Sweetwater.com order...

[zvardanian]

This isn't so much a rant as it is an oddity (to me, at least).

I placed my first order, ever, with them for a $50.00 Gramma Riser... a device which seemingly has one function, regardless of it's environment.

Next day, I get an email and a voicemail from one of their people wanting to be my audio consultant (or the email says) and asking me to call back and verify my information since I'm a first time buyer. Both email and voicemail state when I call back they'll put the order through. I've never had this happen.

I sent an email reply verifying my address and telling them to please ship. Not trying to be mean, but I ordered online for convenience...this experience seems to contrast my understanding of the online process.

This happened to anyone else?

 

[GlocksRock]

at first I thought this was about sweetwater beer... I guess they are doing that to prevent fraudulent transactions, should you place another order from them in the future, you shouldln't have to go through that process again. I know it's a bit frustrating, but it's for your benefit as well as theirs.

 

[agarwalro]

I can only think of 2 reasons for this,

1) Customer Service: Verify identity, set up a relationship, leave a positive impression, create a profile for future offers, etc.
2) Servicing the Customer: Trying to get the customer to buy more things while they are at it, especially for those that are a one off buyer trying to hook into a good deal.

Either ways, as you put it, it is odd.

 

[TLS Guy]

This isn't so much a rant as it is an oddity (to me, at least).

I placed my first order, ever, with them for a $50.00 Gramma Riser... a device which seemingly has one function, regardless of it's environment.

Next day, I get an email and a voicemail from one of their people wanting to be my audio consultant (or the email says) and asking me to call back and verify my information since I'm a first time buyer. Both email and voicemail state when I call back they'll put the order through. I've never had this happen.

I sent an email reply verifying my address and telling them to please ship. Not trying to be mean, but I ordered online for convenience...this experience seems to contrast my understanding of the online process.

This happened to anyone else?

Sweetwater are a class act and I have used them for years. They sell a lot of expensive and complex products and offer superior, in fact amazing customer support. They have their own extremely well equipped studios, and have very knowledgeable staff.

The main reason for this policy, is verifying that the customer has the correct application for what they are ordering, and have reasonable prospects of being able to use what they want to order.

This cuts down on returns and reduces the burden on their support staff.

There really are people out there too stupid to own what they order. With their customer model of above and beyond customer support, it is better that those customers buy from someone else.