Torment Leaves Scars
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- 1,343
Well, let me start of by saying it's no secret I was unhappy with my paint-job on my guitar. It was flawed from the beginning, and I was pretty sore over the way the situation was handled, or rather, how it wasn't handled.
It's been over two years and while I'd gotten over the initial frustration, mainly due to the fact that my Warmoth is the best playing guitar I've ever played, the paint was a constant reminder of my poor experience.
Things have changed. I can only assume Rob was scouring the site and saw that I was a bit unhappy, and I received contact from him. We traded a few emails and he mentioned that he wanted to inspect the paint. I was very apprehensive at first, considering I'd paid a good bit of cash to have the guitar assembled and set up, but after some discussion I was willing to allow him the opportunity to "make it right." As a side note, just by offering his apologies and acknowledging the issue "made it right," but I was willing to let him go a step further.
I removed all the hardware from the body (left the electronics intact) and sent it off to Warmoth. I've been keeping in contact with Rob, maybe once every two weeks or so, and he's been very good about giving me updates. In fact, I just talked to him the other day and he said the body was being stripped to be refinished.
I got a call from Rob today and he left a message on my cellphone. I called him back when he told me the news. The paint had not been the issue, but instead, the body was cracked!
Yes, the body's been cracked for the past two years since I received it. :-\
Rob informed me that they were going to replace the body, which led me to the concern of all the electronics. He advised they would get that taken care of with the new body, and I'd receive the new one in the same shape as the old one I'd sent.
I must say that I am really pleased with the way this is being handled, and I'm really glad to see Warmoth is doing everything they can to handle this unfortunate situation. It just says a whole lot about the company. Apparently, the person originally in charge of this situation when it happened was not as interested in good customer service as Rob is!
Rob's been great, and kudos to him! He has successfully restored my faith in Warmoth, and while I was apprehensive about ever giving business to Warmoth again due to the original treatment of the issue, I am proud to say I will be planning another build in the future! It's great to see him taking control and providing excellent customer service, even for a customer from two years ago. It just goes to show that Rob has the mindset every company should; people are still customers after a purchase is made! I am confident I will get everything back in the same condition it left in, and I can't wait to get my body back so I can get back to playing my favorite guitar! While I'm certainly not suffering by playing my Jackson USA "Select Series" KV2, it's still not my Warmoth!
Thanks to Rob and the rest of the people at Warmoth for restoring my faith!
It's been over two years and while I'd gotten over the initial frustration, mainly due to the fact that my Warmoth is the best playing guitar I've ever played, the paint was a constant reminder of my poor experience.
Things have changed. I can only assume Rob was scouring the site and saw that I was a bit unhappy, and I received contact from him. We traded a few emails and he mentioned that he wanted to inspect the paint. I was very apprehensive at first, considering I'd paid a good bit of cash to have the guitar assembled and set up, but after some discussion I was willing to allow him the opportunity to "make it right." As a side note, just by offering his apologies and acknowledging the issue "made it right," but I was willing to let him go a step further.
I removed all the hardware from the body (left the electronics intact) and sent it off to Warmoth. I've been keeping in contact with Rob, maybe once every two weeks or so, and he's been very good about giving me updates. In fact, I just talked to him the other day and he said the body was being stripped to be refinished.
I got a call from Rob today and he left a message on my cellphone. I called him back when he told me the news. The paint had not been the issue, but instead, the body was cracked!
Yes, the body's been cracked for the past two years since I received it. :-\Rob informed me that they were going to replace the body, which led me to the concern of all the electronics. He advised they would get that taken care of with the new body, and I'd receive the new one in the same shape as the old one I'd sent.
I must say that I am really pleased with the way this is being handled, and I'm really glad to see Warmoth is doing everything they can to handle this unfortunate situation. It just says a whole lot about the company. Apparently, the person originally in charge of this situation when it happened was not as interested in good customer service as Rob is!
Rob's been great, and kudos to him! He has successfully restored my faith in Warmoth, and while I was apprehensive about ever giving business to Warmoth again due to the original treatment of the issue, I am proud to say I will be planning another build in the future! It's great to see him taking control and providing excellent customer service, even for a customer from two years ago. It just goes to show that Rob has the mindset every company should; people are still customers after a purchase is made! I am confident I will get everything back in the same condition it left in, and I can't wait to get my body back so I can get back to playing my favorite guitar! While I'm certainly not suffering by playing my Jackson USA "Select Series" KV2, it's still not my Warmoth!
Thanks to Rob and the rest of the people at Warmoth for restoring my faith!
