Excellent service from Soundwear

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cambrook
pro musician
pro musician
Posts: 547
Joined: Thu Sep 16, 2004 8:50 pm
Location: Perth, Australia

Excellent service from Soundwear

Post by cambrook »

Some of you may have read of my "hunt for Baer" a while back. My plan was to purchase a gig-bag at the same time, but there were none of the right size available in the USA at the time. Roger Lewis tried hard to organise it, but couldn't get a response from Soundwear USA due to the timing of European holidays.

According to the dimensions ( bell diameter and length) the TH 48-96 was a good fit on paper. After I was back in Australia and checking the options, Matt Walters suggested that bag wouldn't fit around the body due to the large bows on the 6450, and that the larger TH 51-100 would be needed - with a packing piece in the bottom end. He also said that there was no stock at Soundwear USA and they'd have to get it shipped from Germany. Due to the vagaries of exchange rates it was cheaper to purchase the bag from http://www.thomann.de" target="_blank" in Germany. In extensive email dialogue I mentioned the issue pointed out by Matt, but was advised by Thomann that the TH48-96 was the correct bag for this tuba. Apparently they checked with Soundwear too, so I ordered one.

I was prepared to accept the extra bulk of a Soundwear bag compared to the Cronkhite as I wanted the best protection possible for a very expensive instrument.
You can imagine how pleased I wasn't to find that the bag did not fit the tuba! I could get it closed if I stretched it, but only with the inner layer removed. This would lessen the protection and negate some of the reason I wanted a Soundwear bag, and also mean that the bell could contact the rigid frame at the end of the bag. I was very disappointed, and dreaded trying to resolve the problem from "down under" the other side of the world. After a few days of non-response from Thomann I contacted Soundwear to ask if they had any records showing which bags were a good fit for similar tubas (2165 etc).

I got an immediate response from Wolfgang Dimbath, the Managing Director of Soundwear Dimbath e.K
Thank you very much for your mail. We can see the problem from your picture very well. There are some very fat instruments which really do not fit, otherwise all smaller instruments would hang around loose in our bags. Also, there is no chance to improve or enlarge your bag. We can only replace it by a new one which is tailored larger as leaving the insert is not staisfactory solution as well.

The new bag will be sent to you free of charge and freight. Check from your side which is the cheapest way to return your bag to Germany (e.g by postal sea shipment, we are not in a hurry) and let us know. Once we have decided we will send you the new bag by air ( adding this letter to avoid new customs duty on your side) and kindly ask you to return the small bag to us. Once you have the cost we will find a way to compensate your cost.

Please feel free to contact us anytime. Please excuse all the inconvenience caused! We will do our best to help you.
They were happy to make the new bag 20mm longer to make it easier to get the tuba in, and 2 weeks after I posted the old bag to Germany a new custom-made bag arrived. The bag is great, and I cannot thank Wolfgang and his team highly enough - such an excellent level of service is rare.

Here are some pics of the Baer in the bag.

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I don't claim to be an expert on Soundwear bags, but there has been some comment about the straps on older bags. This is the current setup, with an adjustable mounting point for the straps and a padded "back guard" sewn onto the bag.
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The bag was called a TH 48-98 on the paperwork, but I'm not sure if this is a new model added to the line-up. If you are considering getting a Soundwear bag for a similar tuba I suggest you ask the dealer to double-check with Soundwear, and if necessary get one in that is made from the same as the pattern they used for mine.

Thanks again Wolfgang!

Cam
Cameron Brook
West Australian Symphony Orchestra
www.waso.com.au
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