Phaeton customer service sucks!!!
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Hey guys! I have a Phaeton 2060. LOVE the sound!! It has a lovely dark sound, perfect for what I use it for. But the customer service sucks!!! I sent it to them to have the valves worked on and they returned it damaged. Does anyone else have any stories if there shotty service?
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@Amis-Stanley Can you please specify the damage, and give details? Sweeping accusations don't really help.
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@barliman2001 ofcourse. I sent it in to have the valve stems replaced. They returned it with used, valve stems that were different lengths. The horn is silver and the #2 valve stem was yellow. Mind you the valve caps are silver. The damage is a gash on the #1 valve casing.
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@Amis-Stanley So we can definitely rule out transport damage. That is important to know.
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Have you contacted them with the problem?
Benge 3X
Martin Committee
Getzen Capri Cornet
Adams F-1 Flugelhorn"If you don't live it, it won't come out of your horn."
Charlie Parker"Even if I could play like Wynton Marsalis, I wouldn't play like Wynton Marsalis."
Chet Baker -
@barliman2001 absolutely not transport damage. It looks like a tool may have slipped and gouged the casing. There is zero forensics needed other what happened in the workshop prior to shopping. This was not something that someone could have done without noticing. However not taking accountability is a major problem.
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@Kehaulani said in Phaeton customer service sucks!!!:
Have you contacted them with the problem?
Sorry to hear about your horn. As Kehaulani asked, did you talk to Phaeton? Did they offer to evaluate and fix the damage?
Also, I may be missing something. But I'm not sure why would someone ship a horn back to the manufacturer to have the valve stems replaced. You risk shipping damage. You risk misunderstandings due to a lack of face-to-face contact. Again, I may be missing something, but valve stems are something I could easily change myself.
Mike
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Valve stems are never a thing a horn would be sent out for. The only time tools are ever needed to install them is if the old ones are corroded. In that case, your local tech should be able to order the part and install for you. Stems are a part that is usually an easy order from the factory, though some manufacturers will only allow dealers to order parts. This whole situation just sounds very weird to me - though I have never dealt with Phaeton, I regularly order stems from other companies, and ordered after-market stems for horns as a player before I became a tech.
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Lot of input from a new member. I would like to see the answer to Barliman's question about contacting Phaeton. The situation feels strange, even fishy. As Flugelgirl says, you get your local tech (or yourself) to change out valve stems.
Ivan Hunter
Player, Designer, Builder, Writer, Teacher, Repairer
Jaeger Trumpets
Convener of Trumpet4Fun Trumpet Saturdays -
@Trumpetsplus So far, in 32 years of trumpet playing so far, having gone through more than 150 instruments (current count is 38), most of them vintage, I have never felt the need to change valve stems... and I don't know a single player who ever did that (except in cases of horns with parts missing, so-called "lamp horns")
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@Trumpetsplus said in Phaeton customer service sucks!!!:
The situation feels strange, even fishy.At the moment OP has a total of 6 forum posts, 3 of them deleted, and they're all in this thread. The Phaeton 2060 comes finished in antique black/copper, not silver. Sent to factory to have valve stems replaced.
Here's a work of fiction:
amazon.com -
The thread owner needs to clear some stuff up. Nothing makes sense.
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@ROWUK said in Phaeton customer service sucks!!!:
The thread owner needs to clear some stuff up. Nothing makes sense.
I agree. Not entirely sure what the purpose of this thread was. Is Phaeton an independent manufacture?
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@administrator said in Phaeton customer service sucks!!!:
Is Phaeton an independent manufacture? -
"...made mostly in America..."
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Lost me at "valve stem"! Now if the OP had said, "bottom valve caps"......
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I played them at NAMM around 2012-2013, but don’t remember much about them other than I walked away and didn’t go back. I do find it interesting that the best review they could find to put on the website was from someone who doesn’t want to play them, but that has nothing to do with this thread. If any of them are going to Wayne Tanabe for repairs I’m pretty sure they’re not coming back damaged, though.
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barliman2001
