NEW but damaged Gibson 335

[Nelson89]

Hi TGPers, long time since my last post. Basically I've got a mate who just spent a pretty penny on a Gibson Memphis 1963 50th Anniversary ES-335 from an Authorised Gibson retailer and noticed when taking it out of the case at home that there was a gash on the back of the guitar, about the size of a pinky finger nail. It only seems to have taken out the finish with a minor scratch on the wood itself, doesn't affect the sound of the guitar at all, however the wood in that area is now exposed to the elements. He rang the store and they offered to completely reglaze the back for him for free, but he feels like he's been ripped off since he paid the full advertised price (4.8k AUD) for a new guitar and whether they fix the back or not, he'll still know that it's no longer pristine from the Gibson factory.

What would you guys do in this situation? He's pretty bummed out because this was his first high end guitar purchase.

 

[eigentone]

The offer to overspray is rather unusual AFAIK. I wouldn't go that route.

If he can live with it, he should ask for a partial refund. Decide on an acceptable refund amount before making the refund request and accept the partial refund it if the amount meets his expectations. Otherwise, return it.

If he just can't live with it, then return it.

 

[Lamby]

I'd return it. I don't see how damage like that could occur during transit. Headstock breaks, etc yes, but a chunk out of the back of the guitar? They probably knew about it when they sold it.

 

[Jayyj]

I'd be nervous about any suggestion to refinish the whole back - sounds like a recipe for disaster both in terms of how it looks and perceived value should he ever want to sell it.

The more normal solution to this would be to drop fill the scratch with nitrocellulose. It probably won't look perfect but done well it should look a lot better than it did before. Whether he wants to accept that on a new guitar, or whether he trusts the dealer to do it is down to him.

If giving the store the opportunity to fix it I would make clear he expects right of refusal if they do the repair and it doesn't come out well.

 

[Digidog]

I voted partial refund, but I could have chosen full refund as well.

A chipping on the back that takes off lacquer and scratches the wood is to me likely to come from handling the guitar when unpacked. To me that would mean that the denting either happened at the factory or at the store. That also leads to my conclusion that they should have seen the damage in the store and/or that they knew about it and sold the guitar without notifying the buyer of it.

In all, as it seems to me, it is either bad representation of the guitar or bad quality control and product inspection from the store.

 

[cap10kirk]

The store offering to completely respray the back of the guitar is ridiculous imo. Sounds like they don't know how to repair it (repairing a small spot like that isn't hard to do), in which case I wouldn't trust them to respray the whole thing.
I'd get a partial refund. Having a small exposed spot won't hurt anything. If they aren't willing to do a partial refund, return it and get a full refund, and don't deal with that store again.

 

[Tidewater Custom Shop]

I've purchased guitars from vendors that arrived with an undeclared ef up. When I notified the vendor - in each of two cases - they were very cordial and offered solutions. Not once did they tell me to go jump in the lake.

HOWEVER, not one of the solutions offered included to take it back for a full refund. Granted, both were used, but the ef ups were significant IMO (again, undisclosed), and included a full length crack (pro-repaired) in the top soundboard from the center of the bridge to the rear strap button (seam separation); and swapped contemporary electronics in a vintage hollowbody guitar.

I SOMETIMES WONDER, HOWEVER, if these guys actually do know about the defects and send them out the door anyway undisclosed. The hope being the new owner won't recognize the anomaly and accept it as good. Or if they do notice, the new owner would be too embarrassed or uncomfortable to confront. Or, if the new owner does confront, the vendor will offer a simple, no hassle solution that benefits them, before offering a full refund. I chose the last route; I confronted and was provided an agreeable partial refund. In my case, I was happy... but still felt taken advantage of.

 

[665]

So this guitar has sat in the shop 3 possibly close to 4 years? Does "full advertised price" mean retail price? It sounds like your friend may have paid full retail for a guitar with three years of shop wear on it. I would return it not so much because of the scratch but because of overpaying - or take a credit and be done with it if I really liked the guitar.

If you do keep it, leave the scratch alone. Being "exposed to the elements" is not an issue other than maybe you don't like the way it looks. Don't have the dealer respray the entire back, this will make it appear as if there was a much more serious problem and hurt resale on down the road. Scratches are no big deal on a used guitar (which it now is, no matter how you look at it)..... or should i say, outside of TGP, scratches on a used guitar are not a big deal.

 

[Bossanova]

Full refund, no question.

 

[Bob Arbogast]

How does the guitar feel, play, and sound? If it's a keeper in those regards, then a partial refund is probably the best route to take. IMHO.

 

[Faded]

He bought a new guitar with the intention of receiving a new guitar. Nothing has changed about his plan and he should receive a new guitar. The plan shouldnt change just because the dealer sent a damaged instrument.

 

[Tim Plains]

Full price on a three/four year old guitar? Jeez...

Was this an on-line purchase? If so, he should have requested new pictures before buying. If it was in person, well...open your eyes and look at what you're about to buy. I would request $1,800 AUD back, no less, or demand a full refund but this is really your friend's own doing.

 

[Bertiman]

He should get a full refund. Some cash back isn't going to ease your friends "bumbdness" nor will covering the damage with some overspray. Expectations are really high for your first "good" guitar. This guitar will only lead to disappointment and that is assuming that there isn't more wrong with the guitar that he has not yet discovered.

 

[Pointy Headstock]

The offer to overspray is rather unusual AFAIK. I wouldn't go that route.

+1 If the dealer isn't Gibson authorized, any finish work the dealer does/has done do will likely give Gibson reason to deny any further warranty claims on the guitar. I'd drag Gibson's customer service into the mix and to get their opinion on repair, replace, or return.

 

[eigentone]

+1 If the dealer isn't Gibson authorized, any finish work the dealer does/has done do will likely give Gibson reason to deny any further warranty claims on the guitar. I'd drag Gibson's customer service into the mix and to get their opinion on repair, replace, or return.

That's a route I'd consider if the discount were unacceptable. I didn't suggest because the OP is in Oz and I don't know how different retail and distribution works. Probably the same and there is contact info on Gibson's site to reach the regional rep/distributor.

 

[Stev0Griffin]

Hi TGPers, long time since my last post. Basically I've got a mate who just spent a pretty penny on a Gibson Memphis 1963 50th Anniversary ES-335 from an Authorised Gibson retailer and noticed when taking it out of the case at home that there was a gash on the back of the guitar, about the size of a pinky finger nail. It only seems to have taken out the finish with a minor scratch on the wood itself, doesn't affect the sound of the guitar at all, however the wood in that area is now exposed to the elements. He rang the store and they offered to completely reglaze the back for him for free, but he feels like he's been ripped off since he paid the full advertised price (4.8k AUD) for a new guitar and whether they fix the back or not, he'll still know that it's no longer pristine from the Gibson factory.

What would you guys do in this situation? He's pretty bummed out because this was his first high end guitar purchase.

How does he like the guitar other than condition? Does it "do it" for him? If so, I'd ask a partial refund.

If not, full refund. Stay away from the "aftermarket" respray offer.

 

[Otter359]

To me it depends on how much he likes the feel and sound as well.

I voted full refund, because I'd be angry. If it was otherwise an amazing guitar, I'd be hard pressed to let it go.

As far as resale value goes(and don't anybody give me any grief for bringing this up. This is TGP we all think about resale value!), a refinish won't help. A partial refund ought to make up any loss in value plus reparation for the damaged relationship, his time, etc.

If he's bargain hunting (which it sounds like he's not) a partial refund could be the way to go.

 

[member 124523]

3.5k USD? No way is that acceptable. They should take the guitar back and give your buddy 20% off any guitar he wants.

 

[Herb Utsmelz]

Is this guitar even new or unsold? 2013 is getting pretty old for NOS, especially on a somewhat limited model like that 50th Anniversary.

 

[snakestretcher]

Full refund, no question.

Yes; if an item is sold as new it should be 'as new'. True story; I bought a SCGC Tony Rice dread online. It arrived with green frets, a bowed neck, damage around the headstock where it had been on and off a guitar hanger multiple times, and deep gouges on the pickguard. That was also 'new'. Got a full refund and that shop is now out of business. Karma?