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  #16  
Old 09-19-2023, 08:30 AM
Aspiring Aspiring is online now
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I have had Davy as my rep through two purchases.

On the plus side Davy has done great when I get through. On the minus side I have also experienced a lot of lost mail and other communications.

As a suggestion to Emerald if they are not already, looking into a customer ticketing system or similar for tracking customer inquiries might be helpful and/ or resolving whatever is going on with emails.
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  #17  
Old 09-19-2023, 09:29 AM
seannx seannx is offline
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[QUOTE=DAVY K;7323774]
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Originally Posted by seannx View Post
Last month I sent an email request followed up with a phone message for warranty support for issues with my special order short scale X20. I never really bonded with the guitar, and posted it here on the AGF for sale. A prospective buyer found issues with the anthem pickup plus the setup, and I wanted Emeraldís perspective plus options if warranty work was necessary. Never heard anything back, and the sale didnít go through. Iím still waiting, and itís disappointing to say the least to get no response about a $3,000 guitar.
I took it to my local tech who made sure the saddle and the bottom of the slot were perfectly flat, frets were level, and fixed the problem with the anthem. The nut slots could have been done better but were acceptable.
In retrospect I could have plugged the guitar in on receipt to test the anthem, but didnít. As it was a custom order a simple return wouldnít have been possible without a 20% restocking fee within the 10 day window.
If considering a custom (3D) build Emerald, make sure to include taking a 20% hit if you donít like it, and based on my experience, donít count on hearing back from their customer service if you discover any problems or have concerns.


Seann
Please send me your initial message again as I have checked the system and cant find nothing unfortunately

Send it to either [email protected] or [email protected] and I can help you further

Look forward to hearing from you

Davy
Hello Davy,
I used the contact form on the Emerald website, and donít have a copy. Iíll contact you via email.
Thanks for your message,
Seann
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1950 Martin 00-18
RainSong Concert Hybrid Orchestra Model 12 Fret
Emerald X20 Artisan Short Scale
Strandberg Boden Original 6
Eastman T185MX
G&L ASAT Classic USA Butterscotch Blonde
Rickenbacher Lap Steel
Voyage-Air VAD-2
Martin SW00-DB Machiche
1968 Guild F-112
Taylor 322e 12 Fret V Class
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  #18  
Old 09-19-2023, 02:58 PM
Batmitestar Batmitestar is offline
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Originally Posted by jdinco View Post
I wonder if the Emerald fan club would feel that way if it were any other brand guitar ? I doubt it. I know it's a big turn off for me when I have any negative experience with a company and I shy away from them.
Iím not in any fan clubs. I like what I like, and I speak pretty plainly.
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  #19  
Old 09-19-2023, 03:28 PM
PassingThru PassingThru is offline
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The few times I had questions or order changes, my contact with Davey has been timely and positive. I can say the same about Martin Guitar.
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Last edited by PassingThru; 09-19-2023 at 05:25 PM.
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  #20  
Old 09-19-2023, 05:20 PM
JackDaniel JackDaniel is offline
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Comment removed.

Last edited by JackDaniel; 09-20-2023 at 08:05 PM.
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  #21  
Old 09-19-2023, 05:22 PM
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David Eastwood David Eastwood is offline
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Comment removed...
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1963 Martin 0-16NY
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Last edited by David Eastwood; 09-21-2023 at 03:06 PM. Reason: No longer relevant
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  #22  
Old 09-20-2023, 02:20 PM
seannx seannx is offline
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[QUOTE=seannx;7323826]
Quote:
Originally Posted by DAVY K View Post

Hello Davy,
I used the contact form on the Emerald website, and donít have a copy. Iíll contact you via email.
Thanks for your message,
Seann
I sent Davy an email including the reasons for my warranty support request, and his answer was both considerate, understanding, and very helpful.

Am grateful to the AGF and Davy for facilitating this connection, and recommend that anyone with warranty questions or other issues contact him directly, instead of using the website form or leaving a phone message.

Without going into details, Iím very satisfied with the results, which went beyond my expectations. So kudos to Emerald, and the AGF!
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1950 Martin 00-18
RainSong Concert Hybrid Orchestra Model 12 Fret
Emerald X20 Artisan Short Scale
Strandberg Boden Original 6
Eastman T185MX
G&L ASAT Classic USA Butterscotch Blonde
Rickenbacher Lap Steel
Voyage-Air VAD-2
Martin SW00-DB Machiche
1968 Guild F-112
Taylor 322e 12 Fret V Class
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  #23  
Old 09-20-2023, 03:43 PM
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David Eastwood David Eastwood is offline
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Quote:
Originally Posted by seannx View Post

I sent Davy an email including the reasons for my warranty support request, and his answer was both considerate, understanding, and very helpful.

Am grateful to the AGF and Davy for facilitating this connection, and recommend that anyone with warranty questions or other issues contact him directly, instead of using the website form or leaving a phone message.

Without going into details, I’m very satisfied with the results, which went beyond my expectations. So kudos to Emerald, and the AGF!
That’s very good to hear - thanks for following up and sharing this.
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1963 Martin 0-16NY
2021 Emerald Amicus
2023 Emerald X20

Some of my tunes: https://youtube.com/user/eatswodo
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  #24  
Old 09-20-2023, 04:05 PM
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[QUOTE=seannx;7324576]
Quote:
Originally Posted by seannx View Post
...Without going into details, Iím very satisfied with the results, which went beyond my expectations. So kudos to Emerald, and the AGF!
I love it when a plan comes together...
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  #25  
Old 09-20-2023, 07:25 PM
JackDaniel JackDaniel is offline
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Quote:
Originally Posted by David Eastwood View Post
This response should have been to Davy alone, and not shared on this forum.

IMO, of course.
Good point. Thanks for the correction.
I can't figure out how to delete though...
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  #26  
Old 09-21-2023, 09:59 AM
Earl49 Earl49 is offline
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Only a moderator can delete a thread, but you can go back to your post(s) and edit out the parts that maybe should not have been there in the first place. Then it is up to David Eastwood to edit out his quote of what you deleted.
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  #27  
Old 09-21-2023, 10:11 AM
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Quote:
Originally Posted by Earl49 View Post
Only a moderator can delete a thread, but you can go back to your post(s) and edit out the parts that maybe should not have been there in the first place. Then it is up to David Eastwood to edit out his quote of what you deleted.
You can also click the triangle in the upper right corner of the post. That will get the Mod's attentions and then write them to delete the post....
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