Fender Customer Service Experience

[Bass Viking]

This is absolutely horrible and I'm sorry you went through this. Warmoth makes really nice replacement necks if that's something you're interested in. Never heard of anything like this coming out of Warmoth's shop.

Edit: clarification

I’d go the Warmoth route if I was in the OP’s predicament. I’ve bought numerous Warmoth necks and they are excellent.

 

[Bass Viking]

So what value do these "Custom" Shops provide? In Gibson's case, you ARE getting a better instrument, albeit for outrageous used car prices. In Fender's case, there's just no argument -- a FSO is an instrument designed to be easy to manufacture on an assembly line by unskilled workers. The whole point of a better Fender is self-refuting because of the way that Leo designed them - they're all meant to be inherently good because there's very little that you can screw up on them. Except, apparently, the neck pockets.

Years ago I played a Custom Shop 64 Jazz in a local shop. There was a noticeable neck pocket gap. I actually wondered if this was done deliberately to simulate old-time manufacturing. Instruments at a fraction of the price don’t have this issue.

 

[SJLee]

OP: Sorry to hear about your experience. I had a similar situation with a FCS 59 NOS Precision. I contacted my dealer and they put me in touch with a FCS approved tech in my area. He added a spacer to the truss and that helped for a few months until the neck bowed further at which point they replaced the neck.

As the original owner you have a lifetime warranty on both the neck and body. I was without my bass for three months but that mainly had to do with having two necks made. I originally had a NOS CS which I reliced. The CS started making a reliced neck until someone figured out they needed to make an NOS neck. LOL! Aside from being without my bass for 3 months, everything worked out great and the new neck was rock solid. I figure three months in the queue to have two necks made and my bass back wasn't too bad. YMMV

 

[Mastermold]

Years ago I played a Custom Shop 64 Jazz in a local shop. There was a noticeable neck pocket gap. I actually wondered if this was done deliberately to simulate old-time manufacturing. Instruments at a fraction of the price don’t have this issue.

Actual pre-CBS Fenders don't have neck pocket gaps either. That came later during the CBS era.

 

[B String]

To run a Custom Shop like Fender or Gibson says a lot about how little confidence they have in their regular line. And I can kinda see it - Gibson are miles better than they used to be, but their whole "close enough" mentality isn't good enough for the prices that people are expected to pay. And Fender USA still can't route a neck pocket that snugly holds a neck.

So what value do these "Custom" Shops provide? In Gibson's case, you ARE getting a better instrument, albeit for outrageous used car prices. In Fender's case, there's just no argument -- a FSO is an instrument designed to be easy to manufacture on an assembly line by unskilled workers. The whole point of a better Fender is self-refuting because of the way that Leo designed them - they're all meant to be inherently good because there's very little that you can screw up on them. Except, apparently, the neck pockets.

And the Custom Shop response that the necks aren't easily replaceable on an instrument designed to have an easily replaceable neck goes beyond the pale.

The custom shops were originally opened for the "artists" who wanted special looking or playing instruments. There were enough of them to warrant a "custom" shop for those artists. Eventually Fender simply expanded it to anyone who had the money to keep these specialized guys working.

 

[Koshchei]

The custom shops were originally opened for the "artists" who wanted special looking or playing instruments. There were enough of them to warrant a "custom" shop for those artists. Eventually Fender simply expanded it to anyone who had the money to keep these specialized guys working.

And today, they're found hanging in every "boutique" guitar store, apart, yet virtually identical to the regular lineup.

 

[Bass Viking]

Actual pre-CBS Fenders don't have neck pocket gaps either. That came later during the CBS era.

LOL! Not even period correct.

 

[Mastermold]

And today, they're found hanging in every "boutique" guitar store, apart, yet virtually identical to the regular lineup.

Well what counts as "virtually identical" is a matter of degree. All Fender/Squier instruments are shaped the same, made from similar components, and have similar tonal characteristics. Where Fender makes distinctions between models is differences in, e.g., quality of components, availability or scarcity of options or colors, and in their reissues and artist models. The Custom Shop will build anyone a custom instrument who is willing to pay, and they offer a bunch of "team built" standard fair models for those looking for top quality woods and components. I own two of them so it's not that I'm against the FCS or unwilling to pay for their products, what galls me is the OP's story.

As an aside, and by way of contrast, I've dealt with Sweetwater on a few warranty issues and they go above and beyond both in communicating with me and making sure my issues were addressed quickly. Whether you think they overdo it sometimes (some folks around her do) you've got to agree Sweetwater's customer service protocols are a far better scenario than the FCS's here.

 

[DWBass]

Not bagging on Fender, but I will never buy one much less a CS. Furthermore, if you have a warranty, why can't you send the neck in and get a replacement? Why would you need to send the entire bass and have to wait 6 or more months? Would they treat a high profile pro that way?? No! Not cool.

Oh and those suggested Squier necks are no better. I had a custom bass built and it had one on it. That neck moved every single day. I got fed up and bought a Mighty Mite neck. I haven't had a need to adjust that neck in over 5 years!!

 

[tsl]

Here is the update.
Without any update or word back from the Fender custom shop. My bass randomly showed up. I was pleased to see that they did in fact replace the defective neck. It feels exactly like the original. That’s great! Unfortunately the replacement neck was aged to be extremely dark on the back. The original was bare wood, but not darkened. Whatever fake dirt they use was coming off on my hands whenever I played the instrument. After an hours work with steel wool and lighters fluid, the neck was sensible. After this I tried setting up the bass. The truss rod on the replacement neck was already totally maxed out. Couldn’t tighten it AT ALL. I removed the truss rod nut. Cleaned it and lubed it. Still not a budge. At least the original neck maxed out after a year of adjusting a weak neck. I was furious. I knew I wouldn’t get any response from The Custom Shop regarding my issue. I love the bass. It was a gift from my wife. I didn’t want to return it and lose it. So I took matters into my own hands. Drilled out some of the truss rod cavity, installed washers and a longer nut to the truss rod. At least now I have about a half to a quarter turn to work with. I will never ever purchase a Fender custom shop ever again.

Where was the FCS dealer throughout all this? What was the dealer's reaction to the issues you were having and what support did the dealer give you?

 

[BassJuju]

Unfortunately, all too familiar to me. My problem was much smaller. A defective saddle. It took a year to get a replacement. Working with the retailer and Fender. I’ve sold them all, I’ll never buy another.

Best of luck as you pursue a resolution.

 

[FenderP]

I'm sorry you had that experience OP.

While I can't do it now for various reasons, I looked into getting a CS bass not too long ago. The price I was quoted (forget the wait time) was crazy and I couldn't even get everything I wanted. I've had three truly custom basses from Rob Allen - still own one - and his customer service is top notch even years after building my last bass. Granted, his operation is much smaller but still.

 

[Gib82]

Where was the FCS dealer throughout all this? What was the dealer's reaction to the issues you were having and what support did the dealer give you?

the company I work for was the dealer. I represented myself as a customer.

 

[Devnor]

My CS P Bass has the neck pocket gap. I was going to return it but then I put my brand of strings and did a setup. That bass is a keeper.

 

[Mantis Tobaggan]

adjusting your truss rod on stage at a gig sound insane to me.

 

[tvbop]

Here is the update.
Without any update or word back from the Fender custom shop. My bass randomly showed up. I was pleased to see that they did in fact replace the defective neck. It feels exactly like the original. That’s great! Unfortunately the replacement neck was aged to be extremely dark on the back. The original was bare wood, but not darkened. Whatever fake dirt they use was coming off on my hands whenever I played the instrument. After an hours work with steel wool and lighters fluid, the neck was sensible. After this I tried setting up the bass. The truss rod on the replacement neck was already totally maxed out. Couldn’t tighten it AT ALL. I removed the truss rod nut. Cleaned it and lubed it. Still not a budge. At least the original neck maxed out after a year of adjusting a weak neck. I was furious. I knew I wouldn’t get any response from The Custom Shop regarding my issue. I love the bass. It was a gift from my wife. I didn’t want to return it and lose it. So I took matters into my own hands. Drilled out some of the truss rod cavity, installed washers and a longer nut to the truss rod. At least now I have about a half to a quarter turn to work with. I will never ever purchase a Fender custom shop ever again.
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You paid how much??? Firstly. That neck finish looks like nothing that any manufacturer ever made, and the truss rod? after all that waiting? Yours is not the only story like this about the CS. Ok I'm gonna say it. Fender CS is a down right scam! No better than all the other crappy two bit "boutique builders" we hear about that mess with customers and punch out shoddy crap. Avoid.