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Thread: D'Addario (ProMark) Customer Service

  1. #1

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    Default D'Addario (ProMark) Customer Service

    So I am extremely blown away by their amazing customer service so I thought I would share my story with you all.


    So I have played ProMark sticks for the longest time... I've more specifically been playing the Mike Portnoy 420s as I love the long length and skinnier shaft. I feel like I have a lot more control and speed for the type of playing that I do.

    But the quality of this stick has tremendously gone down hill. Ever since Mike Portnoy left Dream Theater and they changed the stick name I feel they just stopped caring. Turns out that the company was changed 3 years ago and all their equipment changed also.

    My sticks were literally only last 2-3 songs at best (no joke) You could feel the stick bending before you even started playing as if there was a weak point in the middle. And sure enough one stick snapped from middle down in to my hand.




    Just look at it.. there is barely any use of this stick..


    And this is even crazier... the tips aren't even the same?!


    So I wrote ProMark (D'Addario) and told them my story. I never really expected much from it. Turns out I got 3 emails back instantly. Started chatting more with one of their reps and he asked for more information and for my photos. He then informed me of a huge turn around when they bought the company and etc. Before tips were glued on and now they are formed on for better quality. But then he also helped me out and talked about the different woods, features, etc.

    To my surprise I just received this in the mail... Several pair of Mike Portnoy sticks, and two others that are close to them but in different woods that should hold up better. I also got a HAND WRITTEN note which surprised me so much and meant a lot to me as a consumer. A new magazine of all their products and some decals. I'm blown away by their customer service!!






    So I thought I would share my great customer experience with you all.

  2. #2

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    Default Re: D'Addario (ProMark) Customer Service

    Wow. Very cool. It seems to me that poor customer service has become the norm today, so that every instance of outstanding service is definitely worthy of celebrating. Great story…thanks for sharing! Glad most of my sticks are Pro-Mark!
    Now, just a tiny bit less than an absolute drum newbie
    DW Collectors Cherry kit, Ludwig Black Beauty Snare, DW SuperSolid Oak/Cherry Snare, DW Sabian Vault Edge Snare

  3. #3

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    Default Re: D'Addario (ProMark) Customer Service

    wow, thats awesome!
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  4. #4

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    Default Re: D'Addario (ProMark) Customer Service

    I had the same experience a few months ago with my normally stout and long lasting ProMark 747 Japanese Oak sticks suddenly losing and breaking their "rock" nylon tips. I e-mailed them and they explained that they had used an inferior material on a large batch of sticks and I wasn't the first to complain. They atoned for that by sending me a brick of newly manufactured nylon tipped sticks without even hinting at the subject. Needless to say I blabbed about it in many chat rooms. Customer service still lives in small circles. Or at least at the companies that still feel as if it is a vital commodity.
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  5. #5

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    Default Re: D'Addario (ProMark) Customer Service

    Good stuff! Buying sticks throughout the years definetly can add up so I think that was a great result for you. I'm a big fan of the Promark 5Bs nylon tips. To me they have just the right amount of weight and feel to groove with.

  6. #6

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    Thumbs up Re: D'Addario (ProMark) Customer Service

    Good to see they care, I currently pply there 5b's thanks for sharing

  7. #7

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    Default Re: D'Addario (ProMark) Customer Service

    I used to break Vic Firth 85A's just like that on a pretty regular basis.
    Mmm... Saturns.

  8. #8

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    Default Re: D'Addario (ProMark) Customer Service

    Evans (D'Addario) has always taken very good care of me when I had an issue.

    I just started using MP sticks. I like them a lot. I've used them for a couple of gigs now and they are holding up well.

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