On behalf of the entire team at Suhr, we want to publicly apologize to JMA for the issues surrounding his build. As previously noted in this thread, we have reached out to some others to apologize and we feel that we owe JMA an apology too. Building a custom guitar should be a time of fun and excitement, and we are very sorry that it has turned into a source of frustration for you. There are many things that may delay the build of a custom guitar, but one thing that we never want, is for our communication to lapse with our customers. Our customers mean everything to us, and we are nothing without them! Please accept our apologies in that we let you down in this regard. From this point forward, we will strive to improve in our communication with you so that you do not feel out of the loop. We are thankful that you have not cancelled your order and we ask that you please continue to communicate with us regarding your build. We will do whatever we can to restore your confidence in Suhr and make things right.
But isn't that what you're doing when you do all of these comparisons and polls?
All my Suhrs have been custom ordered and I have never had a problem.
As a matter of fact, I have a new one in the oven (hope to have it by end of summer)
Suhr Order
January 16, 2014
Classic
** Added spec: Coil Tap (all positions on 5-way must be silent
- Chambered
- Alder (lightweight)
- Black (front and back)
- No scraped binding
- AB face an side dots
- AB logo
- Roasted Maple neck (no gloss, non-tinted)
- Original headstock
- Rosewood fretboard
- Even C medium .840” - .920”
- 1.65” Nut width
- Black Tusq nut
- Side jack
- SSC
- 9 - 12’ compound radius
- 5-way blade, volume, tone, tone
- Single, single, hum
- V 60 single coils (middle, neck) with Black covers
- SSH (bridge, black)
- Gold hardware
- Tortoise pickguard
- Gotoh Vintage Trem (6 screw, solid saddles, steel block, Non-recessed)
- Suhr locking tuners (same as 17384)
- Medium SS frets
- Hardshell case (black classic)
To me it sounds like the dealer is an idiot and you should actually write a note to John Suhr himself.
Suhr makes some of the best guitars on the planet so I would not be put off because you dealt with an idiot.
One more thing -- the dealer said 3 months -- he is full of shit. 6-9 months is the average for a custom Suhr depending on what the dealer currently has in the hopper (store vs client) and if he can take one of his store slots and give it to you -- if not you jump to the end of the line based on what the next available slot is for the dealer (which could push you into the following year).
That's a beautiful guitar! Not sure why it takes 6-7 months to make such a thing, but I am sure it was worth the wait. OUtside of this thread, I've heard nothing but good things about their work.
Well guys, just came back from vacation and was alerted to this.
We are not perfect as much as I strive to be. Creating a company where everyone has some serious options and direct connection with the shop has been a daunting task but it is working, we are growing exponentially every year. This requires changes to our infrastructure as well as serious investments to try and iron out any issues of the growth we are having. Having been in this industry since the 70's I can assure you no company is exempt from these issues. The difference is in how we all try to deal with them. There are many reasons for hickups when they happen and yes many times it is our fault. All I can ask is that my crew does their absolute best to make things right for the customer and that we learn from the experience. I welcome customer criticism and complaints especially when they are sent to me so I have a chance to find the complaint. You can call me anything you want, I have been called a tool and many other things over the years. I can assure you the one thing that would be incorrect is to say I no longer care and don't do my absolute best to take care of my instruments and customers. Fortunately most of the complaints I find have been multiple posted and brought up many times and are not new complaints. I am very familiar with the situations brought up on these threads and know the customers by name. We try to make things right, usually we succeed but do have a few losses just like any company out there. The only thing I can promise you is we get better ever day striving for the day of a perfect experience. I'm easy to to reach. We have reinvested in to our company every year since day one and are constantly working on ways to make the experience easy and painless for everyone involved. I still believe we make some of the best playing guitars available and have some of the best service out there. Otherwise I would be playing something else personally. If someone has an issue please don't hesitate to contact me directly. Don is the best customer service rep I have ever experienced and a huge asset to the company. He will also do everything possible to correct any issue....
That's a beautiful guitar! Not sure why it takes 6-7 months to make such a thing, but I am sure it was worth the wait. OUtside of this thread, I've heard nothing but good things about their work.
It does not take 6-7 months to build a custom guitar. You just have to wait in line for your turn.
Holy crap, Clark -- you know I love ya (best IRs out there!) but you should either tune and/or set the intonation on the guitars before doing a comparison like that. The Petrucci was terribly out of tune (or the intonation was off). That said, I appreciate your approach of letting the guitar speak for itself.
There's the Clark we all know and love!I have a lot of respect for all Suhr products but there's simply no way an apology, discount or a pedal will make things okay. They might be a band-aid for the wound but it still leaves a scar.
When promises are being broken and then validated by simply explaining their own mistakes it is in fact a confession that their company is not perfect and they have problems in building their products. There is no way around that. "We're dealing with organic materials" etc. are not the customer's problem. They shouldn't need to know this. Simply don't make promises you can not keep. Promising a quick build is false marketing and if you don't keep your marketing promises the deal is a scam. Sorry but made in USA does not change that. You are still people just like everyone else.
There's the Clark we all know and love!
So, there is no way to make it good then. That's clear. Or is there? A highly public admission, apology and promise to make good by the owner and director of the company is not sufficient to give it a chance? What is? What are you trying to achieve? Just curious...
Thank heavens most my scars did heal. I'd be an orc if they hadn't.