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Date: Wed, 22 Apr 2026 05:05:21 -0700 (PDT)
From: Westside Distribution Ltd <info@westsidedistribution.com>
Reply-to: Westside Distribution Ltd
<cases.5404013.95153_1005099_49212.d373cfe217@5404013.email.netsuite.com>
To: hello@expressmusic.co.uk
Message-id:
<hb2d2vmqs9gcovxx5drz889huspp9s79w0hsq3mih1n4o9czbs4ggsk3u357526x@netsuite.com>
Subject: Case # 001660 Updated: "Martin 00X2E-COCO Back separating"
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<html><head><style>
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body, p, td {
font-family: Verdana, Arial, Helvetica, sans-serif;
font-size: 11px;
}
-->
</style>
</head>
<body>
<p><img src=3D"https://5404013.app.netsuite.com/core/media/media.nl?id=3D16=
14&c=3D5404013&h=3DcVj4456NMqV1wX2jhPTMV_KPkRRR-IASIj1_vClLH-bCD4Np=
" width=3D"300" border=3D"0" /></p>
<table border=3D"0" width=3D"100%" cellspacing=3D"2" cellpadding=3D"2">
<tbody>
<tr valign=3D"top">
<td colspan=3D"2" align=3D"left">Case #001660 has been updated.<br /> =
</td>
</tr>
<tr valign=3D"top">
<td valign=3D"top" nowrap=3D"nowrap" width=3D"20%"><strong>Case Number</str=
ong></td>
<td valign=3D"top" width=3D"80%">001660</td>
</tr>
<tr valign=3D"top">
<td valign=3D"top" nowrap=3D"nowrap"><strong>Case Subject</strong></td>
<td valign=3D"top">Martin 00X2E-COCO Back separating</td>
</tr>
<tr valign=3D"top">
<td valign=3D"top" nowrap=3D"nowrap"><strong>Customer</strong></td>
<td valign=3D"top">Express Music (MLC) Limited</td>
</tr>
<tr valign=3D"top">
<td valign=3D"top" nowrap=3D"nowrap"><strong>Contact</strong></td>
<td valign=3D"top">Express Music (MLC) Limited : Phil</td>
</tr>
<tr valign=3D"top">
<td valign=3D"top" nowrap=3D"nowrap"><strong>Creation Date</strong></td>
<td valign=3D"top">07/04/2026, 14:28:00 (GMT) Greenwich Mean Time : Dublin,=
Edinburgh, Lisbon, London</td>
</tr>
<tr valign=3D"top">
<td valign=3D"top" nowrap=3D"nowrap"><strong>Case Type</strong></td>
<td valign=3D"top">Problem</td>
</tr>
<tr valign=3D"top">
<td valign=3D"top" nowrap=3D"nowrap"><strong>Case Priority</strong></td>
<td valign=3D"top">Medium</td>
</tr>
<tr valign=3D"top">
<td valign=3D"top" nowrap=3D"nowrap"><strong>Case Status</strong></td>
<td valign=3D"top">Re-Opened</td>
</tr>
<tr valign=3D"top">
<td valign=3D"top" nowrap=3D"nowrap"><strong>Updated By</strong></td>
<td valign=3D"top">Ruaraidh Macleod</td>
</tr>
<tr valign=3D"top">
<td valign=3D"top" nowrap=3D"nowrap"><strong>Date Updated</strong></td>
<td valign=3D"top">22/04/2026, 13:05:21 (GMT) Greenwich Mean Time : Dublin,=
Edinburgh, Lisbon, London</td>
</tr>
<tr valign=3D"top">
<td colspan=3D"2" valign=3D"top"><span style=3D"font-size: 9px; font-family=
: Verdana,Arial,Helvetica,sans-serif;"><br /><img src=3D"http://content.net=
suite.com/images/icons/crm/icon_updateCase.gif" align=3D"absbottom" /><span=
style=3D"color: #666666;"> Reply to this email to update this case.</span>=
</span>
</td>
</tr>
</tbody>
</table>
<hr noshade=3D"noshade" size=3D"1" width=3D"100%" />
<blockquote>
<p><strong>Message History</strong><br /><span style=3D"color: #666666;"> =
-----Original Message-----<br>From: Ruaraidh=
Macleod<br>Sent: 22/04/2026<br>Subject: Martin 00X2E-COCO Back separating<=
br><br><p>Hi Phil,</p><p>=C2=A0</p><p>The only times I've seen this kind of=
issue with any of this range of guitars is if there has been some form of =
impact or compression. Mainly impact. =C2=A0</p><p>The possibility of the b=
ack coming loose on its own is incredibly small.</p><p>=C2=A0</p><p>Kind re=
gards,</p><p>Ruaraidh</p><br><br>-----Original Message-----<br>From: Phil<b=
r>Sent: 22/04/2026<br>Subject: Martin 00X2E-COCO Back separating<br><br>Hi<=
br />thanks for the getting OOX2E back so quickly<br />Our customer has req=
uested a refund as he is certain it was a <br />manufacturing defect, what =
were your thoughts ?<br />Regards<br />Phil<br /><br />On 2026-04-15 15:00,=
Westside Distribution Ltd wrote:<br />> Please find attached your RA fo=
r Case#001660 - Hi Ruaraidh,<br />> <br />> We have the guitar back w=
ith us. It doesn't look to have been bashed<br />> around to our eyes bu=
t keen to know your thoughts. It's boxed up and<br />> ready to go.<br /=
>> <br />> Kind Regards,<br />> Phil<br />> Express Music<br />=
> <br />> On 2026-04-07 14:36, Westside Distribution Ltd wrote:<br />=
>> Case #001660 has been updated.<br />>> <br />>> Case N=
umber<br />>> 001660<br />>> <br />>> Case Subject<br />&=
gt;> Martin 00X2E-COCO Back separating<br />>> <br />>> Cust=
omer<br />>> Express Music (MLC) Limited<br />>> <br />>>=
Contact<br />>> Express Music (MLC) Limited : Phil<br />>> <br=
/>>> Creation Date<br />>> 07/04/2026, 14:28:00 (GMT) Greenwic=
h Mean Time : Dublin, Edinburgh,<br />>> Lisbon, London<br />>>=
<br />>> Case Type<br />>> Problem<br />>> <br />>>=
; Case Priority<br />>> Medium<br />>> <br />>> Case Stat=
us<br />>> In Progress<br />>> <br />>> Updated By<br />&=
gt;> Ruaraidh Macleod<br />>> <br />>> Date Updated<br />>=
;> 07/04/2026, 14:36:44 (GMT) Greenwich Mean Time : Dublin, Edinburgh,<b=
r />>> Lisbon, London<br />>> <br />>> Reply to this emai=
l to update this case.<br />>> <br />>> -----------------------=
--<br />>> <br />>>> Message History<br />>>> -----=
Original Message-----<br />>>> From: Ruaraidh Macleod<br />>>=
;> Sent: 07/04/2026<br />>>> Subject: Martin 00X2E-COCO Back se=
parating<br />>>> <br />>>> Good afternoon,<br />>>=
> <br />>>> It's a bit difficult to see from the picture here. =
This kind of<br />>>> damage is normally caused but some form of i=
mpact or compression.<br />>>> <br />>>> We can take a lo=
ok at it and see if we can repair it but please be<br />>>> aware =
that any repair may be visible after the work is carried out.<br />>>=
> <br />>>> Let me know when you have the guitar back and I'll =
issue a returns<br />>>> authorisation.<br />>>> <br />&g=
t;>> Kind regards,<br />>>> <br />>>> Ruaraidh<br /=
>>>> <br />>>> -----Original Message-----<br />>>&g=
t; From: misc999<br />>>> Sent: 07/04/2026<br />>>> Subje=
ct: Martin 00X2E-COCO Back separating<br />>>> <br />>>> =
-----Original Message-----<br />>>> From: sales@expressmusic.co.uk=
<sales@expressmusic.co.uk><br />>>> Sent: 07 April 2026 14:=
07<br />>>> To: Ruaraidh MacLeod <ruaraidh.macleod@westsidedist=
ribution.com><br />>>> Subject: Martin Fault ...<br />>>&=
gt; <br />>>> Hi Ruaraidh<br />>>> <br />>>> Cus=
tomer purchased a OOX2AE from us earlier this year, he has<br />>>>=
; noticed the side is coming away from the back (image attached)<br />>&=
gt;> <br />>>> He assures us the guitar has been kept in its ca=
se when not in use,<br />>>> I have not seen the guitar yet myself=
as this was a web order.<br />>>> <br />>>> Martin OOX2A=
E<br />>>> Serial Number 2942969<br />>>> Purchase 7/1/26=
<br />>>> <br />>>> Whats the best course of action to ge=
t this resolved ?<br />>>> <br />>>> Phil<br />>>&g=
t; Express Music<br />>>> <br />>>> On 2026-04-07 13:50, =
hello@expressmusic.co.uk wrote:<br />>>>> <br />>>>>=
; <br />>>>> Kind Regards,<br />>>>> Phil, Tim &=
; Harriet<br />>>>> <br />>>>> Express Music<br />&=
gt;>>> B2 & B3 Quarry Park<br />>>>> Old Milverton=
Lane<br />>>>> Leamington Spa<br />>>>> CV32 6RW<b=
r />>>>> <br />>>>> 01926 808982<br />>> <br =
/>>> -------------------------<br />> <br />> To update your ca=
se or notify us that the goods have been despatched<br />> please reply =
to this email.<br /><br><br>-----Original Message-----<br>From: Ruaraidh Ma=
cleod<br>Sent: 15/04/2026<br>Subject: Martin 00X2E-COCO Back separating<br>=
<br><HTML><HEAD><BASE href=3D'https://5404013.app.netsuite.com/'><meta http=
-equiv=3D"Content-Type" content=3D"text/html; charset=3DUTF-8"></HEAD><BODY=
style=3D"font-family:Verdana,Arial,Helvetica,sans-serif;font-size:10pt;"><=
p>Please find attached your RA for Case#001660 - Hi Ruaraidh,<br /><br />We=
have the guitar back with us. It doesn't look to have been bashed <br />ar=
ound to our eyes but keen to know your thoughts. It's boxed up and <br />re=
ady to go.<br /><br />Kind Regards,<br />Phil<br />Express Music<br /><br /=
>On 2026-04-07 14:36, Westside Distribution Ltd wrote:<br />> Case #0016=
60 has been updated.<br />> <br />> =09=09Case Number<br />> =09=
=09001660<br />> <br />> =09=09Case Subject<br />> =09=09Martin =
00X2E-COCO Back separating<br />> <br />> =09=09Customer<br />> =
=09=09Express Music (MLC) Limited<br />> <br />> =09=09Contact<br />=
> =09=09Express Music (MLC) Limited : Phil<br />> <br />> =09=09=
Creation Date<br />> =09=0907/04/2026, 14:28:00 (GMT) Greenwich Mean Ti=
me : Dublin, Edinburgh,<br />> Lisbon, London<br />> <br />> =09=
=09Case Type<br />> =09=09Problem<br />> <br />> =09=09Case Prio=
rity<br />> =09=09Medium<br />> <br />> =09=09Case Status<br />&=
gt; =09=09In Progress<br />> <br />> =09=09Updated By<br />> =
=09=09Ruaraidh Macleod<br />> <br />> =09=09Date Updated<br />> =
=09=0907/04/2026, 14:36:44 (GMT) Greenwich Mean Time : Dublin, Edinburgh,<b=
r />> Lisbon, London<br />> <br />> Reply to this email to update=
this case.<br />> <br />> -------------------------<br />> <br />=
>> Message History<br />>> -----Original Message-----<br />>=
> From: Ruaraidh Macleod<br />>> Sent: 07/04/2026<br />>> Su=
bject: Martin 00X2E-COCO Back separating<br />>> <br />>> Good =
afternoon,<br />>> <br />>> It's a bit difficult to see from th=
e picture here. This kind of<br />>> damage is normally caused but s=
ome form of impact or compression.<br />>> <br />>> We can take=
a look at it and see if we can repair it but please be<br />>> aware=
that any repair may be visible after the work is carried out.<br />>>=
; <br />>> Let me know when you have the guitar back and I'll issue a=
returns<br />>> authorisation.<br />>> <br />>> Kind reg=
ards,<br />>> <br />>> Ruaraidh<br />>> <br />>> --=
---Original Message-----<br />>> From: misc999<br />>> Sent: 07=
/04/2026<br />>> Subject: Martin 00X2E-COCO Back separating<br />>=
> <br />>> -----Original Message-----<br />>> From: sales@ex=
pressmusic.co.uk <sales@expressmusic.co.uk><br />>> Sent: 07 Ap=
ril 2026 14:07<br />>> To: Ruaraidh MacLeod <ruaraidh.macleod@west=
sidedistribution.com><br />>> Subject: Martin Fault ...<br />>&=
gt; <br />>> Hi Ruaraidh<br />>> <br />>> Customer purcha=
sed a OOX2AE from us earlier this year, he has<br />>> noticed the si=
de is coming away from the back (image attached)<br />>> <br />>&g=
t; He assures us the guitar has been kept in its case when not in use,<br /=
>>> I have not seen the guitar yet myself as this was a web order.<br=
/>>> <br />>> Martin OOX2AE<br />>> Serial Number 294296=
9<br />>> Purchase 7/1/26<br />>> <br />>> Whats the best=
course of action to get this resolved ?<br />>> <br />>> Phil<=
br />>> Express Music<br />>> <br />>> On 2026-04-07 13:5=
0, hello@expressmusic.co.uk wrote:<br />>>> <br />>>> <br=
/>>>> Kind Regards,<br />>>> Phil, Tim & Harriet<br =
/>>>> <br />>>> Express Music<br />>>> B2 & =
B3 Quarry Park<br />>>> Old Milverton Lane<br />>>> Leami=
ngton Spa<br />>>> CV32 6RW<br />>>> <br />>>> 0=
1926 808982<br />> <br />> -------------------------</p>
<p>To update your case or notify us that the goods have been despatched ple=
ase reply to this email.</p></BODY></HTML><br><br>-----Original Message----=
-<br>From: Phil<br>Sent: 15/04/2026<br>Subject: Martin 00X2E-COCO Back sepa=
rating<br><br>Hi Ruaraidh,<br /><br />We have the guitar back with us. It d=
oesn't look to have been bashed <br />around to our eyes but keen to know y=
our thoughts. It's boxed up and <br />ready to go.<br /><br />Kind Regards,=
<br />Phil<br />Express Music<br /><br />On 2026-04-07 14:36, Westside Dist=
ribution Ltd wrote:<br />> Case #001660 has been updated.<br />> <br =
/>> =09=09Case Number<br />> =09=09001660<br />> <br />> =09=
=09Case Subject<br />> =09=09Martin 00X2E-COCO Back separating<br />>=
; <br />> =09=09Customer<br />> =09=09Express Music (MLC) Limited<b=
r />> <br />> =09=09Contact<br />> =09=09Express Music (MLC) Lim=
ited : Phil<br />> <br />> =09=09Creation Date<br />> =09=0907/0=
4/2026, 14:28:00 (GMT) Greenwich Mean Time : Dublin, Edinburgh,<br />> L=
isbon, London<br />> <br />> =09=09Case Type<br />> =09=09Proble=
m<br />> <br />> =09=09Case Priority<br />> =09=09Medium<br />&g=
t; <br />> =09=09Case Status<br />> =09=09In Progress<br />> <br=
/>> =09=09Updated By<br />> =09=09Ruaraidh Macleod<br />> <br /=
>> =09=09Date Updated<br />> =09=0907/04/2026, 14:36:44 (GMT) Green=
wich Mean Time : Dublin, Edinburgh,<br />> Lisbon, London<br />> <br =
/>> Reply to this email to update this case.<br />> <br />> -----=
--------------------<br />> <br />>> Message History<br />>>=
-----Original Message-----<br />>> From: Ruaraidh Macleod<br />>&=
gt; Sent: 07/04/2026<br />>> Subject: Martin 00X2E-COCO Back separati=
ng<br />>> <br />>> Good afternoon,<br />>> <br />>>=
; It's a bit difficult to see from the picture here. This kind of<br />>=
;> damage is normally caused but some form of impact or compression.<br =
/>>> <br />>> We can take a look at it and see if we can repair=
it but please be<br />>> aware that any repair may be visible after =
the work is carried out.<br />>> <br />>> Let me know when you =
have the guitar back and I'll issue a returns<br />>> authorisation.<=
br />>> <br />>> Kind regards,<br />>> <br />>> Rua=
raidh<br />>> <br />>> -----Original Message-----<br />>>=
From: misc999<br />>> Sent: 07/04/2026<br />>> Subject: Martin=
00X2E-COCO Back separating<br />>> <br />>> -----Original Mess=
age-----<br />>> From: sales@expressmusic.co.uk <sales@expressmusi=
c.co.uk><br />>> Sent: 07 April 2026 14:07<br />>> To: Ruara=
idh MacLeod <ruaraidh.macleod@westsidedistribution.com><br />>>=
Subject: Martin Fault ...<br />>> <br />>> Hi Ruaraidh<br />&g=
t;> <br />>> Customer purchased a OOX2AE from us earlier this year=
, he has<br />>> noticed the side is coming away from the back (image=
attached)<br />>> <br />>> He assures us the guitar has been k=
ept in its case when not in use,<br />>> I have not seen the guitar y=
et myself as this was a web order.<br />>> <br />>> Martin OOX2=
AE<br />>> Serial Number 2942969<br />>> Purchase 7/1/26<br />&=
gt;> <br />>> Whats the best course of action to get this resolved=
?<br />>> <br />>> Phil<br />>> Express Music<br />>&=
gt; <br />>> On 2026-04-07 13:50, hello@expressmusic.co.uk wrote:<br =
/>>>> <br />>>> <br />>>> Kind Regards,<br />>=
;>> Phil, Tim & Harriet<br />>>> <br />>>> Expr=
ess Music<br />>>> B2 & B3 Quarry Park<br />>>> Old M=
ilverton Lane<br />>>> Leamington Spa<br />>>> CV32 6RW<b=
r />>>> <br />>>> 01926 808982<br />> <br />> -----=
--------------------<br><br>-----Original Message-----<br>From: Ruaraidh Ma=
cleod<br>Sent: 07/04/2026<br>Subject: Martin 00X2E-COCO Back separating<br>=
<br><p>Good afternoon,</p><p>=C2=A0</p><p>It's a bit difficult to see from =
the picture here. =C2=A0This kind of damage is normally caused but some for=
m of impact or compression.</p><p>We can take a look at it and see if we ca=
n repair it but please be aware that any repair may be visible after the wo=
rk is carried out.</p><p>Let me know when you have the guitar back and I'll=
issue a returns authorisation.</p><p>=C2=A0</p><p>Kind regards,</p><p>Ruar=
aidh</p><br><br>-----Original Message-----<br>From: misc999<br>Sent: 07/04/=
2026<br>Subject: Martin 00X2E-COCO Back separating<br><br><br /><br />-----=
Original Message-----<br />From: sales@expressmusic.co.uk <sales@express=
music.co.uk> <br />Sent: 07 April 2026 14:07<br />To: Ruaraidh MacLeod &=
lt;ruaraidh.macleod@westsidedistribution.com><br />Subject: Martin Fault=
...<br /><br />Hi Ruaraidh<br /><br />Customer purchased a OOX2AE from us =
earlier this year, he has noticed the side is coming away from the back (im=
age attached)<br /><br />He assures us the guitar has been kept in its case=
when not in use, I have not seen the guitar yet myself as this was a web o=
rder.<br /><br />Martin OOX2AE<br />Serial Number 2942969<br />Purchase 7/1=
/26<br /><br />Whats the best course of action to get this resolved ?<br />=
<br />Phil<br />Express Music<br /><br /><br />On 2026-04-07 13:50, hello@e=
xpressmusic.co.uk wrote:<br />> <br />> <br />> Kind Regards,<br /=
>> Phil, Tim & Harriet<br />> <br />> Express Music<br />> =
B2 & B3 Quarry Park<br />> Old Milverton Lane<br />> Leamington S=
pa<br />> CV32 6RW<br />> <br />> 01926 808982<br /><br><br> </s=
pan></p>
</blockquote>
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