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DPO
01-20-2018, 12:28 PM
Is it perchance just me they don't like? Or do they just not like replying to emails. I buy my Gotoh UPT tuners from them, no problem with shipping to NZ, yet when I email about anything they seem to just ignore me. They have a special on their site for builders to get a discount on the tuners for five sets or more, so I email them asking what the discount is and after THIRTEEN days no reply. So I email Andrew (the owner?) And after four days still no reply. Customer service? Oh and I am in New Zealand so phoning is out. Anybody else have issues getting replies to email?

Peace Train
01-20-2018, 02:21 PM
I understand your frustration as I haven’t had much luck in the past getting a reply through email with anyone at HMS but Andrew. I’m guessing he’ll reply, but to expedite things you might want to try reaching him through private message here on this forum. Good luck! :)

Pueo
01-20-2018, 03:59 PM
They are busy people, but they will get back to you.
NAMM is also coming up, so it may take a while to get caught up after that.
In general if I call or text Andrew, I know I will get a response, but it may be a few days.
I find email best, but again it may take a couple of days.
I find that pretty remarkable seeing as I am sure he gets a very high volume of emails and calls from around the world daily, in addition to all the business operations he does.

DPO
01-20-2018, 04:35 PM
They are busy people, but they will get back to you.
NAMM is also coming up, so it may take a while to get caught up after that.
In general if I call or text Andrew, I know I will get a response, but it may be a few days.
I find email best, but again it may take a couple of days.
I find that pretty remarkable seeing as I am sure he gets a very high volume of emails and calls from around the world daily, in addition to all the business operations he does.

Now twelve days since I emailed the Company. If I took that long to reply to a customer I would have NO customers.
We live, work, and do business in a global village and it is 2018 not 1918.

Paul Henneberry
01-20-2018, 05:38 PM
I got exactly the same service to exactly the same enquiry about bulk discounts. I gave up on them after 3 weeks of not getting a reply and went shopping for the UPT's some where else. I ended up getting from this place http://www.smakula.com/ and the service couldn't have been better. The price was a bit higher but Bob was a pleasure to deal with and he freighted them to me in Western Australia within a week.
cheers
Paul

DPO
01-20-2018, 06:03 PM
I got exactly the same service to exactly the same enquiry about bulk discounts. I gave up on them after 3 weeks of not getting a reply and went shopping for the UPT's some where else. I ended up getting from this place http://www.smakula.com/ and the service couldn't have been better. The price was a bit higher but Bob was a pleasure to deal with and he freighted them to me in Western Australia within a week.
cheers
Paul

Yes, I buy my remo heads from Bob, good guy , I never thought about him for tuners. To be fair to HMS they have supplied

me with tuners without issue, it just drives me crazy that in this day and age they can not get their act together when it comes to communication.

AndrewKuker
01-21-2018, 11:36 AM
You emailed support asking “Can you tell me the price for tuners in lots of 5?” So Zach got the email and I guess didn’t understand you because he left a note for me on the email “How much would it cost for just one extra UPT tuner? 10 bucks?” I missed that note as well as your follow up to me 3 days ago. My sincere apologies. I get lost in projects and get to dozens of emails daily but still fall short of getting to all of them sometimes. Zach does keep up with the support emails and we all answer and help people all day as best as possible. That’s why we’re still in business with 12 full time people supporting themselves and families. We are trying to have our "act together" so my apologies for the shortcoming with this inquiry from you.

The luthier discount code is "luthier discount" and you get 10 bucks off a set. Mahalo.

Beau Hannam Ukuleles
01-21-2018, 11:38 AM
Call for free with Skype.
Also, Facebook messenger has a free phone and/or video feature which i use. Andrew is on FB as are many of the HMS employees.

DPO
01-21-2018, 11:46 AM
You emailed support asking “Can you tell me the price for tuners in lots of 5?” So Zach got the email and I guess didn’t understand you because he left a note for me on the email “How much would it cost for just one extra UPT tuner? 10 bucks?” I missed that note as well as your follow up to me 3 days ago. My sincere apologies. I get lost in projects and get to dozens of emails daily but still fall short of getting to all of them sometimes. Zach does keep up with the support emails and we all answer and help people all day as best as possible. That’s why we’re still in business with 12 full time people supporting themselves and families. We are trying to have our "act together" so my apologies for the shortcoming with this inquiry from you.

The luthier discount code is "luthier discount" and you get 10 bucks off a set. Mahalo.

Thank you.

Choirguy
01-21-2018, 12:38 PM
I love HMS. What other company monitors the forums connected with their field AND responds to issues openly?

Incidentally, I’ll be buying some UPTs soon, and you know what company I’ll buy them from.

DPO
01-21-2018, 01:09 PM
I love HMS. What other company monitors the forums connected with their field AND responds to issues openly?

Incidentally, I’ll be buying some UPTs soon, and you know what company I’ll buy them from.

I stated quite clearly that I had no problems with the product nor the shipping, my issue was with the poor communication .

Pete Howlett
01-22-2018, 02:14 AM
The case of the buried email is solved. It's happened to me so you have my sympathies Andrew and Dennis.

FiL
01-22-2018, 02:24 AM
I've had a hard time getting them to reply to emails as well. I sent them a message back on November (via their website contact form), with no reply. I sent another one a week or so later and finally got a reply (and an apology). When I asked some follow-up questions, I once again didn't get a reply. I gave up after that.

- FiL

DPO
01-22-2018, 08:27 AM
I've had a hard time getting them to reply to emails as well. I sent them a message back on November (via their website contact form), with no reply. I sent another one a week or so later and finally got a reply (and an apology). When I asked some follow-up questions, I once again didn't get a reply. I gave up after that.

- FiL

Yes, and this is clearly not an isolated incident, I think Andrew should promote one of his twelve full time employees to official email answering officer thus eliminating the problem.

Anyway I'm done with this subject, time to move on.

hawaii 50
01-22-2018, 08:51 AM
I've had a hard time getting them to reply to emails as well. I sent them a message back on November (via their website contact form), with no reply. I sent another one a week or so later and finally got a reply (and an apology). When I asked some follow-up questions, I once again didn't get a reply. I gave up after that.

- FiL



you can always call Andrew directly on his cell 808 781 9168.....if you look on the website all the employees have their cell number listed....hopefully you will now call Andrew directly....

p.s. they will be at NAMM soon but he should be able to answer your questions

Martinlover
01-22-2018, 02:07 PM
I have had good luck calling them. Spoke with Corey a few times and Aaron once. Zach is slow to get back to you but they ship on time. And take returns.

AndrewKuker
01-22-2018, 05:01 PM
On average we answer about 100 emails a day from our store accounts so I know people are being communicated with in that format. We’ll keep trying to improve. Oh btw, sorry about the Pooper account I made this morning with the rave review. I thought it was obvious enough to be funny but, you know, maybe not.

Pueo
01-22-2018, 07:44 PM
On average we answer about 100 emails a day from our store accounts so I know people are being communicated with in that format. We’ll keep trying to improve. Oh btw, sorry about the Pooper account I made this morning with the rave review. I thought it was obvious enough to be funny but, you know, maybe not.

I thought it was funny Andrew!

buddhuu
01-22-2018, 10:25 PM
On average we answer about 100 emails a day from our store accounts so I know people are being communicated with in that format. We’ll keep trying to improve. Oh btw, sorry about the Pooper account I made this morning with the rave review. I thought it was obvious enough to be funny but, you know, maybe not.

It was funny, but unfortunately it was also against the rules (UU Rule #4) so I had to delete the joke account.

No duplicate/secondary accounts, guys. Not even in the cause of comedy.

Have a nice day.

AndrewKuker
01-23-2018, 01:36 AM
First emails and now rules? That’s a lot of reading. Nah, but i did just read the rules, my bad, and makes sense. Thanks for doing what you do buddhuu.

DownUpDave
01-23-2018, 01:55 AM
First emails and now rules? Thatís a lot of reading. Nah, but i did just read the rules, my bad, and makes sense. Thanks for doing what you do buddhuu.

It's tough trying to please all the people all the time ain't it brother:p

I buy from Andrew and HMS because they DO care and he has always been a stand up guy. But yes I have experienced the same issues with email response but now I use the phone. Brilliant device, they should have invented this before email, you can actually talk to someone and get an immediate answer.

buddhuu
01-23-2018, 04:01 AM
First emails and now rules? Thatís a lot of reading. Nah, but i did just read the rules, my bad, and makes sense. Thanks for doing what you do buddhuu.

No worries. Thanks for understanding.

Pete Howlett
01-23-2018, 08:03 AM
I think the point has been made and Andrew has been well and truly admonished. So are we done with flaming Andrew and HMS now? I hope so because this sort of public flogging is depressing!

AndrewKuker
01-23-2018, 09:10 AM
Ah it's cool. I get nice emails from happy customers every day. I try to take the criticism constructively. But I should mention to any of you guys that you can text me directly and I usually answer quickly. (808)781-9168. We're here and want to help. There's just always a lot going on. Mahalo friends.

Minor Adjustment
01-26-2018, 06:34 PM
If I buy from your web pages, does that still function, if you want accessories fitted ? By this I mean getting input form you ?

Pete Howlett
01-27-2018, 03:56 AM
Andrew has explained the best wsy to communicate and you are using this forum still? Moderators please close this now very pointless thread.

Chopped Liver
01-27-2018, 04:27 AM
I have never had the opportunity to order from HMS but maybe one day I will. However, the man has given out a number to text him with! On a public forum! That tells me they are very interested in hearing and helping.

Hope to order one of those pretty Kala Ziricote sopranos when I get some uke money . . .

DPO
01-27-2018, 09:21 AM
Andrew has explained the best wsy to communicate and you are using this forum still? Moderators please close this now very pointless thread.

I started this thread with the best of intentions and stand by my comments, however as you have stated Pete is has now outlived it's usefulness, accordingly I have pm'd the mods and asked that it be closed.

buddhuu
01-27-2018, 01:38 PM
With some relief I'm closing this at the OP's request.