Ordered a custom bass, 15 mo's later...still don't have it.

[Clark Dark]

I ordered a bass (actually my wife bought it as a B-Day present) and paid for it in March 2010 because it was supposed to be ready in May 2010. Well during construction they put a different finish on the neck than was on the body. Seems like a little thing right? It wasn't until Sept. 2010 that I received the bass and this was from Warmoth. Hopefully the OP's wait time will present him with the bass of his dreams. The fit and finish of my Gecko is fantastic and s#it happens.

 

[TonyP-]

This. Tell them you want a refund. They're obviously having problems you don't need to share.

Send a certified letter outlining what was said to you on a timeline. Conclude it by requesting a full refund. Don't make threats to take legal action. Don't write an essay. Just state the facts, the excuses that were made, and when. Then calmly but cleary ask for all your money back.

If legal action becomes necessary, the less you say upfront the better.

I suspect these people have gotten in over their heads and are now at the point where they're overbooked and probably borrowing money from newer orders to build the older ones. Bad situation. And all too common with small custom-build operations.

Best try to get out now.

P.S. Most reputable small custom shops keep their customers informed all aling the way. Many furnish photos of various stages in the build just to keep you updated. You shouldn't have to chase a shop owner only to get tales that begin with "Bad news!" or "You're not gonna believe what happened!"

Many times when somebody tries to tell me "you won't believe what happened" - I usually respond: "You got that right."

+1

 

[Bodeanly]

I'm supposed to receive an update monday, when they get back from "holiday".

You're going to give them extra time because they're away on "holiday?" Any company with the balls to take a vacation before all work is complete deserves to go out of business.

 

[40Hz]

I understand your point. And I agree that a person should have some expectations about the quality of service a customer should have to deal with. I also agree that having a clinical mental illness is no excuse for failing to meet expectations.

That being said, I've worked in fields where I've had to deal a lot with who you label "crazies". I just want to say that these people are, in fact, human beings and having the kind of attitude that your post conveys is part of the problem.

There is enough stigma and fear attached to mental health problems in society that it often prevents people from seeking help in the first place. Everyone has issues. If you try to wall yourself off from everyone who has a problem you find yourself boxed in and alone in a short time.

Some kind words and at least an attempt to understand others will get us all a lot farther to our goals.

Being in the computer field, I quite often get to work with people who are quite brilliant despite their suffering with diagnosed mental disorders. In my field, you get a lot of those. So I'm far from being afraid or unwilling to work around somebody's personal issues when the situation calls for it. Truth is, I have a very good track record and some reputation for being able to successfully work with (and around) "difficult" people.

That said, when it comes to something like buying a bass from (as opposed to working for) an eccentric luthier, my inclination is to pass on the 'pleasure' of doing so.

I have different expectations depending upon whether I'm the manager, coworker, or customer.

When I'm "the customer," I have far less patience with personal issues than I might otherwise. And I assume my own clients feel the same way when they're dealing with me. So I behave accordingly.

But that's me. "Do as you would be done by" as the saying goes.

 

[jim777]

To the OP, I can definitely understand having to wait 15 months for a custom bass. Honestly, I don't have such a huge problem with that. That said....

Then I was informed that the bass was damaged during the build, and so they needed to rebuild part of it.

This would definitely raise my eyebrows. Wood not being up to snuff, electronics being DOA - those are things that can happen, unfortunately. But it's tricky for me to not read "carelessness" when I see "damaged" in that context. Then, of course....

and (I) was informed that the build was not up to their standards and another mistake was made, so they decided to rebuild the entire bass.

At this point I say, thanks but no thanks, please refund me my money. You only get 3 strikes in baseball, not in custom luthery. Get your money back.

 

[The Chuck]

38 days to get my MIA P from the Fender ADE- I know it's different, but they said 60-90 days and I got it (flawless) in 38. That is the way you do business....

 

[pacojas]

get your money back before the line gets longer!

 

[stevecaronna]

I would send them this thread and threaten to expose them to the TB community if they do not start cooperating. Tell them you want pictures immediately then updates weekly. You have been more than patient with them.

 

[AltGrendel]

I might do this. Does anyone else agree that I should send them a link to this thread?

No, don't do it. It'll just piss them off.

 

[Tom Howland]

I've orded 6 custom built basses. Only one came in on time. the others were two to four time the wait I was told. The longest being 2 1/2 years.
It comes with the territory. I believe it is wrong, but builders always say 3-4 months. In fear of losing your deposit. Then come the long list of reasons why they are late.
If you don't mind waiting, someday you get what you ordered.

 

[jd56hawk]

If all this is 100% true then I don't see any reason to not divulge the name of the builder.

15 months is beyond reason and there may be people here considering a custom build who
would like to know this information and how it eventually gets resolved.

If they lose orders because of it well, it sounds like they have more than they can deal with anyway.

I kinda think you deserve some extra special consideration in your build for your wait
maybe in the form of extra nice grain patterns or custom inlays. But that's just my opinion.

If I were a builder and something went wrong mid build I'd be sure to keep communication
open to the customer and provide explanations and photos and offer something extra special to
compensate for the long build time.

At least make other potential buyers aware of your problems and let them decide whether it's worth it for them to take such a chance.

 

[steelbed45]

No, don't do it. It'll just piss them off.

This.

As has been witnessed on this site and in my own experience having lost $1200 to a builder, I've found a common theme - the builder holds almost all of the cards in this scenario.

I say almost because while I've never seen anyone successfully get their money back after so long through legal means, it may have been done.

I've waited longer than 15 months for a build, but I was kept in the loop throughout the entire process. Sounds to me like the builder views you as more of an annoyance at this point than a customer. Whatever you do, think it through.

 

[wintremute]

I might do this. Does anyone else agree that I should send them a link to this thread?

No. Do what 40Hz said. His advice was the most solid.

 

[mantaraya]

If i were you i wouldnt take those "damage" And " substandard quality" arguments/considerations. They Claim it, but you have no Way to prove it. The only fact actually is you have been waiting 15 months for a Bass. What was their deathline? They should have informed you about Issues BEFORE you even have to write. At léast this is how i see it. Just My 2 cents. The whole Seems tho me B**S.

 

[godofthunder59]

My Jaydee Jim Lea bass took at least a year and a half. John Diggens kept me apprised every step of the way. There were some delays. His shop moved during the build, a couple of problems during finishing to match Jim's bass, gathering the correct vintage hardware, much sent in for no charge by fans of the project. Also Jim's involvement dictated by his schedule. Diggens was recommended to me by people held him in the highest regard. They were correct in their assessment. I got a build and experience of a lifetime. Jim not only put his bass up as the pattern but had input and signed it as well. Jaydee and John Diggens delivered. Point in this is don't lose hope but be wise.

 

[gustobassman]

No, don't do it. It'll just piss them off.

Agreed 100%. I would politely ask for a refund.

I had an issue with a custom build years ago (fretboard became unglued in spots) and the builder tried his best to fix it. It didn't work. He offered to build me a new bass (which allowed me to make a few changes too), and I accepted. Time didn't matter at this point, I was at least getting a new bass, although it did take longer than expected. Well, I decided to post my gripes before things were made right (being younger and dumb)... of course, the builder read the posts and did that make the rebuild go any smoother? I can't say that it did. Did I receive a better bass because I complained on the internet? NO. Should I have addressed my issues directly with the builder or asked for a refund? Probably. Did I get what I ordered? No, and I paid for it. I think it would have worked out better for both sides in my case had I handled it better.

I understand your frustration, my situation was over the course of 4 years from initial build to the fretboard ungluing/repair and the eventual rebuild.

 

[AltGrendel]

@shal1234

Also, keep in mind that no matter what stage the build is at, they can complete it and sell it on e-bay. Crying that "but we're at stage X" shouldn't matter.

 

[ShadowImage]

Sounds like being upfront and honest about your feelings to them is your best bet. Linking them to this thread is somewhat passive aggressive and is only going to piss them off which solves nothing.

Say something to them like, "I'm concerned about the time it's taken to finish this project and am considering requesting a full refund. Could you please provide some photos of the project's progress to alleviate my concerns."

Btw, who the hell takes a holiday mid February??

 

[AltGrendel]

...Btw, who the hell takes a holiday mid February??

Some of us get President's day off. Don't know about them though.

 

[Joe Nerve]

I might do this. Does anyone else agree that I should send them a link to this thread?

No. IMO it will only be viewed as a threat. And while some of the bigger companies take the threads here seriously, some of the lesser known ones couldn't care less. Surprised nobody has yet brought up the Rybski ordeal. I have no reason to think the dude with the issues in that thread is not telling the truth. Bottom line, he got screwed. Badly. The thread didn't help him any Rybski Basses?.

No, I think you should just say that you've waited 15 months, have been entirely reasonable throught the whole ordeal but have grown weary of the excuses and you want your money back. You want your money back today since you don't have the bass you ordered in 2014. You don't need backup, you don't need a posse. You are not in the wrong here. They have failed to deliver what you paid for and, at the very least, you are entitled to your money back.

I agree with this, but I'd be professional and polite, and give one last shot. I'd say that I've been more than understanding and patient, but at this point I need some verification that what they're saying is true and accurate. I'd insist on pictures, or a refund. If you really want the bass, what the hell... you waited this long. And sadly, I believe what 5544 says here to be factual. The above Rybski thread kind of confirms it.

Not saying you have to cower to this company, but you stand to gain a lot more by staying professional and playing nice. Sucks, but I believe it's the truth.

I'm going to play devil's advocate here about you forwarding this thread to them.

You did not publish their name in the first post and even refused to do it when asked a few times. By doing so now it, they would be "Wait a minute here. Who is this person and why are they trying to ruin my company's name and reputation?". That is the side that everybody on here will see and will question your motive.

On the legal side, it has been over 15 months that you paid them. No credit card company is going to take your side because you waited too long to file a complaint especially when the quoted delivery date was about a year ago.

You have been accepting their excuses (your side of the story mind you, they don't have a side at this moment) for over a year and you expect a bunch of strangers on the Internet to do what exactly?

When Paypal had a 45 day limit on filing, I would put something in my Outlook calendar to file a dispute in 44 days. I also made it a point to send an email every 14 days if the tracking number was not sent or valid. Only 1 did I have to file a dispute and cancel it because the item arrived 3 days after the dispute was opened.

The harsh truth is you waited too long before you took any action.

Last 2 things I want to say regarding this are:

1. I get a kick out of the people who love to say "Get yourself a lawyer!" I have to assume they all have lawyer relatives, because where I come from a lawyer will always cost more than what I have to gain.

2. The 2nd thing, and I hate to say this... but sometimes (as a very last resort), the tough guy stuff is the only way some of these things get settled. Old school. I've seen it, and been part of it. Once in a really embarrassing situation, the other where I finally stood up and said I'm not going to be walked all over any more. Sure... I'll tell those stories... . Move to the next post if ya don't care, I just feel like journaling now.

Story 1. Parked for 5 minutes in a lot I wasn't supposed to. Got my tire booted. Private booting/tow truck company. Guy wouldn't take the boot off my car unless I gave him $175. I was wrong, shouldn't have parked there, but I did NOT want to give this dude $175. Another guy who also got booted was in the lot with me, and said in a very convincing and calm way, "You take that boot off my car this second, or I'm going to smear your face all over the pavement right now, and I'm not kidding." He started to take his jacket off, and he was absolutely ready to pummel this tow truck guy. Guess what. The guy took the boot off. The guy who threatened him saw me standing there feeling like crap, and said, "And take it off this guy's car too." Tow driver said, "Sure thing," I just have to pull the truck over here. He got in his truck and drove away till the threatening dude left. I had to pay $175.

PS. I couldn't have kicked that guy's butt.

Story 2. Dumbass roomate of mine payed a floor refinisher in full to redo some wooden floors where we were living. They dropped their machinery off and then we didn't see them any more. 3 cancellations, when we had taken off work to be there for them to do the work. They refused to refund me, and I told them they weren't getting their machines back unless they put all the cash we paid in my hand. And that it was no longer up for any negotiation. They came to my house, and I made sure that I was protected in ways that weren't cool (something I wouldn't do today). I met the guy outside, I guess he saw how confident I was about getting my money, and he gave it to me. I gave him back his tools. Had he given me a hard time, I'd be in prison right now.