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Date: Thu, 02 May 2024 15:33:53 +0100
From: hello@expressmusic.co.uk
To: John Hodgson <jhodgson@fender.com>
Subject: Re: Customer complaint issue
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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
> 
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