Emerald Customer Support

[Aspiring]

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.

[seannx]

[QUOTE=DAVY K;7323774]

Originally Posted by seannx

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 Emerald’s perspective plus options if warranty work was necessary. Never heard anything back, and the sale didn’t go through. I’m still waiting, and it’s 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 didn’t. As it was a custom order a simple return wouldn’t 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 don’t like it, and based on my experience, don’t 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 don’t have a copy. I’ll contact you via email.
Thanks for your message,
Seann

[Batmitestar]

Originally Posted by jdinco

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.

I’m not in any fan clubs. I like what I like, and I speak pretty plainly.

[PassingThru]

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.

[JackDaniel]

Comment removed.

[David Eastwood]

Comment removed...

[seannx]

[QUOTE=seannx;7323826]

Originally Posted by DAVY K

Hello Davy,
I used the contact form on the Emerald website, and don’t have a copy. I’ll 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, I’m very satisfied with the results, which went beyond my expectations. So kudos to Emerald, and the AGF!

[David Eastwood]

Originally Posted by seannx

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.

[RP]

[QUOTE=seannx;7324576]

Originally Posted by seannx

...Without going into details, I’m 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...

[JackDaniel]

Originally Posted by David Eastwood

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...

[Earl49]

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.

[RP]

Originally Posted by Earl49

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....