Dealer Left Scratches/Swirls - UPDATE

[JBYeager]

This is an update to this thread I posted a few weeks ago: https://forums.prsguitars.com/threads/dealer-left-polish-swirls-what-to-do-how-to-fix.59046/

Short version: I purchased a new Custom 24 Wood Library ($6100) from a reputable dealer in May, the purchase came with a free PLEK service that was scheduled in June. I took the guitar in for the PLEKing but when I got it back the top was covered in these fine scratches/ swirls: :

https://imgur.com/a/57jGaay

. I took it back to the dealer to attempt to have them fixed but after a few days they called me and told me they were unable to remove the scratches.

How should I handle this? I could probably just live with these if the guitar were older or less expensive, but this dealer put a bunch of scratches (that can't be buffed out) on a brand new $6000+ guitar, and I don't think it's reasonable to ask me to accept it. Has anyone else had a similar experience?

 

[DarkskyZ]

What did they offer you to do from there ?
Also would you have paid the guitar if it had those scratches when it was handed to you ? There resides your answer I would say.

Mine would be a big "take it back, give me my money back and I'll shop elsewhere from now on".
That hurts as you probably had time to like the guitar but you don't have to deal with other's errors and flimsy QC on their work. They should have seen it before giving the instrument back to you if they work well and inspect their job with all the seriousness a $6000+ guitar requires. Instead I understand that YOU had to show it to them. Not acceptable to me but maybe I am asking too much. What do you think ?

 

[SinSir]

If you don't think it's reasonable that's all that matters. It's your cash, your purchase, and you have the guitar in hand. Sounds like options are return or refinish. It's on the dealer to make it right. They've already started down the road of accepting a degree of responsibility. Talk to em.

I personally wouldn't plek a new core. In my experience it's unnecessary and not worth the downsides. This just adds to my mental con list. I hope the situation works out for you.

 

[JBYeager]

If you don't think it's reasonable that's all that matters. It's your cash, your purchase, and you have the guitar in hand. Sounds like options are return or refinish. It's on the dealer to make it right. They've already started down the road of accepting a degree of responsibility. Talk to em.

I personally wouldn't plek a new core. In my experience it's unnecessary and not worth the downsides. This just adds to my mental con list. I hope the situation works out for you.

Yeah good to know in hindsight. I'd assumed since this is a high end dealer and the PLEK was free I might as well take them up on it. Lesson learned.

 

[sergiodeblanc]

I’d put on a big belt buckle and a long sleeved dress shirt with cuff links and spend the afternoon trying all their guitars.

 

[RC Mike]

I see three options. A return, a refinish, or a monetary adjustment. You might not be happy with money, the dealer likely won’t want to pay PRS for a refinish, and that leaves a return as being fairest to everyone.

 

[JBYeager]

I see three options. A return, a refinish, or a monetary adjustment. You might not be happy with money, the dealer likely won’t want to pay PRS for a refinish, and that leaves a return as being fairest to everyone.

That's what I'm thinking too... I just sucks. I really liked this one.

 

[SinSir]

That's what I'm thinking too... I just sucks. I really liked this one.

If you like it. Get cash back. That's a whole different scenario. We don't bond with all guitars. The dealer might prefer to give you the cash vs taking the guitar and passing the savings to the next buyer. It's B stock at best by this point. Maybe even straight up used.

 

[JBYeager]

If you like it. Get cash back. That's a whole different scenario. We don't bond with all guitars. The dealer might prefer to give you the cash vs taking the guitar and passing the savings to the next buyer. It's B stock at best by this point. Maybe even straight up used.

What do you think is a reasonable amount to ask for something like this?

 

[JBYeager]

I’d put on a big belt buckle and a long sleeved dress shirt with cuff links and spend the afternoon trying all their guitars.

Believe it or not the employees were pretty nice and the PLEK setup is pretty great. Seems like one guy with a dirty cloth just went to town on the top. We'll see how nice they are when I go in and tell them they've got to make this right though.

 

[László]

What a beautiful guitar, and I'd be upset, too, if I'd just bought it and the dealer screwed up. It also appears that the dealer's employees have no idea what to do about polishing out scratches in a finish, any more than they did about taking proper care of the guitar, including the fact that a new PRS doesn't need a Plek in the first place, since the necks don't twist and the frets are properly leveled, unlike some other maker's guitars.

Those scratches don't appear too deep to polish out, but obviously a photograph doesn't provide the truly necessary information.

Maybe PRS' finishing department would have some suggestions; for example, if the scratches aren't too deep, it's possible that they can be machine-polished out without a refinish. I think it might be worth contacting them if the dealer gives you a hard time about returning it, or if you really love the guitar and want to keep it.

 

[SinSir]

What do you think is a reasonable amount to ask for something like this?

That's honestly a question you have to answer for yourself. You'll get various answers here, but it's you that matters. Also pricing on new guitars isn't allowed on here for me to answer publicly how I'd want to. I know this is a little different but to answer it would include my experience buying new without issues and issues.

 

[SinSir]

Those scratches don't appear too deep to polish out, but obviously a photograph doesn't provide the truly necessary information.

I'd agree. Don't have the guitar in hand but I've removed what appears worse. Maybe it's what I learned from my techs with my car restoration business? Those guys could get stuff out I NEVER would have believed if I hadn't seen with my own eyes.

 

[JBYeager]

I'd agree. Don't have the guitar in hand but I've removed what appears worse. Maybe it's what I learned from my techs with my car restoration business? Those guys could get stuff out I NEVER would have believed if I hadn't seen with my own eyes.

What products/methods did you use to remove scratches like this in the past?

 

[TheCraftsman]

If you like the guitar I’d take compensation for the poor job they’ve done, if it really bothered me it’d be taken back, there’s always another guitar and for that money you should be 100% happy.

 

[SinSir]

What products/methods did you use to remove scratches like this in the past?

I treat guitars like cars when it comes to finishes. Products and all

 

[László]

What products/methods did you use to remove scratches like this in the past?

Remember that all polishes contain abrasives. They work by removing finish. So care is required (and as your guitar proves, it's easy for someone not knowing what they're doing to screw up).

On something like those scratches, there are usually two steps needed; a light rubbing compound to get the surface level, followed up by one or more final polishes.

I'd start with the heavier Virtuoso polish to remove most of it, and follow up with the lighter Virtuoso polish. These are made for guitar finishes and are nitro-safe. Both are the finest polishes made for guitars I've tried.

I've had great luck with these, but Meguiars and more recently, Griot's Garage, make some very good automotive polishes, if that's your preference. I use Griot's on my cars and like the results better than those I got with Meguiars. In any case, there are several good choices.

Re: cloths -- If you rub even a soft cotton T-shirt or diaper on a clear plastic item like a CD case, you'll see swirl marks. But with a good microfiber cloth you won't, because the fibers are much smaller, hence the name.

I use the fluffier blue Griot's Garage microfiber cloths without issues - they're very soft, fluffy, and the ones without sewn edges won't scratch the finish. If you try polishing it out yourself, use light, fast strokes and not heavy ones to break down the polishes as you rub (or use a polishing machine). The idea here is to use light pressure and not create new scratches. Let the polish break down and do the work instead of lots of elbow grease.

Whatever cloth you decided to use, get good microfiber. The cheap stuff isn't much better than cotton, and that's why I like the Griot's stuff.

As a final touch I like the PRS Cleaner; it's non-abrasive, leaves a nice shine, and that's what they use at the factory before shipping.

 

[HANGAR18]

Side note: I wouldn't buy a brand new PRS guitar form a PRS dealer who thinks a brand new PRS guitar needs a PLEK service.

 

[JBYeager]

Side note: I wouldn't buy a brand new PRS guitar form a PRS dealer who things a brand new PRS guitar needs a PLEK service.

They do it for free if the guitar is over a certain amount, and I thought “why not?” - Lesson learned. Although I will say I noticed a minor improvement in playability, but really they just used the PLEK to help them set it up, not do any fretwork.

 

[Mike Duncan]

I had well-known luthier do some work years ago on a Telecaster. He dinged it, flaked off finish, and scratched it. I wasn't happy...and was too beaten down to fight over it. Still makes me sorta mad.