What's up with PRS Customer Support?

Discussion in 'General Discussion' started by Dirty_Boogie, Aug 11, 2021.

  1. Dirty_Boogie

    Dirty_Boogie Still got the ol' tagger on it

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    Huge PRS fan, and not bashing anyone or the company, but... What's up with customer support/customer care at PRS these days? I know Shawn is gone, but 10 days, with polite follow-up emails asking for a response, and nothing but robo-replies. Definitely not good for a "luxury" brand like PRS to come across like this.

    Anyone else experiencing this lately? PRS Support... please check your email. ;-)
     
  2. Simon Says

    Simon Says New Member

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    They are a bit slow sometimes but always eventually replied to my questions, always polite
     
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  3. dmatthews

    dmatthews Dave's not here...

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    Wouldn't be surprised if filling Shawn's boots is difficult, and until then things are slower I guess. Haven't needed support myself lately.
    Hope things get cleaned up soon.
     
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  4. SinSir

    SinSir Mad Scientist

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    Probably effects of Covid. Things are still far from normal in my business world.
     
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  5. Crunch

    Crunch New Member

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    I actually call them and surprisingly get to talk to someone. However, solving issues on the phone is usually not a thing. Its always "send it in". I recently called about an issues with a Vela. In which case they're extremely backed up in the service department. PRS is not a company you want to have to service a guitar with if you're in a hurry. Even pre covid their turn-around times were pretty long.
     
  6. Dirty_Boogie

    Dirty_Boogie Still got the ol' tagger on it

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    Only fair that I post a quick update… They got back to me, and in usual PRS fashion, are handling the issue with the level of service and care that make them the greatest guitar company on this planet! :):)
     
  7. Tom Bradovich

    Tom Bradovich New Member

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    Anything designed and built by humans can and will fail. Service recovery, where the company who built the problem actually acknowledges the screw up and then goes above and beyond to fix it, seems to be a dying art form nowadays. Good to hear that PRS still knows how it should work.
     
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  8. JasonE

    JasonE New Member

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    I had some dealings with them in March and they were great. I have zero complaints at this point.
     

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