TERRIBLE EXPERIENCE PURCHASING THROUGH G&L's ONLINE STORE

[Chavero]

So after an advice via this forum, we decided to place an order for that EXPENSIVE Black Tolex Case for my Asat through the G&L Online Store, where an additional UPS shipping cost also had to be paid.

The package was delivered with a Black Tolex Case that has a 2 inches white scratch in one of the edges, several staple holes, the latches look different from the one on the site's picture and guess what? WRONG ITEM!

THE CASE SENT DOESN'T FIT MY ASAT CLASSIC'S BODY.
Apparently, the body's 'Form Fit' of the case is for a slimmer body guitar.. I hope G&L has respect and attention for their customers. I'm really disappointed as well as upset since I'm guessing I'll have to keep spending in UPS shipping after wasting my money. I'm so done with this thing of getting a hardshell case for my Asat that I could keep this one if it worked for one of my other guitars (Fender's Strat and Tele) but it won't, they don't fit either.

We only got 2 emails from G&L. One was the confirmation of the order, and the other one was the confirmation of order processed? I have no idea where I'll have to go from here since I have no clue who to contact regarding this matter.

Could someone with experience on the G&L site please help me?

[MJ Slaughter]

Doesn't seem like a big deal though I understand your frustration. Just call their main number and let them work it out. Someone goofed up but I'm sure you will be taken care of. Make sure they email you a return prepaid shipping label for the old case.

[Craig]

Go to the G&L On-Line Store and you should see the Contact Us link. It's located on the right hand side.
Here is the link to the G&L On-Line Contact information.

It has all the contact information and I'm sure that Todd will make sure it gets resolved to your satisfaction.

Hope this helps.

[Chavero]

Thanks Craig,

I called the Contact Information number and got to a guy called Kenny, who was told about my problem thanks to someone very helpful who forwarded this actual topic in the forum, and by the time I called, I didn't notice an email from him was already sent to my inbox.

He was very kind helping me and I think it's important to let know how G&L took care of my problem as well as what happened so this could help other G&L Tolex Case buyers.

The Tolex Case sent was the correct item, but the problem was that the guitar can’t be placed into the Form-Fit part of the case as how you usually place your guitars into their molded cases.
Kenny also told me that the Tolex Cases are shipped from the OEM (G&G) with a few tool marks or holes and that G&L started using different latches awhile back.
We didn’t discuss about the 2 inches scratch but at that point I was only worry about getting the correct case for my ASAT. The scratch and the tool marks are not really big problems for me. The case is something that will protect my guitar for things like that, so it’s expected to get even more scratches and marks in the future.

Back to the tolex case fit: The Form-Fit foam is so tight that you just can’t place the guitar without doing some work done that Kenny was so kind to recommend, so I post the following part of the email for if it's needed by someone else around:

“Put the lower bout of the guitar in the case while holding the neck angled Up out of the case. Push down on the lower end right by bottom strap button And then push down on the neck a little (wiggle it back and forth a little if you have to) And it should go right in. The padding will conform to your guitar and you will have a nice tight fit.”

So the body of the guitar has to be forced to fit by pushing it down that way and then the foam padding will conform to it.

I’m very happy now, not only because my problem was solved, but also because G&L was really careful.

[louis cyfer]

great news

[Craig]

Thanks Craig,

I called the Contact Information number and got to a guy called Kenny, who was told about my problem thanks to someone very helpful who forwarded this actual topic in the forum, and by the time I called, I didn't notice an email from him was already sent to my inbox.

He was very kind helping me and I think it's important to let know how G&L took care of my problem as well as what happened so this could help other G&L Tolex Case buyers.

The Tolex Case sent was the correct item, but the problem was that the guitar can’t be placed into the Form-Fit part of the case as how you usually place your guitars into their molded cases.
Kenny also told me that the Tolex Cases are shipped from the OEM (G&G) with a few tool marks or holes and that G&L started using different latches awhile back.
We didn’t discuss about the 2 inches scratch but at that point I was only worry about getting the correct case for my ASAT. The scratch and the tool marks are not really big problems for me. The case is something that will protect my guitar for things like that, so it’s expected to get even more scratches and marks in the future.

Back to the tolex case fit: The Form-Fit foam is so tight that you just can’t place the guitar without doing some work done that Kenny was so kind to recommend, so I post the following part of the email for if it's needed by someone else around:

“Put the lower bout of the guitar in the case while holding the neck angled Up out of the case. Push down on the lower end right by bottom strap button And then push down on the neck a little (wiggle it back and forth a little if you have to) And it should go right in. The padding will conform to your guitar and you will have a nice tight fit.”

So the body of the guitar has to be forced to fit by pushing it down that way and then the foam padding will conform to it.

I’m very happy now, not only because my problem was solved, but also because G&L was really careful.

I was the one who forwarded your post to two of my contacts at G&L and happy to see that it was easily resolved for you.
Thanks for posting Kenny's detail on how to place the guitar into the case and I will be adding that information into the G&L Knowledgebase.

[Chavero]

Thanks for all your help Craig!

[Its_Him_Again]

IME with G&L, help is only a phone call away. The Website is not necessarily perfect, and Web communications can be spotty, but they are good on the phone. It's a sort of old-fashioned operation still, which is a big part of why I love them.

I remember when my dad purchased his custom-ordered dark purple metallic Skyhawk when I was a kid. We went down to Fullerton and he picked it up at the factory. We got there to pick it up, and they gave us a tour of the operation. It was a very cool experience to have as a kid who was just learning to play. I will always remember it, and it helped to bias me toward G&L products for life. Another time, when I was a teenager, my L-2000 had a problem with the jack, and I just took it down there myself. They fixed it quickly and inexpensively while I waited. I don't think they allow pickups or walk-in service any more, but they still have that basic sort of old-school attitude toward dealing with customers, kind of unphased by the fact that we have the Internet now. In today's world, that is refreshing, despite the small drawbacks it may have from time to time.

I'm glad they were able to help you sort this out. Nobody can be perfect, but in the end, they are a good company who conduct business in a manner that is very respectful of their customers (i.e. dealers) and their end users (i.e. players). That's the exact opposite of what you get from a company like Gibson these days.

[Chavero]

IME with G&L, help is only a phone call away. The Website is not necessarily perfect, and Web communications can be spotty, but they are good on the phone. It's a sort of old-fashioned operation still, which is a big part of why I love them.

I remember when my dad purchased his custom-ordered dark purple metallic Skyhawk when I was a kid. We went down to Fullerton and he picked it up at the factory. We got there to pick it up, and they gave us a tour of the operation. It was a very cool experience to have as a kid who was just learning to play. I will always remember it, and it helped to bias me toward G&L products for life. Another time, when I was a teenager, my L-2000 had a problem with the jack, and I just took it down there myself. They fixed it quickly and inexpensively while I waited. I don't think they allow pickups or walk-in service any more, but they still have that basic sort of old-school attitude toward dealing with customers, kind of unphased by the fact that we have the Internet now. In today's world, that is refreshing, despite the small drawbacks it may have from time to time.

I'm glad they were able to help you sort this out. Nobody can be perfect, but in the end, they are a good company who conduct business in a manner that is very respectful of their customers (i.e. dealers) and their end users (i.e. players). That's the exact opposite of what you get from a company like Gibson these days.

G&L has this great 'Customer-Care' attitude which IMO all musical instrument related companies should have. We're not buying gadgets (Like MP3 Players or Smartphones) but true musical instruments. I'm very happy to know that this company supports their customers that way. Along with the great quality of my guitar, this experience makes me feel confident of keep buying more from them in the future