Bassistlaw
Newbie
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- 11
Oops my bad! I use this type of double truss rod with the nut welded on for my own “from scratch” builds. It works both ways!
Warmoth Quality Issues?
- Thread starter CrabCakes7
- Start date
CrabCakes7
Newbie
- Messages
- 10
An update for anyone who's interested. Unfortunately, not really any good news.
It's been roughly 4 weeks since the first neck was sent back and I haven't heard anything so I gave Warmoth a call. Joe is the CS rep who's been helping me with this thus far.
In short, outside of an initial assessment, the neck hasn't been worked on yet and they were unable to provide a rough ETA for when it might be fixed. The neck originally only took 2 weeks to be received from when it was originally ordered (showroom item) so that was disappointing to hear. I had hoped that resolving issues with preexisting orders would take priority in their workflow but I was corrected that that is not the case. They recommended I follow up every two weeks until work is complete. Not thrilled about that but it is what it is.
On a more concerning note, when we got around to talking about the backbow in the first neck they said that they didn't find any when they checked it. To be blunt, that was utterly baffling for me to hear because the amount of backbow present in the neck wasn't at all subtle or hard to find. I'd even sent them photos of gauged measruements demonstrating the issue and they refused to acknowledge any of it. They just kept saying things like the "neck is fine" or the "truss rod is in good working order" (which isn't at all the issue here) and that the neck was only marked down as being in for fretwork fixes and that was it. They otherwise completely stonewalled me on it. The only thing that caused them to pause and backpedal a bit is when I asked for them to send me a photo of the neck with a notched straight edge on it, showing me that it was either flat or had some amount of forward bow, at which point the excuses started pouring out.
Unfortnately, the call ended without them agreeing to any concrete action. Just that I could send it back again if it still has issues. They weren't even willing to say that they'd check it again just in case.
So I'm betting I'm going to receive it back with the exact same issue. Absolutely wild to me.
It's been roughly 4 weeks since the first neck was sent back and I haven't heard anything so I gave Warmoth a call. Joe is the CS rep who's been helping me with this thus far.
In short, outside of an initial assessment, the neck hasn't been worked on yet and they were unable to provide a rough ETA for when it might be fixed. The neck originally only took 2 weeks to be received from when it was originally ordered (showroom item) so that was disappointing to hear. I had hoped that resolving issues with preexisting orders would take priority in their workflow but I was corrected that that is not the case. They recommended I follow up every two weeks until work is complete. Not thrilled about that but it is what it is.
On a more concerning note, when we got around to talking about the backbow in the first neck they said that they didn't find any when they checked it. To be blunt, that was utterly baffling for me to hear because the amount of backbow present in the neck wasn't at all subtle or hard to find. I'd even sent them photos of gauged measruements demonstrating the issue and they refused to acknowledge any of it. They just kept saying things like the "neck is fine" or the "truss rod is in good working order" (which isn't at all the issue here) and that the neck was only marked down as being in for fretwork fixes and that was it. They otherwise completely stonewalled me on it. The only thing that caused them to pause and backpedal a bit is when I asked for them to send me a photo of the neck with a notched straight edge on it, showing me that it was either flat or had some amount of forward bow, at which point the excuses started pouring out.
Unfortnately, the call ended without them agreeing to any concrete action. Just that I could send it back again if it still has issues. They weren't even willing to say that they'd check it again just in case.
So I'm betting I'm going to receive it back with the exact same issue. Absolutely wild to me.
NutBehindTheGuitar
Junior Member
- Messages
- 47
Well that is very distressing. I recently ordered and received in late December 2024 a custom neck. It seems fine to me although I haven't put it on a guitar yet, so fingers crossed.
I remember a long time ago, talking to a guy who owned a mail order business (that's when it was called "mail order" and not "OnLine") he emphasized to me that the primary obstacle to mail order sales was the customer anxiety about dealing with a shop that they couldn't see and touch, and their concern that they would be stuck with defective merchandise and have no recourse. That's why he always had a no questions return policy.
He said that when a customer returned something and got their money back no hassle, invariably they would order again.
He also knew from prior experience in brick-and-mortar retail, that it was the unhappy customers who tended to talk.
Hopefully Warmoth will do right by you.
CrabCakes7
Newbie
- Messages
- 10
I mean no disrespect but I am a "local tech". I don't do this as my primary source of income but I do work on guitars in a professional capacity. There absolutely are limits to my knowledge and abilities but I do what know I'm doing here.
That being said, there's really only 2 ways to address a backbowed neck if the truss rod can't be used to remedy the problem:
1.) You can pull all the frets and re-plane/re-radius the fretboard to be flat with the neck as-is.
2.) You can attempt to warp the neck back into proper orientation with a combination of heat/steam and pressure, i.e. using a heat press.
Option #1 is a significant amount of work and will noticably change the profile of the neck due to the amount of material that will need to be removed to fix the issue.
Option #2 is a gamble that has no guarantee of fixing the problem and may even make it worse. There's no way to know how the neck will react before trying it and there's no going back once you do.
All that aside, this is a brand new neck with a clear cut manufacturing defect. Warmoth has all the pictures and measurements documenting the problem. There's no reason any of that should even be a part of the conversation. At the end of the day the crux of the issue is that I paid Warmoth for a reasonably defect-free product and they either owe me that at no additional cost to myself or they owe me my money back.. How they've handled the situation this far is completely shameful in my opinion.
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