HELP: Am I being impatient or am I right in feeling let down?

[Freakoftheweek75]

Well,

Some of you know I've been anxiously awaiting the arrival of my custom Tele Thinline. Kuro Uma is patiently waiting to do one heck of a killer custom paint job to it and this thing is going to seriously be a work when it is complete.

I've patiently waited until today until I couldn't hold out anymore. Warmoth says there is an average wait time of 4-6 weeks after your purchase before your item will ship. That time frame is already stated to be for CUSTOM body and neck orders. Well, I placed my order exactly 6 weeks ago today, so I called customer service to inquire if my order was in fact ready to ship.

Now don't get me wrong....I realize small delays come up, sometimes a little more time is required here and there, etc. And while yes, both my neck as well as body were custom orders, nothing truly out of the ordinary was required. The guy at Warmoth who I spoke to, and the opposite of the last representative I asked (who said 6 weeks was the general MAX time when I called with a question regarding the neck) instantly says... "Oh I always tell people 8-10 weeks for a custom body build especially."

Needless to say I sort of paused as I was a bit taken back by his matter of fact nature of telling me, which defied everything I've read on the site and had been told by two other reps since making my order. He then said finishing even on the neck will add time. I let him know this project had zero finishing required to the neck or body. They are both coming 100% naked. I asked if this was to be the case because of the body, could they at least send the neck if it's ready so I can have my guy start finishing it in advance? Get my tuners in place, etc. He kind of skirted the question and then said, "Well, maybe if you don't have any finish then it'll be close to out the door, but yeah, 8-10 is what I tell people."

Here's where I got upset. This is where I'm asking for the community's help to let me know if maybe there's a part of the process I'm slightly unaware of before I jump the gun and get any more upset than I am now. I VERY politely explained that in no way did I want to come off impatient, but I would really appreciate if someone could physically go to the shop and see if my items were still under construction , close to finished, or have a month to go, just so I know. I was then given (what I feel in my mind not knowing the process) was a "line".

"No sir, sorry, if we go to the shop we'll have to physically pull your order which would put it in the back of the line."
I asked why checking the status of someones order would put the at the end of the queue. Not only does it not physically make sense but honestly it just sounds rather asinine. I explained humbly that I realize they'd run ragged all day if they went to the shop every time some impatient buyer asked them to run to the shop to check the status. But I also explained that I felt since the site states 4-6 weeks I wasn't asking for anything above and beyond the call of duty. I was REALLY trying to not to sound like a disgruntled customer, but he was basically telling me that I could easily be sitting for up to another month without a single word on anything until I get my UPS notification. So again, his response was, "Yeah...if there's no finishing you could go out this week, but yeah - I'd bank more on 8-10 weeks."

Folks here at the forum, I'll humbly admit I don't know much about the process and will gladly back down if someone can explain what I'm missing here. Had i known from the start it would've been 10 weeks, I still would've ordered without hesitation. However, not only was the news of this conversation very much a let down, but it was delivered in a very, "Sorry bro, you're at our mercy....anything else I can help you with today?" tone. I feel the tone was very glib for having had my $1000 for 6 weeks now. I feel if it is beyond the 6 week limit (even if that is an average) they advertise, then it's not asking for much. It's not like I'm calling after a week asking if the tone controls are routed yet, then calling after 3 weeks to see if the frets have been dressed, etc.

So I pose the question....why can't Warmoth go to the shop and check how far along my order is.

I'll stop ranting for your opinions now. I'm just very confused as to how many great customer service stories I've heard in the past, and right now, I'm NOT feeling that love.

Thanks,
Jay

If it helps - here are the order specs.

BODY
Category Option
Model Thinline
Hollow,Chambered Hollow
Orientation Right handed
Laminate Top Flame Maple
Core Wood Basswood
Top/Rear Rout Rear Rout
Neck Pickup Tele® (Neck)
Middle Pickup None (Middle)
Bridge Pickup Humbucker (Brdg)
Thinline Controls 3 Way Switch-Thinline
Thinline Controls Volume (Thinline)
Bridge,Trem Wilkinson Tremolo
Output Jack 7/8" (22.23mm) Side Jack Hole
Mounting Holes Standard 4 Bolt
Countoured Heel Contoured Heel
Stud Install No Stud Install
Scale 25-1/2 inch
Neck Pocket Tele® with 720 Mod

NECK:
Category Option
Headstock Telecaster®
Construction Warmoth Pro
Orientation Right Handed Reverse
Shaft Wood Birdseye Maple
Fingerboard Wood Birdseye Maple
Nut Width 1 5/8"
Back Contour Wizard
Fretwire SS6230 (Stainless)
Tuner ream Schaller (25/64", 11/32")
Mounting Options Standard 4 Bolt
Fret Number 22
Radius 10-16" Compound
Inlays Black Face Dots
Nut Install GraphTech Black TUSQ XL
Neck Finish No Finish
Scale 25-1/2 in.

 

[Rickgrxbass]

Eh, a lot of people just got or are getting ready to get their tax refund checks, which probably means their order volume is on the upswing, which not only increases shop times, but also places more stress on the customer service agents. Sure, they could go in the back and physically check on your order, but that may take 5-10 minutes, at least, for them to track down who's got it, what station it's at, etc. etc. Multiply that by a couple dozen identical calls, and the hours start racking up. And those hours aren't free. If they waste hours and hours tracking down pieces in the shop like that, our costs will go up.

Believe me, I know that feel, bro. I've got a neck out there right now waiting to come home to me. I recommend a six-pack and a little more patience. Yes, it's outside the random guesstimate the website quotes, but it's custom-built to order. It'll be worth it.

 

[hannaugh]

It seems like if it is exactly 6 weeks today, it's a little early to be getting anxious about it.  I mean, it could literally be getting packed to ship out to you right now.  The site states "If we experience delays in production significantly beyond these estimates we will contact you with updates ". 

Honestly though, I was surprised that the site said 4-6 weeks for unfinished stuff.  I've always been told 8-10 on everything custom I've ever ordered from them, whether it was finished or not. 

When I ordered my Taylor, it took 5 months (I think... can't remember exactly, but it was a loooonnnggg time) and I couldn't get any info at all - literally not even a time estimate when I first made my down payment.  The guy was like "it could take 6 months, it could take a year?  I guess lets say 12 weeks at the very earliest, but I really don't know."  So I think it's kind of a common thing to have fuzzy time frames in the industry.  The guy at my local shop says it's taking 18 to 24 months to get anything from the Fender Custom Shop these days.  It's nuts. 

 

[stubhead]

There can be quite a bit of variation in how the customers are treated. I have never ordered off the "In Stock" listings; I always want something or another specific, and I usually end up going back-and-forth with one specific sales rep, and I ask for him and e-mail him only - it seems as though it works best for me, as far as communication goes. It doesn't sound as your guy was grumpy or cavalier or dismissive, he was just making an assessment as to how busy they are.

Which leads to this:
http://www.warmoth.com/Ordering/Careers.aspx

If you look at the "Careers" page, even in this crappy economy it still sounds as though Warmoth is going balls-to-the-walls busy, they're trying to hire at the very least six people, all spread out over the place as far as the job duties. I mean, the guy didn't lie about it, and there's no one who would want them to rush through the steps needed to make great stuff. Looking at your order, I could only GUESS that they might have ran low on really nice birdseye, it could be they ran low on basswood; and they don't really have someone who can run around accumulating those kinds of info, at the cost of neglecting the ringing phones and e-mails. If I were you, I would try e-mailing the exact same salesman who put your order together and ask him what a realistic timetable is. But they're short of help, and NOBODY wants their quality to suffer.

 

[Freakoftheweek75]

Very much appreciate the quick replies. I'm more than willing to wait to get the quality instead of a rush job. And like I said, I would NEVER expect them to go checking on an order every time someone calls. I think the only thing that struck me as a little off was being told, "If we have t go to the shop to pull your order and check it it'll go to the back of the line." That kinda set me off.

As far as my order, I'll continue to be patient. He asked for my name and then needed my city and state because there are 3 of "my name" with outstanding orders in progress. No doubt they are busy. I do however think they should change the site to say up to 10 weeks for custom orders. Not at all upset waiting 10 weeks, except I rushed out this past weekend to buy a lot of my hardware  thinking we were almost "there".

Thanks again for the replies. Much understood.

 

[ezas]

Not worth getting upset about. Work with them, not against them. I'm not crazy  about a $40 upcharge to pick a heavy or light piece of wood but it is what it is, and it's theirs to decide what 'is' is.

They want to get your order done so they can get the next one out, and the one after that, etc. They seem like good people, but their business model (internet, keep prices down for the quality you get, etc) requires an efficient business model.

Try even finding a phone number for GFS if you want to see what I mean.

 

[JimBeed]

I would say it'll get to you when it's ready, not before, not after.

Not sure how long my Z bass which required finish and a finishless neck and such was, but i ordered it october/november i believe and got it late january/early february if i remember correctly(Due to it coming around the same time finishing it with a controlling little *ahem* )
I just let them take there time, And i couldn't be happier, Though i did have various other problems happening at the time which kept my mind off it, At times i nearly forgot i Ordered a bass  :sad:

 

[Super Turbo Deluxe Custom]

6 weeks isn't long, even for unfinished pieces.  With a chambered body, the top and body are both 2 pieces that are glued together, then those 2 pieces are glued together.  This after your piece has been cured and before the chambering is done. There also isn't one employee that selected yours and didn't stop until it was done.  Many people have their hands on your order at every step, and it probably sat in a pile with other similar chores to be done.  It may seem to slow down the individual order but it speeds up the process as a whole.  I wouldn't become frustrated at 6 weeks.

 

[MSP]

I think it's terrible service and you should call and tell them that you no longer want it and that they should send it to me.

 

[Freakoftheweek75]

Thanks for the advice everyone. I actually heard back from a rep from Warmoth who read this thread today. The body is complete and the neck will be done with all ready to ship hopefully next week.

Thanks for all of the responses.

MSP - I'm going to take you up on your offer. The two pieces together were $2666. Once I get verification from Paypal I'll have Warmoth reroute the shipping to you.
Deal?  :glasses9:

 

[MSP]

Umm, I will get my friend in Nigeria to send you a cheque. 

Seriously, though, I'm glad you got some feedback.  I've had nothing but great help from Warmoth.  They've even called to verify things in my orders that weren't logical to make sure I knew exactly what I would get if it went ahead I did mess up once or twice).

 

[stubhead]

Though I've never had a baby myself (Ouch! Wrong sex, too) , I think the Warmoth process is rather akin to motherhood. You know, when a young mother has her very first baby, she's screeching around, banging off the ceiling, self-stressed to the point of massive & serious derangement:

"OH NO! Baby only pooped 12 times today! He's DYING!"

"Ooooh. baby can crawl! NOOO-OOO, baby tipped over! Emergency room! Ambulance!"

And you may also have seen mothers who've had six or eight of 'em, they're like

"Hey, wait a minute - has anybody seen that little lumpy, squally crawly red thing this month? I hope it can find some food...."

One guarantee is it gets there when it gets there. And this forum is read, every day, by somebody... it's like a secret weapon, except I'm not quite sure who's zoomin' who - you have to know that those guys in the finishing department peek at this forum and say "what are we going to do to them helpless, woodporn-addled Unny's THIS month? BWAHAHAHAHAHAHA etc.

 

[Updown]

It's not like I'm calling after a week asking if the tone controls are routed yet, then calling after 3 weeks to see if the frets have been dressed, etc.

Should have ordered it earlier  :icon_jokercolor:

When it's ready it's ready is my motto  :icon_biggrin:

Fret dressing isn't part of their process ....
http://www.warmoth.com/Bass/Necks/FretWork.aspx

 

[TonyFlyingSquirrel]

I would encourage you to call and speak with Rob Rounds, Sales Manager.
I would not recommend bringing it to the forum for resolution.  Too much speculation can occur, and I know Rob would want to see your experience be a good one.

 

[Just Another Smith]

I am impressed how quickly Warmoth can make an entirely custom product as quickly as they do.  The worst part of waiting was the one week it took to go from WA to NY (that's more my fault for living so far away )

 

[hannaugh]

Though I've never had a baby myself (Ouch! Wrong sex, too) , I think the Warmoth process is rather akin to motherhood. You know, when a young mother has her very first baby, she's screeching around, banging off the ceiling, self-stressed to the point of massive & serious derangement:

"OH NO! Baby only pooped 12 times today! He's DYING!"

"Ooooh. baby can crawl! NOOO-OOO, baby tipped over! Emergency room! Ambulance!"

And you may also have seen mothers who've had six or eight of 'em, they're like

"Hey, wait a minute - has anybody seen that little lumpy, squally crawly red thing this month? I hope it can find some food...."

One guarantee is it gets there when it gets there. And this forum is read, every day, by somebody... it's like a secret weapon, except I'm not quite sure who's zoomin' who - you have to know that those guys in the finishing department peek at this forum and say "what are we going to do to them helpless, woodporn-addled Unny's THIS month? BWAHAHAHAHAHAHA etc.

This is very true.  On my first build I was literally crossing days off the calendar, having dreams about it arriving, checking UPS Quantum View every 10 minutes when it got shipped.  On my last build, I just waited without thinking about it too much, and when I got my UPS confirmation, I was like "Oh yeah.  I ordered something cool.  Should be here soon.  Sweet."

 

[mayfly]

Though I've never had a baby myself (Ouch! Wrong sex, too) , I think the Warmoth process is rather akin to motherhood. You know, when a young mother has her very first baby, she's screeching around, banging off the ceiling, self-stressed to the point of massive & serious derangement:

"OH NO! Baby only pooped 12 times today! He's DYING!"

"Ooooh. baby can crawl! NOOO-OOO, baby tipped over! Emergency room! Ambulance!"

And you may also have seen mothers who've had six or eight of 'em, they're like

"Hey, wait a minute - has anybody seen that little lumpy, squally crawly red thing this month? I hope it can find some food...."

One guarantee is it gets there when it gets there. And this forum is read, every day, by somebody... it's like a secret weapon, except I'm not quite sure who's zoomin' who - you have to know that those guys in the finishing department peek at this forum and say "what are we going to do to them helpless, woodporn-addled Unny's THIS month? BWAHAHAHAHAHAHA etc.

This is very true.  On my first build I was literally crossing days off the calendar, having dreams about it arriving, checking UPS Quantum View every 10 minutes when it got shipped.  On my last build, I just waited without thinking about it too much, and when I got my UPS confirmation, I was like "Oh yeah.  I ordered something cool.  Should be here soon.  Sweet."

I'm always pleasantly surprised when I get a package of guitar parts.  :headbang:

 

[bagman67]

Having done it three times, I still get pretty anxious right before the baby arrives.  Warmoth parts, well, not as much.

 

[mullyman]

I've only had 2 builds but my experience with customer service at Warmoth was top notch. Whoever it was that I talked to answered every question I had and helped me at every turn I was making. My first body was showcase but the neck was custom order. Got everything a month earlier than I had expected. I must have ordered during a slow period. Either way, I couldn't say anything against the people that have taken my phone calls.

Hope you get your stuff soon. You'll be pleased as punch when you do. It's well worth the wait.
MULLY

 

[BrianVincent]

I am impressed how quickly Warmoth can make an entirely custom product as quickly as they do.  The worst part of waiting was the one week it took to go from WA to NY (that's more my fault for living so far away )

Yes I hear ya ~ mine traveled WA-------> MA, well worth the wait!! I was blown away by the quality inside those boxes.