Tonepros - don't know their own products..

[steve(UK)]

Some time ago I bought a Tonepros VTPN-1A. It's a nickel plated aluminium stoptailpiece complete with studs for use on Les Paul Juniors etc. It comes carded and shrink wrapped with that part number on a bar code sticker on the back. All kosher.

I did not use the unit at the time of purchase. Still shrink wrapped. Fast forward to now, I was interested to know if the studs were brass or steel. So, I contacted Tonepros via their web site enquiry system, asking, regarding this part number, what are the studs made of.

I received a reply saying:

Greetings from TonePros!

Hello Steve , this is Gil from TonePros and TonePros Kluson. I'm here to help you out with any fit/installation questions you may have.

About your question, here are the specs for that guitar (guitar?!!):
VTNA Model: TonePros Standard (US/Imperial Thread) Vintage One-Piece Tailpiece/Bridge Aluminum Wraparound w/ SS1 Studs
Thread: 5/16 – 24 US Thread
Stud to Stud Spacing: 3.22 inches/ 82mm
Saddle Notch: None
Bridge Material: Aluminum
Stud Material: Brass
Stud Cap Size: 13mm/.5in
Radius: 10.5 inch
String Spread: Approx. 10.4mm

Thanks so much for contacting us, we really appreciate your interest and the fact that you took the time to send us an inquiry.


Basically they ignored my question and simply provided the spec for another, different part number. So thinks I, maybe that part number and spec they give is the new part number for mine? So I said:

Gil,

Thanks, but you've just given me the spec for the VTNA model - that wasn't my question? Unless... without confirming it, you are saying/implying that my VTPN-1A is exactly the same item?

Their reply:

Please send me a pic of that as THAT IS NOT OUR PRODUCT #

Do they not know about their products? Ok, as I have already suggested, the part number may have got changed - you'd think they themselves knew that? Also, I gave a full description of what it was in my first email, so it's quite clear what it is, as is the part number I gave. Is it beyond them to identify something that I have already clearly described and provided THEIR part number for? If you are unfortunate enough to ask a question of someone who joined the company 'last week', must that question not refer to anything build previously? No records, no-one to ask? LOL!

Look, Tonepros is a good product but their marketing communications and after sales support seems to be lacking. You only have to look at their web site to see the poor information contained there re products, their variations and specs. It's not easy to make a choice and you cannot see all the variations (and their part numbers!) available. And oddly, some products are priced, others not.

 

[Triburst]

Steve, I know what you mean, nickel-plated brass looks just like nickel-plated steel. Just get a magnet and pass over the studs (pre-installation) and you'll know for sure.

 

[steve(UK)]

Steve, I know what you mean, nickel-plated brass looks just like nickel-plated steel. Just get a magnet and pass over the studs (pre-installation) and you'll know for sure.

Brilliant. Why didn't I think of that? Thanks matey.

 

[cryptozoo]

Dudes are probably high as hell after getting that money from Gibson. I know I would be. I say leave them alone and don't kill their buzz.

 

[steve(UK)]

Dudes are probably high as hell after getting that money from Gibson. I know I would be. I say leave them alone and don't kill their buzz.

Wazat? they signed a deal to provide Gibby with parts then? What's the deal involve?

 

[greyhound]

They were not any help for me when I had a problem when the head of one of the intonating screws snapped off their bridge that was on my R7. Did phone calls and emails, then they sent me an email saying how they were going to help me and that was the last thing I ever heard from them. It eventually went into the trash and I bought a Gibson replacement.

 

[steve(UK)]

Hmm. Is there a picture emerging here of the way in which this company is being run? Having a range of good products is one thing; marketing communications and after sales support are others - that apparently - they have yet to grasp. They'll have to be careful because the idea of putting some grub screws into bridges and tailpieces is very easily copied, and in that respect, others are already making lockable components. At the end of the day the companies that make their product lines easy to understand* and provide a full back up service will win the day. Drink your champers Tonepros - while you're able..

* Product lines that they themselves can also understand!