Author Topic: Disappointed by Alembic Store (Read 236 times)

manbass7 · « **on:** June 25, 2013, 01:00:46 AM »

I am very disappointed by Alembic after-sales service.

I've been trying for weeks to buy a key for adjusting the truss of my used Rogue, and, no answer.

I ordered this key via the Alembic store, and no answer. I have an email for the invoice but nothing more, no key received.

Finally, I decided to buy this key through Steward-McDonald and I received it a few days later.

Considering the price of buying an Alembic (used or new), I can not admit that after sales service is not closer to their customers

Regards

that_sustain · « **Reply #1 on:** June 25, 2013, 02:08:10 PM »

A 5/16-1/4 wrench will work. If you're worried about the tension of the two rods being equal..don't fret. You just tighten them slowly, and equally. Don't leave one more loose than the other. I used the same wrench, and my neck is completely flat..no twist.

Take it slow.

mica · « **Reply #2 on:** June 25, 2013, 02:23:12 PM »

I'll check in to this matter. We've received and shipped lots of orders from the store, but maybe there was some strange issue.

I also set up a new system for the helpdesk about 6 weeks ago, so if you tried to send any messages to me there, I know for a fact that a few were completely lost in the configuration. Hopefully that's all ironed out now.

Sorry you had a bad experience - we like happy customers.

that_sustain · « **Reply #3 on:** June 25, 2013, 02:34:04 PM »

I think I should have let Mica answer here first. My apologies.

manbass7 · « **Reply #4 on:** June 26, 2013, 11:36:55 PM »

Apology accepted

Thanks Mica

manbass7 · « **Reply #5 on:** July 02, 2013, 02:14:43 AM »

Message from Mary from Alembic :

Will send one today by US Mail at no charge

very happy about Alembic Store

Mica, you can cancel this post if you want

charles_holmes · « **Reply #6 on:** July 02, 2013, 07:19:45 AM »

Ah...what a great ending! I dig the stuffing out of Alembic! I ordered some screws and it took a little time, so I called the Mother ship & Mary answered the phone (needless to say I was tickled pink,blue,green etc. because I live on the East Coast and actually spoke to a living person on DA PHONE!!)Anyway Mary was soooo pleasant and within 3 days I received my screws and lived happily ever after! I dig the stuffing out of Alembic! (did I say that before?!!) !-_-!

wylie_j · « **Reply #7 on:** July 02, 2013, 02:55:49 PM »

I have one of the greatest success stories of Alembic repairs ever told...... I was at a gig on tour in japan late 80's early 90's an my 'blonde four string Alembic broke i called the company in 24 hours thy had a tech in japan who came in an fixed my bass between sets needless to say i was blown away.....I told my then new found bass player friend (Victor Wooten) what happened he said they don't do that me.... I said Vic U play a Fedora......ha ha ha!

wylie_j · « **Reply #8 on:** July 02, 2013, 03:07:48 PM »

Not really sure if i was in the right place at the time or just very lucky coz I need that service now my Choclate 5-string Stanley Clarke signature bass has seen better days an since it's purchase n 'Singapore 1994 i have never had any serious problems however now she (Suerya) is very sick I can't part with her coz she is my current cash earner on a daily basis plus it cost so much to send all the way back to the states for repairs, I thought i was going back but work is plenty it just doesn't pay enough at the moment....is it possible i can be that lucky again.....Oh bass Gods hear my plea!!!!!

hifiguy · « **Reply #9 on:** July 02, 2013, 03:25:08 PM »

Here's my Alembic service story:

I bought my SCSS from Guitar Center here in the Twin Cities on Memorial Day 1999. I was a happy camper indeed. That fall I picked up the bass one day and the neck was a complete mess. Bowed so badly it fretted out on all but a few frets. I freaked and called Alembic.

The person who answered the phone (who i later learned was Mary) was incredibly nice and promptly transferred my call. Mica picked up the phone. I described the problem in a panicky tone. She laughed and told me to calm down. The problem, she explained, was that the humidity in Northern Cali is pretty consistent year-round where in Minnesota it is highly variable season to season and fall is often dry.

The wood isn't used to being a bass yet she said, and told me to ship the bass back to the Mothership. It was quickly returned with the neck heat-reset, newly set up fresh strings, the tools Guitar Center had never been able to find and a better case than the one I had shipped it in. Never had an issue with it since, except seasonal neck adjustments.

I