Taylor Guitars

I just received a Taylor 224CE K-dlx.Monday.The Taylor site says it comes with a mahogany neck,and after you order one for $1900.they switch the neck to sapele on ya with out letting anybody know.Whats up Taylor!,why am I getting a sapele neck that's on some of your cheapest guitars!.I think it's a rip off!,and another thing,you don't even try to bookmatch the top at all,just two random pieces of koa,same on the back,not even close,the matching of the grain patterns is just sad,they just glued two pieces together.That just shows another,"they have to go cheap".My point is,why does a person have to spend 3-5k to get a quality made guitar.I also own a 1299$ Taylor 214 plus it has a mahogany neck,go figure,and a close to bookmatched top.Thank you!.

Thank you for sharing the customer's response to our proposal.We believe our limited warranty is far above average for consumer products, as it is stated in our initial response.While we hope for an amicable resolve to this situation, we are denying the customer's request for Taylor Guitars to cover all shipping costs and/or upgrade his guitar for freeInstead, we remain willing to meet him halfway and go beyond the terms of our limited warranty by covering the costs of shipping the guitar back to the customer after making repairs.Sincerely, [redacted] ***Taylor Guitars Customer Service Manager

Re: ID # [redacted] To whom it may concern: Thank you for sharing this complaint with our companyHere at Taylor Guitars, we pride ourselves on providing exceptional customer service.This consumer is upset with the terms and limitations of his limited warrantyWhile our limited warranty has a longer term than the average product warranty (it applies for so long as the guitar is owned by the original purchase), it does have some limitations and conditionsHis guitar does have an issue that our warranty covers and we have offered to have a replacement neck installed on his guitar at no charge to him, subject to other terms of the limited warrantyThis warranty work can be performed by a local Taylor certified tech, or he can ship the guitar to our factoryBecause our warranty does not cover the shipping costs for those customers who send their guitar to us for repair, many customers choose to avoid the expense of shipping and have the repairs performed locallyThis is still an option this customer may want to consider.Please note that we did offer to go beyond the terms of our warranty and cover the costs of shipping the guitar back to the customerThis was offered as a concession since he was upset about having to cover all shipping costsAt the time he accepted this offer and agreed to send the guitar to us at his expenseWe are still happy to honor this arrangement too.Terms of our limited warranty can be found on our website:https://www.taylorguitars.com/legal/warranty-united-statesYou can find details about the shipping costs clearly explained in section 4, which is excerpted on the next page.Excerpt from Limited Warranty:Claim ProceduresUnless purchaser is notified in writing that repairs and service under this Limited Warranty may be made by an authorized TAYLOR dealer or authorized TAYLOR warrarity repair center, claims for warranty performance and service shall be made by sending the instrument, shipping and insurance prepaid by the purchaser, to TAYLOR at the address shown or the face of this Limited Warranty, together with (a) evidence confirming the original purchase by purchaser (such as a copy of the sales invoice or receipt, a credit card slip, or the like); (b) a brief description of the nature of the asserted defect; and (c) the name, address and phone number of the original purchaser to whom the instrument is to be returnedPlease call Customer Service prior to shipping your guitarTAYLOR shah review the description of the asserted defect, examine the instrument, and make service, repairs and replacements as appropriate under this Limited WarrantyUpon completion of the service, the instrument shall be returned by TAYLOR to the original purchaser, shipping and insurance to be paid by the purchaserIn the event it is determined that the asserted defect is not covered by or is excluded from this Lirnited Warranty, the instrument shall be returned without repairs or replacement, shipping and insurance to be paid by the purchaserWhile we hope for an amicable resolve to this situation, we are denying the customer's request for Taylor Guitars to cover all shipping costs and/or upgrade his guitar as contrary to our warranty; as noted above, we are willing to go beyond the terms of our warranty and cover the costs of shipping the guitar back to the customerSincerely, [redacted] Taylor Guitars Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I reject the companies response because I feel it is an undue burden for me to have to pay shipping Shipping a guitar is not cheap Regardless of what they write in their warranty info A standup company should make it right since they sold a defective product not to mention the inconvenienc this has caused me.The guitar is defective I would gladly take it to a repair center but the closest one is 3hrs away Thats two trips one to drop it off and another to pickup once repaired A finger joint neck is a cheap manufacturing decision in the first place Defective design and defective craftsmanship or in this case lack thereof
Regards,
*** ***

Re: ID #[redacted] To whom it may concern: Thank you for sharing this complaint with our company. Here at Taylor Guitars, we pride ourselves on providing exceptional customer service.This consumer is upset with the terms and limitations of his limited warranty. While our limited warranty has...

a longer term than the average product warranty (it applies for so long as the guitar is owned by the original purchase), it does have some limitations and conditions. His guitar does have an issue that our warranty covers and we have offered to have a replacement neck installed on his guitar at no charge to him, subject to other terms of the limited warranty. This warranty work can be performed by a local Taylor certified tech, or he can ship the guitar to our factory. Because our warranty does not cover the shipping costs for those customers who send their guitar to us for repair, many customers choose to avoid the expense of shipping and have the repairs performed locally. This is still an option this customer may want to consider.Please note that we did offer to go beyond the terms of our warranty and cover the costs of shipping the guitar back to the customer. This was offered as a concession since he was upset about having to cover all shipping costs. At the time he accepted this offer and agreed to send the guitar to us at his expense. We are still happy to honor this arrangement too.Terms of our limited warranty can be found on our website:https://www.taylorguitars.com/legal/warranty-united-statesYou can find details about the shipping costs clearly explained in section 4, which is excerpted on the next page.Excerpt from Limited Warranty:4. Claim Procedures. Unless purchaser is notified in writing that repairs and service under this Limited Warranty may be made by an authorized TAYLOR dealer or authorized TAYLOR warrarity repair center, claims for warranty performance and service shall be made by sending the instrument, shipping and insurance prepaid by the purchaser, to TAYLOR at the address shown or the face of this Limited Warranty, together with (a) evidence confirming the original purchase by purchaser (such as a copy of the sales invoice or receipt, a credit card slip, or the like); (b) a brief description of the nature of the asserted defect; and (c) the name, address and phone number of the original purchaser to whom the instrument is to be returned. Please call Customer Service prior to shipping your guitar. TAYLOR shah review the description of the asserted defect, examine the instrument, and make service, repairs and replacements as appropriate under this Limited Warranty. Upon completion of the service, the instrument shall be returned by TAYLOR to the original purchaser, shipping and insurance to be paid by the purchaser. In the event it is determined that the asserted defect is not covered by or is excluded from this Lirnited Warranty, the instrument shall be returned without repairs or replacement, shipping and insurance to be paid by the purchaser. While we hope for an amicable resolve to this situation, we are denying the customer's request for Taylor Guitars to cover all shipping costs and/or upgrade his guitar as contrary to our warranty; as noted above, we are willing to go beyond the terms of our warranty and cover the costs of shipping the guitar back to the customer. Sincerely,[redacted] Taylor Guitars Customer Service Manager

Thank you for sharing the customer's response to our proposal.We believe our limited warranty is far above average for consumer products, as it is stated in our initial response.While we hope for an amicable resolve to this situation, we are denying the customer's request for Taylor Guitars to cover all shipping costs and/or upgrade his guitar for free. Instead, we remain willing to meet him halfway and go beyond the terms of our limited warranty by covering the costs of shipping the guitar back to the customer after making repairs.Sincerely, [redacted]Taylor Guitars Customer Service Manager