[M Acton (BluesDisciple)]

Earlier this September I purchased an Explorer (S/N 122111378) from MusiciansFriend. It was sent to me factory sealed, never having been opened until it arrived at my doorstep. When I opened the case of the instrument, I was greeted with a beautiful Heritage Cherry Explorer with a huge, magnificent dent in the face of the instrument. As it had never been opened since it left the factory until then, I contacted Gibson Customer Service, and arranged for a return to the factory to repair or replace the guitar. I prefer a repair of the finish; the guitar had magnificent acoustical qualities. The RMA # is 69882.

Gibson Customer Service has been very helpful. I have no problem with GCS. However, they can only pass along information that is being provided. No information is being provided to Customer Service from Gibson Repairs regarding the status of my instrument. If Repairs isn't speaking to Customer Service, then Customer Service cannot pass on the information to me. As advised by Customer Service, I have attempted to contact Repairs repeatedly. I have yet to speak to a human being from Repairs. I have also sent an e-mail requesting the status of the guitar to Repairs. It has not been answered.

I want to know two things, and as a customer, I believe I have a right to know if a) my guitar is going to be repaired or replaced (again, I prefer a repair to replacement) or how long (i.e. the time frame) will the repair of the manufacturing defect of a sizable dent in the top of the guitar take to fix? I realize that a time frame may only be an estimate. At this point though, some information from Repairs is preferable to no information from repairs. Simply knowing what the company will do for my guitar would be nice. All that I want to know is if they can fix the manufacturers defect, how long it will take to fix the manufacturers defect, and when can I reasonably expect the guitar back in my hands?

If Repairs can take the time to update it's Facebook page, why can't they take the time to deliver the information I have asked for repeatedly about my guitar?

[M Acton (BluesDisciple)]

M Acton (BluesDisciple), on 22 November 2011 - 11:10 AM, said:

Earlier this September I purchased an Explorer (S/N 122111378) from MusiciansFriend. It was sent to me factory sealed, never having been opened until it arrived at my doorstep. When I opened the case of the instrument, I was greeted with a beautiful Heritage Cherry Explorer with a huge, magnificent dent in the face of the instrument. As it had never been opened since it left the factory until then, I contacted Gibson Customer Service, and arranged for a return to the factory to repair or replace the guitar. I prefer a repair of the finish; the guitar had magnificent acoustical qualities. The RMA # is 69882.

Gibson Customer Service has been very helpful. I have no problem with GCS. However, they can only pass along information that is being provided. No information is being provided to Customer Service from Gibson Repairs regarding the status of my instrument. If Repairs isn't speaking to Customer Service, then Customer Service cannot pass on the information to me. As advised by Customer Service, I have attempted to contact Repairs repeatedly. I have yet to speak to a human being from Repairs. I have also sent an e-mail requesting the status of the guitar to Repairs. It has not been answered.

I want to know two things, and as a customer, I believe I have a right to know if a) my guitar is going to be repaired or replaced (again, I prefer a repair to replacement) or how long (i.e. the time frame) will the repair of the manufacturing defect of a sizable dent in the top of the guitar take to fix? I realize that a time frame may only be an estimate. At this point though, some information from Repairs is preferable to no information from repairs. Simply knowing what the company will do for my guitar would be nice. All that I want to know is if they can fix the manufacturers defect, how long it will take to fix the manufacturers defect, and when can I reasonably expect the guitar back in my hands?

If Repairs can take the time to update it's Facebook page, why can't they take the time to deliver the information I have asked for repeatedly about my guitar?

Shortly after posting this, Gibson Repairs called me with pertinent information. Although I cannot recall the name of the gentleman in the Repairs dept, my guitar is being repaired and not replaced, as are my wishes. Thank you for, at the very least, providing a forum to vent a little in. Gibson USA is a first-rate company that will enjoy my business in the future.

MWA

[M Acton (BluesDisciple)]

M Acton (BluesDisciple), on 22 November 2011 - 12:11 PM, said:

Shortly after posting this, Gibson Repairs called me with pertinent information. Although I cannot recall the name of the gentleman in the Repairs dept, my guitar is being repaired and not replaced, as are my wishes. Thank you for, at the very least, providing a forum to vent a little in. Gibson USA is a first-rate company that will enjoy my business in the future.

MWA

I feel the need to update this thread, and close it out. I received the Explorer at my home approximately on the 6th. It has been a beautiful addition to the collection! Gibson Repair did a wonderful job on this repair. When I took it to my luthier for a setup and tweak of the action, the quote is "...it's a beautiful instrument. It looks and plays beautifully."

I wholeheartedly agree. This Explorer is special. There is more expression within this guitar than even my beloved SG's and Les Paul. Whatever style of playing I desire, this can achieve. Thank you, Gibson, and Thank You, Mr. Juskewitz!