Soo..I finally purchased my first Suhr guitar about a month ago. A beautiful Classic T in Iced Blue Metallic. Upon receiving the guitar, I noticed some open string buzzing only on the low E string. I figured “no big deal”, as I routinely perform my own setups and have all the necessary measuring tools and such. A week later, I start my setup and realize I cannot get this buzz out unless I put quite a bit of relief in the neck and raise the action up beyond what I feel is reasonable for a guitar of this caliber. My frustration mounts and I reach out to the store at which I bought it (online purchase from a reputable store and top Suhr dealer). Mind you, I’ve had the guitar for only a couple weeks or so and they instead refer me directly to Suhr customer service. I wind up having to ship the guitar back to Suhr which took almost a week (I’m on the east coast, they are west coast). Turns out there is a fret level issue, so it’s now been referred to a different team. Not sure how long that will take, so hear I sit, spending $3,000 on a new guitar that I’m not sure how it made it through quality control plus a store inspection. Very frustrating to say the least. What would you do if this was you??
******UPDATE***** 11/19
I just got off the phone with Don from Suhr (who was awesome by the way). John and several others did an inspection of the guitar and below is a snippet of the email I was sent.
“Sorry for the hassle surrounding the guitar. John has evaluated the frets and confirmed that some of the upper frets under the bass strings were slightly out of level. We don't think the guitar was like this when it left the factory, so the fingerboard has likely moved a tiny bit after shipping. We have a lot of experience with wood and our necks spend time acclimating prior to fretting, but now and again mother nature throws us a surprise. It's just the nature of organic materials. It's been several months since the guitar was completed, so we are confident that it's not going to continue moving. The work will be covered under warranty”.
The email also stated that John is going to personally refret and put a new nut on the guitar. He also is going to flatten the radius and make it 10-14 compound to accommodate my preferred action settings. It’s hard to ask for a better solution to this unfortunate experience, but that being said, the above clearly supports the customer service level which many have raved about and even defended in this thread. Never did I think or even consider when I started this thread that it would make it all the way to the top Suhr guitars. I simply was sharing a disappointing and frustrating experience in receiving a brand new high end guitar that I couldn’t enjoy out of the case. The end result is that I should get the guitar back some time next week, as John plans to work on it Monday.
******UPDATE***** 11/19
I just got off the phone with Don from Suhr (who was awesome by the way). John and several others did an inspection of the guitar and below is a snippet of the email I was sent.
“Sorry for the hassle surrounding the guitar. John has evaluated the frets and confirmed that some of the upper frets under the bass strings were slightly out of level. We don't think the guitar was like this when it left the factory, so the fingerboard has likely moved a tiny bit after shipping. We have a lot of experience with wood and our necks spend time acclimating prior to fretting, but now and again mother nature throws us a surprise. It's just the nature of organic materials. It's been several months since the guitar was completed, so we are confident that it's not going to continue moving. The work will be covered under warranty”.
The email also stated that John is going to personally refret and put a new nut on the guitar. He also is going to flatten the radius and make it 10-14 compound to accommodate my preferred action settings. It’s hard to ask for a better solution to this unfortunate experience, but that being said, the above clearly supports the customer service level which many have raved about and even defended in this thread. Never did I think or even consider when I started this thread that it would make it all the way to the top Suhr guitars. I simply was sharing a disappointing and frustrating experience in receiving a brand new high end guitar that I couldn’t enjoy out of the case. The end result is that I should get the guitar back some time next week, as John plans to work on it Monday.
Last edited:
are the rest of the specs on the standard side or is there anything unique to most Suhr’s ?
