uncle fester Posted December 11, 2023 Share Posted December 11, 2023 Hi All, I’ve got a 2018 J45 Vintage I bought new that the bridge is starting to lift off the body. ive opened a case with Gibson, got the auto email with with the case number, but haven’t been able to get a follow up to next steps (been about a month) Would any of you have contact info for a reliable service contact I can reach out to? thanks for any help. Rgds - Bill Quote Link to comment Share on other sites More sharing options...
Toddrich Posted December 12, 2023 Share Posted December 12, 2023 17 hours ago, uncle fester said: Hi All, I’ve got a 2018 J45 Vintage I bought new that the bridge is starting to lift off the body. ive opened a case with Gibson, got the auto email with with the case number, but haven’t been able to get a follow up to next steps (been about a month) Would any of you have contact info for a reliable service contact I can reach out to? thanks for any help. Rgds - Bill There is a phone number on their website. Try this +1 (615) 258-9553. I am involved in a warranty return with them now. I copied this out of my contacts but I may have more than one number, so if it doesn’t work just look online. It only took me a couple of days to get it sent off. Quote Link to comment Share on other sites More sharing options...
MorrisrownSal Posted December 13, 2023 Share Posted December 13, 2023 (edited) I’d try to reach Bozeman directly, and not through Nashville. Those folks are great and I am sure will help you navigate the bureaucracy, but they are the ones who ultimately repair and solve issues, no? I know one fella there. Don Ruffatto. Aces. https://www.chamberofcommerce.com/united-states/montana/bozeman/musical-instrument-store/2005601823-gibson-acoustic Edited December 13, 2023 by Salfromchatham Quote Link to comment Share on other sites More sharing options...
Larsongs Posted December 13, 2023 Share Posted December 13, 2023 What is it today where every Company wants your Money & your Business but they won’t Post their Phone numbers anymore for Customer Service? That’s like slapping your Customers in the face! Doing business in good faith is a two way Street.. If a Company doesn’t want me to Call them I can spend my Money somewhere else.. Not a problem.. Quote Link to comment Share on other sites More sharing options...
uncle fester Posted December 14, 2023 Author Share Posted December 14, 2023 Thanks all, will try the numbers recommended - appreciate the input! PS - Haven't posted in awhile but wanted to say hope all is well with everyone and happy holidays. Rgds - Bill 1 Quote Link to comment Share on other sites More sharing options...
fortyearspickn Posted December 15, 2023 Share Posted December 15, 2023 On 12/12/2023 at 7:19 PM, Larsongs said: What is it today where every Company wants your Money & your Business but they won’t Post their Phone numbers anymore for Customer Service? That’s like slapping your Customers in the face! Doing business in good faith is a two way Street.. If a Company doesn’t want me to Call them I can spend my Money somewhere else.. Not a problem.. In the other active "Customer Service Complaint' thread - the new Dove with the defect was replaced in approximately 3 weeks. So - I don't think it's Gibson that is slapping their customers in the face. Replacing a $3K instrument is a little more complicated than Amazon shipping out another tin of Popcorn and telling you you don't have to return the old dented one. And, obviously, it sets a level of expectations. One customer has an actual twisted neck and when he gets a well deserved replacement - another customer has buyer's remorse on a guitar with high action and wants his money back. PT Barnum, or WC Fields - You can't please all of the people all of the time. Quote Link to comment Share on other sites More sharing options...
Larsongs Posted December 15, 2023 Share Posted December 15, 2023 1 hour ago, fortyearspickn said: In the other active "Customer Service Complaint' thread - the new Dove with the defect was replaced in approximately 3 weeks. So - I don't think it's Gibson that is slapping their customers in the face. Replacing a $3K instrument is a little more complicated than Amazon shipping out another tin of Popcorn and telling you you don't have to return the old dented one. And, obviously, it sets a level of expectations. One customer has an actual twisted neck and when he gets a well deserved replacement - another customer has buyer's remorse on a guitar with high action and wants his money back. PT Barnum, or WC Fields - You can't please all of the people all of the time. It used to be you could call 1-800-4-GIBSON if I remember correctly.. It’s been quite awhile since I dealt with Warranty issues.. It’s not just Gibson. Very few Companies want to post a Contact Phone Number anymore.. I recently had an issue with my Pre Sonus Mixer Interface.. No phone Tech Support.. Email.. And there are others.. If a Consumer buys a Product from a Company they should be able to Call & talk to a live Representative for assistance to their problem.. Quote Link to comment Share on other sites More sharing options...
Toddrich Posted December 16, 2023 Share Posted December 16, 2023 Their customer service number is on the website. Quote Link to comment Share on other sites More sharing options...
fortyearspickn Posted December 16, 2023 Share Posted December 16, 2023 21 hours ago, Larsongs said: It used to be you could call 1-800-4-GIBSON if I remember correctly.. It’s been quite awhile since I dealt with Warranty issues.. It’s not just Gibson. Very few Companies want to post a Contact Phone Number anymore.. I recently had an issue with my Pre Sonus Mixer Interface.. No phone Tech Support.. Email.. And there are others.. If a Consumer buys a Product from a Company they should be able to Call & talk to a live Representative for assistance to their problem.. Fortunately, in your most recent thread (Wood Splitting on Guitars Side) you indicate Gibson is being immediately responsive to the issue you discovered this week on your 2001 Gibson Bozeman Masterbuilt J160. I'm guessing Bozeman cannot have enough knowledgeable people standing by the phones to answer questions of 100,000 potential callers, some of whom may be the 3rd or 4th owner of the guitar. They have to have a 'process': first to determine if it is a Warranty Covered issue, so the caller is informed of their options in terms of getting the repair done locally, cheaper as opposed to having it done in Bozeman. I'm guessing the side is solid mahogany and would be easy to repair. "Stronger Than Before" is what we always hope for. Quote Link to comment Share on other sites More sharing options...
Larsongs Posted December 16, 2023 Share Posted December 16, 2023 1 hour ago, fortyearspickn said: Fortunately, in your most recent thread (Wood Splitting on Guitars Side) you indicate Gibson is being immediately responsive to the issue you discovered this week on your 2001 Gibson Bozeman Masterbuilt J160. I'm guessing Bozeman cannot have enough knowledgeable people standing by the phones to answer questions of 100,000 potential callers, some of whom may be the 3rd or 4th owner of the guitar. They have to have a 'process': first to determine if it is a Warranty Covered issue, so the caller is informed of their options in terms of getting the repair done locally, cheaper as opposed to having it done in Bozeman. I'm guessing the side is solid mahogany and would be easy to repair. "Stronger Than Before" is what we always hope for. Whether it’s Warranty or not I want it repaired by Gibson factory.. Quote Link to comment Share on other sites More sharing options...
E-minor7 Posted December 17, 2023 Share Posted December 17, 2023 Good luck fester - this ain't supposed to happen. Quote Link to comment Share on other sites More sharing options...
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