The following is newsgroup posting that PV sent in response to the CEO of Rickenbacker's newsgroup posting.
This is Patrick Vernon, the person with the "14 cent screw" problem, responding to Mr. Hall's posting.
>Regretfully, this gentlemen has a little difficulty with the truth, as well
>as omitting certain basic facts.
Respectfully, Mr. Hall, your "facts" are not correct.
>First, he said during the course of his phone call that someone had been
>working on his instrument during which two screws were loosened or lost.
I never said that. I told Geoff that nobody had worked on the guitar since I had it set up immediately after I purchased it. Granted, the person who set the guitar up (from highly respected Proformance Guitar in Studio City) may have maladjusted the bridge. I don't know. But I do know that nobody else did anything to that bridge. And the screws fell out months later.
>Second, he was immediately offered the two screws that he requested and, in
>fact, a no-charge order was processed the same day that he called.
This is absolutely TRUE. Geoff indeed immediately offered me 2 free screws. And I immediately thanked him for that offer.
>Third, he demanded in a very derogatory manner that we send him additional
>screws as spares.
This is absolutely FALSE. After Geoff offered to send me 2 screws free of charge, I said thank you, I'd like those two screws. Then I said, I would also like a couple of extra screws in case the problem recurred.
I would like to stop for a moment and point out that I was perfectly willing to buy the screws in the first place. If you'll notice in my original letter, I first went to several music stores to find the screws while my band was on the road. Of course, I was planning to purchase the screws from the stores.
Finally when I was back in L.A., I went to Guitar Center of Hollywood (where I had purchased the guitar), and THEY contacted you on my behalf. It was THEIR opinion that I should not have to pay for the screws. However, they were unable to get the screws from you for me. I even heard the Guitar Center guy (Isaac) say to your guy, "I don't care, I'll take it out of MY paycheck if I have to!" It was Isaac that suggested I call Rickenbacker directly. (By the way, this is all in the original letter. Sorry to repeat, but the point seems to have gotten lost.)
I was never irate with Geoff. I did express that I did not understand why he would not simply put two extra 7 cent screws in the envelope he was already sending me, rather than try to charge me $6 or $10 for them. I still am incredulous of that, but not irate.
I encourage you to contact the folks at Guitar Center. They were very friendly and helpful to me. Perhaps they will give you more insight on my demeanor, and on the demeanor of your customer service staff.
>Our customer service department, headed by Geoff, works very hard to
>satisfy every reasonable request
Is asking for 14 cents worth of screws (that I couldn't find anywhere else) an unreasonable request? Is asking the customer to pay $6 or $10 for 14 cents (retail) worth of screws reasonable? Especially considering the same customer spent $1,700 on your product just months prior?
I am confused by your reasoning. I am confused by your entire attitude. You have basically attacked my character, suggesting that I was dialing the phone with my middle finger! It sounds like your company has been dealing with so many angry customers, you've forgotten how to be reasonable.