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Date: Tue, 07 May 2024 14:58:00 +0100
From: hello@expressmusic.co.uk
To: John Hodgson <jhodgson@fender.com>
Subject: Re: Customer complaint issue
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That's great thanks John.

Please keep us updated.

Kind Regards,
Harriet
Express Music


On 2024-05-07 14:41, John Hodgson wrote:
> Hi Harriet,
> 
> All good thank you . I hope you had a good weekend too. I have spoken
> with Jim about this and we both agree that I should raise this issue
> with our Customer Services manager ( Alex Hill ) which I am in the
> process of doing to try and get a better resolution for your customer.
> Apologies for the delay. I will be in touch as soon as I hear back
> from Alex.
> 
> Thanks and best regards,
> 
> John
> 
> -----Original Message-----
> From: hello@expressmusic.co.uk <hello@expressmusic.co.uk>
> Sent: Tuesday, May 7, 2024 2:25 PM
> To: John Hodgson <jhodgson@fender.com>
> Subject: Re: Customer complaint issue
> 
> 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 John
> Hope you had a good bank holiday weekend Any update re the AVII issue
> :)
> 
> 
> On 2024-05-02 15:45, John Hodgson wrote:
>> Hi Harriet,
>> 
>> Understood. OK, let me see what I can do. Will let you know ASAP.
>> 
>> Best regards,
>> 
>> John
>> 
>> -----Original Message-----
>> From: hello@expressmusic.co.uk <hello@expressmusic.co.uk>
>> Sent: Thursday, May 2, 2024 3:44 PM
>> To: John Hodgson <jhodgson@fender.com>
>> Subject: Re: Customer complaint issue
>> 
>> 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 John,
>> 
>> That sounds fair to us. We would still take hit on the first one but
>> our plan is just to keep him happy.
>> 
>> Let us know how you get on.
>> 
>> Kind Regards,
>> Harriet
>> Express Music
>> 
>> On 2024-05-02 15:39, John Hodgson wrote:
>>> Thanks Harriet. Let me see what I can be done. If I could get you an
>>> extra 10% discount on a replacement model do you think this would do
>>> it ? I'm not saying I can do that. Just thinking out loud at the
>>> moment.
>>> Best regards,
>>> John
>>> 
>>> -----Original Message-----
>>> From: hello@expressmusic.co.uk <hello@expressmusic.co.uk>
>>> Sent: Thursday, May 2, 2024 3:34 PM
>>> To: John Hodgson <jhodgson@fender.com>
>>> Subject: Re: Customer complaint issue
>>> 
>>> 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 John,
>>> 
>>> Thanks for the speedy reply.
>>> 
>>> The product code is: 0110232803
>>> 
>>> Kind Regards,
>>> Harriet
>>> Express Music
>>> 
>>> On 2024-05-02 15:30, John Hodgson wrote:
>>>> Hi Harriet,
>>>> 
>>>> Sorry to see/read this. This is going to be a tricky one as service
>>>> are already involved. Not that it matter regarding the issue but
>>>> what colour is the guitar ( so I can see if there is a replacement
>>>> model available etc ) Please ?
>>>> 
>>>> Thanks and best regards,
>>>> 
>>>> John
>>>> 
>>>> -----Original Message-----
>>>> From: hello@expressmusic.co.uk <hello@expressmusic.co.uk>
>>>> Sent: Thursday, May 2, 2024 3:22 PM
>>>> To: John Hodgson <jhodgson@fender.com>
>>>> Subject: Customer complaint issue
>>>> 
>>>> 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 John,
>>>> 
>>>> We are currently trying to resolve an issue that one our customer
>>>> has with his AVII Strat. His attention to detail is very sharp.
>>>> 
>>>> It is our understanding that he has been in touch with Fender for
>>>> some months but he came to the shop yesterday to try and get it
>>>> resolved with our help.
>>>> 
>>>> I will put a short summery of emails below for you to understand the
>>>> customers and Fenders current position. We were wondering if
>>>> anything could be done on the price of a new one so that we could
>>>> offer him a replacement. We are the middle men but ultimately we
>>>> want our customer to be happy.
>>>> 
>>>> Any help would be greatly appreciated.
>>>> 
>>>> Kind Regards,
>>>> Harriet, Phil & Tim
>>>> Express Music
>>>> 
>>>> -------------------------------------------
>>>> Our email to Fender Service GBI yesterday
>>>> -------------------------------------------
>>>> We have a customer who has a couple of issues with An American
>>>> Vintage II 57 Strat S/N V2206921 he purchased from us on 9/12/23.
>>>> The first problem is an inconsistency of depth along the headstock
>>>> and the other is where the headstock behind the top nut scoops down,
>>>> it's quite different from one side to the other.
>>>> He has already contacted customer service and here's the reply that
>>>> he
>>>> received:
>>>> 
>>>> Alex Lucia (Fender Musical Instruments) Apr 22, 2024, 14:09 GMT+1
>>>> Dear Ian, Thank you for your message.
>>>> All products purchased new form an authorised dealer are covered by
>>>> warranty for manufacturing defects through your dealer. To initiate
>>>> a warranty claim, please contact the authorised dealer where you
>>>> purchased the product as an inspection of the fault will be 
>>>> required.
>>>> Your dealer will then work with their dedicated support team at
>>>> Fender who handles all warranty requests to provide appropriate
>>>> resolution to the case.
>>>> If you have any other questions, please don't hesitate to get in
>>>> touch.
>>>> Best regards,
>>>> Alexandra Lucia
>>>> | Fender Europe
>>>> 
>>>> ----------------------------------------
>>>> Email reply from Fender Service GBI
>>>> ----------------------------------------
>>>> 2 May 2024, 11:58 BST
>>>> 
>>>> Hello Tim,
>>>> 
>>>> Thanks for getting in touch.
>>>> We've run this one past our quality inspection team for their
>>>> assessment. They have advised in both instances, the issues raised
>>>> would be deemed acceptable. The angle above the top nut is
>>>> hand-sanded on these guitars and therefore most guitars won't have a
>>>> totally straight line here. A small discrepancy in depth at
>>>> different points on the headstock is not deemed to be a fault.
>>>> We have compared this against another model and the points raised
>>>> are similar, a replacement would likely be the same. We appreciate
>>>> the customer's concerns and feedback but given the issues reported,
>>>> we do not believe there is a manufacturing flaw here. I hope this
>>>> helps to reassure the customer. Please let me know if you have any
>>>> other questions.
>>>> -----------------------------------------------------
>>>> Email responce from the customer upon seeing Fenders responce:
>>>> -----------------------------------------------------
>>>> Good afternoon,
>>>> 
>>>> Thanks for the response, obviously I would disagree and believe that
>>>> it does represent a fault in manufacturing, that shouldn’t be
>>>> present on an instrument of this value and perceived quality.
>>>> 
>>>> The irregularity in the headstock thickness shouldn’t be present as
>>>> I’m quite certain that the spec for the headstock doesn’t included
>>>> it having a slight wedge shape.
>>>> 
>>>> Whilst I accept the out of line scoop behind the nut is more a
>>>> cosmetic issue it’s one that really shouldn’t be present on a guitar
>>>> of this value.
>>>> 
>>>> To be honest I am struggling with the fact that fender themselves
>>>> expect a replacement to be the same … I mean where is the QC ?
>>>> 
>>>> Imagine you spend £2k on a new front door and it sticks out a bit at
>>>> the bottom … yes it still closes and locks but it’s not right is it?
>>>> …. So in this case a Fender guitar as long as it plays and sounds
>>>> good regardless of build quality and attention to detail it is fine
>>>> … noted !
>>>> 
>>>> Guess there’s nothing else I can do then? ..but before I hit the
>>>> social media & guitar magazines … do want to buy a guitar ? :)
>>>> 
>>>> Thank you for taking it up with them & the good service from you,
>>>> and do share my response with fender.
>>>> 
>>>> Thank you
>>>> 
>>>> Ian
>>>> ----------------------------------------------------
>>>> 
>>>> Kind Regards,
>>>> Phil, Tim & Harriet
>>>> 
>>>> Express Music
>>>> B2 & B3 Quarry Park
>>>> Old Milverton Lane
>>>> Leamington Spa
>>>> CV32 6RW
>>>> 
>>>> 01926 808982
>>>> 
>>>> Disclaimer
>>>> 
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