Help me! - Quality issues - how to contact Heritage Inc. effectively?

[JSSKB]

Hi, could anyone help me? I have a beautiful Super Kenny Burrell archtop purchased brand new roughly 2 years ago. After a year some hairline cracks appeared on the guitar's top at the lower bout (they look like typical drying or stress cracks) though the guitar was kept - as all of my high-end archtops - in humidity controlled environment. There was no physical impact to the guitar which could cause those hairlines. First only one hairline crack appeared between the tone knobs and the tail, then more came around that area. I have owned more dozens of solid wood archtops and never ever had such kind of problem.

 

I contacted the seller and then Heritage. I live in Europe so the communication was a bit complicated due to the time difference. Heritage customer service asked for the relevant photos, the details, later the receipt of purchase via e-mail. The whole process lasted for long weeks or even months. They never denied that it could caused by manufacturing issues. But never admitted it either. After a long correspondance finally they just forgot to answer to me. It seemed to be that we reached a certain point where judgement or decisions should be made and they just remain silent. I tried to force Heritage with a few further mails, but got no answer.

 

What to do? Does anyone has experience with such kind of issues? How to handle? How to approach them effectively?

 

the complete thing is more than odd to me, since I have been a fan of Heritage instruments and still own Johnny Smith, Super Kenny and Super Eagle from their product line. I communicated clearly that as well, but they just did not care.

 

I would be very grateful for any help, hint, comment!

 

thanks,

Les

[totonka]

Call 269-385-5721 right about now.

 

Politely introduce yourself again and kindly remind them of your situation.

[MartyGrass]

 

 

I don't know how Heritage will respond to stress cracks. They may say that it's not a manufacturing defect. They may replace the top. It could go either way.

 

Phone is the best way to reach them. Try early in the morning. Keep good notes on each call- who you talked with, what he said, and when should you call back for the next step.

[Guest HRB853370]

Sorry to hear of your situation. Usually, Heritage is very responsive. Continue to try by phone and ask for Ren Wall. He will handle your situation professionally.

[TalismanRich]

JSSKB

 

Those definitely are not the normal checking. That particular piece of spruce may have an unusually weak point in the grain. Its clearly through the color layer. Have you talked to the dealer where you purchased the guitar? I know that being in Europe makes the situation more difficult, and expensive. As the others said, its best to call in the morning, and I don't think they are there on most Fridays.

 

Good luck, and keep us informed.

[JSSKB]

Thanks to everybody who has commented my post! Thanks for the tipps and the support! I will keep the forum informed about the improvement.

 

did anyone have similar problem with Heritage archtop guitars? Was there a solution in that case?

 

thanks again!

Les

[SofaPlayer]

It seems that the Heritage folks are not very responsive through electronic media. I would consider writing an old school letter and including hi-res prints of your pictures. Or have the Heritage distributor of your country do it, I think they will be more responsive to him.

 

I wouldn't ship the guitar to Kalamazoo just for repair. Too expensive, always risky, hassle with customs etc. It's a different story if they decide the top should be replaced. Otherwise for repair I'd go to a professional local luthier so that you don't have to ship your fine guitar.

[hinesarchtop]

The cracks are definetly grainline, and are bookmatched which would make me think it was a problem with the wood from the beggining.

 

They are easy to work with. Good luck.

[tbonesullivan]

that sucks! I hope you can get your issue resolved. Definitely looks like a wood issue. Sometimes wood is like that. No matter how well you dry it before it's used, sometimes it just goes.