Author Topic: Help: need two simple parts but no reply at all (Read 603 times)

the_mule · « **on:** March 15, 2011, 05:19:03 AM »

I'm having great trouble getting in contact with Alembic by e-mail. Without exaggeration I've been trying to get a standard brass plate and a pointer knob for my Series I for a few years (!) now. I just want to put the pickup selector, now hidden away in the body cavity, back on the intended lower horn position.

E-mailing Mica, putting in a service request via the website, posting a wanted ad, directly asking Mica in a forum thread about the same subject, nothing has worked so far. I haven't recieved a single reply from anyone at Alembic. Being located on the other side of the world doesn't help, I know, but this almost seems like it isn't allowed to happen.

So if anyone could please help me by ordering these two parts for me, I'd be very grateful. All I need is a standard round brass plate with two opposite screw holes and the rounded square hole in the middle, and a pointer knob. I'd like to use Paypal, and at this stage I'd even be prepared to pay a bit extra on top of the purchase price and shipping costs.

Thanks a lot, Wilfred

terryc · « **Reply #1 on:** March 15, 2011, 08:43:36 AM »

Wilfred...maybe try phoning then you will hopefully get someone..a bit frustrating to say the least in this internet world.

the_mule · « **Reply #2 on:** March 15, 2011, 09:22:50 AM »

Hi Terry, thanks for your reply. I have actually tried calling a few times, although quite a while ago now. But being on the other side of the world, in an entirely different time zone and with a small language barrier, I prefer e-mail contact, also to be able to confirm questions, answers and orders in writing.

It's not too much to ask that e-mails are eventually answered, even if it takes some time. I even understand that when everyone's busy, selling a few spare parts for an old instrument doesn't get top priority.

If your website has a service request function a company should realise that customers would like some kind of reply within a reasonable period of time.

Wilfred

mica · « **Reply #3 on:** March 15, 2011, 07:54:22 PM »

There is something really wonky going on with the helpdesk email. Dad and I are working on it. Until it's resolved, just email me directly. I have the parts in stock of course, and they are not terribly expensive (I think the plate is maybe $25 with the inserts and screws).

So include your mailing address exactly as it should appear on the shipping label and I'll send you an invoice with the Paypal information.

the_mule · « **Reply #4 on:** March 15, 2011, 11:46:09 PM »

Thanks for you quick reply Mica. It would be great if this can be arranged soon.
Mail send to the e-mail address in your profile!

Regards, Wilfred

the_mule · « **Reply #5 on:** April 06, 2011, 09:02:46 AM »

Hi Mica, the confirmation of my payment was almost three weeks ago. Could you please check if the parts are posted yet? Can't wait to give Blondie her pickup selector back! Also asked by e-mail. Thanks! Wilfred

mica · « **Reply #6 on:** April 06, 2011, 12:13:37 PM »

I'm pretty sure that was already sent - I'm not at the offices today, but I will check the status when I am there again tomorrow.

FC Bass · « **Reply #7 on:** April 06, 2011, 12:25:38 PM »

Could that be a status check for all Holland bound parcels? ;-)

Good to see Blondie will be complete again, way to go! :-)

mica · « **Reply #8 on:** April 06, 2011, 12:47:08 PM »

No - in your case I had to special order the screws because they are a strange length. I heard they will arrive within a week, then your package will be on its merry way to you, Flip.

FC Bass · « **Reply #9 on:** April 06, 2011, 12:56:41 PM »

YippieYayee!

Thanx!

the_mule · « **Reply #10 on:** April 06, 2011, 10:12:51 PM »

Thanks Mica, sorry for asking and I know it can take a while before a package arrives in the NL from the USA, but knowing that it is on its way makes all the difference.

Thanks again, Wilfred

the_mule · « **Reply #11 on:** April 11, 2011, 10:45:15 AM »

Hi Mica, any news on my order status?

Thanks, Wilfred

mica · « **Reply #12 on:** April 11, 2011, 06:30:00 PM »

It's long gone, which is concerning me. I guess I will have to file a claim with USPS and reship. I can gather the parts for you and send it in tomorrow's mail. Please let me know if you wind up with 2 packages.

the_mule · « **Reply #13 on:** April 12, 2011, 12:44:14 AM »

Hi Mica, there's a real chance it's been delayed at customs, I've seen packages from the USA take 7-10 days purely at Dutch customs sometimes. Don't know when it was posted exactly, but if it doesn't arrive this week, I'll contact you. If it does, I'll let you know too of course. Thanks again, Wilfred

the_mule · « **Reply #14 on:** April 15, 2011, 03:52:38 AM »

Hi Mica, unfortunately today's mail also didn't have the package with it. Could you please look into it on your side of the big water? If indeed the parts were posted almost instantly after receiving my payment confirmation, I'm afraid something went wrong. If the package was posted much later, it might still arrive.

Hope to hear from you! Thanks & regards, Wilfred