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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Wed Jun 26, 2013 6:53 pm
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That was a stellar interjection into the issue by Rob. I have a bit of a problem believing FMIC wouldn't stand behind their product, and with the companies' reputation at stake as well, to do it right. Bravo Rob.

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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Wed Jun 26, 2013 6:54 pm
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Hey Rob -

As long as you're here, I wanted to bring up two rather serious customer service issues I've had.

1. I have yet to receive my free Fender Forum Special Edition Esquire. Please refer to the 56 page forum guitar thread and my thoughts on the reverse headstock.

2. When I bought my SRV I was fairly certain that all strats were 2 for 1. I have yet to receive the free second strat of my choosing. I'd like the Robert Cray artist model.


Thank you for your attention to these matters.

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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Wed Jun 26, 2013 7:24 pm
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:roll: :roll: :roll: :roll: :roll:

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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Wed Jun 26, 2013 7:29 pm
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chrisconsin wrote:
...and here I thought you hated me!

I freely admit I find some of what you say about religion puzzling, particularly since you say you have a degree in it while at the same time professing to be an athiest (which does not compute for me) and in my mind have a noticable lack of knowledge about it, or at least the Christian Bible anyway. That has no bearing on this issue though and whether a person lacks knowledge or not does not prompt me to love or hate them. I thought your comment on this thread was insightful.

Rob, very happy to see you weighing in on this one. I hope you're able to get to the bottom of it.

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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Wed Jun 26, 2013 7:41 pm
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Many kudos Rob.

Can only say that in MY experience Fender's customer service has been absolutely second to none. On two occasions I have met the local Fender rep and his help and communication have been far above and beyond what should be expected from a company rep.

Glad to see the OP is a happy Fender owner again.

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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Wed Jun 26, 2013 8:33 pm
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Of the 10 Fender guitars I have owned, I only had warranty problems with one and that was over 30 years ago.When I put in my warranty claim Fender went above and beyond what was expected of them to make sure that my problem was dealt with as quickly as possible.Rob has shown that Fender still takes customer satisfaction very seriously and carries on the interest in maintaining above average customer relations.Leo would be very proud of the conscientious people who carry on working in the company he founded.

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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Thu Jun 27, 2013 5:13 pm
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Love fest!! Kind words= much appreciated.
just doing my gig, though.

Undeserved and humbling= Mentioned in the same breath as Freddy T.
Just honored to be able to say that i knew him and got to talk with him a little here and there. Good people.
regards all,
rob

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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Fri Jun 28, 2013 11:01 am
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Here is the link to my pic's of my Fender Strat body that needed warranty repair and the warranty repair body that Fender sent to the repairman doing the work. I accidentally discovered the damage to the body Fender sent five days after returning home from my 250 mile round trip to the repairman in Sacramento, Ca. during the Christmas holiday of 2012. Rob if your listening could you please advise me on how to get my personal information that you requested to you without everyone else seeing it. Thank you, MJM.

[img][IMG]http://i1277.photobucket.com/albums/y499/bungola6544/100_1307_zpscbae08dc.jpg[/img][/img]


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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Fri Jun 28, 2013 11:07 am
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nuttster6544 wrote:
Here is the link to my pic's of my Fender Strat body that needed warranty repair and the warranty repair body that Fender sent to the repairman doing the work. I accidentally discovered the damage to the body Fender sent five days after returning home from my 250 mile round trip to the repairman in Sacramento, Ca. during the Christmas holiday of 2012. Rob if your listening could you please advise me on how to get my personal information that you requested to you without everyone else seeing it. Thank you, MJM.

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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Fri Jun 28, 2013 11:23 am
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Hi nuttster6544,
Sure, just PM me the info and we'll see what we can get going.
Cheers,
rob

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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Fri Jun 28, 2013 11:34 am
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jmallard wrote:
^^^
That's Customer Service !!


+1M !!

I'm in the middle of a warranty issue and Rob, et al have been outstanding in getting a replacement body for my Am. Vtg. FSR Ltd. Ed. '57 Stratocaster!

The 1st replacement body was also defective, so we're waiting on a 2nd.

If I had any issue at all, it would be the timeframes involved.

First reported the issue in Jan., replacement body didn't arrive 'til Apr. (I had been informed of this likelyhood). Still waiting on the 2nd body.

Having said that, I don't expect Fender to have off-the-shelf replacement bodies for an FSR Ltd Ed Stratocaster lying around gathering dust either.

I have a fairly high confidence level that this time will be the charm. If not, I have Austin's assurance that: "We'll keep at it until we get it right..."

That's the essence of Customer Service... Owning the Problem, and Rob & Co. are shining examples of doing just that !

cheers!

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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Fri Jun 28, 2013 11:54 am
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It is absolutely the case that Fender forces one to use one of their "authorized" techs for warranty claims, and these authorized agents are independent contractors, such as a kid at Sam Ashe. And invariably these "techs" are kids, not real techs, who, no doubt, do not care about scratches on one's guitar as much as one does. Even if they are careful, they work in dirty work spaces and cause little scratches on the body, at a minimum. This will be evidenced by the fact that your case or gigbag will be covered in dirt and dust when they give it back to you.

I have never had a professional setup, in 3 years of owning guitars, because I can't find a "professional" to do a setup in my 5-million-population major metro area. The kid at my GC is a roided out kid with an unpleasant attitude. I just told you about the kid at my Sam Ashe. I called a few who were recommended. Either didn't get callbacks or it was obvious they are struggling, working out of their garage. It's a tough economy after all. One had a website and it seemed he had a problem in that a guitar that had been entrusted to him had been stolen from his "shop."

So far I live with the setups I can manage myself. (Oh, I also fixed the static problem that comes with the Pawn Shop Mustang by installing copper tape myself, after the tech claimed not to be able to recreate the problem and that Fender would not allow him to install copper tape for me--but did give me back my truly-previously-truly-mint guitar with dings on it.)


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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Fri Jun 28, 2013 12:14 pm
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Hi Her Wanna,
I get what you're saying and understand your reluctance.
I'm not sure how familiar you are with how we have our Authorized Service Centers set-up, but one suggestion I would have for you is to seek out a Silver or Gold level tech wherever you take your guitar.
The Bronze level is a tech that can do some basic things---setups being one of them, but obviously the level of experience and knowledge goes Bronze-Silver-Gold.
If you are running into situations where the care is lacking----dust, scratches, etc., then we hope you are letting a manager of the store---or independant service center know about it. We'd also appreciate hearing about it as well. Nobody wants to do business with someone that's not going to treat your guitar or amp well, and they should be held responsible and accountable for the quality of the services they provide.
Feel free to call into our Consumer Relations Dept and get a recommendation for a Silver or Gold tech that may be close to you.
All the best,
rob

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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Fri Jun 28, 2013 12:37 pm
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Good job, Rob! :D

Waves!


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Post subject: Re: A Fender Co. I never thought I would see!
Posted: Fri Jun 28, 2013 1:59 pm
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Her Wanna wrote:
It is absolutely the case that Fender forces one to use one of their "authorized" techs for warranty claims, and these authorized agents are independent contractors, such as a kid at Sam Ashe. And invariably these "techs" are kids, not real techs, who, no doubt, do not care about scratches on one's guitar as much as one does. Even if they are careful, they work in dirty work spaces and cause little scratches on the body, at a minimum. This will be evidenced by the fact that your case or gigbag will be covered in dirt and dust when they give it back to you.

I have never had a professional setup, in 3 years of owning guitars, because I can't find a "professional" to do a setup in my 5-million-population major metro area. The kid at my GC is a roided out kid with an unpleasant attitude. I just told you about the kid at my Sam Ashe. I called a few who were recommended. Either didn't get callbacks or it was obvious they are struggling, working out of their garage. It's a tough economy after all. One had a website and it seemed he had a problem in that a guitar that had been entrusted to him had been stolen from his "shop."

So far I live with the setups I can manage myself. (Oh, I also fixed the static problem that comes with the Pawn Shop Mustang by installing copper tape myself, after the tech claimed not to be able to recreate the problem and that Fender would not allow him to install copper tape for me--but did give me back my truly-previously-truly-mint guitar with dings on it.)


This is a fairly immature reply based on the single example you reference.

In my case, the Fender Authorized Repair Center is Chas. A. Hoffman Handmade Guitars... one of the finest Luthiers in the Country... if you sold all your gear, you might approach the cost of one of Charley's guitars.

My tech is Conrad, a Gold level tech. Not only this, but both Charley and his son Gabe have also weighed in on my issue. I am VERY confident in their abilities and desire to repair my guitar properly.

Their shop is bright, open, clean and organized. I am certain my guitar is being properly cared for while in their possession.

I'm sure you could get Fender to authorize your warranty issue to Hoffman's too. Oh... that would mean you'd have to ship your guitar. That doesn't work you say..??

Fender, in trying to make their Authorized Repair Centers more accessible to you, can only work with what's in the area. There may be great Luthiers in your area who don't want to be a Fender Authorized Repair Center, can't blame Fender for that. Also, I know of at least one Authorized Repair Center in my neck of the woods who had their 'franchise' yanked due to inferior work/service, so Fender is doing ongoing due dilligence to see that these centers are up to their standards. Of course, they rely on their customer evaluations of the warranty work to keep them informed on the quality of the center.

Yea, getting inferior work or suffering a long delay is frustrating to us all, but coming on this forum and slamming Fender for one poor job at one service center lacks a ton of credibility.

cheers!

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'14 American Deluxe Ash Stratocaster
'12 Telebration Empress Telecaster
'99 Deluxe Nashville Telecaster
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'10 Heritage H-535
'99 Martin DC-1E
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