In praise of EB customer service

rico

I broke a paradigm string last week (Sunday) and I tried to do a claim for a replacement but I was missing two digits from the product code when I opened the foil packet. 

I emailed them directly and explained my quandary then yesterday the following arrived in the post:

- 2 new pack of Paradigm strings
- 1 new pack of M-Steels 
- 1 new pack of regular Slinkys

Say what you will about the strings (I like them) but you can't fault their customer service. 

John_A

Paradigm Strings Guarantee

If any string in a set of Ernie Ball strings bearing the Paradigm Guarantee (the "Product") rusts or breaks within ninety (90) days from the date of the Product is delivered in the UK or EU where the Product was purchased from an authorised Ernie Ball retailer, Ernie Ball will arrange to replace the entire Product, when a qualifying Guarantee claim is made.

That's pretty amazing

bingefeller

How did you prove that you broke it legitimately?

rico

bingefeller said:

How did you prove that you broke it legitimately?

I sent a photo of the broken string and the 18 of the 20 product code digits...

Arktik83

Fair play to Ernie Ball, the cynic in me wonders in six months time they'll treat any potential paradigm string break with the same courtesy!  Seriously though, great to hear about good customer service and a provider "going beyond the call of duty" in this day and age.