Miguel: My advice would be to write or email John Hall directly and in an even and straightforward way explain your situation to him. This is not an expensive fix and something that can be done quite quickly by an experienced technician. He is a busy man and it may take him a while, however, you have purchased a new 330/12 along with the additional parts and I am sure he will take this into consideration. Your request seems reasonable and if your tone was the same with RIC as the explanation here you have approached the problem in a respectful way. Please let us know how you make out.
One last point, for what it's worth. I have a 12 string saddle for my 450/12 and it is not perfectly seated on the bridgeplate, however, I am able to intonate the instrument perfectly and it plays beautifully in spite of this slight imperfection. I understand your desire to have a new plate as you have a new guitar.
Defective part exchangement difficulty.
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Miguel: I am glad you pursued this problem and I am pleased that RIC asked you for additional information to support your claim.
Notwithstanding the response from RIC it would also seem that the dealer should be required to stand behind the product that they sell. You didn't comment on whether the dealer was willing to assist you in absorbing some or all of the cost if necessary. Again, in the customer satisfaction arena this is an inexpensive fix. Surely the dealer must take some responsibility as your closest relationship is with them. After all, you are likely to have a longstanding relationship with them over the years and I am sure that they would want it that way.
Under the circumstances it seems reasonable the RIC is willing to look at it, however, it is somewhat peculiar that the dealer is not front and center on this one. They benefited from your purchase of the parts to begin with. What is the dealer's bottom line?
Notwithstanding the response from RIC it would also seem that the dealer should be required to stand behind the product that they sell. You didn't comment on whether the dealer was willing to assist you in absorbing some or all of the cost if necessary. Again, in the customer satisfaction arena this is an inexpensive fix. Surely the dealer must take some responsibility as your closest relationship is with them. After all, you are likely to have a longstanding relationship with them over the years and I am sure that they would want it that way.
Under the circumstances it seems reasonable the RIC is willing to look at it, however, it is somewhat peculiar that the dealer is not front and center on this one. They benefited from your purchase of the parts to begin with. What is the dealer's bottom line?
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Miguel: You are simply asking what can be done to resolve the matter and I think that it is a fair question. That RIC has asked for more documentation has shown their interest in the matter.
Are you able to get any sense of responsibility from the dealer as they profited from your purchase and will want you to return? Surely it is in their best interest to have a satisfied customer. Your next instrument might be a C Series' 12-string. I keep coming back to this, but the cost to the dealer to set this right is small. While I appreciate that there are business policies and princiiples here, on a part retailing at $79 the break even price for the dealer would surely be worth your continued business. It seems reasonable that they should be able to sort this out, lobbying and advocating on your behalf and without the need for you to contact RIC. Wouldn't this be the mark of a good dealer?
Are you able to get any sense of responsibility from the dealer as they profited from your purchase and will want you to return? Surely it is in their best interest to have a satisfied customer. Your next instrument might be a C Series' 12-string. I keep coming back to this, but the cost to the dealer to set this right is small. While I appreciate that there are business policies and princiiples here, on a part retailing at $79 the break even price for the dealer would surely be worth your continued business. It seems reasonable that they should be able to sort this out, lobbying and advocating on your behalf and without the need for you to contact RIC. Wouldn't this be the mark of a good dealer?
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Miguel, I may be mistaken, but I think when Peter asked if the dealer is taking responsibility, he meant will the dealer bear the cost of making it right in order to retain your business. I.e., if they asked Rickenbacker but Rickenbacker won't budge, will the dealer bear the cost? I don't think it hurts to ask.
This is just my opinion, but I don't think any company is being unreasonable to ask that a defective part be brought to their attention within a certain time period. You have admitted that you waited a long time and that it was your choice to wait. I just can't see how Rickenbacker is being unreasonable.
This is just my opinion, but I don't think any company is being unreasonable to ask that a defective part be brought to their attention within a certain time period. You have admitted that you waited a long time and that it was your choice to wait. I just can't see how Rickenbacker is being unreasonable.
I just purchased my second 12 saddle bridge. The first was purchased directly from RIC and went on my 360/12v64. This was purchased from Gary at NCM and will go on my 370/12. I ordered the bridge on Friday and rec'd it yesterday. I ordered it with two sets of strings. I plan to do the switch this weekend - BUT last night I completely inspected the bridge (and polished the grind job on the saddles in prep for the seat filing job). As someone with a small amount of manufacturing experience, it is hard for me to understand just what could be wrong with your bridge. I suspect the holes are punched while the bridge itself is flat - could there be some flash from the chroming on one of the holes? I also know that if you don't dress the bottoms and sides of the saddles, they won't necessarily fit correctly. Are you sure there is really a problem with this piece of hardware?
In thinking some more about this, the holes don't really "do" anything - other than keep the Allen screws lined up. What would happen if you "opened" the hole up slightly?
I know that on the last bridge, the screws didn't seem to want to behave themselves, but after I cleaned the sides and bottoms of the saddles everything was fine.
Each saddle has a single tapped hole and I suspect these are fixtured and tapped as individual pieces (although there would be other ways to make them - nothing would be as inexpensive). Then, RIC grinds the entire set of saddles to "match" the fretboard radius. Since aluminum is pretty soft, this grinding process can leave a "smeared" burr on the side of the saddle. Also if the tapped hole is even slightly off, the saddle isn't going to track back/forth across the bottom and may even bind between saddles.
I just polished each face of each saddle on a sheet of 600 or 800 Wet-or-Dry carborundum paper when I notched the saddles (on the last bridge).
I know that on the last bridge, the screws didn't seem to want to behave themselves, but after I cleaned the sides and bottoms of the saddles everything was fine.
Each saddle has a single tapped hole and I suspect these are fixtured and tapped as individual pieces (although there would be other ways to make them - nothing would be as inexpensive). Then, RIC grinds the entire set of saddles to "match" the fretboard radius. Since aluminum is pretty soft, this grinding process can leave a "smeared" burr on the side of the saddle. Also if the tapped hole is even slightly off, the saddle isn't going to track back/forth across the bottom and may even bind between saddles.
I just polished each face of each saddle on a sheet of 600 or 800 Wet-or-Dry carborundum paper when I notched the saddles (on the last bridge).
I can't imagine the Factory NOT fixing this ...no matter the time frame . This does not sound unreasonable to me.
Nordstrom's Dept Store is extremely giving to customers (almost beyond belief) and nearly everyone that makes product wants you to return .
Why toss a cutomer aside ???? A good customer tells 2 to 5 people about great product and service . A ****** off customer is like the plague telling everyone ... and nearly forever .
It's just bad business.
There are standards to be met , but within reason and not to the moment of expiration .
I would say , call and talk to service personally and then if they need to have JH make a judgement call , then I will bet that he says yes to this . Why not ? What purpose is there to NOT fix it ?
Nordstrom's Dept Store is extremely giving to customers (almost beyond belief) and nearly everyone that makes product wants you to return .
Why toss a cutomer aside ???? A good customer tells 2 to 5 people about great product and service . A ****** off customer is like the plague telling everyone ... and nearly forever .
It's just bad business.
There are standards to be met , but within reason and not to the moment of expiration .
I would say , call and talk to service personally and then if they need to have JH make a judgement call , then I will bet that he says yes to this . Why not ? What purpose is there to NOT fix it ?
So you too want yours "ALAPWOB"?!?!
[Wouldn't you wait until the strings were at their "end" before changing them? They were still good.
No, absolutely not. And I've removed and reinstalled strings many times.
Most replacement parts and accessories (for most kinds of products) don't come with written warranties. They have what's called implied warranties of merchantability and fitness. But they only apply if you inform the seller at once that the product isn't usable for its intended purpose. You can't go back months later.
[Does Rickenbacker use everything as it arrives at the factory, or does it keep items until they are needed?
You had better believe that they inspect everything when it arrives, whether they use it right away or not.
[Had it been delivered to my house, who then would have been responsible? They (the dealer) sold it to me in name only. Rickenbacker made it.
That's not the way it works. If you order any kind of product from a retail dealer, then the dealer sold it to you, even if it's drop-shipped directly from a factory to you.
Miguel, I certainly don't think you're being deceitful. As a longtime retail manager, if I were the dealer I would offer to sell you a replacement at my cost. But you made a mistake by not examining it right away, and I think you're being very unfair to Rickenbacker by blaming them for not taking it back. That's all I'll have to say about this.
No, absolutely not. And I've removed and reinstalled strings many times.
Most replacement parts and accessories (for most kinds of products) don't come with written warranties. They have what's called implied warranties of merchantability and fitness. But they only apply if you inform the seller at once that the product isn't usable for its intended purpose. You can't go back months later.
[Does Rickenbacker use everything as it arrives at the factory, or does it keep items until they are needed?
You had better believe that they inspect everything when it arrives, whether they use it right away or not.
[Had it been delivered to my house, who then would have been responsible? They (the dealer) sold it to me in name only. Rickenbacker made it.
That's not the way it works. If you order any kind of product from a retail dealer, then the dealer sold it to you, even if it's drop-shipped directly from a factory to you.
Miguel, I certainly don't think you're being deceitful. As a longtime retail manager, if I were the dealer I would offer to sell you a replacement at my cost. But you made a mistake by not examining it right away, and I think you're being very unfair to Rickenbacker by blaming them for not taking it back. That's all I'll have to say about this.
Miguel: Very pleased to see that this matter is resolved. Lets hear all about how your instrument plays.
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Your mother was right. For everything else there is Mastercard. Sorry couldn't resist. Thanks for the update, I hope that things will be resolved soon.
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