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Posted: Thu Aug 13, 2009 9:12 pm
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cherokee747 wrote:
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I'm a crybaby because I expect Fender to make good on their warranties? Tool.

SlapChop wrote:
anarchy4sale wrote:
It's been Fender #$@*&!% me around the whole time, and my music shop has satisfied me beyond expression. $@!& Fender from this day on. Never again, Fender.




Yeah. Right. Uh huh. Sure, this has all been completely believable.

Not sure what I would stand to gain by making this up.

YZFJOE wrote:
you wouldn't happen to know anarchy in the forums, a former (banned) poster here?

Not sure who you're talking about.

Gotta love how people get so attached to their equipment that they think the company can do no wrong.


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Posted: Fri Aug 14, 2009 5:10 am
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anarchy4sale wrote:

Gotta love how people get so attached to their equipment that they think the company can do no wrong.


You think that's what's going on?

Allow me to correct your quaint misunderstanding... it's not that people think Fender can do no wrong (a quick scan of the forums would get rid of that notion). No, it's that your story is moth-eaten, i.e. full of holes, and most of us who read it just don't think you're telling the entire truth.


Last edited by SlapChop on Fri Aug 14, 2009 5:29 am, edited 1 time in total.

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Posted: Fri Aug 14, 2009 5:23 am
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You made your little statement about Fender so why are you still here? Go and get rid of all that Fender junk you have and join your next musical brand's forum. Like I said in my first post to you, Bye!!


Last edited by fhopkins on Fri Aug 14, 2009 5:33 pm, edited 1 time in total.

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Posted: Fri Aug 14, 2009 4:57 pm
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SlapChop wrote:
anarchy4sale wrote:

Gotta love how people get so attached to their equipment that they think the company can do no wrong.


You think that's what's going on?

Allow me to correct your quaint misunderstanding... it's not that people think Fender can do no wrong (a quick scan of the forums would get rid of that notion). No, it's that your story is moth-eaten, i.e. full of holes, and most of us who read it just don't think you're telling the entire truth.


Ok, you're right. I'm not telling the whole story. After 2 phone calls, Fender offered to fix it for me and all I would have had to do was pay to ship it to Arizona. You got me man.


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Posted: Fri Aug 14, 2009 5:25 pm
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:roll:


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Posted: Fri Aug 14, 2009 6:34 pm
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Oh boy..

About four years ago, I purchased a Fender Blues Jr. Then one day, the volume control went faulty. When turning the volume knob, the there would be this loud scratching noise and the volume would cut out when you have it set. I sprayed electronic contact cleaners and it did not help. I took it to my nearest Fender Authorize service center and they confirmed it was a faulty volume pot and it would qualify for a warranty service. I took it in on November and the service center said that it would be done within a week. A week past and no fix yet, and this time they say it would take another week because fender does have a replacement pot. So I called a week later and no fix again. This time they say they are still waiting on Fender to send them the part. Well, to cut the story short, I ended up calling Fender Customer Service on February, yes still not fixed yet up to this point. Fender Customer Service were surprised and even a little bothered by my ordeal. They followed up on what was going on and they found out that the Service Center did not even place an order for the replacement volume pot. Fender then contacted the service center directly and on the same day I informed Fender of my problem, Fender proceeded in the process of sending me a replacement Blues Jr, in Blond Color. The next day, I got a deliver from UPS of a brand new blond Blues Jr sent one day service from Fender.

Fender is top on my list for customer service in my book.

So it is not fair to blame Fender if the Vendor or service center is the one giving you problems.

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Posted: Fri Aug 14, 2009 8:21 pm
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Oh yeah Fender customer service is bad.Just ask the kid at GC I talked to last week. I asked about the extended warranty that GC and MF offers online when you buy stuff.How does this work with Fender do they not still offer the 5 year warranty?Does it start after as an extended warranty? Hang tags for 5 years are still on the amps? He proceeded to tell me that Fender will not cover any amp that has been played out live or in a studio situation or any kind of damage or failure resulting from live or studio use .The GC warranty covers that and all the other common everyday problems like normal wear and tear or accidental damage like torn tolex or grill.

I will not repeat my responses to him here.Take a guess?

My God these kids at GC are smart.I wonder if he actually thought I was going to buy something from him?


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Posted: Sat Aug 15, 2009 5:46 am
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There are a few knowlegable people at Guitar Center.Very few.I went there one time looking for an American Strat and noticed 4 on the wall.2 were priced at 949 and 2 at 999.I pointed to the black one and asked why it was priced at 949 and 2 others were priced at 999.He said black was a common color.I pointed out that there was a black one priced at 999.He said it was because the neck was rosewood .I pointed out that the other strat was price at 949 and had a rosewood neck.Finally i said "you dont really know why do you?" It ended up that the 2 for 949 were last years models and they marked them down, but they sometimes will make things up to sell something.


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Posted: Sat Aug 15, 2009 1:31 pm
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bluesguitar65 wrote:
So it is not fair to blame Fender if the Vendor or service center is the one giving you problems.


But I talked to Fender on the phone several times in addition to the music shop. Point blank it was going to cost me money to have it repaired, despite it being under warranty, and it was Fender telling me this. My options were to pay for the part or pay to ship the amp to Arizona. After I told the music shop I was done #$@*&!% with Fender, the guy I had takled to from Fender called me back immediately telling me he had 'pulled some strings' and that they would take care of it at no cost. Too #$@*&!% late. My music shop continually worked with me and offered me a third option that costs me nothing. Right after I accepted this offer is when Fender called me back.


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Posted: Sat Aug 15, 2009 7:47 pm
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Having to pay for shipping is normal for warranty work.Thats why they have warranty centers.They are supposed to do the work there.Saves on shipping.Its a few years old and lets face it , its a 200 dollar amp.Its not gonna last forever.Things break, it happens.


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Posted: Sun Aug 16, 2009 6:22 pm
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Warrany work is most likely not going to fix the problem either. That is why I have learned to work on my own amps. At least I know what I have done and when I will be able to use my amp. Unless I slip up and and break something. So far I am batting 1,000. I can always upgrade the parts I am using too.

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Posted: Tue Aug 18, 2009 9:26 am
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anarchy4sale wrote:
bluesguitar65 wrote:
So it is not fair to blame Fender if the Vendor or service center is the one giving you problems.


But I talked to Fender on the phone several times in addition to the music shop. Point blank it was going to cost me money to have it repaired, despite it being under warranty, and it was Fender telling me this. My options were to pay for the part or pay to ship the amp to Arizona. After I told the music shop I was done #$@*&!% with Fender, the guy I had takled to from Fender called me back immediately telling me he had 'pulled some strings' and that they would take care of it at no cost. Too #$@*&!% late. My music shop continually worked with me and offered me a third option that costs me nothing. Right after I accepted this offer is when Fender called me back.


So basically what your saying is you spent some time on the phone trying to get things straighten out...Then Fender say we will do as you ask and repair it for no charge...Which is what you wanted in the first place so now you want nothing to do with them even though they meet your demands?
Here is more than likely what happened..The first person you talk with at any company is not a decision maker they do not have the authorization to make those decisions..So when you finally reached someone that could and he got permission to do so your still pissed..That makes little sense..

Just about all warranties these days have a limited point of purchase repair policy most always they need to be shipped some where else for repair after a certain amount of time..To say that Fender went beyond this and agreed to repair it at your music store should be a feather in there cap not a thing to be upset with...Bottom line i will be more than happy to buy you cheap Fender products..Since they are so worthless i would imagine they have little value so there fore im sure your going to sell them cheap...


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Posted: Tue Aug 18, 2009 2:31 pm
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Did you ever register your warranty? That makes a difference. If you didn't and they decided to cover it anyway, you made out good. I don't think we are hearing the whole story, just a story!

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Posted: Tue Aug 18, 2009 6:12 pm
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As Invader.CC says, customer service front line people are often not authorized to offer much. They can answer basic questions (as defined by the ocmpany) and initiate whatever process might be needed to move a request up the chain.

These things can take time and often the customer/client expects almost immediate results. I've had people calling Marketing when they didn't get an answer on a very complicated payroll issue within an hour. It could take days to investigate such a case and admittedly, C/S workers are told not to give some exact timeframe. That's often impossible and doing so could make us liable to meet it.

Equally, there are generally very few C/S workers handling very many calls. The people on my front line could be handling as many as 20 cases all at once. Some are simple, some take all their skills ... some are easy but just take a long time. So C/S usually can't keep in frequent touch with any particular caller on what the customer might often say is sufficient times as the case works out.

I read a white paper last year from a leading tech support provider and they said the biggest user complaint of all was not getting immediate resolution from the front line contact. Understandable and with certain minor or "FAQ" type issues, that might be reasonable. But for many CS cases, that front line solved on the spot just can't happen.


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Posted: Tue Aug 18, 2009 8:11 pm
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Cap47 wrote:
Did you ever register your warranty? That makes a difference. If you didn't and they decided to cover it anyway, you made out good. I don't think we are hearing the whole story, just a story!


Ummmmmm...... no response there? I think you may have hit the nail right on the head.


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