Customer Service & Gene Okamoto

[yak]

When I posted a query the other day about the availability of the Sensitone Snare in Canada, I was hoping that you would be able to do a little more than pawn my question off to one of your distributors. I have played Pearl stuff for 10 years and I really thought that your customer service was better than that. My local dealer has a wide selection of DW, Tama and Yamaha snares right now but I'm specifically choosing to purchase a Pearl product. I thought that that would count for something with you guys. My faith in Pearl quality has also been shaken since the **** cheap threads on the butt-end of my snare strainer stripped out like they were made of plastic. I was hoping that you guys would be a little more helpful in suggesting how I can obtain a replacement part.

:mad:

[DED]

Yak, if you had a basic understanding of how distribution works you'd appreciate the fact that Gene took the time to forward your question to the proper people rather than just tell you to contact them yourself. That's about as much as he can do, it's pretty much out of his hands.

Gene and the people in Nashville handle Pearl for the US and probably a few related territories, they have nothing to do with distribution and service related issues outside of their territory. I realize the Internet blurs the distinction these days but that's they way it goes.

Your issue, if there is one, is with the folks in Canada.

The tone of your message makes me wonder why anyone would bother going out their way to help you.:eek:

[1ordinary-guy]

Originally posted by yak
When I posted a query the other day about the availability of the Sensitone Snare in Canada, I was hoping that you would be able to do a little more than pawn my question off to one of your distributors. I have played Pearl stuff for 10 years and I really thought that your customer service was better than that. My local dealer has a wide selection of DW, Tama and Yamaha snares right now but I'm specifically choosing to purchase a Pearl product. I thought that that would count for something with you guys. My faith in Pearl quality has also been shaken since the **** cheap threads on the butt-end of my snare strainer stripped out like they were made of plastic. I was hoping that you guys would be a little more helpful in suggesting how I can obtain a replacement part.

:mad:

You call yourself a Calgarian? You're making us look bad! Shame on you! :rolleyes:

Having been down the same road as you with Pearl product in the past, I concur with DED that your issue is not with Pearl, but with Erikson Music (http://www.jam-ind.com/eriksonmusic/pearl.htm) . Pearl is a big company and does its best to meet the needs of its customers. But when it comes to inventory for their products in countries other than the USA, companies like Pearl MUST rely on its local distributors to assist in matters such as yours. Have you even given your dealer or Erikson a chance to find a Sensitone for you? Which dealer are you going to?

That said, I have to say that my past experiences with getting some Pearl products through my dealer who go through Erikson haven't been very impressive. In each case it required several nasty phone calls from my dealer (I was present at the time) to whoever the drum guy at Erikson is/was to finally get him off his butt and find the product I was looking for. In one case, it involved escalating the problem to someone higher up the food chain at Erikson, but eventually I got the piece I needed (a replacement bass drum hoop for the broken one that shipped with my new MRX kit) and a profound apology from this guy (wish I could remember his name). He was even nice enough to send me some free Pearl T-shirts!

So I don't think your statements about Pearl's customer service are justified or even fair. Distribution is complicated and finding certain things can take time. Be patient!

[fatboy46]

yak.. for your mental refreshment
"Erickson Music is the Pearl distributor in Canada (we only deal with the US). [B]I'll forward your question to Ericksondeal with the US

[fatboy46]

x double post