Gibson Guitar Corp.

Really sketchy. Bought a new Steinberger Spirit from authorized reseller. Guitar arrived covered in dirty sawdust, loose in the gig bag all scratched up, protective bags wadded up in the box instead of covering the guitar. I exchanged it and the replacement was packed differently but again wadded up, tremolo bar loose in the box. No response from Gibson, very fly by night feel to the whole thing. Avoid this operation, I would have been better off buying on eBay!

Bought a new Gibson Guitar. Paint has chipped and worn in a month of home use & going in/out of case. I purchased a new [redacted] Gibson [redacted] in mid March 2015. I noticed about a month after purchase that the guitar has developed several chips in the paint, down to the wood with very light home use. In areas that I believe is from the Gibson Case that came with the guitar. I contacted Gibson first on 4/20/15 asking initially only for a paint repair pen in the color of the guitar which is not availible. I even offered to pay for the pen. I got a reply on 4/27/15 that instructed me to wax the guitar with carnubla wax and to go to [redacted] for repair products. I contacted back with my concerns about the paint being defective as I've owned many guitars in my 10 years of playing that were much less than the amount I paid for the product and the unavailibility of repair paint in the same color at the recommended source and that the quality of the product has put concern in the quality of the company for future purchases and was considering a competitor depending on what happened with this guitar. I never received a reply from Mr. Burnes. I again contacted Gibson customer service during the week of 5/20, not exactly sure which day again voicing my concerns and wish for a repair so the product would not continue to have this problem as I believe it is defective. Again I did not recieve a reply.Model: [redacted] Gibson [redacted]Purchased: [redacted] (Gibson Dealer)Purchase price: $1150 including taxes Purchased: March 2015Payed via debit cardSerial Number: XXXXXXXXXHave a warrantyDesired SettlementAt this point I feel I was very reasonable initially wishing for the correct product from the company to repair the guitar myself and pay for the paint. The paint has continued to chip and wear to the wood from little home use (I even purchased another guitar due to the issue for home use) I feel this guitar is defective and I would like it repaired or refunded so I can purchase another guitar of my choosing. I feel the company's service is awful and I'm suck with a $1150 broken guitar.Business Response Hi, a Gibson Customer Service Rep will be back in touch with this customer. Please use [redacted]@gibson.com as the contact email for any such issues. Thank you - Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)It had now been 5 days since they responded to 2nd sending of the complaint and I have not received anything from the company. I would like an actual email address from whoever is in charge of customer service and repairs that I can use to get in contact with personally and get a response in a prompt manner. Final Business Response An offer to review the guitar at our repair facility in Nashville still stands, we will be more than happy to take a look at the problem and assist with resolution. Mr. [redacted] may reply to [redacted] email from 6/18/15 (quoted below) with the request for details needed to issue the RMA."Hello again [redacted], It has come to my attention that, beyond wanting recommendations on finish care finish and maintenance, you may be interested in having the finish evaluated in Nashville. If this is the case, we would be glad to set up authorization for the instrument to be evaluated. In order to have a Return Merchandise Authorization (RMA) set up, please email a copy of your sales receipt along with the following information:Full name:Address information:City:State:Zip code: Telephone number:Email address:Model/Product:Serial number:Date of purchase:Name of dealer: Reason for return:Once I have received your receipt and the completed form, I will forward to you the necessary information regarding returning your item.Best Regards,[redacted]Gibson Customer Service[redacted]

Gibson/Tronical min etune stripped and not working correctly my father purchased a new Gibson Les Paul with the min etune robot tuning system and several of the tuners have been stripped for almost the whole year he has had the guitar.....I tried calling gibson to see if they could send me a replacement set of tuners and I could install them myself but I instead I got hung up on 4 times and placed on hold twice for over an hour each time and then was hung up on......Desired SettlementI would like a set of replacement tuners for my father's guitar.....His health is failing fast and I would like to be able to at least see him enjoy his new guitar in his final days.....I can install them myself since I have already installed the Tronical branded system on 2 of my guitars since seeing them.......I have not had any problems with my setup so I'm thinking maybe the factory set was just a defective setBusiness Response Contact Name and Title: [redacted]. - CS Mgr. Contact Phone: 1-[redacted]Contact Email:[redacted]@gibson.com Regarding the issue with his fathers guitar, we will be happy to help but we must have the guitar in one of our facilities in order to properly evaluate and address the issue as this tuning system is comprised of precision parts that we only allow our factory trained[redacted] providers to diagnose and repair. Please provide a contact number for Mr.[redacted] and we will be happy to contact him directly to discuss the issue and make arrangements. Thank you. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I am already familiar with the tuning system as stated in my 1st statement I have already installed 2 sets of Tronical tuners on 2 of my other guitars myself so I am fully capable of doing the work myself and will send defective parts back to the company.......I'm not paying to shipping there and back that would be over $150 if I wanted to spend that much I would just buy used parts off ebay Final Business Response I'm the Customer Service Mgr. for Gibson Brands, Inc., we handle customer[redacted] issues for all divisions of Gibson, including our Memphis division which this specific issue is not related to. Regarding this complaint, as we have no record of any call(s) from this person, no serial# of the instrument, no details regarding where this was purchased, and no proof of purchase, we will not be sending the parts requested at no charge. I am happy to make arrangements for shipping the guitar at no charge to our[redacted], TN repair facility for it to be evaluated - but we cannot commit to repairing the guitar or replacing parts at no charge until we know what we are dealing with. The Tuners that he has requested are available to purchase if he chooses to go that route, they may be purchased direct from our factory online at http://techstore.gibson.com/. Thank you. Best regards,[redacted]Customer Service ManagerGibson Brands, Inc.1-800-4GIBSONwww.gibson.com

Gibson is not honoring the AUTHENTIC GIBSON warranty of my $3,990 guitar My son [redacted] is a Gibson fanatic, for many years he also owns an [redacted] a Less Paul and an Epyphone double neck , and never had a problem with any of them, my son takes very well care of his guitars. I bought this authentic "made in the [redacted] Gibson guitar from a [redacted] distributor because my son wanted it in black and there none available in the US at that time. However, the receipt shows that the origin of this guitar is in the US.This is [redacted]This is my first guitar that I've gotten with Bigsby whammy hardware. After using the guitar for about a month or so I started noticing the Whammy arm to be getting more and more loose. It got to the point where eventually while I was playing the guitar the arm came out of the socket completely. I immediately contacted Gibson and the associate I spoke to told me that I could take the guitar to a nearby instrument repair shop known as [redacted] I set up an appointment and took the guitar in and the man working, [redacted], was able to put the arm back in. However, just after a couple of weeks I noticed that the arm was beginning to get loose again and looked as though it was getting more and more out of the socket. I became concerned that the same issue was happening so I called Gibson again to see if this was a defect issue, but they just told me that it was most likely a tightening problem and that I could take it back to the shop to adjust it. I set up a second appointment with [redacted] to do so and he tightened the whammy and told me that even though it appeared to be coming out from the socket it was actually fine and normal. Keeping this in mind I continued to play the guitar using the whammy, trying not to get concerned with the arm feeling somewhat loose. This continued until a few nights ago the arm became so loose it was swinging on its own and eventually came out again. I contacted [redacted] yet again telling him about the problem. He emailed me back not too long ago telling me he was going to contact Gibson with the warranty information to get new parts and he would let me know when he'd be able to repair the guitar. Unfortunately, he contacted me back saying that Gibson responded by saying that because the guitar was bought from a distributor outside the [redacted] the warranty could not apply and therefore, I would have to buy the parts myself.Desired SettlementI want my warranty to be honored in the US, This guitar was made by Gibson in the US.My son is starting Music College in January 12th 2016 and he needs his guitar fixed.If we take it to someone outside Gibson warranty, this guitar will loose the warranty.