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FDP Forum / Fender Amps: 1985 - Current / 57 Custom Deluxe Warranty Work

GWbluesguy

USA

GW
May 23rd, 2019 09:54 AM   Edit   Profile  

I have a 57 Custom Deluxe that is less than a year old that developed a problem. I was in hopes it was a tube issue, but after replacing a complete set of tubes, it was no help.

So I start calling "Fender Warranty Service Centers" and they all quickly tell me they don't like doing warranty work, and if I bring the amp in it will only be looked at if they don't have anything else to do, which I guess is never.

After shelling out $2000 for an amp, I am not a happy camper!


BrentD
Contributing Member
**********
*

Michigan

May 23rd, 2019 06:38 PM   Edit   Profile  

That sucks. If they're really giving you that grief, then Fender's reimbursements must not be worth their time and I'd let Fender know directly.

About the amp, though, what's it doing?

GWbluesguy

USA

GW
May 24th, 2019 08:45 AM   Edit   Profile  

I did let Fender know. We'll see what happens....

It was at the end of a gig and it's like someone just turned the volume down. The amp would still play but only at about half of normal volume. I figured it was a tube issue. I bought a complete set of new tubes, but had no change. No blown fuses or anything like that. Just very low volume.

budg
Contributing Member
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********

ohio

Home of the Goodyear blimp
May 27th, 2019 05:03 AM   Edit   Profile  

I agree to let Fender know . As a factory rep for HVAC of company nobody LIKES doing warranty work. It probably isnt as profitable as non warranty work. I bet they do like having the advantages of being a factory warranty center , just not the disadvantages. Im sure there are some perks that come along with being associated with Fender that theyve enjoyed for years.

(This message was last edited by budg at 11:07 AM, May 27th, 2019)

willie

Too Near Atlanta GA

Amp Tech Emeritus
May 27th, 2019 08:33 AM   Edit   Profile  

Any Fender Authorized Service Center that tells you anything like that should no longer be authorized as such! I owned a Fender Service Center for many years and we made NO differentiation between warranty and non warranty repairs...first in was first out. Being an FMIC warranty center brings in business...warranty and non warranty due to brand name recognition. You take the good with the not so good...that is, you tend to make less money on warranty repairs than on non warranty work.

I retired and closed out my long time affiliation with Fender/FMIC in 2013. I hate to think that things have gone into the toilet since that time with respect to how FMIC requires service centers to handle warranty repairs. The way you have been treated is NOT what is normal or acceptable. Don't put up with it...not for a minute.

willie

(This message was last edited by willie at 01:08 PM, May 27th, 2019)

pcalu

usa Thumb area Mi

May 28th, 2019 07:24 AM   Edit   Profile  

"Any Fender Authorized Service Center that tells you anything like that should no longer be authorized as such" Quote from Willie

Exactly...

Something about the story doesn't add up. One pays $2k for an amp & it develops an issue (supposedly....) upon taking it back (under warranty!!!) gets told "they don't like doing warranty work, and if I bring the amp in it will only be looked at if they don't have anything else to do"


There is probably another side of the story.. (THERE ALWAYS IS)


willie

Too Near Atlanta GA

Amp Tech Emeritus
May 28th, 2019 08:10 AM   Edit   Profile  

Has to be...never heard anything quite that blatant from an Authorized Fender Service Center...at least not openly. :/

w

Peegoo
Contributing Member
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Planet Peegoo

Rhythm & Lewd Guitarist
May 28th, 2019 08:53 AM   Edit   Profile  

Contact Fender Customer Service, and ask them to recommend a service center near you. Next, call the service center and start with, "I called Fender and they suggested I bring this amp to you."

That lets the shop know you went straight to Fender, and now they are in the fish tank--on the hook to service that amp under warranty. You'll probably get results.

GWbluesguy

USA

GW
Jun 3rd, 2019 12:56 PM   Edit   Profile  

The list of BS is long. What it boils down to is they don't like dealing with the paperwork that Fender requires on a warranty repair, and my guess is the amount Fender pays for a given job is tightly scheduled. I don't know that to be so, but I would make a small wager on it.

I did make contact with the area Fender rep. He steered me to a repair shop in Nashville (hour and a half drive) that has a "gold level amplifier technician". I wasn't aware they were classified by Fender. That's the good news. The bad news is this highly skilled amp technician rather proudly told me he has a 10 week backlog, BUT if I was willing to shell out $50 of my money, he could put it "RUSH" status and might get to look at it in a week.

This is my #1 amp. I need it. It's a work tool. so I shelled out the $50, and right on schedule, a week later he calls to tell me it's an output transformer and as soon as the transformer comes in from Fender, he will get back on it.

So, my opinion of the 5 year warranty is pretty low.

BrentD
Contributing Member
**********
*

Michigan

Jun 3rd, 2019 03:39 PM   Edit   Profile  

That sucks. It's a Mercury Magnetics, too, right? At least in a combo you can be fairly sure you didn't do anything wrong - it was something inherent to the part.

Just a note: I think it's 2 years now and not 5. If so, I guess it's better it went now than in a couple of years.

willie

Too Near Atlanta GA

Amp Tech Emeritus
Jun 3rd, 2019 08:46 PM   Edit   Profile  

A lot of techs have bailed on doing warranty work for any and all manufacturers for a number of reasons. If I hadn't retired and was still doing factory warranty work (we were also Gold level authorized) I'd get that amp out for you in no more than 72 hours which was our standard...but that was then, and this is now...and you have to play with the cards you're dealt...bad ones though they may be. Things must have really gone downhill since I retired.

FWIW, filing for a warranty repair with FMIC was all done online and was quite quick and simple...the labor rates were not great, but not that horrible, especially when you have a steady supply of warranty work. The usual max hours you could file for was 2 hours unless you had a special authorization. So many times you'd get a real tough nut to crack that could take several hours to diagnose and only get 2, maybe 3 hours of labor. That said, most any repair should not take any longer than that to diagnose and repair except in rare cases. Again, sorry to hear you're having such a tough time...it shouldn't be happening.

GWbluesguy

USA

GW
Jun 14th, 2019 09:36 AM   Edit   Profile  

And the saga continues.....The Gold Level repair service ordered the replacement output transformer through the Fender Warranty web hookup two weeks ago and still don't have shipping tracking info, so I have to assume Fender has not shipped. This is absolutely horrible customer service!

willie

Too Near Atlanta GA

Amp Tech Emeritus
Jun 14th, 2019 10:54 AM   Edit   Profile  

Somehow hard to imagine an output transformer failure on that amp...but anything is possible. Sometimes FMIC doesn't keep stock in their warehouse on all service parts and they will have to get them from the factory which delays things a bit. I can imagine it isn't common to have this part requested as a replacement.

w

GWbluesguy

USA

GW
Jun 26th, 2019 10:29 AM   Edit   Profile  

The repair shop submitted the order to Fender on May 31st. They received the replacement output transformer on June 25th. Now there's lightning fast service for you!!

And let me assure you that the "Consumer Service" contact person at Fender is useless talking head that has zero authority to get anything done at all. Furthermore the guy can't even be timely on email communication.

The bottom line for me is Fender Warranty work on amps sucks, and their Consumer Service function is useless!

reverendrob
FDP Data Goon
Moderator

She hath it all,

& hath no need of thee.
Jul 4th, 2019 10:39 PM   Edit   Profile  

That honestly doesn't sound like bad turnaround on warranty work at all.

And I say this as someone with little love for what Fender has become.

willie

Too Near Atlanta GA

Amp Tech Emeritus
Jul 5th, 2019 06:45 PM   Edit   Profile  

Sounds a bit slow to me Rev...but all service centers don't have the same dedication to customer service that they should have, some are faster than others for sure. Honestly, I do believe FMIC has taken several steps back since Bill Schultz left them which is unfortunate.

w

FDP Forum / Fender Amps: 1985 - Current / 57 Custom Deluxe Warranty Work




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