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View Full Version : Above and Beyond Customer Service from Andrew at Hawaii Music Supply!!!...



GKK
08-31-2012, 06:55 PM
A few weeks ago, I bought a Soprano Islander uke as a birthday present for my sister in law from Hawaii Music Supply (The Ukulele Site).

When the uke arrived, it looked and played great but, when I went to put it back in the free hard foam case, I noticed the zipper was missing a tooth and would snag at one point.

Not wanting to give a broken zippered case to my sister in law, I decided to email Andrew and was preparing to ship the broken case back for another.

Andrew promptly emailed me back and said he was sending out another one which I was thrilled! When the replacement case arrived, I went to put the Soprano uke in the new case and found that the case was for a Concert sized uke.

Not, wanting HMS to send out another case, I emailed Andrew and told him thank you for the case and although it's a Concert size, I think my sister in law wouldn't mind a slightly larger case.

To my surprise, Andrew emailed me back today and said, he sent out ANOTHER Soprano case because that mistake was not acceptable and he hoped I could use the Concert case for another uke!

Andrew said, he didn't want my sister in law showing anyone the soprano uke in a concert case and thinking that's how HMS does things.

That is Customer Service at it's Finest and that is why all my Uke's will be bought from Hawaii Music Supply!!!... Thanks again, Andrew

Patrick Madsen
08-31-2012, 07:11 PM
I have the same sentiments towards Andrew and HMS. I bought an Acaia Ubass from Andrew. He ensured it was what he thought was the best one there, set it up, checked the intonation and sent it off. I agree My business will be thru HMS because of Andrew and the service he provided.

UkuleleSprinter
08-31-2012, 07:16 PM
I guess we can say Andrew and his TheUkuleleSite crew have the Aloha Spirit.

coolkayaker1
08-31-2012, 07:20 PM
Lovely story, GKK. I agree. Isn't it a warm feeling to find the right "fit" with a store where you just know, in your heart, that you will be doing your future business with them.

So, which concert ukulele are you getting to fit your case?

mm stan
08-31-2012, 07:37 PM
Thank you for sharing your wonderful experience with Andrew, Mike, HMS and the Gang...yes they are one of the best it not, the best...I am sure your sister will be estatic..Happy Strummings

Newportlocal
08-31-2012, 07:47 PM
Love hearing that. Thanks for sharing your story.

GKK
08-31-2012, 08:04 PM
So, which concert ukulele are you getting to fit your case?

I told Andrew that my wife and I are planning my 50th Birthday to Oahu next February and I'd like to stop by and pick up a concert Uke!

PhilUSAFRet
09-01-2012, 03:15 AM
Fortunately for us, these stories are becoming more common about Andrew an his HMS crew. With their awesome demos, have become the "guys to beat." (or at least emulate.

Jiva
09-01-2012, 05:59 AM
Andrew and all the HMS staff that I have dealt with have been fantastic. Only online store I will buy from.

lancemanion
09-01-2012, 12:14 PM
I too have had several great experiences with Andrew and HMS. Earlier this year when I stopped by the shop Andrew gave me his only Aquila Red unwound low G sample when he saw how much I liked it. There is no other shop that I would buy from either online or in person.

Lalz
09-01-2012, 12:16 PM
Does anyone know what their opening hours are? Cheers!

MGM
09-01-2012, 02:03 PM
Does anyone know what their opening hours are? Cheers!

You can find us in Haleiwa at 11 am every day...We close at 6 except thursday when we have the Thursday concerts in the parking lot and stay open until 8pm...Sundays we close at 5:00...

coolkayaker1
09-01-2012, 02:41 PM
Earlier this year when I stopped by the shop Andrew gave me his only Aquila Red unwound low G sample when he saw how much I liked it.
Did it pop?

Lalz
09-01-2012, 09:56 PM
You can find us in Haleiwa at 11 am every day...We close at 6 except thursday when we have the Thursday concerts in the parking lot and stay open until 8pm...Sundays we close at 5:00...

Thanks Mike! I'll give you a call today (HAST) / tonight (GMT) to ask for advice on a baritone :)

keliiyama
09-02-2012, 07:42 AM
HMS (theukulelesite) is truly filled with the ALOHA SPIRIT. Andrew, Mike, Jen (Andrew's partner in crime), and the rest of the crew are all top notch. They should be on every ukulele players itinerary when they visit Oahu:) They very well are the ukulele guru's of the North Shore. AUTOMATIC!

lancemanion
09-02-2012, 12:01 PM
Did it pop?

Not yet. I love it. Maybe it will pop, but my wound low G's never last that long either.

chrimess
09-02-2012, 12:40 PM
This fine institution deserves the name of "Merchant of Aloha".

SmilingPanda
09-02-2012, 04:47 PM
+1 for sure for HMS and Andrew.

All of the HMS crew are fantastic and their customer service is second to none. I bought a ukulelsite t-shirt from them and proudly wear it everywhere. When anyone asks about a good online place to get ukes I always recommend HMS. I know there are other great online dealers out there, but HMS is the only one I have personal experience with, and the experience I have had has been so good, that I haven't had any occasion yet to pursue any other online vendor :)

coolkayaker1
09-02-2012, 05:07 PM
Not yet. I love it. Maybe it will pop, but my wound low G's never last that long either.

Do me a favor--when it pops, post that it did. I'm keeping track, and since yours didn't pop yet, I've got it at 99% pop. When yours pops, it'll be unanimous. LOL

hawaii 50
09-04-2012, 08:18 AM
You can find us in Haleiwa at 11 am every day...We close at 6 except thursday when we have the Thursday concerts in the parking lot and stay open until 8pm...Sundays we close at 5:00...



i told myself i would never post anything like this but i guess never say never..
i was hanging out with Mike and Andrew at the ukulele site in Haleiwa last week..2 older women from Australia where there late to get their ukuleles..they had got there late because they got lost on the bus routes..(took them 9 hours..wow)
they took their time to pick their ukes which i thought was very smart! 1 Koaloha soprano and 1 Kanilea tenor the women where still there until 8:30PM..now another bus ride back to Waikiki(3 hours if you catch the right bus,,ha ha)

Mike gave the 2 women a ride back to Waikiki..which is kind of out of the way for him..i read about how nice these guys are all the time..But when you see with your own eyes got to say something..i tell you Mike and Andrew are very helpful and lots of knowledge cant go wrong with them.. ..Aloha

Farmer Rob
09-04-2012, 09:33 AM
Stopped in and saw Mike last Sunday- great guy... patient like a saint

hawaii 50
09-04-2012, 09:39 AM
ha ha i dont know if saint is the right word..but i know what you mean..

kenikas
09-04-2012, 04:27 PM
I have to chime in and add my 2 cents about HMS. I was very bummed when Musicguymic had his health problems and had to shut down his store, then when he joined up with Andrew and HMS it was a no brainer for me to deal with them. I just finished purchasing a Pono tenor from them and it was a very enjoyable experience! Even with the time difference Andrew always answered my emails so fast I began to wonder if he checked his email 24 hrs a day :D I am really looking forward to visiting their store on my next trip home, and wholeheartedly recommend them to anyone looking for ukes.

lancemanion
09-22-2012, 09:03 PM
Did it pop?

Yes, came home to find it popped. Think I'll wait a while before I order a new one to make sure I get the new formula.

jimmybookout
09-23-2012, 08:33 AM
Add my +1 to Andrew and Mike. I had an issue with an ukulele a few months ago. Even though I did NOT buy it from HMS, Andrew and Mike chose to involve themselves and try to help me get a resolution. It was truly amazing what they did, when they had NO dog in the fight, they jumped in because THAT'S WHAT THEY DO!!!

They are great ambassadors for the ukulele and our 50th state. You guys are my heroes!

Jimmy