#1
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Emerald Customer Support
Recently sent my Emerald Artisan (short scale custom ordered and received last year) X20 to a prospective buyer. He found issues with the saddle affecting the Anthem pickup, overly wide slots on the nut, buzzing on upper frets, and sent a video of the sound problem with the anthem plus photos of problems with the nut. I never really bonded with the guitar, hadn’t ever plugged it in, and rarely play up the neck. He’s shipping the guitar back. Have contacted Emerald by phone and email, and am waiting for a response. Would appreciate any feedback or advice on dealing with Emerald and getting warranty work done.
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1950 Martin 00-18 RainSong Concert Hybrid Orchestra Model 12 Fret Eastman E20OOSS. 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 |
#2
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How old is it? Are you the original buyer? I ask because:
Emerald Guitars warrants solely to the original retail purchaser of this Emerald musical instrument that the instrument purchased shall be free from defects in materials and workmanship under normal use for a period of three years from the date of purchase, or until the ownership of the instrument is transferred to another. This Limited Warranty does not cover: Normal wear and tear (i.e., worn machine heads, worn plating, string replacement, scratches or damages to or discoloration of the instrument finish for any reason). The subjective issue of tonal characteristics. Any instrument that has been damaged due to misuse, negligence, accident, or improper operation. Any instrument upon which unauthorised repair or service has been performed. Any factory-installed electronics after a period of one year following the original date of purchase. Emerald does not warranty the playability of an instrument whose ‘action’ is lower than the factory standard or whose string gauge is different than the factory standard.
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Emerald X20 Emerald X20-12 Fender Robert Cray Stratocaster Martin D18 Ambertone Martin 000-15sm |
#3
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I would sure have a local tech look at it before shipping it back and forth to Ireland.
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#4
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RP asks a fair question, because Emerald dropped the Artisan name many years ago. It seems unlikely that a new Emerald guitar ordered last year was called an Artisan.
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Emerald X30 Emerald X20 Nylon Emerald X7 Nylon Rainsong Smokey SMH Outdoor Guitalele Taylor 522e 12-fret ✝ Gitane DG-560 nylon ✝ Alhambra 3C CW Eastman AR910CE Recording King RM-991 tricone resonator Recording King RK-G25 6-string banjo Thomann Irish Bouzouki M1089 |
#5
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Quote:
A 5-second search confirmed that the OP ordered this guitar in 2022. Not to mention that he said so in his first post. So, it’s still under warranty.
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Martin 0-16NY Emerald Amicus Emerald X20 Cordoba Stage Some of my tunes: https://youtube.com/user/eatswodo |
#6
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Still no reply from Emerald after sending an email and leaving a phone message. When the guitar gets back am bringing it to my local tech.
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1950 Martin 00-18 RainSong Concert Hybrid Orchestra Model 12 Fret Eastman E20OOSS. 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 |
#7
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I was just chatting with Davy K on line a few minutes ago (9:09AM CST) - you might want to give that a whirl.
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Martin 0-16NY Emerald Amicus Emerald X20 Cordoba Stage Some of my tunes: https://youtube.com/user/eatswodo |
#8
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They were on a two-week company break recently, and your email may be buried among the thousands that came in. And they are still reeling from the big 25% off sale, I'm sure. The chat function seems like a viable option.
Given the cost of shipping to/from Ireland, you can pay a local luthier for quite a bit of tweaking work. I know you shouldn't have to, but.... |