Heritage customer service

[LH575]

I have heard great things although I do not see it.  What is everyone else's opinion?

[Dick Seacup]

You need a "I haven't had to use their customer service" option, I think.

[squawken]

I agree with Mr Seacup!

[JohnCovach]

A few years back I wanted an ebony base for my 575 Custom with gold posts spaced for a tune-a-matic.  Ren was very kind, sent it right out, and charged me a  reasonable price.  A few weeks ago I inquired about getting some pickguards made and again he got right back to me, even though the shop was closed.  So my experiences have been positive.

[PacerX]

I would say they are "fair" at it.

 

It can improve.

[Yankeefan01]

I've chatted with Ren via Email several times during the time that they were re-structuring concerning my used purchase. Not only was he extremely patient and answered all my questions but he was very quick in getting back to me.  Heck, I Emailed him with a question on Saturday of the Labor Day weekend and received a response within a couple of hours.

 

Judging by those encounters, my response is excellent customer service.

[tulk1]

My one experience with them was a good one. Asked a question about my used H157. Got a very prompt answer and a very nice "enjoy the guitar". So, I'm good with them.

[GuitArtMan]

On one hand it's great to be able to call and talk to the president of the company and/or the luthier working on your guitar.  On the other hand, it doesn't mean anything gets done any quicker...

[JohnCovach]

A Heritage in the hand beats two in the shop (or on order).  Things with those guys are fine if you buy a Heritage that's finished or used.  All the issues seem to come from guitars that were ordered, as far as I can tell.  As long as you can check the guitar out before you buy it, it's tough to complain much.  But if you pay for it sight unseen, you're always taking a chance, Heritage or otherwise.

 

I'm not sure it's wise for Heritage to take so many custom orders, in part because it leads to the "quest for the perfect guitar" syndrome.  I'll bet this is part of the business that they are rethinking.

[dblazer]

My only experience has been when one of the pickup frames on my 10th anniversary H-140 got broken during a setup (don't ask).

 

I called, talked to Ren, he got my name and address and mailed me another one, no charge.

 

I give them a 115%

[High Flying Bird]

I called and asked if I could get a roller for a buddy's bridge and they sent a whole bridge.  I was impressed.

[skydog]

I voted poor. I've called there 3 times and no one has ever answered the phone or returned a voice message. This was prior to the "shutdown".

[skydog52]

I voted good. This was opinion before shutdown.

I had and upgrade on my H-555 performed D-VIP and HRW pups

they handled that promptly and buffed out a blemish I didn't even mention.

Also had neck repair performed (tripped over cord and it went down) dumb***.

They did an excellent job with repair and refinish.

Post shutdown I am really disappointed especially  because I've had a guitar on

order for what seems like a lifetime.  They really do build a nice guitar I just hope

everything gets better.