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How to reach Fender Custom Shop?

#41
Reggie Hamilton said:
Hi David,

Even with my connections, buying a bass can take time, and yes, I DO buy basses sometimes. My red jazz that I have been touring with for the last decade took a year to get. Let's face it, it's a giant company and they're still in demand after 68 years.

Separately, Fender doesn't always have parts on hand. Besides that, with all the major changes there's bound to be some confusion. As it stands now, they are selling direct so you may very well be able to buy your lollipop tuners from them.

For ease, you would do best to call Dave at Hipshot and get your pieces. You can always part out what you need to maintain the logo on the back.

Stay groovy,

RH
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Mr. Hamilton, I appreciate your comment on this thread. I didn't want to insult you (or the other players I named), I can guess how things work between a great player like you and a big company as Fender. But try to understand my frustration regarding those parts I need for this bass, that I really like and want to fix...

I don't have your visibility, but I think I'm a fair customer, and gave them lots of $ in the last years, and again, I would be willing to pay for what I need, but I feel they just don't want to help me... I don't know how I can buy parts directly from them (I mean, the Custom Shop), never found a way to do that. I you have a link or a contact for me, please go ahead and let me know! :)

I'll talk with Hipshot for the tuners, but I will probably still need a neck anyway.

Best regards.
 
#42
MusicStoreLive said:
One person helping another is what keeps this world spinnin', right?
I would be lying if I said Fender's Customer Service was my favorite department to deal with but I also don't see the point in saying "see, if you had gone with Lakland or a Sadowsky, you wouldn't have had this problem." So let's just tackle the issue at hand and see if we can't help David out. That's what it's all about.
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Brian, once again you're an ace! Can't say enough good thing about you and your support! On every basses I bought from you (quite a few if I remember right?), you've always gave me terrific support (when needed). Thanks once again for your offer, I'll PM you now...
 
#44
As a side note -and I'm sure most will agree with this- I find Hipshot tuners to be the best money can buy. I'd say get them and just put the ones that came on the bass from the factory aside for the future.
 
#45
I located a phone number for one of the builders at the CS once, and called them to inquire about some build options I was interested in. Cold shoulder falls well short of the response at their end. They were actively not interested in my business. It appears their current business model is that the only customers they serve are their dealer network. The musicians are not included.

One can debate all day long the correctness of this model; but, I apply the "parents house" rule to this one. Which is: when in the parent's house, what they say is always right; whether it is right or not. It is what it is.

As that stands, the CS gear and options that are available are whatever the CS dealers make available to you. Anything else doesn't exist.

I chose to work with another maker.
 
#47
Brian D said:
I'm sure they'd prefer to be working on instruments rather than spending lots of time on the phone or email.
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Which is a bad strategy IMO. Fender's value and success is precipitated upon an incredibly strong brand identity. The number one job of Fender should be finding the best ways to engage their customers. The Custom Shop model as a go-to-market idea is so much less than it could be because of all the complaints people have about engaging them.

I wrote an email to their support team over a month ago. No reply. They may have enough work at CS to keep them busy, but probably don't realize that they represent the pinnacle of the brand. Bad experiences caused by their insular ways effect the whole of Fender.
 
#49
btw if you are the original buyer of ANY custom shop instrument (no matter how long ago you bought it), and you register online, your warranty is extended to the lifetime of your bass, with a special 800 phone number for customer service and free shipping to and from the factory for any service and work.

google is your friend, but here: Link Removed
 
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#50
SamJ said:
And I've got Dennis Galuzka the guy who built my black Jazz bass in my avatar on my facebook, whats your point?
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My point is that you cannot do this with the Fender Custom Shop (see below).

From post #33 of this thread posted by oboylebass: Nope...definitely NOT a 'dig' toward Fender. I love Fenders! Just comparing one company's level of service to another as it seems relevant here. It'd be nice if you could pick up the phone and call the Fender Custom Shop's brass to discuss issues with their products.
 
#51
Smooth_bass88 said:
My point is that you cannot do this with the Fender Custom Shop (see below).

From post #33 of this thread posted by oboylebass: Nope...definitely NOT a 'dig' toward Fender. I love Fenders! Just comparing one company's level of service to another as it seems relevant here. It'd be nice if you could pick up the phone and call the Fender Custom Shop's brass to discuss issues with their products.
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But you CAN contact them if you are the "original" customer/buyer of one of their instruments. Whether you talk to the director or not might depend on if you have a valid complaint that merits his attention. It's all spelled out in the post above yours... easy and painless. And anyone who bought a CS instrument from as far back as the 80's can register theirs now and get priority CS service.
 
#52
SamJ said:
But you CAN contact them if you are the "original" customer/buyer of one of their instruments. Whether you talk to the director or not might depend on if you have a valid complaint that merits his attention. It's all spelled out in the post above yours... easy and painless. And anyone who bought a CS instrument from as far back as the 80's can register theirs now and get priority CS service.
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OP take note...
 
#53
after reading thru the entire thread (I hate doing this sometimes, but it's probably smarter if I'm going to comment to the OP), it appears he's bought this instrument as "used" ... While I wish Fender would stand by something for life inspite of ownership, I can understand why they would not. I'm not sure if the other "boutique" makers do either.... maybe on a case by case basis? Either way, I can't see them turning down sending him spare parts, or at a minimum offering a repair at a local authorized repair center with CS parts. I had a pot replaced at Portland Fretworks only last year under warranty. Not everything requires the bass to go back to the CS.
 
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#55
SamJ said:
after reading thru the entire thread (I hate doing this sometimes, but it's probably smarter if I'm going to comment to the OP), it appears he's bought this instrument as "used" ... While I wish Fender would stand by something for life inspite of ownership, I can understand why they would not. I'm not sure if the other "boutique" makers do either.... maybe on a case by case basis? Either way, I can't see them turning down sending him spare parts, or at a minimum offering a repair at a local authorized repair center with CS parts. I had a pot replaced at Portland Fretworks only last year under warranty. Not everything requires the bass to go back to the CS.
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I agree with most of that. But I think they should at least provide any part someone may need if they bought a CS instrument, new or used. They could ask for the defective part in return if they want to avoid parts to be floating around. I can send them my defective neck and tuners, and they send me the replacement in exchange, at my expenses... That's the minimum they should offer, IMHO.
 

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