Customer Service > Questions and concerns about Washburn products.

crack in my D64SKW

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mk7169:
I bought an expensive D64SKW a few years ago, and shortly after I got it, I noticed a tiny hairline crack in the back.  I though it was just in the finish and never worried about it until recently when I noticed that the crack got bigger and went all the way thru the wood!  There are actually 2 cracks in the back wood... on both sides of the bookmatch.  The cracks are equilaterally opposite each other running along the same faults on either side of the bookmatch.  I am paying a local luthier $ to fix this issue, but I just wanted to let you guys know how disappointed I am in this. The guitar sounds great, which is why I am paying to have it fixed... but the quality control is NOT good!  I also own another acoustic that is 40 years old with no cracking anywhere.  I keep my guitars in a properly humidified room, and I take very good care of my equipment.  Disappointed to say the least because this is one of your higher priced models.  I'm pretty sure Washburn won't honor their lifetime warrantee.  I never registered it, and I prefer to use a local luthier who i can meet with face to face and he can explain to me what happened, and why, and how to fix it, instead of shipping it to somewhere.  It would be nice of Washburn to pay for the repair work, but I highly doubt this will happen.. but its worth a shot in the dark.
Any advice is greatly appreciated,
Best regards,
Mike

Rocket:
Read the warranty: http://www.washburn.com/warranty/

It is not necessary to "register" a product. If you are the original owner and instrument was purchased from an authorized Washburn dealer, you should definitely contact Washburn customer service.

mk7169:
I got it at my local music store.. how can I tell if they are an authorized Washburn dealer??

Rocket:

--- Quote from: mk7169 on February 03, 2012, 05:02:43 PM ---I got it at my local music store.. how can I tell if they are an authorized Washburn dealer??

--- End quote ---
Look here: http://www.washburn.com/dealer.php (which is NOT all-inclusive)...

... or you could just ask the dealer you purchased from.

mk7169:
I had the guitar cracks in my D64SWK repaired by a local luthier who I trust.  The repairs cost $180.  He repaired (cleated) 2 cracks in the back running along equilateral grains in the wood - several cleats for each crack.  He said the cracks were caused because the neck heel wood wasn't cured properly and expanded - which caused the cracks in the back to form.  There is also a hairline crack in the fretboard because of this same reason.  I do love the sound of this guitar, otherwise I wouldn't have had it repaired.

In any case, I contacted my regional Customer Service rep (Tim) who told me several things needed to happen to honor the 'Lifetime Warrantee'.   First, I needed to find my original receipt, which I do have!   Second, I needed to have purchased the guitar from an authorized Washburn Dealership (which my local music store is not). and third, I needed to have had the guitar repaired at an authorized Washburn repair shop (which my local luthier is not).  Tim suggested that I have my local luthier fill out an application to become an authorized washburn repair center, but he was not too keen on this idea, and I don't blame him after he explained to me why not.

So to make a long story short, I'm out of luck.... and I am going to have to bite the bullet on the $180 repair bill on this guitar.  Not too pleased with this process, as there are a lot of roadblocks and technicalities set in place that make honoring the Lifetime Warrantee more of a hassle than anything else.  I wish I could recommend Washburn guitars to my friends, but at this point I am displeased with how the company handled this situation.

Washburn Customer Service.. are you out there?  Are you listening?  This is an expensive model guitar that I shelled out a lot of har earned money for... it was made in China.. obviously a defective one... any comments on quality control?  howabout some actual proper "customer service" for your product instead of pushing this aside due to technicalities?   

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