the principle of the matter, I can hear the chorus now. I know. I don't disagree.

My friends, Do not dwell in the house of indignation.

[broKen]

If I understand this correctly, Larrivee will accept the return of the bridge; right?


My friends, Do not dwell in the house of indignation.

What if it's righteous indignation? 

Sorry, just kidding. Good advice though.
We're all victims of our own choices, I always say.   

[ducktrapper]

I respect what you're saying. The world has changed though and this is just how things are done now. Keep in mind that happy customers don't find a lot of motivation to post their experiences. Angry customers sure do though. That's why a lot of first time posts are complaints.

I suspect the OP got himself in over his head and found out the hard way that mods require research. But, regardless, if he feels he wasn't treated right he should be able to discuss it on the Larrivee forum and others can share their experiences, like they have here.

I'm just glad that consumers have a voice now. The dark ages of companies offering shoddy service and getting away with it (like the first couple guitar techs I went to) are behind us. And, I say that as a business owner whose customers have posted literally thousands of comments about my service online. If you keep people happy they can bless your business. If not, it'll catch up with you.

Not all change is good and large bills are always better but seriously the problem in these cases is always credibility. A person who comes to the Larrivée Forum, where it is clearly stated that we have no affiliation with the company, merely to bad mouth or complain to us about the company is acting in bad faith as far as I'm concerned. We have no way of knowing if the person is even close to the truth of the matter. Facts matter no matter how much things have changed. Hearsay is never admissible as evidence nor should it automatically be given any credence. The old adage remains true, if you like our product tell the world, if you don't, tell us. My dealings with Larrivée have me thinking that anyone who has struggled with their service has brought a good deal of the problem into the transaction and refuses to accept that. We've seen it time and time again, unfortunately. I've encountered some pretty horrible customer service in my day and have attempted to deal with that with those who have offered the bad service. I may tell friends and associates who know me but I see no point in approaching complete strangers with my story and expecting anything other than everyone running away from me. We are exceptionally accepting of these people and that is why this forum is generally a pretty nice place in interworld but that doesn't make them right in their complaints. We need a grain of salt emoji.         

[NewStrings]

Well said Duck!   Eloquent and to the point, couldn't agree more!!!  I once had a small issue with Larrivee customer service, they shipped my chrome tuners instead of gold ones and were very apologetic and immediately sent me the right ones.  Yes, it was an inconvenience and a mistake on their part, but they are human and mistakes will happen.  So, I would still rate them a 5 on 5 if there was a star rating system because they handled the problem professionally and with integrity. Anyway, that is my 2 cents worth of opinion.

[jweave69]

I ordered a clear pickguard and they sent me one for a left hand guitar. The second time (of course at no charge), they sent a second left handed one. The third time they got it right and refunded me the original amount! They aren't perfect, but they made good on their mistakes and apologized by email...

[ducktrapper]

I ordered a clear pickguard and they sent me one for a left hand guitar. The second time (of course at no charge), they sent a second left handed one. The third time they got it right and refunded me the original amount! They aren't perfect, but they made good on their mistakes and apologized by email...

No one's perfect. Fixing/reversing the mistake with a smile and a little extra is all you can ask for when a company makes a error. On the other hand, was it a rare mistake or does it happen every time. I think the testimony of most of us here would suggest the former. I had personal dealings with Matthew Larrivée regarding a couple of guitars and the treatment I received was beyond all expectations. I couldn't have been treated better.   

[ST]

"Case resolved" (May 18, 2019)

Why are we still talking about this?

Hi BOWIE,I understand what you are telling me.

That is exactly why I asked "Support" for their guidance and advice, to make sure I get the right replacement part for my luthier to install.
I had no way of knowing that the old make of that model had a different bridge than the one they make today (seing them on a picture makes it pretty subtle).

Obviousely they did know because that's what they pointed out to me after.

Upon introduction to them, I told them it was a 2006 with serial number and even sent them pics of it where the bridge clearely shows (now I know what a pyramid bridge is).

I believe that knowing I had an older model, they should have known about the footprint issue (since they mentioned it after the fact).

If you go buy an upgrade part for a specific car, they will ask you the s/n, the year it was made and all and can tell you right away for sure if that part will in fact fit your older car because even if you know mechanics, they know more than you know about fitting parts.

I was just trying to make a point anyways...I did what ST suggested and it seems that it will work in my faver, "support" apologised and offered to replace the Item at no charge and I will send them back the one I first got.

Case resolved

[Mikeymac]

No one's perfect. Fixing/reversing the mistake with a smile and a little extra is all you can ask for when a company makes a error. On the other hand, was it a rare mistake or does it happen every time. I think the testimony of most of us here would suggest the former. I had personal dealings with Matthew Larrivée regarding a couple of guitars and the treatment I received was beyond all expectations. I couldn't have been treated better.   

I had the same experience dealing with Matthew a few different times. Always interested in the customer.

So I'll share a little story about that: back in '09 or '10, when this generation of Larrivee electric RS-4 was just coming to market, I had a question about the pickups Larrivee was developing to put in these guitars (to replace the excellent Lollar pickups they started with).

Matthew pm'd me here and gave me his phone # and asked me to call him. I did, and we spent around 30 minutes on the phone talking about his new pickups (he mostly talked; sharing about materials and winding and basing these on some old pat. applied for pups he had). I felt bad taking up so much of his time, but he was generous and in no hurry to get off the phone. I had another conversation with him about guitars and woods, which led to my purchase of a silver oak C-10.

Those of you who have been around here for awhile know that Matthew used to post here somewhat regularly, and John Jr. still does. They're stand up guys, and a good company.

Oh, and I do have an RS-4 with Larrivee humbuckers in it. Excellent guitar and pickups!

[ducktrapper]

I had the same experience dealing with Matthew a few different times. Always interested in the customer.

So I'll share a little story about that: back in '09 or '10, when this generation of Larrivee electric RS-4 was just coming to market, I had a question about the pickups Larrivee was developing to put in these guitars (to replace the excellent Lollar pickups they started with).

Matthew pm'd me here and gave me his phone # and asked me to call him. I did, and we spent around 30 minutes on the phone talking about his new pickups (he mostly talked; sharing about materials and winding and basing these on some old pat. applied for pups he had). I felt bad taking up so much of his time, but he was generous and in no hurry to get off the phone. I had another conversation with him about guitars and woods, which led to my purchase of a silver oak C-10.

Those of you who have been around here for awhile know that Matthew used to post here somewhat regularly, and John Jr. still does. They're stand up guys, and a good company.

Oh, and I do have an RS-4 with Larrivee humbuckers in it. Excellent guitar and pickups!

Matthew is number one in my book. I, actually, am sworn to secrecy about how well he treated me.  

[Mikeymac]

Matthew is number one in my book. I, actually, am sworn to secrecy about how well he treated me.  

Ditto...   

[flatlander]

"Case resolved" (May 18, 2019)

Why are we still talking about this?

Your advice right off the bat was excellent, and indeed gave good guidance to someone who in my opinion had reasonable post, response, and then lack of response while being put on trial. Being presumed guilty by some. The lesson to be learned here should be about being very careful when getting a replacement bridge. Perhaps getting oversized one or going over ALL of the dimensions in writing, including taper in width to the edges. Standard replacements not always the same what you might have, at least on older guitars even if the 1-6/16 width in middle is the correct. And it's doesn't have to be the fact that this was a pyramid bridge that accounts for difference.  Not a lot of harm here since his guy caught problem before taking off old bridge. But also I can see point of being a little miffed when you tried to get it right by communicating and sending pics.