D-55 on its way to Guild for warranty service

[GGJaguar]

So I'm throwing it out there for opinions. Is that over the line?

They are covering the work under warranty and they paid for shipping to the factory and will pay the shipping back. I think that's all they are obligated to do. It's not like a car recall for a safety defect where they will (sometimes) give you a loaner (a form of compensation). Maybe they can throw some swag into the box along with the guitar when they send it back, but I wouldn't ask for or expect more than that.

 

[davismanLV]

It's been suggested to me that I should ask them for some compensation for my trouble after this is all over. I'm not sure how I feel about that, or what I would ask for. So I'm throwing it out there for opinions. Is that over the line?

That's not going to happen unless you engage an attorney to press a case and .... I doubt there's any precedent that says a warranty case be processed in a certain amount of time. That's a threat. If they had a D55, they should just give it to you. And if it costs them some money, then learn the lesson about finish flaws and putting the wrong bridge on the guitar. This is where they're paying the price for pushing their people to produce. They say, "We need these guitars shipped by the end of the day!!" And they're not approachable or understanding (very typical in management) and they feel they can't go to them and say, "Hey we're short one ebony bridge so....??" But that's their problem. But I wouldn't even start that conversation unless you're willing to back it up and that's legal fees and such. Nope. Better to have us contact them. Better but still not great. They have your guitar. This whole situation sucks.

 

[davismanLV]

Why don't you link them to this thread in a written communique?? Maybe not. I don't know.

 

[SydShanshala]

This is utterly maddening, just read this entire thread and kept thinking “next page he gets it back” and you never do.

I’ve had a semi-irreplaceable (sentimental value) guitar in the local Martin warranty shop since august having the entire bridge replaced/rebuilt. I’ve called twice in that time and received polite updates from the head luthier. We discussed the instrument in depth, he told me it’s still months away from completion but I felt heard and thus comfortable knowing he was aware of my guitar and knew it’s situation/what it needed. He even asked me if I needed it back by a certain date, to which I responded no, and he made it clear he was so backed up he probably couldn’t give me one anyway.

That being said.

If I had sent a guitar to guild, under warranty, and received the treatment you did, I’d have demanded a replacement or refund. If it’s a standard D55 just have it replaced. They’re probably going to refinish the entire guitar and do god knows what other damage in the process trying to rush it out to you and then refuse to cover any issues you find once it’s back in your hands.

But that’s just like…my opinion man. Cheers

 

[HeyMikey]

This only reinforces my thought that buying new at a premium over used for the protection of a warranty isn’t worth it. It might have been under prior ownership, but it doesn’t appear to be now. It is much harder to acquire a new customer than it is to retain an existing one. Surprised they don’t understand that.

 

[davismanLV]

It is much harder to acquire a new customer than it is to retain an existing one. Surprised they don’t understand that.

This ^^ So easy to keep a good customer. The most difficult is getting back one you've lost. I'm not sure they're thinking this way, but honestly? Taylor, when one of the tuners on my GC-8 went bad, sent and email and boom!! Brand new exact tuner instantly within two days. And asking if there's anything else they can do for me. Granted tuner replacement is easier, but still. Sent Grover a goofed up tuner and they sent me a whole new set. There are ways to do business and ways to NOT, but when you choose NOT, it's doubtful your business will stand the test of time.

 

[merlin6666]

The lack of communication is terrible. If this is such a challenge to repair they should have brains to put an end to it, give you a new perfect one and a huge pile of swag from guild store or something equivalent.

 

[Prince of Darkness]

It's been suggested to me that I should ask them for some compensation for my trouble after this is all over. I'm not sure how I feel about that, or what I would ask for. So I'm throwing it out there for opinions. Is that over the line?

To be honest, after the way this has dragged on, I would be hoping that they offer you some form of compensation, by way of an apology

 

[fronobulax]

IMO Guild has no legal obligation to do anything more than fix or replace the instrument. It would be nice if they did something - SWAG, signed letter of apology from the CEO, etc. - but that is something they should choose to do and not be asked.

 

[12 string]

Frono is correct here.

 

[Wellington]

Boy it's certainly taking a long time, but no longer than several I stances I've heard from Martin, not that that excuses it though, just sad. I really hope I don't have to ever send my D-40T away for work!

 

[Guild McSeven]

Update: It turns out the customer service boss did try to call me back. Unfortunately, he called me back at the number I had called him from, and not the number I left for him in the message. As a result I didn't get the call, and it took a couple of hours before I received his voicemail. So that is not quite the lapse it initially seemed.

However. When I called him back, he did (very apologetically) confirm that the work is not finished today as promised, and the technicians went home without providing an update other than that it's a "difficult instrument." He stated that he believes I'm being more than reasonable, and he promised to make it his mission to get it moving on Monday. I agreed to talk on Monday. Afterwards, I texted him to add (politely) that I really want to know in what way it's difficult, and how that brought us to this point, and suggested maybe if they can't fix it they should replace it. I said I know they don't just have them lying around, but I'm sure they could build one in less time. So we'll see what he says to that on Monday.

Regarding the email link idea: I appreciate the willingness to help, but I feel like it would probably do more harm than good for them to get all those emails and have to reply to each one. It risks descending the situation into chaos, so I'm going to table that idea for now. But thanks.



Well, they were working today, as it turned out, so I would have to say either "yes" or "it isn't relevant here."

Dwarsifar,
Not sure if this was already tried but…..

Have you thought of talking to the Cordoba District manager, or Sales manager?
Go and talk to someone as high up as you can!
What have you got to lose at this point?

With all the time that has passed and all the repair difficulties, you have cause to reach out to upper management.
The music store you bought it from may be able to hook you up with their reps phone number.
In my opinion, the sales managers are the ones who could pull strings within the company!

I understand that you are very fond of this particular guitar and want it repaired etc. but if it were me…..
I would press for a complete new replacement!
It seems to me you should be able to make a good case when speaking to management.
If they are good managers, they could make you whole again with a new guitar and cut their losses.

Wishing you luck

 

[dwasifar]

Dwarsifar,
Not sure if this was already tried but…..

Have you thought of talking to the Cordoba District manager, or Sales manager?
Go and talk to someone as high up as you can!
What have you got to lose at this point?

With all the time that has passed and all the repair difficulties, you have cause to reach out to upper management.
The music store you bought it from may be able to hook you up with their reps phone number.
In my opinion, the sales managers are the ones who could pull strings within the company!

I understand that you are very fond of this particular guitar and want it repaired etc. but if it were me…..
I would press for a complete new replacement!
It seems to me you should be able to make a good case when speaking to management.
If they are good managers, they could make you whole again with a new guitar and cut their losses.

Wishing you luck

Yes, I already know who I will escalate to if need be: Jonathan Thomas. And I told the CS reps that would be my next stop. But once you say that, you have to give them a chance to avoid it before escalating; that's only fair, and we're in that stage now.

I have already brought up the idea of simply replacing the instrument, and I will again tomorrow when I talk again to the customer service boss. Specifically, I plan to ask exactly what has been done to the instrument, exactly what is left to do, and if it sounds like they're flailing to get it repaired, I'll ask for a new one instead.

IMO Guild has no legal obligation to do anything more than fix or replace the instrument. It would be nice if they did something - SWAG, signed letter of apology from the CEO, etc. - but that is something they should choose to do and not be asked.

That was my gut feeling as well. I asked only because the idea had been suggested to me (by my wife, actually), and I was gauging whether it had merit. But I think you're right.

 

[kostask]

Yes, I already know who I will escalate to if need be: Jonathan Thomas. And I told the CS reps that would be my next stop. But once you say that, you have to give them a chance to avoid it before escalating; that's only fair, and we're in that stage now.

I have already brought up the idea of simply replacing the instrument, and I will again tomorrow when I talk again to the customer service boss. Specifically, I plan to ask exactly what has been done to the instrument, exactly what is left to do, and if it sounds like they're flailing to get it repaired, I'll ask for a new one instead.



That was my gut feeling as well. I asked only because the idea had been suggested to me (by my wife, actually), and I was gauging whether it had merit. But I think you're right.

If you want to talk legalities, Dwasifar received a defective product (in that the bridge was not made of the correct material), or wasn't built to specification. Guild is required to address that. But there is a point to be made that Dwasifar has an expectation that the guitar would be promptly repaired. I would like to see somebody argue the point that the current situation fits the term "promptly". Anybody? In light of that, and to put it as succinctly as I can, Dwasifar did not buy a guitar to sit in Guild's factory awaiting repair, he bought it to play it, and has not been able to for an extended period of time, not because of anything he did, but because Guild did not build the guitar to specifications. I think a lot more than a bland "Legally all Guild is required to do is repair the guitar" is required, and I am sure that a court would agree. In the automotive world, this is why lemon laws exist. This situation is (to use the management word) "unacceptable".

 

[Guild McSeven]

Dwarsifar,
This is a terrible situation to be in for so long. I hope the people at Cordoba take heart and bend over backwards to make it right.
I am close to purchasing a NEW Guild D55, and have been looking seriously at a Cordoba crossover nylon As well.
I’ll be watching closely whether management resolves this as they should.
Two potential sales could be lost. I don’t want to have ANY issues due to poor customer service.
Just sayin’

 

[prairieschooner!]

July 3 to November 14.... Wow... and you are still being patient!! To me enough is enough and time to escalate.
Share this discussion with someone important. Or not and if not you know what you are in for.

 

[Roland]

I agree that this has gone on long enough and that there has to be some kind of intervention by someone higher on the food chain, but how do you go higher up? I'm afraid the higher ups are insulated from the unhappy customer by several layers. That is the frustrating thing, trying to work through it with the bottom rung on the ladder and having no other recourse. And the guy taking the brunt of it has no power to move things along. So what can one really do?

 

[davismanLV]

Also, you have to remember that usually a dealer would be involved in this situation. He's dealing with the company directly. Imagine having to deal with this with yet another layer of insulation if the dealer was involved!!

 

[fronobulax]

If you want to talk legalities, Dwasifar received a defective product (in that the bridge was not made of the correct material), or wasn't built to specification. Guild is required to address that. But there is a point to be made that Dwasifar has an expectation that the guitar would be promptly repaired. I would like to see somebody argue the point that the current situation fits the term "promptly". Anybody? In light of that, and to put it as succinctly as I can, Dwasifar did not buy a guitar to sit in Guild's factory awaiting repair, he bought it to play it, and has not been able to for an extended period of time, not because of anything he did, but because Guild did not build the guitar to specifications. I think a lot more than a bland "Legally all Guild is required to do is repair the guitar" is required, and I am sure that a court would agree. In the automotive world, this is why lemon laws exist. This situation is (to use the management word) "unacceptable".

OK. I'll back off a bit. There are California laws that require a resolution in 30 days although it is not clear whether Oxnard being in California and dwarsifar being elsewhere is a factor. There are a number of questions that could be asked about whether this is really a warranty issue but since Guild accepted it for warranty work that is not especially relevant.

Next time I think I will say "Legally all Guild is required to do is repair or replace the guitar in a reasonable time" observing that "reasonable" can be a point of contention and the penalties for an unreasonable time are unclear.

 

[fronobulax]

Also, you have to remember that usually a dealer would be involved in this situation. He's dealing with the company directly. Imagine having to deal with this with yet another layer of insulation if the dealer was involved!!

The Guild Dealer from whom you purchased your instrument may also be authorized for warranty service and should be the first point of contact when service of any kind is required for your Guild instrument. To receive warranty service, return the complete instrument to an Authorized Guild Service Center, with your sales receipt as proof of purchase, during the applicable warranty period.

Above from https://guildguitars.com/warranty-policy/ so it is pretty clear that Guild would prefer that the first contact be with the selling dealer or an Authorized Guild Service Center other than the factory.

This is in response to the comment about added complication with no claim that is is relevant to this particular situation because I have not memorized the complete story of what happened before it went to Oxnard.