"You're lucky it's a MusicMan" (Customer Service content)

[aleclee]

Sometimes poop happens. In this case it happened to my favorite guitar.

I sent my rosewood ASS to a well-respected tech for some work. In the process of doing the work, the neck got messed up. This afternoon I got a frantic/apologetic call from the tech breaking the news to me that they borked my neck.

The tech then proceeded to let me know how fortunate I was that it was a MusicMan, because their consistency and customer service are top notch. He worked with AJ on getting a replacement neck and I'm confident that it'll be right as rain. It's another four weeks that I'll be without that guitar but them's the breaks.

Thanks again to the CS team and especially AJ! You guys made my tech's lousy day a bit better.

 

[gtrman66]

Glad to hear that your gonna get fixed up...I can only imagine how hard I'd have to swallow my heart down if it were one of mine :O

 

[fbecir]

What have they done exactly to your neck ???
I do not understand. The only thing that can happen is if you bend too much the neck with the trussrod ... but a good tech knows better ...

 

[aleclee]

The were adding a compound radius to the fretboard and the neck was mis-aligned in the machine.

 

[fbecir]

Oups ! Poor neck ...
Sometimes machine are not so good and hand work is better.

 

[JasonT]

That sucks about the neck of your favorite guitar, Alec. as you said, the good news is that MM customer service was helpful. That has been my experience with customer service as well.

 

[Big Poppa]

What is so refreshing abou this is that this is the frist time a tech didnt blame us!

 

[LegGodt]

Why were you having a compound radius added to the fretboard?

 

[aleclee]

What is so refreshing abou this is that this is the frist time a tech didnt blame us!

They made a point of how the situation would have been much more difficult with most other companies. Apparently they were as refreshed as you were.

 

[aleclee]

Why were you having a compound radius added to the fretboard?

Because it makes things slightly easier when operating in the upper registers.

 

[Norrin Radd]

Stories like this are one reason I love this company. Sounds like you found an honest tech, too. Don't underestimate the value in that.

 

[aleclee]

Despite this unfortunate incident, I'm not bailing on the tech. In fact, I've packed up my green Axis for a SS refret. I'll pass on the fretboard re-radius, though.

 

[fbecir]

Wise decision !

 

[Jonny Dubai]

Feel the love brother and sisters.............


Lovin your work CS XXX

 

[aleclee]

Follow up:

So I finally got the guitar back a few weeks ago and it's wonderful to have my old friend back. The new neck feels pretty much like the old neck except that the fretboard isn't rolled quite as much. Guess I'll just have to play it more to get that broken in.

On the plus side, the new frets (I actually got the replacement neck refretted with SS) are wonderful and the setup is exquisite. Not only is playing effortless, I can actually do a four semitone bend without fretting out! It also seems like the compensated nut makes it play more in tune. The guitar sounds a bit more in tune up and down the fretboard than of my other guitars.

Just wanted to give one more shout out to the good folks at EB for taking care of me and bailing out my tech. It's great to know that you're always doing little things to improve the instruments (e.g., compensated nut) while building amazing instruments that mere mortals can afford. Thanks much!

 

[acwild]

Good to hear! I'm addicted to stainless frets as well.

 

[DrKev]

It also seems like the compensated nut makes it play more in tune. The guitar sounds a bit more in tune up and down the fretboard than of my other guitars.

Absolutely. The open strings are better in tune with the fretted notes so tuning as we do to the open strings makes everything else better. It's not a difference that many people hear but I for one love it!

Glad everything worked out!