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Date: Tue, 18 Feb 2025 13:58:18 +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_67b4919ff25e6_5637281412b7_sprut@zendesk.com>
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 <1002dac18d44d4b1e94fd69b200315be@expressmusic.co.uk>
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Hi Ben,

I believe he has already sent this to Fender but if not I will get him 
to send it over.

Thanks,
Harriet
Express Music

On 2025-02-18 13:56, Ben Moore (Fender Musical Instruments EMEA) wrote:
> ##- Please type your reply above this line -##
> 
>  Ben Moore (Fender Musical Instruments)
> 
>  18 Feb 2025, 13:56 GMT
> 
> Hi Harriet,
> 
> Can he supply a tech report/invoice for the work? If so I might be
> able to issue you a credit against this.
> 
> Thanks,
> 
> Ben
> Customer Service Advisor
> 
>  Express Music
> 
>  18 Feb 2025, 13:36 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,
> 
> 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
> 
>  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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> 
> Links:
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