Kmc Music

My husband bought a guitar that was still under warranty. He was new to guitar playing at the time and it was really hard to play his Takamine. Finally, we called KMC Music, who is the U.S. distributor for this.
Upon taking the Takamine to the AZ Authorized Service Center, we discovered the guitar was incorrectly manufactured. They said to ship the guitar back to them and they will replace it. However, we would have to pay for shipping. Shipping a guitar across the country is pretty costly and we refused to pay for shipping. With the negotiations with KMC, they finally agreed to pay for the shipping.
To help control the shipping, they sent us a shipping label via snail mail. In today’s modern technology, this was a bit backwards, but we were patient and let KMC choose how to ship us the label. Email would have been more effective as other companies do.
We got the guitar boxed up and shipped it back to KMC on their shipping label. It took about 3 months to get the replacement guitar and a number of follow up phone calls, but at the end of it, we got a new correctly manufactured Takamine that works well. This was in August.
About 7 months later, it needed some adjustment because of vibration sound from a couple of the strings. We took it to the local Authorized Takamine Service Center and they fixed it at no charge to us. It was under warranty.
Though when we went through the process last summer of 2013 and it was a bear, Takamine/​KMC wanted to make sure we were happy and we are despite the hand holding we had to do through all this.
I would like to add that the many, many phone calls I made, sometimes it was frustrating to talk with the KMC people, but the one thing was they always still treated me with professionalism and courtesy, even if I was upset. This is really important when dealing with an unhappy customer.
Even when I wrote something negative on their FB page, whomever managed the page was extremely polite, courteous with me and helped me better address my issues. They took the high road and did overall provide decent customer service. I’m not going to say customer service is excellent, but it was decent.
We will one day purchase another guitar from Takamine because they made right on their warranty and they stood behind their product. Not once did they ever bash me, and we were treated with respect the whole time, even if they were not happy with having to pay for shipping, which for the guitar was well over $ 100.
In the end, we will most likely purchase a guitar that is in the range of over $ 2K+.
I think one of the marks of great customer service is being able to handle irate customers and do such a great job that you turn them to do more business with you because you have made them happy. Thank you, KMC Music.