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Post subject: How much does FENDER care about its customers? Not much!
Posted: Mon Feb 12, 2018 1:52 pm
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Here's the terrible customer support service I've experienced after buying my first ever strat brand new.

In short : After almost two years of wait, Fender finally cannot replace a defect neck from my newly purchased American Standard Blackout Limited Stratocaster (from 2015) eventhough it was still under warranty when returned AND I'm not even told why!!!


Hello,

I've just joined the forum to share my terrible experience as a Fender customer and the huge disapointement and disbelief this long situation has created for me.
I hope I'm posting in the right area of the forum so that it won't bother any admin and it will hopefully be read by Fender officials in the USA because I suspect they're not aware of my situation and I would like any input from them. Apologies if this is not the right space for this.

I live in Belgium, Europe. I'm a beginner/intermediate guitar player in his mid 40's who started playing a few years ago. I started playing on an electric Fender that I bought second hand.
A fews years later (in july 2015 to be precise), I bought one of those gorgeous limited FSR American Standard Blackout Stratocaster (my first ever guitar purchased NEW!!) after falling in love with it in a local shop. It is sporting an all black "sparkling metallic" kind of paint and has a beautiful ebony fingerboard.
Since the one in my local shop was sold before I got the money to actually buy it, I tracked down what seemed to be the last one left for the belgian market in another music shop located 40 miles from where I live. I Tried it there though I was still quite a beginner at the time. Loved it, especially the looks I must admit, so quite naturally I finally bought it.

Once home, I played it more of course and noticed some frett buzz with the low E and/or the A string (not so sure anymore actually). Didn't think too much of it at the time, considering that a set-up would probably solve the problem. For the next few months I've played it on a weekly basis and started to notice that the frett buzz was actually quite noisy and annoying.
It was noisy enough as to getting amplified, so not really normal nor acceptable.

In the summer of 2016 I brought it back to the shop where I bought it (official Fender dealer store in Mons) for a set-up, a free service provided by the shop for any new guitar bought, within the year after purchase. The guitar tech there tried to get rid of the frett buzz but couldn't succeed, thinking there might be an issue with the neck. Since it was under warranty, I was proposed to have it sent back to Fender Europe (Germany or UK, I don't remember really) so they could check it out and fix the issue. I was told the fix would take something between 6 weeks to 6 months. I agreed because I really liked the model. Six or more likely eight months later, the guitar finally came back to the shop. I drove back there
to have the amazingly unpleasant surprise to find it sporting a rosewood fretboard instead of the initial ebony one (that actually gave it most of its mojo in my opinion!).
I couldn't believe my eyes! Saying that I was strongly disappointed is an understatement :-) .

A very embarrassed store manager apologized to me and offered me two options; refunding me for the guitar right away or fixing this issue efficiently once and for all.
As I already stated, I really loved that model and I had two other "cheaper" guitars I could keep practicing with... So, I rejected the refund and asked for Fender to make this whole story end in the best way possible by fixing this whole mess once and for all. Since I was informed that the belgian Fender representative would come himself to swap the necks, I thought I'd leave the guitar at the store. Thinking it would be more practicle for him than coming over to my home (longer distance).
I was given a two to three weeks time window for the neck replacement to be done. Months passed by again and nothing happened, no communication whatsoever from either Fender or the store where I bought it from. I called the store something like six or eight times during that waiting period and was always told they had no news, they were going to get information and call me back etc... But most of the time nothing happened.

End of january, I sent one more email to that Fender belgian representative, a certain E. F. (to not state his full name here). He actually answered this time and apologized stating that this ongoing issue with my guitar had totally "slipped from his mind" (!!!!!). I was fuming when reading this.
Then, the store owner (David) called me a couple weeks later (once he was back from NAMM) to tell me that after discussing with some Fender officials (that belgian representative or somebody else, I don't even know), Fender can only offer me two options; either fully refunding me for my purchase or "upgrade" my order and let me pick a model within the new American Professional serie for no extra charge. That's it... No question of neck swap anymore and back to square one if I do choose to go for the refund... Almost two years later from the first refunding offer!

I'm so upset and disappointed by this whole situation that I most probably won't go for another Fender model. Obviously, as a customer, I totally feel like I've been let down big time.
Like nobody cared really.

What is sort of unacceptable is that; I bought a new guitar with an ebony neck from Fender, I own it but then it was sent back to Fender to fix a defect neck issue (that escaped the quality checks also!) and bottom line, I'm getting back a guitar with a rosewood neck and being told...well, sorry...get a refund or pick another guitar!!

SO when you think about it, that means that Fender, one of the biggest and most respected guitar brand, worldwide famous and worshiped, who make thousands of guitars every day, can NOT replace one of its own guitar neck, with very common specs (like all american standard strats except for the ebony fretboard).
I know ebony fretboards are not frequent on Fender guitars but they do have a few current models with one. Plus, I guess it's an option for the custom shop orders.
How am i supposed to understand that they can't provide me with a new identical neck? Haven't I been patient and curtuous enough?
If Fender cannot manufacture a comon Fender guitar neck for replacement, then who can??? Should I try to find another company that could make one for me and pay for it?
I can't believe nor understand this attitude.

What do you guys think of that?

I'm sorry for the long post, just had to vent my frustration and share my terrible experience to people.

Best wishes,

Pk


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Fender Play Winter Sale 2020
Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Thu Apr 19, 2018 7:46 am
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All Parts is a licensed fender manufacturer. They make fender replacement necks. Not sure if they make a neck with an ebony fret board or not but you can try them. https://www.allparts.com Also Crimson guitars makes custom guitars maybe they can be of assistance and are located in the UK. https://crimsonguitars.com


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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Wed May 09, 2018 9:00 am
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Too bad things didn't work themselves out fine for you, man... My own experiences with Fender's Customer Services were always good.

Anyway, that's why I never buy limited editions or any other rare guitars. Standards are easier to fix and swap if needed.


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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Wed May 09, 2018 10:39 am
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While I can understand your frustration I can also see the issue from Fender's point of view. They don't make ebony board necks as a matter of course. Part of the delay may well have been down to them trying to track one down that hadn't been sold.

They certainly aren't going to interrupt their whole production process purely to produce one neck specifically for you.

Obviously the neck had twisted and was unusable/unsalvagable. They have offered you your money back or another guitar of equal/higher value. I can't really see that they can reasonably do any more. I can appreciate your disappointment but we are talking about guitars made out of wood. No piece of wood is the same and sometimes it just doesn't want to work for you.

As has already been noted this is part of the risk of buying a special in the first place.

With regard to buying a replacement neck...don't do it. If going that route get your money back on this guitar and build one using parts. The guitar currently has value, or at least the value Fender will give you. If you muck about with it you will loose that, spend more on a new neck and still not have the same guitar. Fender aren't going to pay for a third party replacement neck or having the nut cut and set up as they have no control over the process.

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After all this time I should be better.


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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Wed May 09, 2018 10:46 am
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Let me get this straight.
You played a guitar for a year, brought it into the shop for setup.

They couldn't fix it, have a repair ETA you accepted.
When it returned it was wrong

The dealer offered you a refund which you refused and demanded repair.

It got lost changing countries for repair .

Then again you were offered a full refund or an upgraded guitar st no extra cost.

Aside from the 2nd repair time "lost in transit".

I think you were given more than fair options

Be happy they offered you 2 refunds or an upgrade

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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Thu May 10, 2018 1:38 am
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I'm very sorry for you but Fender can't built one neck just for you.

I'll take a refund or a upgrade.


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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Thu May 10, 2018 10:06 am
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There's also the Warmoth route if you're looking for a replacement.


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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Thu May 10, 2018 10:08 am
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54Birch wrote:
All Parts is a licensed fender manufacturer. They make fender replacement necks. Not sure if they make a neck with an ebony fret board or not but you can try them. https://www.allparts.com Also Crimson guitars makes custom guitars maybe they can be of assistance and are located in the UK. https://crimsonguitars.com


Warmoth also makes replacement parts.


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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Thu May 10, 2018 10:25 am
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With ebony finger board ?


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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Thu May 10, 2018 7:29 pm
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Yes, with ebony.
It's not cheap to have them build a neck for you but they'll do almost anything you want.
No Fender logo, though.

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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Thu May 10, 2018 8:14 pm
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Wow... The Allparts ebony neck is under $300.
Still needs a nut, and it sounds like there may be some import duties or VAT involved, but ya, it's an option.
12" radius.

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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Thu May 10, 2018 9:19 pm
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Musikraft will do the same.
Personally I have had good dealings with fender consumer relations but there is probably a cost price point where they go nah.
Getting back to the original post perhaps the lesson is take the refund think about it and either look for another or a different brand. :D


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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Fri May 11, 2018 4:39 am
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Warmoth makes ebony-capped maple necks with compound radius and dozens of neck shapes to choose from.

As for the Fender logo you can find one and stick it on the headstock.

One advantage with blank headstocks is the possibility to personalize the decal to your taste.


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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Fri May 11, 2018 4:43 am
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chromeface wrote:
Warmoth makes ebony-capped maple necks with compound radius and dozens of neck shapes to choose from.

As for the Fender logo you can find one and stick it on the headstock.

One advantage with blank headstocks is the possibility to personalize the decal to your taste.


Why pay for a after market neck as he can have free guitar ? :?


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Post subject: Re: How much does FENDER care about its customers? Not much!
Posted: Fri May 11, 2018 6:13 am
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Guys don't bother posting on this thread. Was first posted 3 months ago, and not one follow up reply from the poster. Basically.. He aint comin back...

if I had dime for every thread like this..


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