I just don't understand how a company as big as gibson just doesn't seem to "get it" in direct customer service, specifically in their custom shop-historics.
By far the biggest complaint are lost COA's (at least based on the post here). How can they fail to see the need to develop a program to assist owners with this and implement it.
Granted, they will provide limited support if you are lucky, are the original owner who bought in the US from a gibson authorized dealer and have proof of purchase. But what about second hand buyers, your just screwed.
Let's replace the name gibson with another company, say GM. Now try telling GM won't provide assistance with verifying authenticity of my purchase (let's cal it a corvette instead of a lester), because I bought from a prior end user. I'd say GM would hear about it from many people.
I get that Gibson makes absolutely 0 on 2nd hand purchases, I get that they have no way to solidly verify a guitar is real via emailed pix and I understand all of this cost money, but consider this:
-resale matters to primary buyers, I pay 5k for something at a authorized dealer, I like knowing there is a strong secondary market. By helping EVERYONE gibson aids this market.
-2nd hand buyers today can be tommorowers converts-promoters, treat them right and mabeye they buy 1st hand (espc if you boost the 2nd hand market to a point that new is viewed as a cost effective alternative to used)
-make it a secondary profit center, charge 99 to 199 for a inspection-verification and replacement COA. You don't need a lot of employees to do this, and the few you would need could earn their keep pretty quickly.
I mean seriously, your selling a PREMIUM product, make it feel like it. Apple makes buyers feel warm and comfy about paying 3x the cost of a dell by providing wonderful service (mostly) in their store. Chipolte gets 7 bucks for the same burrito the taco truck down the street sells for 4 by providing an inviting enviroment. Gibson needs to get with the program here. I don't expect them to do more than others or be the best, above avg would be great though.
Even if they offered the replacement COA via their custom shop trailer it would be a start. Gets current owners into view new offerings, drives foot traffic for their dealers and gives everyone a positive feeling.
Well, enough of my rant for the day....
By far the biggest complaint are lost COA's (at least based on the post here). How can they fail to see the need to develop a program to assist owners with this and implement it.
Granted, they will provide limited support if you are lucky, are the original owner who bought in the US from a gibson authorized dealer and have proof of purchase. But what about second hand buyers, your just screwed.
Let's replace the name gibson with another company, say GM. Now try telling GM won't provide assistance with verifying authenticity of my purchase (let's cal it a corvette instead of a lester), because I bought from a prior end user. I'd say GM would hear about it from many people.
I get that Gibson makes absolutely 0 on 2nd hand purchases, I get that they have no way to solidly verify a guitar is real via emailed pix and I understand all of this cost money, but consider this:
-resale matters to primary buyers, I pay 5k for something at a authorized dealer, I like knowing there is a strong secondary market. By helping EVERYONE gibson aids this market.
-2nd hand buyers today can be tommorowers converts-promoters, treat them right and mabeye they buy 1st hand (espc if you boost the 2nd hand market to a point that new is viewed as a cost effective alternative to used)
-make it a secondary profit center, charge 99 to 199 for a inspection-verification and replacement COA. You don't need a lot of employees to do this, and the few you would need could earn their keep pretty quickly.
I mean seriously, your selling a PREMIUM product, make it feel like it. Apple makes buyers feel warm and comfy about paying 3x the cost of a dell by providing wonderful service (mostly) in their store. Chipolte gets 7 bucks for the same burrito the taco truck down the street sells for 4 by providing an inviting enviroment. Gibson needs to get with the program here. I don't expect them to do more than others or be the best, above avg would be great though.
Even if they offered the replacement COA via their custom shop trailer it would be a start. Gets current owners into view new offerings, drives foot traffic for their dealers and gives everyone a positive feeling.
Well, enough of my rant for the day....
These are musical instruments we play. These are NOT stamps, coins etc.
play, create music. The hell with COAs. For every guitar player that won't buy/pay for a guitar missing a COA, there are plenty that do not care. All they want is a good guitar, not the paper that's included.
