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Comment by Tarragon | Hacker News Reader

Sweetwater's customer experience is so good that it freaks me out. You have an assigned "sales engineer" who calls after the first order you make. So I've talked to them.

At one point I ordered a couple of different guitar hangers to try them out. I got a call asking if I meant to order 1 guitar hanger and 1 ukulele hanger. The sales engineer looked at the order, my history, and apparently had notes from one of our conversations and thought it might have been a mistake. It was and we corrected it before it shipped.

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Sweetwater is the model for online sales. Like you say, you have an assigned "sales engineer" - and you can change who's assigned to you, BTW. My first sales engineer, a good guy, we just weren't into the same kind of guitar playing. He referred me to another sales engineer that could better help me for what I'm into. When I've had questions about anything they're quick to hop on the phone and talk it through, figure out what's the best gear for you. It's an unreal experience. Whenever I need to buy any music gear I go to Sweetwater first. They don't carry everything, but even then I've called an asked about an alternative and they'll tell you the pros/cons of what they carry and what you're actually looking for. They'll even tell you to buy it somewhere else if they believe it's better and they don't carry it! It's 2022 - I'm used to not being able to talk to a human much less get this kind of customer service. It's truly awesome!

It was a little weird/annoying to be contacted, my assumption was they're trying to upsell me on something.

But nope, they're just great support. Like you said it's always the same person so maybe I got lucky with Jimmy as my rep, but he's been super helpful. Had a similar situation to yours where I bough 1 synth 2 road-cases. He called me asking if it was a mistake and it was.

They also try to assign you to someone with similar interests. So I doubt Jimmy could help much if I wanted to get into classical woodwinds, but he knows his stuff about synths and setting then up in a studio.

>> You have an assigned "sales engineer" who calls after the first order you make

They stop calling you if you don't order anything from them for 10 years or so.

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