I ordered a custom colour guitar body. It took 7 months to complete. Just before it was to be posted to me I get a message with a photo saying he's discovered a few small marks.
The photo shows, what I think is fairly major damage. Two, what look like, window screen cracks on the back of the body probably about 1cm diameter. Another straight mark about 1cm long and some major cracking to the finish around the neck screw holes which look like it follows round to the side of the body. He says it's got natural checking, considering I wanted an unaged, unreliced body i'm not too crazy about it having cracks in the finish.
He seems surprised that I have an issue with this. I just wanted to ask if i'm being unreasonable in not accepting this when I ordered a brand new, unreliced, unaged, painted body?
I should also say that I have been refunded in full, but I didn't want that - I wanted the body I paid for in new condition.
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I have had to email a couple of customers about finish issues before to give some options when things haven't gone quite right. First options are always to re do or refund, but sometimes it's worth checking what the customer thinks
One i had go wrong was a rush job at the wrong time of year. It crazed beatifully, but wasn't what was asked for. Thankfully the customer liked the look as much as me and we carried on with an aged finish
One was when I had someone else spray a blackburst flamed maple tele body. I forgot he was colourblind. He used a purple tint instead of black for the main colour. I did offer it to the customer as is, but wasn't surprised when he said no
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7 months is the unfortunate part. Has the seller offered to turn another around quickly for you? That would be great customer service.
I understand that things can go wrong but what annoys me is not being offered another body with a quick turnaround. I even told him I didn't want a refund and would rather wait for another body to be finished but he just wanted to wash his hands of it.
Supportact said: [my style is] probably more an accumulation of limitations and bad habits than a 'style'.
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- What sort of finish?
- What angle/light was the photo taken at/in?
- Some may see it as very minor, others more major
and so on.. in this situation context is king and we don't have that context.