OK, What to Do Now...

[twocorgis]

Hi all,

That saga of my D50 continues. When we last left off, I sent it to Nashville for what I was fairly sure to be a neck reset that would be covered under warranty. I am the original owner, and even have the original sales receipt from 1976, a copy of which I included in the box that I shipped the guitar down to them in. Today I receive this:

Hi Sandy,

Attached is a quote for repair on your D50. If you approve, please sign
and return the quote via fax at the number below. The limited lifetime
warranty on Guild guitars is for defects in materials and workmanship.
While your guitar has been kept in good condition, a neck reset and
related repairs are considered normal wear on an instrument of this age.
It appears the neck has been reset before, was the previous work done
under warranty? If so, do you have documentation of the work performed?
If this has been an ongoing problem, the neck reset may qualify for
warranty. Please give me a call if you have any questions or concerns or
if you would like to discuss this further.

Along with this estimate

Needless to say, I'm flabbergasted. I was pretty sure when I got off the phone with Bruce Bolen down there that they would cover this. I was prepared to pay for fret work, a new bone nut and saddle, and even the return shipping, but I certainly wasn't prepared to be hit with a bill like this one. And no, the guitar has never had a neck reset before, and also the guitar never had a top crack, at least that I was aware of (and I certainly would have been) If I'd had any inkling that it would have turned out this way. I would have kept my guitar here, and had my local luthier do the work.

So what to do. I don't want to be argumentative, but on the other hand I feel I was misled to a certain extent. Do I talk to Thane (head of the shop, who sent the email) or do I talk to Bruce directly? I don't want Thane thinking that I'm going over his head, but he might not have the authority that Bruce has to cover this. I would respond to the email, but both times I've done that he never got back to me.

You folks are probably more diplomatic that I, and may have even been in a similar situation with Guild/Fender. What would you do? I'm in such a state now I don't want to do anything until I calm down some. I think I'll go play guitar for a while...

 

[taabru45]

If they feel that a reset was already done, and not properly, or that it would qualify under warrantee if they did it, you could argue that point...cause it sounds like they would have higher expectations of their own work...act like you have PMS. :lol: Steffan

 

[jazzmang]

I would definitely speak directly to Bruce (as you have already spoken to him before, I dont think this would be considered going over anyone's head).

I would ask for pictures of the top crack (seeing as how you said you'd never seen one) and also mention that the guitar has never had a neck reset done and that you're pretty shocked by this revelation.

Hopefully Bruce will be pretty fair in all this.

 

[twocorgis]

Thanks, Steffan and Jazz.

One more question. Am I being unreasonable? I don't think so, but it's hard to tell from where I'm sitting.

 

[fastblueheeler]

I'm impressed! You have the original sales receipt. I've already lost my copy of my 2009 income tax return. Just my opinion, but it seems a neck reset on a 34 year old guitar would not be covered. I think that's why they use the term "limited". if you feel you were misled about the warranty I'd definitely talk to Bruce. If it didn't have a crack when you sent it and has one now, that's a big problem that you may have to fight with UPS or whoever over. I think I'd start with it's never had a neck reset, I was led to believe the warranty would cover it or I wouldn't have shipped it to you and so on. Good luck!

 

[john_kidder]

I have limited experience here.

But if it "appears that the neck has been reset before", and you, the original and only owner, know that it has not, then the estimator must be seeing some sort of damage or irregularity. Might that not be a reason to request again a warranty repair, rather than a routine reset?

 

[taabru45]

Exactly, John...and for the record I have since new, a 77 F50R, and an 80 F512R..neither of which need nesets...even now...Steffan

 

[jazzmang]

Could the neck have been set and reset at the factory if it didn't pass Q/A, etc...?
Just thinking of possibilities here...

 

[fronobulax]

I find the unknown to you top crack and "evidence of a previous" neck reset to be interesting. You may want to keep things open for the possibility that the guitar was damaged in transit in which case the shipper would have some liability and you probably want Fender on your side. As for the what next, since you got your impression of warranty coverage from Bruce, I would go back to Bruce. I don't see why Thane should be concerned or think less of you for doing so. I have always found that when someone acting on behalf of a corporation makes a commitment, it is always best to go directly to them if there are problems or concerns. Escalation would be to their boss and not to any third parties involved with carrying out the commitment.

Tangentially, I am concerned that a neck reset is apparently considered "normal" after 35 years. Made to be played for only 35 years?

 

[twocorgis]

I have limited experience here.

But if it "appears that the neck has been reset before", and you, the original and only owner, know that it has not, then the estimator must be seeing some sort of damage or irregularity. Might that not be a reason to request again a warranty repair, rather than a routine reset?

You know John, you might be on to something there. :idea:

I bought the guitar "new" in September of 1976

However the serial number dates it to 1973, and IIRC my luther said that May 22, 1973 was stamped inside the body. That's a fair amount of time for something like a neck reset to happen, isn't it? The D25-12 that I bought had a neck reset done in the first couple of years of its life, though my luthier tells me that's not all that uncommon with 12 strings.

 

[twocorgis]

OK folks. Calling Bruce right now.

 

[cuthbert]

Good luck.

Out of curiosity, is it necessary for you to have the job done by FMIC? Personally I'd go to visit a trusty luthier, there are many here, some of them worked in Westerley.

 

[jazzmang]

OK folks. Calling Bruce right now.

Excellent!

Let us know how it goes!

Edit: Yes, almost all repairs must be done by FMIC Nashville to be covered under warranty, from what was explained to me by 2 FMIC reps.

 

[twocorgis]

Good luck.

Out of curiosity, is it necessary for you to have the job done by FMIC? Personally I'd go to visit a trusty luthier, there are many here, some of them worked in Westerley.

Trust me Cuthbert, as I have said previously, if I thought that this wouldn't have been a warranty repair, I would have sent it to my luthier here, who I'm very fond of.

 

[GuildFS4612CE]

Be sure the estimate is for YOUR guitar and that it hasn't been mixed up with somebody else's guitar.

If it was 'new' old stock when you bought it, it may have been hanging around a long time and damaged or not sold because it had a problem and may have gone back to the factory for work before you bought it...though good luck finding any records of that fact.

Your dated 'new' receipt vs the actual date of birth on the guitar should be in your favor that the possibility of a previously 'repaired' factory defect does exist.

Though, if you are going to have to pay for the work, and you really love your guitar, it may be worth it to have them do the work.

Good luck.

 

[twocorgis]

Be sure the estimate is for YOUR guitar and that it hasn't been mixed up with somebody else's guitar.

That it is. The serial is correct and all.

If it was 'new' old stock when you bought it, it may have been hanging around a long time and damaged or not sold because it had a problem and may have gone back to the factory for work before you bought it...though good luck finding any records of that fact.

Your dated 'new' receipt vs the actual date of birth on the guitar should be in your favor that the possibility of a previously 'repaired' factory defect does exist.

Hope so! Just got off the phone with Bruce, and he's going to discuss the matter with Thane and have him get back to me. Hopefully they'll decide that there was something genetically wrong with this guitar and take mercy on me.

Though, if you are going to have to pay for the work, and you really love your guitar, it may be worth it to have them do the work.

Good luck.[/quote]

That's where I'm in a bit of a quandary. Going into this, if I'd have thought this repair wouldn't have been covered, I certainly never would have shipped it down there. I'd also be willing to pay for the ancillary work that need to get done if they'll just cover the reset. I know my guy here would have done the whole shebang for $400, and done it well.

 

[adorshki]

Lots of good points brought up by all, all I wanted to add is that the tone of your original post seems diplomatic enough and if you maintain it, that also can count for a lot in convincing "higher ups" to review a situation for potential errors.
Some members here consider a reset inevitable yet others with instruments of similar age to yours have never seen the need. It does appear that Fender has taken the former position. Good luck.

 

[cuthbert]

Good luck.

Out of curiosity, is it necessary for you to have the job done by FMIC? Personally I'd go to visit a trusty luthier, there are many here, some of them worked in Westerley.

Trust me Cuthbert, as I have said previously, if I thought that this wouldn't have been a warranty repair, I would have sent it to my luthier here, who I'm very fond of.

To be honest, I find difficult to believe that any guitar maker would cover a neck reset after 34 years...your guitar is older than me!

I've never so old instruments that don't have any structural issue, for the story of the crack, bone nut and bridge it's another story...

 

[twocorgis]

To be honest, I find difficult to believe that any guitar maker would cover a neck reset after 34 years...your guitar is older than me!

But that's only because you're so young, especially compared to some of us geezers here. :lol:

I've never so old instruments that don't have any structural issue, for the story of the crack, bone nut and bridge it's another story...

From what I'm starting to gather, this guitar may well have had something congenital all along. Let's hope Fender sees it that way, too.

 

[jgwoods]

Two things come to mind.
1- Any "promises" made before the repair folks had the guitar in hand should have been subject to seeing it first.
2- If they really think it is normal wear and tear for a '76 guitar to need a reset they should have told you before you shipped it to them. Somehow that only came up afterwards?