Summary of events (BELOW).
For more detail, see PV's original letter. It spells everything out clearly.
May,1997 - PV buys brand new Rickenbacker guitar.
August - PV notices one screw has fallen out of the bridge.
September - second screw (of four) is missing, causing the bridge to fall over.
October - PV visits several music stores on the road to buy screws. Nobody has the funky spring loaded hex screws. They all say, you'll have to call Rickenbacker.
October 31 - PV returns to original dealer (Guitar Center). Guitar Center says PV should get those screws for free. They call Rickenbacker to get screws, but no luck. (PV even overhears the Guitar Center guy saying, "I don't care, I'll take it out of my paycheck. Let's make this guy happy.") They find out that the screws cost 7 cents each. They recommend PV call Rickenbacker.
November - PV calls, and Geoff at Rickenbacker offers 2 free screws. PV says, "Thanks, but I'd like a couple of extras in case the problem recurs."
Geoff says, "I'll send you 2 for free, but if you want more, you'll have to buy them. The minimum credit card order is $10."
PV says, "So you want me to send you a check for 14 cents?"
Geoff says, "We don't accept personal checks. We take cashier's checks or money orders, and there is a minimum shipping charge of $4.75."
PV says, "So you want me to drive to the bank, buy a money order for $5, and mail it to you for 14 cents worth of screws?"
Geoff says, "I'll send you 2 for free. But if you want more, you'll have to buy them."
PV says, "Can't you just put 2 more screws in the envelope you are already sending me? Especially considering I've already spent $1,700 on this guitar?"
Geoff says, "No."
PV says, "I am unsatisfied with your service. I would like to know the name of your supervisor so that I may write that person a letter."
Geoff says, "I can't tell you that. Just address it to 'Customer Service Manager.'"
PV says, "I really prefer addressing letters to people and not titles. But, oh well. What is your last name so that I may put it in the letter."
Geoff says, "You don't need that information. I am the only Geoff here."
PV gives Geoff his address so that Geoff can mail the 2 free screws.
PV's calls Rickenbacker back and asks receptionist, "Can you tell me the name of the president of your company."
The receptionist says, "No I cannot," and hangs up. Upon redial, the receptionist answers, "Orange County Airport."
PV writes a letter of complaint to Rickenbacker and cc's newsgroups, BBB, Guitar Center, and others. PV also puts letter on Zookeepers web site. Original PV letter.
Geoff writes letter to PV, says most people are willing to pay for the parts they order. Rickenbacker's first response.
Rickenbacker CEO writes letter to newsgroup alt.guitar calling PV a liar and an abusive, aggressive customer. Ric's CEO responds to the newsgroup.
PV responds to CEO, saying PV hasn't lied and wasn't abusive. PV responds to Ric's CEO.
CEO writes letter to PV, threatening - you better stop, or else! Ric's CEO threaten's PV.
PV reponds to CEO - I haven't lied and I won't stop. PV responds to CEO's threat.
CEO responds saying - I can't talk to you anymore. It's all your fault. CEO responds to PV again.
PV receives 2 free screws in the mail! Thank you Rickenbacker! Unfortunately, they did not send the springs that go with the screws. Ooops. Should PV call them back?
All along, folks are commenting at alt.guitar. Some of the comments from the newsgroups.
Rickenbacker's CEO, John Hall's email is firstname.lastname@example.org.
He will probably personally respond to you if you email him.
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