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Date: Tue, 21 May 2024 13:03:46 +0100
From: sales@expressmusic.co.uk
To: Igor Romanovsky <igor@irom.info>
Subject: Re: Issues with a guitar from order 26736
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Hi
Thanks for your email
Just working through our emails today as we are closed sundays and 
Mondays
Apologies its taken a few days to get back to you
I will forward your concerns to prs europe and see if they have any 
thoughts
Not sure if we order a replacement we can specify the weight and top 
finish .....
I will try and get back to you asap
Phil
:)




On 2024-05-21 12:40, Igor Romanovsky wrote:
> Hi Phil and Express Music,
> 
> I wanted to wait patiently for your response to my prev email and not
> touch the guitar until then, but could not help waiting, and proceeded
> to complete my usual setup.
> 
> I noticed that the G string does not intonate: it does not have enough
> room on the bridge saddle to move it further without removing the
> spring:
> 
> If I did not have my other SE 594 at hand, I could think that I was
> doing something wrong.
> 
> However, on my other guitar, I do not have this problem with
> intonating with the same setup (string size, relief, action):
> 
> I took measurements and found that the top bridge post on the guitar I
> received from you is ~3mm closer to the neck than on my other 594. It
> is causing the saddles to move further from the neck to compensate and
> does not have enough room. The bottom post is at the same distance.
> 
> Considering all the issues described here and in my previous email, I
> think that the guitar I got from you was made on a bad day at the
> factory. I don’t think it could be easily fixed.
> 
> So, I kindly ask you to either return this guitar for a refund, or
> either replace it with the one without issues, with a similar look (no
> wood seams visible) and weight (no more than 3.380 kg).
> 
> Sorry, I did not want to be a tough customer, I just wanted a guitar
> that I enjoy having.
> 
> From: Igor Romanovsky
> Sent: Saturday, May 18, 2024 8:13 PM
> To: sales@expressmusic.co.uk
> Subject: RE: Issues with a guitar from order 26736
> 
> Hi Phil, thank you for the response!
> 
> My other PRS SE 594 is from the same factory and model year, it just
> has a maple cap, and both pickup rings are indeed slanted, everything
> else is the same.
> 
> As I understood, on the guitar from my order, though both pickup rings
> installed are not tilted but flat, the issue cannot be fixed by just
> replacing the rings, since the original rings were installed with a
> gap from a neck:
> 
> That is causing the pickup not to sit loosely in the cavity, but
> forcing it to touch the back wall of the cavity, and it is tilting the
> pickup backward:
> 
> I have the same situation on both neck and bridge pickups. It looks
> like, at the factory, the template that was used to drill the holes
> for the screws was shifted before drilling.
> 
> So to position the pickups correctly in the cavity without touching
> the walls, the original screw holes need to be filled and re-drilled.
> Then any pickup rings, flat or titled, would work fine.
> 
> As I searched the internet, it is not uncommon for PRS SE (link [1])
> 
> So as you see now, it is probably not a light tech work as it involves
> drilling. So I wanted to explore the options that you can give me to
> resolve the issues.
> 
> Ideally, it could be if you could do a part refund to compensate for
> the fixes on my end by my guitar tech buddy.
> 
> Less preferred is shipping it back to you for a refund or repair.
> 
> My least preferred option is to exchange for another instrument since
> I like this specific guitar and don’t want to play with the fortune
> to get another instrument with another look and possible issues.
> 
> --
> 
> Kind regards,
> 
> Igor Romanovsky
> 
> -----Original Message-----
> From: sales@expressmusic.co.uk <sales@expressmusic.co.uk>
> Sent: Friday, May 17, 2024 4:58 PM
> To: Igor Romanovsky <igor@irom.info>
> Subject: Re: Issues with a guitar from order 26736
> 
> Hi
> 
> Thanks for the email
> 
> Looks like a different pickup ring to us, not sure if either prs have
> changed this or it is in fact incorrect Is the other prs you have made
> in the same factory / age ?
> 
> We have had a look at some other models we have in stock and we have
> examples of both the tilted and flat pickup rings in the neck position
> Any light tech work would not void the warranty Let me know how you
> would like to proceed Phil
> 
> :)
> 
> Of course w will do our best to get this resolved On 2024-05-16 22:20,
> Igor Romanovsky wrote:
> 
>> Hello dear Express Music,
> 
>> 
> 
>> I’m writing to you with regards to order 26736 for the guitar PRS
> SE
> 
>> McCarty 594 Singlecut Standard, and issues discovered within the 30
> 
>> day warranty period.
> 
>> 
> 
>> Most of the time from the guitar delivery I was away, and only this
> 
>> week I had an opportunity to get it to a guitar tech for a setup to
> my
> 
>> preferences.
> 
>> 
> 
>> My guitar tech found some issues that cannot be fixed without
> voiding
> 
>> the warranty.
> 
>> 
> 
>>     * The pickup rings are installed not properly aligned with the
> pickup
> 
>> cavities in the body, causing the pickups to be tilted opposite to
> the
> 
>> direction of the strings. This prevents the correct pickup position
> to
> 
>> get the optimal sound, and would require filling and re-drilling the
> 
> 
>> holes for pickup rings screws, voiding the warranty.
> 
>> 
> 
>> In the below picture is the pickup position on the guitar I
> received,
> 
>> the pickups are touching the walls of cavities and tilted opposite
> to
> 
>> the strings::
> 
>> 
> 
>> And on the below picture is the pickup of the other PRS SE 594 I
> 
>> happen to have, where the pickups are tilted properly, in the
> 
>> direction of strings:
> 
>> 
> 
>>     * There were dust and dirt under the film that was supposed to
> 
>> protect the neck pickup, and after removing the film, it was not
> 
>> possible to remove the dirt/stain while using standard guitar
> cleaning
> 
>> products. It looks like the pickup cover plating cannot be cleaned
> to
> 
>> have a clean polished texture. Attaching the picture.
> 
>> 
> 
>>     * The volume pot for the bridge pickup had some debris inside,
> and
> 
>> did not work past full position. The pot was cleaned and the sweeper
> 
> 
>> was bent in the opposite direction, however in the long run it will
> 
>> require a pot replacement to ensure proper operation, which would
> 
>> probably void the warranty too.
> 
>> 
> 
>> My query is to get your guidance if you can fix these issues as a
> 
>> warranty case, or accept the guitar for a full refund, or issue a
> part
> 
>> refund to cover the fixes. I would not like to replace this guitar
> as
> 
>> I bought it for its specific weight and look, and don’t want to
> have
> 
>> it replaced by a random stock guitar.
> 
>> 
> 
>> I did not play the guitar at all and it is in the original condition
> 
> 
>> with the full packaging and tags.
> 
>> 
> 
>> Hope for you understanding for the situation. I really wanted to
> have
> 
>> and enjoy this guitar, but I believe the issues discovered should to
> 
> 
>> be addressed.
> 
>> 
> 
>> --
> 
>> Kind regards,
> 
>> Igor Romanovsky
> 
>> 
> 
>> From: sales@expressmusic.co.uk <sales@expressmusic.co.uk>
> 
>> Sent: Tuesday, April 16, 2024 1:23 PM
> 
>> To: Alias Forms <forms@irom.info>
> 
>> Subject: Express Music Order Despatched 26736
> 
>> 
> 
>> Express Music
> 
>> 
> 
>> [Order Despatched]
> 
>> 
> 
>> -------------------------
> 
>> 
> 
>> Dear Igor Romanovsky,
> 
>> 
> 
>> Your order was despatched on 16 April 2024 via FedEx and should be
> 
>> with you shortly.
> 
>> 
> 
>> The Tracking Number is 775972243672. Tracking may not start working
> 
>> for a few hours.
> 
>> 
> 
>> Your order will be dispatched on 16/04 with FedEx Express 24hr
> 
>> Delivery (working days only, excluding weekends & bank holidays).
> 
>> 
> 
>> Order Tracking: https://www.fedex.com/en-gb/home.html [2]
> 
>> 
> 
>> To see our terms and conditions please follow the link below:
> 
>> http://www.expressmusic.co.uk/products.asp?page=termsconditions [3]
> 
>> 
> 
>> Please note: A signature will be required upon delivery.
> 
>> 
> 
>> When receiving your item, please sign for as "Unchecked" therefore
> if
> 
>> the item has been damaged in transit we can claim from the courier.
> 
>> 
> 
>> If you have any queries please email us on sales@expressmusic.co.uk
> 
>> quoting the order reference.
> 
>> 
> 
>> We very much appreciate your custom and hope you are pleased with
> our
> 
>> products.
> 
>> 
> 
>> Kindest regards,
> 
>> 
> 
>> Express Music
> 
>> 
> 
>> -------------------------
> 
>> 
> 
>> T: 01926 808982
> 
>> E: sales@expressmusic.co.uk
> 
>> W: https://www.expressmusic.co.uk [4]
> 
>> 
> 
>> Express Music, B2 & B3 Quarry Park, Old Milverton Lane, Leamington
> 
>> Spa, Warwickshire, CV32 6RW, United Kingdom VAT Reg No: GB 837 2933
> 06
> 
>> 
> 
>> Delivery Address
> 
>> 
> 
>> Billing Address
> 
>> 
> 
>> Igor Romanovsky
> 
>> 113 Boston Manor Road
> 
>> Brentford
> 
>> TW8 9JR
> 
>> UK Mainland
> 
>> 
> 
>> Igor Romanovsky
> 
>> 113 Boston Manor Road
> 
>> Brentford
> 
>> TW8 9JR
> 
>> UK Mainland
> 
>> 
> 
>> Order/Invoice No:
> 
>> 
> 
>> 26736
> 
>> 
> 
>> Account ID:
> 
>> 
> 
>> 23084
> 
>> 
> 
>> Order Date:
> 
>> 
> 
>> 15/04/2024 21:47
> 
>> 
> 
>> Payment Method:
> 
>> 
> 
>> TAKEPAYMENTS
> 
>> 
> 
>> Order Status:
> 
>> 
> 
>> DESPATCHED
> 
>> 
> 
>> Payment Reference:
> 
>> 
> 
>> 317780499
> 
>> 
> 
>> Phone:
> 
>> 
> 
>> +447878111650
> 
>> 
> 
>> Email:
> 
>> 
> 
>> forms@irom.info
> 
>> 
> 
>> Message:
> 
>> 
> 
>> There are no visible wood seams in your photo of this guitar, but
> all
> 
>> photos are taken from a specific angle. If seams are visible from
> 
>> other angles, please get in touch with me first with pictures
> showing
> 
>> how the seams look, preferably at a straight 90-degree angle.
> Thanks.
> 
>> 
> 
>> Qty
> 
>> 
> 
>> Code
> 
>> 
> 
>> Product Name
> 
>> 
> 
>> Price
> 
>> 
> 
>> Total
> 
>> 
> 
>> 1
> 
>> 
> 
>> 340502 [1]
> 
>> 
> 
>> PRS SE McCarty 594 Singlecut Standard - Tobacco Sunburst [1]
> 
>> 
> 
>> £549.00
> 
>> 
> 
>> £549.00
> 
>> 
> 
>> Subtotal
> 
>> 
> 
>> £549.00
> 
>> 
> 
>> Delivery
> 
>> 
> 
>> £0.00
> 
>> 
> 
>> VAT Included
> 
>> 
> 
>> £91.50
> 
>> 
> 
>> Grand Total
> 
>> 
> 
>> £549.00
> 
>> 
> 
>> 
> 
>> 
> 
>> Links:
> 
>> ------
> 
>> [1] https://www.expressmusic.co.uk/products.asp?code=340502 [5]
> 
> 
> 
> Links:
> ------
> [1] 
> https://www.thegearpage.net/board/index.php?threads/prs-dgt-se.2336808/post-38782684
> [2] https://www.fedex.com/en-gb/home.html
> [3] http://www.expressmusic.co.uk/products.asp?page=termsconditions
> [4] https://www.expressmusic.co.uk
> [5] https://www.expressmusic.co.uk/products.asp?code=340502