sambora Posted May 2, 2008 Share Posted May 2, 2008 Took the advice and mailed Gibson Customer Services Europe...what a crap reply I might as sling the guitar in the bin as far as they are concerned all I got were questions and no help. I explained that the guitar or warehouse would have logos and spare parts and I would pay for them but to no avail. But not unusual in the industry I'm afraid, when I worked at Fender UK many of my colleagues couldn't give a monkeys to sort out a customers problem,unless they were a major retailer, then we would over flames to resolve the issue, whereas I would whip downstairs in the warehouse or returns area and rip a piece off a guitar and send it in a jiffy bag. If someones son or husband were sick in hospital I would fill a bag with picks, packet of strings and a strap and sent it with a compliment slip no charge. It cost me nothing and took a few minutes of my time.The rant i over but the industry sucks unless you want to buy a new guitar then they are all ears. If anyone from Epi or Gibson read this don't take my word for and contact them they know who I am! Link to comment Share on other sites More sharing options...
Biff Posted May 2, 2008 Share Posted May 2, 2008 I think one of the problems with the Epiphone spare parts (among other things) is that until the Qingdao factory started, Epis have been manufactured by a number of manufacturers in different factories all over Asia, with different parts and specs that even Epiphone can't keep up with (which you can clearly see on their web site and guitar specs). It's like asking the local McDonalds about the ingredients of the Big Mac that you ate in China last year... Besides, Epiphone is a budget brand which is sold on the side with Gibsons, without much respect for the brand (at least here in Europe). I don't think they give a rats arse about customer relations here either. Link to comment Share on other sites More sharing options...
sambora Posted May 2, 2008 Author Share Posted May 2, 2008 Cheers for your views fella, the very fact that shows that forums like these exist shows that the interest and desire is all from the customer and user but manufacturers only seem to care about the ching ching factor...trouble is...is I love the beautiful guitars they make and the sounds they produce so maybe I'm a sucker!..This forum is triffic!! Link to comment Share on other sites More sharing options...
charlie brown Posted May 2, 2008 Share Posted May 2, 2008 Well, we know they (Gibson/Epiphone) "monitor" (at the very least) the forum, from time to time...because they will delete things they don't feel are worthy of discussion, or are "against the rules" of said forum. Hey. that's cool, as long as, they can take some of the honest crit's and suggestions to heart, as well. It's only good for everyone concerned, to try and better both product and customer service/relations....that's Business 101! For What it's Worth... CB Link to comment Share on other sites More sharing options...
sambora Posted May 2, 2008 Author Share Posted May 2, 2008 Charlie we used to have a forum at Fender and guess what all the praise went through...and my mate who was the moderator had to strategically erase the complaints, I used to moan at him to keep it real otherwise it's pointless. Link to comment Share on other sites More sharing options...
charlie brown Posted May 2, 2008 Share Posted May 2, 2008 Yeah, I hear you...I think what I was referring to, was posts that get a bit too far off, the subject matter, for too long... That seems to be mostly what they delete, here. And, I've seen plenty of discussion about things that are wrong and need to be fixed (valid or not) about Epi/Gibson products, so I think...for the most part, they do allow us to "keep it real!" At least compared to some other forums, we all know about. ;>b Cheers, CB Link to comment Share on other sites More sharing options...
dubstar Posted May 2, 2008 Share Posted May 2, 2008 I've dealt with Epiphone customer service on two separate occasions and both times the service has been great... replacement casino TRC and replacement elitist PU ring no charge and free shipping... Link to comment Share on other sites More sharing options...
sambora Posted May 2, 2008 Author Share Posted May 2, 2008 Dubstar I am glad to hear the the USA is looking after you guys, but then again the US customer services kicks the UK service into touch..In the UK Basil Fawlty is alive and well! Link to comment Share on other sites More sharing options...
BluezOldy Posted May 2, 2008 Share Posted May 2, 2008 I've dealt with Epiphone customer service on two separate occasions and both times the service has been great... You're lucky you're in the US. No American company (guitars/amps) seems to care about how their overseas distributors market or care for their brand names in other countries. Link to comment Share on other sites More sharing options...
RotcanX Posted May 2, 2008 Share Posted May 2, 2008 The Canadian distributor for Gibson and Epiphone is pretty good in this respect. I needed a TRC for a Dot a couple of weeks back and it arrived in like two days, express shipped no charge. But then again we treat them with respect and they do the same for us. Did you get together with Biff for that logo yet? Link to comment Share on other sites More sharing options...
charlie brown Posted May 2, 2008 Share Posted May 2, 2008 I've dealt with Epiphone customer service on two separate occasions and both times the service has been great...replacement casino TRC and replacement elitist PU ring no charge and free shipping... Yeah, I have to say they (Gibson/Epiphone CS) have been great to me, too. Replaced a Gold TP-6 tailpiece, and the brass truss rod cover for my Gibson "Lucille," FOC...and really quickly, too. Also, a TRC for my Casino, as well. No complaints, here. CB Link to comment Share on other sites More sharing options...
matthewk Posted May 2, 2008 Share Posted May 2, 2008 Huh - I just wrote to Gibson looking for a truss rod cover for my Sheraton - I got this reply: "Thanks for writing!! Unfortunately, we do not sell anything direct to customers. I recommend trying www.allparts.com, but I have no other recommendations for acquiring this kind of truss rod cover." Needless to say the site mentioned doesn't have any Epiphone TRCs. I might have a go at the Aus distributor although it doesn't look too promising. Link to comment Share on other sites More sharing options...
dubstar Posted May 2, 2008 Share Posted May 2, 2008 ha ha, Fawlty Towers... as for the parts, I believe it helps if you are looking for a replacement part for a guitar that you purchased new... Link to comment Share on other sites More sharing options...
charlie brown Posted May 2, 2008 Share Posted May 2, 2008 Mattewk, was that Gibson/Epiphone USA, or the Australian/Pacific Rim bunch (if there is such a thing)? Usually (here, anyway) if you give them the model number, serial number, and date of purchase, and from what store (so they know it's legit), they will send replacements, for free! They are correct, in that they don't SELL, from there. And, they would recommend an authorized dealer, or distributor, to folks that want to buy something. But, if it's an actual "replacement part," and you explain what's wrong, with the original(s), they've always come through, for me..anyway. There are folks on this forum, who work in music stores, so maybe they could, at least, steer you in the right direction?? CB Link to comment Share on other sites More sharing options...
sambora Posted May 2, 2008 Author Share Posted May 2, 2008 I might another approach and tell Epiphone that I'm Noel Gallagher and my guitar knob broke after I bashed it over his head over another argument and it was off a line where it was discontinued back in 1955! They would hand deliver via Lear jet! Oh...and give me ten 335's for inconvenience for the 2 day wait! Link to comment Share on other sites More sharing options...
RotcanX Posted May 2, 2008 Share Posted May 2, 2008 Huh - I just wrote to Gibson looking for a truss rod cover for my Sheraton - I got this reply: "Thanks for writing!! Unfortunately' date=' we do not sell anything direct to customers. I recommend trying www.allparts.com, but I have no other recommendations for acquiring this kind of truss rod cover." Needless to say the site mentioned doesn't have any Epiphone TRCs. I might have a go at the Aus distributor although it doesn't look too promising.[/quote'] This is why Gibson has dealers. That's who you need to contact. If you draw a blank in upside-downland let me know and I'll find out what I can do for you. Link to comment Share on other sites More sharing options...
RotcanX Posted May 2, 2008 Share Posted May 2, 2008 Took the advice and mailed Gibson Customer Services Europe...what a crap reply I might as sling the guitar in the bin as far as they are concerned all I got were questions and no help. I explained that the guitar or warehouse would have logos and spare parts and I would pay for them but to no avail. I seem to recall a bunch of people offering to send you one, gratis, myself included. However I figured that since Biff is closer to you geographically I'd let him take care of this one. So I'll ask again: have you contacted Biff yet? Link to comment Share on other sites More sharing options...
sambora Posted May 2, 2008 Author Share Posted May 2, 2008 Cheers mate yes I did he will have a look on Monday, I don't to come to a forum and start by getting people running around, the advice though from everyone is top rate, I don't want you guys to feel as if I'm afters after I've been on here for two minutes. The people who made the guitar should have some responsibiliy as well. Link to comment Share on other sites More sharing options...
RotcanX Posted May 2, 2008 Share Posted May 2, 2008 Don't worry about it, it looks to me like everyone is glad to help out a fellow in need. If Biff can't find his let me know. Link to comment Share on other sites More sharing options...
Digger Posted May 3, 2008 Share Posted May 3, 2008 Huh - I just wrote to Gibson looking for a truss rod cover for my Sheraton - I got this reply: "Thanks for writing!! Unfortunately' date=' we do not sell anything direct to customers. I recommend trying www.allparts.com, but I have no other recommendations for acquiring this kind of truss rod cover." Needless to say the site mentioned doesn't have any Epiphone TRCs. I might have a go at the Aus distributor although it doesn't look too promising.[/quote'] G'day Matt, You should contact the Epiphone retailer, not sure if there is one in Tassie but in Melbourne it's Gallin's Guitars (retail arm of the importer), but if you Google Australian Musical Imports they will have a list of retailers and contact details you can follow up. Welcome to the forum, there are some good people here. Dig Link to comment Share on other sites More sharing options...
matthewk Posted May 3, 2008 Share Posted May 3, 2008 Thanks all for your kind advice - the reply was from Gibson USA's e-mail service line. As some of you guessed correctly, I didn't buy the guitar new (it's a '96 Korean Sheraton I got from eBay, absolutely beautiful condition and I love it). I've actually had a kind offer from a forum member to trade TRCs (I have a GIBSON one which he'd prefer to his E logo one) and that will suit me just fine! Thank you for the advice though - what a great online community. I am learning huge amounts just by reading. Link to comment Share on other sites More sharing options...
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