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Date: Wed, 06 Aug 2025 14:54:06 +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>
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<VG6E1Y1GZDL_68935dff23faa_b615a05326a1_sprut@zendesk.com>
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Subject: [Fender Musical Instruments] Re: Re: [Fender Musical Instruments] Re:
CS LTD Jazzmaster
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##- Please type your reply above this line -##
----------------------------------------------
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]=
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<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=
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width: 40px;"> <img width=3D"40" height=3D"40" alt=3D"" sty=
le=3D"height: auto; line-height: 100%; outline: none; text-decoration: no=
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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, 15:54 BST </p> =
<div class=3D"zd-comment" dir=3D"auto" style=3D"color: #2b2e2f; li=
ne-height: 22px; margin: 15px 0;">Hi Tim,<br> <br>As we discussed pr=
eviously, since this issue was identified after the store warranty period=
, it would fall under our manufacturer warranty terms. I believe there ma=
y have been a misunderstanding about the warranty coverage when the guita=
r was sold to your customer.<br> <br>To ensure this matter is resolv=
ed promptly and to minimize any further inconvenience to your customer, w=
e're happy to proceed with addressing the issue right away. For our techn=
ical team to properly assess the situation, could you please send the vid=
eo documentation you mentioned via WeTransfer when convenient?<br> <=
br>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=
the best possible service to your customers.<br> <br>Thanks for you=
r cooperation, and please let me know if you need any clarification on ou=
r warranty terms.<br><div class=3D"signature"><p dir=3D"ltr" style=3D"col=
or: #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> <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> <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>
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