MIME-Version: 1.0
Date: Wed, 18 Oct 2023 13:34:07 +0100
From: hello@expressmusic.co.uk
To: Support <fenderemeaservice@fender.com>
Cc: John Hodgson <jhodgson@fender.com>
Subject: Re: [Fender Musical Instruments] Re: Jazz Bass Dinky Donk
In-Reply-To: <9PX6MV712GL_652fcbab495b_5246a034777a_sprut@zendesk.com>
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 <c7139190e8be14aa3cdc3d62890d7f2c@expressmusic.co.uk>
 <a572a48caf0e25a98b022f04b31fd71c@expressmusic.co.uk>
 <2af980304832261b96d701eb075a6c01@expressmusic.co.uk>
 <9PX6MV712GL_652fcbab495b_5246a034777a_sprut@zendesk.com>
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Hi Ben,

As long as Fender will stand by us when a customer requests a return for 
the fault, then we are happy to take the 5% credit.

It is slightly concerning that Fender consider a dink on a £1800 new 
bass to be normal? It doesn't sit well with us to be honest.

Kind Regards,
Harriet


On 2023-10-18 13:12, Ben Moore (Support) wrote:
> ##- Please type your reply above this line -##
> 
>  Ben Moore (Fender Musical Instruments)
> 
>  18 Oct 2023, 13:12 BST
> 
> Hi Harriet,
> 
> I've looped our quality control team in on this one who have suggested
> that a small ding like this would be considered tolerable in
> inspection. The reason I mention this is because it's possible a
> similar issue could come up again on a replacement.
> I can't really take the bass back on this basis. I'd be happy to do a
> 5% credit on it as a goodwill gesture, let me know what you think.
> 
> Kind Regards,
> 
> Ben
> Customer Service Advisor
> 
>  Express Music
> 
>  18 Oct 2023, 12:32 BST
> 
> This email originated from outside of the organization. Do not click
> links, open attachments or reply, unless you were expecting the email
> and know the content is safe.
> 
> Hi Ben,
> 
> Sorry we've already boxed it back up ready to go.
> 
> Kind Regards,
> Harriet
> 
>  Ben Moore (Fender Musical Instruments)
> 
>  18 Oct 2023, 11:43 BST
> 
> Thanks Harriet. Any chance of a few more photos? I appreciate it's a
> small dink but if you can get it in a bit better detail that would be
> great. No problem if not.
> 
> Kind Regards,
> 
> Ben
> Customer Service Advisor
> 
>  Express Music
> 
>  18 Oct 2023, 11:35 BST
> 
> This email originated from outside of the organization. Do not click
> links, open attachments or reply, unless you were expecting the email
> and know the content is safe.
> 
> I would say it is above the finish....
> 
>  Ben Moore (Fender Musical Instruments)
> 
>  18 Oct 2023, 11:31 BST
> 
> Hi Harriet,
> 
> Thanks for your email. Is the wood chipped or has this been finished
> over?
> 
> Kind Regards,
> 
> Ben
> Customer Service Advisor
> 
>  Express Music
> 
>  18 Oct 2023, 11:09 BST
> 
> This email originated from outside of the organization. Do not click
> links, open attachments or reply, unless you were expecting the email
> and know the content is safe.
> 
> Hi Team.
> 
> We have just taken delivery of a bass with a dink on the top of the
> headstock.
> 
> Please can we organise a return and replacement immediately.
> 
> Model:0193972705
> Serial Number: US23022301
> Pic attached showing mark with is visible and can be felt.
> 
> Kind Regards,
> Harriet
> Express Music
> Kind Regards,
> Phil, Tim & Harriet
> 
> Express Music
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> 
> 01926 808982
> IMG_0251.jpg
> 
>  Attachment(s)
> IMG_0251.jpg [1]
> 
> Your request (576624) has been updated. To add additional comments,
> reply to this email.
> 
> Online Support:
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> 
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> Links:
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