What is the warranty on a new guitar?

[Subterrainian]

Hi, I just bought a new guitar. I was wondering if someone could direct me to a copy of the warranty. There was no paperwork included with the guitar from the store. Thanks.

 

[fogman]

First, Welcome to the Forum!!!

Warrantee is one year from date of purchase.

If you got the little cardboard tag that usually hangs on the guitar, it says so there. (It's got a picture of a Luke on the front)

 

[Subterrainian]

No tag or anything. Still had the plastic on the pickguard and back cover, but no paperwork. Do you know if there is a copy of it online? Thanks.

 

[beej]

If you're looking for specific terms, probably best to contact MM customer service directly and they can help you out.

 

[andynpeters]

Perhaps you should contact the store if it's a new guitar and demand to know where your warranty registration card is.

 

[fogman]

here's the warrantee on the MM site!

http://www.ernieball.com/mmonline/registration/warranty.php

 

[beej]

Ah, well there ya go. Who'd have know Foggy would have an arsenal of legal docs in his clutches along with all those pictures

 

[Subterrainian]

Thanks for your replies. I'm working with a rep from EB to see what my options are for a couple of stress cracks on a SUB1 originating at two of the tuners and going toward the nut. I'll post the resolution for everyone to see. Thanks again.

 

[Subterrainian]

Well, here is the last contact I had with EBMM Customer Service on the topic.

------------------------------------------------------------------------
You can send the neck to us and we'll sell you a new one. The neck
should run around $250.00. If you want, you can send the whole guitar in
and we'll install the new neck and give the guitar a set up too.
------------------------------------------------------------------------

I was hoping for a better resolution. The cracks in the headstock were there from the time of purchase. If Cust. Serv. determined it happened because of some incident in the retail store, I would tend to believe them (GC). I was just thinking the neck could be fixed for a lot less than $250. The guitar's new price was $425. I own other EBMM's and I love the products, this was my first time dealing with Customer Service.

 

[kevin]

Well, here is the last contact I had with EBMM Customer Service on the topic.

------------------------------------------------------------------------
You can send the neck to us and we'll sell you a new one. The neck
should run around $250.00. If you want, you can send the whole guitar in
and we'll install the new neck and give the guitar a set up too.
------------------------------------------------------------------------

Hi Subterrainian,

Welcome to the Forums, hope to see you around for years to come. $425 is a great price on a SUB1, was it discounted at the store because of "in store" damage? Or did the cracks appear after you purchased it? Since you didn't include your portion of the e-mail sent to customer service, I just want to make sure we have all of our ducks in a row.

-Kevin
[email protected]

 

[5Stringer]

Well, here is the last contact I had with EBMM Customer Service on the topic.

------------------------------------------------------------------------
You can send the neck to us and we'll sell you a new one. The neck
should run around $250.00. If you want, you can send the whole guitar in
and we'll install the new neck and give the guitar a set up too.
------------------------------------------------------------------------

I was hoping for a better resolution. The cracks in the headstock were there from the time of purchase. If Cust. Serv. determined it happened because of some incident in the retail store, I would tend to believe them (GC). I was just thinking the neck could be fixed for a lot less than $250. The guitar's new price was $425. I own other EBMM's and I love the products, this was my first time dealing with Customer Service.

Sub, I believe what you asked AJ in Music Man Customer Service about the other day was the cost of a new neck, and $250 is in fact the price of a new neck. Regarding your situation, we all know that your guitar did not leave the factory that way, and we also know that this is the way you knowingly bought it. That leaves the conclusion that this crack developed at the store, which is probably why they sold the guitar to you at their landed cost.

That stated, if the crack is not into the wood - and to me, it does not look like it is - we can repair the cracks for substantially less than the price of a new neck. But before we could determine that, we would have to look at the guitar in person. If you are interested in that, please email me at [email protected] so we can get the process started.

Thanks,

Dan

 

[Big Poppa]

way to go Dan.

Guys taking advantage of customer service just hurts everyone.

 

[meenahga]

Ernie Ball Music Man Customer Service is #1

#1 in customer service!

 

[5Stringer]

Thanks - we try!!

Dan

 

[Subterrainian]

Wow, what a sorted response. Kevin, thanks for your excellent and courteous response. You are a credit to your organization. 5stringer, at first a little suspicious, but your final response was very helpful. Papa, that is a shameful display of contempt for my intentions without having all of the info. You should give the customer a little more benefit of the doubt. I thought I was clear about the damage and definately didn't intend to mislead or make EBMM look unhelpful. To state it clearly. Yes the damage was on there at the store. I don't think I ever said anywhere that EB caused it. It was the only Sub they had and yes the salesman gave me a break on the price. That's why I walked out with a damaged item. From EBMM, I never expected anything free. I have a guitar collection well over $25,000 and have no problem spending money to make hurt guitars well again. I love EBMM's because they use superior woods and craftsmanship for their production stuff. Things that would be custom options anywhere else. I just hoped and still do hope that I could get the guitar fixed for a decent price. Here is the email so nobody else gets confused. AJ was helpful, just limited on his responses and didn't really seem to answer the question about repair. Only gave me the $250 option.
----------------------------------------------------
Kevin

You can send the neck to us and we'll sell you a new one. The neck
should run around $250.00. If you want, you can send the whole guitar in
and we'll install the new neck and give the guitar a set up too.

--
Regards

A.J. Braman
Ernie Ball, Inc.
[email protected]
866-823-2255 Ext 124

NOTICE: This e-mail is for the sole use of the intended recipient(s).
Any unauthorized review, use, disclosure or distribution of this e-mail
or its contents is strictly prohibited. If you are not the intended
recipient, please contact the sender by reply mail and destroy the
original and all copies of the original message.

On Wed, 2007-04-25 at 06:15, Kevin King wrote:
> Do you think the damage was caused by a fall or impact of some kind? If it
> isn't a defect, and the neck needs replaced or fixed, what options do I have
> from your repair shop? Thanks.
>
> ----Original Message Follows----
> From: AJ Braman <[email protected]>
> To: Kevin King <[email protected]>
> Subject: Re: [Fwd: Comments from Ernie Ball web site visitors]
> Date: Tue, 24 Apr 2007 08:55:59 -0700
>
> Hey Kevin
>
> That damage will not be covered under warranty.
>
> --
> Regards
>
> A.J. Braman
> Ernie Ball, Inc.
> [email protected]
> 866-823-2255 Ext 124
>
> NOTICE: This e-mail is for the sole use of the intended recipient(s).
> Any unauthorized review, use, disclosure or distribution of this e-mail
> or its contents is strictly prohibited. If you are not the intended
> recipient, please contact the sender by reply mail and destroy the
> original and all copies of the original message.
>
> On Tue, 2007-04-24 at 08:44, Kevin King wrote:
> > I think I sent you a partial email a minute ago. oops
> >
> > Hi, AJ, this guitar was purchased new last Thursday. You can see the two
> > cracks in the pictures. One is obviously worse. Thanks for your help
> > today.
> >
> > Kevin
> >

 

[beej]

Subterrainian-

I'm not sure why you started posting those emails here. You did start this thread asking for a copy of the Warrantee, which makes it look like you're trying to get it fixed for free but then switched to complaining about price ...

If you're inquiring about repair costs, why drag MM through the mud here? Really, it's between you and them. Don't like the price, don't get the repair done ...

 

[5Stringer]

Kevin/Subterrainian - To sort of echo Beej's thoughts - I think us CS folks at EBMM have expressed a willingness to work with you and get this resolved ..... how 'bout we get this done?

Dan

 

[Subterrainian]

Ok, Dan thanks. I'll email you and get out of the forum. I definately didn't mean to cause this stir. Thanks.

 

[tommyindelaware]

dude.
u don't have to try & hedge yer bets w/ dan.....or anyone else in customer service . they have over & over & over again demonstrated ....not just talked state of the art customer service .

 

[kevin]

Ok, Dan thanks. I'll email you and get out of the forum. I definately didn't mean to cause this stir. Thanks.

Hang around these parts more often my friend, we always love welcoming member of the Music Man family into the forum!!!