Disclosure, this is a long post. For the people interested I appreciate the time you take to read this post. I hope it helps with your next purchase in the future.
Dear Hipshot,
I placed an order of an HB7 gold lollipop for my build back in 4/3/202 from BestBassGear. I thought it would be a fun build in gold theme. Three days later I received an email saying BBG only have one out of 4 for my purchase and the item was on back ordered, and asked me if I wanted to wait. I replied I’d wait.
A few weeks later, I call you guys(Hipshot) asking about it, to my delight, you said you have then in stock sitting on the shelf and would be glad to ship it out to BBG on their next order maybe in a couple weeks or so. I asked you since you have them in stock should I just buy directly from you. You encouraged me not to do that because I already ordered from your authorized dealer and you would not be able to match the small savings offered by your dealer. I said sure I’d wait.
A few more weeks passed now it’s the beginning of May, I called again following up on the status of my order. I was told not only you have already sent more products to BBG and my order was not included, you still have it on the shelf in stock, and gave me a phone version of a shoulder shrugged. I was told maybe next time.
A few more weeks later middle of May. I called you again and yes I was also confirmed that you have the item in stock and on the shelf and not yet shipped to BBG for one reason or another and there’s nothing you can do for me until it’s shipped. I also sent out an email around the same time asking about the status of this order it’s been over 3 weeks and I have not hear back from both you and BBG.
Please acknowledge this. You are not an essential components company. If you shut down tomorrow, life goes on.
In fact you are in the worst position, luxury products, it’s what we call, LIFO, last in, first out. When the economy tank you are the first industry people stop spending on and usually the last group before they start spending on you again. Needless to say most venders especially moms and pops stores give exceptional services.
I know 2019 has been good for the musical instruments and components industry but nothing compared to the 2020 lockdown. Your industry just exploded, however at some point all good things must end. When that happens you need your loyal customers to keep your business in the green.
That brings us back to today. I gave up. I just finished 2 builds with Hipshot products for the last time. I just sent an email to BBG canceling my Hipshot order. It’s going on the 11th week since I placed the order that you have in stock and know that a customer has been waiting for them. By the second call, someone there should be jumping up and down trying to get the item to the waiting customer, let alone third call and the opposite reaction happed.
Since March of 2020, I spent thousands on Hipshot alone upgrading my basses and guitars, exaggerated? Well you check put some of the pictures I posted here. Just on my basses. I’m, was a fanboi waving the flag. Now it would be the opposite. It’s sad.
There are several companies that offer what you offer some are bigger some are a lot smaller I’ll just move on. I’ll end with this. Last year on one of my build, I email Schaller asking the color (rhuthenium) option, the very next day I received and email back from the owner/president, Dr. Lars Bünning, explaining what’s available and even offered if I needed some of my parts needs to be in the same color he could help make it happen for me. Schaller is not a small company it definitely made a great impression on me.
You should do better training in the future or you’d start losing crazy customers like myself one by one.
Sincerely,
Albert C
