I thought Gamma customer service was good

#1
In my researching of machines and perusing this forum I've found that the general consensus is that Gamma has really good customer service. I just bought a brand new machine from them. It was back ordered for over a month but I got it a few weeks ago. It's working great for my needs but the rubber pads on the mounts are lifting. I noticed this the day after I took it out of the box and put it together. It's doing it on both sides. Not a huge deal but I think it's reasonable to expect a brand new machine to not do this. So I sent them an email asking what can/should be done about it and asked if I should submit a warranty claim. (I also mentioned the cutting tool that was supposed to be included with it that I didn't get) No response. A week later I submitted a warranty claim. It's been a week and a half. No response.

Again, I know this isn't a big deal, but it would have been nice to get a reply of some sort with their suggestion for how to fix it. And it would be nice to get the tool I was promised. I guess the overarching concern is can I trust them to be helpful if I have a more critical problem? Did they just ignore this because they don't deem it worth their attention?

 
#9
Hmm...maybe he was singlehandely responsible for their great customer service.
After my disappointing experience with contacting Gama with a simple question about one of their machines, I decided to NOT buy a Gamma product.
Frankly, at these prices we should expect at least a decent level of customer service.
If they can't even provide that, they're not going to get my money.

Good luck to you though, I hope you can get it sorted out one way or another.
 
#10
As I understand, he works/worked primarily with stringing machines which a very small portion of their business (I would assume).
He's great to work with, i can attest to that.
Too bad he doesn't seem to be around here anymore. Been 4 months since he posted. I might just call Gamma and ask for him.
 
#11
After my disappointing experience with contacting Gama with a simple question about one of their machines, I decided to NOT buy a Gamma product.
Frankly, at these prices we should expect at least a decent level of customer service.
If they can't even provide that, they're not going to get my money.

Good luck to you though, I hope you can get it sorted out one way or another.
I don't blame you. The main reason I got a Gamma is because I'd used a couple of older Progression ES machines belonging to friends for many years. I liked them. And this new one, outside of this minor issue, seems like it will serve me well for a while. And also because I'd heard they have great customer service. That last one seems to not be true, so hopefully I won't have any more significant issues.
 
#12
LMAO, this is the first ever thread i've seen bashing Gamma CS.
(regarding stringing machines).

Maybe there's an issue currently. I don't know but as a Gamma
machine owner, I'll put in a call. Sometimes email just doesn't
bend somebody's ear like a good ol' phone call. I've had great
success with their CS in the past, but yes it was John.

Above and beyond kinda help. The kinda help i expected from
buying a nice machine (yeah, i know it's not ****in' Babolat).
I won't spill the beans but i can only hope
the next man in line is as "good".
 
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#13
I'm curious, how are Babolat and Wilson in terms of CS when it comes to supporting their expensive stringing machines. Maybe Gamma's historically good CS was more of the exception than the norm.

I did also received great support from Gamma/John, but this was some time back. At times it took some nudging before I got a reply. I have the feeling this type of personal response is not common in the industry. Hopefully it still continues at Gamma.
 
#14
I was going to pull the trigger on the 6004 , two point but after reading how Pedro has been treated i have cancelled my order. There is no reason on earth for Gamma not to take care of customers during the warranty phase and beyond. The only way to encourage better support from manufacturers is not to buy there products and make them feel the pain of an eroding customer base which will effect the bottom line. I would extend this to the whole product line but thats me.
 
#16
I was going to pull the trigger on the 6004 , two point but after reading how Pedro has been treated i have cancelled my order. There is no reason on earth for Gamma not to take care of customers during the warranty phase and beyond. The only way to encourage better support from manufacturers is not to buy there products and make them feel the pain of an eroding customer base which will effect the bottom line. I would extend this to the whole product line but thats me.
I can't say I blame you either, but hopefully this was just an anomaly. I'm going to give them a call.
 
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