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Date: Tue, 02 Mar 2021 11:30:59 +0000
From: Express Music <coventry@expressmusic.co.uk>
To: Jake Law <jlaw@fender.com>
Subject: RE: RE: R106526 - Arrived with a finish flaw
In-Reply-To: <BYAPR19MB26957B8AD88DD7F2901436CFBB9A9@BYAPR19MB2695.namprd19.prod.outlook.com>
References: <7cd887b58a6b11c83ea7d1107533280d@expressmusic.co.uk>
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 <8007dd886ca6a1c33b4bab6489e4d5c5@expressmusic.co.uk>
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Message-ID: <48c1483e1c3b3e7b8625ede1da41edb0@expressmusic.co.uk>
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Hi Jake,

Thanks for sorting this out. Please can you make sure we're down for a 
replacement.

Kind Regards,
Harriet

Express Music
196 - 204 Binley Road
Coventry
CV3 1HG

On 01/03/2021 12:24, Jake Law wrote:
> Hi Harriet,
>
> Apologies for the delay in getting back to you on this one, I've just
> raised RA:10225567 - the paperwork should be coming through shortly.
>
> We'll credit the guitar in full once it's back with us.
>
> Best Regards,
>
> Jake Law
> Custom Shop Service Coordinator
> Fender EMEA
>
> -----Original Message-----
> From: Jay Evans <JEvans@fender.com>
> Sent: 25 February 2021 13:23
> To: Express Music <coventry@expressmusic.co.uk>; Jake Law 
> <jlaw@fender.com>
> Subject: RE: RE: R106526 - Arrived with a finish flaw
>
> Hi Harriet,
>
> No problem - maybe if you've got a third party e-mail client it might
> have stripped out the replies (sometimes Zendesk or similar software
> can do that).
>
> No worries though. Jake Law will handle the RA and you should have
> all the information this afternoon I would think.
> Hey @Jake Law - let us know if any problems with this at all mate of 
> course.
>
> Thanks guys!
>
>
> Kind Regards,
>
> Jay Evans
> Custom Shop Sales Manager
> Tel +44 7879 890096
>
>
>
> *** PLEASE NOTE ***
> ETA’S ARE NOT GUARANTEED LANDED DATES. THESE ARE A ROUGH GUIDE ONLY
> AND SHOULD NEVER EVER BE USED AS PROMISED LANDED DATES.
>
> TEAMBUILD & CUSTOM ORDER = 8 MONTHS
> ALL ARTIST GUITARS =  12 – 18 MONTHS (PLEASE INQUIRE FOR SPECIFICS)
> MASTER BUILDERS = (PLEASE INQUIRE FOR SPECIFICS)
>
> FENDER CUSTOM SHOP WEBSITE
>  
> 2021 FENDER CUSTOM SHOP GUITAR DESIGN GUIDE
>
> 2021 FENDER CUSTOM SHOP CUSTOM COLLECTION
>
> FENDER CUSTOM SHOP VIDEOS
>
>  
> PRICE QUOTES VALID FOR 90 DAYS
>
> -----Original Message-----
> From: Express Music <coventry@expressmusic.co.uk>
> Sent: 25 February 2021 13:21
> To: Jay Evans <JEvans@fender.com>
> Subject: RE: RE: R106526 - Arrived with a finish flaw
>
> Cool for some reason we didn't get that but happy to have it 
> collected.
>
> Please let us know the RA etc.
>
> Kind Regards,
> Harriet
>
> Express Music
> 196 - 204 Binley Road
> Coventry
> CV3 1HG
>
> On 25/02/2021 13:16, Jay Evans wrote:
>> Hi guys!
>>
>> I have already addressed this in my last e-mail?
>>
>> Attached again now.
>>
>>
>> Kind Regards,
>>
>> Jay Evans
>> Custom Shop Sales Manager
>> Tel +44 7879 890096
>>
>>
>>
>> *** PLEASE NOTE ***
>> ETA’S ARE NOT GUARANTEED LANDED DATES. THESE ARE A ROUGH GUIDE ONLY
>> AND SHOULD NEVER EVER BE USED AS PROMISED LANDED DATES.
>>
>> TEAMBUILD & CUSTOM ORDER = 8 MONTHS
>> ALL ARTIST GUITARS =  12 – 18 MONTHS (PLEASE INQUIRE FOR SPECIFICS)
>> MASTER BUILDERS = (PLEASE INQUIRE FOR SPECIFICS)
>>
>> FENDER CUSTOM SHOP WEBSITE
>>  
>> 2021 FENDER CUSTOM SHOP GUITAR DESIGN GUIDE
>>
>> 2021 FENDER CUSTOM SHOP CUSTOM COLLECTION
>>
>> FENDER CUSTOM SHOP VIDEOS
>>
>>  
>> PRICE QUOTES VALID FOR 90 DAYS
>>
>> -----Original Message-----
>> From: Express Music <coventry@expressmusic.co.uk>
>> Sent: 25 February 2021 13:05
>> To: Jake Law <jlaw@fender.com>
>> Cc: Jay Evans <JEvans@fender.com>
>> Subject: Fwd: RE: R106526 - Arrived with a finish flaw
>>
>> Hi Guys,
>>
>> Just checking you got our response earlier in the week (see below)
>>
>> --------------------------------
>>
>> Hi Jay,
>>
>> Thanks for getting back to us.
>>
>> To be honest for 10% we would probably keep it but for 5% it seems 
>> too
>> little reduction so we'd have it replaced.
>>
>> It's such a shame as we all love it!
>>
>> Kind Regards,
>> Harriet
>>
>> Express Music
>> 196 - 204 Binley Road
>> Coventry
>> CV3 1HG
>>
>> On 23/02/2021 13:48, Jay Evans wrote:
>>> HI guys,
>>>
>>> Thank you for bringing this to my attention.
>>>
>>> It is always very tricky with Exotic wood style instruments which 
>>> is
>>> often why these take a lot longer to fulfil in the first instance.
>>>
>>> I am willing to do a 5% partial credit on this piece in light of 
>>> the
>>> finish issue. Please let me know and we can arrange that.
>>>
>>> Alternatively we can collect for replacement of course. Again, 
>>> JLaw's
>>> advised date on turnarounds at the quickest is 3- 6 months.
>>>
>>> Please let me know and we'll sort it.
>>>
>>> Many thanks and all the very best.
>>>
>>> Kind Regards,
>>>
>>> JAY EVANS
>>>
>>> CUSTOM SHOP SALES MANAGER
>>>
>>> TEL +44 7879 890096
>>>
>>>  
>>>
>>>  
>>>
>>> FENDER CUSTOM SHOP WEBSITE [1]
>>>
>>> 2021 FENDER CUSTOM SHOP GUITAR DESIGN GUIDE [2]
>>>
>>> 2021 FENDER CUSTOM SHOP CUSTOM COLLECTION [3]
>>>
>>> FENDER CUSTOM SHOP VIDEOS [4]
>>>
>>>  
>>>
>>> PRICE QUOTES VALID FOR 90 DAYS
>>>
>>> FROM: Jake Law <jlaw@fender.com>
>>>  SENT: 23 February 2021 13:44
>>>  TO: Jay Evans <JEvans@fender.com>
>>>  CC: coventry@expressmusic.co.uk
>>>  SUBJECT: R106526 - Arrived with a finish flaw
>>>
>>> Hi Jay,
>>>
>>>  We've had the guitar attached sent in from Harriet at Express 
>>> Music
>>> in Coventry. There is some sinkage in the body which can just about
>>> be seen in the picture, is around 1cm long and is quite noticeable 
>>> on
>>> a guitar like this.
>>>
>>>  They'd be happy to consider a partial credit if you could please
>>> advise on how much we could offer.
>>>
>>>  A replacement or repair would take anywhere between 3-6 months.
>>>
>>> BEST REGARDS,
>>>
>>> JAKE LAW
>>>
>>> CUSTOM SHOP SERVICE COORDINATOR
>>>
>>> FENDER EMEA
>>>
>>>  
>>>
>>>  [1]
>>>
>>>  
>>>
>>> FENDER CUSTOM SHOP WEBSITE [1]
>>>
>>>  
>>>
>>> 2021 FENDER CUSTOM SHOP GUITAR DESIGN GUIDE [2]
>>>
>>>  
>>>
>>> 2021 FENDER CUSTOM SHOP CUSTOM COLLECTION [3]
>>>
>>> DISCLAIMER
>>>
>>> The information contained in this communication from the sender is
>>> confidential. It is intended solely for use by the recipient and
>>> others authorized to receive it. If you are not the recipient, you
>>> are hereby notified that any disclosure, copying, distribution or
>>> taking action in relation of the contents of this information is
>>> strictly prohibited and may be unlawful.
>>>
>>>
>>>
>>> Links:
>>> ------
>>> [1] http://www.fendercustomshop.com
>>> [2]
>>>
>>>
>>>
>>> 
>>> https://drive.google.com/file/d/1FMaBlMprpMJmsHbWgEyz0yK9Ram_WCNV/view?usp=sharing
>>> [3]
>>>
>>>
>>>
>>> 
>>> https://drive.google.com/file/d/1p-JIrfMOFjvWJA5itbOoXcBmXx2uZI2y/view?usp=sharing
>>> [4] https://tinyurl.com/yxb23fsu