Utter disappointment with PRS...

[Tim S]

Why should I have re-order a new guitar and go back to the end of the line and wait another who knows how long, when I was the one who received a bad product? As a new or (now past) customer, this left a really sour taste in my mouth and it will be very difficult to spend that kind of money with them again.

What would satisfy you?

• You can get your money back and walk away
• You can order a replacement and wait your turn

If you expect to jump to the head of the line and inconvenience every other customer, that doesn't seem fair to them, does it? Would you like to be in their position and have your build held up due to a problem unrelated to your order?

If you were in PRS' shoes what would you do to solve this problem with minimal impact to their customers?

 

[bodia]

Was there something special about this one, in particular? There are tons of 594s out there to look at.

 

[Paz]

What would satisfy you?

• You can get your money back and walk away
• You can order a replacement and wait your turn

If you expect to jump to the head of the line and inconvenience every other customer, that doesn't seem fair to them, does it? Would you like to be in their position and have your build held up due to a problem unrelated to your order?

If you were in PRS' shoes what would you do to solve this problem with minimal impact to their customers?

Sorry I disagree with this, he’s already waited a year for the guitar, it’s PRS’ fault so they should do all they can to remedy the situation. If this means other people have to wait longer, so be it!

 

[Tim S]

Sorry I disagree with this, he’s already waited a year for the guitar, it’s PRS’ fault so they should do all they can to remedy the situation. If this means other people have to wait longer, so be it!

Agree to disagree, but simply because this is a cosmetic/eye-of-the-beholder issue -- functionally, there's no problem. (Obviously I have zero affiliation with PRS other than being a fellow customer)

But to Bodia's point, there's a ton of guitars out there that you can see and touch today. A bird in the hand is worth 2 in a future bush.

 

[MichaelC24]

Totally understand the frustration. The top is beautiful aside from that one area, it does stick out like a sore thumb... there have been many tops that have “inconsistencies” like that, but they are bookmatched so it looks more uniform throughout the 2 piece top. Wood is so subjective, but I think anyone would be at least a little bummed if they waited that long, spent that kind of money and opened that case. It’s the fact that it’s just on one half of the top, I cannot see how that can be a 10 top. It has to be more uniform, bottom line. To someone who doesn’t understand wood finishing, It looks like that one are was stained a darker color. It’s unfortunate that at the moment your not pleased with your experience, I would feel the same way to an extent....
I would return It, and find something in stock from the hundreds of dealers around the country. There’s a ton of examples on the new & used market right now, and you can pick the one you bond with aesthetically. Hope it works out for you, don’t give up on PRS. These guitars are incredibly reliable workhorses, and it would be a shame for you to miss out on that because of this....

 

[Victek]

Agree to disagree, but simply because this is a cosmetic/eye-of-the-beholder issue -- functionally, there's no problem. (Obviously I have zero affiliation with PRS other than being a fellow customer)

"eye of the beholder" issue? Based on those pictures I think that guitar looks really bad. Would you pay 6K for that guitar? Does PRS really have no other option but to make other customers wait longer in order to do right by this customer? I find that hard to believe.

 

[Dead&Co]

Man, sorry to hear about this. Hope it gets sorted out in the end!

 

[Victek]

Thanks for the good wishes, but they aren't doing anything about it.

Have you tried finding someone else to talk to? There has to be someone with more authority who can make it right instead of saying you have to go back to the end of the line.

 

[Emine]

Sorry I disagree with this, he’s already waited a year for the guitar, it’s PRS’ fault so they should do all they can to remedy the situation. If this means other people have to wait longer, so be it!

This exactly. Imagine making a reservation at a fine diner weeks in advance. You finally get there and order a nice steak. Steak comes out with a bite taken already, you express your concern to the server and they tell you "That steak would actually be AAA grade if it weren't for that bite already taken but we downgraded it because of it, if you're not happy with it, you can make another reservation and come back when it's your turn again if you want a new one." - not the best analogy, but you get my point.

Was there something special about this one, in particular? There are tons of 594s out there to look at.

Unfortunately, I live in an area where we don't have huge music stores (at least ones that carry high end guitars), there are very few that carry many of the core models. I ordered this from one of the larger dealers in the area, and they have a total of about 4 - 5 core PRS models in stock, only 2 of of them were 594's and not in the colors I liked.

 

[Tim S]

This exactly. Imagine making a reservation at a fine diner weeks in advance. You finally get there and order a nice steak. Steak comes out with a bite taken already, you express your concern to the server and they tell you "That steak would actually be AAA grade if it weren't for that bite already taken but we downgraded it because of it, if you're not happy with it, you can make another reservation and come back when it's your turn again if you want a new one." - not the best analogy, but you get my point.

I guess I look at it differently. To me, this situation is like someone commissioning a painting. If you, as the customer, don't like the outcome, then you shouldn't have to pay for it (depending on the contract, of course). If you want it redone, it takes the same amount of time to create a new one -- you don't get someone else's painting diverted to you because you were unhappy with the first one.

I'm really sorry for you -- it's got to be crushing. I'd be furious. But I wouldn't seek a solution that impacts innocent customers. Maybe they could offer you a completed guitar (that no one has been waiting for) at a discount for your time & frustration? The downside is it may not be the exact same as the one your spec'ed.

 

[toothace]

it’s PRS’ fault

I don't see how they are at fault. It's a beautiful guitar. There are similar streaks in front of the control knobs, obviously not to the degree of the main streak. This isn't the first time we've seen this in a PRSi. Wood looks different rough cut it out with the shortcuts vs sanded vs finished vs clear coated. Beauty is in the eye of the beholder. I'm sorry the OP doesn't like the guitar. Keep it and be happy with it. Return it and find another guitar. Return it and wait in line for another one. They bang out about 7000 guitars a month...this can't be "the only one" for you.

 

[Mozzi]

I still don't understand why a 'regular' guitar with a so-called 10top would take so long to replace. I see a lot of 10tops in the shops - especially in this colour (or close to it). Even without that 'mark', I cannot see why this would be classified as anything more than a 'regular' core model.

I don't understand why this is such a problem. More of how this has gone through PRS QC, why its taken a year for you to get the guitar, why your retailer cannot do something - either offer to swap it for any similar model in stock or get in touch with their PRS rep to try and find a suitable replacement or why you even left the retailer with this?

I can find similar guitars with and without 10tops in quite a few retailers. It's not a Private Stock so I can't see why you cannot get a suitable replacement. Can you provide a Picture of the back of the headstock to show us what's written on the back? I would be very surprised if this is a 10top and anything that couldn't be swapped or would take another year to get an alternative - not unless you are living in some remote, desolate place that cannot be accessed by boat, plane or car...

If that mark really bothers you, then why not swap it for another DC 594 and, if this really was a 10top, get the difference refunded. As others have said, this is only a 'cosmetic' issue and a 10 top is only a cosmetic option - it doesn't change the tone, the playability etc so you 'could' accept a non-10top with a refund of the difference - you will still have a Core PRS double cut 594...

 

[kingneptune117]

Dude. That top is COMPLETELY unacceptable. You need to post this story AND pictures on every form of social media PRS has. PRS himself NEEDS to see this to ensure it never happens again. I am honestly boggled by how this even left the factory. Just wow.

 

[ElrytNamrogo]

I get the frustration and understand the sentiment. If it were me, I'd return the one I wasn't happy with and find one online that I liked and is readily available. There are a ton of great looking guitars out there.

It really sucks to have to have waited a year for something that didn't live up to expectation. Six thousand or six hundred, it's your money and you deserve to be happy with the product you purchased.

Hope it gets sorted out for you and you get a guitar that you're happy with.

 

[Andy80]

Thanks for the good wishes, but they aren't doing anything about it.

Yikes. Not sure what to tell you. It absolutely sucks, but if it were me I'd be cutting my losses. They really should be bumping you up the line to choose another guitar. Total disappointment, sorry man.

 

[bodia]

It is a bummer. Wonder how it looks at different angles. Is it as noticeable at all angles? And, since no one has asked, how does it sound?

 

[bodia]

Dude. That top is COMPLETELY unacceptable. You need to post this story AND pictures on every form of social media PRS has. PRS himself NEEDS to see this to ensure it never happens again. I am honestly boggled by how this even left the factory. Just wow.

I dunno, man. Flaming all over the internet is kinda the lame thing to do in this day and age. I might have bought this one. But, I like odd balls.

 

[Tim S]

I'd stalk PRSh at meet & greets and get him to sign it -- either he sees it and offers to replace it or he signs it thereby authenticating that "10" top. That would make some collectors' item.

 

[dcm_guitar]

I wouldn't accept that guitar. I'd simply refuse to purchase it.

I've been waiting 20 months for my order. What I've learned is ordering a guitar from PRS is not a good idea. There are a plethora of gorgeous guitars on Reverb with no waiting. PIck one out and buy it. Get what you want.

My order process with PRS has been a comedy of errors coupled with a shocking lack of information and a general disdain for customer happiness. My experience has been awful. Others have had wonderful experiences. It's a bit of a crap shoot.

If you don't want the guitar, don't buy it.

 

[dogrocketp]

If you don't like the guitar for what ever reason, send it back. There are a plethora of first rate dealers who would be happy to ship you a beautiful guitar with no wait. My last PRS came from over 1,000 miles away, and was bought with a PRS amp head. The head sounded like cheap dirt to my ears, so it went back and I got one that I'm very happy with on exchange, They even rewired a resistor for me because I was so specific. Get past blaming, and get this taken care of. The deal is to get what you want, not go pointing fingers. I'm shocked that you had to wait so long. I'm also suspicious of the dealer.