oh no you make them send you a shipping label! They'll do it
This morning I got a package that read "sabian" oh boy! My 18" AAX Xplosion warranty. I open it up, t shirt, cymbal cleaner, ton of books and stickers. Then I pick the cymbal up. Beautiful. Like a mirror. Wait a minute, this sounds different. I take a look at the label and sure enough, 16". I guess I have to pay for shipping again!
oh no you make them send you a shipping label! They'll do it
Talk to the customer rep and tell them they shipped the wrong cymbal for the warranty claim. In my opinion, you should not have to pay for their mistake.
Absolutely no way you should pay to return it. This is their mistake. Make them pay the shipping.
I hope Sabian tell you to keep the 16 as compensation for their faux-pas and send you either your refurbished 18 AAX or a new replacement. I wonder if someone has sent in a 16 for refurbishment and received your cymbal in return. Either way this is definitely down to Sabian to put right at their expense. After their cleaner damaged your new cymbal, you definitely don't need any further hassle - your frustration is understandable, try not to lose it when you get in contact with them..
I've dealt with Kevin Laskey, Sabian's customer rep (kevinl@sabian.com) and he's a really cool guy to work with. I don't know the circumstances or who you were dealing with but Kevin has helped on three occasions. Once with my HHX 13" Dave Weckl hithat customization and then guiding me through the Sabian refresh program for several cymbals I sent in. He also took care of a small flea bite on the edge of my 16" Sabian AAX Studio crash which he was able to trim off the damaged area before the crash was cleaned and re-ink'd. I ended up trading that one in at my local music store after I got it back since the tone changed after they cut a 1/16" of the edge of the crash. The guys at the music store thought it was a brand new cymbal and gave me more store credit than it was worth.
Good luck Mike!
Don't know what your full intentions are but I would NOT send back the 16" until you get your correct replacement. Even then, they should send a call tag for it.
Signature here
That's good news you're dealing with Kevin. He's an honest genuine person and he knows how passionate we are when it comes to cymbals.
During the winter 2010 Olympics when Canada and the U.S.A hockey team faced each other for the Olympic Gold Medal, the entire Sabian factory took time off during their shift to watch the final match which delayed the completion of the modification's I had requested for a brand new set of HHX 13" Evolution hihats I had sent in.
Kevin explained the advantage of having them cut two vent holes in the bottom cymbal cup along with adding 8 rivets to the bottom cymbal instead of doing it myself which he said would keep the factory warranty intact but he also apologized for the delay and confessed that the entire production team was in the break room yelling and rooting for team Canada. Well...Canada won the gold and my Evo's arrived two days after the win.
As a U.S. customer, Kevin walked me through Sabian's process to save me from paying the Canadian custom fees when I sent my AAX cymbals for the re-fresh program by explaining the shipping depot they had set up on the U.S. side of the border. I was thrilled to find out from him that Sabian sends a truck to pick up warranty and re-fresh orders on the Maine/Canadian border and the driver simply picks up and drives back across the US/Canadian Customs check point when the orders are completed. The cymbals are loaded on freight trucks and the long journey starts from Maine to AnyTown USA. They always cover the return shipping costs back to the U.S. so I know Kevin will do whatever he can to make it right. I know you hail from Canada so I'm going to assume the freight should be a non issue since you live in the Great White North!
Last edited by late8; 03-24-2017 at 09:20 PM.
Its kind of surprising that they offer to do this at all. Warranty is one thing but seems like they create problems for themselves with the refreshing and reinking risking something getting lost, mixed up or damaged on the return trip.
They look great though. Nice touches on the bottom hat Rich
Last edited by slinky; 03-26-2017 at 12:54 PM.
RDM/Damage Poets
UFiP TAMAHA Zildjian
REGAL TiP
AQUARIAN
I sent back a china with a tiny crack on the edge, maybe 1/8" long. They cut the cymbal down enough to get ride of the crack, polished, and re-inked. Came back like a brand new cymbal. Though, they did screw up. Re-finished as a traditional finish rather than the brilliant I had and wanted. Not a huge deal so I didn't worry about it, other than to let them know.
Oh-NO!
Cut it large and kick it into place!
Here's the email:
Hey Mike,
The guys in the Vault confirmed that the cymbal was a 16”. The RMA and order was filled out for the 16” AAXplosion crash and the cleaner. Any size difference would have been noted when the cymbal arrived and was received in. Four people would have handled this piece, the receiver, Vault member who did the work, bar coder, and shipper. If the cymbal was an 18” it would certainly have been corrected by someone in the process. I spoke to the receiver and the guy who did the work on the cymbal. They both confirmed that the cymbal was a 16”. This was easy to remember since it was listed as a problem with the cleaner. Both verified that the size was correct on the paperwork.
Kevin
RMA # 29018
Mike, do you have proof on your end it was an 18" AAXplosion crash that was sent in? If you do, then I'd contact Kevin with the proof!
IMG_1639.jpg
Last edited by late8; 03-29-2017 at 02:25 PM.
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