KimUke
Well-known member
A few months ago, I bought a Tenor ukulele from Gordon and Char at Mya Moe ukes. Sadly, I soon discovered that the tenor size just wasn't for me. I felt terrible about this and didn't even want to tell Gordon and Char because in my eye they were in no way responsible for the choices I made when building my uke. Anyway, the folks at Mya Moe were concerned because as Char said....we want you to absolutely love your Mya Moe. I tried a few string changes and in the end the decision to part with the uke was reached. What did MM do? They bought back my uke and found it a new home AND WERE HAPPY TO HELP.
A month or so ago, I bought a Mainland Pineapple from a member of this forum who purchased the uke in April. Shortly after the purchase, the bridge of the uke popped off. I called Mike @ Mainland Ukes and started to tell him the story. Before I could get the words out about the bridge popping off...Mike said...Aah the bridge popped off....I thought ok...he knows of this happening with this uke (and a forum search and internet searching confirmed that this is an issue with this particular uke) so all will be ok. I expected a sorry this happened to you....we will replace this immediately...or ship it back for a fix....SOMETHING that showed a little concern for someone just being exposed to his brand and experiencing a problem just 4 months after the uke was put in service. Instead, there was an immediate reluctance to help. I was told to write him an email (which I did) and that he would have to discuss the matter with his wife.
To make a long story longer, when Mike got back to me I was told that the only way they would help me is if I shipped the ukulele back to the purchaser (whose reputation was attacked in the email) and then shipped to him. When I pushed a little harder saying...why not work with me directly then...because shipping this inexpensive uke around the country 4 times instead of two made little sense, I received no further response.
I made the decision that it was MORE important to get this story out than to have my ukulele replaced/repaired by Mainland - because frankly - I can afford to eat the expense where other future customers may not have that luxury or may wish to reconsider purchasing a uke whose bridge is known to pop off. So, I've put my money where my mouth is.
I don't want reluctant customer service!
This is MY experience with Mainland. I am not really interested in praise of the company or more damaging stories, I just wanted to share my story.
I did let Mike know that I would be vocal in sharing my experience. I didn't want to be threatening - as I mentioned specifically to Mike - but it seemed completely absurd to be in a position where obstacles driving the cost of a repair or replacement of the uke were being intentionally put in my way. I really don't see how expecting a repair on a 4 month old uke with a known issue is unreasonable and why an owner wouldn't be bending over backwards to rectify the situation in the easiest way possible.J
The End
A month or so ago, I bought a Mainland Pineapple from a member of this forum who purchased the uke in April. Shortly after the purchase, the bridge of the uke popped off. I called Mike @ Mainland Ukes and started to tell him the story. Before I could get the words out about the bridge popping off...Mike said...Aah the bridge popped off....I thought ok...he knows of this happening with this uke (and a forum search and internet searching confirmed that this is an issue with this particular uke) so all will be ok. I expected a sorry this happened to you....we will replace this immediately...or ship it back for a fix....SOMETHING that showed a little concern for someone just being exposed to his brand and experiencing a problem just 4 months after the uke was put in service. Instead, there was an immediate reluctance to help. I was told to write him an email (which I did) and that he would have to discuss the matter with his wife.
To make a long story longer, when Mike got back to me I was told that the only way they would help me is if I shipped the ukulele back to the purchaser (whose reputation was attacked in the email) and then shipped to him. When I pushed a little harder saying...why not work with me directly then...because shipping this inexpensive uke around the country 4 times instead of two made little sense, I received no further response.
I made the decision that it was MORE important to get this story out than to have my ukulele replaced/repaired by Mainland - because frankly - I can afford to eat the expense where other future customers may not have that luxury or may wish to reconsider purchasing a uke whose bridge is known to pop off. So, I've put my money where my mouth is.
I don't want reluctant customer service!
This is MY experience with Mainland. I am not really interested in praise of the company or more damaging stories, I just wanted to share my story.
I did let Mike know that I would be vocal in sharing my experience. I didn't want to be threatening - as I mentioned specifically to Mike - but it seemed completely absurd to be in a position where obstacles driving the cost of a repair or replacement of the uke were being intentionally put in my way. I really don't see how expecting a repair on a 4 month old uke with a known issue is unreasonable and why an owner wouldn't be bending over backwards to rectify the situation in the easiest way possible.J
The End