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Date: Thu, 02 May 2024 15:44:16 +0100
From: hello@expressmusic.co.uk
To: John Hodgson <jhodgson@fender.com>
Subject: Re: Customer complaint issue
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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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