UPDATE: It has arrived this morning. Expect photos later!
OP:
I have been reluctant to post about this, partly because I wanted it resolved first and partly as I've always been a loyal Thomann customer.
I decided out of panic when Jacksons went up in the UK to buy a Jackson SDX from Thomann - I have never bought a guitar from Thomann before but I have bought amps and other large items which have always been delivered in 3 working days. About 15 minutes after ordering it I received the email saying it had been despatched. Classic German efficiency I thought. I switched on email updates for the tracking and went about my business.
5 days later i had received no updates - now im not expecting delivery in 5 days but from my experience of Thomann you get updated when it arrives at the German export location, and again when it arrives in the UK and also when its out for delivery. Curious as to why i hadn't heard anything I emailed Thomann (I was penny pinching and should have rang them). They responded the following day saying they didn't know where it was but would ring DHL immediately and get back to me ASAP. That was 5 days ago, although admittedly only 3 of those were working days. At the weekend the tracking finally updated and the parcel was in Koln, a whopping 3 hour drive from Kitzingen where it originally tracked. According to the tracking it is still in Koln - it took 8 days to travel 3 hours, and has been sat for a further 3 days in Germany doing nothing. I have no estimated arrival time and still no response from Thomann, who I have emailed back asking why I hadn't heard from them 'ASAP'.
Am I being overly critical or overreacting? Is it wrong of me to expect a parcel to have travelled slightly further than 3 hours down the road since being despatched 11 days ago? I appreciate that this is mainly a DHL issue and not Thomann, but they haven't been too helpful. Is this a standard Thomann experience these days?
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Comments
Get on the phone and ask! People are always more responsive to direct communication.
I don't buy mail order guitars any more (one shop is an exception), even if if means missing out on something. Purchasing for me is about the shop experience, although the Dawsons thread shows that isn't guaranteed either.
Like sods law the tracking has just updated to say its in this country, but then 2 minutes later said it wasn't. It is quite possibly lost but they do have more in stock
Formerly TheGuitarWeasel ... Oil City Pickups ... Oil City Blog 7 String.org profile and message
Formerly TheGuitarWeasel ... Oil City Pickups ... Oil City Blog 7 String.org profile and message
More surprising was that it was brilliantly made and finished.
Hey ho, that's the gibbo lottery.
Thankfully I won this one.
.I used to work delivering fitted kitchens to public customers.The deal was we didnt waste time checking the contents of the boxes when delivered as we would never get our round done .The company always made good .I suspect Thomann works on that principle
Formerly TheGuitarWeasel ... Oil City Pickups ... Oil City Blog 7 String.org profile and message