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Post subject: Custom Care PtII
Posted: Sun Sep 20, 2009 6:49 pm
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Can someone at fender please confirm the Custom Care program for me?

After my last post about my 59 NOS bass going back to Fender for repairs, they have decided to have a look at it in case the crack in the fretboard is going to be a serious problem.. I'm in Australia by the way.

Now, I did register the bass with the custom care program and did receive the card and the info card that came with it.. reading through the custom care website, it seems to imply its a worldwide program..

Fender Australia tell me no, its only a US program, in Australia we only get the 12 month warranty and repairs will be done locally.. the dealers here have not heard of the program..

I've tried sending the enquiry to the email address supplied, but never received a reply (dated 31 August). (I will CC this post to the email address again)

so..
1. is it worldwide support?
2. do we get lifetime warranty?
3. do foreign customers get the option of an instrument going to the custom shop?

Thanks


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Post subject:
Posted: Sun Sep 20, 2009 8:02 pm
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It reads to me like international customers have the instrument evaluated in their home country and are then given the choice of where it is repaired :?:


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Post subject:
Posted: Sun Sep 20, 2009 8:07 pm
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From the website directly:

Warranty Extension
Upon registration, original purchasers will be given an extension of their warranty that provides worldwide limited lifetime coverage on the electronic and hardware components of their Custom Shop instruments.

This extension will be subject to the same limitations and exclusions specified in the standard current FMIC limited lifetime stringed instrument warranty.

In support of, and as proof of our unwavering commitment to Custom Shop customers, we'll provide this extension to all registered original purchasers worldwide, regardless of original retail purchase date.

Please note that only original Custom Shop instrument owners are eligible to receive the warranty extension.

http://www.fender.com/customshop/custom ... s_warranty



Seems to state "worldwide" twice...

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Post subject:
Posted: Sun Sep 20, 2009 8:08 pm
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SeanGephardt wrote:
From the website directly:

Warranty Extension
Upon registration, original purchasers will be given an extension of their warranty that provides worldwide limited lifetime coverage on the electronic and hardware components of their Custom Shop instruments.

This extension will be subject to the same limitations and exclusions specified in the standard current FMIC limited lifetime stringed instrument warranty.

In support of, and as proof of our unwavering commitment to Custom Shop customers, we'll provide this extension to all registered original purchasers worldwide, regardless of original retail purchase date.

Please note that only original Custom Shop instrument owners are eligible to receive the warranty extension.

http://www.fender.com/customshop/custom ... s_warranty



Seems to state "worldwide" twice...


Yes.. exactly.. so why does Fender Australia tell me 'no it only applies to the US' and no dealers here know about it..?


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Post subject:
Posted: Sun Sep 20, 2009 8:24 pm
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I suggest you go to your dealer in Australia and show them the site. I would stand your ground and don't take no for an answer. It annoys me when this sort of nonsense occurs.


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Post subject:
Posted: Mon Sep 21, 2009 3:29 pm
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Pink_Floyd wrote:
I suggest you go to your dealer in Australia and show them the site. I would stand your ground and don't take no for an answer. It annoys me when this sort of nonsense occurs.


oh they aren't being difficult or anything, they are all good people and fender oz looks after customers, it's just no one seems to know anything about the custom care program and I have not got replies to my email questions via fender us.


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Post subject:
Posted: Mon Sep 28, 2009 3:17 am
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So far..

2 emails to the Fender US email address listed for customer care..
No response..

Multiple emails to Fender Australia in regards to the program..
Questions avoided and not answered (I get replies but no answer)

Multiple requests on here for an answer..
Nothing..

The email address supplied for 'priority custom shop customer support' gets no answer.

Why can't someone at Fender just give a direct answer?
(and yes, I've read the website, it implies international support, but as I've mentioned.. how does one get that support when the local importer tells you its only US.. my problem has been fixed locally now by god knows who..)


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Post subject:
Posted: Tue Sep 29, 2009 10:51 am
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Hi Mr. Mow,
I apologize that you're having trouble. To answer your question, yes the intent is to provide support worldwide for Custom Shop Instruments.
I am curious to know which email addresse(s) you have sent mail to. I would like to find out why you haven't received an answer within 24 hours.
We do forward a certain amount of email to whichever country may be able to assist our customers, but you should have received some sort of reply that we received your email as well.
I will touch base with Fender Australia and see if we can figure out what is going on.
Thanks for the posts! Thanks for being patient, I hope we can help you out :O)
All the best,
rob


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Post subject:
Posted: Tue Sep 29, 2009 10:57 am
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Cool!! I knew Fender cared!! :wink:


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Post subject:
Posted: Tue Sep 29, 2009 11:04 am
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Let's hope Fender get this all sorted :D


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Post subject:
Posted: Tue Sep 29, 2009 11:29 am
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Hi!!! Me again!!
My information is that this is already in the works and being handled.
Also, the mail I reviewed tells me that we are indeed honoring the Custom Care program worldwide.
As with any program, there are dealers throughout the world who may not be aware of the Custom Care program.
We'll just have to work harder at getting the word out and hope that they become aware soon.
Please don't hesitate to post again if you're still having issues.
All the best,
rob

PS Hi fhopkins and Pink_Floyd !!! *waves*


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Post subject:
Posted: Tue Sep 29, 2009 11:35 am
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Hey Rob,

I want to thank you as a Fender customer for coming on the forum and explaining the situation. I was in a similar situation with 'another' guitar company and they handled it very differently, so it is great to see you guys publicly honoring your system

I too shall be registering for the Custom Care package as I have just placed a deposit on a Custom Shop instrument

8) :D


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Post subject:
Posted: Tue Sep 29, 2009 1:14 pm
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Hey there Pink_Floyd!
Gonna getcha a Fender Custom instrument? AWESOME!! :D

Seriously , Thank YOU for your kind words. Honestly, I don't get on here as much as I want to--- nor as much as I should.
In my own defense though (....aha!!!!) I kinda feel like if I'm helping to fix the stuff that goes wrong and don't get on here because of it.....you folks will hopefully cut me a small break (falls on his aged rocker legs and begs).

Thanks again for the kind words, they really do mean alot and they keep us going around here.
Best regards,
rob


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Post subject:
Posted: Tue Sep 29, 2009 3:43 pm
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Rob Schwarz-Fender wrote:
Hey there Pink_Floyd!
Gonna getcha a Fender Custom instrument? AWESOME!! :D

Seriously , Thank YOU for your kind words. Honestly, I don't get on here as much as I want to--- nor as much as I should.
In my own defense though (....aha!!!!) I kinda feel like if I'm helping to fix the stuff that goes wrong and don't get on here because of it.....you folks will hopefully cut me a small break (falls on his aged rocker legs and begs).

Thanks again for the kind words, they really do mean alot and they keep us going around here.
Best regards,
rob


thanks for taking the time rob, I'm on a web phone right now, but I'll drop you a pm when I get to work, you took care of everything last year when I got the bass, thanks for all of your help.


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Post subject:
Posted: Tue Sep 29, 2009 6:33 pm
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Hi Rob, I tried to send you a PM, but yours is disabled..

So, to the beginning.. I'm sure you remember me contacting you last year when I purchased my NOS 59 PBass, which arrived in a less than new condition (crooked bridge cover holes, pen marks on the body, generally filthy and Fender Australia admitting it was a demo display model.. you took care of that, thanks).

Well, it went back, was cleaned up and all was ok..
I noticed a month or so back a small crack from the top of the truss nut which went up to the top of the fretboard.. not really a major drama, but seeing the local warranty was due to run out, I thought it should be mentioned.

However, as I had registered with the Custom care warranty, that should mean lifetime warranty and custom shop repairs.. If that's the case, the crack can stay and if it became a problem could be taken care of later.

So, asked my dealer, he had not heard of the program (why would they if the local importer had not told them?), contacted Fender Australia who informed him it was a US only program and I should send the bass to them for INSPECTION.. ok.. Meanwhile I tried contacting the consumerrelations email address for clarification.. no answer. (31/08 and 21/09)

I asked Fender Australia service and the director for clarification.. no answer..

Meanwhile (last week) they decided it was just a scratch and 'repaired' it (I would have preferred they didn't touch it to be honest.. it was sent for inspection.. but they did what they did).

So it came back... the lacquer has a hairline crack already.. It follows the wood grain.. The bass gained a couple of small dings in the finish, the neck pocket has some cracks in the finish.. minor stuff.. but still.. The old strings had just been slapped back on with the saddles all over the place (again, minor.. but really.. ) and there is lacquer on the end of the fretboard..

all in all.. average performance..

I hate coming off as as the whinging customer.. But at the end of the day the custom shop thing is meant to be the premium product and I've found the entire experience to be a bit p*ss poor.

There are some pics here..
http://s4.photobucket.com/albums/y110/Mowchai/PBass/

Once you've read this, feel free to delete it, I didn't really want to post it on the forum, but I can't PM you!


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