tuscanwellies wrote:Hi all,
I would like to share a little something about my own experience with Zens. I have not communicated with Manny or Char about this in advance, I just felt moved to say something positive after all the negatives I've read here...
I am the proud owner of a Zen D minor (my very first handpan)... and she was worth the wait
It took a while and the pan I was originally sent was slightly different from what I ordered (it had a concave/innie ding and I asked for a convex), but they had no hesitation in apologising and sending me the right one as quickly as Manny could build her (with no extra costs apart from the extortionate Italian customs - not their fault!). Furthermore, they allowed me to play the first one until it arrived, and paid for its return shipping costs as soon as my big blue baby arrived. In no way did I hold this mistake against them (actually I felt bad they were out of pocket for it), because who here hasn't made mistakes? And in no way did I get annoyed or suspicious about the waiting time (about two years from initial letter to unboxing my baby).
Char communicated with me the entire process. She has some quite major health problems (some of which inhibit her ability to write/respond quickly), but besides having health problems myself, I understand and sympathise with this. I was happy to wait, sometimes a few weeks, for her to respond to my emails (a wait she would always apologise for). It doesn't make her any less professional. I found her to be a wonderfully kind, honest, humble, brave, caring and compassionate person. In fact, over the months waiting and chatting, she became like family to me. I miss our conversations
And if Manny needs a holiday after all his hard work (seriously hats-off to anyone who makes handpans - the most physically exhausting job!), plus the theft of his stock which means more work, besides what that must have done to him psychologically, can you really blame him? That news would have crushed my soul. He had absolutely no break from making pans in the years I was in touch. I repeatedly invited them to my home in Europe for a rest and they just never had the time to get away because of the order list. They are fully committed to their orders. But after years of relentless work, plus stolen stock, you surely need time-out or you will just collapse (either physically, mentally or both). Being mean about this says more about you than him.
I think part of the beauty of the handpan world is the waiting, saving and anticipation for your instrument. We live in a world where everything is available immediately, where we can quickly become demanding and cynical. While I fully understand that it's hard to wait for something we are passionate about (I waited nearly 7 years from hearing/falling in love with the handpan to being able to afford/find one I loved and then actually receiving it), particularly something we've paid in advance for, please remember that the Zen is a one-man handcrafted piece of art versus a large workshop or machine-made one or one from a maker with a substantial workforce. Manny's soul, energy and love go into each handpan and I think you can actually hear that in the warmth and resonance when you play... thus it is worth every second of thumb-twiddling. I appreciate that there are a lot more makers now and some have big, efficient business operations, or perhaps they are just quicker at what they do, but you can't compare waiting times between makers (if the times + any honest delays are communicated, which they have been by Manny/Char) - each is unique. For example, I've recently fallen in love with Yhonatan's low scale Yishamas which I had the opportunity to play at HONA (and to meet the lovely Yhonatan)... again, as a reputable and individual maker with a long list of orders (and a backlog due to injury), I'm sure I'll have to wait at least a year just to be put on his list. Frankly, I will wait until I'm old and grey to get one
Of course, when there are real con artists out there, this community provides an invaluable heads-up. And of course everyone is entitled to their opinions. But to me, it's wrong to accuse someone genuine of being a con artist just because you've had to wait a bit longer. If we stop being compassionate about illness and difficulty, we stop living in the spirit of these wonderful, healing instruments. If we lose our patience, we are not true to this handpan world. If we damage the reputation of a maker who has - up until now - been one of the best and most reputable, if we tell others its a scam without doing our research or without waiting for the full story from the maker themselves, or bad-mouthing the maker's response, then we become part of that horrible, demanding consumer world - wanting to sue everyone and complain about everything and hurt small businesses who rely entirely on word of mouth... and that is not what this community is about.
With all that in mind, I found Manny and Char to be wholly trustworthy, kind and professional even in the face of adversity/unexpected delays. I don't think our experiences are that different, but perhaps our reactions are. I chose the Zen for many reasons, as I am sure you did. And I was more than happy to wait that bit longer for such beautiful resonance and colour.
I ask you all kindly to try to put yourselves in their position - stolen stock, health problems, a young family to support, no fancy factory or big work force... unless they have changed dramatically since my experience with them, I am sure they will get in touch when they can with anyone who has ordered/paid for a Zen. And I am sure they will honour all your orders (or offer a refund if they physically can't).
This is a handcrafted piece of magic that stirs the soul. My Zen is still one of the very best handpans I've ever played. And I don't, for a second, regret choosing it as my first instrument.
I hope my words (sorry there are so many!) can provide reassurance and understanding to those who need it.
With love to all, and gratitude to the admins behind this amazing website and forum.
Juliet x
Congratulations, dear Juliet! At least some people seem to get their handpan. Others don't. I received dozens of e-mails containing apologies and explanations over the last 18 months. "I had to go to hospital", "I have much work at the moment because it's tax time", "I am having health problems" and so on. Of course, I am very compassionate concerning illness and difficulty. On the other side, it was not so easy for me to afford the prize of the handpan I ordered. When I paid for it, I didn't know what it would be like to wait for so long. At the moment, I am losing my patience and trust. Three months ago, I was told "We will send your handpan home to you till August". I kind of believed them just to find myself in the same situation as before, spending my time writing e-mails like "Could you please let me know the state of affairs", ""I would be grateful if you could give me some information" and so on. I feel very exhausted and depressed about it. Over the months, I received several photos of the handpan. "Here is a photo of your handpan", I was told, and in fact, there was some handpan on the picture with my name written on it. Oh, how great. Then I was told my number on the waiting list, which was number 3 sometimes, or number 5 later or whatever. I was told "It is great that you are a member of the Zen family", and most of the e-mails were combined with "best whishes" and "blessings". Well actually, I don't feel blessed at all. Thus far my experience, dear Juliet. I would not recommend them to other musicians. If you feel compassionate with the makers, you might also feel sorry for musicians like me who are going through this awful and energy-sucking experience, not knowing when they will get their instrument, and if they will get it at all.
