Help! Sent my guitar in for repair, came back with pick scratches

[TwistedMetalGear]

I sent my guitar in for repair to EBMM under warranty. It was brand new and unplayed, not a single mark on it. Unfortunately it came back with a significant number of what looks like pick scratches. Which has me questioning how does that even happen? Can this many pick scratches occur from just a few hours of a technician testing it out? Is the finish on these guitars unusually soft or something?

I compared to my 2008 JP6 guitar which I've been playing since, well, 2008. And the pick scratches on that guitar are extremely light and barely noticeable.

Is there any hope of getting these out? Should I contact EBMM and let them know? I absolutely don't want to send it away again.

 

[DrKev]

Absolutely call them. Pick up the phone and talk to customer service.

 

[Rbg]

Talk to music man, they should for sure explain things and offer ways how to make it right. If you decide not to send it back (I totally understand you as I just received mine from them last week and would not want to send it back) I am local and have all tools and experience needed for us to buff it out. This is very upsetting to be honest.

 

[DrewH]

Whoever did that doesn't know how to play guitar. Have to be the one to say it. Also, any tech with half a brain will tape those areas during testing, especially on a boutique instrument. If MM did that, it's gross negligence and should be made right.

 

[dibart77]

Wow, dial it down folks ("gross negligence"). I personally know the guys in the repair department and they are AWESOME and take their job seriously and care about doing the right thing. And, I can tell you Billy is an amazing player -- he is not playing your Majesty like a punk rock show. Obviously, it got missed. Call them and they'll make it right. Or take up Rbg on his offer -- a quick buff should fix it.

 

[dave1812]

What was wrong when you sent the Guitar to EBMM the first time?
Where there any loose items in the case, that could‘ve tumbled around inside the case and scratched the Guitar in shipping?

 

[tbonesullivan]

IMHO those are wayyyyy too heavy to be pick marks. They reflect way too much, and look almost like they came from a ring or metal pick.

 

[Sweat]

Yea almost like something in the case was loose, not sure but doesn't add up but EBMM will take care of it , they always have for me and yea what was the reason sent back?

 

[Rbg]

If we are playing a guess game, it looks like somebody accidentally placed the guitar on a piece of sand paper and moved a bit or other way around. They may even tried to buff if lightly and these are the deepest scratches. Which is possible in repair environment. Not pick scratches for sure, unless it was Brian May!

Another theory — strings. If they were taking them off they could’ve rolled them and put in that spot and scratched while working on whatever.

 

[TwistedMetalGear]

I sent it in for repair for the following reasons:

- Broken volume pot
- Broken tone pot
- "A" string piezo pickup much louder than the rest

Another issue is that one of the tuning pegs was nearly impossible to turn once there was some tension on it, but I repaired that one on my own.

I think they skipped QA on this one.

There was nothing in the case when I shipped it. I emptied it out as per MM's instructions. They put in one of those moisture absorbing pouches for the return shipping but that was in a separate compartment.

 

[TwistedMetalGear]

Took some better pics and a video:

https://imgur.com/HtrSGeN

https://imgur.com/Crvva8p

 

[DrKev]

Locking this thread to new replies because a) this is between the OP and customer service and b) throwing allegations and conjecture around is not useful or fair to anyone, least of all to the owner of the guitar and customer service. Kicking myself I didn't lock it a couple of days ago.

[Guitar tech hat on] Defo pick marks and not sandpaper scratches! Stop it! [/hat off]