Tim Plains Posted September 23, 2008 Share Posted September 23, 2008 Alright.........let 'em have it! Good or bad, your experiences with Gibson CS. Thus far, I can only say positive things about Gibson CS. I've emailed them 10 - 15 times and always get a response within a few days. Mind you, I've never had a real issue with any of my guitars; so, I don't know what they're like when you try and make them take a guitar back. Link to comment Share on other sites More sharing options...
saturn Posted September 23, 2008 Share Posted September 23, 2008 The only time I had to deal with them was about two months after I bought my Studio, the handle on the case just broke right off. I emailed them and I think his name was Roger responded very quickly and took care of getting me a new case. I did have to pay shipping to send the broken one back, but.... Link to comment Share on other sites More sharing options...
nolongermike@gibson Posted September 24, 2008 Share Posted September 24, 2008 Well, when I was not an employee, just John Q Guitar-buyer, the truss rod in my Hound Dog Dobro went KA-BONG when my luthier was setting it up for chording rather than slide, and they sent me out a whole new neck that arrived about 48 hours after I emailed. No special favors, they just took care of me when I had a problem, they didn't even know I had a "past" with the company. I called, told them what happened, offered to have my guy re-attached the neck if they'd send it, and they sent it. The neck bolt on a Dobro, if you didn't know that, which is why I could offer it. Its been a solid Dobro ever since. Link to comment Share on other sites More sharing options...
Kenny V Posted August 22, 2011 Share Posted August 22, 2011 I had purchased a used LP that was missing the owners manual. I called to see if I could purchase one. I was told I could absolutely not buy one, that they would be happy to send me one free of charge. I know an owners manual is not a large ticket item, but I was impressed with how well I was treated and that gesture made me a life long Gibson fan. I have also purchased a new LP, but happily have had no problems with it. Link to comment Share on other sites More sharing options...
charlie brown Posted August 22, 2011 Share Posted August 22, 2011 I've always had good service, and friendly advice, from Gibson CS. Our very own "BentonC," has helped me, several times. Once, with a new TP6 tailpiece, for my "Lucille," (mine had totally rusted adjustment screws, when it arrived...new)...even though I only asked about the replacement screws...Gibson sent me a whole new (complete) TP6 (Gold) tailpiece, under warrenty. It arrived within 48 hours, of my phone call. Another time, I gave them the serial number, from my (Vintage) '66 Epi Casino, and they sent me a new (John Lennon?) "E" (2-hole) truss rod cover. Perfect fit, and it too, arrived very quickly. So...for me, anyway...Gibson CS has always been just great! CB Link to comment Share on other sites More sharing options...
tazzboy Posted August 22, 2011 Share Posted August 22, 2011 Never had any issue with any of Gibson CS people, both on here and on the phone. Link to comment Share on other sites More sharing options...
neilpanda Posted August 22, 2011 Share Posted August 22, 2011 I love Gibby customer service. I always get great help. I just hate the fact that the warranty is only like a year in Canada...wait, that has nothing to do with customer service...never mind then! Link to comment Share on other sites More sharing options...
duane v Posted August 22, 2011 Share Posted August 22, 2011 I've never had any issues with any of my Gibby or Epi guitars, so my experience are as follows.... No Need or Reason To Contact Link to comment Share on other sites More sharing options...
damian Posted August 22, 2011 Share Posted August 22, 2011 My experience with Gibson Customer Service has been most excellent............... [thumbup] .. Gibby quality control ??? Hmmm.....Fender done done me wrong to the point where Gibby is back to #1 for me...... .. Link to comment Share on other sites More sharing options...
stein Posted August 22, 2011 Share Posted August 22, 2011 My experience with Gibson Customer Service has been most excellent............... [thumbup] .. Gibby quality control ??? Hmmm.....Fender done done me wrong to the point where Gibby is back to #1 for me...... .. Fender used to have the best CS in the business, better than expected. When you called, you got the MAN, and by that I mean the guy who built the thing or knew the answer. One time a guy even talked me though fixing an amp over the phone. Of corse, the was Fullerton and that factory and those people are long gone. As for Gibson CS, I have only needed or used them once, and in a lot of ways was the opposite. I was surprised how little the guy who answered the phone knew. He had to get someone else, and he had to get to another department. It took a about a week or so to get the answer, and by then I already had it, and ended up knowing more about it than they did. Overall, the experience was good-they called me back, they respected me, and they made an honest effort. No complaints at all from my side. I felt kinda bad for them because they were making an effort, and it seemed they were having to put more effort into finding the answer than they needed to. Major points for them than when you call, you don't get some guy from INDIA. Link to comment Share on other sites More sharing options...
damian Posted August 22, 2011 Share Posted August 22, 2011 Fender used to have the best CS in the business, better than expected. When you called, you got the MAN, and by that I mean the guy who built the thing or knew the answer. One time a guy even talked me though fixing an amp over the phone. Of corse, the was Fullerton and that factory and those people are long gone. As for Gibson CS, I have only needed or used them once, and in a lot of ways was the opposite. I was surprised how little the guy who answered the phone knew. He had to get someone else, and he had to get to another department. It took a about a week or so to get the answer, and by then I already had it, and ended up knowing more about it than they did. Overall, the experience was good-they called me back, they respected me, and they made an honest effort. No complaints at all from my side. I felt kinda bad for them because they were making an effort, and it seemed they were having to put more effort into finding the answer than they needed to. Major points for them than when you call, you don't get some guy from INDIA. Hmmm....I called customer service for my computer, they put me on hold, another person got on the line and thanked me for holding, and, Stein, low and behold, while waiting, person one and person two from customer service realized that they were long lost brother and sister......from India !!!!!!!!! I was SO happy for them !!!!!!!!! They hung up on me, I still ain't got a cow why !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Link to comment Share on other sites More sharing options...
Flight959 Posted August 22, 2011 Share Posted August 22, 2011 Why do these old threads get dug up??? Personally I have always found Gibson Customer Service to be spot on!! (And I have had a few issues) Link to comment Share on other sites More sharing options...
BigKahune Posted August 22, 2011 Share Posted August 22, 2011 . ^Some people don't read the post date. But while I'm here I'll say - - I've called on Gibson C/S twice for guitar issues and both times I got prompt responses and was satisfied with the resolutions. Beyond that, I've emailed them several times with the odd question and have always gotten a prompt replay - many times the same day. I've also seen several issues resolved for others through contact with C/S on these forums. I think it's great that they monitor the forums - it shows me Gibson does care about its customers and the requests/comments that appear on this forum. Link to comment Share on other sites More sharing options...
fl00dsm0k3 Posted August 22, 2011 Share Posted August 22, 2011 never dealt with them Link to comment Share on other sites More sharing options...
daveinspain Posted August 22, 2011 Share Posted August 22, 2011 I sent a PM to rogerb or it might have been Jon S. (customer service guys on here) about the fret divots I'm getting on my 1st addition Robot, a guitar only 4 years old... Never heard back from him... Link to comment Share on other sites More sharing options...
rocketman Posted August 23, 2011 Share Posted August 23, 2011 Well I never had an issue with them. But my guitar tech says that he's had many issues with both Fender and Gibson. It wasn't that they were horrible. It was more that other companies like PRS and Taylor were a lot better. For example, a customer brought in a Taylor guitar whose pickup system was on the fritz. The guitar was way passed its warranty. When the tech called Taylor they sent him a new one and didn't charge him a dime! My tech said that never happens with Gibson or Fender. I think things like that make one feel more loyal to companies. I love all of my Gibsons and Fenders. But I think more highly of PRS and Taylor in terms of support. Link to comment Share on other sites More sharing options...
Guest farnsbarns Posted August 23, 2011 Share Posted August 23, 2011 Customer service in generall is of a MUCH lower standard here inthe UK than in the US. My dealings with Gibson have been mixed but overall very positive. I think the guy I first spoke to was pretty rubbish and by failing to follow through on the issue, left me without my guitar for 3 weeks. As soon as anyone else got involved things improved dramatically and I kept informed and treated very well and had my guitar back in a week. They also sent me a box of goodies as a gesture. I will choose a company who have made mistakes but subsequently shown responsibility in putting them right over another. It's good to know what happens when the poop hits the windmill. Link to comment Share on other sites More sharing options...
Thundergod Posted August 23, 2011 Share Posted August 23, 2011 Nothing good to say about them. Sadly. Link to comment Share on other sites More sharing options...
Californiaman Posted August 24, 2011 Share Posted August 24, 2011 My only interaction with them was when I registered my Gibson Les Paul Jr. Amplifier. Nothing special. Link to comment Share on other sites More sharing options...
Riffster Posted August 24, 2011 Share Posted August 24, 2011 Well, I bought an SG 24 50th anniversary, great guitar but with a few finish imperfections that I noticed when I started inspecting the guitar, underspray of clear coat, burn on the paint from buffing and the worse was the binding on the neck. I was going to exchange it but my my dealer did not have any more of this model, being a limited run I decided to take it to the Gibson Repair and Restoration since I am right here in Nashville, got an authorization number and took it. That was July 1st, I was told it would take 2 weeks due to resparying lacquer, I called July 27th and was told it'd be ready the follwing week, August 9th I sent an e-mail to Customer Service to inquire about the status and turns out the guitar was not only not ready but it had not been worked on. I called again August 11th trying to get an actual date and was told the guitar would be ready by the 19th today is the 24th and no calls yet. This is beginning to scare me really because I do not want them to rush the job because of me pressuring them, this was the opportunity to fix the mediocre quality example coming out of the Gibson factory and I have been patient knowing that Nitro takes time to cure but soon it will be 2 months and no guitar, no courtesy calls, no stauts unless I ask and no real prompt responses or returned calls. Soon my experience may have its very own thread with pics of course. I own 4 Gibsons and this is my first experience with their repair shop and I can safely say it will be the last. Link to comment Share on other sites More sharing options...
charlie brown Posted August 24, 2011 Share Posted August 24, 2011 Well, it seems they will have more pressing problems, for a short while, anyway. The plants (Nashville and Memphis) got "raided" again, by the Government! Looking for more "exotic" (illegal) wood usage, apparently. CB Link to comment Share on other sites More sharing options...
Riffster Posted August 25, 2011 Share Posted August 25, 2011 I gathered that, news travel fast in Nashville. Link to comment Share on other sites More sharing options...
milod Posted August 25, 2011 Share Posted August 25, 2011 With all due respect to government "agents," I'd note that whatever happens at Gibson is not at all unlike what thousands of other small businesses have to put up with on a daily basis, especially if one or more decide somebody's on their list. I shouldn't say that. It makes me sound cynical. But... Gotta justify those government agency jobs, eh? m Link to comment Share on other sites More sharing options...
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