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Hi, I’m sure many of us have experienced the outstanding SCGC customer service, but I just thought I’d relate this recent example.
I am on the subscription plan for the SCGC Low Tension Strings (subscription is great and the only way to go) and have been for about 3 years. In my latest set the high E was quite troublesome and wouldn’t quite intonate properly. After a day or so the string just popped out of the slot head tuner. I replaced it with the high E from another set of SCGC strings and all has been well… except now I had a set without the high E.
I emailed SCGC and requested that they please send an extra high E with my next set of strings. I let them know it was probably all due to user error on my part, but I would really appreciate it. Within an hour I got an email reply. Within 90 minutes I got a call from Brenda at SCGC to confirm my address. She said she would send me a new set of strings along with the extra high E strings.
I was shocked. I actually was able to have a company respond to my communication so quickly and I actually got to speak with a real, live human being instead of a robo-voice! 2 days later (I live in Northern California) I received the strings along with a kind note thanking me for my support.
What a great company to support! Any of you guys have tales of outstanding service from SCGC that you can share?
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TOO many to list here…..It started with my first phone call about a used SC D-a1 that I was considering buying at The Guitar Center In Ft Myers, Fl.. Carolyn Sill spenta 1/2 hour with me on the phone and researched the history and build specs and replacement value……I bought the guitar and sent it to the Mothership for recondtioning.
My last experience was just a few weeks ago when Brad sent me a new set of the 12 strings gratis. And in the same week I called about a “Dead” low D string in the DADGAD set I had just put on my new 000 ” Guiness”…… No problem…. got a new set in the mail in 3 days.
There have been so many times that I have picked up the phone and spoken with someone at SCGC (including Richard) and have marveled at their openness and personal interest in my situation.
I can’t even begin to thank the entire staff for what they sent me for my 75th bithday along with the 000.
Santa Cruz Guitar Company stands alone …….And I will pass on the stories of their excellence when I pass down my guitars to my family.
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