sleeplessknight
New Member
- Joined
- Aug 21, 2023
- Messages
- 27
Hey all, first-time forum poster here. I bought a Custom 24 Artist package from a dealer back in April 2019 in Matteo Blue. Boy howdy was I excited when that showed up! Had about 10 months of gigging bliss, and then the world Went To Hell™ in ways that need no further explanation. Fast forward a few years, gigging resumes, good times are had, and my wife mentions offhand "Wait, when did you buy a grey guitar?" Not remembering any $5000+ purchases in the recent past, I did a quick comparison of the 'new' photos vs the 'today' photos, and I'll be danged - my beautiful vibrant Blue Matteo is very much in 'weird blue-grey' territory now. I've got a 5-year warranty, so I emailed PRS Support. I had high hopes because of all the "PRS Support is amazing and forgiving and totally hooked me up" posts both here and elsewhere - there's a YT video about how a second owner got his axe refinished for free just by emailing support!
The official word came back from Support. No further explanation, no "We're really sorry about this" just a copy/paste of their warranty statement vis a vis "This warranty does not cover normal “wear and tear,” including but not limited to any discoloration, fading, finish cracking, or damage to the original finish, worn frets, strings, tuners, hardware, and plating." (emphasis theirs). Guy even included "Thank you for your continued support of PRS Guitars". Thanks Guy, this gives me warm fuzzies about your company for sure
My question for the group - how did I screw up here? Did I just pull the short-straw and got the new guy working the CS desk? Am I stuck getting the guitar refinished by a third party (and if so, I am open to recommendations)? Is there a reasonable, polite, way to appeal this to PRS? I'm definitely soured on buying from them in the future - those Paul's Guitars are right up my alley, but I'll be dipped if I'm going to throw down for a beautiful vibrant blue if they're not going to stand by their finish if it turns grey in < 4 years.
Many thanks for any assistance, tips, or even commiseration, y'all may have
The official word came back from Support. No further explanation, no "We're really sorry about this" just a copy/paste of their warranty statement vis a vis "This warranty does not cover normal “wear and tear,” including but not limited to any discoloration, fading, finish cracking, or damage to the original finish, worn frets, strings, tuners, hardware, and plating." (emphasis theirs). Guy even included "Thank you for your continued support of PRS Guitars". Thanks Guy, this gives me warm fuzzies about your company for sure
My question for the group - how did I screw up here? Did I just pull the short-straw and got the new guy working the CS desk? Am I stuck getting the guitar refinished by a third party (and if so, I am open to recommendations)? Is there a reasonable, polite, way to appeal this to PRS? I'm definitely soured on buying from them in the future - those Paul's Guitars are right up my alley, but I'll be dipped if I'm going to throw down for a beautiful vibrant blue if they're not going to stand by their finish if it turns grey in < 4 years.
Many thanks for any assistance, tips, or even commiseration, y'all may have