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Post subject: custom care limited lifetime warranty
Posted: Sun Jun 16, 2013 8:23 am
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i was wondering if anyone could shed some light on what is covered by the limited lifetime warranty.
I was looking for information on what was covered and it seems like other then free delivery to and from a service center, nothing is actaully covered after the inital check at time of purchase.
from what i read everything from normal wear to wood splitting was excluded.
i found the page on this site for custom care wasnt much help in identifying whats covered should i have a problem down the road.
my geus is that fender stands by their product and they do more than is legaly required which is good because it looks so far like nothing is legally required.


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Post subject: Re: custom care limited lifetime warranty
Posted: Sun Jun 16, 2013 10:11 am
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Jim, in the unlikely event that anything happens to your axe I will bet the farm that FCS will do whatever it takes to fix the problem and get your instrument back to you as new.

Yes, yes, I've read of issues, life isn't perfect, but in 99.99999 % of things, I'll bet the few needed fixes happen perfectly w/out drama.

The peeps at FCS obviously care about their work, they could build, design, etc ANYWHERE.
They choose Fender I think because it is an Icon, and from what I read and hear, they are given the opportunity to go to the max with their builds, designs, and ideas. Pretty obvious from the output I'd say.

My personal experience was WAITING for the proto bass to be delivered, and for my patience and efforts to obtain my bass, they gave me some swag- including a tool kit the likes of which I've never seen! 8)

They didn't have to do that; they didn't have to do anything-but they did.

Sleep well, knowing you're in good hands from people who take a lot of pride in their work! :D

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Post subject: Re: custom care limited lifetime warranty
Posted: Sun Jun 16, 2013 3:07 pm
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Thanks for your reply. I think your right about any future problems. Its just that i was reading up on the warranty and it struck me as odd what I was reading. I have no worries. Between my new D.G. master built and my vibro champ I couldn't be happier. What more can be said they make the best guitars and they make the best amps. I have the best of everything.


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Post subject: Re: custom care limited lifetime warranty
Posted: Sun Jun 16, 2013 8:35 pm
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jim1965 wrote:
Thanks for your reply. I think your right about any future problems. Its just that i was reading up on the warranty and it struck me as odd what I was reading. I have no worries. Between my new D.G. master built and my vibro champ I couldn't be happier. What more can be said they make the best guitars and they make the best amps. I have the best of everything.

My experience with them wasn't so good. Within a year of ownership I found several small places delaminating on the neck binding of my new FCS Jazz bass. They had me send it to a Fender tech in Tulsa for evaluation. He said it needed to go to the custom shop and sent it there. They checked it out and said they were not sure what caused it, but were sure it wasn't due to material or workmanship so they sent the bass back to me urepaired calling it normal wear and tear.
When I received the bass the case was messed up and the "G" tuner was broke (it's a 5 string). I also noticed 2 blemishes that wasn't there before. They first sent me a replacment tuner then had me send it back to them in the same busted case which they later replaced. They fixed the 2 blemishes, but said the new "G" tuner was broken when they received it.
They sent it back, in the same busted case, with a new "G" tuner and a new "B" tuner in their original pacakging along with a new set of strings. Of course without the tuners installed neither were the strings. That means after 2 hard knocks during shipping, which were hard enough to break a total of 3 tuners, they never strung the bass up to check the neck.
The bass is great, but I was and still am very disapointed in their Custom Care. I'll never purchase a Custom Shop instrument again.

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Post subject: Re: custom care limited lifetime warranty
Posted: Sun Jun 16, 2013 9:30 pm
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That's a shocking story. I would be interested in what mr. eldrigd has to say about that. I read they would make any repairs after first telling you what it would cost if it was not covered. just assumed that part of the cost was the peace of mind knowing Fender was standing behind the instrument for your lifetime, like the warranties name implies.
Its not that I dont trust or believe you but someone from Fender should comment on that situation. When did this happen and how long did you have the instrament before you sent it back for repairs?
The damage you mentioned sounds like it defenitley wasnt normal and should have been covered. I just started this thread out of curiosity and expected to hear nothing but positive feedback. This is a little disapointing but i should reserve judgement till someone from Fender gives their side. Hopefully they will.


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Post subject: Re: custom care limited lifetime warranty
Posted: Mon Jun 17, 2013 5:30 am
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Until you know someone on these forums, you do have to question what is posted. Especially something like what I did. That's understandable.

I did ask what the cost would be to repair the neck. I was told that the custom shop didn't do repairs and the neck would have to be replaced with a new one. So even if the damage was covered under warranty they wouldn't repair it, but would replace it. They never gave me a price on a new neck. Probably more than what I would want to pay anyways.
Then they repaired the 2 small blemishes that occured during shipping? :shock:
They did a great job of it too. But it does contradict what they told me about repairing the neck.

I purchased the bass Dec. 28, 2011. I noticed the damage at the end of Nov. 2012, approx 11 months after I received the bass. I contacted Custom Care the first part of Dec. 2012. We came to an agreement to wait until after the first of the year before anything was done since the custom shop is shut down on Dec 15th until after the first of the year. They sent me a coffee mug and 2 sets of strings for my patience.
I contacted them again the second week of January this year and that is when it was set up for me to send it to the tech in Tulsa. It was around the beginning of March when I received the bass back the final time.

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2012 American Standard Precision V - Candy Cola Red
2012 Squier Vintage Modified Jazz V - Surf Green
2011 FCS Custom Classic Special Jazz Bass V - Violin Burst
1996 MIM Stratocaster HSS - Black
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Post subject: Re: custom care limited lifetime warranty
Posted: Mon Jul 08, 2013 10:51 am
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Hi folks,

Jim, what you get "extra" for registering a Custom Shop guitar on the Custom Care website is really that we extend the limited lifetime warranty to include hardware and pickups....knobs....in other words, stuff that is normally only covered for a year.
At the same time, we try hard to give that type of service on everything we produce.
which brings me to.......

grho50,
That's a hard story to read! I'm sorry that you had a bad experience. I'd be appreciative if you would PM me the serial number for that bass. It sounds like there were some communication errors at very least, and I'd like to see what the deal is on it from this side of the fence.
If you know what delamination is......then you also know that there is no real way to figure out exactly what caused it---for sure. Could be weather----could be defective manufacturing......tie should go to the runner-----that would be you in that case.
Custom Shop doesn't repair? Yes, they do....and I agree that if it went down that they repaired some damage...but not the delam.....that doesn't make sense.
Anyway....I'd like to have a look.
All the best to all,
rob

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Post subject: Re: custom care limited lifetime warranty
Posted: Mon Jul 08, 2013 10:25 pm
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Thanks Rob Schwarz-Fender. I appreciate your interest and you taking time to look into this for me.
I sent you the serial number in a pm.

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2012 American Standard Precision V - Candy Cola Red
2012 Squier Vintage Modified Jazz V - Surf Green
2011 FCS Custom Classic Special Jazz Bass V - Violin Burst
1996 MIM Stratocaster HSS - Black
1975 Precision Bass - 3 Tone Sunburst


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Post subject: Re: custom care limited lifetime warranty
Posted: Tue Jul 09, 2013 6:18 am
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Grho50's story started a long, long time ago. Bindings on most Jazz basses from the 1970's are in better shape. I couldn't mess one up that bad if I tried to do it on purpose. When the claim was denied it shocked me. Shocked isn't even a strong enough word. More like flabbergasted. Then to have his CS bass damaged in shipment was salt in the wound.

I was stunned and felt so bad for him. He must have felt like a complete sucker. I'd be ashamed to play it in public myself and you can't sell it like that either, except maybe part it out and use the neck for firewood.

In fairness I've never tried to run a Fender warranty claim on anything. When stuff goes south on me I fix it myself, trade it or sell it broken and move on....BUT I'm not buying multi-thousand dollar Custom Shop instruments either. Now I for sure never will.

That's ok, it is pretty much what I'd expect on the disposable MIM stuff I tend to buy lately. I usually void the warranty modding them anyway. Any dreams I ever had about maybe buying one CS model in my lifetime are positively over because of what happened on this binding issue. I'll keep buying the cheaper mass produced Fender stuff. No way am I ever going to pay Custom Shop money for an instrument that can not be repaired even if I pay for it. That is exactly what he was told.


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Post subject: Re: custom care limited lifetime warranty
Posted: Tue Jul 09, 2013 8:49 am
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brotherdave wrote:
Grho50's story started a long, long time ago. Bindings on most Jazz basses from the 1970's are in better shape. I couldn't mess one up that bad if I tried to do it on purpose. When the claim was denied it shocked me. Shocked isn't even a strong enough word. More like flabbergasted. Then to have his CS bass damaged in shipment was salt in the wound.

I was stunned and felt so bad for him. He must have felt like a complete sucker. I'd be ashamed to play it in public myself and you can't sell it like that either, except maybe part it out and use the neck for firewood.

In fairness I've never tried to run a Fender warranty claim on anything. When stuff goes south on me I fix it myself, trade it or sell it broken and move on....BUT I'm not buying multi-thousand dollar Custom Shop instruments either. Now I for sure never will.

That's ok, it is pretty much what I'd expect on the disposable MIM stuff I tend to buy lately. I usually void the warranty modding them anyway. Any dreams I ever had about maybe buying one CS model in my lifetime are positively over because of what happened on this binding issue. I'll keep buying the cheaper mass produced Fender stuff. No way am I ever going to pay Custom Shop money for an instrument that can not be repaired even if I pay for it. That is exactly what he was told.


And yet the multiple thousands that have had positive experiences and fine instruments mean nothing because of a couple of horror "stories." Its like the few incidents of people getting killed wearing a seatbelt is reason enough for some not to wear one, or knowing the old timer that smoked three packs a day well into his '90s and dies of old age is proof positive that the Surgeon General is a little too dramatic.
Not singling you out brotherdave, just the commonality of the mentality depicted in your response.

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Post subject: Re: custom care limited lifetime warranty
Posted: Tue Jul 09, 2013 9:10 am
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First off......let me point out that I, and I don't think, brotherdave are trying to bash Fender. I have played Fender basses for years and will continue to do so. I also want to point out that I never started a thread about this issue. I only referred to this problem in a couple of threads because I thought it would help the original OP.
It's great that people share their good experiences, but we can also learn from our bad experiences as well. I post both.....just telling what I've experienced.
For those few of you that have read my post you know I not only bought the FCS Jazz in Dec 2011, but a Squier VM in Dec 2012 and a Am Stnd P-bass in Feb 2013.
So would I do it all over again......HELL NO! Sometimes the outcome when things go wrong are not worth taking the chance no matter how favorable the odds are.
I would purchase an Am Stnd P V from the beginning and be happy from the start. Or maybe I should have hung on to my '92 Jazz Plus. That was a pretty good bass. Sold it when I bought the FCS Jazz. Hind sight is 20/20, but either way I would have been happier than I am now.

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2012 American Standard Precision V - Candy Cola Red
2012 Squier Vintage Modified Jazz V - Surf Green
2011 FCS Custom Classic Special Jazz Bass V - Violin Burst
1996 MIM Stratocaster HSS - Black
1975 Precision Bass - 3 Tone Sunburst


Last edited by grho50 on Mon Jul 22, 2013 4:28 am, edited 1 time in total.

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Post subject: Re: custom care limited lifetime warranty
Posted: Tue Jul 09, 2013 11:30 am
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UPDATE

I stated above that I post the good and the bad......well here's some good! :D

Rob Schwarz-Fender has taken the time to look into my situation and has contacted me with the news that he has set the wheels in motion for Fender Custom Care to repair my Custom Classic Special Jazz Bass V under warranty.

That great news has certainly put the boogie back in my woogie today! :D

So a big THANK YOU to Rob and Fender Custom Care! :D

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2012 American Standard Precision V - Candy Cola Red
2012 Squier Vintage Modified Jazz V - Surf Green
2011 FCS Custom Classic Special Jazz Bass V - Violin Burst
1996 MIM Stratocaster HSS - Black
1975 Precision Bass - 3 Tone Sunburst


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Post subject: Re: custom care limited lifetime warranty
Posted: Tue Jul 09, 2013 11:33 am
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Thank YOU for hanging in there! Glad you posted the bad so we have the chance to make it right.
Cheers,
rob

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Post subject: Re: custom care limited lifetime warranty
Posted: Wed Jul 10, 2013 8:44 am
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JamesVRoy wrote:

...Not singling you out brotherdave, just the commonality of the mentality depicted in your response.


Not singling you out either JamesVRoy, just the commonality of people posting comments on a specific issue about which they actually know very little while assuming everyone else posting is as equally uninformed. I pretty much know everything that transpired in this one particular issue and the outcome totally blew my mind.

This is not a "story" but a real world case. I saw photos of this particular instrument and other documentation that you didn't see. The instrument owner and I corresponded about this issue before and all through the service process. It isn't all we talk about either. For many months we haven't talked about it at all because the owner had given up and let it go. It is in a word best described as freakish.

In their favor FCS did fix the shipping damage and threw in some extra replacement parts all for free and they did not have to do that, so that was kind. But they didn't fix the original issue.

This really was a much different outcome than I was anticipating. I was 100% sure they were going to fix it. I have enough first hand information to know that in this specific case the owner got the short end of a very expensive stick. I do not expect that I would have fared any better because the owner is a "turn the other cheek" sort possessing remarkable grace and restraint while I would have gone full tilt berserko.

This is a case of an experienced owner of Fender basses over several decades who finally buys his dream instrument only to have it start crumbling inside 1 year due no fault of his own and nobody knows why. Maybe it got baked or frozen or both in shipping to the dealer originally, I have no idea what happened to cause it and neither does anyone else.

Whatever the cause, I'm really glad Fender Custom Shop is at last fixing it.

So a tad of my faith may just have been restored in the Custom Shop, but I'm still spooked. I'll still buy Fender's mass production stuff and in fact am looking at two different Fender production models now. I've bought so many new Fender basses since 1968 that I've actually lost track of the exact count but it is certainly over 20. How many times have I gone through the service process? Never. The very few times I've had an issue I just fix or replace it. Unless you are a millionaire, and I'm not, doing that with a CS instrument is out of my reach. I'll go back to the low rent district where I belong and stick to mass production models.


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Post subject: Re: custom care limited lifetime warranty
Posted: Wed Jul 10, 2013 9:34 am
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brotherdave wrote:
JamesVRoy wrote:

...Not singling you out brotherdave, just the commonality of the mentality depicted in your response.


Not singling you out either JamesVRoy, just the commonality of people posting comments on a specific issue about which they actually know very little while assuming everyone else posting is as equally uninformed.


In actuality I was posting a comment in response to a specific statement which reflected the common mentality I referenced.Though it may not accurately reflect yours, the statement was:
Quote:
BUT I'm not buying multi-thousand dollar Custom Shop instruments either. Now I for sure never will.


My apologies for quoting your whole post. Glad to see your faith is restored, even if only a tad.

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