Warranty Service

[Gary Raymond]

I called customer service yesterday about a question /problem my new Buttercream has. It's nothing I can't live with, but I was shocked to learn that Ernie Ball Music Man does not have any factory warranty repair stations spread across the country. Maybe a representative of the company can chime in & explain why.

Thanks,
Gary

 

[smallequestrian]

I called customer service yesterday about a question /problem my new Buttercream has. It's nothing I can't live with, but I was shocked to learn that Ernie Ball Music Man does not have any factory warranty repair stations spread across the country. Maybe a representative of the company can chime in & explain why.

Thanks,
Gary

Why would you do that when you have the most experienced Ernie Ball tech in the world working for you? Their repair volume isn't that high, so it can all be done with basically one person.

 

[Gary Raymond]

Because the person in customer service told me I would have to pay for shipping back to SLO on an instrument less than a week old.

 

[maddog]

the customer covering shipping charges to is pretty standard on warranties. Sucks that it is on an instrument so new. Have you talked to the dealer? Wondering if it is something that was missed when you bought it. They might be able to help.

 

[syciprider]

I actually trust a factory more than an authorized repair center for warranty work. At least I know that the folks who made my toy are the same ones fixing it.

 

[Dargin]

Gary did you raise the pickup and go over the specs I gave you?

 

[Big Poppa]

Gary??????

 

[0557]

Because the person in customer service told me I would have to pay for shipping back to SLO on an instrument less than a week old.

that is usually standard with every return policy. But I will say this. The reason warranty repairs are in one location is so BP and company can give the best service. My experience is a reflection of that. Its risky to have warranty centers all over the country with good quality control and too costly. SO ...this allows EBMM to make an instrument of the highest quality at a reasonable price point.
Thats my take...anyone elso want to chime in.

 

[Gary Raymond]

Frome the EB FAQ site:
"Q: Could you tell me Music Man's StingRay factory settings for relief, string height, and pickup height?
A: Virtually all the adjustments to string height can be made with the truss rod. Turn clockwise to raise the finger board, counter clockwise to lower. The ideal string height for our basses is 3/32" or 2.4mm between the bottom of the string to the top of the fret on both the E and G strings at the 12th fret. The G string can be slightly lower due to the fact that it is the smallest string. This affects the bow of the neck.

The factory specifications for the pickup height is 6/32" or 0.47625mm from the top of the plastic between the pickup covers to the bottom of the G string. The angle of the pickup is set fairly level, so the larger strings are naturally a bit closer. If you haven't already adjusted the pickup or changed to a very heavy gauge string set, you shouldn't have to do any adjustments on the pickup.

On the new 2-pickup basses, the measurements are virtually the same on the bridge pickup and the neck pickup is further away, about 8/32" or 0.47625mm from the string to the pickup."

If I adjust the string height to 3/32 at the 12 fret, buzz central. I have the truss rod adjusted so that there is a slight bow to the neck, not straight, but not a radical bow either. I have to get it to more like 5/32 especially on the B string. The B string height above the neck pick-up is at about the 8/32 recommended, but that is as high as the pickup will adjust up towards the string, turning the screws clockwise lowers it, but when the screws start to unscrew, without raising the pick-up more, it's at about 8/32.
One thing I did notice this evening after I went and bought another set of strings & put them on just to be sure, is that the tuning machine on the E string rubs, or scrapes, grinds, ???? when winding the slack up from a new string install, it's not noticeable when just doing a regular tune to the string, but when winding the slack of a new string, it does not turn smoothly like the other 4 do.

 

[Dargin]

If you like to get an RA give us a ring.

 

[kakobass]

Sounds like a setup problem more than a repair/warranty problem. If you bought it at a local store, I would take it back and ask them to perform a setup. If they don't have a repair person or if you bought it outside your city, then spend $30 on a good setup. If you are not familiar with setting up you instruments, paying for a setup on a brand-new instrument is perfectly normal.

For what you are describing, I would try to set the neck straight with the truss rod, and then play with the action by raising/lowering the saddles. Then adjust the pickups.

I always get to adjust all EB/MM basses to 1/32" at the 12th fret, and no buzz. (But I do have a light touch). I set up the neck straight, lower the saddles, and that is it.

 

[Big Poppa]

DOnt do what Kakio says.. imean that rrespectfully but there need s to be some relief.....

 

[Gary Raymond]

Spoke with Dan from EB, it's going back home for a check-up.

 

[Rano Bass]

Very well done my friend

 

[SteveB]

I sometimes wish I'd have a problem with my EBMM instruments just so i'd have an excuse to send 'em to jongitarz for a little 'mojo'. But then, having them here with me is nice, too.

Rest assured your Ray will be in the best hands!

 

[Randracula]

EB has the best customer service on the planet!!! I've had two of my basses go back to SLO for some work(both were issues that were not EBMM's fault in any way) and they both came back better than ever!

 

[AnthonyD]

I sometimes wish I'd have a problem with my EBMM instruments just so i'd have an excuse to send 'em to jongitarz for a little 'mojo'...

We all should be so lucky...

 

[PzoLover]

... I was shocked to learn that Ernie Ball Music Man does not have any factory warranty repair stations spread across the country. ...

I'm shocked that you were shocked, but I probably shouldn't have been

nowadays it's pretty easy for a company to fall into the 'shareholder value' approach to business - quantification, cost controls, failure rates ...

what the heck, most consumers have bought into the corporate line and think customer service is a call centre phone number and a relationship management software bundle

lucky for us, EBMM is into music, and never lost sight of 'customer value'

do it right the first time and you don't need "warranty repair stations spread across the country"

besides, why would BP and his EBMMgang want to trust their quality products and hard earned reputation to folks who don't have to care 5 days a week

 

[Gary Raymond]

Some people still actually do give a **** about the quality of work they do. I used to work in a place that was a factory warranty station for electronic test equipment, O-scopes, DMM's, you name the the piece of equipment, this shop repaired it. My old boss' theory was don't screw either the customer or the manufacturer, you will get more return business that way, & it worked.

 

[Disquieter]

I agree.

i'm mystified by how many people have problems.

Having owned a handful, and having sold near a hundred, i've never had a problem on either end...

maybe i could fabricate some phantom problem and send my bass back for some lovin...


oh yeah, BP, was that a team american reference?


we're guards.