boomstick
Silver Member
Important Update
Well, this is an unexpected turn of events. A product manager who represents Gibraltar actually read this thread, has contacted me directly about these issues, and is working with me to resolve them.
He says they have no record of my emails, so it's possible that the non-responsiveness was due to email problems and not inaction on their part.
Original post follows:
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I just wanted to put out a warning to other drummers out there. I own a fair amount of Gibraltar hardware, and I've been pretty satisfied with it. However, I've come to discover that when something does go wrong, their customer support is terrible.
For example, I lost the middle tier from one of my cymbal stands. Fortunately, Gibraltar actually includes a diagram with their hardware that lists all the individual parts and part numbers, so I went to my local music store to order the replacement part. They got back to me and said Gibraltar wouldn't replace the part unless it was a warranty claim. Mind you, I wasn't looking for a free replacement. I wanted to buy a new part, but was denied. So now I have a cymbal stand without a middle tier. What, I have to buy a whole new stand now? Or search high and low for a part that will work with it?
Secondly, I have emailed Gibraltar customer support no less than three times about various issues. Not once did I get any response from them.
Anyway, I just wanted to make other drummers aware of this situation in case they are considering any Gibraltar purchases. They do make pretty good gear, but it seems their relationship with you ends at the point of sale.
Well, this is an unexpected turn of events. A product manager who represents Gibraltar actually read this thread, has contacted me directly about these issues, and is working with me to resolve them.
He says they have no record of my emails, so it's possible that the non-responsiveness was due to email problems and not inaction on their part.
Original post follows:
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
I just wanted to put out a warning to other drummers out there. I own a fair amount of Gibraltar hardware, and I've been pretty satisfied with it. However, I've come to discover that when something does go wrong, their customer support is terrible.
For example, I lost the middle tier from one of my cymbal stands. Fortunately, Gibraltar actually includes a diagram with their hardware that lists all the individual parts and part numbers, so I went to my local music store to order the replacement part. They got back to me and said Gibraltar wouldn't replace the part unless it was a warranty claim. Mind you, I wasn't looking for a free replacement. I wanted to buy a new part, but was denied. So now I have a cymbal stand without a middle tier. What, I have to buy a whole new stand now? Or search high and low for a part that will work with it?
Secondly, I have emailed Gibraltar customer support no less than three times about various issues. Not once did I get any response from them.
Anyway, I just wanted to make other drummers aware of this situation in case they are considering any Gibraltar purchases. They do make pretty good gear, but it seems their relationship with you ends at the point of sale.
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