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Post subject: Forum Reminder - Customer Service
Posted: Fri Jan 04, 2008 9:22 am
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Fender Staff
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Joined: Thu Sep 06, 2007 11:08 am
Posts: 57
Hey Everyone,
It seems like lately I have been answering a bunch of posts with users experiencing problems that need to be addressed by customer service. Just a reminder that this forums intent is to this is to be an enthusiast forum – and is not a customer service forum. Please use this forum to write product reviews, ask questions about how to use certain features, or give tips/tricks that others might benefit from. If you are experiencing trouble with your G-DEC please contact customer service directly and they will be able to assist you with your problems. Thanks,

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Brian Kennedy
Project Engineer - R&D
Proud to be a Fender band member since 2002


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Post subject:
Posted: Fri Jan 04, 2008 9:25 am
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What phone number and or email address should we use to contact customer service?


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Post subject:
Posted: Fri Jan 04, 2008 9:26 am
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Fender Staff
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You may reach the FMIC Consumer Relations Department by telephone, fax or e-mail at:

Telephone: (480) 596-7195
Fax: (480) 367-5262
E-mail: consumerrelations@fender.com

Thanks again,

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Brian Kennedy
Project Engineer - R&D
Proud to be a Fender band member since 2002


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Post subject: consumer relations
Posted: Wed Feb 06, 2008 8:35 pm
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I took your advice and have not received a response since Sunday. I am anxious to resolve the problem with the updating procedure so I might be able to dig into all the features it offers. Hope to get some advice soon.


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Post subject:
Posted: Tue Feb 26, 2008 7:56 am
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I too have sent a email to customer service and have not received a response. What is the typical time frame for a response?


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Post subject:
Posted: Thu Mar 13, 2008 9:39 pm
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I have to say I am very disappointed in Fenders customer service. I emailed customer service 3 times with the address provided and have never heard back from anyone. I finally called yesterday and spoke with someone. I apparently live in an area where there is no authorized service center, but plenty of authorized retailers. Fender will do nothing to get my amp to a service center. They are happy to fix it if I can get it to one, but I will have to travel over 120 miles one way to get to one. I will then have to leave it and come back to pick it up. Now I do appreciate that the warranty will cover the product repair, I have a big problem with the fact that i will have to travel 500 miles to get it fixed. You have no problem selling your product in San Luis Obispo county, Ca. Why cant you have a authorized repair facility close by? I have 2 Fender amps less than a year old, both having problems.

When I talked to customer service and told him I thought it was fair that they pay for the shipping of the product to be repaired, I was informed that wouldnt happen, that it was my "problem" to get it to a service center. I then responded that maybe I should rethink any future Fender purchases and he told me "that might be a good idea". I think it is a good idea.


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Post subject:
Posted: Tue Mar 18, 2008 2:38 pm
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Professional Musician
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Joined: Sun Sep 09, 2007 1:22 am
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Location: The Netherlands
Send a mail weeks ago and never got a answer.
The shop were i purchased my G-DEC have got the same problem with
the data wheel on their G-DEC.
They asked me to tell them if i got a reply.

Peter


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Post subject:
Posted: Wed Mar 19, 2008 6:39 am
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Fender are you listening to your customers? Is this all falling on deaf ears? Can you please help your customers? Hello? Anyone listening?


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Post subject:
Posted: Thu Mar 27, 2008 8:52 am
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I talked with some guys over in Customer service the other day and they said they are currently backlogged with emails. If you have an urgent issue your best bet is to just give them a call. Sorry for any inconveniences,

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Brian Kennedy
Project Engineer - R&D
Proud to be a Fender band member since 2002


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Post subject: G-DEC Service
Posted: Mon Sep 22, 2008 9:54 am
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Location: Kalamazoo, Michigan
Rather than make a long distance phone call, click on the Service Center Finder from the Support page (top), if you have need of finding the closest Authorized Fender Electronics Service Center.


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Post subject:
Posted: Sat Jan 24, 2009 2:14 pm
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Who can I email regarding implementing changes for improving the next version of the G-Dec Preset Editor? Thanks.


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Post subject:
Posted: Thu Feb 19, 2009 9:16 am
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I must say that I think with almost any company, involving any piece of equipment and warranty repairs you are always restricted to getting that piece to a warrant repair center. Computers, amps, guitars or televisions. I cant think of one piece under the category of electronics where that wasn't the case. I have e-mailed FMIC customer service a couple times, and have had to call a couple times over the years and found them to be amazing compared to alot of companies. That's just my take though. Everyone having problems not getting responses from FMIC I hope that when you do it gets resolved quickly


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Post subject:
Posted: Tue Sep 15, 2009 5:25 pm
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Location: Malibu, California
Well, lots of guitarists use Ernie Ball in S.L.O. Maybe Fender could get them to assist folks with repairs in the Central Coast of California? They are a good company. The factory is small but nice. Folks are relaxed. San Luis Obispo ("Slotown") is a lovely little college town. Otherwise you gotta use UPS to ship to a authorized repair shop. It's the price you pay for living in paradise that is Morro Bay.

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Post subject: The guys here have been much more helpful than Fender IMO!
Posted: Sun Jan 03, 2010 2:47 pm
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Joined: Thu Aug 23, 2007 2:19 pm
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Hi All,

I am new here, just bought a G-Deck 30, and its 2010 now. I have not been able to get anywhere through emailing Fender customer support even rang them Long Distance from New Zealand, got a guy who actually tried to help me but just didn't know the answer, and he even went back to ask "The Guys" but couldn't help me.

I contemplated ringing them about my G-Deck updating issue but from past experience and a hefty long distance call charge, I decided to ask here. Withing a few hours I was given the answer, after spending days trying to search online and at the Fender site, the information there is seriously lacking.

I posted follow-ups to my crying for help threads here just so they might come up in a search for the next poor sod who struggles to get their G-Deck updated so they can use the features promised on the box advertising.

Hey whats up with that? The guy at the shop said you can transfer midi files to the G-Deck as did the box and manual, but the actual G-Deck was incapable of doing any of that until updated. The big problem is you cannot update your G-Deck unless you have a compatible USB Midi Interface. I tried two different interfaces recommended by the music shop with the newest downloaded drivers updates and had no luck. Then the M-Audio Midisport UNO was recommended and it worked like a charm after days of failed attempts and huge frustration!

Anyways thanks for the help guys, and to be honest and with all due respect I think Brian who suggested we use Fender customer support exclusively instead of making queries here is dead wrong. The guys here are the real experts with this product from experience and appear to be happy to assist fellow G-Deck/B-Deck owners with tips, samples, settings, etc.. Even technical tips, I don't see why this should be a problem, provided the user do a thorough site search for the answer first which I did. If you don't want to answer these technical request's just ignore them as you did mine. :wink: Special thanks to the user's who answered my query, I would name you but don't want to get you in trouble for answering me.

This place is a terrific and valuable resource for us G-Deck owners even though the product is old and appears to be dis-continued now. I am happy so-far to have managed to acquire one.

Regards from New Zealand.


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Post subject:
Posted: Sun Jan 03, 2010 4:23 pm
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Location: Malibu, California
Kudos to you for making it work and sticking it out. You won. :D

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