Fretsong Guitars

Complaint: [redacted] I am rejecting this response because: is the amount owed Full refund of this amount, or a completely new guitar built in month Once I receive a full refund, or a completed guitar, then I will return the unplayable guitar I currently have I will accept nothing less Regards, [redacted]

Fretsong does not provide a warranty for your hardware and electronics - Bridge hardware, pickups, etcFretsong customarily backs the components made here at Fretsong Custom built merchandise is none refundable - but if there is a problem, it comes back to the shop, and will be fixed or rebuilt at no further chargeThere is no "test drive" with a custom built instrument, and no return counterFretsong does not pay for another party to work on your guitar in any instance, and having this done is considered unauthorized modification, voiding any warrantyFretsong is not financially responsible for a client choosing not to return the instrument for need or want of modification or repairFretsong is not responsible for unwarranted trust issues, or impatience, or choices against our policyBesides, knowing every factor involved in building your guitar in the first place, makes Fretsong better qualified to review everything pertinent and make it rightHowever, if a problem arises, you will have professional and prompt attention until it is resolvedIf you need assurances that require your ability to seek a refund for buyers' remorse or other reasons, this option is not for you - there are "other" instruments available in the market that you can buy and return on a whimJust remember, we are committing expensive materials, labor and hardware to your specification - it is a patient and adult task, and not for the inexperienced party seeking instant gratification I offered several times to accept return of the guitar for replacement of the part that failed - customer refusedAfter threats, half truths on forums - and harassment on eBay when the customer followed and tried causing problems - I STILL offered to have him return for repair - if any is neededI am positive that the neck neither needs replacement or repair, provided that the customers friends haven't altered it in some wayAgainst policy, I refunded $out of ($(paid for the neck and the body combined)) for the guitar body that had developed moisture problems under the finish - as the customer had stated he wanted to have a body built by another - this was a month ago, and the body has NOT been returnedInstead customer now claims the neck has an improper scale - while the neck is proof otherwiseThe customer says many things, hasn't returned merchandise he was OVER refunded for, and continues with slander all over the internetHe may go ahead with his previous plans to build another body with another builderOr he may return the refunded funds and the guitar for a replacement body to be built within weeks of arrival on siteThere will be no further refunds, and I will expect materials returned that funds were refunded for

The final payment due for the build was $at the endI refunded $at that time, taking $for the last paymentThis one is at the very bottomWhen it became apparent that moisture problems had caused problems in the body of the guitar, I refunded this payment in full - though it is standard to take it back for repair or replacementThe customer refused to send it back for repairThe total that the customer paid for the guitar body and neck was $MINUS $- then received another refund of $for the body alone, and never returned the bodyCustomer then points at the troubles with the body as reason to return the neck - after stating that he intended on having another party build another body for it at the beginning of DecemberI have yet to see the body returnedBellow is the info from PayPal for the last payment, and it's refund
Sent to: JJ ***
Email: ***@gmail.com
Total amount: -$USD
Fee amount: $USD
Net amount: -$USD
Date: Dec 30,
Time: 10:29:PST
Status: Completed
Date: Dec 30,
Time: 10:29:PST
Status: Completed
Refund (Unique Transaction ID # ***)
Sent by: JJ *** (The sender of this payment is Verified)
Buyer email: ***@gmail.com
Payment sent to: ***@***.com
Amount received: $USD
Fee amount: -$USD
Net amount: $USD
Date: Dec 3,
Time: 08:00:PST
Status: Refunded
You have refunded this payment in full
Subject: JJ ***
Payment type: Instant
Payment Received (Unique Transaction ID # ***)
Regards
PM-FSG

Complaint: ***
I am rejecting this response because:
The entire guitar is badIt is not able to be tuned or played properly I waited months for this guitar, it was supposed to take 3-months The body had cracks large cracks in it, the woodwork was done very poorly The neck, according to experienced guitar builders/repairmen, was built incorrectly I would like a full refund of all monies given to Fretsong Guitars/Paul Morley The only other option would be if he builds another guitar exactly as originally ordered Built and delivered in 1month Free of defects, and built properly I will then return the original guitar exactly as received I would prefer a full refund I am offering that as an option, and an opportunity to make things right
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The guitar is 100% unplayable I paid in full the amount of the hardware, neck, and body The neck has been verified to be built wrong by a professional luthier (guitar builder), the body was severely cracked, and routed so poorly nothing fit on the body properly I want a 100% refund and will return the guitar exactly as shipped the only thing that works on the guutar is the hardware and electronics He purchased these items directly for this guitar and are his responsibility I did not buy these items and ship to him They are his along with the unusable guitar There also is no Schaller hardware on the guutar Just generic strap holders Complete refund as lined out are all I will accept I do jot want the guitar rebuilt by him, since he went 10months past the date agreed upon, then delivered an extremely poorly made guitar I want my money back in full, and be done with this matter
Regards,
*** ***

Greetings to those at the Revdex.com...
Customer J.S. sent $860.00 to start - this was as a deposit on a contract build per customer specification - to buy his hardware & electronics for him at a better rate, and to buy raw materials for the parts I would manufacturer. Upon finishing,...

the remaining amount of $512.00 was due. In consideration of delays, a discount was offered on my contribution to the instrument of $112.00 (dismissing as well, the cost of strap-locks $15.00 and $15 short payment for bridge hardware at the start)... This left a remaining amount due of $400.00 - paid at finish. The amount of $60.00 was the cost of shipping the instrument.
Following a few weeks, the wood beneath the finish showed signs of moisture problems, and developed checking at the end-grain (cracks). I repeatedly offered upgrades in material, and building a new body for the guitar, including the cost of shipping both ways. Even after J.S. attempted souring my relationship with another business, and continued adversarial behavior on several forums - un-answered by myself. I explained that I was no longer dealing with delays of any kind, and kept offering more expensive options to correct the problem. He refused. My part of the instrument was $650.00 for the neck and the body of the guitar. At this point we discussed a partial refund - while unsaid by J.S. he sought to place a hold for the amount with PayPal. He insisted that he was determined to have another builder complete the guitar after seeking a refund for the body from me. At this point, I refunded $400.00 of $650.00 to J.S. - after confirming that PayPal did not have the authority to force refunds on custom made merchandise. It has been nearly a month, and the guitar body has not been returned - rather, the piece has been photographed and displayed as an item in dispute on forums. The body is still due here, but has not been returned - though the refund was for $100.00 more than J.S. paid for it.
A few weeks later, J.S. tried a new approach. He stated that the neck was not set to the correct scale - seeking further refunds. While the neck itself and the CNC manufactured template and system to produce it is Proof otherwise. There is no cause for dispute regarding the neck, it's condition upon arrival, or its length of scale. There was no error in the manufacture or material on this product, and it was made to customer specification. With this kind of product, I must commit expensive material and labor to customer specification. If it were financially possible to consider refunds on custom made pieces like this, there would naturally be an at least %20 re-stocking fee, if not more. And a refund is not done, unless there is a defect in material or work. There is none. J.S. continually goes back and forth about the body (refunded for more than the amount, and NOT returned), then false statements about the neck. I explained that I was happy to rebuild the body with more expensive materials several times - but that his specifications were nothing close to general merchandise and cannot be refunded. Others are not looking for product that is made to specification by J.S. ....
While J.S. was demanding refunds from me for HIS hardware, he was negotiating to finish the guitar with another company. (And sought to damage my relationship with them in the process) - That party made me aware of this. J.S. had me purchase his hardware and electronics FOR him at a discounted rate. Like the neck - there was no flaw to these components - and any issues J.S. might have with these can be taken up with the respective manufacturer. 
At this point I have refunded $400.00 of my contribution to this guitar build ($650.00). And I have not seen or even been notified of the guitar body being sent back. The neck itself is physical proof that there is no error in the scale, material or work. I have offered repeatedly to build something more expensive to replace the body (if the refunded amount is returned of course) - and to do so in a period of three weeks - but this was answered with threats and further adversarial behavior. Also, the finish was added free of charge, due to the material being too soft to simply use oil alone - and I contacted him about this before applying finish.
I have never left a customer without resolution. But this guitar was also taken to another builder, and I cannot be financially responsible for the actions or decisions of another. Now I am also confronted with demands of support for something that may be altered by another party. After continued offers to build a new body and ship it both ways (with the refund sent back of course)... That offer still stands, provided there is some kind of retraction of the very large amount of negative text all over the web by J.S. - much of it while the guitar was being built, and discovered afterwards. I too have all of our correspondence, and J.S. was well aware of my heart condition slowing me down, and expected delays. I have responded kindly, to several threats and untrue accusations, and still offered to rebuild the body and work it out. But the only answer was more of the same behavior, and continued false statements about the neck. The body is not an issue - and per the (more than cost) refund, should have been returned weeks ago.
 
Regards,
 
Paul
FSG

Greetings to those at the Revdex.com...
Customer J.S. sent $860.00 to start - this was as a deposit on a contract build per customer specification - to buy his hardware & electronics for him at a better rate, and to buy raw materials for the parts I would manufacturer. Upon finishing, the remaining amount of $512.00 was due. In consideration of delays, a discount was offered on my contribution to the instrument of $112.00 (dismissing as well, the cost of strap-locks $15.00 and $15 short payment for bridge hardware at the start)... This left a remaining amount due of $400.00 - paid at finish. The amount of $60.00 was the cost of shipping the instrument.
Following a few weeks, the wood beneath the finish showed signs of moisture problems, and developed checking at the end-grain (cracks). I repeatedly offered upgrades in material, and building a new body for the guitar, including the cost of shipping both ways. Even after J.S. attempted souring my relationship with another business, and continued adversarial behavior on several forums - un-answered by myself. I explained that I was no longer dealing with delays of any kind, and kept offering more expensive options to correct the problem. He refused. My part of the instrument was $650.00 for the neck and the body of the guitar. At this point we discussed a partial refund - while unsaid by J.S. he sought to place a hold for the amount with PayPal. He insisted that he was determined to have another builder complete the guitar after seeking a refund for the body from me. At this point, I refunded $400.00 of $650.00 to J.S. - after confirming that PayPal did not have the authority to force refunds on custom made merchandise. It has been nearly a month, and the guitar body has not been returned - rather, the piece has been photographed and displayed as an item in dispute on forums. The body is still due here, but has not been returned - though the refund was for $100.00 more than J.S. paid for it.
A few weeks later, J.S. tried a new approach. He stated that the neck was not set to the correct scale - seeking further refunds. While the neck itself and the CNC manufactured template and system to produce it is Proof otherwise. There is no cause for dispute regarding the neck, it's condition upon arrival, or its length of scale. There was no error in the manufacture or material on this product, and it was made to customer specification. With this kind of product, I must commit expensive material and labor to customer specification. If it were financially possible to consider refunds on custom made pieces like this, there would naturally be an at least %20 re-stocking fee, if not more. And a refund is not done, unless there is a defect in material or work. There is none. J.S. continually goes back and forth about the body (refunded for more than the amount, and NOT returned), then false statements about the neck. I explained that I was happy to rebuild the body with more expensive materials several times - but that his specifications were nothing close to general merchandise and cannot be refunded. Others are not looking for product that is made to specification by J.S. ...
While J.S. was demanding refunds from me for HIS hardware, he was negotiating to finish the guitar with another company. (And sought to damage my relationship with them in the process) - That party made me aware of this. J.S. had me purchase his hardware and electronics FOR him at a discounted rate. Like the neck - there was no flaw to these components - and any issues J.S. might have with these can be taken up with the respective manufacturer. 
At this point I have refunded $400.00 of my contribution to this guitar build ($650.00). And I have not seen or even been notified of the guitar body being sent back. The neck itself is physical proof that there is no error in the scale, material or work. I have offered repeatedly to build something more expensive to replace the body (if the refunded amount is returned of course) - and to do so in a period of three weeks - but this was answered with threats and further adversarial behavior. Also, the finish was added free of charge, due to the material being too soft to simply use oil alone - and I contacted him about this before applying finish.
I have never left a customer without resolution. But this guitar was also taken to another builder, and I cannot be financially responsible for the actions or decisions of another. Now I am also confronted with demands of support for something that may be altered by another party. After continued offers to build a new body and ship it both ways (with the refund sent back of course)... That offer still stands, provided there is some kind of retraction of the very large amount of negative text all over the web by J.S. - much of it while the guitar was being built, and discovered afterwards. I too have all of our correspondence, and J.S. was well aware of my heart condition slowing me down, and expected delays. I have responded kindly, to several threats and untrue accusations, and still offered to rebuild the body and work it out. But the only answer was more of the same behavior, and continued false statements about the neck. The body is not an issue - and per the (more than cost) refund, should have been returned weeks ago.
 
Regards,
 
Paul
Fretsong Guitars

Complaint: [redacted]
I am rejecting this response because:
760.00 is the amount owed.  Full refund of this amount, or a completely new guitar built in 1 month.  Once I receive a full refund, or a completed guitar, then I will return the unplayable guitar I currently have.  I will accept nothing less.
Regards,
[redacted]

Fretsong does not provide a warranty for your hardware and electronics - Bridge hardware, pickups, etc... Fretsong customarily backs the components made here at Fretsong.
Custom built merchandise is none refundable - but if there is a problem, it comes back to the shop, and will be fixed or rebuilt at no further charge. There is no "test drive" with a custom built instrument, and no return counter. Fretsong does not pay for another party to work on your guitar in any instance, and having this done is considered unauthorized modification, voiding any warranty. Fretsong is not financially responsible for a client choosing not to return the instrument for need or want of modification or repair. Fretsong is not responsible for unwarranted trust issues, or impatience, or choices against our policy. Besides, knowing every factor involved in building your guitar in the first place, makes Fretsong better qualified to review everything pertinent and make it right. However, if a problem arises, you will have professional and prompt attention until it is resolved. If you need assurances that require your ability to seek a refund for buyers' remorse or other reasons, this option is not for you - there are "other" instruments available in the market that you can buy and return on a whim. Just remember, we are committing expensive materials, labor and hardware to your specification - it is a patient and adult task, and not for the inexperienced party seeking instant gratification.
I offered several times to accept return of the guitar for replacement of the part that failed - customer refused. After threats, half truths on forums - and harassment on eBay when the customer followed and tried causing problems - I STILL offered to have him return for repair - if any is needed. I am positive that the neck neither needs replacement or repair, provided that the customers friends haven't altered it in some way. Against policy, I refunded $512.00 out of ($650.00 (paid for the neck and the body combined)) for the guitar body that had developed moisture problems under the finish - as the customer had stated he wanted to have a body built by another - this was a month ago, and the body has NOT been returned. Instead customer now claims the neck has an improper scale - while the neck is proof otherwise. The customer says many things, hasn't returned merchandise he was OVER refunded for, and continues with slander all over the internet. He may go ahead with his previous plans to build another body with another builder. Or he may return the refunded funds and the guitar for a replacement body to be built within 3 weeks of arrival on site. There will be no further refunds, and I will expect materials returned that funds were refunded for.