Very disappointing "N"GD

[Systems]

Tried to work it out with Guitar Center and they assured me they'd get it taken care of and do 'whatever it takes to make me happy' but that seems to be all lip service at this point so I'm awaring MM of the situation.


I completely bought this on a whim. I already had a MINT JP12-7 that I LOVED, but was shocked that I found one in BaliBurst as I assumed those were pretty much all already gone. Here on the Music Man forum someone led me to the Guitar Center in Sugarland, TX. Called them up, confirmed everything, boom- it's mine.
I'm very picky so I asked "is this a floor model that's been sitting there awhile, played to death with all sorts of smudges/knicks/scrapes/etc.?" They assured me "No- in fact we had it in the box for a long time and then just took it out last week again so it's been on 'the floor'/case for less than a week now." I said OK- but just so you know if there are any dents, scrapes, anything wrong with it I am going to send it back. Assured me up and down there was nothing wrong with it.
Secondly I said- Now I saw a picture of this exact one on the forum and it looks more like a flame, but it's suppose to be a QUILT finish- is it the picture? Was that the wrong guitar? She told me yes- this is DEFINITELY a quilt and you can see it. I said OK, because on the original BFR's Quilts were like $200+ more than the flames so I didn't want to be paying the same amount for a flame. I didn't worry too much because I figured these were special one-offs just for GC from Music Man so they were all quilts anyway- I didn't even know there was a flame/quilt option.
Guitar Center was running a promotion at the time (still is I think) where you randomly get 10-20% off your purchase. So I thought sweet, I'll get a decent deal- NOPE. Apparently they had this marked as some kind of clearance special so no dice on that. When she told me the price I said that was MORE than what the price was back in April when someone posted the price on the forum. She said yeah...the price went back up at some point after that...and then now down again. So they gave me free shipping and rounded the final price down a few bucks. But then they also charged me $85 for the case and the tax. Basically I didn't get any kind of deal- it ended up being more than I had anticipated even with the 'discounts' they were giving me. On to the pictures, then I'll tell you where we're at regarding this guitar.....


Very first thing I noticed out of the box- Ding on the headstock. SWEET. I only looked over this guitar for two minutes and found all of this.



Flip it over to the back- BOOM- chunk of paint missing all the way down to the wood- matches the front almost perfectly:



I don't know what kind of scrapes/scratches these are on the fretboard- but I couldn't get them off; they're slightly better now:




And here's the "Quilt" finish:







There are pick scratches all over the front and back galore too.

The strings were DISGUSTING. They didn't even take the time to restring or clean the guitar...even after they told me they did. They didn't even put any kind of packaging/plastic over the guitar in the case. Just threw it in there and left it to chance. Also didn't include my purchase receipt in the case or box. After speaking with them for a second day in a row they said they would e-mail it to me....so far have still received nothing. I was also promised that the manager was going to be calling me today early in the morning after he spoke with Music Man because they guess they had it incorrectly labeled. That never happened either. So now they're swearing up and down it was in perfect condition when it left. They were going to try to offer me "a few bills of in store credit" to which I declined because what am I going to do with in store credit? I work at a music store and don't need hundreds of dollars worth of strings, straps, and misc. crap. I said I'd take either a partial refund because I feel like I was taken, or a GC gift card (something tangible I could sell unlike in store credit), or just a full refund and I'd send the guitar back.
They all make an honest effort to be 'helpful' but so far have done nothing.

The asst. Manager I spoke with today said he WAS aware of all the scratches and that the girl should have told me about them. Couldn't believe it. They wanted me to make an offer of what I thought was fair, which really was nothing more than the 20% off I thought I was going to get in the first place...but all they 'were able to offer' was basically the difference in price between the flame and quilt. So I said alright, go ahead and send me the return shipping label, I'll just do the full refund. I told them Musicians Friend and now GC are both apparently going to be offering Quilted Bali Burst JP12-7's as of December and I'd be MORE than happy to pay the extra $100 to get a new guitar in perfect condition like I thought I was buying this time. I was trying to work with them and I understand they are going to have a hard time selling this guitar and they're going to have to reduce the price more than what they're offering me and they're going to have to sit on it for awhile- so I offered to just cut the middle man out, but so far they're just claiming they can't do anything more than the difference between the flame/quilt. Still no receipt in my e-mail. Going to try to talk to the manager tomorrow. I'd be willing to keep it if they worked with me, but literally EVERYONE has told me to send it back. More than anything I'm just upset I was lied to.

Music Man JP12 7-String Quilt Maple Top Electric Guitar | Musician's Friend

Music Man JP12 7-String Quilt Maple Top Electric Guitar | GuitarCenter


The asst. mgr at GC said those are incorrectly labeled and they will actually be Flame finishes- not quilted. I don't know how he knows that- but if AJ or someone at Music Man could confirm this I would really appreciate it.

 

[Texaco]

That's a real shame they even consider lying to a customer like that !! I mean, lying on such an obvious missing chunk of paint is so damn stupid...

 

[Spudmurphy]

I sympathise with you, and I hope people don't come wading in flaming GC availing their own horror stories.(Let's keep the thread in context with the orininal post).

I'm sure that an executive of GC is on this forum and maybe someone can point you in his direction?

It's a hell of a step to buy a guitar unseen, and it kind of makes you lose faith with a retailer in this situation.

I've had (non guitar related) issues with a major retailer in the UK, and I stood my ground.
I put everything in writing and worked with them by providing various options that would resolve the issue - one of which was agreed upon.

i'm sure that they have more "wiggle room" on this and should resolve the situation.

Good luck and let us know how you get on

 

[lessthanone]

Don't send it back to that store and have to wait for a refund. Just return it at your local gc

 

[Razzle]

I've had both with GC. I've gotten some great deals, and I've gotten some crap that was dumped on GC that they just turn around and dump on their customers. Good and bad, but what makes the transaction is the store and the salesman, if the guitar is represented accurately everybody's on the same page. The great thing is on the bad ones, I just take it to my local GC and they have to take it back. I've taken back many things to them, it's not their fault, it's GC's policy.

Sorry to hear it, but yours is one of the bad ones. Simple, take it back. Oh yea, they will try to refund you without shipping, I've told GC before that the sale was misrepresented so they have to refund the shipping too -- and they do.

 

[guitarp77]

That sucks!

Hope you can solve the situation and get what you paid for...I hate it when you are expecting something and get dissapointed so awfuly...

 

[kestrou]

I sympathise with you, and I hope people don't come wading in flaming GC availing their own horror stories.(Let's keep the thread in context with the orininal post).

Yes, I'm tempted - oh so tempted!

Good luck and let us know how you get on

But I'll just echo this line and which you the best.

Kevin

 

[Big Poppa]

You are unhappy....I understand...Take advantage of Guitar Centers return policy and resume your hunt....ask them to find you what you want in their system,

 

[PY38]

If you go to the GC Platinum site you can check to see if they have it at another store....I live on that site...soooo much EBMM Candy...

I just checked and there is a healthy stock of Bali Bursts in JP's........

 

[Metropolis777]

I am really sorry about that. I did not notice the nicks on the headstock at all when I played it before I told you about it. I am very disappointed in them for all of this and will definitely be taking my business elsewhere from now on. The attitude you're receiving from them is unacceptable. The extra costs they tacked on are BS. Definitely send it back or return it to a local GC. This is complete crap.

Again, I am really sorry that I caused you these problems by recommending it to you.

 

[Systems]

You are unhappy....I understand...Take advantage of Guitar Centers return policy and resume your hunt....ask them to find you what you want in their system,

If you go to the GC Platinum site you can check to see if they have it at another store....I live on that site...soooo much EBMM Candy...

I just checked and there is a healthy stock of Bali Bursts in JP's........

The first thing they did was check all GC's for another Baliburst- this was THE last 7 string BaliBurst anywhere (at least from what I could find and what they told me after they checked). The Platinum room has plenty- but they are all 6's. I need a 7 string.

I am really sorry about that. I did not notice the nicks on the headstock at all when I played it before I told you about it. I am very disappointed in them for all of this and will definitely be taking my business elsewhere from now on. The attitude you're receiving from them is unacceptable. The extra costs they tacked on are BS. Definitely send it back or return it to a local GC. This is complete crap.

Again, I am really sorry that I caused you these problems by recommending it to you.

Don't feel bad at all- it's not your fault. You actually helped me find what I was looking for and I still really appreciate that. It's possible the nick and ding on the headstock happened during shipping- but again that could've probably easily been avoided with something like a small amount of bubble-wrap.

I'll let everyone know the end result. Should have it figured out after today.

 

[Metropolis777]

Don't feel bad at all- it's not your fault. You actually helped me find what I was looking for and I still really appreciate that. It's possible the nick and ding on the headstock happened during shipping- but again that could've probably easily been avoided with something like a small amount of bubble-wrap.

I'll let everyone know the end result. Should have it figured out after today.

Please let us know. That location's business from me now depends on this.

 

[Eric O'Reilly]

Wow! What a raw deal.

 

[yan12]

Sorry to see that and hear about it. Take advantage of the return policy. GC can make this right and they should. I think overall they are fine to deal with especially when it comes to pricing and returns. I have had your experience there once on an axis but they did make it right. That said, the level of professionalism does vary from store to store and is why 99.9% of the time I just deal with Jason at Drum City for any guitar over $1k. Not only are they tough on price, you get a free inspection and setup as well as strings of your choice included in the price. When I bought my last PDN-7 there I got a set of colbalts and a killer music-man shirt as well. Damn fine store and they are very proud to sell the EBMM line of guitars. If I was a lefty I would shop there all the time. Incredible selection of lefties. Let us know how it works out with GC, I am sure they will stand by their policy for you.

 

[mystixboi1]

Sorry to hear about your troubles, but you should return it. You were screwed over so many times in this purchase.

Just get your money back. I wouldn't care if it was the last guitar if a particular run, all of those imperfections would kill me!!! Also, you'd have a harder time selling it in the future. I wouldn't buy a guitar with any of those imperfections. The way I see it, you've already lost money on this and only a return would get it back

Good luck

 

[TNT]

Not too sure if I should pop in here. All I can say is things like this happen, as dissapointing as it may be, and there are always two sides to every story (not that I am defending GC!)

If you exercise patience and push the "right" buttons, most all situations can be remedied to the satisfaction of all parties. GC isn't always the bad guy, in fact in many situations that go unnoticed, they had tremendous in customer service.

Hope it works out.

 

[straycat113]

There is nothing to even discuss about here and I really hand it to you for for being pretty mellow after going through this nightmare. There was nothing to even try to workout after looking at those pics as this is a 3K guitar and the only solution was a new guitar or full refund. There is something like 250 Guitar Centers in the US and with that many stores across the country and like anything else you have stores that are run correctly and those that are horrible=that one is horrible. Just the fact you were lied to 3 or 4 times says it all. I know everyone thinks that 30 day return policy is great, but it is really too long of a period to be able to make a return. I couldn't even give a close number to how many internet stories I have read posted of guys swapping out whole pickguards and other hardware off of high end guitars and then returning them with the clerk being clueless. Also a guitar can be played pretty heavily for 20+ days, returned, and then put back up as new again- I don't consider that new. I think a 10 day or a week return would be better off for everyone! I really hope you find your 7 string JP Bali Burst as I can imagine just how bummed out you must feel.

 

[Jack FFR1846]

Return it locally. I bought an Al HH that was owned by one of the battle of the bands guys. It came shipped in from one state over and looked like someone used it as a sledge hammer to me. Really beat up. It played great but for the money I paid, I could not accept the bashes it had. I brought it in to my local GC and they agreed that the thing was really beat up. They had to do some work with the original selling store and it took maybe 45 minutes, but I never have a problem hanging around and checking out what else is around. They decided that the guitar was not described to me correctly and that it was not me just being picky. They refunded 100% of what I paid, including shipping. As it turned out, I bought a guitar off their used rack that I had been playing around with and its become one of my favorite guitars.

 

[Systems]

Just a quick update. GC made a slightly better offer and I'm kind of mulling it over. It's not as much as I would have liked to have had to make me happy about the whole thing, but AJ confirmed there would be no more BaliBursts made anytime soon and have no plans to do that run that was being posted on the MF &GC websites.
The part I struggle with the most is that if I did return it I would have to turn around and buy a brand new JP12 which is about $400 more than what I just sold mine for last week. So literally I'd be paying $400 to have gone without a guitar for two weeks and ultimately end up with the same thing...but $500 less in my pocket. $400 essentially for nothing. That's why I'm on the fence about everything.

 

[mystixboi1]

I would return the guitar and ask GC to give you a discount on the new JP