iamgreg Posted February 16, 2012 Posted February 16, 2012 Hi All, I want to take a moment to give Gibson Customer Service an A++. I plugged in my 2011 SJ-200 Standard yesterday (I don't plug in much) to prepare for an upcoming gig and it was cutting in and out along with some nasty lf buzzing. I couldn't find anything obviously wrong so I took it up to the Grand Rapids, Michigan Guitar Center where I bought it. They have a great tech on staff there and he couldn't isolate the problem either so he suggested that I call Gibson Customer Service so that's what I did. I got a guy named Vince on the phone and he gave me the option to either take it to an authorized repair center about 60 miles from here or he would send me a new Fishman Ellipse Aura and let me install it myself; the installation instructions look easy enough so that's the route I chose. All that he asked is that I ship the old system back to them once I get the new one installed; easy & fair enough. Gibson Customer Service is top notch and buying my guitar new for the warranty was definitely worth it!!!
pfox14 Posted February 16, 2012 Posted February 16, 2012 Too bad the guitar wasn't right to begin with.
iamgreg Posted February 16, 2012 Author Posted February 16, 2012 It seems that other people have had issues with the Fishman Ellipse Aura as well: http://forum.gibson.com/index.php?/topic/81702-ellipse-aura-question/page__p__1117585__hl__%2Bfishman+%2Bellipse+%2Baura+%2B__fromsearch__1#entry1117585 A tad disappointing though not the end of the world.
j45nick Posted February 16, 2012 Posted February 16, 2012 Hi All, I want to take a moment to give Gibson Customer Service an A++. I plugged in my 2011 SJ-200 Standard yesterday (I don't plug in much) to prepare for an upcoming gig and it was cutting in and out along with some nasty lf buzzing. I couldn't find anything obviously wrong so I took it up to the Grand Rapids, Michigan Guitar Center where I bought it. They have a great tech on staff there and he couldn't isolate the problem either so he suggested that I call Gibson Customer Service so that's what I did. I got a guy named Vince on the phone and he gave me the option to either take it to an authorized repair center about 60 miles from here or he would send me a new Fishman Ellipse Aura and let me install it myself; the installation instructions look easy enough so that's the route I chose. All that he asked is that I ship the old system back to them once I get the new one installed; easy & fair enough. Gibson Customer Service is top notch and buying my guitar new for the warranty was definitely worth it!!! Hmmmm, that sounds like our boy Vincentw from the Gibson Customer service team. If so, good job, Vincent!
jannusguy2 Posted February 17, 2012 Posted February 17, 2012 I'm about to find out about Gibson CS for myself. The pup in my smeck/browne proto is hinky and there's a recent 5" crack on the back. may be finish only. we'll see. taking it to our only locally certified repair person (@sam ash; i don't like sam ash) next week. my understanding is his assessment is pivotal. wish me luck.
Gibson101 Posted February 17, 2012 Posted February 17, 2012 That's awesome. I have also had amazing customer service from Gibson.
garycoen Posted February 17, 2012 Posted February 17, 2012 I have owned several guitars, including three Bozeman acoustics, and Gibson support for their instruments is outstanding. One of the Gibsin acoustics had a minor finish problem, and Gibson was proactively receptive to my problem reports on more than one occasion. They were responsive, concerned, prompt, supportive, and fair. I will always consider Gibson first when alleviating GAS pains.
retrorod Posted February 17, 2012 Posted February 17, 2012 It seems that other people have had issues with the Fishman Ellipse Aura as well: http://forum.gibson.com/index.php?/topic/81702-ellipse-aura-question/page__p__1117585__hl__%2Bfishman+%2Bellipse+%2Baura+%2B__fromsearch__1#entry1117585 A tad disappointing though not the end of the world. That sounds to be the case, since they were so ready and willing to send you a new unit. Good luck with the install.
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