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Thread: Disappointing Living Water experience

  1. #11
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    I would expect five sets of strings to be sent with insured mail and a tracking number be provided. If someone chooses cheap shipping options then the risk of loss is much higher. If no tracked shipping is offered by Ken then he should provide a new shipment.

  2. #12
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    Quote Originally Posted by merlin666 View Post
    I would expect five sets of strings to be sent with insured mail and a tracking number be provided. If someone chooses cheap shipping options then the risk of loss is much higher. If no tracked shipping is offered by Ken then he should provide a new shipment.
    If you check the first post you'll see that Ken already did send a second shipment.
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  3. #13
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    Jul 2008
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    I have known Ken for several years and have spent time with him when is here in the states. He is an upstanding man of values. I don’t understand how you can go for months without knowing your strings did not arrive. Something seems odd here.
    Keep Strummin'

  4. #14
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    My Living Waters strings from Ken arrived without problems. It took about 3 weeks to arrive. Had customs stickers on it and had been opened by US Customs and resealed.

    I have bought many sets from Uke Republic, to avoid any possible Customs Holdups.

    It's possible that it may be in customs or the hand-offs between the British Postal Service and the Dutch Postal Service may have not gone smoothly.

    I'd start a dialog with your Postal Service and see if they can look into the shipments.
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  5. #15
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    I don't post as much as I did at one time, but recently I have been browsing at more posts and replying when I feel I have something useful to say. And yes, I do realize that just because I think it may be useful doesn't mean everyone else feels the same way

    Being a business person, I happen to believe that in this situation, the customer has to get the benefit of the doubt. And while I might find this situation very frustrating if I were in Ken's shoes, the second time I sent the order, I would have used a service that allowed tracking and recourse if they did not get there. I might lose money on the transaction but, hopefully I would gain a happy customer. If I made the decision to use the same service again, and the strings did not get there again, I would certainly be frustrated, but I would still feel obligated to make sure the strings got to the customer. Perhaps I was raised in a different time, but this is kind of Business 101 to me. Having read through this entire chain, I'm a bit shocked by how one-sided the replies are.

    I purchased Living Waters strings directly from Ken once. While they did eventually arrive, it took about a month. Maybe that is standard, and if so, I think maybe he should mention that somewhere on his page. Despite the fact that I sent him an email about 2 weeks after placing the order asking about how long it normally took for them to arrive, I never received an answer to my question. Instead, I got a reply that was inpatient, rude and left me thinking he should probably get someone else to answer his emails I don't think any less of the man, but in my case, I was left thinking he clearly does not have good customer service skills.

    I once ordered some strings from another company I won't name here. I liked them, but one of the treble strings began unraveling after a few weeks of putting them on. I mentioned that in a random post to someone I was talking to about strings. Within hours, the owner of that company contacted me, mentioned someone had seen the post and informed him about my comments. He reached out to me and offered to refund the purchase to my paypal account. I embarrassed and shocked in a good way. I've gone on to spend hundreds of dollars with that company after that experience.

    I do want to re-iterate I was very happy with the strings when they eventually arrived. But if they had not arrived, I would have felt it was Living Water's responsibility to eventually make sure they did. If I was looking for string recommendations and I read a post like this, I would be hesitant to purchase from Living Waters. What value does that represent? Certainly it would be cheaper to use whatever service is needed to make sure they do get there, and add another happy customer to the list.
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  6. #16

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    I am in agreement with Mezcalero's post above.

    I respect Ken and I also respect that the person making the post.
    Both parties are honest as far as I know.

    However, as a business it may have been sensible to send the second lot out with tracking.

    I sell on eBay and having tracking is a godsend.
    If a package goes missing, the customer is king and you have to issue a refund or repost the item.
    At least with tracking, you can make some kind of insurance claim with the postal service.

  7. #17
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    Apr 2017
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    Quote Originally Posted by kissing View Post
    I am in agreement with Mezcalero's post above.

    I respect Ken and I also respect that the person making the post.
    Both parties are honest as far as I know.

    However, as a business it may have been sensible to send the second lot out with tracking.

    I sell on eBay and having tracking is a godsend.
    If a package goes missing, the customer is king and you have to issue a refund or repost the item.
    At least with tracking, you can make some kind of insurance claim with the postal service.
    Yes, it is a difficult situation and one should be aware that a good name is easily trashed and hard to gain.

    Whilst not to any great extent I buy off of eBay and sell a little there too. One thing I do is to set my account to not accept bids from outside of the U.K., I do that because of spoof bidders and dangers in the postal systems of other countries, even those within Europe. The other thing that I do - and this might not be practical for Ken - is to obtain proof of postage for every item, if there’s a dispute then that gives me leverage.

    I had a look at Ken’s website and IIRC he bills just £3.00 to send outside of the U.K., his low price makes the process affordable but that comes with a small risk of non delivery. If a customer is concerned about that risk then it’s a simple matter to email requesting a special tracked service and to pay the additional amount, however (assuming that such an international service is there) I cannot see customers being happy to pay nearly as much for delivery as they pay for a set of strings.

    Thinking about Ken I don’t picture a business man but rather a long retired school teacher who offers to sell a specialist product for a modest enough price. Basically Ukuleles are his passion and we are fortunate that a byproduct of his interest is a willingness to supply strings to fellow enthusiasts. I can’t see him making much money on them and if he taught instead then his hourly rate would likely be not insignificant - ie. he’d make more money teaching than faffing around with (making up and posting) string sets.

    Yes, very ‘best practice’ might possibly have given a different result. However, to my way of thinking, Ken has already gone the extra mile and to ask more of him starts to become unreasonable and potentially an abuse of the service that he offers. If folk want a Rolls Royce Service then no doubt he can give it at three times the price ...
    Last edited by Graham Greenbag; 02-24-2020 at 03:37 AM.

  8. #18
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    Quote Originally Posted by Bill1 View Post
    I was reading these posts and decided to check out reviews on the Netherlands Postal Service. The available reviews are probably not perfect, but they paint an ugly picture of the service quality currently being provided by PostNL. Only 5% of customers rate it as an excellent service. 89% rate it as rubbish. Some reviews specifically mention tracking and identify that it does not work well in PostNL. Maybe paying extra for tracking is not really going to solve this issue?

    We live in a volatile world. Climate change, viruses, natural disasters. Life is too short already and its getting more and more inconvenient. Complaining and "raising issues" used to be an interesting topic, but these days it may be a much better policy to enjoy what you have in front of you right now and hope for the future, instead of getting upset by small things all the time.
    Hit the nail on the head there.

    As for Brexit, well we’re both in the transition period now (so trading as normal at the moment) and the order was posted before the transition period started. Brexit is horridly divisive - please, let’s just not go there - and in this case its possible effects are not applicable.

  9. #19
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    London
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    Quote Originally Posted by Bill1 View Post
    I was reading these posts and decided to check out reviews on the Netherlands Postal Service. The available reviews are probably not perfect, but they paint an ugly picture of the service quality currently being provided by PostNL. Only 5% of customers rate it as an excellent service. 89% rate it as rubbish. Some reviews specifically mention tracking and identify that it does not work well in PostNL. Maybe paying extra for tracking is not really going to solve this issue?

    We live in a volatile world. Climate change, viruses, natural disasters. Life is too short already and its getting more and more inconvenient. Complaining and "raising issues" used to be an interesting topic, but these days it may be a much better policy to enjoy what you have in front of you right now and hope for the future, instead of getting upset by small things all the time.
    Pick any country at random and google how bad their postal service is - they are all terrible (especially Australia by the looks of it!) I think this is just a case of 70% bad luck and 30% poor customer service.
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  10. #20
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    To echo other points - Ken is one of the good guys and isn't the sort to try and rip you off. It does seem though that he might want to look at tracked and insured delivery options (or at least give buyers a choice of taking his base postage OR an upgraded service).

    That's the only way I can see that it would be fair to both sides if something went wrong. If a local postal service keeps losing the package, you can't expect Ken to keep sending replacements... unless... they were insured.
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