Leon2365

In other news though, somehow a family member called custoner support for me out of superstition and low and behold, they got through to someone within 30 seconds. My mind was absolutely blown at this. Upon talking with the rep they told me to send an email to an address that was previously stated here on this thread by another user. Before letting them go though I asked if it was rhe same address as the one on the customer service section of the site here because I had already sent 3 than went unanswered. They didn't even know that any sort of address or email form existed on their site at all. This new address got me a response right away and I am now in the process of getting my instrument taken care of. Say what you want about superstition, but from now on, when I need customer service of any kind anywhere, I'm having this family member call first.

I have not. I wasn't aware I needed to as there was nothing included with my instrument to tell me to do so, nor did I know it was an option. I shall get on that right away.

Sadly I have not due to the place being very far and I having no car. The last time I was able to go there, it was a one man operation and he was over a month behind with work on other instruments.

Thing is I bought it directly from the epiphone website

Is customer support even existent these days? I've been waiting over a month and a half now for a reply to 2 different emails I've sent about a guitar developing a Crack on the fretboard after 3 months of very light use. I've just sent a 3rd one today and am wondering if they will ever get back to me on this or if they are just waiting for my warranty to run out so they can say "there's nothing we can do cause you contacted us too late" The reason I'm thinking that is a possibility is because I sent them an email asking about the action and strings the guitar came with and they replied within a few days. But now that it's about seeking a replacement instrument or a refund I'm getting complete radio silence. I tried calling over the phone as well and gave up after no one answered for 20 minutes. Does anyone know of a way to actually contact someone from Gibson/epiphone short of going to their fancy new museum/display store?

I'm still waiting for customer support to get back to me via email. 2 weeks now and nothing so I'm probably gonna just call over the phone.

You and me both. This is something I'd expect several years down the line from a $900 guitar, not in 3 months. My $250 Jackson Rhoads js32t has gone on over 7 years and counting without any sort of major cracks like this appearing.

These are their newest guitars from the prophecy line so id have to assume it's something recently made. As for the raising of the fret wire, I hadn't even thought of that tbh. And I have contacted them through their support page but it's been a week already with no reply so tomorrow, which will be a Monday for me, I'm gonna call them on the phone instead.

The pic is up there btw

Not the best quality cause of the compression but the regular photo is too big to be uploaded here directly apparently.

Took a lot of fenagling but I think I finally got the pic hosted on imgur so you all can see: http://imgur.com/gallery/slyVp6v

I honestly have no idea what the indoor humidity is. It has been really hot lately though. According to outside humidity it's in the 60% but I don't have a way of gauging what it's like inside unfortunately.

Alright then, so this is another call upon the community to examine a situation to see if it's something normal or if it's a defect in workmanship as I've never owned an instrument this expensive or from this brand before. My question here today is, after having owned my epiphone prophecy extura for only 3 months, not using it daily and storing it inside of a hardshell case where it is not mistreated at all, is it nor.al for a Crack to show up on the fret board? It goes from the 17th fret all the way down to the bottom of the fret board past the 24th fret. I personally feel like this is a discrepancy with the craftsmanship of the instrument considering I don't even use it daily, but hey, I could be wrong. What do you all say of this situation?

So in the end I had to just cut a hole into my existing epiphone explorer hard case and remove some of the Styrofoam inside to get the upper horn of the extura to fit inside nicely. The fuzzy interior stayed so as not to scratch my instrument and all in all, for a DIY fix, I think it's rather nice.

You'd think it would, but sadly it is not exactly the same. The upper horn where the switch is on an explorer is at least twice as long. So sitting in an explorer case [cause I did mention that I bought an epiphone hardshell explorer case] that horn is a few inches too long to sit comfortably in the case.

Is there any case out there that an epiphone prophecy extura will properly fit in without modification? I bought a hardshell epiphone explorer case but the extura does not fit inside it properly. I'd have to rip out about 2-ish inches of the material inside myself if I wanted it to fit inside. So I was wondering if anyone knew of any proper cases out there that the extura would fit inside of? Preferably a hard shell case. It's a $900 guitar so I'd want just a tad more protection for it than a gig bag. Thank you all for your time.

Fair enough. I guess maybe in the far future if I ever decide to buy another new guitar haha. Cause atm now it's the fact that there is no case for this thing. Xp But I've gotten to try it now and at the very least it works wonderfully and sounds amazing. If I get another directly from these guys in the future and it comes out like that, ill be sure to try the phone call first.

For me personally I suppose it's the whole process of having to deal with customer service for long periods of time on the phone. Not to mention that I had to send several emails before eventually getting a response. And mind you it was a response to the same email I had sent before I even received my guitar asking about the string gauge and the brand. I had to dig that one up, reply to it asking if it was a monitored email where I could get a response with an issue, and then wait for them to reply with the whole list of certified techs. Not once did they mention they wpuld be willing to take mynguitar back ro fix it themselves, they didn't mention they could send me a new one, they didn't even mention that I should try talking to them on the phone. Combine all that with the fact my customer service experiences over the phone with other companies have always taken extended periods of time and multiple phone calls to resolve the issue and you have my own personal reasons as to why I usually try to avoid the phone as much as possible.

So after a long time [and a lot of other spontaneous nonsense pertaining to other parts of life] this is what became of all this: Several emails later and a week and s half of waiting after I got my instrument direct from epiphone, they finally told me I should take it to a tech under their certified list to get the instrument repaired. Luckily, there was one shop that was right across from the guitar center I know how to get to [oddly though, no big name stores like guitar center or Sam ash are on their certified list] I took my guitar to them and it turns out it's a one man shop and he tells it to me straight that he id a month behind on his work. He shows me a back room lined with about 50+ guitar cases and he says they all still need to be done. He asks me if I don't have a case for it [which I didn't at the time] and I said no because the one I ordered from guitar center is on backorder. EVERYWHERE had the specific case that I was recommended back ordered. So he gave me his card, told me to call him back in a month and he will see if he can take me. This was back on April 24th, a day after my birthday. So after some deliberation I decided to just take it to guitar center to get it set up there. It will cost me money, but it beats waiting for a month for a guy that potentially might not even be able to take care of my instrument right away anyway. Fast forward to today. My epiphone explorer case FINALLY arrived, and I get to guitar center. The frets are perfect, the guitar is set up to the way I like it, but then when I go to put the instrument in the case, it doesn't fit. As a reminder I bought an epiphone extura and the case is for an epiphone explorer which is what I was recommended to get. So I took the guitar across to Sam ash, they didn't have any either but they said they would call some case makers and see what they could do for me at least. Had to call an uber to get me hoke since I don't have a car and taking a guitar on the bus and train out of its case is not something I plan on doing. So I have my guitar home now, frets no longer sticking out to the point of slicing my hands up, and I'm waiting to hear back from the guy at Sam ash on if they can find me a case or not. If they do, I'll return this epiphone explorer case I bought. If not, I might just have to manually cut the few odd inches that prevent the guitar from fitting myself and pretend it was a case for my guitar to begin with.

Now if only customer service would actually reply to my emails about this. I find it funny that before I got my guitar I asked them what kind of strings it had and the gauge they were and they answered immediately within a day or two. Asking them about this bigger issue and it's already been almost a week without a single reply.

So I recently bought an epiphone prophecy extura directly from the epiphone website. I was super excited to try out this new guitar but when it arrived I noticed a small problem: All the frets stuck out along the neck and leave cuts on my hands and fingers whenever I rub them while trying to play. I was just curious if this is a normal thing or of its a defect in which I should return the guitar to epiphone. For such a cool guarantee that they put in the box with my instrument, this sort of problem doesn't seem to match up with the quality they are assuring me off. Also, I'm asking this here since I emailed support and they haven't responded so I thought maybe the community would know of this is common place or if I should keep waiting for support to get back to me.