Hello

my experience with Thomann is, that they have a strict principle: they
don't talk about the trouble they have with the maker of gear. I had
ordered some Boss Effect. They said it will come at that date, but at
"that date" nothing happened and I had to call them again only to hear,
sorry it delays until another "that date" (I really would have
appreciated if they would have taken the action instead of me). It went
that way two times and then they delivered. Occasionally I knew from
another source that the box simply was not available from Roland.

I don't know why Thomann behaves that way. I would not have any trouble
if they just would tell me, that there are delivery troubles.

Your Kraftzwerg story sounds very similar to me. Thomann definitely will
not repair the synth themselfs, but send it back to Manfred Fricke in
Berlin. We don't know what are the reasons, that Manfred Fricke cannot
return it to Thomann in time (I don't want to draw the picture, that it
is Manfreds fault, it could be just very simple reasons), but for sure
Thomann won't tell you about the trouble they have with this task.

I don't think that this is a very lucky behaviour. Its my daytimejob to
manage the customer care center of our company. To my experience there
are two golden rules: 1.) be the active part in communication: call the
customer, don't wait until he calls you. And 2.) it is the best to speak
the truth. Information hiding is not helpful. But this is a B2B company
and I do not have to act with endcustomers. People involved in their own
business may be much more understanding or insightful than endcustomers
(as we all are in relation to Thomann).

Florian


madrayken schrieb:

> Thomann customer service
>
> Hoho...
>
> I bought an MFB Kraftzwerg in August.
>
> I found it was not working correctly (but - due to having gone on
> holiday wasn't eligible for the money-back guarantee).
>
> I sent it away to them, and it returned... still broken.
>
> I sent the unit back again in October. Since then, I've sent
> countless mails, phoned the customer service people countless times,
> but there's no sign of the unit, no news of when it will arrive, or
> even confirmation that they're working on it.
>
> Every time I ring, they try to delay me, saying they 'can't talk to
> me right now, but they'll call/mail me back.' They've not done this
> once.
>
> I last had a mail from them on the matter at the beginning of January
> saying: "We're short-staffed, so can't deal with your enquiry." I
> last had a mail from them which actually addressed the matter in
> NOVEMBER. I am now talking to them on a daily basis and am using the
> words 'Legal Action' in every discussion.
>
> Personally, I'd be wary.
>
>
> --- In Doepfer_a100@yahoogroups.com , "aesoteric@..." <aesoteric@...>
> wrote:
>> Hey all,
>>
>> Slightly off topic (but related) - has anyone here dealt with
> Thomann
>> before I've got a poorly A100 suitcase and A199 that we bought from
>> Thomann a few weeks back. I've been trying to get hold of them for
>> about a week now - I've sent several emails, but they *still*
> haven't
>> got back to me.
>>
>> I know they are a big company, so are probably very busy, but surely
>> five working days is enough time to get back to someone Isn't it
>> Should I be more patient
>>
>> TJ
>>
>
>
>
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