G&L dealer support issue

Eublet · #1 07-21-2008, 03:13 PM

Hey, guys. I need some help. I have an L2500 Tribute that I purchased new from a dealer. After getting the bass home, I discovered that one of the intonation screws was missing. No problem, right? I've tried several times to get a replacement through the dealer, who is now telling me that they can't get G&L to respond to his request to have a screw sent to him as a replacement. I send a single email to G&L a few months back, and never got a response.

Anyone have any ideas on what I can try? I just want someone to mail me a screw. No big deal. I've had this bass for 7 or 8 months now.

mainsail · #2 07-21-2008, 05:22 PM

There's a number for Customer Service on their website. I used it a couple years ago to get a replacement tuner for a mismatched set that came on a fretless. It took a couple calls but they did replace the tuner.
I tried the email route but that took longer. Speaking with someone live seemed to work. Coming from a Purchasing background, I like one on one communication anyway. Putting it in writing can work but there's nothing like good old fashioned talking to one another.

Larry

Quote:

Originally Posted by Eublet

Hey, guys. I need some help. I have an L2500 Tribute that I purchased new from a dealer. After getting the bass home, I discovered that one of the intonation screws was missing. No problem, right? I've tried several times There's a number for Customer Serrvice to get a replacement throughthe dealer, who is now telling me that they can't get G&L to respond to his request to have a screw sent to him as a replacement. I send a single email to G&L a few months back, and never got a response.

Anyone have any ideas on what I can try? I just want someone to mail me a screw. No big deal. I've had this bass for 7 or 8 months now.

mikedett · #3 07-21-2008, 05:40 PM

allen set screw.
take the remaining one out. go to american car dealer parts dept.
Slip parts guy a five....
same at japanese brand dealer if its metric.

Part two.
Get a magnet. rub it around all the seams on the inside of the gig bag. little black sets screws hide really well.

Part three.

In motorcycle repair, we often use Loctite Thread adhesive. Blue would be the grade of choice for this application. It will hold, but not be impossible to break loose.
Best cure I know for wandering screws.

Not intended to be a smart aleck answer.

tramp · #4 07-21-2008, 05:49 PM

Go on the G&L website and get the email address for Chris. I had an intonation screw that fell out of my L2000. When I tried to put it back, I found that it was too short and that I had lost the spring when the screw fell out. I emailed Chis and he sent me 4 longer intonation screws and a couple of springs. Your set screw on the bridge will hold the intonation until you get the screws.

Tramp

Ken Baker · #5 07-21-2008, 07:48 PM

Quote:

Originally Posted by Eublet

Hey, guys. I need some help. I have an L2500 Tribute that I purchased new from a dealer. After getting the bass home, I discovered that one of the intonation screws was missing. No problem, right? I've tried several times to get a replacement through the dealer, who is now telling me that they can't get G&L to respond to his request to have a screw sent to him as a replacement. I send a single email to G&L a few months back, and never got a response.

You sent a single email and didn't get a response. Just out of curiosity, why didn't you try a second time? Maybe a followup phone call or letter? Email is a whole lot less reliable than most people think, and that doesn't even factor in spam/virus filters.

Quote:

Anyone have any ideas on what I can try? I just want someone to mail me a screw. No big deal. I've had this bass for 7 or 8 months now.

I completely understand where you're coming from. The intonation screw was missing and you want a replacement. So here's the deal:

1. It's the dealer's job to handle warranty repairs and replacements. It's in their dealer agreement. There should be no question about this. Even if they have to hike their butts down the street to a hardware store, it's their responsibility.

2. You can contact Chris Robosan via email or 714-897-6766 extension 118, but be mindful that he's there for out of warranty repairs.

3. Or you can do the pragmatic thing and buy one at a hardware store. I'm guessing that 25 cents won't break you. Just take one of the others with you. It will be a metric size, so a real hardware store such as Ace may be a better choice than Lowes or Home Depot. This isn't a matter of selling off your principles. It's a matter of just fixing the damned thing!

Ken...

Eublet · #6 07-22-2008, 05:34 AM

I've already tried replacing the screw at a hardware store. No luck. The G&L intonation screw is something of an oddity.

There's nothing wrong with the saddle, and I have the spring as well. I moved a screw from another saddle just to make sure I didn't need a new saddle as well. I sent Chris another email yesterday, and I called the dealer again. This is just getting tiresome, like I'm working with children instead of adults who can't do what they say they'll do.

Madcity Fats · #7 07-22-2008, 07:09 AM

I have a sh*tload of spares that fit the US G&Ls. Assuming they're the same, I'd be happy to mail you one.

Do you know the size? Are they 8-32? The ones I have are only an inch (not counting the head), so that might not do the trick for you, depending on where your bridge saddle is sitting.

Eublet · #8 07-22-2008, 07:12 AM

Quote:

Originally Posted by Madcity Fats

I have a sh*tload of spares that fit the US G&Ls. Assuming they're the same, I'd be happy to mail you one.

Do you know the size? Are they 8-32? The ones I have are only an inch (not counting the head), so that might not do the trick for you, depending on where your bridge saddle is sitting.

Thanks! I'll take a closer look when I get some time and I might just PM you.

Randy S · #9 07-25-2008, 06:35 AM

Their system of "customer service" seemed non-existent to me when I just wanted to ask the factory a question. Couldn't get the dealer to just ask, and no response from the factory.

I finally gave up.

Other brands have much better support.

Madcity Fats · #10 07-25-2008, 07:21 AM

Quote:

Originally Posted by Randy S

Other brands have much better support.

I'm curious if you've ever tried to deal with Fender. At least Tramp here reports that he got some replacement parts from the G&L factory. When I called Fender to buy a faceplate screw for my SWR amp (after they bought the company), I was told I had to take it to an authorized service center and they'd order the "part" and "install" it for me.

Yeah, great. Please charge me a bench fee to replace a screw that doesn't even require cracking open the amp. Because I'm too big a friggin' idiot to figure out the whole screwdriver thing. Thanks, Fender, for talking down to me like I'm a child! I can't wait to run out and buy another of your products in hopes of repeating this degrading experience down the road!

</sarcasm>