Post your good experiences with manufacturers' service here


Senior Member
I figure there's a whole bunch of threads where we talk about bad experiences when equipment fails, things aren't right, or we can't get the proper help to remedy a situation.

Let's do the opposite here.

I bought some Puresound Custom snares four or five months ago. About that same time I started tearing through resonant side heads on my old Ludwig Supraphonic. After the third or fourth head I was sure something was wrong with the roundness or bearing edge of the drum.It couldn't be my technique, for sure. :)

I shelved the Supra for a day I could have it looked at by someone and moved the snares over to my Spaun maple snare. I was mildly shocked when in my second practice session the bottom head burst wide open. I finally sorted out that there was a rough edge on the snare plate that was puncturing the head as I played. I bought my fifth snare side head at Vics and put some bandaid fabric on each corner of the plate. The head still hasn't failed after a week of playing.

I contacted D'Addario/Evans/Puresound, explained the issue and after some reasonable questioning about why I didn't replace the snares sooner, the rep agreed to send me new snares and two new Evans 300 heads. I honestly expected just to have the rep tell me to send in the defective ones and maybe get a half price credit for new ones.

I'm very happy with the attention given by the company, and was reminded of why I switched to Evans in the first place after they helped me 17-18 years ago.


Silver Member
I contacted D'Addario/Evans/Puresound/ProMark about stick issues and they were very accommodating and addressed the problem without question.

I contacted Sonor (Germany) about a defection part and got new one from the US Distributor (Hohner) within a couple days, also without question. I have also contacted Sonor Germany about older parts and always received personal to the point replies in a very reasonable time.

Super Phil

Senior Member
A clip broke on a 10 year old SKB road case i have, and they sent me out a new clip right away for free.

Red Menace

Platinum Member
One of the lugs on my Stage Custom kit broke, the screw that holds the lug to the shell broke off. Yamaha mailed me out a new one for no charge. Great service.