OK, What to Do Now...

[JimbowF212]

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...

A neck reset not covered under warrenty because it is normal wear and tear, this is not Martins policy so maybe I need to stick with them if this is the kind of warrenty service you get with Guild. I have a neck issue with my 25 year old D-35V and both Martin and my repair person assure me it will be Fully covered on my warrenty because I am the original owner. If they won't fix it under warrenty, then Have them send it back to you without doing the repairs and call Kathy Currier @ 859-623-6010 She did a neck reset my dad's 66 Martin D-28, his warrenty expired when he did, and she only charges $350.00 it won't hurt to ask her about the reairs. She is in Tuesday, Wend, Fri & Sat(12-Close), Thurs (4 PM - Close) She does great work and is very reasonable. You could probably read the repair bill to her over the phone and she could give you an estimate. And I don't think She will charge as much on the return shipping. Just something to think about. I think even Taylor covers neck resets under warrenty, someone needs to point this out to Guild as I think this issue will hurt their sales. They have most likely lost one potential customer right here. I don't buy guitars from Companies that won't stand behind them better then this but, it is Fender after all and they are an electric guitar Company and only recently acquired Ovation, Takamine and Guild maybe they'll learn better but, we can only hope!!!

 

[adorshki]

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.

Hi Cuthbert:
The point being that warranty work (paid for by Guild) HAS to be done at a shop of their choice. Lightweight stuff like a brace re-glue can be done at some local shops, but virtually all major stuff is going to be handled in Nashville, unless they set up a warranty repair facility in New Hartford.
Sandy originally thought he had a pre-approved warranty repair.

 

[adorshki]

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?

Without doing a search for the original thread I remember this question coming up a couple of months ago for another member, IIRC, and Fender's position at that time was (and apparently still is) that "vintage instruments" were no longer covered by warranty for anything.
I believe Sandy took the extra trouble to locate someone whom he believed COULD authorize that exception, but now it appears to have gone astray.
In short, he thought this WAS going to be an authorized warranty repair by prior arrangement.
Just filling in the backstory 'cause I'm sure he's a little tired of it right now, but Sandy if I'm wrong go ahead and reel me back in.

 

[twocorgis]

Sandy originally thuoght he had a pre-approved warranty repair.

Thought. I'm in a bit of a jam now as far as getting it fixed. Worse case scenario I just have them ship the guitar back to me, and I have my local guy do it. I'm disappointed so far, but it's not over yet. The ball's in their court right now.

 

[adorshki]

Sandy originally thuoght he had a pre-approved warranty repair.

Thought. I'm in a bit of a jam now as far as getting it fixed. Worse case scenario I just have them ship the guitar back to me, and I have my local guy do it. I'm disappointed so far, but it's not over yet. The ball's in their court right now.

I'm with you on holding out for a warranty re-set and pay for the other stuff. That iS strange about it showing signs of a previous re-set. Have you played the "LTG member" card?. Maybe they'll consider it a worthwhile marketing gesture to a highly focused target market. Although they may also rightfully realize they might invite a flood of warranty claims they already said they didn't want. :?

 

[twocorgis]

I'm with you on holding out for a warranty re-set and pay for the other stuff. That iS strange about it showing signs of a previous re-set. Have you played the "LTG member" card?. Maybe they'll consider it a worthwhile marketing gesture to a highly focused target market. Although they may also rightfully realize they might invite a flood of warranty claims they already said they didn't want. :?

We'll see. Bruce knows I know I'm one of the gang here; don't know if that fazes him all that much. He's a pretty cool character, and quite well-connected too. He knows a lot of people, including the whole Ash family from the store where this guitar was purchased in 1976. Maybe that'll help. 8)

 

[jazzmang]

This is all quite interesting, to say the least.

From what I was told, neck resets would be covered, so as long as they weren't a result of non-warranty work OR user neglect.

User neglect would be comprised of situations where due to extreme temps, humidity, etc... caused a brace to crack or the soundboard to bulge (also b/c of a likely loose brace, etc...).

Heck, even when I sent in my D-100C for repair after shipping damage, FMIC Nashville wanted to know if it was under warranty so that some of the work could be covered!

I gotta say, I'm confused now! :lol:

 

[Dr. Spivey]

Wow Sandy, what a screwed up deal. Fender really needs to get their act together on this warranty business. They need to decide what is and is not covered and state it plainly. The turnaround times need to be improved as well. Three months I can see, six is ridiculous.

Hope it all works out for the best.

 

[twocorgis]

Jazz, Doc,

I agree they could have been more forthcoming about the whole process, but (silly me) I went into this with a certain naivete, not really preparing for what was (at least the initial) response that I received. I like to think I'm an optimist, and Bruce seems like he's a nice fellow, so I'm hoping that they decide to do the right thing. If they won't warranty it completely, at least partially cover it with me paying the incidentals, which still amount to $285. If they won't budge, I'll have them send it back and learn not to do that again.

 

[capnjuan]

Hi Sandy; ugh ... bummer ... you might ask them conversationally how they know the neck had been previously re-set; discontinuous finish at neck/body junction? Evidence of steam holes near the 14th fret? I mean if it wasn't obvious to you (assuming you'd know), how is it obvious to them?

Alternatively, if it was re-set while under Guild warranty, maybe they have that information by serial number from Guild records. If so, this could be a good thing; that they'd already re-set it putting you in a position to argue that the warranty also covers prior repairs including warranty-driven re-sets.

If the neck was re-set and Guild can't conclude that they did it, your argument would be with whoever sold it to you and represented that the guitar was fully warranted/warrantable. At this point, whether Guild chooses to mess with it is a function of whatever their prevailing Customer Service attitude is and whether they're willing to take it into their repair backlog on their nickel.

Considering your apparent lack of leverage, I don't recommend copping a 'tude with them. Good luck .. John

 

[jpwillD25]

Sounds like a copy of the original warranty in effect at the time would be helpful. Any one have one?

Keep trying :twisted: and maybe persistence will pay off!

~Jon

 

[adorshki]

We'll see. Bruce knows I know I'm one of the gang here; don't know if that fazes him all that much. He's a pretty cool character, and quite well-connected too. He knows a lot of people, including the whole Ash family from the store where this guitar was purchased in 1976. Maybe that'll help. 8)

I like it. Makes that question of why it was already on the shelf for 3 years when you bought it that much more likely to be addressed. Did he volunteer that info? Might be a good sign.
Insert moral support emoticon here: (---)

 

[geoguy]

I recall that FMIC/Guild was honoring warranty repairs on guitars that date back to 1980, but not for older instruments. That is pretty reasonable, IMHO.

I would probably pay a bit extra to have Guild do these repairs, but that's just me. If the extra couple hundred bucks is a deal-killer, then just have it shipped to your preferred repair person. You'll probably get it back faster that way, anyhow.

Good luck!

 

[adorshki]

I recall that FMIC/Guild was honoring warranty repairs on guitars that date back to 1980, but not for older instruments. That is pretty reasonable, IMHO.
Good luck!

Me too. But what would REALLY P--S me off is taking the time to ask if an exception would be considered, and understanding that the exception had been granted, and then taking the time to pack and ship something ONLY because the exception had been ok'd, and then having it treated as if all that groundwork had never been laid. By golly, those guys used to work for the Dept. of Motor Vehicles, didn't they? Ex post-office employees have KILLED for less. So Sandy's been really cool here so far, considering the whole story.

 

[JimbowF212]

I recall that FMIC/Guild was honoring warranty repairs on guitars that date back to 1980, but not for older instruments. That is pretty reasonable, IMHO.

I would probably pay a bit extra to have Guild do these repairs, but that's just me. If the extra couple hundred bucks is a deal-killer, then just have it shipped to your preferred repair person. You'll probably get it back faster that way, anyhow.

Good luck!

It seems to me that under the Law if they bought the Company and it wasn't in receivership at the time, They should have to honor the Warrenty no matter how old the guitar is. The instrument was purchased from a legitiment/licensed dealer and there was nothing in the warrenty that said depending on who owns the company, it was for the life of the original owner, and that was the only exception. So if the warrenty was properly registered, with the original company at the time I would think Sandy should have legal grounds to make FMIC honor the original warrenty.

 

[twocorgis]

Me too. But what would REALLY P--S me off is taking the time to ask if an exception would be considered, and understanding that the exception had been granted, and then taking the time to pack and ship something ONLY because the exception had been ok'd, and then having it treated as if all that groundwork had never been laid. By golly, those guys used to work for the Dept. of Motor Vehicles, didn't they? Ex post-office employees have KILLED for less. So Sandy's been really cool here so far, considering the whole story.

Thanks for the vote of confidence, but I'm not all that sure that I've been that cool throughout all this. Perhaps with any other guitar that I own, but NOT this one. Most of my life is wrapped up in this one, but I digress...

There is a somewhat happy ending after all. I heard from Thane Shearon, head of the Nashville shop today, and they have decided that there indeed might have been a pre-existing condition with the guitar, and have decided to warranty at least the neck reset. Here is the revised estimate

I still have to pay for the refret and some incidentals, but $280 is a lot better that the original estimate. Now the only problem is that the turnaround time is 90 days.

Oh well, can't have everything...

 

[JimbowF212]

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...

Martin Does to the original owner for the life of the original owner. And when my dad's old 1966 D-28 needed a reset, the warrenty dept at the factory told me it would have been fixed at their expense for my dad, but not for me. My 1984 D-35V is now in need of a reset I am pretty sure and the warrenty dept and the Repair center both said Martin would take care of it because I am the original owner. They do not consider it normal wear, it is covered under material and workmanship because it is due to the properties of the wood itself and the tension on the neck. Why do you think Taylor uses their bolt on neck, because the neck is going to need resetting and this makes it a much easier repair for them. This I got out of their literature in 1984.

 

[adorshki]

YAY!!!

 

[JimbowF212]

Me too. But what would REALLY P--S me off is taking the time to ask if an exception would be considered, and understanding that the exception had been granted, and then taking the time to pack and ship something ONLY because the exception had been ok'd, and then having it treated as if all that groundwork had never been laid. By golly, those guys used to work for the Dept. of Motor Vehicles, didn't they? Ex post-office employees have KILLED for less. So Sandy's been really cool here so far, considering the whole story.

Thanks for the vote of confidence, but I'm not all that sure that I've been that cool throughout all this. Perhaps with any other guitar that I own, but NOT this one. Most of my life is wrapped up in this one, but I digress...

There is a somewhat happy ending after all. I heard from Thane Shearon, head of the Nashville shop today, and they have decided that there indeed might have been a pre-existing condition with the guitar, and have decided to warranty at least the neck reset. Here is the revised estimate

I still have to pay for the refret and some incidentals, but $280 is a lot better that the original estimate. Now the only problem is that the turnaround time is 90 days.

Oh well, can't have everything...

Sandy, I am glad they changed their mind and decided to fix the neck for you. Great News!!!!!

 

[twocorgis]

Sandy, I am glad they changed their mind and decided to fix the neck for you. Great News!!!!!

So am I Jim.

YIPPEEEEEEEE!!!