Best Customer Support in the Industry

[JAMz]

As some of you might know, on December 2013 I got my brand new JPX in beautiful Cardinal Red Sparkle. Since I got the guitar, it has been my go-to guitar. A truly stunning instrument. Around June 2014 I noticed something was quite not right with the guitar (I will reserve for me the actual issue). The issue at was something quite simple to repair but it needed a lot of detail in order to make it right. So it had to be done at the factory. So I arranged an RMA with AJ and I sent the guitar. A few weeks later I got my guitar back in just like new condition. These guys did an outstanding job.

In addition to that AJ felt that a minor detail (hardware related) wasn’t up to EBMM standards. He called me up an explained the situation and told me he was going to make it right once he got his hand on some new hardware. I thought “Man that’s great!” Today I get and envelope from AJ with the promised parts. Wow! That is simply just amazing customer support! Kudos to AJ and to the rest of the team at EBMM. I’m a happy camper!

 

[PBGas]

Always like hearing good news stories like this! Very cool!

 

[Eric O'Reilly]

They really are the best.

 

[Tollywood]

A very happy ending, as usual for ebmm customer service.
Dealing with them feels very personal. I feel like they treat all of us like we are endorsed artists.

 

[Jamie M]

A very happy ending, as usual for ebmm customer service.
Dealing with them feels very personal. I feel like they treat all of us like we are endorsed artists.

Agreed and it is a very rare thing these days, EBMM are the best

 

[EBMMjpXI7]

EBMM makes the best guitars for sure, but I don't appreciate owning their newest, best guitar and another JP (IMO the best guitars I own ,played, or tried) that I can't get my imported anniversary gift (Swedish pickup , lundgren ) installed, or rather, they chose to not help even though I was offering to fully pay for service.

I thought it was odd that I was denied service considering my recent purchases and their high cost and complex wiring can't be touched by just anyone, I don't think I'm out of line in saying EBMM being the highest quality and most intricate detail guitars SHOULDNT be fumbled with by anyone but EBMM and their long time authorized EBMM service tech

These are my favorite guitars, though I want my pickups, at least this one pickup in the bridge of my XI since it's an (expensive) and thoughtful gift that I wanted for over a year, and I had to risk taking it to three techs (in NYC too , meaning even poor work costs a lot, GC wanted $200!) , where all were intimidated by piezo and the lundgren European coding, I mean literally 2 hesitated and 1 declined, the two that hesitated said it may take a week and over $150 to Install...

The pickup was just over $200 so it was disappointing to know she went out of her way to get it in time so I could install by Labor Day, n she had to pay so much and I'm worried about wiring now, but a risk I was forced to make cuz EBMM didn't think my preference or choice to do what I like with my EBMM guitars I spent 3000$ + when I was willing to pay EBMM so I felt safe bout wiring and getting it done right

Worst part is, the guy don't be done till Friday now cuz of Labor Day vacation so

EBMM guitars are #1 , I'll put all my others ($2500-$25000 customs and rare productions) against em n I'd pick my maj n XI every time

However, the service was rude and unkind to deny me service for a bridge pickup and making what should have been a great gift a disappointing and needlessly painful experience

 

[Kenji20022]

^ Dude I honestly don't get half of your posts. It's like you're completely on both ends of the spectrum and you're humble bragging about throwing down so much cash towards the company. There's people here and elsewhere that have invested far more money into this company so I really think you should stop mentioning everytime you post that you've spent thousands and feel like that validates your every want and need. They weren't being rude, they're busy handling customer issues, and building guitars for everyone else. They're not a repair shop, and even though they offer that they only bring the guitar in question back to it's original spec.

So I don't see why you think it's rude for them to decline a request for something they literally NEVER do. Do you think the gentlemen that declined/hesitated to install the pickups are rude and unkind as well?

First world problems man, you seem to bicker about any little thing and sit on it for awhile. Your posts are always riddled with little jabs at them in the midst of praise as if by saying "EBMM makes the best guitars, but I think their service is rude and unkind" (To make the statement short, I'm not directly quoting you.) somehow validates your negative comment. It's not even positive/negative feedback, you're just complaining about a problem and situation you're pushing them to agree on, and because they won't do something YOU want them to do you feel the need to say what you have.

Go pick up a soldering kit and do the install yourself, it's not that hard. I installed 2 sets of new pickups in 2 of my JPs over the last week and it took less than 10 minutes to do so. The Majesty Wiring isn't even daunting when you properly look at it, the pickups are wired into specific spots, put the Lundgren wires into those spots keeping the color coding in mind and you're done.

 

[beej]

However, the service was rude and unkind to deny me service for a bridge pickup and making what should have been a great gift a disappointing and needlessly painful experience

You're totally out of line here and I seriously doubt anyone was "rude" to you. What is out of line is calling them out because you didn't get what you wanted. (And I also don't see how the cost of the guitar or pickups is at all relevant.)

MM is not a custom shop. And really, pickup swaps are not rocket science for anyone with a little technical experience. Learn how to do it yourself or take it to a good tech.

Way to kill a perfectly good thread.