LP Customor Service - what's the point?

[troels]

As some of you will know, I ordered a set of LP Patatos through a German music shop almost 3 months ago. At the time I was told that the German distributor was out of them and that it would take 3 – 3½ months until a new shipment from LP would arrive in Europe. I then looked into the possibility of a special delivery with my congas only – but that would cost me almost as much as one conga! I decided to wait the 3 months for the ordinary delivery.

3 weeks ago I discovered that the German distributor had my order knocking about for 4-5 weeks before they send it to LP in the US, even though they assured the music shop (and thereby me) that the order was placed the day they received it, which according to the distributor would help speed up the delivery of the whole shipment. All this means that “middle of December” will turn to “end of January” before I will lay hands on my new tumbadoras!

Of course I’m quite unhappy about this situation, and since I consider the distributor to be responsible for the delay, I think they could at least try to do something about it. But guess what? They are not responding to e-mails and the guy I’m supposed to talk to is never there, and he doesn’t return my calls...

Well, a bit p..... off I then decided to contact LP customer service about the matter, hoping that they would take some interest in how one of their main distributors in Europe is handling LP’s costumers. But much to my surprise: No reaction from LP either! Not a peep! Not a “Sorry, but there is nothing we can do about it” – Just silence!

I is important for me to say that I have been very polite in my e-mails to both the distributor and to LP, which makes it hard to accept that they haven’t bothered to respond at all.

Have any of you guys ever dealt directly with LP? I think the least they could do was give me an answer? Should I just let it slide?

Troels



Edited By troels on 1164805588

[troels]

Sorry, it doesn't seem possible to correct the typo in the topic line

Troels

[Sakuntu]

I tried to contact the LP cust service o9nce before and it was extremly difficult. after awhile I just left it alone. I must say, I like LP's products but I am losing "trust" in the leader....

[solo]

hallo!

I've good experience with Lp Custumer Service. they directly solved my problem, when I complained about broken conga. I do satisfied with their service. that's why I'm surprise with your situation. why don't you contact directly to martin cohen. he has account in youtube(I don't know it's really him or someone else). hope that can help you!
http://www.youtube.com/profile?user=martincongahead



Edited By solo on 1164800067

[caballoballo]

Hi there,I am not surprise at all. The Timbal player on my band has an Lp Timbal with a stain that will not go away,can not remember (over 15) how many times he has address the problem with the LP local distributor without any positive results. Why you just don't get your money back and buy other brand ? Lp is not what is use to be and we all know that.

[Isaac]

Martin Cohen, sold the company several years ago,
so calling him is not the way to go.

Isaac

[ABAKUA]

The distributor is at fault here with your delay etc, not LP.
Perhaps you are not contacting the correct person regarding your issue?
Personally I have a very strong 15 year relationship with the Australian distributor for LP, so Ive never had an issue. They are the largest drum store chain in Australia and also the distributor for LP, Pearl etc..
I have also had several lengthy email discussions with LP sales rep from Kaman Music Corporation (which purchased LP from M.Cohen in 2002) so Ive never had a problem dealing with local and international contacts at LP.

I hope you get your drums soon. Perhaps try contacting:

info@kamanmusic.com

sales@kamanmusic.com

customer_service@lpmusic.com (if you hadnt already tried)

Or have you tried to contact the distributor directly?

Bear in mind, sometimes it could be a a day or two before you hear a reply, they are rather busy...

Keep us informed as to what happens.

[troels]

Sorry Abakua, but did you read my original posting? :;):

I know it's the distributor and not LP's fault (I'm kind of explaining the reason for the contact directly to LP in my first posting)

I am contacting the right person (at least the one I was told to get in touch with)

I have tried both the LP and the Kaman adresses.

Of course I started out by contacting the distributor (see my original posting)

And last but not least: It's been several weeks since my first e-mail to the distributor, and at least 3 weeks since I first contacted LP.
Status: Absolutely nothing!

Troels



Edited By troels on 1164913387

[Jongo]

Hey Troels, stay on top of them. If you do not keep pushing your issue it is very easy for you to get lost in the shuffle. So you have to be your own strongest advocate and fight for what is right and fair. Keep emailing them and don't let your situation fall off of their radar. The squeaky wheel gets the grease and the shrimp that sleeps get carried away by a current

[troels]

Hi Jongo!

Thanks for your support!

I took your advise and this morning I wrote yet another e-mail (to both distributor, LP and Kaman) asking for at least some kind of response to my previous applications.

I just want my drums!!!!

Troels

[torelli]

Have any of you guys ever dealt directly with LP? I think the least they could do was give me an answer? Should I just let it slide?

Troels

Although I've not directly contacted LP, I have ordered many instuments from overseas. I've had to wait 6 months for a djembe and 12 months for Sonor drums.

I doubt there is much LP can do. They would have shipped the congas as per normal once they received the order. The fault seems to be with the importer. And the shop for not getting onto the importer's back.

If ever you have to order congas from overseas again, I can recomend Espirito drums in the USA. They have shipped instruments to me from the US to Australia in 3 days!

[url=null]http://espiritodrums.com/[/url]
Check out the congas.



Edited By torelli on 1165078167

Attachment: http://mycongaplace.com/forum/eng/uploa ... 832774.jpg

[troels]

Hello friends,

Well, LP/Kaman could do something about it after all! After one month finally a response, and a good one too!

Here are a couple of excerpts from a very nice e-mail send to me by my new friend Angelo at LP, New Jersey:

The issue of why there was no communication as per your e-mails will be taken up separately between our account manager that handles Germany and Gewa.

(Gewa being the German distributor)

As you can imagine we do not like to see our customers be disappointed by service from any of our distributors. I am not sure where the breakdown in communication occurred between you, Gewa and Rockshop but the bottom line is that these drums were ordered in October and shipped in November, which is the usual turnaround time.

If this is the normal procedure, why would the distributor tell me "late January" at a time when the drums were already shipped from the US? Don't get it at all...

We apologize for the circumstances leading up to your last e-mail and sincerely hope that you continue using our products.

Furthermore Angelo send me a copy of an e-mail he had send earlier today to the manager of Gewa in Germany, telling him to sort this matter out immediately! Maybe the drums are already somewhere in Germany?! Would take them only a couple of days to get to Denmark then!

Apparently persistence paid off after all! I'll keep you posted!

Troels

[ABAKUA]

Good to hear its being sorted....

[torelli]

I am so pleased things are working out.

[rhumbatumba]

Go buy some Meinl drums instead. Their drums sound great and are made in Germany so that wont really be a problem.