PRS QC Issues

[Klale0819]

I am totally disappointed with my new 594 purchase. The guitar sounds amazing and I thought it looked amazing until the euphoria wore off and I started to really look at the guitar. I soon discovered my first PRS core guitar purchase would be a disappointing one.

Pictures are at the Link below (Sorry- couldn't figure out how to add pics)

http://imgbox.com/g/Q5FQ6l0IK7

The edge of the guitar is rough visibly and to the touch. I know it's cosmetic but due to the amount of money spent and the touted PRS reputation as top quality, this bugs the mess out of me and my brain won't let it go.

• The edge on the lower horn (treble side) to the controls, was not sanded well and or the operator who did the sanding did not adequately remove the dust prior to painting (pics 1 -4).
• This is why buffing and polishing did not result in the nice smooth polished edge like the upper horn (Top part of the guitar - like in Pic 5).

At least that my take on it.

I am currently working with Sweetwater and PRS to resolve this disappointment.
How does PRS usually resolve issues like this???

 

[Ovibos]

I am totally disappointed with my new 594 purchase. The guitar sounds amazing and I thought it looked amazing until the euphoria wore off and I started to really look at the guitar. I soon discovered my first PRS core guitar purchase would be a disappointing one.

Pictures are at the Link below (Sorry- couldn't figure out how to add pics)

http://imgbox.com/g/Q5FQ6l0IK7

The edge of the guitar is rough visibly and to the touch. I know it's cosmetic but due to the amount of money spent and the touted PRS reputation as top quality, this bugs the mess out of me and my brain won't let it go.

• The edge on the lower horn (treble side) to the controls, was not sanded well and or the operator who did the sanding did not adequately remove the dust prior to painting (pics 1 -4).
• This is why buffing and polishing did not result in the nice smooth polished edge like the upper horn (Top part of the guitar - like in Pic 5).

At least that my take on it.

I am currently working with Sweetwater and PRS to resolve this disappointment.
How does PRS usually resolve issues like this???

The way that you're doing it. Good luck!

 

[CyFan4036]

I am totally disappointed with my new 594 purchase. The guitar sounds amazing and I thought it looked amazing until the euphoria wore off and I started to really look at the guitar. I soon discovered my first PRS core guitar purchase would be a disappointing one.

Pictures are at the Link below (Sorry- couldn't figure out how to add pics)

http://imgbox.com/g/Q5FQ6l0IK7

The edge of the guitar is rough visibly and to the touch. I know it's cosmetic but due to the amount of money spent and the touted PRS reputation as top quality, this bugs the mess out of me and my brain won't let it go.

• The edge on the lower horn (treble side) to the controls, was not sanded well and or the operator who did the sanding did not adequately remove the dust prior to painting (pics 1 -4).
• This is why buffing and polishing did not result in the nice smooth polished edge like the upper horn (Top part of the guitar - like in Pic 5).

At least that my take on it.

I am currently working with Sweetwater and PRS to resolve this disappointment.
How does PRS usually resolve issues like this???

The money you spent demands perfection! From what I’ve read, Paul demands that as well. I bet they take good care of you. Please keep us posted as how they handle this issue will inform my future discretionary spending.

 

[sergiodeblanc]

Oh, that’s gonna get taken care of!

 

[Steve Dombroski]

It will get taken care of. It may take the guitar going back to the factory so they can address it through their PTC, but top notch folks over there. My recommendation, approach this calmly and with patience. I've had some warranty related issues happen over the years with PRS as well. One recently even on a Private Stock! Every single time, they come through and make sure I'm happy. It's also afforded me the ability to build some good relationships with the people over there as well.

 

[Klale0819]

Oh, that’s gonna get taken care of!

I truly hope so.

The guitar I purchased looks like a downgraded Artist package ( Special color, Gaboon Ebony fretboard with birds that are more green than white) due to the top not being a 10 top. So Sweetwater says you can exchange...... and I ask are you going to give me an artist package (the only way to get an Ebony fretboard and the color I have) for the base cost.........the answer to that was I can't authorize that........

 

[Klale0819]

It will get taken care of. It may take the guitar going back to the factory so they can address it through their PTC, but top notch folks over there. My recommendation, approach this calmly and with patience. I've had some warranty related issues happen over the years with PRS as well. One recently even on a Private Stock! Every single time, they come through and make sure I'm happy. It's also afforded me the ability to build some good relationships with the people over there as well.

Whats does PTC Stand for??

 

[Steve Dombroski]

I truly hope so.

The guitar I purchased looks like a downgraded Artist package ( Special color, Gaboon Ebony fretboard with birds that are more green than white) due to the top not being a 10 top. So Sweetwater says you can exchange...... and I ask are you going to give me an artist package (the only way to get an Ebony fretboard and the color I have) for the base cost.........the answer to that was I can't authorize that........

PTC stands for PRS Tech Center. It's the dedicated team at the factory that deals with warranty related issues like this, PRS artist's guitars coming back to have work done, and custom mods. I've used them for MODs, warranty repairs, and general questions. Fantastic team.

I would say you can go three routes.

1) Email PRS customer service. Let them know what's going on and they'll fix it through the PTC team at the factory. This is a win because you get to keep the guitar that you really like and it will be good as new when you get it back. Wait is about 4-6 weeks in my experience.

2) Work with Sweetwater to work out a deal on an artist package for an exchange.

3) Return the guitar and get something else. I personally don't think you need to go this route though.

 

[DickBanks]

I'll say what I ALWAYS say to posts like this:

...The guitar sounds amazing...

What if the next one you get looks flawless, but doesn't play as well?

These are wooden, painted instruments, largely hand-crafted by less-than-perfect human beings. "Perfection" is rare. Great play-ability and tone is the ultimate goal.

On the other hand, if you just can't live with it, by all means, send it back. I would ask them to touch up the offending areas.

My $0.02 anyway....And "PTC" is the PRS Tech Center.

 

[sergiodeblanc]

I truly hope so.

The guitar I purchased looks like a downgraded Artist package ( Special color, Gaboon Ebony fretboard with birds that are more green than white) due to the top not being a 10 top. So Sweetwater says you can exchange...... and I ask are you going to give me an artist package (the only way to get an Ebony fretboard and the color I have) for the base cost.........the answer to that was I can't authorize that........

It’ll suck to be without it for awhile but PRS will fix it.

 

[sergiodeblanc]

"Perfection" is rare..

I don’t know... PRS has been pretty damn close to perfection the last few years, at least before they got pelted with all those Silver Sky orders.

I’m fortunate enough to have made friends with most of the heavy hitters in Chicagoland, and have gotten the chance to lay my grubby mitts on what has to be close to a hundred PRS by now. I’d say about 90% of those have been as perfect of a guitar I’ve ever seen.

Ymmv.

 

[Klale0819]

PTC stands for PRS Tech Center. It's the dedicated team at the factory that deals with warranty related issues like this, PRS artist's guitars coming back to have work done, and custom mods. I've used them for MODs, warranty repairs, and general questions. Fantastic team.

I would say you can go three routes.

1) Email PRS customer service. Let them know what's going on and they'll fix it through the PTC team at the factory. This is a win because you get to keep the guitar that you really like and it will be good as new when you get it back. Wait is about 4-6 weeks in my experience.

2) Work with Sweetwater to work out a deal on an artist package for an exchange.

3) Return the guitar and get something else. I personally don't think you need to go this route though.

Thanks
I'm curious to see how they would fix this.

 

[Steve Dombroski]

Thanks
I'm curioust to see how they would fix this.

I'm no luthier, but I've certainly seen worse. Maybe a bit of wet sanding and buffing, but nothing too crazy. Bottom line is it's absolutely fixable, it's under warranty, and they'll take care of you. Remember though, you're dealing with guitar players and guitar lovers too...so they get it. It's understandable if you're bummed, I get it, believe me. However, PRS Customer Care will get it as well.

 

[bodia]

Like everyone has said, PRS Customer Service is at the top of the heap. They are great folks to deal with. As was mentioned, if you are in love with how this particular guitar sounds, and plays, I would go through the Warranty process. I wouldn't want to take the risk getting one that just doesn't make me tingle. Not that that would be very likely.

 

[Rockmark]

I'm surprised Sweetwater received that from PRS but stranger things happen I guess. You said you like the way it sounds and plays and that is 80% of the battle. I have 2 594's and of course every guitar does have it's own personality and character. These are all going to sound close w the same materials, pups and configuration so the fastest way to be assured of a brand new perfect one is to switch it out w Sweetwater. Of course you have to see another one you like first. I'd tend to go this way unless you're so in love you cant part w it.This way you also avoid a "repaired" guitar if that matters any to you. However PTC will repair it for you. They do great work.

 

[jb_abides]

Also - shame Sweetwater's 55 point inspection process didn't stop this being sent to you.
https://www.sweetwater.com/about/guitars/

Good luck with the fix, I hope you get the resolution you deserve, and then some.

 

[Rockmark]

Also - shame Sweetwater's 55 point inspection process didn't stop this being sent to you.
https://www.sweetwater.com/about/guitars/

Good luck with the fix, I hope you get the resolution you deserve, and then some.

Absolutely. This may be the bargaining chip in discussions w Sweetwater to get that upgrade you'd like w/o upgraded cost. Doesn't hurt to ask and I know they like keeping their great reputation too! Might be worth a shot.

 

[Klale0819]

I'm surprised Sweetwater received that from PRS but stranger things happen I guess. You said you like the way it sounds and plays and that is 80% of the battle. I have 2 594's and of course every guitar does have it's own personality and character. These are all going to sound close w the same materials, pups and configuration so the fastest way to be assured of a brand new perfect one is to switch it out w Sweetwater. Of course you have to see another one you like first. I'd tend to go this way unless you're so in love you cant part w it.This way you also avoid a "repaired" guitar if that matters any to you. However, PTC will repair it for you. They do great work.

Yeah......that's my issue. I didn't pay almost 4k to have a guitar repaired. I keep hearing they do great work but they manufactured the guitar to specific specifications/tolerances.... Now they want to start sanding on the guitar and move to the end of those tolerances....... will that work alter the guitar sound? This situation is making me paranoid and causing me undue dress.

 

[jb_abides]

Absolutely. This may be the bargaining chip in discussions w Sweetwater to get that upgrade you'd like w/o upgraded cost. Doesn't hurt to ask and I know they like keeping their great reputation too! Might be worth a shot.

I have always had great dealings with Sweetwater, so I was wincing a bit when I read about the sales push-back on the exchange, but I imagine they'll be very much involved in working with PRS PTC to make this right.

OP - if you love the guitar's tone and playability, better the PTC route with a wait, then to exchange. My 2 cents.

 

[Klale0819]

Absolutely. This may be the bargaining chip in discussions w Sweetwater to get that upgrade you'd like w/o upgraded cost. Doesn't hurt to ask and I know they like keeping their great reputation too! Might be worth a shot.

True.