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6 months to replace a Fender Custom Shop jazz bass neck under warranty?!?

jpeck02

jpeck02

Mar 5, 2011
647
454
Danville, CA
#1
I don't normally share bad customer service experiences but I've had the ABSOLUTE worst experience with the Fender Custom Shop.

Does anybody know how is in charge over there? Who can I speak with in order to get my neck completed, replaced and delivered?

They've had the bass since March 21st and have made multiple promises. Today, I was informed that it will take another 30 days to complete.


Help:help:
 
#4
jpeck02 said:
I was first told that the replacement would take 8 weeks. Then I was told 12 weeks. Then I was told 16 weeks.... now we are at 20 weeks and 4 more to go....

Custom or not, this is unacceptable.

Sadowsky, Lakland and Pedulla would have this fixed in weeks, not months.
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Don't take this as being abrupt, that probably don't sell the same volume either. Either way it is too long.
 
#10
Sorry for your troubles. A Custom Classic is a production piece. The Custom Classics are team built instruments, so you are probably experiencing production lag. I would bet the neck for your bass is part of a production schedule and will be completed when they do another run of your type of neck. I had the exact same thing happen to me, only with a whole bass. I ordered a Custom Classic Jazz Bass, 3 tone sunburst, tort guard, rosewood with pearloid blocks. A totally standard build for Custom Classics. I was told originally 8-12 weeks for completion, 10 months later I got my bass! That being said, email Fender customer service and express your displeasure. I did and got some cool swag. A Custom Shop serving tray with a set of Custom Shop cocktail glasses. I was still pissed, but the swag is cool. Good luck.

I just read the part about commitments being broken and such...Unfortunately, Fender is the 800 lb. gorilla and generally do as they please.
 
#11
jpeck02 said:
It was even suggested in emails that I was "impatient" and "crying". I am speechless.
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I'd say it's time to speak to Fender corporate about that and forward them those emails. It's obviously unacceptable to continuously not meet their own deadlines, but to insult you when you call them on their bad work ethic? I would be pissed too.
 
#12
jpeck02 said:
I don't normally share bad customer service experiences but I've had the ABSOLUTE worst experience with the Fender Custom Shop.

Does anybody know how is in charge over there? Who can I speak with in order to get my neck completed, replaced and delivered?

They've had the bass since March 21st and have made multiple promises. Today, I was informed that it will take another 30 days to complete.


Help:help:
Click to expand...

If you don't have it in 30 days pm me.
 
#16
Can I ask what was wrong with the first neck? Was it defective, or is this a repair?

6 months? I would be fairly upset, myself! They actually got snarky with you in emails? That is something I've never heard of from the custom shop, and I would think someone up the "chain of command" should be informed if that happened.
 
#19
WoodyG3 said:
Can I ask what was wrong with the first neck? Was it defective, or is this a repair?

6 months? I would be fairly upset, myself! They actually got snarky with you in emails? That is something I've never heard of from the custom shop, and I would think someone up the "chain of command" should be informed if that happened.
Click to expand...

The neck suddenly developed a twist. They acknowledged that there were issues with birdseye maple necks and suggested a quarter sawn maple neck.
 
#20
I hate hearing stories like this about the Fender Custom Shop - especially since I recall seeing o a thread very similar to this not long ago. Even worse, sometimes I think the laid back "we'll do it when we do it" mentality of some of the California builders sours people to the brand. I know I felt that way when I contacted G&L customer service a few times about two years ago.

Save all your emails from this exchange, and I would get in touch with Fender's corporate customer relations.
 

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