My guitar arrived today .. does this seem normal?

[aschematic]

I have ordered Epiphone Custom SG 400 from Steve's Music (http://stevesmusic.com).

 

When I opened the guitar, I was quite surprised because it was missing a poster, a warranty card, a cable, and a wrench for the truss rod in a bag, which I was told from people to expect in the package.

 

It was also missing the vinyl white protection for the guitar.

 

When I opened the box, just the guitar itself was literally what I saw:

 

 

 

Is this normal?

 

 

Thanks.

[deflepfan]

Nope. Call them immediately and have them replace with one that is in a sealed box.

 

Sheila

[aschematic]

Thanks for the reply. I have called them but due to time zone differences they are not picking up.

I will phone them again tomorrow.

[brad1]

What is the "vinyl white protection" for the guitar ??????

 

I don't think you need the warranty card. You can register your guitar online.

The cable is a piece of crap anyway.

Don't you have an allen wrench of your own you can use for the truss rod?

Who needs a poster.

 

You didn't mention one thing about the shape of the guitar!

What condition is that in? THAT is what is important. Not all that other stuff.

What does your guitar sound like? How does it play, or feel? That's what I would be worried about.

[aschematic]

I was referring to the white covering that you can see here.

 

My amp is somewhere else at the moment so I cannot test the guitar right now.

 

It's just that what I immediately saw wasn't what I was expecting when you normally unbox your guitar.

[deflepfan]

If I am to spend a few hundred on a new guitar, I better get a new guitar! Not one that has been open, used, displayed - UNLESS they want to take some money off!!

 

It's bad business to send that out, without full disclosure first!!

 

So Brad, no he doesn't 'need' all that stuff, but he paid for it and he should damn well get it.

I'd be pissed if that's how a merchant sent me a 'new' guitar.

 

Aschematic, you have a couple of options here.

1. Call them and tell them you want a new one - in a sealed and unopened box.

 

2. Check out the guitar. If the guitar is to YOUR satisfaction, then call them tomorrow and tell them you want some funds refunded for sending you a display model. Tell them exactly what you told us and stick by your guns. They sent you an open box, and thus, you have no idea if it is used and should not be paying full price. At this point their only other option than a discount is to pay to have it shipped back to them, and reship you another.

 

Your guitar, your call. I'd be pissed. Do you want me to call them for you?

 

Sheila

[brianh]

I was referring to the white covering that you can see here.

It's actually clear film. But no, you should get all the accessories and case candy.

 

Ask for an RMA to send it back and their shipping number - they pay to return. Or, if the guitar checks out otherwise...ask them to give you a credit for selling you a used guitar. Start at 50% and settle for 20-25%.

 

Squeaky wheel time...

[diverden]

Sounds like a gray market seller. Not an authorized Epiphone dealer. Send it back.

[AlanH]

It's actually clear film. But no' date=' you should get all the accessories and case candy.

 

Ask for an RMA to send it back and their shipping number - they pay to return. Or, if the guitar checks out otherwise...ask them to give you a credit for selling you a used guitar. Start at 50% and settle for 20-25%.

 

Squeaky wheel time...[/quote']

 

Last week, when I opened my LP Studio deluxe it was sealed in a thin white 'foamy' style bag (the type of material you get covering audiovisual electrical goods inside their boxes). Also I received a wrench, an Epi manual, a sticker, a lead and a poster. The guitar itself had the Epiphone badged plastic adhesive covers to protect the pickups and a film of adhesive clear plastic to protect the pick gaurd. If a store displays the guitar these should still be left on. If they aren't there has to be a suspicion that the guitar is beyond being an 'out on display' model (which is still acceptable IMO). If these covers have been removed, check for scratches on the pick guard and the pickups. If they are present you have either a returned or a shop soiled guitar.

 

Midiman Jim, what's the policy in your store re: the protective stickers on pups and guards? Do you leave them on when on display?

 

Alan

[aschematic]

Thanks for the reply everyone.

The store seems to be closed and they are not picking up the phone.

I will call them immediately tomorrow and ask for a full refund.

For now, I have sent them a complaint email.

If they fail to comply with my request, I will report them to Canadian Better Business Bureau.

I will give you guys update on how this goes.

Thanks for the advice.

[wardog]

return , it. ur feel of the transaction has been soiled. if u keep it, you will always think of this situation. it should have come new if that is what u paid for. i agree with sheila, i would be pissed!!!!!!!!

 

new would have been a sealed box and the guitar in the electronic foamy wrap that radio's come in. u would have gotten all the candy too. Hell i ask for one new in the box if i can get it when i go to the local guitar ctr.

 

But, if i order one to the home, it better come new with all the excepted trimmings. otherwise the deal is spoiled. and you will always feel off about the guitar!!!!!!

[AlanH]

Thanks for the reply everyone.

The store seems to be closed and they are not picking up the phone.

I will call them immediately tomorrow and ask for a full refund.

For now' date=' I have sent them a complaint email.

If they fail to comply with my request, I will report them to Canadian Better Business Bureau.

I will give you guys update on how this goes.

Thanks for the advice.[/quote']

 

Brad makes a very good point.

 

Inspect the guitar with a fine toothcomb first for scatches and dings. If it is flawless, plays nicely and stays in tune you might regret sending it back should you then get an unopened one that turns out to be a bad apple.

 

So, if you like the guitar, you may be able to come to some compensatory arrangement for it not being sold as brand new. You could get the missing items posted out and a few more goodies thrown in too (e.g. a couple of packs of 10-46 strings and a strap might cover the distress and inconvenience caused). If they're not prepared to sort you out to your stisfaction they aren't worthy of your custom, so send it back for a full refund.

 

Alan

[SamBooka]

You know.. I wont even walk in to the the Steve's in Montreal anymore.

Kinda sucky for them when I was in the market for a 2K guitar. Live an learn.

 

I know the joys of a new guitar. But as was mentioned, if you IGNORE the case candy and the guitar plays good, keep it. You are guaranteed to be out the shipping for returning it. BUT call them up and BLAST them (especially if you got it from the Montreal store, T.O. or Ott. I cant say.)

[colchar]

I have ordered Epiphone Custom SG 400 from Steve's Music (http://stevesmusic.com).

 

When I opened the guitar' date=' I was quite surprised because it was missing a poster, a warranty card, a cable, and a wrench for the truss rod in a bag, which I was told from people to expect in the package.

 

It was also missing the vinyl white protection for the guitar.

 

When I opened the box, just the guitar itself was literally what I saw:

 

 

 

Is this normal?

 

 

Thanks.

 

Is that Steve's Music in Toronto?

 

And yeah, that is fairly normal from the stores I've dealt with - usually Long & McQuade but also a couple of others. They take guitars out of boxes so they can display them and all the little pieces from the boxes go missing. None of it is really all that important anyway except for the truss rod thingy but that is only important if you plan to do your own set-ups. If not, you don't need it. If you do, call them and they'll send it to you.

 

Also, the warranty card is meaningless as the Epiphone warranty is useless up here in the Great White North. The Epiphone warranty doesn't apply at all up here at least in the sense of you dealing with Epiphone - all warranty issues are taken care of through the retailer who have your purchase information in their system thus making the warranty card unnecessary.

[colchar]

Sounds like a gray market seller. Not an authorized Epiphone dealer. Send it back.

 

 

They are most certainly not a grey market seller. Steve's Music in Toronto is a perfectly reputable shop that has been around for years and they are an authorized Epiphone (and Gibson, Marshall, Fender, etc. dealer). What the OP has experienced is pretty common up here.

[midiman56]

Midiman Jim' date=' what's the policy in your store re: the protective stickers on pups and guards? Do you leave them on when on display?

 

Alan

[/quote']

 

We always keep the pickup and pickguard stickers on the guitars in my store. Of course, if the guitar hangs around long enough, they'll begin to wrinkle and eventually fall off, but leaving them on not only protects them from scratches, but sort of gives the impression of a fresh(er) instrument.

 

As for case candy and other supplied accessories, I think we do a pretty fair job of keeping it safe and providing it to our customers with their new guitar. If the guitar comes with a case, it's pretty easy: everything just stays in the case and the case stays in the warehouse until the guitar is sold. If, like most Epi's, the guitar doesn't come with a case, we have a file drawer in the guitar department where the baggies of stuff are kept, seperated by brand and model.

 

I can't really say if every store is as conscientious, but I am pretty anal about that kind of thing ...

 

Jim

[winterland]

I have ordered Epiphone Custom SG 400 from Steve's Music (http://stevesmusic.com).

 

When I opened the guitar' date=' I was quite surprised because it was missing a poster, a warranty card, a cable, and a wrench for the truss rod in a bag, which I was told from people to expect in the package.

 

It was also missing the vinyl white protection for the guitar.

 

When I opened the box, just the guitar itself was literally what I saw:

 

 

 

Is this normal?

 

 

Thanks.

 

Sounds like it was either bought and returned or used for display .. Regardless, I would contact them and have them order you a brand new, factory sealed guitar.

[ken361]

post pics when you can front and back. Good luck!

[rdsmith3]

We always keep the pickup and pickguard stickers on the guitars in my store. Of course' date=' if the guitar hangs around long enough, they'll begin to wrinkle and eventually fall off, but leaving them on not only protects them from scratches, but sort of gives the impression of a fresh(er) instrument.

 

As for case candy and other supplied accessories, I think we do a pretty fair job of keeping it safe and providing it to our customers with their new guitar. If the guitar comes with a case, it's pretty easy: everything just stays in the case and the case stays in the warehouse until the guitar is sold. If, like most Epi's, the guitar doesn't come with a case, we have a file drawer in the guitar department where the baggies of stuff are kept, seperated by brand and model.

 

I can't really say if every store is as conscientious, but I am pretty anal about that kind of thing ...

 

Jim

[/quote']

 

My Epiphone DOT was a display model at Guitar Center. It had all the stickers and protective films on it. I got the warranty card but not a truss rod tool. More importantly, I got it for $250 with a new set of strings on it.

[Elias Graves]

If it's a good player, I'd keep it and maybe ask for a discount. A good guitar in hand is worth more than a potentially crappy one in the box.

 

EG

[Swoop]

I have to agree that a new guitar should be exactly that, new, unplayed, and in the box with EVERYTHING that was in the box, still in the box. That's what you pay for, and that's what you should get. It's acceptable for someone at the store to check the box, make sure the guitar is as it should be, and everything is there, but it should not be played, have things missing, or have been displayed in the store. At least, that's how I see it, it's your right as a customer, when buying a new guitar, that it is actually brand new. I think most stores will give you a discount on an in stock guitar that's on display though, and if you demand a brand new in the box one, then you'll pay full price.

 

I'll be making a point from now on, whenever I buy a new guitar, to make sure everything that should come with it, is included, and that it is unused, unplayed, and in the original packaging. When I bought my Casino, it came in a case, and I received none of the usual stuff you'd expect to receive. I didn't really care about the box since it was in a case. And even though the cable is rubbish and it's only a poster, and I have plenty of tools about for truss rod adjustments, etc, all of that should still be included, because it's all part of the package. When I bought my Squier Tele recently, it was presented to me without a box, which is pretty unacceptable since I didn't purchase a case with it. I had a case on hand, but I still think a new guitar should come packaged.

 

This was from the largest music chain in the country too. However, way back when I bought my first electric guitar, a G-310 SG, from a smaller store, I received it in the original packaging, with cable, booklet, poster, truss rod wrench, the lot.

[tflanster]

This is a fascinating story - no accessories in the box. How about this one - a couple years ago I bought one of those "jump start packs". A/E guitar, amp, cable, gig bag, etc., from GC to give to my son for a birthday gift. The guy got the box and put it in my car. I got it home, opened the box. No guitar!. Everything else was there, but no instrument. I called the store and raised hell. They said "come in and we'll give you the guitar. Amazing. The guitar was on display and I got the empty box. I brought the whole thing back to the store - box, amp, cables, everything I had. The store is about 25 miles from where I live. I told them either pay for my gas or discount the package. Fortunately I was dealing with a salesman who had some authority. The pack only cost a couple hundred so he knocked off another $50.00 and - I got a music stand to boot. Now whenever I go into that GC I mention the deal on the pack and we mostly all have a laugh. That GC is the only one I do business with now. There's another one north of where I live but service there is rotten.

[aschematic]

So I phoned them and they told me to call Purolator with their account number to have my guitar picked up w/ no shipping charge on me. After they receive it, they said they'll send me a new one.

[rdsmith3]

So I phoned them and they told me to call Purolator with their account number to have my guitar picked up w/ no shipping charge on me. After they receive it' date=' they said they'll send me a new one. [/quote']

 

If it were me, I would not like that idea. For a period of time, you will have no guitar, but they have your money.

[deflepfan]

So I phoned them and they told me to call Purolator with their account number to have my guitar picked up w/ no shipping charge on me. After they receive it' date=' they said they'll send me a new one. [/quote']

Good for you. When the new one comes in, post the pics!

 

Sheila