Customer (dis)Service

ChuckO · #1 09-01-2011, 05:28 AM

I purchased a bass from a guitar center and got the extended warranty serveral years ago. This guitar had a limited lifetime warranty and as the sales rep explained it the warranty extended the coverage by one year and covered many things the manufacturer did not cover.

Years down the road the bass developed some issues and the neck needed adjusted 6 or more times per years. Now the truss rod seems to be damaged. It will still turn but requires significant effort to make sure the wrench does not slip.

Shipped it back to manufacturer, that is what guitar center warranty and the manufacturer said to do. The manufacturer refinished the frets and put new strings and supposedly shimmed the neck but did not fix the truss rod.

I asked the manufacturer why this was not done and he said my warranty was void, I asked how and never recieved a response.

Is this typical for the company not to tell you how your product has been voided.

Also the warranty company has offered to refund me the price of my warranty instead of authorizing additional repairs.

Something seems fishy, is this typical?

staindbass · #2 09-01-2011, 05:32 AM

no thats not typical. what is the brand?

ChuckO · #3 09-01-2011, 05:34 AM

I was trying not to say, It has been my number one player anda great bass but just so unstable.

Schecter Stiletto Custom 4

LilloEsquilo · #4 09-01-2011, 05:54 AM

That does sound fishy, very fishy. When they can't even tell you why, makes me think they just want to get out of covering it.

Heck anyone can give a "lifetime warranty" that they don't really intend to honor just by telling you that your warranty is void and leaving it at that. Nice, that's really great serVICE.

Glad I don't have Schecters anymore after hearing this. It seemed too good to be true that basses that retail for 349 (like the Raidens I had) can REALLY have a lifetime warranty. I'll be sure to avoid Schecter in the future as well. Thanks for the heads up.

And for those who will immediately defend whatever Schecter does (they could drop a nuke on an American city and you'd defend them, you know who you are) don't bother, I already found something else I like better anyway, this just means I'll never buy another Schecter, and that won't change no matter how many names you call me or how hard you kiss their sweet behind.

ChuckO · #5 09-01-2011, 06:03 AM

I am curious as to why the warranty to company wants to refund me. are they trying to get out paying fo rthe repairs?

**JxBass** · #6 09-01-2011, 06:16 AM

Quote:

Originally Posted by ChuckO

I am curious as to why the warranty to company wants to refund me. are they trying to get out paying fo rthe repairs?

It does sound like refunding the extended warranty is cheaper for them than repairing it. I'd stick to your guns and try to enlist the support of GC who sold you the warranty in the first place.

Extended warranties are not worth it, IMO. They are money makers for the retailers and few folks ever receive the benefit. They count on you not owning or using the item that long and/or that any issues with the item will usually occur during the standard warranty period.

BurningSkies · #7 09-01-2011, 06:33 AM

Sounds like someone stripped the trussrod nut in the many adjustments...which I believe would be considered user error.

bolophonic · #8 09-01-2011, 06:37 AM

Quote:

Originally Posted by BurningSkies

Sounds like someone stripped the trussrod nut in the many adjustments...which I believe would be considered user error.

That is what I was thinking.

Waffles and Scotch · #9 09-01-2011, 06:46 AM

Quote:

Originally Posted by BurningSkies

Sounds like someone stripped the trussrod nut in the many adjustments...which I believe would be considered user error.

Which would void the warranty. IF that's the case, you're extremely lucky the warranty company offered you a refund.

mmbongo · #10 09-01-2011, 06:46 AM

Quote:

Originally Posted by BurningSkies

Sounds like someone stripped the trussrod nut in the many adjustments...which I believe would be considered user error.

This.

Limited warranties typically don't cover user error or abuse.

ChuckO · #11 09-01-2011, 06:53 AM

I was under the impression that the warranty covered accidental damage which seems awfully generous. Is there any way to fix a stripped truss rod nut? Any good luthiers/techs near youngstown ohio?

Never_grew_up · #12 09-01-2011, 07:13 AM

OP - Did you do the trussrod adjustments yourself, or did you take it to Guitar Center (or some other shop) to have it done? If you did it yourself, I could see Schecter claiming negligence/user error. But if you took it somewhere (ala GC) for adjustments and THEY f'ed it up I'd be looking for them to make it right. I would also have expected Schecter to tell you what was wrong, and a price to fix it as a non-warranty repair.

Waffles and Scotch · #13 09-01-2011, 07:22 AM

Quote:

Originally Posted by Never_grew_up

I would also have expected Schecter to tell you what was wrong, and a price to fix it as a non-warranty repair.

I suspect they don't do out of warranty repairs at that facility. Otherwise it'd be just plain dumb not to quote a cost for the repair.

stingraysvt · #14 09-01-2011, 07:41 AM

Not that it's ever happened to me on a bass, but, my first iPod purchase from Best Buy I purchased the 2 year replacement warranty, and when my battery stopped holding a charge I took it in and they said that wasn't covered, I would have to talk to Apple as they don't work on the iPods,

I was like Wait a minute, I thought this was a Replacement warranty, as in it's broke, you give me a new one?

They said that because it still would turn on, and function (if even for just an hour or two) that they couldn't replace it.

Haven't bought one since, I'd price a new neck from Schecter, and even if you have to chunk in a few bucks beyond the warranty refund I'd still think you be far ahead in the long run...

ChuckO · #15 09-01-2011, 07:44 AM

I had guy at world of music in erie pa doing setups for a while, he was great but then I took it to a local guy in ashtabula ohio, and he messed it up.

Schecters site lists no certified repair centers so I guess and adjustments would void the warranty?

I dont really care if I can get it fixed for free, I am planning to put a new preamp in it now. I have jumped through to many hoops with little help from the warranty company. I appreciate schecter doing the work they did for free, that was great, but I still dont know why they wouldnt tell me how my warranty was voided.

I might take the warranty company up on their offer to refund me my price of the warranty, and put that towards having a qualified luthier look at it.

Anyone know of a good tech in northeast ohio?

stingraysvt · #16 09-01-2011, 07:46 AM

Hate to say it too, but I noticed these sell for 3-500 dollars, they could easily pour more than that in labor into it, than the cost of a replacement, which in my best guess would be 250 their mfg costs...

They should want to make it right but this is a lower cost instrument, I'd take this as a sign of problems that are inherent of that. If you drop one or two grand on an instrument, I would hope you'd never see an issue like this again.

Muaguana · #17 09-01-2011, 09:44 AM

Quote:

Originally Posted by LilloEsquilo

And for those who will immediately defend whatever Schecter does (they could drop a nuke on an American city and you'd defend them, you know who you are) don't bother, I already found something else I like better anyway, this just means I'll never buy another Schecter, and that won't change no matter how many names you call me or how hard you kiss their sweet behind.

Someone's got their panties in a bunch over something that has nothing to do with him. I don't own any Schecters anymore, but I still find it hilarious that you compare this one CS issue with dropping a nuke on a city. Clearly you have some deep-seated psychological traumas that you never got over...

ChuckO · #18 09-01-2011, 11:08 AM

I am just bummed because I am a lefty and find instruments. I will just play it until the bass dies, does anyone know if could be repaired, or even upgraded with better neck?

Schecter does not do replacement necks... but it might depend who you talk to. One rep said they have shipped parts out before.