MjrPaynendaz

You know, that was my original plan, run by Guitar Center which is about 20 minutes away, let them look at it then, go from there. My ‘mistake’ was contacting Gibson Customer Care for a wiring schematic for my 2013 Gibson “Roxy-Frank Zappa” SG. In my email I “mistakenly” mentioned my Custom Shop Nick Lucas ‘Warranty’ issue. They’ve been directing me back and forth since October 2022. I offered pictures. No response. I’ll eventually post pictures and the entire email thread just so everyone else can try to understand Gibson Lifetime Warranty and how to go about having an issue addressed. I appreciate all the experienced replies. Kinda surprising what some have been through. Glad to see some ended up well… for the Player/Customer.

It’s supposed to be a Human Lifetime Warranty, not a Great Dane, as far as my understanding was when I purchased the guitar.

You understand correctly, unfortunately. I’m retired, have plenty of time on my hands so, I’ll just keep posting about their “Warranty” and maybe even make a detailed YouTube video naming names, ridiculous responses from them and details of the damage just as a warning to others about how their LIFETIME WARRANTY really works. (For them) Thanks for responding. I appreciate all the input from Gibson players and am quite surprised at some of the repair stories.🎸

I’m coming to understand I’ll definitely need “luck” in dealing with the Custom Shop. I had NO idea what I was getting into just trying to file a claim. I don’t mind it getting refused, I just want it looked at and if I need to pay for it, no problem. They seem to have a HUGE problem issuing RM numbers which seems to me they must be backed up with repairs, warranty or otherwise. Thanks for the “Luck”. 🎸 All you Gibson guys are awesome. Wish Gibson Custom Shop was.

Doesn’t 45-55% mean just that, whether humidified OR dehumidified? I was under the impression for my last 30 years or so 45-55% was perfect. What a, I missing. All my guitars are perfect, except this one, single Gibson Custom Shop. I’m guessing you just can’t win since so much is subjective. I’m still gonna be pissed about this entire thing but not going to fret over it any longer. I just won’t give Gibson Custom Shop my hard earned money any longer, especially with their BS “Lifetime Warranty”. I learned a good lesson re: Warranty and Gibson. I’ll let the professionals deal with it. Thanks for the post, I appreciate all the other lessons learned out there regarding Gibson Warranty and there are plenty. 🤙

50%, forgot to mention. Never over 55, never under 45. NEVER.

12 months a year, and it’s humidified BECAUSE of my guitars. Just to clarify.

This guitar is home kept, never outside, 72 degrees, in a/c so over humidified isn’t the issue. I have assorted Gibson, Martin and Fenders (elec) and have owned acoustics for 50 years and never had this issue. This guitar is showroom perfect… except for the bout crack, now. I’m just shocked and disappointed how they treat their customers once that sale is made. My post is just a warning not to believe their BS “Lifetime Warranty”. Don’t claim it if it ain’t so. That’s just false advertising and now, Breach of Warranty . We’ll see. I’ve already wasted too much time on this and am leaving it to others to sort it out. I don’t have a problem paying for the repair, especially if it’s something I’ve caused but, want to know how I caused the crack so I can correct the ‘error in my ways’ so it never happens again. Thanks for the reply and advice!

Just to clarify the response I received from Gibson Custom Shop Warranty and Repair. I was told, “the guitar is a little over 7 1/2 years old so it’s past the time for a manufacturing defect to appear”. That doesn’t sound AT ALL like a Gold Non-Transferable LIFETIME WARRANTY. Has Gibson Custom Shop fallen this low to no longer honor their Lifetime Warranty for the original purchaser and to not even look at the guitar? I mean, if they found it’s NOT a defect in materials/workmanship or even the design (due to the extra width of the body and Koa back and sides). I have NO problem paying for a repair myself, since I’d also like to get an acoustic pup installed at the same time as the repair. I’d hate to have to get my attorney or a Specialist Warranty attorney involved but no one will respond to my issue. I’m passed back and forth between departments with each sending me back to the other. This has been going on since October 2022. This is NOT the Gibson I’ve been loyal to and dealt with for over 50 years. I can only assume there’s something going on internally with Gibson to just ignore a documented Warranty Issue/Claim. I can’t send it without a RM number and no one will send me the RM# they promised to send. Just wanted to let everyone know about the 7 1/2 year “Lifetime Warranty” Gibson is now covering their Custom Shop Guitars with, according to Terry at the Custom Shop. (hate mentioning names but I’m over what appears to be a, now, very sketchy “Lifetime Warranty” and their failure to even look at the guitar) I’ll update if anything new transpires once the Breach of Warranty gets addressed. Thanks for all the input, guys!

I’m in the US, Florida, original owner and it’s a top bout crack (side) on a right handed guitar. The guitar is pristine, well cared for, no scratches, no dings anywhere and purchased from Musicians Friend. Crack starts and runs mid-side from high point of front bout, down through the valley and up into the back bout and is cracked all the way through. The guitar is wider at nearly 7 inches than normal and back and sides are Koa. I don’t know if the width and material made a weak spot or what. Case kept unless playing then I’ll use the stand but never left out of the case otherwise. I’m baffled. I appreciate the response!

Has anyone else had a problem getting a response from Gibson Custom Warranty Department about a major problem with their instrument? I own a 2015 Nick Lucas Koa Elite that recently (Oct 2022) developed a through body crack in the upper bout around mid width and roughly 8 inches long. I’ve been in contact with Customer Service and the Repair and Restoration Department and have been passed back and forth, and now, all communications are being totally ignored. They stated they were going to send me a RM number and have yet to receive it and NO ONE will any longer reply to my emails or online requests for repair, or even address my attempted warranty claim. I’m just trying to either get it looked at by their warranty Dept. And fixed under what they ‘call’ a Lifetime Warranty, or if deemed not a Warranty Issue, have it fixed at my own expense. It’s next week it will be SIX MONTHS since this process started and I’m no where closer to having my issue addressed than I was the day BEFORE the issue arose. Anyone else having issues with the Custom Shop addressing a Warranty Claim? I’ve never been totally ignored when trying to file a warranty claim by ANY company, much less, a company I’ve purchased products from for OVER 50 Years. I’m deeply saddened if this is their new business model. I was told by one of the first people I contacted (I won’t mention names at this point) that, “It’s 7 years old so I doubt it can be a material or workmanship defect”. I’m sorry if I misunderstand the term LIFETIME WARRANTY. I own three other Gibsons, Yamahas, and Fender Electrics and have never had an issue with wood separating in my, now, 68 years. I’m trying my best NOT to escalate the issue beyond Gibson and myself but, am running out of patience at this point. Any advice, names in management I can contact or relevant issues/experience any of you guys may have had with Gibson “LIFETIME WARRNTY” claims? I’m still dumbfounded with their lack of concern with my issue and ghosting me now. Thanks guys (and gals, of course)!,