MIME-Version: 1.0
Date: Tue, 18 Feb 2025 13:36:03 +0000
From: hello@expressmusic.co.uk
To: Fender Musical Instruments EMEA <fenderemeaservice@fender.com>
Subject: Re: [Fender Musical Instruments] Re: Fender - AV II 61 STRAT RW WT3TB
 SN: V2434971
In-Reply-To: <L2JD5PXE1ZN_67b47d9990254_5537282860596_sprut@zendesk.com>
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 <2d7d34e39e04e16c11467cb9ba21dd14@expressmusic.co.uk>
 <L2JD5PXE1ZN_67b47d9990254_5537282860596_sprut@zendesk.com>
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Hi Ben,

I've had him on the phone. He has already taken the guitar to a local 
tech to get it done so looks like we can't do anything to help him. The 
long and short of it is that he wants this cost reimbursed by Fender or 
us and is very adamant about this. Obviously if we thought the frets 
were an issue we would've sorted them out prior it it leaving here.

Let me know what you think and we will get back to him.

Kind Regards,
Harriet
Express Music

On 2025-02-18 12:31, Ben Moore (Fender Musical Instruments EMEA) wrote:
> ##- Please type your reply above this line -##
> 
>  Ben Moore (Fender Musical Instruments)
> 
>  18 Feb 2025, 12:31 GMT
> 
> Ok that's great. We will ask the customer to make contact.
> Keep me updated and hopefully we can get them sorted!
> 
> Many thanks,
> 
> Ben
> Customer Service Advisor
> 
>  Express Music
> 
>  18 Feb 2025, 11:45 GMT
> 
> 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,
> 
> Good to hear from you.
> 
> We do vaguely remember the guy, he purchased in store and was very
> picky. He didn't mention anything about the frets to us though.
> 
> Obviously we are more than happy to look at the guitar for him. Are
> you
> able to let him know to get in touch with us?
> 
> Kind Regards,
> Harriet, Phil & Tim
> Express Music
> 
>  Ben Moore (Fender Musical Instruments)
> 
>  17 Feb 2025, 10:11 GMT
> 
> Hi Phil, Tim & Harriet,
> 
> I hope you're all well at Express Music and enjoyed the weekend.
> I'm getting in contact here as our consumer relations team has had
> contact from one of your customers, a man named Allan Cam, who bought
> an AV II 61 STRAT RW 3TB from you.
> I understand he purchased it from you in early January, is that
> correct?
> He is complaining of insufficient fret work to some of the fret edges,
> is this something he mentioned to you in store?
> As the customer warranty is facilitated through the seller, would you
> be happy to get in contact with him to try and rectify his concerns?
> We will of course gladly assist in whatever way we can.
> If you have any questions please do let me know!
> 
> Many thanks,
> 
> Ben
> Customer Service Advisor
> 
> Your request (703683) has been updated. To add additional comments,
> reply to this email.
> 
> Online Support:
> - Fender Dealer Portal - https://dealer.fender.com/login
> - Fender Customer Support Portal - https://support.fender.com/en-US/
> 
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> Grinstead, West Sussex, RH19 1QZ. Company n° 3127180
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> 
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