My NGD last week may be a nightmare UPDATE 2/14/20.

[89bruin]

From my experience dealing with Martin’s certified repair techs and then directly with Martin’s factory warranty service, I’d avoid that route if at all possible. If your dealer will replace/exchange the instrument just start fresh.

[619TF]

Originally Posted by rmp

man what is up with Martin and their total lack of customer support?

This is not the first time I've seen a customer get the ice shoulder from them. Seems pretty ridiculous.

I currently do not own a martin, and based on posts like this, I probably never will.

I wish you luck in resolving.

It's called "we're an old, established company with a large share of the market and if you don't buy our stuff someone else will". Not you (or me after having read all sorts of Martin CS issues) but SOMEONE will.

[Rev Roy]

Originally Posted by Atomnimity

I am working with the place I bought the guitar. They are making contact with the Martin rep they have a relationship with. Part of the issue for me is I like this guitar and there are not a ton of them out there. Im hoping the closest certified repair tech can help me out. In waiting mode at the moment for contacts to return calls and see how many options I have.

Good for you! That’s the way to do it...through the dealer then a local certified tech. So the bottom line is we don’t know yet how Martin (and your dealer) are ultimately going to handle this. And yet we’re enduring pages of Martin bashing. Gotta love social media...

[12barBill]

Originally Posted by Atomnimity

I am working with the place I bought the guitar. They are making contact with the Martin rep they have a relationship with. Part of the issue for me is I like this guitar and there are not a ton of them out there. Im hoping the closest certified repair tech can help me out. In waiting mode at the moment for contacts to return calls and see how many options I have.

Originally Posted by Rev Roy

Good for you! That’s the way to do it...through the dealer then a local certified tech. So the bottom line is we don’t know yet how Martin (and your dealer) are ultimately going to handle this. And yet we’re enduring pages of Martin bashing. Gotta love social media...

Yep. Throw a little chum in the water and a feeding frenzy is inevitable...

[TJNies]

Originally Posted by rmp

man what is up with Martin and their total lack of customer support?

This is not the first time I've seen a customer get the ice shoulder from them. Seems pretty ridiculous.

I currently do not own a martin, and based on posts like this, I probably never will.

I wish you luck in resolving.

Hardly a lack of customer support from Martin; they were just honest that they have a long waitlist for repairs.

Sounds like you are justifying your prejudiced views.

[darylcrisp]

let a certified Martin repairman look it over, the frets are no big deal, I see it a lot with all of the popular brands, a couple of frets need a light level/dress, I do this almost weekly on new instruments(Gibson, Taylor, Collings, Martin, even some high dollar hand builts). I doubt they all leave the factory/shop like that, but many stresses cause a slight move here or there during shipment and transport, and wood adjusting to many different climates.

the rattle could be something simple, let the man or woman with the Martin paper shingle give it a complete look over. a brace is possible, but so are many other things, simple things, simple fixes.

sounds like you dig this particular instrument, so for me,i would prefer to see what the outcome is before a different another one is sent in replacement-one never knows if the replacement will sound/feel right.

keep us posted
d

[GHS]

Your tech guy "thinks" its a loose brace or knows? Did you try pressing around inside to see if you can spot the problem for sure?

[GHS]

Originally Posted by TJNies

Hardly a lack of customer support from Martin; they were just honest that they have a long waitlist for repairs.

Sounds like you are justifying your prejudiced views.

I've been thru the Martin tour twice and yes...they do have a room full of guitars sent in for repair. My buddy sent his old D-28 in for a refret and have the finish and fretboard cleaned up and when it came back ( after 5 months) it looked like a brand new guitar...really I was surprised how nice it came out.. LIKE NEW...period..amazing...

[AZLiberty]

Martin is a large Manufacturer. They are set up for Manufacture, not Repair.

They have a small repair staff and the wait is indeed 6 to 8 months.

This is why Martin has authorized service folks all over the country. If you had a problem with a new Mustang you wouldn't ship it off to FoMoCo, you'd drive it to your nearest authorized dealer.

Just take it to a local authorized repair place. The service will be faster, and you can discuss the problem with someone in person rather than remotely.

[Goodallboy]

I guess this is how mail order brides fell out of fashion.

[rmp]

Originally Posted by TJNies

Hardly a lack of customer support from Martin; they were just honest that they have a long waitlist for repairs.

Sounds like you are justifying your prejudiced views.

No, not really, this isn't the first time I've read stories like this. Unless those are all fabrications, my opinion is what it is. you absolutely don't have to agree, but I'll never buy one of their guitars.

[Ozzy the dog]

If I buy a new item I expect to get a new item, not a repaired item. Either exchange for new or money back. Does this not work for guitars?

[Atomnimity]

Originally Posted by Rev Roy

Good for you! That’s the way to do it...through the dealer then a local certified tech. So the bottom line is we don’t know yet how Martin (and your dealer) are ultimately going to handle this. And yet we’re enduring pages of Martin bashing. Gotta love social media...

Originally Posted by Bill Sims

[/B]

Yep. Throw a little chum in the water and a feeding frenzy is inevitable...

It was certainly not my intent to start a Martin bashing thread. Maybe an interest in how others might have dealt with a similar issue. All my conversations with Martin and the retail vendor have been very cordial. This will get resolved at some point, Im just dealing with something of which I have no experience.

[Rev Roy]

Originally Posted by Atomnimity

It was certainly not my intent to start a Martin bashing thread. Maybe an interest in how others might have dealt with a similar issue. All my conversations with Martin and the retail vendor have been very cordial. This will get resolved at some point, Im just dealing with something of which I have no experience.

Not your fault. It’s the nature of the beast...

[JC.]

Originally Posted by Goodallboy

I guess this is how mail order brides fell out of fashion.

Indeed. I ordered one on Black Friday with 25% off. She came without a leg...