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DISAPPOINTMENT by Gibson Europe Customer Service - "Have nots" Read on


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Here are some answers i received from Gibson Europe Customer Service, concerning the questions most of us "have-nots" keep asking.

Read and Weep:

 

Q: When should i expect delivery of my DF? The dealer has been already asked and replied that he has no info from you

A: The Dark fire is still on hold until further notice, so no guitars have been shipped yet.

 

 

Q: In case an RMA is needed, does Gibson Europe service center undertakes the fixes or the guitar has to be shipped back to US?

Will i have to send the guitar directly to Gibson Europe or back to the web dealer, who in his turn will send it to you? I don't think that Thomann Cyberstore can undertake the task of the "middleman", but you may know for sure so as to inform me, given that Thomann is in the authorized DF dealers list in Gibson site.

A: It depends on many things if the guitar needs to be shipped back here or to the dealer, but normally the dealer is always the first point of contact for warranty cases

 

Q: Can you also verify that in case the guitar comes with problems, i will not have to pay for transportation costs (which should be huge given the guitar's weight and distance from my home location to Gibson Service)

A: For possible transportation costs; that is something you would need to take up with the dealer themselves

 

Q: Finally, please let me know whether the RIP will be included in the guitar package and if not, what should i do to obtain in, given that i live in Greece (and will there be any extra charges for me in this case?)

A: The Rip packages have started to ship; they come separately from the guitar, but these costs are included of course

 

I have to say i did't like these answers AT ALL... Actually, they should not be considered as "answers" except the verification about the separate shipment of RIPs.

 

Disappointed by Gibson Europe CS!!!!! :-k

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Thank you, for sharing this info, though it is a bad news.

Only good thing is Gibson will propably search the DF's for errors and fix all things, that are known already, including fixing MCK and toggle-switch and looking after the sharp frets.

I would be very disappointed, if Gibson delivers any DF to Europe, without fixing all known issues.

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Har, it seems you were right in the thread "delivery of DF" when you said:

 

I don't think the RIP is included. In another thread is written' date=' Gibson will start delivering the RIP either 21st or 23rd of January, i'm not totally shure which of these two days was mentioned.

If you add a minimum of 6 weeks for shipping to Europe, passing the customs and reaching the dealer, it would be in the middle of march until we get our DF. So if the estimated delivery date from Thomann and my dealer is correct, the RIP can't be attached.

On the other side it might be, that Gibson is never intending to ship the RIP together with the DF, because in this way you have to register your guitar and Gibson knows where all of them are.

However, i hope Gibson will deliver the RIP by air mail.[/quote']

 

it seems you are a prophet...

 

Anyway, these answers were the reason i switched my avatar to my lovely ESP M-II urban camo ! (ok it's a joke... but then the answers above are a joke as well)

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Here are some answers i received from Gibson Europe Customer Service' date=' concerning the questions most of us "have-nots" keep asking.

Read and Weep:

 

[b']Q: [/b]When should i expect delivery of my DF? The dealer has been already asked and replied that he has no info from you

A: The Dark fire is still on hold until further notice, so no guitars have been shipped yet.

 

 

Q: In case an RMA is needed, does Gibson Europe service center undertakes the fixes or the guitar has to be shipped back to US?

Will i have to send the guitar directly to Gibson Europe or back to the web dealer, who in his turn will send it to you? I don't think that Thomann Cyberstore can undertake the task of the "middleman", but you may know for sure so as to inform me, given that Thomann is in the authorized DF dealers list in Gibson site.

A: It depends on many things if the guitar needs to be shipped back here or to the dealer, but normally the dealer is always the first point of contact for warranty cases

 

Q: Can you also verify that in case the guitar comes with problems, i will not have to pay for transportation costs (which should be huge given the guitar's weight and distance from my home location to Gibson Service)

A: For possible transportation costs; that is something you would need to take up with the dealer themselves

 

Not wanting to be an angel of doom but I am not surprised by these answers (and had predicted this to be the case in previuos threads), it's like we all suspected this but let our hearts and not our heads rule. Gibson have had some major issues with the release of this guitar and are doing their best to fix them. However if you think they have a duplicate set of the specialist equipment on hand at Europe Customer Services to fix any DF's I think you are kidding yourselves, it will be a round trip back to Nashville to effect repairs.

 

As far as any RMA the dealer should pick up the shipping costs but as for any warranty work X amount of months in the future some of us who buy on line may be in for a nasty surprise, best to get confrimation in writing from your respective dealer before taking ownership.

 

And FWIW I predict April 2009 will be the earliest we see DF in the UK based on other Gibson releases, I may be wrong but I didn't see any 2008 LP standards on sale until very late in 2008, I brought mine back from the US in July last year and scanned the net to get a UK price and there were none.

 

Gear4Music in the UK show an estimated delivery of 13 March 2009 which was originally 17 December 2008 when I ordered mine, having spoken to them they seem to be on the ball and regularly check with Gibson for updates.

 

Finally if you think about it 4000 DF's worlwide and only a handful of posters within this forum many of whom have had problems so if the DF has been subject to unprecedented demand where are the other thousands of customers? and are they having problems? this could all equal a substantial back log at Nashville for repairs.

 

Hope for all the Have Not's I am wrong and end up eating my own words, good luck to all future DF owners!!

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I spoke with my dealer today. I asked him if he had any Idea as to when he would be taking delivery of his assignment of Dark Fires His reply was "not an F***ing clue pardon my French".

For me that says it all, if the dealers don’t know then it’s not going to be any time soon, I just hope this extra time spent waiting is for the right reasons and the products that we eventually receive are in full working order and free of defects.

However if we are just left waiting then so be it, there is not a whole lot that can be done and I am sure that all of the Have’s Not’s have more important things going on than to worry too much about a guitar.

It will arrive sooner or later

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Did I understand right... guitar is on hold' date=' but they are sending RIP to you?[/quote']

 

You can't be getting the RIP without the guitar as you would need to call Gibson to register for redemption with the sales receipt number etc which you would get once you get the guitar I suppose. I am guessing all new DF's from now on will be sent with the RIP at the same time.

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I am guessing all new DF's from now on will be sent with the RIP at the same time.

 

Based on the Customer Care replies I posted above, this is not going to happen:

 

"Q: Finally, please let me know whether the RIP will be included in the guitar package and if not, what should i do to obtain in, given that i live in Greece (and will there be any extra charges for me in this case?)

A: The Rip packages have started to ship; they come separately from the guitar, but these costs are included of course"

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Again providing some more replies from my dealer (Thomann Cyberstore) this time, concerning the actions that must be taken in case a fix is needed to the guitar. This concerns maybe other people who have ordered their DF online and live away from the "source":

 

Q:

1 In case my DF comes with problems can you verify that i must send it to you and then you undertake the communication / transportation to Gibson and back to me?

2 If the assumption above is correct, can you verify that i will not be charged with transportation cost for sending the guitar back to you? I live in Greece and transportation cost from Greece to Genrmany could be huge. In any case i think that transportation cost (from the buyer back to the dealer) for an item initially delivered with malfunctions, should be the dealers' responsibility/charge (you in this case). Please verify the above or provide your different views as soon as possible, since depending on these answers i may have to cancel my current order

 

A: If the item is delivered with any issues, then it must be returned to us (the dealer). If the return is actualised within 30 days from delivery date then the transportation cost is covered by us. If the return is made after the first 30 days but within the 3 year Thomann guarranty period, then again the item must be sent to us, but you will have to undertake the transportation cost

The communication with Gibson, service and the return of the fixed guitar to you is covered by us, throughout the 3 year period

 

Bottom line: I 'm not cancelling my order and i 'll keep my figers crossed!

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No Elentric, maybe i wasn't clear on this one...

 

the 3 year guarrantee is an added value offered by the dealer (Thomann), not Gibson.

I guess Europe will have the same Gibson guarrantee as USA, this means that in case i identify some problems during the second year, Thomann will undertake the transportation cost, but the repair cost etc. will be charged to me

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I would double check that - because in the UK and Europe local laws mandate more than our one year warranty.

 

http://www.thomann.de/gb/compinfo.html

Selling the best products at the best prices that's our goal, and to satisfy our customers is our motivation. Excellent service is no less important. We want you to get the most out of your time and money while shopping with us, and therefore we have devised our own credo: Added Value. For instance, we've offered a general 30-day money-back guarantee since 1995 - long before the EU came up with legal regulations for mail order purchases. On top of that, in 2005 we decided to offer an extended warranty period of three years - off our own backs! Service means more to us than smiling employees, it's the smile in the faces of our customers.

But why don't you stop by and get a taste of the "Thomann spirit"? You're always welcome to visit us at Musikhaus Thomann in Treppendorf near Bamberg (Bavaria, Germany). This is how you get here.

Sincerely,

Hans Thomann

 

http://www.thomann.de/gb/helpdesk_warranty.html

 

3-Year Warranty

Your purchases at Thomann are backed up by our 3-year warranty, i.e. we extend the manufacturer's warranty period (usually 12 months) to a full 36 months - at our own cost, there's no extra charge for you!

 

 

 

Why do we do that?

Because we stand by the products we offer.

We are an authorized dealer of all the popular brands and offer high quality own brand products as inexpensive alternatives.

We take greatest care to offer quality products only. If a product does not meet our quality standards, we won't include it in our catalogue, no matter how cheap it is or how well that manufacturer's other products sell. Our quality control and our six service & repair workshops ensure the best possible quality for you and the fastest possible help in cases of failure. That's why we dare to extend the manufacturers' warranty period to three years.

 

Are there exceptions?

Perishable items such as strings, drumsticks, batteries (also rechargeable ones), tubes, bulbs and crossfaders are of course not returnable (go figure :-) ). Signs of wear are only covered, if they occurred despite appropriate care or because of demonstrably bad workmanship. In other words: even an expensive trumpet looks pretty bad after a while if you don't wipe off sweat and spit. We're very obliging, but neither we nor the manufacturer can be held responsible for inappropriate care :-)

From now on, the respective instruments are delivered with basic care tips. For perishable items as well as products whose manufacturer offers a warranty period longer than 3 years, the manufacturer's warranty is valid, of course.

 

What if something is broken?

Before you return an item, please contact our customer service department. Our warranty is valid for all purchases since 1 March 2005. You don't need any papers except your invoice number (your customer number usually suffices, too). Please contact our customer service team in the first instance as they can advise the next best possible step.

 

What if something is beyond repair?

A product that is beyond repair is exchanged for a new product. If the same model is not available anymore, we'll offer you an alternative product in the same price range or will refund the full amount you paid. That's right, even toward the end of your 3-year warranty period. However this naturally applies to proper usage of the unit or article purchased.

 

Legal diploma or what?

The implied warranty of 24 months remains untouched, but since we extend the express warranty, that's of little consequence for our customers. Moreover, we spare both you and ourselves the trouble of explaining the difference between implied and express warranty (even offside rules are simpler than that). But if you're into correct legal terminology, take a look at our terms and conditions :-)

 

Any questions?

If you have questions, remarks or want to suggest improvements, we're always listening and help as best as we can. Please contact our Quality Control Department. Thanks a lot!

 

Your contacts in cases of warranty claims:

department: Quality Control

email: qs@thomann.de

phone: +49-9546-9223-1010

fax: +49-9546-9223-475

 

 

 

The Dark Fire MCK is NOT a Perishable item - like a DJ Mixer crossfader. The MCK should be covered by the Thomann 3 year warranty

 

 

Ask them if they ever dealt with 2007 original Robot MCK warranty Repairs??

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