Just saw the additional posts, and thanks for all the help. Unfortunately, they're already on their way back to Musician's Friend. VERY disappointed in SD's attitude and support. Makes me wonder about the company's products in general. Tempted to write a snail-mail letter but I'd probably get the same results as the email letters. I emailed DiMarzio asking if they can recommend a humbucker that has a P-90ish tone when split.
Just wondering if anyone has had to deal with them and what your experiences were. I've sent two emails over the last several days regarding P-Rails pickup wiring (the configuration I need isn't shown on their website) and can't get an answer.
What is lacking in my post? After 2 unsuccessful emails for help in wiring up a couple pickups, and a post on the user forum, I called and and got a less-than-helpful response. After that I did the "contact us" again asking this time for an RMA to return the product directly to them so as to avoid a restock fee with Musician's friend. Shortly after that, I noticed they have a 21-day trial period which in my case is expired - they're unopened since I planned on installing them in my new axe once it arrives in a couple weeks. So I called MF and there was no problem returning the items.
Actually I went ahead and faxed a letter to the "contact us" fax number a bit ago summarizing what happened. It's "after the fact" at this point but I didn't get the name of the tech I spoke with - never thought to write it down. I appreciate the offer to resolve, but at this point, it is resolved as the stuff has been shipped back. As far as an opportunity slipping by, to me a company is only as good as its support, so in my case I just chalked it up to a "lessons learned" thing. My fax was very polite (being rude gets you nowhere fast) but factual and states in no uncertain terms that I'm very dissatisfied with their service. With luck, the right feathers will get ruffled and it won't happen to somebody else.
'Incomplete' just meant the scenario doesn't add up to typical SD service or customer care. Nothing against the validity of your experience, it is not in question. No 'feathers need to be ruffled' nor I can't imagine they will be. This isn't standard protocol, mindset or intent of the company as is evidence by this thread and the common above and beyond experiences. Even with mature and experienced CS I am sure it will certainly happen again as stuff happens sometimes even with good people. It even happens here on occasion. Anything can happen on occasion, but there are few companies as integral as SD and if you want extremely great tone and long term service, they are worth a second look IMO. And no success on the user board? None? No replies? That is odd. Usually there many users anxious to help! Anyway, I wish you success with whomever you choose. Cheers!~
Hey there, really sorry about that. We love helping folks but our email has been having trouble the last twenty four hours so yours may have been included in that. We would have been happy to exchange them even after the 21 day period for you. It's true we don't have wiring diagrams for every possible combination but we do have quite a few and if you give us a call we do have a wiring guru who can help talk you through or draw you a schematic for it. Sorry that you were told we don't support it - we try our best to do lots of wiring diagrams (in fact we have the biggest library wiring diagram library around) but it would have been better if the person who was talking to you had referred you to our in-house wiring wizard. We also have tons of articles on the Duncan blog which show you how to wire up the P-Rails in different ways.
If you decide to get them again or get another Duncan product and need assistance, just shoot me a PM and I'll help you out personally.
-Scott Olson
Manager at Seymour Duncan