Originally posted by cybersecretary my old, really really old, martin needs repair.. i sent them an e mail and recieved no reply.
from the serch on this fourm i understand why.
it can't be true! that matrtin dosn't care abot the guitar once it leaves te factory
Hey, Martin may not be perfect, who is?, but with my dealings with them they surely DID care. Others have had bad experiences, but I am satisfied with how I was treated.
Years ago, around '78 or '79, I made an appointment with Martin, drove my guitar from New Jersey to Nazareth to have a crack repaired under warranty (although it was my fault for taking it to Vermont in Feb.), and picked it up 3 weeks later.
These days Martin still keeps a repair shop at the factory however it is small, and will only handle repairs in special circumstances. Why do they do this? Because it's cheaper to pay outside shops than to pay salaries and benefits to a large staff to handle warranty repairs for no charge! This may not be the answer we want to hear but it's reality.
They will answer the phone and do eventually respond to emails. Sandy Trach is the name of the woman who used to answer emails. Not sure whether she still has this job. You can also find service centers directly from their website, so this information is not at all difficult to obtain.
When my neck was poorly reset by an Authorized Martin Dealer/Service Center, they reset it for no charge in Nazareth in only 8 weeks, which was 4 weeks sooner than they promised. This was done after I gave up on the first shop and visited a highly recommended Martin authorized repairman in Westchester County, NY who was appalled at the lousy work done by the authorized dealer. When he contacted Martin they instructed me to send the guitar to Nazareth for their evaluation, and upon receipt notified me that they would reset the neck again for no additional charge. They did an excellent job but it could've been done just as well by the guy in Westchester Co., however Martin needed to document the poor job done by one of their dealers.
If you tell us where you live someone may be able to recommend a good shop. And your repairs sound quite minor, as long as it does not need anything else. How long ago was the neck reset and how old are the frets, anyway????