tonac
New Member
Hello all,
I had no one to turn to after experiencing horrible customer service from PRS.
A liitle background about me. I own 2 Core Customs, one 24 Piezo and the other 24 Floyd.
Last week something unfortunate happened while changing strings, conditioning fretboard etc. I wanted to remove the tremolo to clean the cavity behind it and while doing it, 1 tremolo spring broke, and a piece of it stayed stuck in it (see photo). I can't remove it with the plyers, so I have contacted PRS Tech Center for advice. Please see below the conversation (Atrocious):
May 21, 2024, 23:18 EDT
Hello good PRS folks,
1 Tremolo spring broke on my Custom 24 when I removed strings to condition fretboard and piece was left inside the tremolo block; How I can remove it and replace the spring? The piece is so small (see photo) that I can not pick it with tweezers or long nose plyers. I do not know what to do.
Any advice would be highly appreciated.
Thank you,
Hello Sxxxx,
Thank you for reaching out to PRS Guitars. Unfortunately, there is not much you can do but repalce the tremolo bridge. You can send the guitar into the PRS Tech Center to have the tremolo replaced. This is a non-warranty issue, the cost for the service is $550 plus $120 for shipping. Please let me know if you would like to ship the guitar to PRS. Please note, the Gen 3 tremolo bridge is not for offer outside of the PTC.
Kind regards,
Bxxxxx
Customer Service
PRS Guitars
410-643-9970
Hello Bxxxxx,
Thank you for replying back.
Couple of things:
1. I am based in Canada, so it would be inconvenient and way too expensive for me to send the guitar to you.
2. My guitar is Custom 24 Piezo
3. Why can't you send me the brass tremolo block only, and I could have my local PRS dealer install it? All the other respected guitar manufacturers have no issues with doing this.
4. Maybe the metal from the tremolo spring was defective, so it gave up early. Who knows.
Could you please talk to one of your experienced colleagues at the shop and ask for their opinion on the possible ways to help me resolve this? Maybe the spring in my current tremolo block could somehow be drilled out or something. I need more solutions than what you have suggested.
I have paid 4k for this guitar, and I am hoping that the PRS as the manufacturer would stand behind their product, even if it was bought used from a PRS dealer.
Thank you,
Sxxxxx
Hello Sxxxx,
I understand this is disappointing and may not be the answer you were hoping for. This is the best solution to assist you with taking care of the problem.
Kind regards,
Bxxxx
Customer Service
PRS Guitars
410-643-9970
What the Heck!!!!
I would really appreciate some help here. I just can't believe that the company I have had so much respect for would drop the ball.
All the possible solutions are welcomed
Thanks to all,
Tonac
Tremolo Cavity Block
I had no one to turn to after experiencing horrible customer service from PRS.
A liitle background about me. I own 2 Core Customs, one 24 Piezo and the other 24 Floyd.
Last week something unfortunate happened while changing strings, conditioning fretboard etc. I wanted to remove the tremolo to clean the cavity behind it and while doing it, 1 tremolo spring broke, and a piece of it stayed stuck in it (see photo). I can't remove it with the plyers, so I have contacted PRS Tech Center for advice. Please see below the conversation (Atrocious):
May 21, 2024, 23:18 EDT
Hello good PRS folks,
1 Tremolo spring broke on my Custom 24 when I removed strings to condition fretboard and piece was left inside the tremolo block; How I can remove it and replace the spring? The piece is so small (see photo) that I can not pick it with tweezers or long nose plyers. I do not know what to do.
Any advice would be highly appreciated.
Thank you,
Hello Sxxxx,
Thank you for reaching out to PRS Guitars. Unfortunately, there is not much you can do but repalce the tremolo bridge. You can send the guitar into the PRS Tech Center to have the tremolo replaced. This is a non-warranty issue, the cost for the service is $550 plus $120 for shipping. Please let me know if you would like to ship the guitar to PRS. Please note, the Gen 3 tremolo bridge is not for offer outside of the PTC.
Kind regards,
Bxxxxx
Customer Service
PRS Guitars
410-643-9970
Hello Bxxxxx,
Thank you for replying back.
Couple of things:
1. I am based in Canada, so it would be inconvenient and way too expensive for me to send the guitar to you.
2. My guitar is Custom 24 Piezo
3. Why can't you send me the brass tremolo block only, and I could have my local PRS dealer install it? All the other respected guitar manufacturers have no issues with doing this.
4. Maybe the metal from the tremolo spring was defective, so it gave up early. Who knows.
Could you please talk to one of your experienced colleagues at the shop and ask for their opinion on the possible ways to help me resolve this? Maybe the spring in my current tremolo block could somehow be drilled out or something. I need more solutions than what you have suggested.
I have paid 4k for this guitar, and I am hoping that the PRS as the manufacturer would stand behind their product, even if it was bought used from a PRS dealer.
Thank you,
Sxxxxx
Hello Sxxxx,
I understand this is disappointing and may not be the answer you were hoping for. This is the best solution to assist you with taking care of the problem.
Kind regards,
Bxxxx
Customer Service
PRS Guitars
410-643-9970
What the Heck!!!!
I would really appreciate some help here. I just can't believe that the company I have had so much respect for would drop the ball.
All the possible solutions are welcomed
Thanks to all,
Tonac
Tremolo Cavity Block