D'Addario Customer Service - Wow! Read This!

[Zigeuner]

D'Addario is a great company. I use their strings almost exclusively. They have sets for most any taste.

[Dustinfurlow]

Wow, thats awesome man! Definitely reinforces my love for their strings.

[Blueser100]

Originally Posted by Brucebubs

So I have a D'Addario/Planet Waves 2-way humidification system.







I notice that mine has the older design sound-hole pouch with a plastic clip.







I emailed them and asked to purchase one of the newer design 'saddle-bag' type pouches.







'We'll send you one for free' was their reply.



'I live in Australia so if postage costs are prohibitive I understand' I responded.



This is their reply today;



It’s fine.



Too many things in life revolve around money and cost and such.



This is about doing the right thing and standing behind our products and the people who use them even more so.







Expect them soon.



Wow!!

The clip version and solid vinyl bag is the newer type. The mesh bag is older, but it still had a clip. I think the mesh bags had leaky problems (like the really old version that ruined my Martin case).

Daddario indeed are very helpful and dedicated to their customers. I had problems with a sensor and they sent me a box of six! I used them for all my guitars.

[lfoo6952]

A couple of years ago, I visited their manufacturing facility on Long Island, NY for the purpose of interviewing them for an article to be published in a professional journal for the American Society for Quality. I was well aware of their great quality products, but wanted to find out what made them tick. To my surprise, I found out that they live, eat, and breath the principles of TQM (Total Quality Management), from the CEO down to the shop floor workers.

Here is a concise definition of TQM: "Total Quality Management (TQM) describes a management approach to long-term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work."

Customer satisfaction is what they believe in to the core.

[Brucebubs]

Originally Posted by lfoo6952

A couple of years ago, I visited their manufacturing facility on Long Island, NY for the purpose of interviewing them for an article to be published in a professional journal for the American Society for Quality. I was well aware of their great quality products, but wanted to find out what made them tick. To my surprise, I found out that they live, eat, and breath the principles of TQM (Total Quality Management), from the CEO down to the shop floor workers.

Here is a concise definition of TQM: "Total Quality Management (TQM) describes a management approach to long-term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, products, services, and the culture in which they work."

Customer satisfaction is what they believe in to the core.

That's really interesting.
I look at their products now and know the entire company is 100% behind what they produce.
That dedication certainly gives me consumer confidence and builds/strengthens brand devotion.

Very, very impressive.

[Looburst]

Originally Posted by munkeyfish

They do it online now. The codes. I'm talking about the little points you had to collect off the package itself.

Yes, that's what I'm talking about too.

[Toby Walker]

I know a few of the head folks over there. Doesn't surprise me.

[GTRGUY005]

I've had a very similar experience with them. After contacting their customer service about the humidipak bags, they sent me new bags for each of my guitars.

My understanding is that the bag with the plastic clip has been phased out and a redesigned saddle type bag is what they are now shipping....that is what they sent me.

[HOF dad]

I love their stuff too - both strings and humidipacks. I also use their hygrometer and capos - they just produce good products.
I didn't know about the points program - I'll have to look for that.

Amazing how knowing a company wants to please you as a customer (and does it well) makes you an even more loyal one. What a novel concept!


Dan

[Rmz76]

Thanks for sharing. I had a similar experience with LR Baggs customer service when I needed more adhesive to swap a pickup from one guitar to another, they sent me 3M tape stickies, wire holder clips and battery pouch for free... They could have easily directed me to the hardware store, but took the opportunity to do something unexpected.

[goatdog]

Originally Posted by munkeyfish

They helped me out too, when they did away with the player points on the packages. I didn't know they had phased it out until I got new pack of strings and it had no points. I found out they phased it out and no longer were accepting them. I contacted them about it because I have about 10 years worth saved and couldn't redeem them. But the gal I was emailing with got it cleared for me to trade them in even though I missed the dead line my a couple months.

Anytime I have had a question about a product, they answered my email quickly. And I've never really had any issues with anything. I love their products and the Planet Waves stuff too.

Good to see this thread. I must have had a poor customer service agent when I tried to get my old player’s points cashed in. I was basically told “tough luck”, so I ended up throwing them away. I’m glad that guy is not representative of the company as a whole; I do like their strings.

[nowgibson]

I like that they have them sealed so I never worry about corrosion with the humidity here. That type of support and a good product goes a long way in keeping me as a customer.

[JLS]

Nothing but stellar CS from D'Ad since late 60s!

[AHill]

It's always good to hear happy ending stories. I strung my D-28 Marquis with D'Addarios and I'm really starting to like their strings also. I use their Humdipacks on all my guitars. I'm moving from the high desert in SoCal where the packs provide moisture to Orlando, FL, where they'll more than likely be extracting moisture.

[Brucebubs]

Wow!
True to their word - this is what they sent me.