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I finally found a decently priced gig bag for my frankentuba through Wessex but when I initially went to buy one from them, the shipping was $150 plus! Well, today I decided to look again and the shipping was now $25. Apparently, I must have been on the UK website on my first visit. So, I checked out with PayPal on the Wessex website and payed for my bag but to my utter astonishment, PayPal sent the payment twice to Wessex! I immediately called PayPal and they told me I would have to call Wessex. I tried giving them a call knowing that nobody was going to answer. So then I sent an email to Mr. Hodgetts at Wessex knowing that I most likely wont get a reply till Tuesday because of the holiday weekend. Only half an hour later, Jonathan replied back telling me he got the situation straitened out and the duplicate payment was already refunded! Now that, my friends, is some great customer service! If you see this thread, Mr. Hodgetts, many, many thanks for taking care of this issue after business hours! I just wanted to share my awesome customer service experience with Wessex.

Cheers,
Jared

If it was after business hours in Utah, it was *way* after business hours in the Kingdom of Wessex. (But it's possible -likely- that Jonathan is already closer to Knoxville than that.)

But yeah, a very responsive, helpful company.

Excellent!

As good as it can get.

I ordered a gig bag from Wessex over a year ago, it was an unusual size, was out of stock, it literally came to the U.S. on a slow boat from China and then got tied up in the LA dockworker strike. Throughout this lengthy process Wessex kept me informed. I heartily second the original poster's praise of their customer service. Great communication.

I had valve issues that were resolved to my satisfaction. Both my wife and I like our instruments and we have enjoyed doing business with them.

ValveSlide wrote:I hope to report good news sometime, hopefully soon.

I am waiting for replacement rotary valves and parts.

Those were posted Friday, so should be with you Tuesday taking account of the holiday

I also have to heap praise because I have been a lousy customer. When I was not yet fully functional after my lengthy illness, I ordered a Bubbie. When it arrived the box was all banged up, I realized that I could probably not take the case inside (long story) anyway, and sent it back unopened. Courteously received. Then a while back, I ordered their BBb 3/4, tried it, found I am no longer able to heft a tuba even that size, and once again sent it back. Cordially received. Now....I have designs on the Bombino but shrink to think of how a request to try one of those might be received. Probably not in the near future because of finances, but there it is in the back of my mind. And I have to have a place to play it, first. Being tuba-less is not nearly as bad as being cat-less, and I plan to fix the latter soon. The former, we shall see what the future holds.

I too have only good things to say about Wessex service. Two years ago I ordered a Yamaha -copy bass trombone from Weesex, it arrived in good shape and was much used in street music and big band playing. The finish was/is very fine except for the silver plating on the inner slide, which faded away too soon ( never happens on other instruments I own). On contacting Jonathan, and sending pictures to document the situation, I got a replacement slide free of charge as fast as it was possible to order and inspect it by one of his many visits to China. I really appreciate the will to deliver a top-nutch product, and to react fast and fair to customer issues. Thanks for good service!