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Date: Thu, 08 Apr 2021 11:41:09 +0100
From: Express Music <coventry@expressmusic.co.uk>
To: Support <gbiservice@fender.com>
Subject: Re: [Fender Musical Instruments] Re: Elite Strat
In-Reply-To: <Q5V4Z3YR6X_6065d6aad518d_55af25d0879799_sprut@zendesk.com>
References: <Q5V4Z3YR6X@zendesk.com>
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 <Q5V4Z3YR6X_6065c71ef3f9f_5fdbe5c078347a_sprut@zendesk.com>
 <Q5V4Z3YR6X_6065cc4fc11ca_5811de5b0880022_sprut@zendesk.com>
 <6c74130028cb6c6b4ac59b691a05b12e@expressmusic.co.uk>
 <5f58511401674a6ebe096daf75b8fdb7@expressmusic.co.uk>
 <f8a8ed2ddd8afe9e7f09873338043d7c@expressmusic.co.uk>
 <559b649dab5eec1308f3f78abe02c090@expressmusic.co.uk>
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 <f98b612902ede458ffd4c0da26220542@expressmusic.co.uk>
 <Q5V4Z3YR6X_6065d6aad518d_55af25d0879799_sprut@zendesk.com>
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Hi Richard,

Can we please get an update on the following spare requests.

Serial Number for Mustang: ICSF20014924
Replacement Saddle Needed ASAP

Elite Strat pot, ticket number #330580

Meteora pickup mount, ticket number #335344

Our customers are getting increasingly annoyed and understandably 
wanting dates. We said to them 2 weeks ago we would get dates, and still 
no more info from your end???

Kind Regards,
Harriet

Express Music
196 - 204 Binley Road
Coventry
CV3 1HG

On 01/04/2021 15:20, Support wrote:
> ##- Please type your reply above this line -##
>
>  COVENTRY
>
>  Apr 1, 2021, 15:20 GMT+1
>
> Hi Richard,
>
> We just listed the issue and serial number in our previous email?
>
> Serial Number for Mustang: ICSF20014924
> Replacement Saddle Needed ASAP
>
> First requested: 26th Jan
>
> Express Music
> 196 - 204 Binley Road
> Coventry
> CV3 1HG
>
>  RICHARD (Fender Musical Instruments)
>
>  Apr 1, 2021, 15:15 GMT+1
> Hi there, 
>
> Apologies for this. 
>
> If I can grab that S/N and let me know the issue with the Mustang I
> will get that sorted ASAP.
>
> Best wishes, 
>
> Richard - Customer Service Advisor
>
>  COVENTRY
>
>  Apr 1, 2021, 15:13 GMT+1
>
> Please see email below. At no point did anyone ask for a serial 
> number
> which is probably why it's not on your system. There are countless
> emails from us to you chasing this over the past few months.
>
> ---------------------------------------------------------
> Jan 26, 2021, 13:11 GMT
>
> Hi,
>
> Just wondering if there would any chance of getting a replacement
> bridge saddle for a Squier Bullet Mustang
> that we shipped to a customer recently?
> The customer says one of the grub screws in the saddle won't adjust 
> to
> set the height of the string.
>
> Also, could you give us an update on the following issues outstanding
> from last year?:
>
> Elite Strat pots, ticket number (#330580 [1])
> Meteora pickup mount ticket number (#335344 [2])
>
> ----------------------------------------------------------
>
> Not great service really :(
>
> Express Music
> 196 - 204 Binley Road
> Coventry
> CV3 1HG
>
>  RICHARD (Fender Musical Instruments)
>
>  Apr 1, 2021, 15:08 GMT+1
> Hi there, 
>
> It does not look like received any previous emails regarding 
> ICSF20014924. 
>
> Could you let me know what was needed for this one please? 
>
> Best wishes, 
>
> Richard - Customer Service Advisor
>
>  COVENTRY
>
>  Apr 1, 2021, 15:06 GMT+1
>
> Serial Number for Mustang: ICSF20014924
>
> Express Music
> 196 - 204 Binley Road
> Coventry
> CV3 1HG
>
>  RICHARD (Fender Musical Instruments)
>
>  Apr 1, 2021, 14:48 GMT+1
> Hi there, 
>
> I just need the S/N so I can check our notes for the right guitar. 
>
> Regarding the Meteora, we are chasing that for you now. 
>
> Best wishes, 
>
> Richard - Customer Service Advisor
>
>  COVENTRY
>
>  Apr 1, 2021, 14:46 GMT+1
>
> We don't have the serial number for the mustang. It was a Squier 
> Bullet
> Mustang HH Blue.
>
> There is no way we're asking the customer for the serial number now, 
> as
> he thought the part should've already been here. This was first 
> raised
> in December?
>
> Whilst we're on the subject of missing spares. We're waiting for a
> replacement pick up surround for a Fender Meteora...again from last
> year?!
>
> Express Music
> 196 - 204 Binley Road
> Coventry
> CV3 1HG
>
>  RICHARD (Fender Musical Instruments)
>
>  Apr 1, 2021, 14:36 GMT+1
> Hi there, 
>
> Could you let me know the S/N for the Mustang you mean? 
>
> Massive apologies for that, my error here. 
>
> Best wishes, 
>
> Richard - Customer Service Advisor
>
>  COVENTRY
>
>  Apr 1, 2021, 14:34 GMT+1
>
> Do we have an eta for the mustang part as well
>
> Customer thinks we are awful for not being able to give him better 
> info
> after 3-4 months wait .....
>
> ---
> Regards
>
> Express Music
> 196 - 204 Binley Road
> Coventry
> CV3 1HG
>
>  RICHARD (Fender Musical Instruments)
>
>  Apr 1, 2021, 14:24 GMT+1
> Hi there, 
>
> I have put these parts on order for you. 
>
> Massive apologies for the delay here! I will be back with a further
> update on ETA ASAP. 
>
> Best wishes, 
>
> Richard - Customer Service Advisor
>
>  COVENTRY
>
>  Apr 1, 2021, 14:20 GMT+1
>
> Is this an April fools?
>
> I really hope not haha This customer is properly mad with us!
>
> We need a replacement asap please
>
> Express Music
> 196 - 204 Binley Road
> Coventry
> CV3 1HG
>
>  RICHARD (Fender Musical Instruments)
>
>  Apr 1, 2021, 14:14 GMT+1
> Hi guys, 
>
> Massive apologies for the delay here. 
>
> Are you still needing this parts? if so, I can put them on order 
> straight away. 
>
> Best wishes, 
>
> Richard - Customer Service Advisor
>
>  COVENTRY
>
>  Dec 8, 2020, 15:26 GMT
> Hi,
>
>  We have an Elite Strat (S/N US17016371) that was purchased from us
>  about 18 months ago and the customer has a problem with the S1 
> switch
>  pot cutting out and crackling. He bring it in at the beginning of 
> the
>  year and we cleaned the pot but the problem has come back.
>  Would you be able to send us a replacement pot, please? Also, we've
>  managed to break the shaft on the tone pot, trying to put the knob 
> back
>  on! So could we also have one of those pots too if you have them?
>
>  Kind regards.
>
>  Tim.
>
>  Express Music
>  196 - 204 Binley Road
>  Coventry
>  CV3 1HG
>
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>
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> others authorized to receive it. If you are not the recipient, you 
> are
> hereby notified that any disclosure, copying, distribution or taking
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> prohibited and may be unlawful.
>
> Your request (330580) has been updated. To add additional comments,
> reply to this email.
>
> 0333 200 8760 (Sales Team)
>
> Fender Musical Instruments GBI - Leo House, Birches Industrial
> Estate, East Grinstead, West Sussex, RH19 1QZ
> Fender Europe ltd - Leo House, Birches Industrial Estate, East
> Grinstead, West Sussex, RH19 1QZ
>  FENDER EMEA - Please visit Fender.com [3] for the full range of
> Fender products [Q5V4Z3-YR6X]
>
> Links:
> ------
> [1] https://fenderemea.zendesk.com/hc/requests/330580
> [2] https://fenderemea.zendesk.com/hc/requests/335344
> [3] http://secure.itpartnership.com/www.fender.com