HEX

File: D:/hMailServer/Data/expressmusic.co.uk/hello/C7/{C732E1EE-0152-4516-B4E5-60D8C9FB5ACB}.eml
Date: Wed, 06 Aug 2025 15:56:17 +0000
From: "Ben Moore (Fender Musical Instruments EMEA)" <fenderemeaservice@fender.com>
Reply-To: Fender Musical Instruments EMEA <fenderemeaservice@fender.com>
To: Express Music <hello@expressmusic.co.uk>
Message-ID: <VG6E1Y1GZDL_68937b209ebff_6115a03117d_sprut@zendesk.com>
In-Reply-To: <30168a14ca000c19a6142c0607d28822@expressmusic.co.uk>
 <VG6E1Y1GZDL_6893778367db5_5215a0112965a_sprut@zendesk.com>
References: <VG6E1Y1GZDL@zendesk.com>
 <WN3Y21K1MN3@zendesk.com>
 <WN3Y21K1MN3_68767222e39dc_591598165425_sprut@zendesk.com>
 <a2bec5d9c66836f42232ba1ea0863354@expressmusic.co.uk>
 <9ad258840d7035b31655076ade92d9d9@expressmusic.co.uk>
 <WN3Y21K1MN3_68767982227e2_51159855717_sprut@zendesk.com>
 <30168a14ca000c19a6142c0607d28822@expressmusic.co.uk>
 <076aca13b62b8b9349aae2e3caf010f4@expressmusic.co.uk>
 <ca824a5be95c73a3ceddc480db8356ea@expressmusic.co.uk>
 <44a2786942d3b0275afe77faa4d3e4ce@expressmusic.co.uk>
Subject: [Fender Musical Instruments] Re: Re: [Fender Musical Instruments] Re:
 CS LTD Jazzmaster
Mime-Version: 1.0
Content-Type: multipart/alternative;
 boundary="--==_mimepart_68937b212e3e7_6115a031274";
 charset=utf-8
Content-Transfer-Encoding: 7bit
Auto-Submitted: auto-generated


----==_mimepart_68937b212e3e7_6115a031274
Content-Type: text/plain;
 charset=utf-8
Content-Transfer-Encoding: quoted-printable

##- Please type your reply above this line -##

----------------------------------------------

Ben Moore, 6 Aug 2025, 16:56 BST

Thank you for your email.

Your returns request has been approved.

**RA number: 50011685**
**UPS tracking: 1Z59RA159199168228**

You will receive two emails associated with your return:

-An email from UPS with a link to obtain your postal label and to arrange=
 a free collection of the item. Please check your spam box if you do not =
see this email in your inbox. The assigned tracking number will be displa=
yed on the subject line.

-An email from Fender detailing the RA which needs to be printed out and =
included inside the box with the item.

Please inform us if the address for collection or return is not the same =
as the labels received.

**Products must be returned in its original packaging or alternative pack=
aging that is equally suitable and safe for shipping. Damage due to insuf=
ficient packaging is not covered by warranty.**

**If a product cannot be repaired, it may be credited or a replaced. For =
this reason, please make sure to remove all customer-owned accessories be=
fore returning the faulty product - personal belongings sent to Fender wi=
ll be discarded. If a replacement is not accepted, please let us know in =
advance.**

**If the fault of the item is due to user error or modifications of any n=
ature, the return will not be covered under warranty. In such cases, Fend=
er reserves the right to refuse the return or to charge repair/handling f=
ees. For amplifiers, this also includes faulty valves which are outside t=
he 90-day warranty period. For customer-owned amplifiers, this period beg=
ins from the point of sale.**

Don't hesitate to contact us if you have any questions or concerns.

Kind regards,

Ben
Customer Service Advisor

----------------------------------------------

Express Music, 6 Aug 2025, 16:42 BST

This email originated from outside of the organization. Do not click link=
s, open attachments or reply, unless you were expecting the email and kno=
w the content is safe.

Ok, thanks Ben.

Tim.

----------------------------------------------

Ben Moore, 6 Aug 2025, 16:40 BST

Hi Tim,

Thanks for sending the video over.
We will be happy to have this assessed at our service centre.

To clarify the warranty coverage for this situation, Fender provides a 1-=
year manufacturer's warranty to our dealer network. as a Fender dealer, y=
ou are required to offer customers a 2-year product warranty from their d=
ate of purchase on all Fender products.

We would appreciate your assistance in ensuring that products sold to cus=
tomers meet our quality standards before leaving your store. This helps m=
aintain the positive customer experience that both Fender and our dealers=
 strive to provide.

Please let me know if you need any more clarification on our warranty pol=
icies or dealer requirements. I'm happy to discuss this further.

Thanks,

Ben
Customer Service Advisor

----------------------------------------------

Express Music, 6 Aug 2025, 16:23 BST

This email originated from outside of the organization. Do not click link=
s, open attachments or reply, unless you were expecting the email and kno=
w the content is safe.

Hi Ben,

We have uploaded a video in the link.
https://url.us.m.mimecastprotect.com/s/pTORC0REwrFooxJ7Iwf1s9iyAd?domain=3D=
we.tl

Some extra clarification on the plan to get this guitar fixed would be =

good. We have told the customer there is a 2 year warranty on new =

guitars. Is this still correct?

Kind Regards,
Tim
Express Music

----------------------------------------------

Ben Moore, 6 Aug 2025, 15:54 BST

Hi Tim,

As we discussed previously, since this issue was identified after the sto=
re warranty period, it would fall under our manufacturer warranty terms. =
I believe there may have been a misunderstanding about the warranty cover=
age when the guitar was sold to your customer.

To ensure this matter is resolved promptly and to minimize any further in=
convenience to your customer, we're happy to proceed with addressing the =
issue right away. For our technical team to properly assess the situation=
, could you please send the video documentation you mentioned via WeTrans=
fer when convenient?

I'd also appreciate the opportunity to discuss our warranty processes to =
ensure we're both aligned moving forward, as this will help us provide th=
e best possible service to your customers.

Thanks for your cooperation, and please let me know if you need any clari=
fication on our warranty terms.

Ben
Customer Service Advisor

----------------------------------------------

Express Music, 6 Aug 2025, 15:01 BST

This email originated from outside of the organization. Do not click link=
s, open attachments or reply, unless you were expecting the email and kno=
w the content is safe.

Hi Ben,

No I put a new set strings on it to give it a refresh and it started =

working again so I just left it.

Tim.

----------------------------------------------

Ben Moore, 6 Aug 2025, 14:51 BST

Hi Tim,

Thanks for getting in touch. Was a repair attempted before selling it to =
the customer, after the fault was reported to us a few weeks ago?

Thanks,

Ben
Customer Service Advisor

----------------------------------------------

Express Music, 6 Aug 2025, 13:32 BST

This is a follow-up to your previous request #736817 "CS LTD Jazzmaster" =
This email originated from outside of the organization. Do not click link=
s, open attachments or reply, unless you were expecting the email and kno=
w the content is safe. Hey Ben, Well we sold the C/S Jazzmaster S/N CZ563=
963 last week and guess what, the bridge pickup stopped working by the ti=
me the customer got it home! Needless to say we feel very embarrassed and=
 the customer wasn't at all happy! I've attached a copy of his receipt, I=
 also did a short video of it not working if that might be helpful but it=
's to large to send it via email? Can we now get it back for you guys to =
sort out please? Thanks. Tim.

Attachment(s):
IMG_2942.jpg - https://fenderemea.zendesk.com/attachments/token/fTyRKdlL9=
BDEiOxvrnLZQ4QbL/?name=3DIMG_2942.jpg

Your request (740611) 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/

Fender Europe Ltd - Leo House, Birches Industrial Estate, East Grinstead,=
 West Sussex, RH19 1QZ. Company n=C2=B0 3127180

--------------------------------
This email is a service from Fender Musical Instruments.









[VG6E1Y-1GZDL]=

----==_mimepart_68937b212e3e7_6115a031274
Content-Type: text/html;
 charset=utf-8
Content-Transfer-Encoding: quoted-printable

<!DOCTYPE html><html><head>
  <meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3Dutf-8=
">
  <style type=3D"text/css">
    table td {
      border-collapse: collapse;
    }
    body[dir=3Drtl] .directional_text_wrapper { direction: rtl; unicode-b=
idi: embed; }

  </style>
</head>
<body lang=3D"en-gb" style=3D"width: 100%!important; margin: 0; padding: =
0;">
  <div style=3D"padding: 10px ; line-height: 18px; font-family: 'Lucida G=
rande',Verdana,Arial,sans-serif; font-size: 12px; color:#444444;">
    <div style=3D"color: #b5b5b5;">##- Please type your reply above this =
line -##</div>
    <p dir=3D"ltr"></p><div style=3D"margin-top: 25px" data-version=3D"2"=
><table class=3D"zd-liquid-comment" width=3D"100%" cellpadding=3D"0" cell=
spacing=3D"0" border=3D"0" role=3D"presentation">  <tbody><tr>    <td wid=
th=3D"100%" style=3D"padding: 15px 0; border-top: 1px dotted #c5c5c5;">  =
    <table width=3D"100%" cellpadding=3D"0" cellspacing=3D"0" border=3D"0=
" style=3D"table-layout:fixed;" role=3D"presentation">        <tbody><tr>=
                      <td valign=3D"top" style=3D"padding: 0 15px 0 15px;=
 width: 40px;">              <img width=3D"40" height=3D"40" alt=3D"" sty=
le=3D"height: auto; line-height: 100%; outline: none; text-decoration: no=
ne; -webkit-border-radius: 5px; -moz-border-radius: 5px; border-radius: 5=
px;" src=3D"https://fenderemea.zendesk.com/system/photos/37645359737489/f=
ender-red-small.jpg">            </td>                    <td width=3D"10=
0%" style=3D"padding: 0; margin: 0;" valign=3D"top">            <p style=3D=
"font-family:'Lucida Grande','Lucida Sans Unicode','Lucida Sans',Verdana,=
Tahoma,sans-serif; font-size: 15px; line-height: 18px; margin-bottom: 0; =
margin-top: 0; padding: 0; color:#1b1d1e;" dir=3D"ltr">                  =
                              <strong>Ben Moore</strong> (Fender Musical =
Instruments)                                          </p>            <p =
style=3D"font-family:'Lucida Grande','Lucida Sans Unicode','Lucida Sans',=
Verdana,Tahoma,sans-serif; font-size: 13px; line-height: 25px; margin-bot=
tom: 15px; margin-top: 0; padding: 0; color:#bbbbbb;" dir=3D"ltr">       =
       6 Aug 2025, 16:56 BST            </p>                             =
       <div class=3D"zd-comment" dir=3D"auto" style=3D"color: #2b2e2f; li=
ne-height: 22px; margin: 15px 0;">Thank you for your email.<br><br>Your r=
eturns request has been approved.<br><br><strong>RA number: 50011685</str=
ong><br><strong>UPS tracking: 1Z59RA159199168228</strong><br><br>You will=
 receive two emails associated with your return:<br><br>-An email from UP=
S with a link to obtain your postal label and to arrange a free collectio=
n of the item. Please check your spam box if you do not see this email in=
 your inbox. The assigned tracking number will be displayed on the subjec=
t line.<br><br>-An email from Fender detailing the RA which needs to be p=
rinted out and included inside the box with the item.<br><br>Please infor=
m us if the address for collection or return is not the same as the label=
s received.<br><br><strong>Products must be returned in its original pack=
aging or alternative packaging that is equally suitable and safe for ship=
ping. Damage due to insufficient packaging is not covered by warranty.</s=
trong><br><br><strong>If a product cannot be repaired, it may be credited=
 or a replaced. For this reason, please make sure to remove all customer-=
owned accessories before returning the faulty product - personal belongin=
gs sent to Fender will be discarded. If a replacement is not accepted, pl=
ease let us know in advance.</strong><br><br><strong>If the fault of the =
item is due to user error or modifications of any nature, the return will=
 not be covered under warranty. In such cases, Fender reserves the right =
to refuse the return or to charge repair/handling fees. For amplifiers, t=
his also includes faulty valves which are outside the 90-day warranty per=
iod. For customer-owned amplifiers, this period begins from the point of =
sale.</strong><br><br>Don't hesitate to contact us if you have any questi=
ons or concerns.<br><br>Kind regards,<br><div class=3D"signature"><p dir=3D=
"ltr" style=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;">Ben<br=
>
Customer Service Advisor</p></div></div><p dir=3D"ltr">                  =
    </p></td>        </tr>      </tbody></table>    </td>  </tr></tbody><=
/table><p dir=3D"ltr"></p><table class=3D"zd-liquid-comment" width=3D"100=
%" cellpadding=3D"0" cellspacing=3D"0" border=3D"0" role=3D"presentation"=
>  <tbody><tr>    <td width=3D"100%" style=3D"padding: 15px 0; border-top=
: 1px dotted #c5c5c5;">      <table width=3D"100%" cellpadding=3D"0" cell=
spacing=3D"0" border=3D"0" style=3D"table-layout:fixed;" role=3D"presenta=
tion">        <tbody><tr>                      <td valign=3D"top" style=3D=
"padding: 0 15px 0 15px; width: 40px;">              <img width=3D"40" he=
ight=3D"40" alt=3D"" style=3D"height: auto; line-height: 100%; outline: n=
one; text-decoration: none; -webkit-border-radius: 5px; -moz-border-radiu=
s: 5px; border-radius: 5px;" src=3D"https://fenderemea.zendesk.com/images=
/2016/default-avatar-80.png">            </td>                    <td wid=
th=3D"100%" style=3D"padding: 0; margin: 0;" valign=3D"top">            <=
p style=3D"font-family:'Lucida Grande','Lucida Sans Unicode','Lucida Sans=
',Verdana,Tahoma,sans-serif; font-size: 15px; line-height: 18px; margin-b=
ottom: 0; margin-top: 0; padding: 0; color:#1b1d1e;" dir=3D"ltr">        =
                      <strong>Express Music</strong>                     =
     </p>            <p style=3D"font-family:'Lucida Grande','Lucida Sans=
 Unicode','Lucida Sans',Verdana,Tahoma,sans-serif; font-size: 13px; line-=
height: 25px; margin-bottom: 15px; margin-top: 0; padding: 0; color:#bbbb=
bb;" dir=3D"ltr">              6 Aug 2025, 16:42 BST            </p>     =
                               <div class=3D"zd-comment" dir=3D"auto" sty=
le=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;"><p dir=3D"ltr" =
style=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;">This email o=
riginated from outside of the organization. Do not click links, open atta=
chments or reply, unless you were expecting the email and know the conten=
t is safe.</p><p dir=3D"ltr" style=3D"color: #2b2e2f; line-height: 22px; =
margin: 15px 0;">Ok, thanks Ben.</p><p dir=3D"ltr" style=3D"color: #2b2e2=
f; line-height: 22px; margin: 15px 0;">Tim.</p></div>                    =
  </td>        </tr>      </tbody></table>    </td>  </tr></tbody></table=
><p dir=3D"ltr"></p><table class=3D"zd-liquid-comment" width=3D"100%" cel=
lpadding=3D"0" cellspacing=3D"0" border=3D"0" role=3D"presentation">  <tb=
ody><tr>    <td width=3D"100%" style=3D"padding: 15px 0; border-top: 1px =
dotted #c5c5c5;">      <table width=3D"100%" cellpadding=3D"0" cellspacin=
g=3D"0" border=3D"0" style=3D"table-layout:fixed;" role=3D"presentation">=
        <tbody><tr>                      <td valign=3D"top" style=3D"padd=
ing: 0 15px 0 15px; width: 40px;">              <img width=3D"40" height=3D=
"40" alt=3D"" style=3D"height: auto; line-height: 100%; outline: none; te=
xt-decoration: none; -webkit-border-radius: 5px; -moz-border-radius: 5px;=
 border-radius: 5px;" src=3D"https://fenderemea.zendesk.com/system/photos=
/37645359737489/fender-red-small.jpg">            </td>                  =
  <td width=3D"100%" style=3D"padding: 0; margin: 0;" valign=3D"top">    =
        <p style=3D"font-family:'Lucida Grande','Lucida Sans Unicode','Lu=
cida Sans',Verdana,Tahoma,sans-serif; font-size: 15px; line-height: 18px;=
 margin-bottom: 0; margin-top: 0; padding: 0; color:#1b1d1e;" dir=3D"ltr"=
>                                                <strong>Ben Moore</stron=
g> (Fender Musical Instruments)                                          =
</p>            <p style=3D"font-family:'Lucida Grande','Lucida Sans Unic=
ode','Lucida Sans',Verdana,Tahoma,sans-serif; font-size: 13px; line-heigh=
t: 25px; margin-bottom: 15px; margin-top: 0; padding: 0; color:#bbbbbb;" =
dir=3D"ltr">              6 Aug 2025, 16:40 BST            </p>          =
                          <div class=3D"zd-comment" dir=3D"auto" style=3D=
"color: #2b2e2f; line-height: 22px; margin: 15px 0;">Hi Tim,<br>&nbsp;<br=
>Thanks for sending the video over.<br>We will be happy to have this asse=
ssed at our service centre.<br>&nbsp;<br>To clarify the warranty coverage=
 for this situation, Fender provides a 1-year manufacturer's warranty to =
our dealer network. as a Fender dealer, you are required to offer custome=
rs a 2-year product warranty from their date of purchase on all Fender pr=
oducts.<br>&nbsp;<br>We would appreciate your assistance in ensuring that=
 products sold to customers meet our quality standards before leaving you=
r store. This helps maintain the positive customer experience that both F=
ender and our dealers strive to provide.<br>&nbsp;<br>Please let me know =
if you need any more clarification on our warranty policies or dealer req=
uirements. I'm happy to discuss this further.<br>&nbsp;<br>Thanks,<br><di=
v class=3D"signature"><p dir=3D"ltr" style=3D"color: #2b2e2f; line-height=
: 22px; margin: 15px 0;">Ben<br>
Customer Service Advisor</p></div></div><p dir=3D"ltr">                  =
    </p></td>        </tr>      </tbody></table>    </td>  </tr></tbody><=
/table><p dir=3D"ltr"></p><table class=3D"zd-liquid-comment" width=3D"100=
%" cellpadding=3D"0" cellspacing=3D"0" border=3D"0" role=3D"presentation"=
>  <tbody><tr>    <td width=3D"100%" style=3D"padding: 15px 0; border-top=
: 1px dotted #c5c5c5;">      <table width=3D"100%" cellpadding=3D"0" cell=
spacing=3D"0" border=3D"0" style=3D"table-layout:fixed;" role=3D"presenta=
tion">        <tbody><tr>                      <td valign=3D"top" style=3D=
"padding: 0 15px 0 15px; width: 40px;">              <img width=3D"40" he=
ight=3D"40" alt=3D"" style=3D"height: auto; line-height: 100%; outline: n=
one; text-decoration: none; -webkit-border-radius: 5px; -moz-border-radiu=
s: 5px; border-radius: 5px;" src=3D"https://fenderemea.zendesk.com/images=
/2016/default-avatar-80.png">            </td>                    <td wid=
th=3D"100%" style=3D"padding: 0; margin: 0;" valign=3D"top">            <=
p style=3D"font-family:'Lucida Grande','Lucida Sans Unicode','Lucida Sans=
',Verdana,Tahoma,sans-serif; font-size: 15px; line-height: 18px; margin-b=
ottom: 0; margin-top: 0; padding: 0; color:#1b1d1e;" dir=3D"ltr">        =
                      <strong>Express Music</strong>                     =
     </p>            <p style=3D"font-family:'Lucida Grande','Lucida Sans=
 Unicode','Lucida Sans',Verdana,Tahoma,sans-serif; font-size: 13px; line-=
height: 25px; margin-bottom: 15px; margin-top: 0; padding: 0; color:#bbbb=
bb;" dir=3D"ltr">              6 Aug 2025, 16:23 BST            </p>     =
                               <div class=3D"zd-comment" dir=3D"auto" sty=
le=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;"><p dir=3D"ltr" =
style=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;">This email o=
riginated from outside of the organization. Do not click links, open atta=
chments or reply, unless you were expecting the email and know the conten=
t is safe.</p><p dir=3D"ltr" style=3D"color: #2b2e2f; line-height: 22px; =
margin: 15px 0;">Hi Ben,</p><p dir=3D"ltr" style=3D"color: #2b2e2f; line-=
height: 22px; margin: 15px 0;">We have uploaded a video in the link.<br><=
a href=3D"https://url.us.m.mimecastprotect.com/s/pTORC0REwrFooxJ7Iwf1s9iy=
Ad?domain=3Dwe.tl" target=3D"_blank" rel=3D"nofollow noreferrer">https://=
url.us.m.mimecastprotect.com/s/pTORC0REwrFooxJ7Iwf1s9iyAd?domain=3Dwe.tl<=
/a></p><p dir=3D"ltr" style=3D"color: #2b2e2f; line-height: 22px; margin:=
 15px 0;">Some extra clarification on the plan to get this guitar fixed w=
ould be <br>good. We have told the customer there is a 2 year warranty on=
 new <br>guitars. Is this still correct?</p><p dir=3D"ltr" style=3D"color=
: #2b2e2f; line-height: 22px; margin: 15px 0;">Kind Regards,<br>Tim<br>Ex=
press Music</p></div>                      </td>        </tr>      </tbod=
y></table>    </td>  </tr></tbody></table><p dir=3D"ltr"></p><table class=
=3D"zd-liquid-comment" width=3D"100%" cellpadding=3D"0" cellspacing=3D"0"=
 border=3D"0" role=3D"presentation">  <tbody><tr>    <td width=3D"100%" s=
tyle=3D"padding: 15px 0; border-top: 1px dotted #c5c5c5;">      <table wi=
dth=3D"100%" cellpadding=3D"0" cellspacing=3D"0" border=3D"0" style=3D"ta=
ble-layout:fixed;" role=3D"presentation">        <tbody><tr>             =
         <td valign=3D"top" style=3D"padding: 0 15px 0 15px; width: 40px;=
">              <img width=3D"40" height=3D"40" alt=3D"" style=3D"height:=
 auto; line-height: 100%; outline: none; text-decoration: none; -webkit-b=
order-radius: 5px; -moz-border-radius: 5px; border-radius: 5px;" src=3D"h=
ttps://fenderemea.zendesk.com/system/photos/37645359737489/fender-red-sma=
ll.jpg">            </td>                    <td width=3D"100%" style=3D"=
padding: 0; margin: 0;" valign=3D"top">            <p style=3D"font-famil=
y:'Lucida Grande','Lucida Sans Unicode','Lucida Sans',Verdana,Tahoma,sans=
-serif; font-size: 15px; line-height: 18px; margin-bottom: 0; margin-top:=
 0; padding: 0; color:#1b1d1e;" dir=3D"ltr">                             =
                   <strong>Ben Moore</strong> (Fender Musical Instruments=
)                                          </p>            <p style=3D"fo=
nt-family:'Lucida Grande','Lucida Sans Unicode','Lucida Sans',Verdana,Tah=
oma,sans-serif; font-size: 13px; line-height: 25px; margin-bottom: 15px; =
margin-top: 0; padding: 0; color:#bbbbbb;" dir=3D"ltr">              6 Au=
g 2025, 15:54 BST            </p>                                    <div=
 class=3D"zd-comment" dir=3D"auto" style=3D"color: #2b2e2f; line-height: =
22px; margin: 15px 0;">Hi Tim,<br>&nbsp;<br>As we discussed previously, s=
ince this issue was identified after the store warranty period, it would =
fall under our manufacturer warranty terms. I believe there may have been=
 a misunderstanding about the warranty coverage when the guitar was sold =
to your customer.<br>&nbsp;<br>To ensure this matter is resolved promptly=
 and to minimize any further inconvenience to your customer, we're happy =
to proceed with addressing the issue right away. For our technical team t=
o properly assess the situation, could you please send the video document=
ation you mentioned via WeTransfer when convenient?<br>&nbsp;<br>I'd also=
 appreciate the opportunity to discuss our warranty processes to ensure w=
e're both aligned moving forward, as this will help us provide the best p=
ossible service to your customers.<br>&nbsp;<br>Thanks for your cooperati=
on, and please let me know if you need any clarification on our warranty =
terms.<br><div class=3D"signature"><p dir=3D"ltr" style=3D"color: #2b2e2f=
; line-height: 22px; margin: 15px 0;">Ben<br>
Customer Service Advisor</p></div></div><p dir=3D"ltr">                  =
    </p></td>        </tr>      </tbody></table>    </td>  </tr></tbody><=
/table><p dir=3D"ltr"></p><table class=3D"zd-liquid-comment" width=3D"100=
%" cellpadding=3D"0" cellspacing=3D"0" border=3D"0" role=3D"presentation"=
>  <tbody><tr>    <td width=3D"100%" style=3D"padding: 15px 0; border-top=
: 1px dotted #c5c5c5;">      <table width=3D"100%" cellpadding=3D"0" cell=
spacing=3D"0" border=3D"0" style=3D"table-layout:fixed;" role=3D"presenta=
tion">        <tbody><tr>                      <td valign=3D"top" style=3D=
"padding: 0 15px 0 15px; width: 40px;">              <img width=3D"40" he=
ight=3D"40" alt=3D"" style=3D"height: auto; line-height: 100%; outline: n=
one; text-decoration: none; -webkit-border-radius: 5px; -moz-border-radiu=
s: 5px; border-radius: 5px;" src=3D"https://fenderemea.zendesk.com/images=
/2016/default-avatar-80.png">            </td>                    <td wid=
th=3D"100%" style=3D"padding: 0; margin: 0;" valign=3D"top">            <=
p style=3D"font-family:'Lucida Grande','Lucida Sans Unicode','Lucida Sans=
',Verdana,Tahoma,sans-serif; font-size: 15px; line-height: 18px; margin-b=
ottom: 0; margin-top: 0; padding: 0; color:#1b1d1e;" dir=3D"ltr">        =
                      <strong>Express Music</strong>                     =
     </p>            <p style=3D"font-family:'Lucida Grande','Lucida Sans=
 Unicode','Lucida Sans',Verdana,Tahoma,sans-serif; font-size: 13px; line-=
height: 25px; margin-bottom: 15px; margin-top: 0; padding: 0; color:#bbbb=
bb;" dir=3D"ltr">              6 Aug 2025, 15:01 BST            </p>     =
                               <div class=3D"zd-comment" dir=3D"auto" sty=
le=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;"><p dir=3D"ltr" =
style=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;">This email o=
riginated from outside of the organization. Do not click links, open atta=
chments or reply, unless you were expecting the email and know the conten=
t is safe.</p><p dir=3D"ltr" style=3D"color: #2b2e2f; line-height: 22px; =
margin: 15px 0;">Hi Ben,</p><p dir=3D"ltr" style=3D"color: #2b2e2f; line-=
height: 22px; margin: 15px 0;">No I put a new set strings on it to give i=
t a refresh and it started <br>working again so I just left it.</p><p dir=
=3D"ltr" style=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;">Tim=
.</p></div>                      </td>        </tr>      </tbody></table>=
    </td>  </tr></tbody></table><p dir=3D"ltr"></p><table class=3D"zd-liq=
uid-comment" width=3D"100%" cellpadding=3D"0" cellspacing=3D"0" border=3D=
"0" role=3D"presentation">  <tbody><tr>    <td width=3D"100%" style=3D"pa=
dding: 15px 0; border-top: 1px dotted #c5c5c5;">      <table width=3D"100=
%" cellpadding=3D"0" cellspacing=3D"0" border=3D"0" style=3D"table-layout=
:fixed;" role=3D"presentation">        <tbody><tr>                      <=
td valign=3D"top" style=3D"padding: 0 15px 0 15px; width: 40px;">        =
      <img width=3D"40" height=3D"40" alt=3D"" style=3D"height: auto; lin=
e-height: 100%; outline: none; text-decoration: none; -webkit-border-radi=
us: 5px; -moz-border-radius: 5px; border-radius: 5px;" src=3D"https://fen=
deremea.zendesk.com/system/photos/37645359737489/fender-red-small.jpg">  =
          </td>                    <td width=3D"100%" style=3D"padding: 0=
; margin: 0;" valign=3D"top">            <p style=3D"font-family:'Lucida =
Grande','Lucida Sans Unicode','Lucida Sans',Verdana,Tahoma,sans-serif; fo=
nt-size: 15px; line-height: 18px; margin-bottom: 0; margin-top: 0; paddin=
g: 0; color:#1b1d1e;" dir=3D"ltr">                                       =
         <strong>Ben Moore</strong> (Fender Musical Instruments)         =
                                 </p>            <p style=3D"font-family:=
'Lucida Grande','Lucida Sans Unicode','Lucida Sans',Verdana,Tahoma,sans-s=
erif; font-size: 13px; line-height: 25px; margin-bottom: 15px; margin-top=
: 0; padding: 0; color:#bbbbbb;" dir=3D"ltr">              6 Aug 2025, 14=
:51 BST            </p>                                    <div class=3D"=
zd-comment" dir=3D"auto" style=3D"color: #2b2e2f; line-height: 22px; marg=
in: 15px 0;">Hi Tim,<br>&nbsp;<br>Thanks for getting in touch. Was a repa=
ir attempted before selling it to the customer, after the fault was repor=
ted to us a few weeks ago?<br>&nbsp;<br>Thanks,<br><div class=3D"signatur=
e"><p dir=3D"ltr" style=3D"color: #2b2e2f; line-height: 22px; margin: 15p=
x 0;">Ben<br>
Customer Service Advisor</p></div></div><p dir=3D"ltr">                  =
    </p></td>        </tr>      </tbody></table>    </td>  </tr></tbody><=
/table><p dir=3D"ltr"></p><table class=3D"zd-liquid-comment" width=3D"100=
%" cellpadding=3D"0" cellspacing=3D"0" border=3D"0" role=3D"presentation"=
>  <tbody><tr>    <td width=3D"100%" style=3D"padding: 15px 0; border-top=
: 1px dotted #c5c5c5;">      <table width=3D"100%" cellpadding=3D"0" cell=
spacing=3D"0" border=3D"0" style=3D"table-layout:fixed;" role=3D"presenta=
tion">        <tbody><tr>                      <td valign=3D"top" style=3D=
"padding: 0 15px 0 15px; width: 40px;">              <img width=3D"40" he=
ight=3D"40" alt=3D"" style=3D"height: auto; line-height: 100%; outline: n=
one; text-decoration: none; -webkit-border-radius: 5px; -moz-border-radiu=
s: 5px; border-radius: 5px;" src=3D"https://fenderemea.zendesk.com/images=
/2016/default-avatar-80.png">            </td>                    <td wid=
th=3D"100%" style=3D"padding: 0; margin: 0;" valign=3D"top">            <=
p style=3D"font-family:'Lucida Grande','Lucida Sans Unicode','Lucida Sans=
',Verdana,Tahoma,sans-serif; font-size: 15px; line-height: 18px; margin-b=
ottom: 0; margin-top: 0; padding: 0; color:#1b1d1e;" dir=3D"ltr">        =
                      <strong>Express Music</strong>                     =
     </p>            <p style=3D"font-family:'Lucida Grande','Lucida Sans=
 Unicode','Lucida Sans',Verdana,Tahoma,sans-serif; font-size: 13px; line-=
height: 25px; margin-bottom: 15px; margin-top: 0; padding: 0; color:#bbbb=
bb;" dir=3D"ltr">              6 Aug 2025, 13:32 BST            </p>     =
                               <div class=3D"zd-comment" dir=3D"auto" sty=
le=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;">This is a follo=
w-up to your previous request <a href=3D"https://fenderemea.zendesk.com/h=
c/requests/736817" target=3D"_blank" rel=3D"ticket">#736817</a> "CS LTD J=
azzmaster"

This email originated from outside of the organization. Do not click link=
s, open attachments or reply, unless you were expecting the email and kno=
w the content is safe.

Hey Ben,

Well we sold the C/S Jazzmaster S/N CZ563963 last week and guess what, =

the bridge pickup stopped working by the time the customer got it home!
Needless to say we feel very embarrassed and the customer wasn't at all =

happy!
I've attached a copy of his receipt, I also did a short video of it not =

working if that might be helpful but it's to large to send it via email?
Can we now get it back for you guys to sort out please?

Thanks.
Tim.</div><p dir=3D"ltr">                        </p><p style=3D"line-hei=
ght: 22px; font-family:'Lucida Grande','Lucida Sans Unicode','Lucida Sans=
',Verdana,Tahoma,sans-serif; margin-top: 15px; margin-bottom: 15px; font-=
size: 14px; color:#333333;" dir=3D"ltr">              Attachment(s)<br>  =
                            <a href=3D"https://fenderemea.zendesk.com/att=
achments/token/fTyRKdlL9BDEiOxvrnLZQ4QbL/?name=3DIMG_2942.jpg">IMG_2942.j=
pg</a><br>                          </p>                      </td>      =
  </tr>      </tbody></table>    </td>  </tr></tbody></table></div><p dir=
=3D"ltr">Your request (740611) has been updated. To add additional commen=
ts, reply to this email.</p><p dir=3D"ltr">Online Support:<br>- Fender De=
aler Portal - <a href=3D"https://dealer.fender.com/login" rel=3D"noreferr=
er">https://dealer.fender.com/login</a><br>- Fender Customer Support Port=
al - <a href=3D"https://support.fender.com/en-US/" rel=3D"noreferrer">htt=
ps://support.fender.com/en-US/</a></p><p dir=3D"ltr">Fender Europe Ltd - =
Leo House, Birches Industrial Estate, East Grinstead, West Sussex, RH19 1=
QZ. Company n=C2=B0 3127180</p>
  </div>
  <div style=3D"padding: 10px ; line-height: 18px; font-family: 'Lucida G=
rande',Verdana,Arial,sans-serif; font-size: 12px; color: #aaaaaa;
    margin: 10px 0 14px 0; padding-top: 10px; border-top: 1px solid #eeee=
ee;">
   =

   <b>Fender EMEA</b> - Please visit <a href=3D"www.fender.com">Fender.co=
m</a> for the full range of Fender products
   <img scr=3D"https://p3.zdassets.com/hc/theme_assets/1797108/1150001364=
45/Fender_logo.png">
   =

  </div>
<span style=3D"color:#FFFFFF" aria-hidden=3D"true" class=3D"zd_encoded_id=
">[VG6E1Y-1GZDL]</span>

</body></html>=

----==_mimepart_68937b212e3e7_6115a031274--