Hi everyone,

I only joined the forum a few weeks ago but now feel compelled to write and see if any other fellow Fender guitar owners have had the same problem I have encountered. I bought a new Fender Deluxe (tri-burst) Stratocaster from DV247 (http://www.dv247.com/) in Romford, UK and I have acted like a new parent since but I have not managed to take the guitar out gigging. However, a couple of weeks ago I was about to change the strings and noticed that the low E tuner peg (the part you pass the string through) was not only lose but also came out of the machine-head slot! As a result I cannot fasten a low e string to my guitar. However, I took the guitar back to the shop from where I purchased it from as I have only had the guitar for approx 7 months and I expected the warranty to kick in and have a replacement part fitted ASAP. At first Fender tried to make out that their machine-heads are indestructible and that they would not replace it and claimed that the repair would be an out of warranty issue.
However, the guitar guys at DV247 backed up my honesty and took some pics of the broken machine-head and sent them to Fender UK stating that the guitar had not received any bangs or whacks (the guitar is in excellent condition) and that the machine-head itself is faulty. As a result, Fender have relented and have now agreed that their once indestructible machine-heads are now destructible (although extremely rare). The problem now is that Fender have told DV247 that a replacement part will not be available in the UK for approx two months!!!!
As you can imagine, I am extremely pi**ed off with Fenders attitude and length of time for supplying spares and wanted to hear if any fellow forum members had been administered the same poor level of customer service or if Fender had managed to resolve their problem quickly.

Cheers
Arthur
P.S. I just miss my guitar!

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Arthur Two Sheds Jackson

Sorry to hear about your situation Arthur. I can't understand why it'll take two months for a replacement to get to the UK. It's not as if it's 1920!! With a bit of luck you'll get a replacement much sooner than you anticipate.

My only dealing with their customer service has been very good. (probably not what you wanted me to say? )

I would be more suspect as to where you bought the guitar, concerning the delay.
I just clicked on your link for a look see and that is a huge retail store, I myself would not consider that type of retail enterprise as a musical instrument store.
Bear in mind that when purchasing from such places, Yes... you often pay less up front for the merchandise, but you pay on the back end of the deal if/when something needs warranty attention.

Good luck, you may just have to go to a music store or online Fender parts and order a new set of tuners if you do not want or cannot wait that long.

That is one of the reason I rarely would buy from a mega store vs a small musical instrument store who specializes in a limited number of brands and usually have access to spare parts quite rapidly.

Good Luck...

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"C'est parti mon Kiki "

I can not offer you much advice on Fender Customer Service but I can tell you that Digital Village (DV247) have an AWFUL reputation.

Aside from all the problems people have had with their guitars I've found them to be rude and unhelpful in store and on the phone.

I called up Romford to ask them a simple question - New Marshall Bluesbreakers were on their website for the same price as a used one. I asked if the used one was going to have its price reduced. The guy was incredibly rude to me on the phone even though I was considering buying a £800 amp.

I've come across many others with complaints about them, some of the complaints going so far as being in the remit of a fraud claim.

Yeah, my own personal experience with Fender customer service made me feel like they look down their nose at their customers. They have Q.C. issues for sure. From what I have been told, they have always had Q.C. issues. They sure make cool guitars though... My advice would be to get some replacement tuning keys off of e-bay or wherever and keep your sanity. If a replacement one ever shows up sell it with the other five on e-bay or wherever to reclaim whatever money you can.

What is this.. Dump and rant about Fender based on Hearsay If you have had a problem with Fender Customer Service then be specific and tell us why you think Fender's Quality Control is not up to your standards. Otherwise please, the gossip column is on another forum.

Fender is a big company and sometimes, like all companies, someone or something slips thru that shouldn't have.
I had an issue with my Custom Shop 56 NOS, ( it was bought preowned ) I posted and asked Mike Eldred about my problem, was advised as to how to go about fixing the problem, furthermore at about the same week I was talking to a Fender rep at one of the shops I frequent. He instantly got on the phone and got to someone who could help me with my question.
Now if that is dismissive and bad customer service, then I'll be more than happy to continue using Fender products.

As far as quality control, I have not seen a bad guitar in the small shops.
In a huge retail chain like G.C. or D.V. 247, that is an entirely different scenario, you really have to be honest with yourself if you buy at a giant retail. You are not going to get bespoke attention, not when the salesperson is motivated by sales numbers which impact his/her commissions. At this kind of retail, it is just a commodity, not a musical instrument.
As they said long ago....." Caveat Emptor "

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"C'est parti mon Kiki "

Oh, one more thing Arthur,
There are a few shills who lurk here and will blast you if you so much as suggest that anything Fender is less than Gods own gift to mankind. They're kind of like tailgaters. The best course of action is to just ignore them.

Sir Arthur of Two Sheds,

I totally agree with you, although the store has done their part and gone above and beyond to prove that the guitar did not sustain any damage- you got to admit that for a tuning machine to do that is extremely rare- so you can understand Fender being on the stance they were..

So kind sir, what does consumer legislation in your country say on the issue? To me, 3 weeks is a maximum wait time for a repair job.. and that's reasonable to both the consumer and the manufacturer. In your case, two months is not reasonable considering you can buy a new set of machines from any fender stockist there and get an approved repair agent to do the honours.

In my country and If I was in your shoes, I have a legal right to get the guitar fixed elsewhere and send the bill to the original retailer. Or my money back. However, Im a reasonable guy

Remember, your guitar indeed has a 'Limited Lifetime Warranty' but you must get it honoured through the retailer you bought it, or a branch.

See how you go.

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Hi Arthur.Twwosheds any obvious Monty Python fan is welcome to the forum as far as I'm concerned.I have only dealt with Fender Customer service in North America and found them to be just great, they rectified my problem quickly and without question sent a replacement neck for one that had warped while still under warranty.I wonder if you contacted Fender's North American Headquarters if they would light a fire under Fender U.K.s butt to speed things up.BTW if you were to build another shed would you have to change your name to Arthur.Threesheds?Were you formerly known as Arthur.Oneshed?Is your surname Jackson?

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'65 Strat,65 Mustang,65 Jaguar,4 more Strats,3 vintage Vox guitars,5 Vox amps,'69 Bassman with a '68 2-15 Bassman cab,36 guitars total-15asst'd amps total,2 vintage '60s Hammond organs & a myriad of effects-with a few rare vintage ones.

Really... ....Interesting response, I do not recall bowing to Fender in my post, rather simply stating that I have had very good customer support.
Yet you are still not answering my question posted earlier... I will refresh..
Your negative viewpoint is based on.. Hearsay... or actual personal experience...
Or are you just visiting from TrollHatten...

Seriously.. What kind of an informative statement is...



Rather contradictory.. Wouldn't you agree...

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"C'est parti mon Kiki "

One more thing Arthur, combative, predatory forum geeks are everywhere around here. They're a lot like road ragers. Don't engage them, no matter what!

The UK's retail/returns laws are different for different items. Consumer act 197Something (can't remember) means that you get about six years returnable time on a laptop. 6 months on a ipod.
That being if the thing breaks in that time, the shop must accept they sold you faulty goods and offer a repair, refund or replacement.

It's worth giving trading standards a call and finding out your exact standing in each case. I couldn't believe it when the fella on the phone told me, if my laptop breaks within six years I can claim my money back from the seller.
I certainly used it against Tesco's and got my daughter a new laptop. Once the shop know you're armed they soon start to comply.
I once had a dodgey used car salesman turn his trousers brown. When I told him I'd been to Citizens Advice. Got my nearly new Rover 214 repaired free though.
Shops will constantly have your pants down whilst you don't know where you really stand.
I wouldn't put it past DV24 to be coming the eejit and trying to shift blame. Or did you deal directly with Fender UK?

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No no and no

Where's Marty Feldman when you need him...

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"C'est parti mon Kiki "

Naughtius Maximus You're being ridiculous

Anyways sorry about the break bud... Keep us posted on when you get your guitar back, and welcome to the forum best of luck

If it makes the pain a little better too, I been waiting three months for an amp (not a fender, but ampeg) to get repaired, so I know how it feels to be missing your stuff... its jerks the heart-strings...

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Kid: "Hey Smokey! Where did you get your name?"
Smokey the Bear: "Well..."
(former user jimbo612)

Just a quick up-date. The guitar shop I got my guitar from (DV247) only have brushed steel and not chrome in stock (chrome tuners on my guitar). I am still waiting and it has been nearly 4 weeks since I took my guitar back. I have emailed both Fender UK and Fender US and have had mixed results. Fender UK have completely ignored my email from three two weeks ago (like the rest of the country - not working!) but Ed Treat from Fender US couldn't have been more helpful and has placed three tuners in the post. I have no idea as to how long they will take to arrive from the States. I will keep the forum up-dated if anything changes.

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Arthur Two Sheds Jackson