Big Mouth Brass Customer Service

[WillDellinger]

Hello all. First, I have a W. Nirschl J-870 (which later became Big Mouth Brass). I am a college student, and I think it is a fantastic college level horn. PM me if you want to know more about the horn.

But I'm writing today to let everyone know about BMB's customer service. IT'S GREAT! I had a question about disassembling the 5th valve on my horn (it has no back cap - it comes out the top like the old York and the German Nirschls), and he responded in less than 24 hours. This is not the first time I've had a question for him. I used to think it would be cool to become a horn builder/designer and asked him about how to get into that. Same story - he responded in no time. I felt compelled to let everyone know about my great experiences working with BMB.

[j1007hc]

+1

[Lectron]

The **** usually don't hit the fan before words are not enough

[Tubajug]

The **** usually don't hit the fan before words are not enough

Pickle aardvark rainstorm screwdriver bandaid.

I couldn't have said it better myself!

[Lectron]

The **** usually don't hit the fan before words are not enough

Pickle aardvark rainstorm screwdriver bandaid.

I couldn't have said it better myself!

Picking up the phone and putting down a few words in an e-mail has got nothing to do with customer service.
It is the least one can expect from from a shop. Especially an Internet based one that makes it's major sales by doing just that. That is what others would refer to as sales division.

If we were to discuss repairs and supplying spare parts, now that wold be related to customer service

[j1007hc]

Without getting into semantics, I think the original poster's intent was to share about his great and positive experiences in his dealing with Big Mouth Brass. In my opinion, there is no need to put down his opinion, or to take away from his experience.

Flame away.

[Lectron]

It is unfortunate that OP is not used to people picking up their phone, but very nice for him that he had a great experience this time.

Here is a different story

• -Late December last year, I ordered a 765 silver. BMB had an order in already, so lead-time was surprisingly short.
  
  -Mid April i asked of the whereabout and was told it was shipped. Turns out to the wrong person
  Gets hold of the package and gets the name/address right. I loose some hundred $$ as it was
  to be included in a combined shipping over the Atlantic
  
  -The instrument arrives and has a damage, BMB is of course not to blame. These things can happen.
  order a spare part that is to be shipped
  
  -The instrument also has a too short 5th valve circuit
  Order a new 5th slide as I don't really like the look of too much exposed brass on a silver horn
  This is to be shipped with the spare needed for the damaged part, and does so
  I ordered these parts primo May and as Dick was going to China just after, he was
  able to ship it primo June. That is very much OK when you do not carry stock.
  
  But again. The package fails to arrive me.

close to 7 month later I am still without the parts.
What if these were essential parts? not just damaged/blemished?

But OK. He always answers my e-mails. Always very polite so customer service is GREAT,
but they need to fire the guys at the shipping department!!

[Dan Schultz]

Reading the above posts... I must stand in defense of Richard Barth. He's always been helpful to me.

I had a situation earlier this year when a customer contacted my about a getting a new waterkey to replace the crappy pot-metal one that broke on his relatively new Nirschl tuba. I contacted Dick.

By now ALL of us should know the risks we take when we buy products that are coming from off-shore sources... not necessarily because they are bad products but because those suppliers are still trying to figure out what we want. The product lines are changing so rapidly that no one has time to worry about replacement parts.

Dick went to his repair shop and found a waterkey that would work on my customers tuba. All is well.

WE are the ones driving this market. The middle men are just trying to survive.

[Lectron]

Reading the above posts... I must stand in defense of Richard Barth. He's always been helpful to me.

I had a situation earlier this year when a customer contacted my about a getting a new waterkey to replace the crappy pot-metal one that broke on his relatively new Nirschl tuba. I contacted Dick.


Dick went to his repair shop and found a waterkey that would work on my customers tuba. All is well.

By all means. This is not an attack attempt on Richard Barth.
He stands to me as a tremendous guy.

It is just a story and an example that things can drag out when the problem gets bigger than picking up the phone.

By now ALL of us should know the risks we take when we buy products that are coming from off-shore sources... not necessarily because they are bad products but because those suppliers are still trying to figure out what we want. The product lines are changing so rapidly that no one has time to worry about replacement parts.

Yes, of course, but as for products changing rapidly. This is not the average Jinbao. This is Dicks design
and to my knowledge it wasn't changed 3 month after release