C
CoreyW
Well-known member
So, I had a wall hanger fail back in July, and broke the headstock on my Les Paul... the SG that was next to it was unharmed... anyway, it was a pretty nasty break. I carried it to the most reputable shop I could find in Alabama and they said they were worried about messing with it to contact gibson, it would probably need a new neck... contacted Gibson, they were quoting a little less than 2k for a new reinforced neck joint, and 3k+ for neck replacement... even though this guitar has a lot of sentimental value to me I couldn't justify a 3k repair on a guitar that I didn't pay 3k for when I bought it brand new.. its a 2012 Les Paul Standard.
Well, I did a lot of digging and came across different sites recommending LRC guitars, and I reached out to them, spoke with their main luthier, and he said that they have a semi unique way of handling neck breaks, and judging by the pictures it would be something they could handle, anyway I jumped on it and sent it out, when I first started this process they were very responsive, and I payed half up front, told the guitar would be ready around the first week of Oct. Well, 9/20 I get an email about the remainder of my invoice and send and email and they say its ready.. so I pay the invoice and give them the dates for the week I will be gone on a cruise and ask them not to ship if it will arrive while I am gone.
On Oct 5 I send an email asking about where my guitar was, and on 10/6 I get a response that they found the finish wasn't right and was hazing over from moisture, and it was getting sent back through their finish department.
I try to follow up on 11/19 and no response, I try again 12/4, 12/6 I get a response the main guy hasnt been able to approve the rework, 12/16 I write a follow up email no response, 12/21 another follow up email, no response. 1/6 send another follow up and no answer. 1/13 I send another email threatening to contact the CC company... I actually get a response this time, my guitar is finished (yay!) its waiting on someone to be in the shop to ship it and they would be back in the shop by the 20th...
2/2 I send a follow up email, no answer.. 2/6 I send a pretty angry email..
2/10 I get a call from the main guy... he apologizes and says that during reassembly and set up they found the truss rod was broke, and since they didnt inventory that during the initial repair they didnt know if it happened during the break or during the repair and they replaced it at their cost. But that I would have tracking info the next day.
2/19 Text the guy, asking about tracking info... no response
2/25 text him again, no response.
Now, I have records of all of my contacts with this company and their lack of responses, I am not sure what to do... I want my damn guitar back and not sure what to do, this company is supposedly very in demand and does a lot of contract work for cruises and big tours, and I can understand being slammed with work but just flat ignoring a customer, I don't get it. I am a Customer service engineer/ technician myself, and I would lose my job if I ignored the small job shops in favor of the major OEMs that I work with.
Well, I did a lot of digging and came across different sites recommending LRC guitars, and I reached out to them, spoke with their main luthier, and he said that they have a semi unique way of handling neck breaks, and judging by the pictures it would be something they could handle, anyway I jumped on it and sent it out, when I first started this process they were very responsive, and I payed half up front, told the guitar would be ready around the first week of Oct. Well, 9/20 I get an email about the remainder of my invoice and send and email and they say its ready.. so I pay the invoice and give them the dates for the week I will be gone on a cruise and ask them not to ship if it will arrive while I am gone.
On Oct 5 I send an email asking about where my guitar was, and on 10/6 I get a response that they found the finish wasn't right and was hazing over from moisture, and it was getting sent back through their finish department.
I try to follow up on 11/19 and no response, I try again 12/4, 12/6 I get a response the main guy hasnt been able to approve the rework, 12/16 I write a follow up email no response, 12/21 another follow up email, no response. 1/6 send another follow up and no answer. 1/13 I send another email threatening to contact the CC company... I actually get a response this time, my guitar is finished (yay!) its waiting on someone to be in the shop to ship it and they would be back in the shop by the 20th...
2/2 I send a follow up email, no answer.. 2/6 I send a pretty angry email..
2/10 I get a call from the main guy... he apologizes and says that during reassembly and set up they found the truss rod was broke, and since they didnt inventory that during the initial repair they didnt know if it happened during the break or during the repair and they replaced it at their cost. But that I would have tracking info the next day.
2/19 Text the guy, asking about tracking info... no response
2/25 text him again, no response.
Now, I have records of all of my contacts with this company and their lack of responses, I am not sure what to do... I want my damn guitar back and not sure what to do, this company is supposedly very in demand and does a lot of contract work for cruises and big tours, and I can understand being slammed with work but just flat ignoring a customer, I don't get it. I am a Customer service engineer/ technician myself, and I would lose my job if I ignored the small job shops in favor of the major OEMs that I work with.
