BlueBanjo28 - Posted - 11/20/2009:  13:58:09

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I sent an e-mail three days ago. I called and left a message. No answers.
My order was taken electronically I think but the new HR-30 tone ring wasn't listed on the website.

kevin0461 - Posted - 11/20/2009:  14:02:15

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I've had the same problem with Huber's website... I wonder if they realize that they lose sales by not answering emails. I was going to buy some of their hardware based on a question I asked them through email and through their website... no response.

I went with AMB for my hardware as a result... Tom answered my questions within a few minutes.

Earls 5 - Posted - 11/20/2009:  14:51:29

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Huber probably sells so much by way of walk ins & Dealer items that they are not really very concerned about the general public it would seem. It may not be this way but it sure feels like it to some of us huh?

sundance - Posted - 11/20/2009:  15:16:14

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I had the same problem a few days ago. I never got a reply back from an e-mail I sent. So I picked up the phone and called them. Jim picked up right away. He was very nice to talk to, answered all of my questions thoroughly and we chatted about some alternatives. I suppose there was alot we talked about that really could not have been said via e-mails. My simple inquiry was actually not so simple afterall. I was very glad I talked to Jim. He was very helpful.

lethegoodtimesroll - Posted - 11/20/2009:  15:25:50

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Just call em,Jim picks up right away....and will answer any question you have..plus he is also a Banjo Nut ..so you will also have a great conversation.

The Old Timer - Posted - 11/20/2009:  16:03:36

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I found you really have to call.

The SPAM filter on their website apparently is VERY aggressive -- that's what they told me when they went back to look for an email I sent via their website.

If Jim isn't there, even calls tend to go unanswered though.

Persevere!

Daveasti - Posted - 11/20/2009:  16:30:28

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I asked a question a few months ago thru the Huber website and they got back to me in about 6 weeks. I guess they are pretty busy over there.

kevin0461 - Posted - 11/20/2009:  17:00:01

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There's no excuse for poor customer service. If you offer an email address or a comment section on your website, then by gosh you should answer inquiries in a reasonable amount of time. If Huber can't handle the load, then they should not offer that service on the website. Believe it or not, people do understand.

If they only accept phone calls, then they should state that on their website also.

I apologize if I've offended any of you Huber fans out there and I hear nothing but good things about Huber products, and good customer service adds to the whole buying experience. Good customer service includes answering emails within a reasonable amount of time or even answering them at all.

bobdenver1961 - Posted - 11/20/2009:  18:51:49

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I've had bad luck with contacting Huber. I was going to get a rim turned with a Huber ring but no answer to emails or phone calls so I gave up and contacted Bill Blaylock. He was great and he turned my rim and installed one of his tone rings.

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Edited by - bobdenver1961 on 11/20/2009 18:52:19

Gomer - Posted - 11/20/2009:  19:25:55

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This is why Arthur Hatfield is around.

Forrest - Posted - 11/20/2009:  20:13:27

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Now that long distance charges really aren't an issue, I always call whenever possible and as it turns out, this is the best way to reach the folks at Huber banjos. Jim is very helpful and has always gone out of his way to help me with sales and service on my Huber banjos.

kevin0461 - Posted - 11/21/2009:  03:15:00

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quote:

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Now that long distance charges really aren't an issue, I always call whenever possible and as it turns out, this is the best way to reach the folks at Huber banjos. Jim is very helpful and has always gone out of his way to help me with sales and service on my Huber banjos.

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I'm sure that Huber's website has been updated since phone charges have become affordable... if they aren't going to utilize that contact info from their website, then it should be removed... once again it all boils down to customer service and when you run a company that's what it all boils down to.

banjoy - Posted - 11/21/2009:  03:43:35

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When in business, when someone contacts you about your service or product, that's about as hot a "qualified" lead as you can get.

Having owned and operated an internet business, I can tell you for sure that the single thing that upsets customers the most is being ignored.

I agree, if an email is offered as a way of contact, then those emails should be answered right away. Already, in this one thread alone, it looks like Huber lost 2 or 3 sales just by being non-responsive.

So, Huber may make great products, and they may be great on the telephone, but non-responsiveness to emails is poor customer service no matter how you slice it. Based on what I'm reading from others here, they should remove the email address from the site and instead just tell customers to call. That would result in less upset folks and more sales. If that's what they need. If not, why do they have a website?

--Frank

kevin0461 - Posted - 11/21/2009:  04:17:34

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I started a forum topic a few days ago looking for some input on a complete hardware package.

http://www.banjohangout.org/topic/162977

Some things were pointed out during that topic about Huber's website (you can read it and judge for yourself) that changed my mind on my purchase. I was going to purchase a complete Vintage Hardware package from Huber but as a result of the combined input gained from the forum and no response from my emails, I decided to take my business and make my purchase elsewhere.

A sale missed is a sale lost. I'm surprised that Steve doesn't have someone monitoring BHO. Man... what a perfect opportunity to pitch your products!!!!

Steve... are you listening????

Getzik9009 - Posted - 11/21/2009:  04:50:54

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Obviously he does not want or need your business.

davey - Posted - 11/21/2009:  04:50:54

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Only last week I enquired via e-mail to a "very well known " Instrument dealer about 2 pre-war archtops. I have heard nothing and will now be spending my $4k elsewhere... Hopkins raised head top of my list

kevin0461 - Posted - 11/21/2009:  05:22:23

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quote:

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Obviously he does not want or need your business.

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Obviously...

davepicks5 - Posted - 11/21/2009:  05:30:45

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All

I am a Huber fan and a friend of Steve's (at least I think I am), I will not presume to know why they have not responded to emails nor contact through the website.

I just forwarded this topic though to Steve on his personal email and I will talk with him this morning, expect a reply.

I agree with all of you, if a customer or potential customer is not being responded to that is BAD BUSINESS, but Huber is not a bad businessman.

I would not say he does not want nor care about "your" business. There may be a rational explanation for these problems, there usually is....

Let's not turn this topic into observations about other "well known" instrument dealers.

David

Forrest - Posted - 11/21/2009:  06:40:54

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I agree that Steve and company should figure out a way to monitor and answer emails if they are going to make that an advertised way of contacting Huber Banjos. I can see how the non-responsiveness can be perceived in a variety of ways, many of them negative.

Call me old fashioned, but the phone number is in the same spot as the email contact information and I personally like talking to a real human being, so I don't mind picking up the phone and calling. Jim is a truly helpful guy and fun to talk banjos with, so I actually look forward to giving them a call when needed. I've found Steve and Jim to be honestly interested in my business and wiling to do whatever is needed to make me a happy customer. What really chaps my butt is when companies force me to use email or "live chat" to get service, rather than providing a real person to talk to when needed, even if they are super responsive with those methods.

RB100 - Posted - 11/21/2009:  06:56:47

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Seems to me that a lot of folks are jumping to conclusions real quickly here without knowing the facts (what a surprise for the Hangout!!!)...I am really a bit concerned that in the past couple of months, the Hangout is getting really ornery in nature and quick to judge harshly...and those whom we seem to have the least patience with are those who have provided so much to us all...

If this atmosphere continues, I have the concern that the HO is simply going to become irrelevant due to the unpleasantness...unfortunately, that is already happening with many knowledgeable performers, historians, etc. who just don't want the hassle of dealing with folks they don't personally know in a virtual environment. Why face the possibility of being trashed by strangers who know you only by reputation and with the immediacy of this digital world, it seems we have to get an immediate answer (and to our satisfaction) or we are going to fire off an email to the HO expressing our displeasure (from our perspective) and looking for validation of our feelings from others and of course we usually receive that quickly...

I find I am coming here less and less over the past few months due to the above. I will (and have) wait a year to get that neck from a well known banjo builder because I know it will be excellent for my pre-war project...and I won't trash him for not getting it more quickly - after all, I have talked with him and I know his personal situation...this is called empathy...

But, that's just me...thanks for listening to my rant.


Bill

banjotom5 - Posted - 11/21/2009:  07:05:41

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I believe in good customer service. Immediate does not constitute good either. If you eat in a restaurant and the food is good and the service stinks, do you go back?

Forrest - Posted - 11/21/2009:  07:17:44

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quote:

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Originally posted by RB100

Seems to me that a lot of folks are jumping to conclusions real quickly here without knowing the facts (what a surprise for the Hangout!!!)...I am really a bit concerned that in the past couple of months, the Hangout is getting really ornery in nature and quick to judge harshly...and those whom we seem to have the least patience with are those who have provided so much to us all...

Bill

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I'm sure you've noticed that it seems to be the same bunch of folks with the negative, snide, cutting comments. I wish the BHO had an "ignore poster" feature. I know I'd make good use of it.

I've been on the BHO since day 1 and people have come and gone, as have policies, rules and topics. We have become more civil on one level, but on another level, the nastiness has simply changed to become more subversive, which goes to show that the crappy side of human nature is just a part of forums like the BHO.

rb4player - Posted - 11/21/2009:  07:46:03

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If you don't like the way someone does business, don't deal with them.

I'm not clear on the value of parading your perceived slights around the world via internet. What's the point of sharing the fact that you are indignant. I'm sorry that you were treated badly. Does that make you feel better? I'm more sorry when people are quick to trash businesses over non-actions.

I don't read, let alone answer every email I get. There, I said it. Some people are indignant that I don't answer them. My loss.

Undoubtedly some lost business is at stake here. I'd rather deal (and have dealt) with Huber than with many of his competitors because of the other aspects of the way he does business. I have been totally burned by businesses that answered their email within minutes. That aspect is not the defining value when seeking my business.

Respectfully,
Jim

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Edited by - rb4player on 11/21/2009 07:47:14

steve davis - Posted - 11/21/2009:  07:52:48

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I blame any escalation of negativity on this gruesome economy.

rb4player - Posted - 11/21/2009:  07:54:54

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Steve,

I hope you're right, and that better times will be reflected in an improved tone here.

Gomer - Posted - 11/21/2009:  08:16:53

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Well, what I think is that. . . Nah, it really wasn't tat profound or useful. Think I'll finish my coffee.

prewartb3 - Posted - 11/21/2009:  08:24:12

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It seems everytime I open the HO there's a this vs that thread in debate or my banjo doesn't fit in the case argument going on. How about just sitting back and reading all the good stuff & chatting with a few friends about banjos. Give it all a break and be nice to each other. If you have nothing good to say, don't say anything.

I see why big names and vendors don't frequent the HO.

kevin0461 - Posted - 11/21/2009:  08:27:22

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Ok... I'll throw this into the works... banjo parts from tone rings to hooks to simple nuts are expensive as heck. Believe me... I'm not accussing anyone of gouging or over pricing. I'm just saying the stuff ain't cheap. This forum was started by someone who was merely wanting to buy a hunk of metal that cost $800.00.

I was willing to buy a bunch of parts for somewhere in the vicinity of $600.00. The least they can do is provide the customer service that is advertised. It doesn't seem that I nor BlueBanjo28 was asking for anything more than what is advertised on Huber's website. Ok... I'm sure there is a reasonably explanation but it's a shame that some here think that we are jumping to conclusions. We are merely stating the obvious... the obvious through our experience.

kevin0461 - Posted - 11/21/2009:  08:31:05

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In a perfect world everyone is happy and we all have lots of money la de freaky da!!!!!

Goldstarman - Posted - 11/21/2009:  08:44:57

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WOW, If..and I said IF...all that is posted is true about anyone, not just Huber, it doesnt look good as far as buisness goes. It may be here now but it will get slower and slower and in the future buisness will disappear

shuber - Posted - 11/21/2009:  11:02:27

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There is no excuse for poor customer service so my sincere apologies to those of you who have had problems. I have been experiencing email difficulties the last 5 days and spent the last 5 hours trying to resolve them with at&t with no luck. Jim and I try to keep all our customers happy but obviously sometimes we fail. We WILL do better in the future. If you have not gotten a reply to an email in the last 5 days, please call me at 615-264-4959. I will be here Monday to Wednesday next week.

Steve Huber

acutab - Posted - 11/21/2009:  11:51:55

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I have also been trying to help Steve resolve his email issues this past few hours. Anyone who depends on email communications will sympathize with suddenly realizing that messages you think are going out, actually are not being sent. Or that messages forwarded to another computer on the network aren't being properly delivered.

It is maddening, and it's always something simple, and easy to fix - once you run it down.

I also depend on email in my business, and it has served me well over the years to never assume that just because I have hit the SEND button, that my message has been received. The convenience of email makes it my preferred form of communication, but my phone still works.

This whole thread has a happy ending, in that Steve Huber has had a communication technology issue identified and resolved, but it would have been nice if someone who has been in business as long as he has might have been given the benefit of the doubt by potential customers.

I think he has earned that level of trust.

John

RB100 - Posted - 11/21/2009:  12:17:36

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quote:

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Originally posted by acutab

I have also been trying to help Steve resolve his email issues this past few hours. Anyone who depends on email communications will sympathize with suddenly realizing that messages you think are going out, actually are not being sent. Or that messages forwarded to another computer on the network aren't being properly delivered.

It is maddening, and it's always something simple, and easy to fix - once you run it down.

I also depend on email in my business, and it has served me well over the years to never assume that just because I have hit the SEND button, that my message has been received. The convenience of email makes it my preferred form of communication, but my phone still works.

This whole thread has a happy ending, in that Steve Huber has had a communication technology issue identified and resolved, but it would have been nice if someone who has been in business as long as he has might have been given the benefit of the doubt by potential customers.

I think he has earned that level of trust.

John

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I could not agree more, John. I hope that those who were very quick on the "me too" button with this initial thread post will just as quickly respond in a positive manner now that they know and understand the circumstances. I somehow doubt that will happen and I am more sure that these posters will post nothing indicating regret for the quick (and somewhat harsh) judgment - though I hope I may be proven wrong.

Yes, Steve Huber has paid his dues and provided all of us in the banjo community a great service and product for many years. These types of topics will have no affect on our respect for that background.

Bill

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Edited by - RB100 on 11/21/2009 12:19:27

BlueBanjo28 - Posted - 11/21/2009:  13:18:28

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I was just concerned that Huber may not have known that his website is not working. I did call the phone number listed on the site and left a message with no response yet. I read that one of his employees was sick
(the one developing the rims). Well, good thing I am not in that big of a rush. Good things come to those who wait but most will not wait hence business lost.
I figured he is busy making new tone rings and rims. I am sure they will sell themselves.

kevin0461 - Posted - 11/21/2009:  13:23:58

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Thanks for the email Steve. I will give you the benefit of the doubt as John indicated because you have earned your place in the banjo biz and I hear that your products are awesome!!

I'll resend my email to see if I get a response. I sent mine on 11/15/2009 and my initial inquiry was on 11/13/2009. I think your email problem has been more than 5 days. You may not have noticed... more ammo to throw at AT&T.

Thanks for the guilt trips Bill and John... haven't been on one of those in a long time!!!!

owlcreekdan - Posted - 11/21/2009:  18:44:09

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i'm sure it must be some tech problem,hes always replied promptly to me.

double E - Posted - 11/22/2009:  07:09:28

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Steve is a great guy, and has great products. I have a new HR30 on order from him now. They (or Jim) are always helpful on the phone. As far as their email, I never have had much luck in the past with replies. Im not downing Steve or his company, I just hope it gets better. Since it has been brought to Steve's attention I'm sure he will address it again.

kevin0461 - Posted - 11/22/2009:  08:34:02

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Steve should have just said that he apologized and would try to do better and left it at that instead of invoking the AT&T excuse. Considering all the posts on BHO with regards to poor response to email... the technology excuse factor doesn't give him much credibility.

Don't get me wrong... I'm not downing the guy either. Customer service-wise Huber just needs to fix the problem and move on. Whether it be take that option off the website or better yet, answer the emails. I'll use the restaurant analogy again... If your food is put in front of you undercooked and the service is slow to the point that you are forced to complain or call the manager over, you don't want to hear a bunch of excuses... you just want the problem fixed.

RB100 - Posted - 11/22/2009:  09:19:32

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quote:

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Originally posted by kevin0461

Steve should have just said that he apologized and would try to do better and left it at that instead of invoking the AT&T excuse. Considering all the posts on BHO with regards to poor response to email... the technology excuse factor doesn't give him much credibility.

Don't get me wrong... I'm not downing the guy either. ...snip...

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My advice to any novice who has been playing for a year...look to the left of this page and you will find 'Links' on the menu. Click on that and you will find a list of builders. If you don't like one go to another. There are many choices...

Your above response on the HO regarding one of the most respected members here will bring about nothing positive for you. And that could be said for any of the other well respected builders. Your telling Steve how to run his business is a bit naive at the very least.

But again, that's just my take - after all, what do I know?

Bill

Forrest - Posted - 11/22/2009:  14:05:12

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Well put Bill! I'd say you have a pretty good grasp of the situation, at least from my perspective anyways.

Like I said in a recent post on another thread, opinions are like bung holes and are best kept to ourselves in many cases. I think the concerns were brought to Steve's attention and were acknowledged by him. Continuing to beat a dead horse and offer advice when it wasn't solicited doesn't reflect very well on you or your intentions, however good you may think them to be.

snakeherd - Posted - 11/22/2009:  16:59:31

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I think that many people who want a Huber product are willing to either use the phone or wait a few days for a response. I am an email savy consumer who does much of my shopping online. I am as unforgiving as anyone when it comes to responsiveness when it comes to buying a commodity.

I would not consider a Huber banjo a commodity. If I have decided that I want a Huber, I wouldn't buy a Gold Star of an RK because their vendor returned my emails more quickly. On the other hand, if I was undecided on a Huber or Chief or Hatfield, I might be swayed by the customer service involved.

My guess is that Huber must be busy keeping up with current demand, and right or wrong, email is down on the list of his priorities. Either get over it and pick up the phone, or shop elsewhere.

wannabepicker - Posted - 11/23/2009:  10:01:07

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I've had email problems in the past, and if you aren't actually a service provider, then it is okay to complain and mention AT&T.

I had a customer give me the devil about not responding to his emails which I assured him I'd done. I apologized and offered to do better ... about 2 days later, he told me he checked his spam folder and there were my emails. Now, how was I supposed to know?

I don't know Steve Huber, but I own some of his products, and I'd give him the benefit of the doubt ... or at least try an alternate method of contact.

kevin0461 - Posted - 11/23/2009:  12:57:43

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Steve's email is back up!!!!! YAYYYYYY!!!!!!!!!!!

I would like to take this opportunity to eat a big hunk of crow (that'll be hard with my big size 12 foot in my mouth) and apologize to Steve Huber and anyone else I may have offended that considers themselves friends with Steve or his loyal patrons... I did not mean to question Steve's credibility in any way, shape or form. I have gone back and re-read some of my posts and they were unfair to say the least. I won't get into excuses or reasons for my behavior because that would just add to the confusion of this horse that we seemingly have just beaten to death here.

"Stuff" happens...

Kevin