Help! problem with the nut on my new JP7

[Santuzzo]

Hi,

I have noticed yet another problem on my new PDN neptune blue JP7:
When slightly bending the g-string up and down I noticed a string noise coming from the part of the string behind the nut.
The strange thing is that I have been playing this guitar for like 4 weeks now but I have not noticed this until now.
So, I looked at the nut and saw that the string will move sideways as I bend it, so it seems the nut is cut too wide.
When I do this and I touch the string behind the nut I can literally feel that it is going over some kind of 'bump'.
I recorded a short video-clip where you can see the string's sideways movement in the nut as well as hear the string noise:

Does the nut need to be replaced?

Has anybody else noticed the nut allowing for a sideways movement on the string?
I checked on my other JP7 and there the nut is tight so the g-string won't move sideways when bending it at all.

any ideas?

thanks,
Lars

 

[Etudica]

I had the EXACT same issue after receiving mine back from Ernie Ball after another unrelated issue was addressed. I played around and cleaned/lubed the nut but it had no effect. I whipped out my camera gear to make a video just like you posted to send to EB customer service to describe the problem. However, during recording and trying to make it "ping" like you have, the problem began to slowly disappear. After about an hour of bends trying to get a decent vid of the problem, it was almost non-existent. It's a few months later now and problem is gone permanently.

I was pretty thorough cleaning out the slot and didn't find anything. I was about to take some super fine sandpaper or emery to it but as I said performing a few hundred bends while trying to document the problem clearly must have worn away whatever was causing the binding.

I'm not really suggesting a next course of action here, just chiming in to share my experience!

 

[Santuzzo]

I had the EXACT same issue after receiving mine back from Ernie Ball after another unrelated issue was addressed. I played around and cleaned/lubed the nut but it had no effect. I whipped out my camera gear to make a video just like you posted to send to EB customer service to describe the problem. However, during recording and trying to make it "ping" like you have, the problem began to slowly disappear. After about an hour of bends trying to get a decent vid of the problem, it was almost non-existent. It's a few months later now and problem is gone permanently.

I was pretty thorough cleaning out the slot and didn't find anything. I was about to take some super fine sandpaper or emery to it but as I said performing a few hundred bends while trying to document the problem clearly must have worn away whatever was causing the binding.

I'm not really suggesting a next course of action here, just chiming in to share my experience!

Thank you!
I very much appreciate your input.

Does your nut also seem to be cut a bit too wide for the string, though? when you bend it, do you see the iedeways movement of the string in the nut?

 

[DrKev]

You have a bump (and we can hear it). The nut slot needs a little TLC. Should be very easy to fix for the right guitar tech with the right tools. Do get in touch Customer Service and see what they suggest.

The width of the slot is not a problem at all and will not on it's own cause any issues. Think of a zero fret, which essentially is a fret acting as a nut with no slots at all, and they work just fine. And just to prove the point I have just now sacrificed a string to science for you. I put a 17 gauge G-string in the low-E position (nut slot cut with a 48 gauge nut file) and it plays just fine with no problems.

Buzzing behind the nut can be a nuisance but is rarely heard through an amp. I replaced the nut on my silhouette Special, and cut the nut slots myself, as carefully as I know how. The open D-string was ringing behind the nut, a weird metallic nasal bark and LOUD. Remember the sound of message from aliens in the film "Contact"? It was just like that. Very annoying when unplugged but completely absent when plugged in so it's not actually an issue. I know from some of the top guitar techs that I trust most that this kind of thing happens from time to time with no rhyme or reason and sometimes has no fix. I used an elastic hair band behind the nut the keep it quiet but with time it has lessend to the point where it's not even an issue unplugged any more.

 

[Santuzzo]

You have a bump (and we can hear it). The nut slot needs a little TLC. Should be very easy to fix for the right guitar tech with the right tools. Do get in touch Customer Service and see what they suggest.

The width of the slot is not a problem at all and will not on it's own cause any issues. Think of a zero fret, which essentially is a fret acting as a nut with no slots at all, and they work just fine. And just to prove the point I have just now sacrificed a string to science for you. I put a 17 gauge G-string in the low-E position (nut slot cut with a 48 gauge nut file) and it plays just fine with no problems.

Buzzing behind the nut can be a nuisance but is rarely heard through an amp. I replaced the nut on my silhouette Special, and cut the nut slots myself, as carefully as I know how. The open D-string was ringing behind the nut, a weird metallic nasal bark and LOUD. Remember the sound of message from aliens in the film "Contact"? It was just like that. Very annoying when unplugged but completely absent when plugged in so it's not actually an issue. I know from some of the top guitar techs that I trust most that this kind of thing happens from time to time with no rhyme or reason and sometimes has no fix. I used an elastic hair band behind the nut the keep it quiet but with time it has lessend to the point where it's not even an issue unplugged any more.

Thank you very much for your input.
I'm sure the pling-noise can easily be fixed with a nut file by a guitar tech. I was more worried about that nut slot being too wide. Shouldn't the nut be tight enough so it won't allow for any sideway movement of the string inside the nut slot?
As I mentioned above, on my other JP7 none of the string moves sideways in the nut.

 

[DrKev]

Shouldn't the nut be tight enough so it won't allow for any sideway movement of the string inside the nut slot?

Not "tight" which leads to tuning issues. Ideally, the slot should be slightly bigger so the string moves freely but not so much that it moves like your does. BUt as I've said, a wide nut slot does not in itself pose any issues and provided the spacing between strings doesn't change significantly (which yours doesn't seem to) I would not worry.

Your nut slot needs work right now, and when that's done, all of these issues may be resolved. See what Customer Service suggests and find a good guitar tech.

 

[Etudica]

Does your nut also seem to be cut a bit too wide for the string, though? when you bend it, do you see the iedeways movement of the string in the nut?

Yes, in my case it is the D string. It does move laterally in the nut slot a bit more than the other strings now, but like DrKev said it is a non-issue, sounds completely normal.

 

[Santuzzo]

Not "tight" which leads to tuning issues. Ideally, the slot should be slightly bigger so the string moves freely but not so much that it moves like your does. BUt as I've said, a wide nut slot does not in itself pose any issues and provided the spacing between strings doesn't change significantly (which yours doesn't seem to) I would not worry.

Your nut slot needs work right now, and when that's done, all of these issues may be resolved. See what Customer Service suggests and find a good guitar tech.

Yes, in my case it is the D string. It does move laterally in the nut slot a bit more than the other strings now, but like DrKev said it is a non-issue, sounds completely normal.

Thanks a lot, guys, I appreciate your help and input.

The ping-noise indeed is the issue to be fixed, and even though you guys are saying the nut being too wide is not an issue, it does bug me. On a brand new guitar at this price point the nut should be cut perfectly if you ask me.
I also got an answer from CS and they also said the nut is cut too wide and will likely need to be replaced.
What I do not get is how this could pass through quality control...
And this guitar (since purchased in Europe) even went through 3 quality controls: 1. at the EBMM factory, 2.at the distributor, 3.at the dealer .... and this slipped through every time...makes me wonder what QC means these days...
Not to sound too negative, but I can't help but have a little bit of a bitter taste in my mouth considering that out of the 3 EBMMs that I purchased (all three of them brand new), two guitars had issues....this is not ok.

I know the nut will be fixed/replaced under warranty, but I still have to pay for the shipping to the dealer (and maybe also shipping the guitar back to me). And all I did was pay almost 3000 Euro for a new guitar and I expected it to not have any issues. Am I way out of line here?

 

[DrKev]

And this guitar (since purchased in Europe) even went through 3 quality controls: 1. at the EBMM factory, 2.at the distributor, 3.at the dealer .... and this slipped through every time...makes me wonder what QC means these days...Not to sound too negative, but I can't help but have a little bit of a bitter taste in my mouth considering that out of the 3 EBMMs that I purchased (all three of them brand new), two guitars had issues....this is not ok.

Having worked in a music store (the guy who examined warranty returns) every brand has a small return rate. This is why Customer Service and warranties exist. Customer Service are dealing with you and it will be fixed.

In Europe if this is a new guitar, and you bought the guitar from a store in the European Union, the store you bought the guitar from is to pay all costs associated with fixing warranty issues. That's European Union consumer protection law. Of course if you had bought the guitar in the US your warranty is only valid in the US, then you would have circumvented the European warranty and dealer network and it the cost of returning to the dealer is your own responsibility (as we constantly warn people here).

 

[Santuzzo]

Having worked in a music store (the guy who examined warranty returns) every brand has a small return rate. This is why Customer Service and warranties exist. Customer Service are dealing with you and it will be fixed.

In Europe if this is a new guitar, and you bought the guitar from a store in the European Union, the store you bought the guitar from is to pay all costs associated with fixing warranty issues. That's European Union consumer protection law. Of course if you had bought the guitar in the US your warranty is only valid in the US, then you would have circumvented the European warranty and dealer network and it the cost of returning to the dealer is your own responsibility (as we constantly warn people here).

Thank you.
So, you're saying the dealer is to cover my costs of sipping the guitar back to him fore repair?
I didn't know that. My dealer didn't mention that, but I will ask him about it.

 

[PaoloGilberto]

As far as I know, EU laws force the seller to repair or replace the product within the warranty time frames , but you will be responsible for shipping costs from your home to the seller's store.
unless the store has a special policy to pay the shipping back and forth

Thank you.
So, you're saying the dealer is to cover my costs of sipping the guitar back to him fore repair?
I didn't know that. My dealer didn't mention that, but I will ask him about it.

 

[Santuzzo]

As far as I know, EU laws force the seller to repair or replace the product within the warranty time frames , but you will be responsible for shipping costs from your home to the seller's store.
unless the store has a special policy to pay the shipping back and forth

Thank you,
yes, I also thought I would be responsible for getting the guitar to the dealer and back to me.
Well, I e-mailed my dealer and will find out.

 

[DrKev]

I'm surprised by that. My understanding was (and I have worked in after sales service and warranty issues as part of my job in 2010) that it is the dealers responsibility to do make this right at no cost to the customer. I would have expected the dealer to organise the return shipping because 1) the replacement part cannot reasonably be replaced by the consumer and the warranty repair necessitates the word to be done by an approved person, and 2) the dealer already has a preferred shipping service with commercial rates and insurance it is illogical to ask you to pay more.

I may be wrong, but I strongly suggest you contact your European Consumer Centre and ask them what your rights are in this case before you organise shipping.

ECC Nederland

 

[Spudmurphy]

I'm in the UK - I had my guitar returned to S & T under warranty. It was resolved and I paid nothing. I did drop it back to the dealer personally.

 

[Santuzzo]

To be honest, I can actually understand why the shipping would be on me, it makes sense. From the point of view of the dealer, it's not really their responsibility to get the instrument to their location, so I think it would be fair that those costs are to be paid by me.

 

[Spudmurphy]

.... But the policy in the US is different to that outside the USA. BP often tries to address the reason why prices outside the US are a lot higher and the fact that you pay no haulage charge surely must be one of those factors (along with many others like setting up a distribution network)? Phone your local distributor, (here in the UK it's Strings n Things) and I'm sure they will tell you what the actual policy is.
Better to d/w this issue based on fact rather than by conjecture?

Don't forget the Mantra is Contact Customer Service - outside the US it's slightly different. Contact your dealer then distrubutor(if no resolution) then EB (if no resolution). I followed this process and was happy with the outcome.

 

[douglasspears]

The width of the slot is not a problem at all and will not on it's own cause any issues. Think of a zero fret, which essentially is a fret acting as a nut with no slots at all, and they work just fine.

I'd consider this very bad advice. How can movement at the nut be anything close to ok? You'll run into string spacing issues, lack of sustain, loss/change of tone, potential tuning issues, string weakening/breaking at point of rubbing, etc. That may be ok on a Squire of something, not a precision guitar of this price.

I was more worried about that nut slot being too wide. Shouldn't the nut be tight enough so it won't allow for any sideway movement of the string inside the nut slot?

you are absolutely correct, don't let anyone tell you otherwise.

Not "tight" which leads to tuning issues. Ideally, the slot should be slightly bigger so the string moves freely but not so much that it moves like your does. BUt as I've said, a wide nut slot does not in itself pose any issues and provided the spacing between strings doesn't change significantly (which yours doesn't seem to) I would not worry.

Your nut slot needs work right now, and when that's done, all of these issues may be resolved.

he said "tight enough" not "tight". Again, bad advice, in my opinion.

.....even though you guys are saying the nut being too wide is not an issue, it does bug me. On a brand new guitar at this price point the nut should be cut perfectly if you ask me.


I can't help but have a little bit of a bitter taste in my mouth considering that out of the 3 EBMMs that I purchased (all three of them brand new), two guitars had issues....this is not ok.

it'd bug the snot out of me too, it's not ok to move at the nut.

Can't blame you for being bitter, I would be too.