MIME-Version: 1.0
Date: Wed, 21 Sep 2022 14:34:58 +0100
From: hello@expressmusic.co.uk
To: Karen Urmston <urmstonkaren@gmail.com>
Subject: Re: Prs 24-08 eriza verde
In-Reply-To: <-h3kl2f-ncv3tj-nv1u2r-a28inx-2wfrgs-gpod0w-f8z9ktdsy9nenipcpt-xxzlyt5ajfma-d2ua2k-jeb159-4z383poyw2na-1rshmydgomo9-bqm2c6-jy84pf-voy9ii-6gz5298zfyglrgc7a4uhdigg.1663764824289@email.android.com>
References: <CAF8gpAYRk3MdG3N7FC4xooeUUsW9YLKWzMKB5pG4OZsRPr-6dg@mail.gmail.com>
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Message-ID: <cdcb0d1d06780221d136cdf7c1e4b0ae@expressmusic.co.uk>
X-Sender: hello@expressmusic.co.uk
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Hi Karen,

Sorry to hear you're not getting on with this guitar.

If there is a manufacturing defect and we are able to return this guitar 
as faulty to PRS then we will be able to arrange a collection and 
refund.

The slightly tricky thing is if we get it back here and don't deem it 
faulty. Are you able to give any more detail on the issues you are still 
having?

Kind Regards,
Harriet

On 2022-09-21 13:53, Karen Urmston wrote:
> Hi, I'm so sorry to have to write this message but is it possible for
> a refund on the guitar please?? Even after the guitar has been in with
> a professional it still has many issues and due to that is not
> playable with any sort of enjoyment. What do you advise please??
> 
> Sent from my phone
> 
> -------- Original message --------
> From: Karen Urmston <urmstonkaren@gmail.com>
> Date: Sat, 17 Sep 2022, 16:58
> To: hello@expressmusic.co.uk
> Subject: Re: Prs 24-08 eriza verde
> 
>> Thank you so much for all your help. It is very much appreciated.
>> 
>> Sent from my phone
>> 
>> -------- Original message --------
>> From: hello@expressmusic.co.uk
>> Date: Sat, 17 Sep 2022, 16:12
>> To: Karen Urmston <urmstonkaren@gmail.com>
>> Subject: Re: Prs 24-08 eriza verde
>> 
>>> Hi Karen, Thanks for the invoice. Hopefully you are both now happy
>>> with how it plays. Apologies you had to sort this out. We have
>>> just issued the £30 on your reverb order. Kind Regards, Harriet
>>> On 2022-09-17 15:49, Karen Urmston wrote: > Hi, please find
>>> enclosed the copy of the invoice. We've just collected > the
>>> guitar. Hopefully all should be OK now. > > Sent from my phone > >
>>> -------- Original message -------- > From:
>>> hello@expressmusic.co.uk > Date: Fri, 16 Sep 2022, 16:38 > To:
>>> Karen Urmston > Subject: Re: Prs 24-08 eriza verde > >> Hi Karen,
>>> Thank you for the update. I'm pleased you have managed to >> get
>>> it seen too so quickly. Please forward the invoice when you get >>
>>> it and we will arrange payment straight away for you. Kind
>>> Regards, >> Harriet On 2022-09-16 16:36, Karen Urmston wrote: >
>>> Hi, we've took >> it to a professional and it's £30.00 to sort
>>> the nut > and strings >> associated. We've told him to go ahead as
>>> it will be back > with us >> tomorrow. I can forward you an
>>> invoice when we pay. I'll look > >> forward to hearing back from
>>> you with regards to payment. Thank you >>>> Sent from my phone > >
>>> -------- Original message -------- > >> From:
>>> hello@expressmusic.co.uk > Date: Wed, 14 Sep 2022, 12:07 > To: >>
>>> Karen Urmston > Subject: Re: Prs 24-08 eriza verde > >> Hi Karen,
>>>>> Honestly, we are happy to do whatever suits you. A >>
>>> collection can >> be arranged for tomorrow, back to us Friday but
>>> it >> won't >> realistically be back with you till Wednesday next
>>> week at the >> >> earliest because of the bank holiday. I would
>>> suggest speaking to a >>>> local shop first to see how quickly
>>> they can do the work. It >> really >> is a simple job so someone
>>> in the know :) Kind Regards, >> Harriet On >> 2022-09-14 09:50,
>>> Karen Urmston wrote: > Hi, what is >> easier for >> you?? We have
>>> a few local shops in the area so > we >> can get you some >>
>>> quotes or you can collect and return?? We really >>> do just want
>>> to >> get it properly working ASAP. > > We really >> appreciate
>>> how you've >> been working with us. We just love the > >> music to
>>> be perfect. > > >> Thank you > > Sent from my phone > > >>
>>> -------- Original message >> -------- > From: >>
>>> hello@expressmusic.co.uk > Date: Tue, 13 Sep 2022, >> 11:00 > To:
>>>>> Karen Urmston > Subject: Re: Prs 24-08 eriza verde > >> >> Good
>>>>> Morning Karen, >> >> It sounds as though you are correct with
>>>>>>> your diagnosis of the >> problem. >> Once again apologies.
>>>>>>> If >>>> you have a local guitar shop who is happy to do the
>>> work we will >>>>>> of >> course cover the cost or alternatively
>>> we can arrange >> >> collection of >> the >> guitar from your
>>> address and do the work >> >> here. It really is a simple >> job
>>>>> and shouldn't take more than 5 >>>> minutes. >> >> Please let
>>> us know how you would like to proceed >> and >> we will try and >>
>>> get >> this done as soon as possible for >> you. >> >>>> Kind
>>> Regards, >> Harriet, Phil & Tim >> >> On >> 2022-09-11 17:56, >>
>>> Karen Urmston wrote: >>> Hi. We have had >> another look this
>>> weekend, >> and tried the vaseline, >> but >>> to >> no avail. >>>
>>>>>> On much >> closer inspection we have noticed that >> the noise
>>> appears >> to be >>>>> made by the string catching a lip, >> or
>>> something similar, within >>>> the >>> nut itself. This is >>
>>> limited to just the one string and >> appears to >> be a >>> fix
>>>>> that needs to be done by a professional. >>>>>>>> Please can
>>> you >> advise what we should do next. >>> >>> >> Thanks. >>> >>>
>>> Sent from >> my phone >>> >>> -------- Original message >>
>>> -------- >>> From: >> Express Music >>> Date: Tue, 6 Sep 2022,
>>> 16:34 >>>>> To: >> urmstonkaren@gmail.com >>> Subject: Re: Prs
>>> 24-08 eriza >> verde >>> >>>>>> Hi Karen, No, it had new strings
>>> on it from the >> factory, so >> no >> need >>>> to change. We
>>> just wondered if you had >> changed >> string gauge >> because
>>>>>>> this is another reason it may >> have >> made the noise. Try
>>> and >> lubricant >>>> the nut where the >> >> string sits and let
>>> us know how you get on :) >> Kind >>>> Regards, >>>> Harriet, Phil
>>> & Tim Express Music B2 & B3 Quarry Park >> Old >>>> >>>> Milverton
>>> Lane Leamington Spa CV32 6RW 01926 808982 On 06/09/2022 >>>>>>>>
>>> 16:32, Karen Urmston wrote: > Hi, > > We will try the >> lubricant
>>>>>>> and >>>> let you know how it goes, thanks. He's > not >>
>>> changed the >> strings >>>> with it being a new guitar. Is this >>
>>> something > you'd >> recommend?? >>> >>>>> Sent from my phone > >
>>>>> -------- Original >> message -------- > >> From: >>>> Express
>>> Music >>> Date: Tue, 6 Sep >> 2022, 14:44 > To: >>>>
>>> urmstonkaren@gmail.com >>> Subject: Re: Prs >> 24-08 eriza verde >
>>>>>>> Hi >>>> Karen & >> Carl, >> >> Thanks for the >> video. It
>>> sounds to us like >> the >>>>>> string could be >> sticking >>>>
>>> slightly in the nut. There a >> few >>>> things you could try to
>>>>> resolve >> this....Ideally apply >> a small >>>> amount of
>>> string >> lubricant, silicane >> based >> >> lubricant or >>>>
>>> failing that a >> small amount of Vaseline into >> the slot. >> >>
>>> We >>>> didn't notice >> any issues with the nut on >> this guitar
>>> when we >> >>>> checked >> it >> over. Have you changed >> the
>>> strings yet? >> >> Kind >>>> Regards, >> >> Harriet, Phil & Tim
>>>>>>>>> Express Music >> B2 & B3 >>>> Quarry Park >>>> Old
>>> Milverton >> Lane >> Leamington Spa >> CV32 6RW >>>> >>>> 01926 >>
>>> 808982 >> >> >> On 04/09/2022 14:35, Karen Urmston wrote: >>> >>
>>> Hi, >>>>>> sorry >> for the long delay before our response but
>>> Carl has been >>>>>>>>>>> >> spending time setting the guitar to
>>> his spec and trying >> to >>> >>>>>> establish >>> whether he
>>> wanted to keep the guitar. >>> >>>>> >> We >> have >>>>
>>> established that it is a beautiful guitar and >> >> would like to
>>>>>>>> keep >>>> it if we can get its issues sorted. >>>>>>>>>>
>>> After spending time >>>> getting used to the fret buzz, and >>>>
>>> adjusting >>> the >>> spec, on >>>> the guitar another problem >>
>>> has >> become obvious. We would be >>> >>>> really grateful if you
>>>>> could >> advise us on what to do please. >>> >>>>> >>>> As you
>>> can >> see and >> hear from the enclosed video, the G string >>>
>>>>>>>>> appears >>> to >> be popping about within the nut when
>>> bending the >>>>>> string >>> >> downwards >>> and causing quite a
>>> distinctive >> high >>>> pitched >> noise, which obviously >>> is
>>>>>> not meant to >> be there. >>>> This >> is causing no end of
>>> issues with the >>> >> sound >>> and >> tuning >>>>>> of the
>>> guitar. A similar noise can >> sometimes be heard >>> >> whilst
>>>>>>> using the tuning peg and also >> when using the whammy bar.
>>>>>>>>>>>>>>> Originally the B string was >> also doing this but
>>> appears >> to have >>>>> >>>> corrected itself. >> Where as the G
>>> string is still >> doing it as bad >> as >>>>>>> >> ever. >>> >>>
>>> Is there anything you >> could please advise to >> >> help >>>> us
>>> to get the >>> guitar running >> smoothly?? >>> >>> >> Thanks in
>>>>>>> advance for any help. >>> >>> >> -------- Original >> message
>>> -------- >>>>> >>>> From: Express Music >>>>> Date: Tue, 30 >> Aug
>>> 2022, 11:04 >>> To: >>>> >> urmstonkaren@gmail.com >>> Subject: >>
>>> Re: Prs 24-08 eriza verde >>> >>>>>>>>>> Morning Karen & Carl,
>>>>>>>>>>>>> We're pleased the guitar >>>>>> arrived safely with
>>> you. >>>> >>>>>> All of the points you raised >>>> in >>>> your
>>> email we take on >> board and >>>> can >>>> re-assure >> you all
>>>>> of >>>> these things >> are standard and nothing to be >>>> >>
>>> alarmed >>>> >> about. >>>>>>>>>>>>>> 1. Fret Buzz - The guitar
>>> was >> checked over in our >> >> workshop >>>> and had >>>> a >>>>
>>> full >> healthcheck before we >> shipped it. We set >>>> this
>>> guitar up to >>>> >> PRS >>>> standard >> factory set up but >>>>
>>> depending on your playing >> style, all >>>> >> guitars >>>> no
>>> matter >> how >>>> they are set up >> could buzz. We >> advise you
>>> seek a >>>> >> professional >>>> set up to >> suit your >> playing
>>> style, string preference >>>> etc. >>>>>> >>>>>>>> >> 2. >> Finish
>>> Flaws - We can't actually see any problems in the >>>> >> >>
>>> images >>>> you >>>> have sent and again we thoroughly check >> >>
>>>>> every >>>> guitar when it >>>> arrives >>>> with us from PRS
>>> and >> >> return any >>>> guitars we are not fully satisfied >>>>
>>> with. >>>> >>>> Feel free to >> send >>>> us any more images of
>>> this and we will >>>> take a >>>> look. >>>> >>>>>> >>>> 3. Truss
>>> Rod Area- This is >> >> totally normal and we could send you
>>>>>>>>>>>>> many >>>> examples >>>> of guitars we have in stock
>>> with this area >>>> looking the >>>> >>>> same. >>>> This is
>>> actually classed as the >>>> internals of the >>>> guitar and
>>> isn't >>>> finished in the same >> detail >>>> as the >>>>
>>> external areas. >>>> >>>> 4. Strings - This is the first >> time
>>>>>>>>>>> we've ever heard of black >>>> resin >>>> on >>>>
>>> strings? >> >> These >> are >>>> the strings from the factory and
>>> haven't been >>>> >>>> touched >>>> >> by >>>> us other than on
>>> our workbench when doing >>>> our health-checks. >>>> >>>>>>>> 5.
>>> Pick up covers - Don't worry >>>> this is just the protective >>>>
>>> film >>>> and >>>> designed to >> be >> removed straight away. Yes
>>> they >>>> peel, but they are >>>> >> meant >>>>>> to so that you
>>> can remove them >>>> easily without >> damaging the >> pick >>>>
>>> ups. >>>> >>>> Just to >>>> clarify, this >> is a brand new >>
>>> guitar that has been shipped >>>> >> from >>>>>>>> >> PRS to us
>>> and >> then to you. Obviously we want all our >> customers >>>>>>
>>> do >>>> be >>>>>> delighted with their new guitars and do >> >>
>>> everything >>>> in >> our power to >>>> make >>>> this happen. We
>>>>> don't see any >> issues >>>>>> with this PRS but if you are
>>>>>>> not >>>>>> happy you can of >> >> course >>>> return. Just
>>> please note >> that we wouldn't >>>> expect >>>>>>>> another >>>>
>>> model to be any >> different. >>>> >>>> Kind >> Regards, >>>>
>>> Harriet, >>>> Phil & Tim >>>>>>>>>> Express Music >>>> >> B2 & B3
>>> Quarry Park >>>> >> Old >>>> >> Milverton Lane >>>> Leamington >>
>>> Spa >>>> CV32 6RW >>>> 01926 >> >> 808982 >>>>>>>>>>>> On
>>> 29/08/2022 >> 15:41, Karen Urmston wrote: >>>>>>> Hi, >>>>>>>
>>>>>>>>>>>> I'm after >> some advice about my >> partners new
>>> guitar, please. >>>>>>>>>>>>>> >> Order details are >> Carl
>>> Hobson, 2 Vicker Close, Clifton, >>>> >> Swinton, >>>>> M27
>>>>>>>>>> 6QE. >>>>> >>>>> Firstly when we bought >>>>>> the guitar
>>> I >> was told by phone that there >>>>> would be no >> fret >>>>
>>> buzz and >> yet there is quite a bit. My partner is >>>>> a
>>>>>>>>>>>> hobby >>>> >> guitar collector, but doesn't want to
>>> tinker too >> much and >>>>> >>>> void >>>>>>>>> any warranty, and
>>> has done some >> basic >> adjustments that >> haven't >>>>>>>>>
>>> changed >>>>> this >> >> situation. He has many guitars, of which
>>>>>>> this is his biggest >>>>>>>>> investment to date, and is
>>> aware as to >>>> what level of >> buzz >> would >>>>> be >>>>>
>>> acceptable, and this is >> not >>>> in >> that >> bracket. >>>>>
>>>>>>>> Secondly, I was also told by phone >>>> >> that >> there
>>> were no flaws but >>>>> we >>>>> have found a chip >>>>>>>>
>>> missing, although it is under lacquer, and some >>>>> what
>>>>>>>>>>>>>>>> appears to be glue and damage in the truss rod area.
>>>>> Please see >>>>>>>>>>> enclosed photos. >>>>> >>>>> Finally,
>>> new >> guitars >> generally >>>> come with a black resin on the
>>>>>>>>>> strings, which >> in this case >> is >>>> missing and the
>>> strings >> appear to >>>>> be >>>>>>> old. There is >> also >>>>
>>> some evidence >> that the plastic >> protector >>>>> covers >>>>>
>>> on >>>>>>> >>>> the >> pickups have been >> removed and then
>>> replaced meaning this >>>>>>> >>>>>> guitar >>>>> >> cannot
>>> possibly be brand new and never used >> (also >>>> photos >>>>> >>
>>> included). >>>>> >>>>> Has this been a >> return or >>>> repaired
>>> at >> some point?? >>>>> >>>>> Thx in >> advance for your help
>>>>>>> and >> understanding.