How good are EBMM at sorting out problems?

[eliot323]

I recently bought a brand new EBMM Axis SS with piezo but I've noticed a few problems - I've already posted a thread about a poor output jack contact. I also started to notice my fingers kept slipping off the high E string and on further investigation, the neck is misaligned (which I didn't think happened that often on EBMM guitars).

I then noticed that there is a crack in the neck plate (where the neck bolts attach) going through one of the screw holes! It also appears that there is about a 1mm gap between the neck and the body - I can slide two or three sheets of paper into the neck recess without any difficulty. Looking at my other Axis SS there is no gap at all and I can't get even one sheet of paper in there.

It doesn't sound good for a new guitar that I've only had for three weeks (and which I haven't dropped or abused). Do you think I will be able to get these problems sorted out under warranty? Or should I go back to the retailer? Advice (and moral support) please!

eliot323

 

[Mick]

Sounds like your guitar has fallen on one side, maybe from the guitar stand. This would explain all the probs you described... Did you see that before you bought it???

 

[Warg Master]

If you bought it new. Contact Jongitars on this board... you'll prolly end up sending it back to him for warrenty work. They can fix everything with the neck and the electronics and maybe even give it a good setup. EB/MM has the BEST customer service and warrenties I have EVER seen in a company that handles most of it's warrenty stuff over the internet or from across the country, music or otherwise.

 

[eliot323]

Mick - Sadly I didn't notice the plate problem and the neck misalignment only became apparent after a few hours playing and measuring; same with the output jack - everything seemed fine in the shop but it wasn't the best lit place.

Wargmaster - It's good to hear about the good service. Unfortunately I forgot to mention I'm in the UK but the technical guys at the distributor have been very sympathetic so far.

I really want to get it sorted, as it is such a lovely guitar.

 

[jongitarz]

I am assuming you are dealing with Strings and Things...They are great at helping our customers out.

 

[eliot323]

Hi Jon - yes, I am dealing with Strings and Things. Kevin Gogan said he was going to email EBMM about the problems to see whether they could be sorted out under warranty. Sadly (for me) he's going away on holiday for three weeks, so I'm going to have to wait very patiently! But as long as I get my guitar back in top condition, I'll be very happy.

eliot323

 

[nobozos]

I wouldn't bother taking it into the shop and paying someone to fix this for you. What has happened is that your neck has shifted slightly down, and it is easily fixed.

Just loosen your neck screws about a half a turn, then push the neck back up into the correct position and re-tighten the neck screws.

I have noticed that the Wolfgangs and the Axis both have a tendency to do this, although not so much on the Axis. I don't know if it is the neck pocket configuration, or the unfinished neck expanding and contracting, but the neck screws tend to work themselves loose over time.

When you change your strings, give the neck screws a quick check with a screwdriver to make sure that they're tight(do not overtighten).

As far as the cracked neck plate, you can probably get EBMM to send you a new one without too much trouble.

Usually all you have to do to correct a loose jack is remove the two screws from the jack mounting plate, pull out the jack, and bend the contact in a little. It's the little arm sticking up the farthest.

 

[OrangeChannel]

Jon Smith be the man who can make your troubles disappear. Hey...hows that car bud?

 

[koogie2k]

Jon rules! EBMM Customer Service Rules! You will not find a better place that cares about us.......let's not get me started on Customer Service...

I hope all works out for ya.....Jon will bend over backwards for you and there are many people here who will attest to that...

 

[kbaim]

Jon rules! EBMM Customer Service Rules! You will not find a better place that cares about us.......let's not get me started on Customer Service...

I hope all works out for ya.....Jon will bend over backwards for you and there are many people here who will attest to that...

In fact, I think there are a few pictures floating around the internet of Jon bending over backwards.

 

[koogie2k]

Might as well be called Gumby...hehehehe

 

[OrangeChannel]

Gumby Guitarrez.

 

[eliot323]

Thanks for all the comments and helpful advice - it's good to hear about good service for a change. I really like this forum - everyone is friendly and positive! Must be the guitars...

 

[OrangeChannel]

Your last post there is the same reason I invested so heavily in EBMM's. I sold like 6 guitars and a bunch of other stuff to get into the 4 EB's that I'll have come October (thats when my silo comes in).

 

[CudBucket]

Jon Smith...

He's Gumby, dammit.

Dave

 

[jongitarz]

 

[OrangeChannel]

Take a bow bro! You deserve it...in fact take several!


Quicky ?....that molex connector from the Silo guard to the jack....which one is it?

 

[deadringer]

You're looking a little green today Juan, been at the gardening again?

 

[jongitarz]

No...Thats my Gumby look....OC I don't know what model the Molex is..Sorry

 

[PeteDuBaldo]

Your last post there is the same reason I invested so heavily in EBMM's. I sold like 6 guitars and a bunch of other stuff to get into the 4 EB's that I'll have come October (thats when my silo comes in).

correction: it arrives in mid/late sept, you were gonna come pick it up in Oct