Ever have a customer that hated the repair?

[Axtman]

My fellow repair guy friend and I were discussing repairs. I only occasionally do repairs for friends. I mostly work on my gear, then sell it.

This got him to ask me, "What if the customer hates how the repaired amp sounds?" What has been your experience?

[Chuck H]

I feel like I might have some room to respond here even though I'm not a repair guy per se'. I have done mods and repairs here and there and I've built a half dozen custom amps for customers that already knew what they were signing up for. So far my own experience has been that as long as I'm clear about what the customer should expect they are happy. I've seen a few threads here where a repair service has taken it into their own hands to reverse poorly executed mods on amps and so far I haven't seen any follow ups indicating a negative response. Though I have wondered sometimes. Some reversed mods were overt enough that the amp would clearly be different upon return to the customer but still no follow ups indicating complaints. I have to assume in these cases whom ever is doing the work is clear with the customer to avoid misunderstandings. That's really the whole game when you get into such nebulous territory. Communication.

[The Dude]

Yes, communication is key. If I'm going to do something to an amp that might change it's sound, I'll always contact the customer first. Sometimes, it's a hard sell. You might find something modified that may be or IS detrimental to the amp. You explain to the customer that his amp may go up in smoke at any moment and the only way to fix it is to "un-modify" it. He doesn't want to. At least, at that point, you've made him aware and further problems are not yours. He can't come back and blame you for future problems. I find that most of these sorts of things, in recent years, are due to people reading moronic internet lore that is not at all based in reality. Trying to convince people they are wrong can be difficult. So, at some point, I don't bother trying.

[Chuck H]

Yes, communication is key. If I'm going to do something to an amp that might change it's sound, I'll always contact the customer first. Sometimes, it's a hard sell. You might find something modified that may be or IS detrimental to the amp. You explain to the customer that his amp may go up in smoke at any moment and the only way to fix it is to "un-modify" it. He doesn't want to. At least, at that point, you've made him aware and further problems are not yours. He can't come back and blame you for future problems. I find that most of these sorts of things, in recent years, are due to people reading moronic internet lore that is not at all based in reality. Trying to convince people they are wrong can be difficult. So, at some point, I don't bother trying.

Fantastic! This is the kind of "wisdom" I hoped to see on this thread

[The Dude]

I'm not sure I'd call it wisdom. It sounds more to me, after reading it back to myself, like the rantings of a grumpy old man. That said, the point is. If you can't convince a customer to do the right thing, at least make him aware of potential repercussions so that you don't get blamed when things go bad.

[Chuck H]

I'm not sure I'd call it wisdom. It sounds more to me, after reading it back to myself, like the rantings of a grumpy old man. That said, the point is. If you can't convince a customer to do the right thing, at least make him aware of potential repercussions so that you don't get blamed when things go bad.

And this learned through hard experience. (= wisdom)

[Leo_Gnardo]

I'm not sure I'd call it wisdom. It sounds more to me, after reading it back to myself, like the rantings of a grumpy old man. That said, the point is. If you can't convince a customer to do the right thing, at least make him aware of potential repercussions so that you don't get blamed when things go bad.

Learned the shorthand version from grumpy old men over 50 years ago: CYA. Cover Your Ass.

[The Dude]

Eloquently put, Leo. I'd like that post twice if I could.

[Mick Bailey]

I've never had a customer complain about repairs and how the amp sounds afterwards (quite the opposite), but I've had plenty that didn't like modifications proposed by themselves. Many of these came from kits, or from instructions downloaded and printed off for me. In each case I've explained that I didn't think these were a good idea, and in some cases would devalue an amp - sometimes considerably if the chassis was drilled or original parts removed. There's no satisfaction in carrying out work in the knowledge that the amp would be coming back to reverse the changes.

[Mars Amp Repair]

Well,
When I had my shop in Denver, I had a fair amount of folks requesting mods that they saw on the web. I would assess what the mods were intending to do and decide whether or not it looked like they might actually accomplish what they claimed. If it didn't seem like it, I'd elect to not do the mod & perhaps suggest something else that had already proven itself to be effective.
Either way I'd make it clear that I was only performing the mod (usually tone mods) and couldn't guaranty the results would be what they were looking for.
I a few cases, I had the cust come in & try the amp before I'd solidify the mod to be certain they were happy with the results.
Since I've been working Boise, ID, I've had no requests for any type of mods. My customers seem to be mostly the older crowd, like myself, who I believe have outgrown the search for the Holy Grail Mod to make their Fender sound amazing or they are the younger crown who don't seem to be tuned into tone from the amp as much as what they can get from a pedal.

[Tom Phillips]

My approach is to tell the customer that we need to make sure that the amp is working properly before adding mods. In many cases the customer was amazed and very happy with an old Fender amp after it was restored to "as new" working condition without the mod found on the internet.

[Axtman]

I agree with the mods. It is hard to know what it will sound like until after it is done. It's probably not a big deal if the mod is reversible. I don't like the idea of carving up a vintage amp just for someone's fancy.

I don't really do mods. I try to bring the amp back to stock. The only deviations are for safety, like adding a 3 prong cord and removing death cap. I might also up the value of capacitors slightly.

I think it is crazy when guys try to change a sow's ear into a silk purse. If you want a silk purse, sell the sow's ear and buy a silk purse!

Everyone I have worked on their amp has been happy. They are glad to have an amp that works. The only exception may have been a harmonic player. I worked on his Tweed Champ. I did not mod anything just replaced tubes, capacitors, cords, etc. After a little bit of time, he called me and wanted the old parts (worn out) back. I had to fish through the trash to get them. His only comment to me was that it was really loud. Duh! My friend Mark Black said that harmonic plays like amps that sound sickly.

[glebert]

Not with the repair itself, but definitely some that had fixer's remorse after spending too much to get a "free" amp working only to find it really wasn't the kind of amp they want.

[nevetslab]

I can't recall any customer who hated the results of my repair or restoration efforts. I have had amps come back that didn't work in Monrovia, but worked fine here in Burbank. Not finding any problems, sent them back and later get them back to take a second crack at them. Also find similar things happen with gear that is sent over from our Guitar Dept down the street and around the corner from my shop. We do have a huge inventory of rental gear from most of the desired equipment mfgrs' to choose from.

Usually the independent customers are thrilled to have their prize possession brought back to life, and no longer rattling or doing weird things that they just put up with for years. Having come from Manufacturing, and seeing some of the stupid mistakes that happen in production, I have that eye for spotting poor workmanship from manufacturers. Never ending task, correcting manufacturing defects. Customers sure do appreciate that!