Abysmal customer service :(

László said:
Oh, one starts out a prince or a king, all right. That's before the wedding. That's when she was wooing you.

Once you are in the harem, things are different!

Gradually you're reduced from king or prince to the status of knight, running missions on behalf of the queen. At times you're the rook, the chancellor of the exchequer.

Then, before you know it, you're a pawn, at the mercy of the queen and the little princelings and princesses. You still think you matter. It's an illusion.

You're no longer nobility, my friend.

You're a spent force, an empty suit of armor. It's sad. You, with all of your former glory and strength are that, 'he used to be really something' guy.

You're now fit only to be the dean of the latrine, a mere janitor. You take orders, you don't give them.

You don't remember your days as a swashbuckling conqueror of the world. No, those days are in the mists of the distant past. Your armor? Forget it. You've traded it for hospital gowns, pal.

You leave the ex-castle only to visit doctors, and those visits happen more and more regularly, with more and more specialists, until at some point your occupation is Professional Patient.

One day they simply put you away, and you don't even know where you are, and if the adult diapers aren't comfy, you don't really notice.

Finally, you just freaking drop dead and that's the end of it.

They stick you in the ground.

The death notice says, "Survived by his wife."
Click to expand...
You should start smoking pot.
 
Wow.....I'm sorry but that guy should be fired, and the guy who hired him. The fact a person like that, with that kind of service, is in a position to represent a company as loved and appreciated by its customers as PRS, is honestly a bit pathetic. No doubt in all our minds that should've been handled significantly better for you. I also appreciate the fact that you communicated and addressed the issue the entire time with respect, and even politely suggested possible solutions to the problem. This bonehead clearly doesn't know the first thing about proper customer service, and I'd bet almost anything this is a younger guy with a bit of complex about his position and/or authority (even if it is minor) in decision making for these issues. He didn't even ATTEMPT to be helpful. And as you eluded to, this isn't a Fender Squire we are talking about here (I only use that reference because it was my first guitar, no offense to Squire fans 😉). You paid thousands of dollars for that axe, and his only solution is to spend hundreds more for parts you obviously don't need. Man, I really hope this is not a reflection of what's going on behind the scenes in that company. If you haven't already, you should contact a supervisor there above him, and send them that conversation as a respectful yet confused customer. We all like to think of PRS as being better than that.
 
Boz said:
Wow.....I'm sorry but that guy should be fired, and the guy who hired him. The fact a person like that, with that kind of service, is in a position to represent a company as loved and appreciated by its customers as PRS, is honestly a bit pathetic. No doubt in all our minds that should've been handled significantly better for you. I also appreciate the fact that you communicated and addressed the issue the entire time with respect, and even politely suggested possible solutions to the problem. This bonehead clearly doesn't know the first thing about proper customer service, and I'd bet almost anything this is a younger guy with a bit of complex about his position and/or authority (even if it is minor) in decision making for these issues. He didn't even ATTEMPT to be helpful. And as you eluded to, this isn't a Fender Squire we are talking about here (I only use that reference because it was my first guitar, no offense to Squire fans 😉). You paid thousands of dollars for that axe, and his only solution is to spend hundreds more for parts you obviously don't need. Man, I really hope this is not a reflection of what's going on behind the scenes in that company. If you haven't already, you should contact a supervisor there above him, and send them that conversation as a respectful yet confused customer. We all like to think of PRS as being better than that.
Click to expand...
lol what? Why should he be fired? Like I understand that OPs situation sucks... But the guy replying is just probably doing what he's told, following procedure. What do you want him to do? Pay for the repair from his own pocket?? 🤣🤣
 
VStratto Music said:
lol what? Why should he be fired? Like I understand that OPs situation sucks... But the guy replying is just probably doing what he's told, following procedure. What do you want him to do? Pay for the repair from his own pocket?? 🤣🤣
Click to expand...
I want to speak to your manager. The manager that hired him should be fired too! Such power tripping egommanics..They must be stopped!!! :D
 
I think I’m now not able to separate the sarcasm from what people think here, it’s a completely valid response, ok at a support level his manager should give coaching on communication but to be fair, I hate all that “we hear you, I appreciate the pain and trouble this causes “ customer service BS. An out of warranty piece was damaged by a purposeful action taken by the owner, that’s the long and short of it, PRS rightly offered service at the cost of parts and labour, yes it’s not cheap but it’s done right. It’s a ball ache and a sad thing that happened but the easiest way is change the spring setup, if you don’t want to do that buy a PRS or MannMade (highly recommended) bridge and replace it all, or go the PTC route.
 
As an example when I was replacing the stock trem in my SE with Mannmade and snapped off a mounting screw head I didn’t contact them to say I think they need to replace my guitar, service it to remove said snapped screw or send me more brass screws because I messed up, that’s on me..
 
I honestly think the explanation given by John Mann should be enough to explain PRS Customer Service. If they get them from Gotoh as a single unit, why would they take a loss on seperating them. If MannMade doesn't make the Gen III blocks, the FU Tone is; https://www.fu-tone.com/product/fu-tone-brass-block-for-prs-usa/ 60 bucks
 
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So many options, I mean sure come here to vent about but take responsibility for it.
My heart sank when I snapped that nut and couldn’t get it out (👀) but patience and anger at myself let me rescue it and thankful to John for providing 7 mounting screws instead of 6! I came to complain about me and my experience with it but nothing more
 
Tempory fix is use the available hole , then get a block from John Mann , its easy to replace the block , screws in from the top , Funny they didn't offer to sell you a replacement block
 
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