"Contact Us" Support (?)

FingahPickah · #1 08-09-2022, 05:32 AM

My inquiry via "Contact Us" form on the website of a well known string company.

Message:
Please advise of the total tension of these sets: XYZ-12, XYZ-13, XYZZ-12, XYZZ-13 and XYZZ-12/56
Thank you

Response:
Hi,
There may be a tension chart in production so we will send your email over to them. Here in sales, we are not given that information. All we are told is that every set we make, regardless of electric, acoustic, or bass, are all wound to a medium tension.
Sorry to not be of more help,
The XYZ Staff

Hmmm....

fitness1 · #2 08-09-2022, 05:39 AM

At least you got a response - probably more than half the time I get nothing.

Athens · #3 08-10-2022, 08:39 PM

Quote:

Originally Posted by FingahPickah

.............All we are told is that every set we make, regardless of electric, acoustic, or bass, are all wound to a medium tension........

Uh..........

So different gauges, different metallurgies, PB’s, silk and steel, flat wind, nickel, different whatever’s, all have the same tension?

My physics bs detector is ringing...........

Methos1979 · #4 08-11-2022, 03:21 AM

Quote:

Originally Posted by fitness1

At least you got a response - probably more than half the time I get nothing.

Lol - this was my thought as well! Based on the thread title, I thought the OP's post was going in this direction so I was surprised that he got the detailed (although unhelpful) response he got.

FingahPickah · #5 08-30-2022, 07:27 PM

Quote:

Originally Posted by FingahPickah

My inquiry via "Contact Us" form on the website of a well known string company.

Message:
Please advise of the total tension of these sets: XYZ-12, XYZ-13, XYZZ-12, XYZZ-13 and XYZZ-12/56
Thank you

Response:
Hi,
There may be a tension chart in production so we will send your email over to them. Here in sales, we are not given that information. All we are told is that every set we make, regardless of electric, acoustic, or bass, are all wound to a medium tension.
Sorry to not be of more help,
The XYZ Staff

Hmmm....

Well ... no response from "them".

Interestingly, I now see that there have been several AGF threads (going back years) about DR strings' tension - specifically the lack of available information and complaints about DR not responding to inquiries. Yet, there also appears to be many user testimonies praising DR Rares, Sun Beams,.etc ...

frankmcr · #6 08-30-2022, 07:42 PM

What use are you planning to make of that information once you get it?

FingahPickah · #7 08-31-2022, 05:44 AM

Quote:

Originally Posted by frankmcr

What use are you planning to make of that information once you get it?

Good morning frankmcr. Thank you. That is a fair question.

Knowing the total tension of any string set has always influenced my decision to purchase. I have a variety of instruments; some tuned to different pitches, alternate tunings, etc...

Many string manufacturer's make that spec as readily available as type of core (round vs hex) and alloy of the winding (80/20, 85/15, 92/8, etc...) by either including it on the packaging, listing it on their website or simply answering customer inquiries...

Howard Emerson · #8 08-31-2022, 01:48 PM

Quote:

Originally Posted by FingahPickah

My inquiry via "Contact Us" form on the website of a well known string company.

Message:
Please advise of the total tension of these sets: XYZ-12, XYZ-13, XYZZ-12, XYZZ-13 and XYZZ-12/56
Thank you

Response:
Hi,
There may be a tension chart in production so we will send your email over to them. Here in sales, we are not given that information. All we are told is that every set we make, regardless of electric, acoustic, or bass, are all wound to a medium tension.
Sorry to not be of more help,
The XYZ Staff

Hmmm....

Basically it means that they don't make the strings they're repackaging, but even so they certainly have the answers to your questions, yet they don't want to give them to you, or are way too lazy to go the extra distance.

....and they're in sales........

What is the name of the string company?

Best,
Howard Emerson

Athens · #9 08-31-2022, 02:58 PM

Quote:

Originally Posted by frankmcr

What use are you planning to make of that information once you get it?

Some guitar makers specific what gauge to use, i.e. Martin imprinting “Medium gauge or lighter” on the back strip.

FingahPickah · #10 08-31-2022, 03:16 PM

Quote:

Originally Posted by Howard Emerson

Basically it means that they don't make the strings they're repackaging, but even so they certainly have the answers to your questions, yet they don't want to give them to you, or are way too lazy to go the extra distance.

....and they're in sales........

What is the name of the string company?

Best,
Howard Emerson

DR Strings

Pura Vida · #11 08-31-2022, 03:45 PM

I love DR Strings and just purchased a year supply of DR Rare lights (my go-to, along with GHS lights). I've emailed them twice over the last 5-6 years, and each time, I got an answer sprinkled with a dose of snark (and I'm not talking about the clip-on tuners). I chalked it up to the person in CS being a bit of a jerk, tired of answering the same questions, or generally unhappy with his/her life choices.

Meanwhile, I emailed GHS 2-3 times, and they gave me an extremely professional, insightful response each time.

Taking this comparison one step further, GHS' website is very informative, while DR's doesn't contain a lot of the info that the OP is looking for. The experience actually turned me off of DR Strings for a while, but eventually, I decided to give them another try (despite the not-so-great website or CS rep).

Nymuso · #12 08-31-2022, 04:11 PM

Many companies seem not to realize the importance of good customer service.

When I was deciding between a Mono or a Reunion Blues gig bag, I sent an email to each of them with the same question. Mono responded immediately. Reunion Blues did ultimately respond, but not until I had already received the Mono.

Howard Emerson · #13 09-01-2022, 06:43 AM

Quote:

Originally Posted by FingahPickah

DR Strings

DR does make their own strings, so that is not the reason.

Mark Dronge, the owner, recently passed away, and some things may be in disarray at the company, so it may take some time for them to tidy up loose ends.

Hopefully they will get back to you sooner than later.

Best,
Howard Emerson

FingahPickah · #14 09-01-2022, 07:08 PM

Quote:

Originally Posted by Howard Emerson

DR does make their own strings, so that is not the reason.

Mark Dronge, the owner, recently passed away, and some things may be in disarray at the company, so it may take some time for them to tidy up loose ends.

Hopefully they will get back to you sooner than later.

Best,
Howard Emerson

I read about Mark Dronge's passing back in May. May he RIP.
Incidently, I do hope they respond to me soon - but it's been a couple of weeks already. For the record, I hope my post was not seen as bashing DR Strings (See my initial post w/no names). The positive AGF'ers comments make me want to try them.

FingahPickah · #15 09-03-2022, 03:54 PM

Last ditch & post:

I emailed Strings By Mail (I purchased from SBM many times) and asked if they had or could get the total tension of the .013. - .056 and .012 - .056 DR Rares on the SBM website.

I got a quick response from "Matt" who reached out to DR Strings and came back with, "I am sorry, DR does not publish the tension for their sets."

I just find it strange. Tension is a legitimate purchase consideration ... like selecting the right octane rating of gasoline or the tire ratings for your vehicle.

Hmmm ... Well, on to more important things like Mr. Mom's "220-221 whatever it takes"