Martin Customer Service

[Dave W.]

Just bought a new OM-21 from a dealer who was closing shop. Got a very good deal, but the HS molded case was a poor fit, lots of slop. Dealer gave me a BS line about Martin not making a case that fit the OM size properly. I drove 2+ hours to get there, the guitar was beautiful, and I was not going to leave it because of a case problem. Dealer said that was the case the guitar came in (turned out to be a dread case) and he would call Martin. He said Martin would not do anything, and offered to order me a proper case for dealer cost + shipping.

I called Martin customer service this morning and relayed the story, the rep had either talked to the dealer or heard about it. We both knew no way they shipped that guitar in that case, it would have arrived in splinters. He said if the dealer had been honest with them they would have swapped the case, so that's what he offered to do for me. Gave me an RA#, I send them the case and they will send me a new one that fits. It will cost me about $18 to UPS them the case, they will ship the new one N/C.

Under the circumstances I couldn't ask for more, Martin did right by me.

 

Dave

[tiger roach]

Good story, I can continue to support Martin with a clear conscience.

 

Excellent choice of guitars BTW. I would love to get an om-21 one of these days. If only my humble OM-1 wasn't doing such a good job...

[Cldplytkmn]

its always good to hear positive cust. service reports from folks... glad you got a resolution that was favorable.

 

i have a feeling alot of cust. service complaints could be solved by a little patience and flexibility, and a few phone calls.

[jackwr]

From NY you could drive to Nazerath PA. The plant tour is great. Some U.S. companies still do right by their customers.

[Dave W.]

 

Originally posted by jackwr From NY you could drive to Nazerath PA. The plant tour is great. Some U.S. companies still do right by their customers.

 

 

Jack,

 

Thought about it, but just can't find the time right now, would be a nice trip on the bike next summer.

 

Just sent the case off UPS, wound up costing me less than $10.

 

I wanted to bring this story to light, because when people are not happy they are quick to make noise, and I though a positive experience should also get some notice. This was definately not a Martin problem, they could have sent me back to the dealer, but they made up for his short commings.

 

Dave

[Cldplytkmn]

 

Originally posted by Dave W. Jack, Thought about it, but just can't find the time right now, would be a nice trip on the bike next summer. Just sent the case off UPS, wound up costing me less than $10. I wanted to bring this story to light, because when people are not happy they are quick to make noise, and I though a positive experience should also get some notice. This was definately not a Martin problem, they could have sent me back to the dealer, but they made up for his short commings. Dave

 

 

i agree completely... i wish people were so quick to relay their positive stories.

 

sounds like the boys in nazareth went well beyond what they needed to just to keep a customer happy

[nylon rock]

Dave, since Martin is going to these lengths, now is the time to see if you can have them upgrade you to a Geib 533.

 

They're very nice.

[Dave W.]

 

Originally posted by nylon rock Dave, since Martin is going to these lengths, now is the time to see if you can have them upgrade you to a Geib 533. They're very nice.

 

 

The OM-21 comes with a 600 series molded case. I think that is top of the line, but I actually prefer the more traditional look of the 500 series. I don't move my guitars out of the house much, so the molded durability is not a real important thing. Maybe I will call them in the morning and see if the 500 series would be covered by the 600 case I am returning. I have the 300 series on my 000-16C nylon and like it, the 500 would be nicer than that I suppose.

Anybody have any pros and cons to this idea? I will have to get to them pretty quick. Might even save them a few bucks, that would be fine with me, they have gone out of their way on this.

 

Dave

[JasmineTea]

I would go with whatever it was supposed to've come with. A nice guitar aught to have a nice case.

[Mikeo]

 

Originally posted by Dave W. Just bought a new OM-21 from a dealer who was closing shop. Got a very good deal, but the HS molded case was a poor fit, lots of slop. Dealer gave me a BS line about Martin not making a case that fit the OM size properly. I drove 2+ hours to get there, the guitar was beautiful, and I was not going to leave it because of a case problem. Dealer said that was the case the guitar came in (turned out to be a dread case) and he would call Martin. He said Martin would not do anything, and offered to order me a proper case for dealer cost + shipping. I called Martin customer service this morning and relayed the story, the rep had either talked to the dealer or heard about it. We both knew no way they shipped that guitar in that case, it would have arrived in splinters. He said if the dealer had been honest with them they would have swapped the case, so that's what he offered to do for me. Gave me an RA#, I send them the case and they will send me a new one that fits. It will cost me about $18 to UPS them the case, they will ship the new one N/C. Under the circumstances I couldn't ask for more, Martin did right by me. Dave

 

 

I bought a MC28 back in 89, I still have the guitar too.

 

It needed a neck reset a few years ago. A locol builder did the work, he put on a bew saddle, and bridge, and his work was flawless. He is an authorized Martin repairman.

 

My cost for the guitar in 89 was 1300 buck, my cost for the neck reset, bridge and saddle. ZERO BUCKS.

 

I bought 2 more Martins since 89. Send in the warranty card and if your the original owner, it is a lifetime purchase.

 

Awesome people and awesome guitars.

[JasmineTea]

I also had a neck reset. ZERO BUCKS...+shipping.

[Andrewrg]

What a coincidence,I just bought an OM21 last week.The case was a good tight fit.

[Dave W.]

 

Originally posted by Andrewrg What a coincidence,I just bought an OM21 last week.The case was a good tight fit.

 

 

Just to be sure everyone realizes:

 

I was given a line of bull by a dealer closing his shop. How this guitar and case got together I don't know, but it sure didn't come from Martin that way. Try putting an OM/000 in a dread case, there is an inch plus slop all the way around. UPS would have murdered it.

 

Dave

[Legendofamind7]

Martin Guitar Co. is awesome, I work 3 blocks away and go over there everyday on my lunch break to play the guitars. They have about 12 or so you can play whenever you'd like for as long as you like. I love em, saving my pennies:thu: for one of my own.

[jackwr]

The Wind Gap (Pa) Bluegrass festival runs busses to the plant for tours. I've done it 3 times. It's great. You get to see it all. Puts the price into perspective. I never realized just how hand made they are, until I made the tour. It's also a great fest, this year will be it's 25th. Great pickin, eatin, and of course party. Early June, its just the cure for spring fever.

[Dave W.]

Pennsylvania Public Broadcasting produced a documentary on the factory. I bought it on DVD, but haven't had a chance to watch it yet. Should be interesting to Martin fans.