Big Poppa
Well-known member
To keep this from being taken personally I will not address Broken Wings directly other that to tell what I can tell at 8:44 am PST
1. We have a customer compalining that he is out of work due to a neck plate breaking. Said customer in first post brags about having several MM's. First contradiction.
2. I have never seen a neck plate break.
3. if it did "break" Brass? :Then we would require the plate as the serial number is on it.
4. The approved way of contacting customer service in a foriegn country is to contact our distributor first. It is actaully not nice to circumvent them and make my staff handle micro details which the forum consistantly does.
5. We have looked the serial number of this guitar and it was sold to our japanese distributor over 5 years ago and is not under warranty. This is why no support from the French distributor. WE constantly advise that when you buy from another country it is buyer beware you are on your own . There is no warranty from our distributor or from EBMM. This customers recourse is with the dealer only.
6. I have copies of emails that this customer is now sending our domestic customer service. I do not know if they emails are complete and Kevin is in China but Kevin did promise to send a neck plate when he got a credit card number I dont know if he ever got the cc number.
Bottom line is that Kevin may have dropped the ball, we dont know until he returns from Music China. Even if he didnt Kevin in trying to make this man happy actually broke policy. Kevin gets to defend himself as he really cares about the company and our customers Keep in mind that this person never told you guys that the guitar was five years old. THere is no support available other than the dealer that the customer purchased it from available on any grey market inst . Especially 5 year old ones.
we can offer him a sub plate but I want to talk to kevin before going any further. Also
I will ask that said customer refrain from posting or contacting eb until Kevin returns.
1. We have a customer compalining that he is out of work due to a neck plate breaking. Said customer in first post brags about having several MM's. First contradiction.
2. I have never seen a neck plate break.
3. if it did "break" Brass? :Then we would require the plate as the serial number is on it.
4. The approved way of contacting customer service in a foriegn country is to contact our distributor first. It is actaully not nice to circumvent them and make my staff handle micro details which the forum consistantly does.
5. We have looked the serial number of this guitar and it was sold to our japanese distributor over 5 years ago and is not under warranty. This is why no support from the French distributor. WE constantly advise that when you buy from another country it is buyer beware you are on your own . There is no warranty from our distributor or from EBMM. This customers recourse is with the dealer only.
6. I have copies of emails that this customer is now sending our domestic customer service. I do not know if they emails are complete and Kevin is in China but Kevin did promise to send a neck plate when he got a credit card number I dont know if he ever got the cc number.
Bottom line is that Kevin may have dropped the ball, we dont know until he returns from Music China. Even if he didnt Kevin in trying to make this man happy actually broke policy. Kevin gets to defend himself as he really cares about the company and our customers Keep in mind that this person never told you guys that the guitar was five years old. THere is no support available other than the dealer that the customer purchased it from available on any grey market inst . Especially 5 year old ones.
we can offer him a sub plate but I want to talk to kevin before going any further. Also
I will ask that said customer refrain from posting or contacting eb until Kevin returns.
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