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Zinky Superfly Blog - Part 68: A Word From The BBB

Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585
602-264-1721 | 602-263-0997
arizonabbb.org

[...]
Thank you for contacting BBB and allowing us the opportunity to assist you with resolving this matter. Your case number is: 8095794; please make a note of this number for future reference.
[...]
Your experience has been forwarded to the company so the issues you have presented can be reviewed and the company may respond.
[...]
You will be contacted within 30 days if a response is not received from the company.
[...]

On 8 February I received an email from the Arizona BBB with a link to their case tracking system. This took me to a message which confirmed that they had been in contact with Zinky (relevant details on the right). Before the fateful email from Bruce? I'd like to think so.

Then the next day my previous email to the BBB (letting them know that some action had occurred) was acknowledged, with the expected request that I keep them informed as to actual delivery. So it's good to know that they took my complaint seriously.

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Zinky Superfly Blog - Part 67: Can It Be True?!

From: info@zinky.com
Subject: Re: Zinky Superfly: Three months and four unanswered emails from "I'll do that today"
Date: 5 February 2010 21:19:07 GMT
To: dave@dave.st

Your Fed Ex tracking number: [big long number]

No charge. Ships today. Chassis is updated and in working order. No cabinet, cannot provide one. I noted that the purpose of the shipping was "Repair and Return" on the commercial invoice as well as the shipping manifest, so you shouldn't need to pay duty.

BZ

Be still my beating heart! Is my amp now in the capable hands of FedEx? Has Bruce had a communiqué from the BBB that was more trouble to ignore than to act on?

Well the tracking number is real enough. Projected delivery date is 10 February.

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Zinky Superfly Blog - Part 66: Taking It To The BBB

My complaint

1. Primary Classification

Guarantee Or Warranty Issues

2. Secondary Classification

Repair Issues

3. Problem:

On 23 April 2008 I shipped from the UK to the offices of Zinky Electronics an electric guitar amplifier made by the Zinky company. The amplifier (a "Superfly" model) had developed an intermittent fault and the Zinky company offers a lifetime warranty on products like this one. Prior to shipping it I had discussed the fault with Bruce Zinky by email and agreed that he would investigate the fault and also perform some upgrade work that the company offered at a fixed price of $100. In addition he would supply - at my cost - a new wooden case. Mr Zinky maintained that due to the complicated design of the amplifier, he was the only person in the world knowledgeable enough to do the repair and upgrade work, so I paid around $200 to ship it to him.
It arrived on 29 April 2008 and work was started. Since then there have been multiple long delays. Sometimes months would go by with no news from Bruce Zinky, until I sent further emails enquiring what was happening. By 27 October 2008 he stated in an email "This has taken so long, I can't charge for the update any more."
However by 11 June 2009 there had been so little progress that I actually offered him a $1000 bounty to finish the work by 31 July. His response was simply "I will finish it, and you will pay nothing." Finally after more emails, on 15 September 2009 I received an email declaring "Should ship tomorrow, no charge." and after yet more chasing up, another email on 19 October 2009 stating that "the chassis is done. I just need to... get it on the way", concluding "I'll do that today.". That was over three months ago and despite five more unanswered emails I have no idea when, or if, Bruce Zinky will return my amplifier.
I have attempted to remain patient and have offered to pay the original agreed costs even after Bruce's "no charge" decision, while my amplifier has languished untouched on his workbench for months at a time.
I have documented the whole history of this issue on my website as a blog. Please visit http://www.dave.st/zinkyblog

Desired outcome:

To have my amplifier shipped back to me in a working state (with a new set of vacuum tubes as agreed). I don't care about the replacement wooden case. I will pay the originally agreed costs for the upgrade work and vacuum tubes. I would like my amp back before the 2-year anniversary of it being delivered to Zinky Electronics.

Receiving no communications from Bruce, on 4 February 2010 I decided to try the Better Business Bureau covering Flagstaff, AZ.

Filing a complaint on-line was not overly complicated, the toughest aspect being the condensing of the whole miserable tale into less than 2030 characters of text.

I received a pro-forma confirmation email straight away, and waited to see what happened... for a surprisingly rapid development, see part 67!

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Zinky Superfly Blog - Part 65: 3 months/4 unanswered emails later

From: dave@dave.st
Subject: Zinky Superfly: Three months and four unanswered emails from "I'll do that today"
Date: 19 January 2010 16:13:17 GMT
To: zinky@zinky.com
Cc: info@zinky.com

Yes, three months from your last email and your last assurance that you would ship the amp.

As I have observed previously, you obviously don't think that being unable to do the work on my amp and ship it back inside of 18 months will have any negative impact on your reputation. Well, as the saying goes, a problem shared is a problem halved, and I think I'm overdue for sharing it with the wider world.

As ever I would like you please to find some time to do what is necessary to get my amp back to me before we're looking at the 2 year anniversary of its incomprehensibly long sojourn in your workshop.

David

Well, little surprise here, and certainly no Happy New Year. So, time for a "three month anniversary of your last email" email.

On the subject of sharing (as this blog so comprehensively attempts to do), I did a web search on "Zinky owners" just to see if there was any organised confluence of Zinky-related opinion out there.

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Zinky Superfly Blog - Part 64: Season's Greetings 2009

From: David Jackson
Subject: Zinky Superfly: Two months on from "I'll do that today"
Date: Sun, 20 Dec 2009 15:57:26 +0000
To: zinky@zinky.com, info@zinky.com

Another reminder.

And Happy Holidays, as I resign myself to a second Superfly-free Christmas.

David

Still no response to my email from a month ago, so off goes a seasonal follow-up.

Will this engender a Happy New Year? Best hurry on to part 65.

Zinky Blog tags: 

Zinky Superfly Blog - Part 62: "I'll do that today" + 1 month

From: David Jackson
Subject: A month on from "I'll do that today"
Date: Thu, 19 Nov 2009 18:43:55
To: zinky@zinky.com, info@zinky.com

Another reminder:
- what about the case?
- what about some action?

David

Like the title of the latest email says, a month has gone by since Bruce's last email in which he claimed he would "do that today". A month in which my last two emails went unanswered. A month in which my amp did not make an appearance. Will the next development be an email from Bruce? See part 63.

Zinky Blog tags: 

Zinky Superfly Blog - Part 61: 18 Months In

From: David Jackson
Subject: Re: Shipping the Superfly amp
Date: Sun, 01 Nov 2009 17:50:29
To: zinky@zinky.com
CC: info@zinky.com

Bruce,

Is is a coincidence that every time I ask about the silver case it seems to stop you in your tracks?

I would really like:

- an answer
- some action

It is now November 2009. My amp has now been in your shop for over 18 months.

David

October ends with no response from Bruce to my email of two weeks previous, so off goes another one.

Will this finally generate an answer, an idea why any mention of supplying my a case is met with - not an answer - but another communication stoppage? Watch this space for part 62.

Zinky Blog tags: 

Zinky Superfly Blog - Part 60: No More Action

On 19 October 2009, Bruce was going to "get it on the way" that very day. Didn't happen.

Ten days later, there has still been no response to my question about the silver case.

How can one man take 18 months and still not complete a repair job that has been sat on his bench all that time?

How can one man advertise a Lifetime Warranty and then expect his customers to wait - what? - two years before they get their amp back?

But of course it's not over yet - see part 61.

Zinky Blog tags: 

Zinky Superfly Blog - Part 59: Same Old Question

From: david@dave.st
Subject: Re: Shipping the Superfly amp
Date: 19 October 2009 16:02:44 BST
To: zinky@zinky.com

Does that mean you won't supply the silver-covered head-only case which I thought we'd agreed on as far back as February? I would really like some clarification on that.

David

There it is again - the question about the silver case.

A question apparently with the power to stop Bruce in his tracks. The evidence is compelling - see part 60.

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