[darren]

Something to keep in mind is that not everyone is adept at a) writing; b) technology; c) typing.

I often get very short, terse-sounding email responses from my dad because he's a two-finger typist and sending out lengthy replies is a big chore for him. And i know that it's because he can't type, and i don't read too much into his very brief replies.

If typing is a challenge, getting your thoughts and words into an email in a form that truly expresses your thoughts and feelings is even more of a challenge. Not everyone has the time or inclination to type out a novel every time they sit down to reply to an email.

You can't read too much into someone's "tone" in an email without knowing more about the context. Even the most eloquent of writers can have their words misconstrued once they're in print.

It seems slightly unfair to criticize someone's customer service from a handful of emails. All other accounts i've heard have been extremely positive.

Maybe try picking up the phone?

[halsinden]

Originally Posted by darren

Something to keep in mind is that not everyone is adept at a) writing; b) technology; c) typing.

I often get very short, terse-sounding email responses from my dad because he's a two-finger typist and sending out lengthy replies is a big chore for him. And i know that it's because he can't type, and i don't read too much into his very brief replies.

If typing is a challenge, getting your thoughts and words into an email in a form that truly expresses your thoughts and feelings is even more of a challenge.

You can't read too much into someone's "tone" in an email without knowing more about the context. Even the most eloquent of writers can have their words misconstrued once they're in print.

It seems slightly unfair to criticize someone's customer service from a handful of emails. All other accounts i've heard have been extremely positive.

Maybe try picking up the phone?

fair point, but could i just bring up:

- an email from your father, relative or friend is not representative of a business which will rely on personal contact and general amicability

- this is a business, not a vending machine. not only that, many times these emails are concerning custom goods: somebody’s dream that they’re parting good money for (sorry to go all emo)

- if actual language construction is a problem, why is the website so verbose in parts?

in my case, i couldn’t phone him as i’m in another continent, plus given the feel of the emails i’d received i was loathe to engage in dialogue with him.

H

[toolsound]

My job requires me to work with e-mails of a simliar nature.

1. I would never send an e-mail that brief. I'm not saying that Kurt shouldn't have, I'm just saying that I would probably not have my job if I was sending e-mails without a little filler.

2. Usually, if I tell someone that something is not currently available, it means 'We don't have it, it's possible we'll get it in the future, but there are no plans for that at the moment.' In other words, continue to check the web site, but don't hold your breath.

[Sepultorture]

i dunno bout the feel from his emails, i'm just not a fan of his detail-less blunt emails. even saying NO to this and YES to that is better than just a single NO. which is what annoyed me the most, even a two finger typist can copy and paste my specs and put a yes or a no next to each one without having to go into great detail.

but even that i did not get. i will not give rondo my business.

if anything i might aswell go with a KxK, or Mike Sherman, heck i might even go with Grosmann he said yes on all counts which i'm glad to hear.

[playstopause]

Good points made by Darren and Halsiden.
In the end, i guess it's up to the individual (the customer) to decide if he wants to deal with that kind of communication or not.

In my case, i'll still prefer to have a killer product and great aftersale customer service than great internet / emails communications with a company, if there's a choice to be made.

[HighGain510]

It's hard to say without being in his shoes what is actually going on over there. I think one thing you have to keep in mind is the sheer volume of mail that man probably gets. Taking time to be polite is a good thing but if you're looking at ridiculous amounts of emails that he probably gets from customers alone (not to mention potential business emails from the factory, etc.) wanting crazy custom-shop orders that they should probably know he won't be able to do so he most likely gives them the short "NO" for the order. He also has to run his eBay store which I'm sure gives him a ton of work if UPS murders a guitar in transit as often as they probably do.

I'd be willing to bet some of the people complaining about their "custom order" were asking for stuff that wasn't close enough to a standard model or set of options he already offers to make it worth his time running a one-off. How many times on here and other forums have you seen people say, "Wouldn't it be awesome if this model had ____, _____, _____, ____ and _____! Then and only then would I surely buy that guitar!!!" How many emails do you think he gets from people like that? I'd be willing to bet a ton. The reality some people have to face is that Rondo/Agile/etc. from Kurt are *mainly* bulk orders with slightly customized sets of features and it should be treated that way.

You probably shouldn't go to him with the expectation that he's going to act the way a small luthier would with your order. If it doesn't fall within his guidelines for a potential custom order (i.e. same shape as a current model, just a reverse headstock or no inlays or something to that effect) then he's probably just tired of spending hours upon hours for an order that potentially won't ever even get filled. You have no idea how many times people waste custom-builders times requesting quotes and custom options and then never even follow through with the order! My point is he probably gets a lot of emails requesting custom stuff to the point where he just breaks it down to boolean statements for answers anymore because he doesn't have time to deal with it. Whether or not that's a great customer service approach to his business is up to him and the customer, but it's just funny thinking that some of the people complaining they couldn't get their order filled probably had some non-standard options that were in fact the reason why they got shot down. He builds guitars with options that will sell on the market (he's done a pretty good job with the Agile stuff so far, eh?) that fit into a budget price-range... I don't think people buy an Epiphone and expect the kind of communication they would receive from a small builder right? Just saying..... /rant

[Rick]

As long as I get an answer, I'm okay, whether it's a page long or two words. He can even make a video of him telling me in sign language.

[The Dark Wolf]

Originally Posted by Rick

As long as I get an answer, I'm okay, whether it's a page long or two words. He can even make a video of him telling me in sign language.

Awesome.

[NickCormier]

Kurt isnt taking custom orders for a long time now. Got the email today, typical short reply

"Looks like customs are going to be delayed for quite some time.

Kurt"

Im pretty ticked with this, since he "didnt know" if he could do inlays across frets when I wanted to order in FEBUARY.. Then I email him early May and he tells me "Email me in June". Now he cant even do one =/ How does he expect me to put money down on something when he tells me "I dont know if the shop can do an inlay across frets, they might have to leave a gap between the inlay and frets".. If I coulda got a 100% answer, I woulda found a way to do it, but Im not gonna put money on the line on a "We'll see how it turns out".. And now after he accepted other peoples inlays, which were much more complex than mine, He closes up customs. Lame.

Hopefully I can get ET guitars to help me, but I really wanted a neckthru, which I dunno if he can do. But least Ernie is gonna look into it for me and get back to me, and hes fuckin detailed and always helpful with his emails.

[msherman]

Shannon and I touched on this very subject the other night. It takes me about 2 minutes on the phone to explain something that would take me 10 minutes to type out.

I imagine Kurt has to field tons of emails per day from time waisters.
I know I do. My replies are right to the point as well, as I don`t have time to be internet buddies with every email I get.
You would be suprised at how many emails I get for price quotes where the person comes right out and says "they are not ready to buy, just gauging interest".
I answer their questions, and then a whole string of other emails follow from the person asking about other options.

Anyone who has called my shop knows that I take the time and talk to my customers. I prefer not to communicate through emails, as it takes 4 times longer than over the phone, and it`s harder to convey your personality.

In Kurt`s situation, I can only imagine how frustrated he must get fielding emails judging by some of the Agile threads on here.
The guy is going out of his way to bring decent quality instruments at entry level pricing, and then he is expected to be a custom shop, and cater to every guitarists want list, and be internet buddies on top of it

You need to ask yourself if you are being realistic in asking Kurt to stray from the demorgraphic he is trying to cater to, and expect him to write essays to every potential customer why he doesn`t want to, or can`t do it.

The internet is a great tool, but it also can be one of the most mis-used tools by people that have alot of time on their hands. Most luthiers are very busy people, and time is valuable to them.
Please try to keep this in mind when communicating with them