I Cancelled a Guitar Order

[Rev Roy]

Hey, it happens. Nothing to feel bad about...especially in these weird days.

I canceled an order this week, too. But only because there ended up being a problem with the guitar. By the time the shop had completed the setup there was very little saddle left. Shallow break angle. Virtually flat on the unwound strings. Made me worry about the neck.

Bummer because I really loved the guitar - a custom shop Martin designed exclusively for the shop - and I like the owner, who I’ve bought four other Martins from. Ethical guy who sent me pics of the saddle after the setup to see if I approved. I didn’t. Sale canceled. No hard feelings on either side.

Like I say...it happens.

[Joe Beamish]

"No communication" is a deal killer for me, every time, especially in business or wherever money is concerned. I don't care if it's bad news, or if the product or service is messed up -- if you're responsive and communicative, we can work together. If not, you die. I wont be back.

[Arlington]

You did the right thing if there has been no communication or updates.

I went the other round and bought a guitar yesterday, not a custom one though.

[Guilty Spark]

Originally Posted by Rev Roy

Made me worry about the neck.

My Custom Shop HD-28 needed a neck re-set right out the door of the factory. I'm now noticing a small bit of hazing of the lacquer finish where it touches the body - not just the skin of the right arm that contacts the bout, either. I'm seeing some issues out of Martin's Custom Shop lately.

Back to the point and OP: in an ideal world, the seller would take the operative lesson from this experience and learn from it.
Repeat: in an ideal world.

[Dbone]

Originally Posted by Joe Beamish

"No communication" is a deal killer for me, every time, especially in business or wherever money is concerned. I don't care if it's bad news, or if the product or service is messed up -- if you're responsive and communicative, we can work together. If not, you die. I wont be back.

This is me through and through. So many companies are poor at communications. I am VERY patient for any transaction as long as I receive information about what’s happening. It’s surprising the number of businesses that do not get this concept. At their peril when it comes to me and people like me

[Joe Beamish]

Originally Posted by Dbone

This is me through and through. So many companies are poor at communications. I am VERY patient for any transaction as long as I receive information about what’s happening. It’s surprising the number of businesses that do not get this concept. At their peril when it comes to me and people like me

And the same goes for my own clients. I keep them up to speed waaaaay before they have to ask.

[Brucebubs]

mmm ... 1 month.

I ordered a new Gibson 1957 SJ-200 on Feb 6 this year.
ETA back then was 4 to 6 months .... that was before coronavirus.
I believe they've closed Bozeman production.

My guitar can wait, I hope everyone stays safe.

[Dbone]

Originally Posted by Joe Beamish

And the same goes for my own clients. I keep them up to speed waaaaay before they have to ask.

That’s so very smart man. I get very frustrated like that all the time. I think businesses often mistake the desire for information as impatience on the part of a customer.

You will be in business a very long time. That is my prediction.

[UncleJesse]

Originally Posted by Guilty Spark

My Custom Shop HD-28 needed a neck re-set right out the door of the factory.

Tell me Martin paid for this. In fact, why didn't the dealer take it back? Or was it later when you realized it?

[Napman41]

Originally Posted by Mr. Jelly

I responded to their last email to me that they sent month ago. I simply stated that with recent circumstances I was cancelling my order. They responded "Done". That was it.

Did you pay for the guitar upfront or make a deposit ? Done ain’t done until they done refund you your money.

[wguitar]

Mr. Jelly - wondering if/how they responded to your order cancellation? Under the current economic conditions it's curious that any business would not at least attempt to win your business back ?

[Mr. Jelly]

Originally Posted by Mr. Jelly

I responded to their last email to me that they sent month ago. I simply stated that with recent circumstances I was cancelling my order. They responded "Done". That was it.

Done was all the email said. And be safe.

[Mr. Jelly]

Originally Posted by Napman41

Did you pay for the guitar upfront or make a deposit ? Done ain’t done until they done refund you your money.

No I did not. All other times when I've done a deal like this I had the guitar well within ten days.

I did state in my email when I ordered it to keep me updated.

[The Bard Rocks]

Originally Posted by Mayfair

I almost cancelled a build last year due to lack of communications. It put such a bad taste in my mouth that I ended up trading the guitar within a few months. Glad I did bc I ended up with a gorgeous McIlroy, but still. Wish I’d just given Mr. McIlroy my money up front!

I had that happen and although the guitar is arguably as good as or better than anything I have ever owned, I have never taken much pleasure in it due to the bad feelings that linger. Many times i have thought. I should just sell it, then I think, ""Bu it's so good."

[Mayfair]

Originally Posted by The Bard Rocks

I had that happen and although the guitar is arguably as good as or better than anything I have ever owned, I have never taken much pleasure in it due to the bad feelings that linger. Many times i have thought. I should just sell it, then I think, ""Bu it's so good."

I felt the same way, so I replaced those feelings with a positive experience! Check out my NGD thread for the McIlroy.