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littlejohnny

Warranty Claim? Now what?

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Hi everybody, 

About ten years ago I started my 335 adventure. As a long time Gibson fan and player (Les Paul and acoustics) I started looking at es guitars and got my first on in 2010. Though I really liked the sound and the looks of that guitar, I sold it, since I could not get accustomed to the neck profile on this particular model.

Fast forward to 2017: I decided to go for another Es 335, after passing up a few good deals on the used market, I found the big box store around the corner was selling Es 335 with satin finish for an unbelievable deal, went there, played 5 or 6 of them and took the one that stood out home.

Though this guitar was really great, I finally came to the conclusion needed a nicer ES, the satin model was the cheapest model they had at the time, and I decided I wanted something nicer. I sold the Es 335  (which got stolen in transit, but thats a whole another story) , even sold my trusted and (ab) used Gibson Les Paul Standard from 1990, from which I was the original owner and some other stuff-

I played as many new and used es 335, drove quite some miles to get my hands on certain models that I was interested in, bought some online, returned them, checked out more used ones....finally I ordered a brand new 2018 Es 335 1963 reissue from the Memphis custom shop from a big box store. I was really determined to send it back, like I did before, but this time the search was finally over.

This guitar was everything I was hoping for, especially the neck and the sound of this thing sold me. What an amazing guitar.

After half a year, things went bad for whatever reason. I could not set up the guitar probably, I didn't not sound as good as before, I wasn't picking it up that much anymore.  As I said I owned and own Gibson guitars and none of them ever got babyed that much as this Es.

I had it set up at my local big box store and asked them about what I thought was wrong with the guitar, so said its fine.

So a few more month I still wasn't happy with the guitar I've spend so much money on I never spent on any other guitar, so finally I had it inspected by a good luthier, and he advised me to return the guitar asap. He saw a problem that no guitar and of course no guitar in that price range should have. So thats what I did like a month ago.

Two weeks after returning the guitar, the shop told me, they send it to Gibson Europe to be looked at and have it evaluated.

So now I'm here, with no Gibson electric  waiting for something to happen, and I'm pretty nervous about whats going to happen next, and how much it will take to finally get the ES 335 I want, or if its just not ment to happen at all. Maybe I should stick to my cheap mexican made tellys.

Any uplifting words or experiences with customer service in Europe are welcome. 

 

 

 

 

 

IMG_3820_zps9psce7xt.jpg~original.jpeg

Edited by littlejohnny

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I've had to send 2 Guitars back to Gibson for Warranty work a few years ago. One was my 2001 Gibson Bozeman Masterbilt J-160E & the other was my 50th Anniv. 1961 Epiphone Reissue Casino with Tremotone. In both cases the wait was long but well worth it in the end. Both came back as perfect as Guitars can be. Even including the Set up.

Luckily I have other Guitars to play while I waited fror ther return.. 

Hope yours comes back soon & as perfect as mine..

Larson

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While you write a nice story of your journey, you have not cleary explained what the PROBLEM is specifically. 

What did this "Luthier" explain as the problem where it needed to be sent back?

What was the setup problem you were not able to accomplish?

 

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Sorry for not mentioning whats up with the guitar, I thought it was fair to gibson not to explain what the actual problem is, before they get back to me. But I understand, that people here want to know after reading through the whole story. 

The guitar developed a twisted neck, which seemed to get even worse over time.  I took it out of its case and handed it to him and he said the neck is twisted instantly without a close look, after examining the guitar and the neck he advised me to send it back.

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A twisted neck would certainly explain why it couldn't be set up properly, intonated etc.  Since it is a set neck I would guess that they will replace the entire guitar, but maybe they will put a new neck on it?  If they just replace the guitar that can happen quickly.  If they decide to replace the neck then it will have to be returned to the factory in USA, repaired, and shipped back so that will take a lot longer.  Either way I'm pretty sure patience will result in a satisfactory conclusion to the problem.

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Ok, got it.

While it sounds serious, is usually fixable.  The neck gets placed in a heated clamp sometimes for a day or so, not sure of the duration as it depends on how badly it's askew.   But that will usually correct things.  I know a few ppl this has happened to, and their guitars were in fact fixed and playable again.  What causes this is another question. 

Often times it's a humidity problem.  so based on climate and where the guitar spends most of its time has a lot to do with it.  In both cases with my friends guitars'  they had their guitars on wall hangers, not cased, and just left them there without much regard for concerns for how dry or humid the environment was.  Your mileage may vary, but this is what appears to have caused these incidents.   they've since abandoned the wall hangers and keep their guitars cased. One was a Custom Shop ES-339, the other was an ES-175   Both rather costly guitars.

Customer Support should be able to do the right thing here,  (Fix or replace)

 

Edited by kidblast

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I though Gibson's out of the USA were warrantied for one year. How long have you had it. The last date I see your talking about is an '18.

Edited by Sgt. Pepper

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A new Guitar should be without serious flaws.. A twisted Neck is a serious flaw.. A repair couldn't guarantee it won't twist again. Making it an unsatisfactory resolution IMO. It should be replaced with an flawless new Guitar. That's what he paid for.

Gibson has always done right by me. I'm sure they will do the right thing..

Larson

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If it’s been accepted by Gibson as a valid warranty claim, you’re in business & you’ll just need to wait it out.  Of course, you can also ask for periodic updates to try to assure that the process is moving forward.

Hope it all works out well in the end.

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On 2/19/2020 at 2:17 PM, kidblast said:

Ok, got it.

While it sounds serious, is usually fixable.  The neck gets placed in a heated clamp sometimes for a day or so, not sure of the duration as it depends on how badly it's askew.   But that will usually correct things.  I know a few ppl this has happened to, and their guitars were in fact fixed and playable again.  What causes this is another question. 

Often times it's a humidity problem.  so based on climate and where the guitar spends most of its time has a lot to do with it.  In both cases with my friends guitars'  they had their guitars on wall hangers, not cased, and just left them there without much regard for concerns for how dry or humid the environment was.  Your mileage may vary, but this is what appears to have caused these incidents.   they've since abandoned the wall hangers and keep their guitars cased. One was a Custom Shop ES-339, the other was an ES-175   Both rather costly guitars.

Customer Support should be able to do the right thing here,  (Fix or replace)

 

How many guitar stores use wall hangers? Most if not all of them.  How many humidify the room the electrics are in? Non of them.  Well a few might but if they do it's rare. I've been to Carters Vintage and Gruhn's and seen 10k guitars on wall hangers. 

Edited by Sgt. Pepper

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9 hours ago, Sgt. Pepper said:

How many guitar stores use wall hangers? Most if not all of them.  How many humidify the room the electrics are in? Non of them.  Well a few might but if they do it's rare. I've been to Carters Vintage and Gruhn's and seen 10k guitars on wall hangers. 

what ever man. 

 

tell ya what  I'll follow up on your posts, and reply that you're full of crap too    that will be fun right?

Edited by kidblast
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1 hour ago, kidblast said:

what ever man. 

 

tell ya what  I'll follow up on your posts, and reply that you're full of crap too    that will be fun right?

Ok if you need to but what in my last post did I lie about. I didn't say you were full of crap but every guitar store uses hangers and if they damaged instruments I doubt they would use them. Look here is a picture at Gruhn's any guitar/instruments on hangers?

kPipPD6.jpg

Edited by Sgt. Pepper

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28 minutes ago, Sgt. Pepper said:

Ok if you need to but what in my last post did I lie about. I didn't say you were full of crap but every guitar store uses hangers and if they damaged instruments I doubt they would use them. Look here is a picture at Gruhn's any guitar/instruments on hangers?

kPipPD6.jpg

wow you go to music stores huh,  I've never been to one of those...

look  lets end this bs..  I said " Often times it's a humidity problem.  "  did I say the only cause would be this?  no  I didn't. . Stop it.. 

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You guys get mad at the stupidest sh!t. Grow up snowflake. 

you just can't f--ng  help yourself can you..

listen pal,   don't call me a snowflake. 

not mad, just don't put words in my mouth (post) that I never said (wrote)

that said I'm sure we can both get past this, like adults should be able to,   right?

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"You guys get mad at the stupidest sh!t. Grow up snowflake. 

you just can't f--ng  help yourself can you..

listen pal,   don't call me a snowflake. 

not mad, just don't put words in my mouth (post) that I never said (wrote)

that said I'm sure we can both get past this, like adults should be able to,   right?"

 

As far as this line of the thread goes:

You were the one who started embedding  judgemental statements and offending language into this thread, so don't complain if it comes back to you.

And yes, me too thinks  the wall hanger /high humidity theory with reference to twisted necks is complete nonsense. Besides that, its totally  not reasonable/logical why Gibson should do something about a guitar that was damaged by wrong treatment, as you were implying.

Edited by littlejohnny

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23 hours ago, littlejohnny said:

 

 

 

As far as this line of the thread goes:

You were the one who started embedding  judgemental statements and offending language into this thread, so don't complain if it comes back to you.

And yes, me too thinks  the wall hanger /high humidity theory with reference to twisted necks is complete nonsense. Besides that, its totally  not reasonable/logical why Gibson should do something about a guitar that was damaged by wrong treatment, as you were implying.

You're right.  I was out of line,  no need for any of that, my fault 100%. Sgt. Pepper was only stating a valid opinion.

Good luck with the repairs, I hope they get is sorted out for you

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12 hours ago, kidblast said:

 

 

You're right.  I was out of line,  no need for any of that, my fault 100%. Sgt. Pepper was only stating a valid opinion.

Good luck with the repairs, I hope they get is sorted out for you

We buried the hatchet and made nice.  It sucks when a guitar gets jacked up and the warranty is not worth the paper its written on. 

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Has the OP said anything about the Warranty not being worth the paper it's written on?

I've had 2 Warranty jobs done at Gibson Factory.. They were good to work with & both Guitars were repaired & returned better than new.. They exceeded my expectations on both occasions.

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AFAIK, a warped neck would be covered.  The 2 guys I know that had a similar problem got it repaired under warranty claims, so that hopefully would apply here.

I think part of the problems are outside the USA.  I recall a few situations posted here on this forum where people customers in Europe have had a bit of a time getting through to the right people to get an issue resolved.  Gibson Customer Service eventually got it right though, it just took a bit longer.

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I read the OP again. It looks like he got it in within the one year period.  I thought since he said it was a new 2018 the 1 year warranty would be up since its now 2020. I guess now Gibson Europe is evaluating it. 

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In Germany there's  a 2 year period, so no problem on that side. The shop was willing to take it in and yes, they send it to gibson.

I send an email to gibson customer service yesterday, but haven't heard back yet.

 

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1 hour ago, littlejohnny said:

In Germany there's  a 2 year period, so no problem on that side. The shop was willing to take it in and yes, they send it to gibson.

I send an email to gibson customer service yesterday, but haven't heard back yet.

 

 

Both of my Gibson Warranty experiences did take time. In both cases I had 1 Customer Service Rep that I corresponded with via email.. That seemed to keep everything on track.. It did take a while for the Repairs to be done. Definitely not an overnight thing... It could take a couple months..

I hope you have other Guitars to play in the meantime.....

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