I don't ever post but really wanted to share my current/recent experience with ESP guitars customer service. A little lengthy but let me start by saying I'm so far very satisfied.
Recently I had an issue with my ESP LTD BB4. The neck on it had developed a bend. Not the kind that can be adjusted with the truss rod. Not sure how to explain it other than the G string was hanging off the edge of the neck around the 6th fret. In any case the bass was around 3 years old and I contacted them to see what my options were. In all honesty I wasn't expecting much help. I bought it off eBay for around 600 and it was listed as a B stock brand new from an authorized dealer.
So I messaged them and asked for pictures and a copy of the receipt which I submitted. A few days later I was emailed and asked to ship the guitar to them at my expense (which I expected) for them to evaluate and determine whether or not it was a warranty issue.
About a week after them receiving it I got an email back and they said unfortunately because it's a b-stock it was not covered under the lifetime warranty. However because they already had my guitar they offered a lower end replacement. A nice gesture since they are the ones who said to go ahead and send it in. I didn't really care what I was getting at this point as I had already picked up an Ibanez sr650 as a replacement which I love. So I told them the LTD b334 would be acceptable.
Couple weeks went by and I hadn't heard anything so I emailed them again. The care rep got back to me pretty quickly and appologized for the delay. I was then told that the warranty technician didnt feel the one I was going to be receiving was an adequate replacement and they offered me a list of 3 different ones to choose from. These were either the same price as what I paid or more expensive one of them being the ESP AP-4. Now I didn't really have need for another nice 4 string and had planned on just selling my replacement. Well I had been toying with the idea recently about picking up a cheap 5 string so I decided to roll the dice and ask if they would let me get a 5 string as a replacement instead. Almost immediately I got a reply back and they said absolutely and gave me the same choices in the 5 string variant. I was stunned.
I replied back and said I would love the ESP LTD AP-5. They said no problem and that it would be ready beginning of this week. Well today I got an email saying my replacement was shipped with a nice apology about the delays and included my tracking number for my replacement.
With that said I do not actually have the guitar in hand yet so trying not to get too excited. But I gota say if everything has been followed through as promised these guys really went above and beyond and I just wanted to take a moment to share that with everyone.
Recently I had an issue with my ESP LTD BB4. The neck on it had developed a bend. Not the kind that can be adjusted with the truss rod. Not sure how to explain it other than the G string was hanging off the edge of the neck around the 6th fret. In any case the bass was around 3 years old and I contacted them to see what my options were. In all honesty I wasn't expecting much help. I bought it off eBay for around 600 and it was listed as a B stock brand new from an authorized dealer.
So I messaged them and asked for pictures and a copy of the receipt which I submitted. A few days later I was emailed and asked to ship the guitar to them at my expense (which I expected) for them to evaluate and determine whether or not it was a warranty issue.
About a week after them receiving it I got an email back and they said unfortunately because it's a b-stock it was not covered under the lifetime warranty. However because they already had my guitar they offered a lower end replacement. A nice gesture since they are the ones who said to go ahead and send it in. I didn't really care what I was getting at this point as I had already picked up an Ibanez sr650 as a replacement which I love. So I told them the LTD b334 would be acceptable.
Couple weeks went by and I hadn't heard anything so I emailed them again. The care rep got back to me pretty quickly and appologized for the delay. I was then told that the warranty technician didnt feel the one I was going to be receiving was an adequate replacement and they offered me a list of 3 different ones to choose from. These were either the same price as what I paid or more expensive one of them being the ESP AP-4. Now I didn't really have need for another nice 4 string and had planned on just selling my replacement. Well I had been toying with the idea recently about picking up a cheap 5 string so I decided to roll the dice and ask if they would let me get a 5 string as a replacement instead. Almost immediately I got a reply back and they said absolutely and gave me the same choices in the 5 string variant. I was stunned.
I replied back and said I would love the ESP LTD AP-5. They said no problem and that it would be ready beginning of this week. Well today I got an email saying my replacement was shipped with a nice apology about the delays and included my tracking number for my replacement.
With that said I do not actually have the guitar in hand yet so trying not to get too excited. But I gota say if everything has been followed through as promised these guys really went above and beyond and I just wanted to take a moment to share that with everyone.
