No more G&L guitars for me...

8len8 · Post by **8len8** » Sat Jul 13, 2013 8:40 am

I've been a huge fan of G&L since the 80s, when I bought my first one. Since then I've bought a couple more.

The issue is that I had a question about my latest guitar. After 3 attempts at contacting G&L I've got no reply. Not even a reply that they can't help me or are too busy. To me that's a failed customer service business model.

So besides venting my frustration here, I guess this is just an FYI for future customers of theirs. If you are the type of person who has follow up questions about a guitar after you purchase it then G&L might not be the best choice for you. Later.

Miles Smiles · Post by **Miles Smiles** » Sat Jul 13, 2013 9:41 am

Which number did you call?

You're hopefully not relying on e-mail. This doesn't work for most addresses listed somewhere in the web, especially with one of that free mail accounts, like yahoo, gmail aso.

PS:
Why not posting your question here at this forum? I've seen many answered right here.

Salmon · Post by **Salmon** » Sat Jul 13, 2013 1:35 pm

i think g&l is supposed to be accessed through your dealer of choice not directly.

they don't have a department for direct support.

i don't think any contact information on their website is meant to be used as direct support.

craig the moderator here seems to be able to access people at g&l.

he may be able to point to where information is related to your problem here also.

8len8 · Post by **8len8** » Sat Jul 13, 2013 2:11 pm

I don't have access to a phone during business hours. This is the 21st century, so if G&L doesn't have an email interface that works properly, shame on them.

I bought the guitar from an online dealer that doesn't deal mainly in musical instruments.

Craig has gone out of his way to help with this, but no one from G&L is responding to me.

Salmon · Post by **Salmon** » Sat Jul 13, 2013 2:26 pm

I viewed your posts and gather it is your seahawk neck you want to replace?

8len8 · Post by **8len8** » Sat Jul 13, 2013 2:30 pm

Salmon wrote:I viewed your posts and gather it is your seahawk neck you want to replace?

It wanted to see if they could replace the neck on a Superhawk. Based on other posts I've seen on this subject I don't think they could help me out, but I at least expected a reply from them...

Salmon · Post by **Salmon** » Sat Jul 13, 2013 2:50 pm

the neck- being too wide maybe you can look around for someone capable of reducing its size? if it were too small you would not have any option of improving it. good luck.

louis cyfer · Post by **louis cyfer** » Sat Jul 13, 2013 4:16 pm

the only customer service they have is here through craig. even trying to reach them via phone is almost impossible. they receive email, just don't respond. and i had to call over and over again, usually calling bbe directly (as the messages left at g&l were never returned) talking to sales people and trying to talk them into running after the g&l customer service people. on the average, after a dozen calls and a week i'd get through.

8len8 · Post by **8len8** » Sat Jul 13, 2013 4:30 pm

louis cyfer wrote:the only customer service they have is here through craig. even trying to reach them via phone is almost impossible. they receive email, just don't respond. and i had to call over and over again, usually calling bbe directly (as the messages left at g&l were never returned) talking to sales people and trying to talk them into running after the g&l customer service people. on the average, after a dozen calls and a week i'd get through.

That kind of experience confirms that G&L isn't a company I want to deal with in the future. It shouldn't have to be that difficult to contact a company that you purchase a ~$1,000 product from. That's just sad.

yowhatsshakin · Post by **yowhatsshakin** » Sat Jul 13, 2013 5:15 pm

8len8 wrote:That's just sad.

Sad indeed. G&L is pretty specific who you should contact first (see their Support Page on their site) and I trust you used the phone number mentioned in this post on replacement necks by Craig. But I have to point out that that $1,000 you either paid to a dealer or to a private individual, but certainly not directly to the factory. So that argument doesn't hold much water. Just ask yourself, if it was your car and lets say for the sake of argument that it was a Ford, would you expect the factory to help you out when you wanted to find a replacement part for a Model T? I am assuming here that your Superhawk is pre-BBE but is does not necessarily weaken the argument. IMHO you can safely take them not contacting you as a 'No, we cannot help you with that' and if that is sufficient for you to shun G&L not withstanding their high-quality stuff than that is truly 'Sad indeed'.

This all from somebody raised in a country where customer support meant you were being berated by some young upshot who was tasked to make sure no extra expenses were incurred by the store.

- Jos

louis cyfer · Post by **louis cyfer** » Sat Jul 13, 2013 5:28 pm

jos, a courtesy reply that says "sorry cant help you" is still much better than just sitting in the dark.

yowhatsshakin · Post by **yowhatsshakin** » Sat Jul 13, 2013 9:01 pm

louis cyfer wrote:jos, a courtesy reply that says "sorry cant help you" is still much better than just sitting in the dark.

That may be the case louis. This is most definitely a gray area were people will differ in opinion on whether an acknowledgment is a 'must' or a 'nice to have'. But it still wouldn't get you where you would like to be so you are in no different situation. And they have to spend money and time to get you no closer to a solution. In the end, it is a personal choice whether to let it get to you or to shake it off and move on.

- Jos

louis cyfer · Post by **louis cyfer** » Sat Jul 13, 2013 9:47 pm

i am not talking about acknowledgement, but an answer. yes or no. that way the person doesn't sit around wondering if the answer is coming down the line, and can move on. so you are in a different situation, you know whether to seek other solution or not. it does not cost much to send off a short email. not doing this will cost them customers, doing it will not. therefore it is an easy decision. there is nothing to lose if you do it, and the possibility of losing if you don't.

meursault · Post by **meursault** » Sat Jul 13, 2013 11:03 pm

Well... I Like g&l guitars but that behavior is lame, especially for a company selling itself like a CS... A guitar is not a car, that comparison has no sense to me... The purpose must be the best, not the average bad support... To me matamp is at amps what g&l is at guitars, and we can contact them anytime by phone (they are a bit late about all those Internet things) and they'll try to help out for any of their amps even for 40 years old one...

Salmon · Post by **Salmon** » Sun Jul 14, 2013 11:11 am

on the point regarding expense, it would cost money having an employee read through emails and sending off a response even if it is a brief single line. there would be numerous cases where more information might be needed which would take additional time to eventually provide a response.

an auto-response is practically costless. you would not be any closer to resolution but you would have a response. that is not more than a pacifier. "thank you we have received your email."

they should remove the email and phone contact information n the website if no one answers either though.

but i agree we should not expect to be able to contact people at the factory directly. the car analogy holds up whether there are companies that have access through direct contact at their factory or not. it is not a standard. it is an exception.

sirmyghin · Post by **sirmyghin** » Sun Jul 14, 2013 2:58 pm

A damned shame that G&L doesn't let you subvert the overall process they have in place to suit your needs. Heaven forbid a factory doesn't bend over backwards for you. I had a warranty claim on a guitar this year, I went to where I bought it, and it was sorted out in a week. Dealer's are the go to guys first and foremost nowadays, with few exceptions.

8len8 · Post by **8len8** » Sun Jul 14, 2013 3:42 pm

sirmyghin wrote:A damned shame that G&L doesn't let you subvert the overall process they have in place to suit your needs. Heaven forbid a factory doesn't bend over backwards for you. I had a warranty claim on a guitar this year, I went to where I bought it, and it was sorted out in a week. Dealer's are the go to guys first and foremost nowadays, with few exceptions.

So what is someone like me, with a non-typical question, supposed to do. My sort of question is not the type that a dealer can handle. G&L advertises a support email address. If they aren't going to answer emails they should remove it from their site.

Fumble fingers · Post by **Fumble fingers** » Sun Jul 14, 2013 3:45 pm

sirmyghin he got it off the internet is why he doesn't have a dealer to go too .... I feel his his pain , I could never buy a guitar with 1 3/4 nut with out playing it first ....

sirmyghin · Post by **sirmyghin** » Sun Jul 14, 2013 4:05 pm

Any dealer CAN act as an interface, the question is more are they willing. You did give a very good reason I don't buy instruments digitally though, I get stores to bring them in for me if need be. If you have a good relationship with a dealer of G&L whether you bought this one or not I'm sure they would be happy to help.

What I would do if I were you though, just play it til you get used to it. Every guitar I own, including a 5 and 6 string bass, all have different nut widths and string spacings.

8len8 · Post by **8len8** » Sun Jul 14, 2013 4:11 pm

sirmyghin wrote:Any dealer CAN act as an interface, the question is more are they willing. You did give a very good reason I don't buy instruments digitally though, I get stores to bring them in for me if need be.

I waited 2 months and I wasn't seeing any stores stock that new model. I was told they were made to order, so that's when I decided to bite the bullet and buy one from an online dealer that happened to have one in stock.

sirmyghin · Post by **sirmyghin** » Sun Jul 14, 2013 4:13 pm

^
They are indeed made to order, I edited my above to give a little more clarity to thought process.

louis cyfer · Post by **louis cyfer** » Sun Jul 14, 2013 4:25 pm

sirmyghin wrote:Any dealer CAN act as an interface, the question is more are they willing. You did give a very good reason I don't buy instruments digitally though, I get stores to bring them in for me if need be. If you have a good relationship with a dealer of G&L whether you bought this one or not I'm sure they would be happy to help.

What I would do if I were you though, just play it til you get used to it. Every guitar I own, including a 5 and 6 string bass, all have different nut widths and string spacings.

the dealers i talked to were all total idiots. they don't know the product, carry little to no inventory, and are usually unwilling to talk to the factory. when they do, they only have access to the sales guys, who know even less, and are absolutely useless. the only customer service g&l has is craig here.
it would be smart business to fix these issues, but to accuse dave of being smart would be slender. despite this, the product is excellent, and the factory produces great instruments. if they fixed the dealer network, and improved customer service, g&l could be much more successful.

8len8 · Post by **8len8** » Sun Jul 14, 2013 6:47 pm

Yeah, the dealer situation isn't the best. Many of the local dealers listed on the G&L site longer carry them or are closed. For the model I bought, one dealer told me every aspect of the guitar could be customized, while another dealer told me only the color could be selected.

Lacking Talent · Post by **Lacking Talent** » Mon Jul 15, 2013 12:32 am

See this thread for a dealer in your region that may be willing to try help you -- http://guitarsbyleo.com/FORUM/viewtopic ... 118&t=8245 -- unless you've already been through this with them. Best of luck, the whole situation sounds very frustrating.

helle-man · Post by **helle-man** » Mon Jul 15, 2013 7:13 am

.
One problem is that both the G&L factory and the office at BBE (the owners of G&L) are down to skeleton crews, and everyone is swamped with more work than they can do in any given day.

That's no excuse, but that's the reality down there and you need to be aware of that when dealing with them. The squeaky wheel gets the grease, so keep trying.

I also have a difficult time in reading this thread trying to ascertain what the real problem is with the neck. Did I miss it somewhere? Is it damaged, or warped? Or do you just want a different style neck?

My 2¢

Will

Post by **Craig** » Mon Jul 15, 2013 7:24 am

helle-man wrote:.
One problem is that both the G&L factory and the office at BBE (the owners of G&L) are down to skeleton crews, and everyone is swamped with more work than they can do in any given day.

That's no excuse, but that's the reality down there and you need to be aware of that when dealing with them. The squeaky wheel gets the grease, so keep trying.

I also have a difficult time in reading this thread trying to ascertain what the real problem is with the neck. Did I miss it somewhere? Is it damaged, or warped? Or do you just want a different style neck?

My 2¢

Will

Here's the original thread: Cantrell Superhawk Release.

Post by **Darth Invader** » Mon Jul 15, 2013 10:41 am

Hi,

I'm very sorry about that lack of response and I can totally appreciate how you feel. We've been searching several ways on the server trying to find one or more of your emails but we've not been able to find any. At this point all I can imagine is that the server thought there was something seriously wrong, enough that it wouldn't even put it through to the spambins which all of us routinely check.

It could have been addressed very easily, as we don't have codes to do alternatives on the Superhawk neck as it's a signature model and only needed to be done one way.

Again, I'm really sorry about the email and I wish I had better news about options.

Best to you,

Dave

The Black Page · Post by **The Black Page** » Mon Jul 15, 2013 3:25 pm

I'm with Louis on this one.i was lucky enough to be taken under the wing of you boys here after wiping my hands with it once,there would be others that have not been afforded that luxury & just threw their hands in the air & went quietly off into the night that we're all oblivious of.as eclectic,esoteric,meticulous & sonically divine as these instruments are in a business sense G & L overall should take stock in a few areas IMO.times are tough & it's a buyers market these days & if you're not prepared to bend a little & get your finger on the pulse a bit you're playing with fire..

Goat · Post by **Goat** » Mon Jul 15, 2013 5:28 pm

The internet has changed the way business is done.
The most successful companies on the internet are the ones with the best customer service - the quickest and most complete sorting out of any problems; the easiest ordering process etc..

However good, (superb even), a company's products are, excellent customer service is absolutely expected these days. If products are truly good the time spent on customer service should be minimal, so there is no viable excuse for a lack of it.

If a company believes in it's product, nothing instils more confidence in a buyer than a 'lifetime' warranty on manufacturing defects and knowing any problems will be sorted out efficiently.

The fairly regular reports of poor customer relations by G&L is the only thing stopping me ordering the guitar I have spec'd for myself - I just don't like the idea of a company that is happy to take my money, but having done so is no longer interested in making sure I'm happy with what I've bought from them.

It's a traditional business adage that 80% of your business comes from repeat customers. Keeping existing customers happy is so important. I'm an existing customer; being abroad makes me attach more importance to customer service. I would love to order a custom from the factory, but haven't yet because it seems 'safer' to buy second-hand here. If I knew the factory would make sure I was a happy customer, I'd be ordering from them.

louis cyfer · Post by **louis cyfer** » Mon Jul 15, 2013 5:58 pm

Goat wrote:The internet has changed the way business is done.
The most successful companies on the internet are the ones with the best customer service - the quickest and most complete sorting out of any problems; the easiest ordering process etc..

However good, (superb even), a company's products are, excellent customer service is absolutely expected these days. If products are truly good the time spent on customer service should be minimal, so there is no viable excuse for a lack of it.

If a company believes in it's product, nothing instils more confidence in a buyer than a 'lifetime' warranty on manufacturing defects and knowing any problems will be sorted out efficiently.

The fairly regular reports of poor customer relations by G&L is the only thing stopping me ordering the guitar I have spec'd for myself - I just don't like the idea of a company that is happy to take my money, but having done so is no longer interested in making sure I'm happy with what I've bought from them.

It's a traditional business adage that 80% of your business comes from repeat customers. Keeping existing customers happy is so important. I'm an existing customer; being abroad makes me attach more importance to customer service. I would love to order a custom from the factory, but haven't yet because it seems 'safer' to buy second-hand here. If I knew the factory would make sure I was a happy customer, I'd be ordering from them.

i have to completely agree. in g&l's defense, i don't think that they don't care, it is just an absolute technological incompetence. i mean, they can't even run their own cnc machines, have to outsource all programing. it also seems they can't figure out email, networking or even html to run their website.

Fumble fingers · Post by **Fumble fingers** » Mon Jul 15, 2013 6:28 pm

G & L's are still the best deals out there , this won't keep me from buying more G & L's , but it will make me not buy a crazy width neck with out playing it first .... put the guitar on ebay , there still probably people out there that don't want to wait for a new order to come in like yourself .... will the internet dealer take it back for trade with a guitar neck you like ??

Post by **Theguitarstore** » Mon Jul 15, 2013 8:25 pm

Do yourself a favor. Next time give me a call. I am a dealer who stocks over 40 G&L guitars. Has recently offered a Superhawk. It was even available online at 3am. I offer after sale services and customer support. I sell and service guitars, not books. You bought a specialized instrument. You need a dealer who specializes. Manufacturers do not need consumers calling directly. That is why they sell to dealers.

Salmon · Post by **Salmon** » Mon Jul 15, 2013 9:21 pm

Goat wrote:The internet has changed the way business is done.

It's a traditional business adage that 80% of your business comes from repeat customers.

g&l isn't amazon.com the product is sold through dealers (some online some out of a physical store) so the customer service is the dealer's not g&l's. if you buy from an unauthorized dealer you do not get an authorized warranty. if there is a warranty it comes from the seller. (there may be a manufacturing warranty for defects which may require being the original owner with a receipt from an auth. dealer not sure of the details).

regarding repeat customers, just look around. how many guitar builders have a similarly high percentage of repeat/collectors vs one off buyers? seems like a lot of people with a g&l have more than one, want more and plan on having more than one.

an issue being discussed is factory responsiveness but the original problem is someone wanting the factory to replace a neck. g&l doesn't offer replacement necks. there might be a chance if it were a warranty defect but not simply a matter of personal taste.

maybe we can help the guy find someone who is capable of modifying the neck. that seems to be the only option if he wants to keep it and play it.

louis cyfer · Post by **louis cyfer** » Mon Jul 15, 2013 9:33 pm

Salmon wrote:
Goat wrote:The internet has changed the way business is done.

It's a traditional business adage that 80% of your business comes from repeat customers.
g&l isn't amazon.com the product is sold through dealers (some online some out of a physical store) so the customer service is the dealer's not g&l's. if you buy from an unauthorized dealer you do not get an authorized warranty. if there is a warranty it comes from the seller. if the seller doesn't offer a warranty the factory has nothing to do with it.

regarding repeat customers, just look around. how many guitar builders have a similarly high percentage of repeat/collectors vs one off buyers? seems like a lot of people with a g&l have more than one, want more and plan on having more than one.

an issue being discussed is factory responsiveness but the original problem is someone wanting the factory to replace a neck. g&l doesn't offer replacement necks. there might be an outside chance if it were a warranty defect but not simply a matter of personal taste.

maybe we can help the guy find someone who is capable of modifying the neck. that seems to be the only option if he wants to keep it and play it.

actually i was told by g&l that the warranty stands if you have the receipt and within the time period. they also offer replacement necks, if you turn the old one in. it does cost a pretty penny though. they also have non warranty service, listed on the website. the problem is getting in touch. they also have an online store, and people have had terrible time ordering from there as well. the problem is not lack of will, it is technological incompetence.

louis cyfer · Post by **louis cyfer** » Mon Jul 15, 2013 9:35 pm

Theguitarstore wrote:Do yourself a favor. Next time give me a call. I am a dealer who stocks over 40 G&L guitars. Has recently offered a Superhawk. It was even available online at 3am. I offer after sale services and customer support. I sell and service guitars, not books. You bought a specialized instrument. You need a dealer who specializes. Manufacturers do not need consumers calling directly. That is why they sell to dealers.

if only all other dealers were like you. the factory is 20 minutes from me. the closest competent dealer is an hour and a half (buffalo brothers).

Salmon · Post by **Salmon** » Mon Jul 15, 2013 9:43 pm

louis cyfer wrote:actually i was told by g&l that the warranty stands if you have the receipt and within the time period. they also offer replacement necks, if you turn the old one in. it does cost a pretty penny though. they also have non warranty service, listed on the website. the problem is getting in touch. they also have an online store, and people have had terrible time ordering from there as well. the problem is not lack of will, it is technological incompetence.

any receipt from your purchase? the original receipt from a previous owner? regardless of auth or not? i read somewhere on this forum that g&l didn't offer necks because they did not have enough to spare from the demand for guitar builds. do you mean warranty/defect replacements? there is a number for "non-warranty repairs" but is there a place where this repair work is defined? what do they do that is a non-warranty repair?

louis cyfer · Post by **louis cyfer** » Mon Jul 15, 2013 9:54 pm

Salmon wrote:
louis cyfer wrote:actually i was told by g&l that the warranty stands if you have the receipt and within the time period. they also offer replacement necks, if you turn the old one in. it does cost a pretty penny though. they also have non warranty service, listed on the website. the problem is getting in touch. they also have an online store, and people have had terrible time ordering from there as well. the problem is not lack of will, it is technological incompetence.
any receipt? the original receipt from a previous owner? i read somewhere on this forum that g&l didn't offer necks because they did not have enough to spare from the demand for guitar builds. do you mean warranty/defect replacements?
there is a number for "non-warranty repairs" but is there a place where this repair work is defined? what do they do that is a non-warranty repair?

if the neck or body is defective, they will replace it out of warranty, but they keep thew old parts. i don't know if they replace non defective necks, i have not asked that question. i was told if i can get the receipt, the warranty would work.

Salmon · Post by **Salmon** » Mon Jul 15, 2013 10:05 pm

this is what i had read some time ago in the knowledgebase but i see that the current f.a.q. on the g&l website has a different answer. actually i had read more where something or someone said in a thread they didn't have enough to sell them individually because they needed all of them for builds.

http://guitarsbyleo.com/FORUM/viewtopic.php?f=12&t=3334
Q. I need a part for my G&L. Where should I get it?
A. You can obtain some parts through the G&L Online Store. You can order other parts through your local G&L dealer, or by calling our customer service line at (714) 897-6766 extention 116. Not all parts are available for all models and we are currently unable to offer our bodies, necks, or pickups for aftermarket use. We have a limited supply of some older parts available from our Online Store.

from the current f.a.q. on g&l's website

http://www.glguitars.com/faq/index2.asp
Q. I need a part for my G&L. Where can I get it?
A. In the US, please visit our online store or contact your local G&L dealer. Outside the US, please contact your national distributor.

jeffmarshall67 · Post by **jeffmarshall67** » Mon Jul 15, 2013 11:54 pm

so let me get this straight. This guitar came from a place that doesn't offer a return policy? Buying a guitar sight unseen from a "dealer" that doesn't offer one then not being happy?

In the original thread, he says he's not excited about the specs of the neck but then posts "Never mind about the specs. I went ahead and bought the NAMM Superhawk". Two posts later his whole problem is about those very specs that he didn't care about. I've had a buttload of guitars pass through my hands, but I've never played something with a 1 3/4 inch nut and 14 inch radius. He obviously hadn't either, and I can't imagine ordering a guitar with such a different neck profile without knowing I could return it. In the original thread, he is even asked to PM one of the best G&L dealers around who would have offered such a thing no problem. If having to have "something now" overrides the wait for an ordered guitar (which isn't much of a wait in the real world), expect to have limited options. I see 20 dealers in Illinois listed on the G&L site, and I've gotta imagine they are mostly good dealers. Locally we have a few, and all are places I wouldn't have any issue with on a deal like this

I just ordered a guitar online from a dealer I haven't dealt with. The local dealer for this guitar is a monolith that is owned by Bain Capital, and I don't like giving them my money. I read every spec of the guitar, making sure I was comfortable and knowledgeable about every piece of the guitar. I then read every word of their return/shipping/payment policies. I then spent the time to check out the retailer online (google, BBB, even Yelp) and they were rated very high. I called them and the person that answered the phone gave me an in hand description of the guitar, even pointing out it was a tad bit heavier than others of it's type. By doing this on his own, he showed to me he wanted me to be happy and not just get my credit card number and run. The guitar is here and perfect, and I still have 12 days to return if if I want to (but won't). It took me probably 20 minutes online to do this, and maybe 10 minutes on the phone. Way less than these threads, emails and calls must have taken after the fact on this Superhawk.

I see 3 options. Sell it, return it or find someone reputable to reshape the neck. I'm sure it wouldn't be hard to sell, and if a few bucks were lost it wouldn't be anyone's fault but the buyer. Return it if you can press the place to take it back, but if not I'm sure that was spelled out beforehand or this wouldn't be an issue right now. Do the crazy thing and have someone alter it, making it something that would be harder to sell than ever someday. I would never expect the manufacturer to take a specialized signature model and alter it. Kind of like buying a Buck Owens painted Telecaster then complaining about the colors.

Just my 2 (or 20) cents.

louis cyfer · Post by **louis cyfer** » Tue Jul 16, 2013 12:16 am

one of the big problems is that trying out other than #1 necks is very difficult. g&l does not make this easy. i only know of one dealer who has neck blanks of the different necks for people to feel. it's like having color swatches in upholstery.

jeffmarshall67 · Post by **jeffmarshall67** » Tue Jul 16, 2013 12:23 am

I can walk into a shop in Seattle, and play at least 4 or 5 profiles. That's where I was able to compare the modern V to a vintage V.

True on the Superhawk profile, making the return policy about 10 times more important than the other profiles. They don't make that profile on regular production guitars without asking for a reason. I'm not gonna buy the widest tires available to fit the rims of my car, without knowing I can take them back if they rub on the fenders.

louis cyfer · Post by **louis cyfer** » Tue Jul 16, 2013 1:06 am

jeffmarshall67 wrote:I can walk into a shop in Seattle, and play at least 4 or 5 profiles. That's where I was able to compare the modern V to a vintage V.

True on the Superhawk profile, making the return policy about 10 times more important than the other profiles. They don't make that profile on regular production guitars without asking for a reason. I'm not gonna buy the widest tires available to fit the rims of my car, without knowing I can take them back if they rub on the fenders.

i can't even walk into the g&l factory and play all the profiles. at least that's what they told me when i was there (several times). or at any of the dealers around here. the only way i have been able to try any other profiles (than #1) is going to craigslist ads. pretty sad.

Salmon · Post by **Salmon** » Tue Jul 16, 2013 2:43 am

louis cyfer wrote:i can't even walk into the g&l factory and play all the profiles. at least that's what they told me when i was there (several times). or at any of the dealers around here. the only way i have been able to try any other profiles (than #1) is going to craigslist ads. pretty sad.

louis,

are you really surprised? how many factories are hands-on? let's see there's willy wonka's chocolate factory and... i'm kidding with you.

i do think you are stacking the scales to make your case to an extent though.

with a neck you could get an idea by trying variations and sizes in other brands.

it isn't criminal that g&l does not have samples distributed to their dealers for prospective buyers to try out.

you said earlier that g&l offers replacement necks but "it costs a pretty penny." so far i have only seen that they once said they don't offer replacement necks. now it doesn't specify whether they do or not in the f.a.q. we are not talking about replacing a defective neck.

why don't you just say how much instead of saying "a pretty penny" if you know?

blargfromouterspace · Post by **blargfromouterspace** » Tue Jul 16, 2013 2:59 am

Want a new neck? Ask musikraft or Warmoth to do one for you. Problem solved.

Want something from company-X not offered by company-X? Get something else. Problem solved.

Company-X not bending over backwards to accomodate you? Suck it up, you aren't that important. Whining on the internet to some faceless strangers is a further waste of time.

Seriously

supereiv · Post by **supereiv** » Tue Jul 16, 2013 3:55 am

louis cyfer wrote: if only all other dealers were like you. the factory is 20 minutes from me. the closest competent dealer is an hour and a half (buffalo brothers).

I wish I could only see some US G&L in store in France ! Even though there's an official distributor

louis cyfer · Post by **louis cyfer** » Tue Jul 16, 2013 6:21 am

Salmon wrote:
louis cyfer wrote:i can't even walk into the g&l factory and play all the profiles. at least that's what they told me when i was there (several times). or at any of the dealers around here. the only way i have been able to try any other profiles (than #1) is going to craigslist ads. pretty sad.
louis,

are you really surprised? how many factories are hands-on? let's see there's willy wonka's chocolate factory and... i'm kidding with you.

i do think you are stacking the scales to make your case to an extent though.

with a neck you could get an idea by trying variations and sizes in other brands.

it isn't criminal that g&l does not have samples distributed to their dealers for prospective buyers to try out.

you said earlier that g&l offers replacement necks but "it costs a pretty penny." so far i have only seen that they once said they don't offer replacement necks. now it doesn't specify whether they do or not in the f.a.q. we are not talking about replacing a defective neck.

why don't you just say how much instead of saying "a pretty penny" if you know?

they said they don't offer necks for aftermarket sales. they don't want g&l partcasters floating around. that's different than neck replacement. i am not sure the price of a new neck would fall under the no new prices posted policy.

louis cyfer · Post by **louis cyfer** » Tue Jul 16, 2013 6:22 am

blargfromouterspace wrote:Want a new neck? Ask musikraft or Warmoth to do one for you. Problem solved.

Want something from company-X not offered by company-X? Get something else. Problem solved.

Company-X not bending over backwards to accomodate you? Suck it up, you aren't that important. Whining on the internet to some faceless strangers is a further waste of time.

Seriously

blarg, i have never seen musikraft or warmoth offer g&l neck replacement. is that a new thing by them? i saw a few by usacg.

darwinohm · Post by **darwinohm** » Tue Jul 16, 2013 8:25 am

The Subject line really caught my attention and I normally would avoid commenting on this post but I am going to.

If I understand this correctly the OP is not happy with the neck on guitar that he bought from a dealer. After reading through this thread it strikes me that this is in no way a G&L problem. This is a dealer issue and nothing else in my opinion. Would I buy a Gibson or a Fender from this dealer under the terms reported. I would not and if I did it appears that the terms were clearly stated. As a buyer our interface is with the dealer and not the factory. We are fortunate to have Craigs help in solving issues that have been reported if in fact they are G&L issues. The dealer that I use has called G&L as needed and received an answer almost immediately. The dealer also has blank necks of the different sizes to look at and try. Again, I don't think this is a brand issue but a dealer issue. Just my opinion and I hope that the OP can get some resolution. I would sell it and get what I wanted.-- Darwin

jeffmarshall67 · Post by **jeffmarshall67** » Tue Jul 16, 2013 8:31 am

Darwin, you said it better than I tried to!

suave eddie · Post by **suave eddie** » Tue Jul 16, 2013 8:55 am

This thread underscores what seems to be a recurring theme from many people on this forum--unresponsiveness on the part of the factory to customer issues. It is irrelevant if this particular issue should have been dealt with through the dealer or directly through the factory--at least the factory should have responded and informed the buyer to interface through his dealer if that was the case--in this case there was no response at all, and this seems to be many peoples experience reported here on this forum.

If the factory offers contact information and a customer attempts to contact the company through those channels, they should expect to get a response in a reasonable time frame--That is the real issue here.

If the factory does not want direct customer inquiries, or is not able to handle them, they should not offer that contact information on their website.

There have been too many instances here of customers issues being resolved ONLY after Craig has gotten involved directly with his contacts at the company.