Andertons service...

skunkwerx

Recently (Jan), part ex'd an old guitar of mine with Andertons, and paid a little extra for a used Chapman ml-2. Had been wanting to give them a go, and seeing as the guitar I traded was the least played and lowest end of my line up, I decided it could go.. with the intention of buying its bigger brother model in the future to replace it with.. beause I really cant let stuff go... 

ANYWAY.. I digress. 

So earlier in the week I decided I liked the chapman ml-2, but kinda didnt want it in black. Its my most least favourite of colours.. even though the flame top was lovely.. also as it was used it was a bit minging and needed a serious set up and a new tone knob (it worked but was a little looser in torque than the volumes, and crackled a bit). I'm sure andertons would have remedied this for me.. but you know what Gas is like dont you?

Here started the gas... I thought I could trade the chapman back in, and instead of spending money on a new tone knob and set up, I could spend it on a brand new chapman ml2.. which obviously would be new out the box, have a years warranty and a free gig bag, and also if I was going to drive 120 miles there and back to have them change the pot.. all the justifications y'kno.. 

Anyway I had a cheeky idea, so I emailed Andertons Tuesday evening, expecting a 'fuck off mate' reply.. 

I explained to them when I part ex'd, + paid some extra to get the used Ml2, (4 weeks ago), and how I liked it but really fancied buying a new one now in a different colour, and asking really nicely if they would allow me to exchange it and pay the difference off a new one. 

Trade in + cash I paid worked out to £300, so I was willing to pay the extra £140 for the new one if they'd exchange for what I paid. 

Lo and behold, a reply the very next morning. 'Of course you can' he said. 

Would exchange it straight up. I was expecting them to say either it would have to be traded in again, or they would knock some money off because I'd used it for 4 weeks or how about just no because unless its faulty, as I'm well aware retailers have no obligation to exchange or refund seeing as I bought it in store. 

The fella explained that you have 30 days for an exchange, so long as you got your reciept and the item is as it was sold (so no damage or what not). 

Excellent stuff. So off I commuted. Even got a front of store parking space mwahahah. Forgot to ask if any of the 6 I saw on the website were actually in store though.. silly me. 

Turned out only the display model was in store, but the fella happily said If i wanted to wait 40 minutes or poodle off into town, he would send someone to the warehouse to get me a new boxed one. 

Great stuff, so I went and perved over Guildfords women and found a mcdonalds. Far too dangerous hanging around the store after payday... 

Came back and they had brought 2 for me to choose from. Thats cool. Asked if I wanted to jam with it in the booth etc. 
Swapped it over for me no problems, and before I paid the difference I put a pack of d'addarios on the counter n said I'll take these as well, but the guy said 'oh i'll chuck those in for ya'. Sweet. Didnt even have to ask! 

I left and drove home. Eating beef jerky and cruising the m25 feeling like a winner, only to Realise this was one of their guitars advertised to come with a free accessory pack worth £40.. oops. We all forgot this. 

Not fussed though and I was already 30 miles away, I presume it would be basic guitar accessories which I really didnt want nor need.. 
However... 

Kinda want freebies! 
So (its now Friday) a quick email to the same fella I spoke to the day before and explained I really wasnt too fussed but if they could sort me something out that would be epic. 

He emailed back a lovely reply, asked where he could send me one to save me driving back. 

Today (Sat) I got a dpd text saying it will be delivered Monday. 

So I felt like sharing a fantastic experience both by instore staff, and by the email/customer service fella. 

Dan86

Great to hear. I had a warranty issue with an amp and the service was excellent. Bought lots of stuff online with excellent communications and quick service. Also some great, honest advice about a few guitar related queries. 

Dave_Mc

Wow, that's brilliant.

skunkwerx

Yeah twas great! 

Heres andertons return policy for unwanted items.  (copied from their website as of Feb 2017) 

I'm presuming these are also the same for items purchased in store, as mine was, and that the 14 day refund isnt just for distance selling. 

:: 

Returning and exchanging unwanted items

• Items can be returned for a full refund if you contact us within 14 calendar days of receiving your item**
• Items can be exchanged for a similar item within 30 days of receiving your item**
• ** provided that the item is returned undamaged and in a condition that indicates you have subjected it to normal use only. Items should be returned as they were originally packaged as far as is possible.

UnclePsychosis

Yeah, but they make some videos that some people don't like. That's the important thing. ;-)

William Williamson

UnclePsychosis said:

Yeah, but they make some videos that some people don't like. That's the important thing. ;-)

It does strike me as odd that the joyless among us would see people making videos for free as a negative. I've found them a good shop, second only to GuitarGuitar and that's saying alot as GG are honestly the best vendor in the country IMO.

BloodEagle

I think their videos are pretty good, wish they were nearer to me as id love to have a look round - good to know the service is great too 

hubobulous

That's a cool story. Andertons used to come on here but I've not seen any comments from them for a while.

I like the store and they own the social media strategy right now. All down to hard work, mistakes made and tweaking I'd expect.

Sassafras

After you'd perved over Guildford's women, what did you do for the remaining 38 minutes?

Sporky

They let me trade in an HD500X and L3S for a Helix even though the HD500X was past 30 days. Only just past, but even so, quite decent of them. No fuss, no argument.

richardhomer

I love hearing about shops looking after their customers - Andertons clearly understand the value of a long-term customer.

I think Lee comes across as a nice guy. It's good to hear his business reflects that.

Fuengi

I went in (again) this week to buy a tremolo pedal, they were just brilliant - got one out and set it up in the test studio with another to A / B against, and told me to choose whatever guitar I wanted to test it with. 

I emailed them later to let them know what great service I'd had. 

usedtobe

Excellent!

paulnb57

Sassafras said:

After you'd perved over Guildford's women, what did you do for the remaining 38 minutes?

Class!

fendergibson

Sounds like they deserve to be number one retailer - that's a great service all round. 

Deijavoo

UnclePsychosis said:

Yeah, but they make some videos that some people don't like. That's the important thing. ;-)

This. 

Shame they don't come on here anymore.

rico

I agree. However some of their Saturday staff can be a bit clingy. 

One of their chaps was as good as gold when I went in there to try delay and drive pedals - can't for the life of me remember his name though. He has long hair and is Northern. 

jimmyguitar

They've always been great to me. They could do with some smaller packing materials in their warehouse though, check out this box they sent me with two unboxed used pedals in it 
https://i.imgur.com/ULV2Os0.jpg

fendergibson

jimmyguitar said:

They've always been great to me. They could do with some smaller packing materials in their warehouse though, check out this box they sent me with two unboxed used pedals in it 
https://i.imgur.com/ULV2Os0.jpg

Wow, they hand out free large cardboard boxes too ?? 

skunkwerx

Sassafras said:

After you'd perved over Guildford's women, what did you do for the remaining 38 minutes?

Sat in specsavers of course! 

Voxman

skunkwerx said:

Sassafras said:

After you'd perved over Guildford's women, what did you do for the remaining 38 minutes?

Sat in specsavers of course! 

No, he THOUGHT it was specsavers but it was actually the shoe shop next door!