Terrible customer service

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Robert0253

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I recently ordered a prs s2 custom 24 in Egyptian gold from Samash. The guitar was not in stock and was sent to Samash then out to me. Due to having received a damaged guitar from them they rushed this guitar and the hard case I ordered out. Never even opened the sealed boxes from prs and the labels from prs were still on the boxes. NOW my complaint is I never got tremolo bar, truss rod wrench, cable, warranty card or anything else with the guitar. NOW been waiting over a week for the stuff which, spending as much as I did, they should have sent the stuff next day air. This company is suppose to have top notch quality control and customer service. Don't see myself ever buying another prs. Absolute bull****. No problems ever with Gibson or Schecter. This is pathetic for an American company.
 
I understand your frustrations. Nobody likes to spend their hard-earned money and not receive what they feel they paid for.

While I sympathize with anyone who has to deal with not getting what they paid for, I still have to say this complaint should strictly be between you and the company you bought the guitar from. Nothing will be achieved through posting your frustrations on this forum, with the exception of venting your dissatisfaction.

With that, I wish you luck in getting your dispute resolved. Sam Ash is usually a great company to work with, so hopefully they can make it up to you somewhere down the road.
 
ElrytNamrogo said:
I understand your frustrations. Nobody likes to spend their hard-earned money and not receive what they feel they paid for.

While I sympathize with anyone who has to deal with not getting what they paid for, I still have to say this complaint should strictly be between you and the company you bought the guitar from. Nothing will be achieved through posting your frustrations on a this forum, with the exception of venting your dissatisfaction.

With that, I wish you luck in getting your dispute resolved.
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Concur. I mean, yea, it is a bummer that those things were missing. Did the guitar come in the case, or in the gig bag and a separate box for the case? If it came in the case, then there's an opportunity for the mix up since the S2 comes in a gig bag normally. Regardless, you can register on line. No need for the warranty card. The wrench and the trem do bite though. If it plays great, sounds great, and feels great are these minor annoyances really something to write an entire company off for?
 
If you got the case to replace the gig bag then maybe all the case candy is sitting in the gig bag. Not like PRS to miss that, but mistakes do happen.
 
I contacted both Samash and prs directly to get it resolved, and it's notnot getting resolved. I ordered case separate which came in separate box. Guitar came in gig bag with none of the items missing. So to Wedge, it did not take me longer to post on here, been dealing with this for over a week. So I've taken it up with all parties involved and found their, prs, customer service to suck. Can't really blame Samash as they did not even open the boxes. Yes I have issues with a company that takes this long to make something happen.
 
Accidents happen, stuff is forgotten. But to deal with something this trivial with a company does not speak highly of the company itself.
 
IKnowALittle said:
I'm far from a PRS is always right kind of guy, but what is it, exactly, that you would like us to do?
Just send the guitar back, be done with it and move on.
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Agree here too. I mean, you're not going to find many here that will have had the same experience. I've several PRS guitars, and the only problem I had was with the Bernie I bought from GC. And my issue was GC claiming it didn't come with a gig bag and I'd have to buy one. Any other time I've dealt directly with PRS Customer Service, whether it be a parts related question/special order, warranty, or the PTC has always been answered promptly, professionally, and courteously. I hold them as a model for others to learn from. Every once-in-a-while there's a bad experience. There's no getting around that. If this is your first PRS, and your first exposure, than I can understand where you're coming from. Sucks.
 
Over 20 years of dealing with PRS and nothing but EXCEPTIONAL service, so... my opinion of this post won't be quite as nice. I played Gibsons for a year before buying my first PRS. Haven't considered buying a Gibson since. The fact that you started trying a week ago (and for all you know they could have shipped it 5 days ago) and you're on here bitching about customer service "sucks" says alot... First of all, everyone here knows they DON'T suck, and are in fact quite the opposite. How about you give some more information, like when you actually talked to PRS CS, and what they said they'd do. Then provide some proof that they didn't do it. Like "I talked to them a week ago and they promised to mail me the stuff that day and they didn't do it." Not, "I didn't get it yet" because we have no idea how long your shipping takes and you haven't bothered to give enough details to tell us that they really haven't done anything yet. See, "it's not here yet and they should have overnighted it" doesn't mean anything. Like I said, they could have shipped it the day you talked to them, and without more info, you post is just whining. Sorry.

Gibson or Schecter ever repair your out of warranty amp for free or do mods and repairs at no cost because you wanted to try them? Didn't think so! So, when someone says PRS Customer Service sucks, they pretty immediately get the "troll" stamp from me. I've even seen other people being complete jerks when dealing with their CS and STILL seen PRS bend over backwards to help them.

I bought an over $3K EBMM JP12BFR guitar and when I opened the case, there was nothing in it but the guitar. No bar, no wrench, no warranty card, no instructions for the electronics, no NOTHING. I emailed Music Man and they sent all the stuff that was supposed to be in there. Mailed it out to me. It took about 10 days. This is the first time it's ever been mentioned to anyone except the rep who answered my email.

If you ask anyone who has dealt with more than a couple of the guitar/gear companies over the years, there are only a few that stand out as better than all the rest. Keeley is one. PRS is definitely one.

For you to buy a new guitar, come to a new forum and start bashing on your first post... yeah, send it back and keep playing Gibsons and Schecters. Don't need Vai-Brat-toe a

(To the other forum members: Hey guys, my first mean post ever! Didn't think I could do it, did you? Sergio will be proud! :D)
 
DreamTheaterRules said:
Over 20 years of dealing with PRS and nothing but EXCEPTIONAL service, so... my opinion of this post won't be quite as nice. I played Gibsons for a year before buying my first PRS. Haven't considered buying a Gibson since. The fact that you started trying a week ago (and for all you know they could have shipped it 5 days ago) and you're on here bitching about customer service "sucks" says alot... First of all, everyone here knows they DON'T suck, and are in fact quite the opposite. How about you give some more information, like when you actually talked to PRS CS, and what they said they'd do. Then provide some proof that they didn't do it. Like "I talked to them a week ago and they promised to mail me the stuff that day and they didn't do it." Not, "I didn't get it yet" because we have no idea how long your shipping takes and you haven't bothered to give enough details to tell us that they really haven't done anything yet. See, "it's not here yet and they should have overnighted it" doesn't mean anything. Like I said, they could have shipped it the day you talked to them, and without more info, you post is just whining. Sorry.

Gibson or Schecter ever repair your out of warranty amp for free or do mods and repairs at no cost because you wanted to try them? Didn't think so! So, when someone says PRS Customer Service sucks, they pretty immediately get the "troll" stamp from me. I've even seen other people being complete jerks when dealing with their CS and STILL seen PRS bend over backwards to help them.

I bought an over $3K EBMM JP12BFR guitar and when I opened the case, there was nothing in it but the guitar. No bar, no wrench, no warranty card, no instructions for the electronics, no NOTHING. I emailed Music Man and they sent all the stuff that was supposed to be in there. Mailed it out to me. It took about 10 days. This is the first time it's ever been mentioned to anyone except the rep who answered my email.

If you ask anyone who has dealt with more than a couple of the guitar/gear companies over the years, there are only a few that stand out as better than all the rest. Keeley is one. PRS is definitely one.

For you to buy a new guitar, come to a new forum and start bashing on your first post... yeah, send it back and keep playing Gibsons and Schecters. Don't need Vai-Brat-toe a

(To the other forum members: Hey guys, my first mean post ever! Didn't think I could do it, did you? Sergio will be proud! :D)
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Well said my friend, well said.
 
It's been only a week and you're that frustrated about a trem arm and a ten cent tool? And Sam Ash can't simply take one off another identical guitar?

Geez. I won't say it's crybaby stuff to post this here, though it violates forum rules, but the dealer is supposed to handle this kind of thing. This isn't the place for it.

Here's the forum rule:

"If you have a customer service issue or concern with your PRS product, please contact customer service at [email protected], or 410-643-9970. Customer service and support issues will only be addressed via email or phone and not on the PRS Forum."

Of course, Sam Ash is just a box store, not a very good dealer.

Truth is, for 99.9% of the folks who deal with PRS, the customer service is second to none. I can attest to that myself.

BTW, PRS guitars don't come with cables.

Send the guitar back, and then you can be done with us, and we can be done with you.
 
Last edited:
BTW, PRS guitars don't come with cables.
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I agree with everything Les said and never question his PRS knowledge. Except this. :D At least one of my SEs came with a cable:

 
Robert's brother is honked off now. He ordered a prs cable two years ago and it hasn't showed up yet. Prs cables must suck.
 
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