dpicker Posted September 5, 2015 Posted September 5, 2015 I contacted a Heritage dealer recently and had him request a quote on a special order 150. The biggest change from stock was a 1 3/4" nut. This was after I had tried to call the factory several times and did not receive a call back. This was 3 weeks ago, and in spite of 3 calls and emails, the dealer has never heard anything form Heritage. Does anyone have any insight into this sort of thing? Also, are there any real customer service concerns? This sort of behavior is worrisome. I own a Sweet 16 and love it, but I bought it used and have had dealings with the factory.
FredZepp Posted September 5, 2015 Posted September 5, 2015 It's a shame that your dealer is having problems contacting the plant. Emails are generally not a good bet. Answering machines are not likely to be checked very often. I think most would recommend calling in the morning around 9AM.. I think that they are in Monday- Thursday. Your dealer may catch Bill Paige or one of several people on the phone, questions about necks probably will go through Marv Lamb or maybe Jim Duerloo.
Polo Posted September 5, 2015 Posted September 5, 2015 I'd disagree that the email route isn't the best bet to reach the fellas at the factory these days. All Heritage emails are literally funneled to a Samsung Galaxy which usually rests in Mr. Rendall Wall's shirt pocket. A simple email concisely stating your consern and or lack of communication with the dealer should most certainly get a response to either you or said dealer. You might also want to try a different dealer. Good luck with your custom order....I know they appreciate the business and that your guitar will be worth the wait!
FredZepp Posted September 5, 2015 Posted September 5, 2015 I'd disagree that the email route isn't the best bet to reach the fellas at the factory these days. All Heritage emails are literally funneled to a Samsung Galaxy which usually rests in Mr. Rendall Wall's shirt pocket. A simple email concisely stating your consern and or lack of communication with the dealer should most certainly get a response to either you or said dealer. You might also want to try a different dealer. Good luck with your custom order....I know they appreciate the business and that your guitar will be worth the wait! If they are responding to emails more efficiently nowadays , that would be a nice change. It wasn't always that way. I know they communicate with overseas dealers via email sometimes.
Steiner Posted September 5, 2015 Posted September 5, 2015 You might also want to try a different dealer. Good luck with your custom order....I know they appreciate the business and that your guitar will be worth the wait! Bingo! Millennium Maestro& skydog52Are great guys to go with.
Vanschoyck Posted September 5, 2015 Posted September 5, 2015 I would go the different dealer route as well.
FredZepp Posted September 6, 2015 Posted September 6, 2015 Bingo! Millennium Maestro& skydog52Are great guys to go with. It's true that these guys would get the answers without any complications... both are experienced with custom orders.
dpicker Posted September 6, 2015 Author Posted September 6, 2015 Wonder why one dealer would be better than another? I'd hate to turn my back on the dealer I contacted first. They're sort of local. I have been contacted by another dealer (which was fine, BTW, I appreciate any offers of help) but they are a long way from home. Sleep on it, I guess. Not in any particular hurry.
High Flying Bird Posted September 6, 2015 Posted September 6, 2015 Wonder why one dealer would be better than another? Some businessmen are lazy and greedy. Some are not. The two dealers mentioned above are good people. I have met them both and think of them as friends.
HANGAR18 Posted September 6, 2015 Posted September 6, 2015 Wonder why one dealer would be better than another? I'd hate to turn my back on the dealer I contacted first. They're sort of local. I have been contacted by another dealer (which was fine, BTW, I appreciate any offers of help) but they are a long way from home. Sleep on it, I guess. Not in any particular hurry. In this area, there are a lot of stores who claim to be Heritage dealers but they haven't ordered a new Heritage guitar in seven years, don't have any in stock and then tell customers that they are a dealer and that they can order anything you want. If I were Heritage, I wouldn't return their calls either. Find a dealer who has ordered and received at least six new Heritage guitars in the past 12 months and has inventory currently. I can think of three dealers who fit that category. The two previously mentioned as well as Wolfe Guitars in Florida. Side note: If you get too crazy with the custom features, they (Heritage) may reject your build. They tell me "no" all the time. hahahaha
dpicker Posted September 6, 2015 Author Posted September 6, 2015 Hangar 18, Thanks for the insight. As to crazy features, the main things I was shooting for were 1 3/4" nut, 0.82 neck at the first fret, and weight of 8 lbs 8 oz. to 8-12. I don't know if they will build to hit a weight, one dealer told me no. I note that the weight of Les Pauls varies a lot, which I suppose is due to the particular piece of wood involved (Mahogany varies by about 10%, from what I can tell), neck and maybe top carve. And I had some questions. IMHO, the special order process might require back and forth. I have one Heritage, and it's a wonderful guitar. I'm tempted to pick one of the many 150's I see floating around and see if I can live with the nut, weight and neck carve.
Polo Posted September 6, 2015 Posted September 6, 2015 I highly recommend getting multiple quotes from separate dealers to ensure your getting the best price. I learned this the hard way and will never again assume that just because a dealer markets the product well and has a large on hand inventory that they will give me the best deal. At the end of day: All 3 of the Heritage dealers mentioned above are in my opinion very reputable and definitely worth equal consideration.
Millennium Maestro Posted September 6, 2015 Posted September 6, 2015 ... I was shooting for were: -1 3/4" nut, 0.82 neck at the first fret, - weight of 8 lbs 8 oz. to 8-12. -I don't know if they will build to hit a weight, one dealer told me no. And I had some questions. IMHO, the special order process might require back and forth. I have one Heritage, and it's a wonderful guitar. I'm tempted to pick one of the many 150's I see floating around and see if I can live with the nut, weight and neck carve. I am not a fan of stepping on peoples toes, a custom order can require patience from the buyer for the construction process but Heritage is moving guitars very smoothly right now. Some people enjoy savings by dealing with a dealer in a different region...No sales tax, properly setup guitars that require no tech service. I live in Vegas and still talked to the guys 4 times last week and they are closed at noon my time and on Fridays. 1. Marv will have the say on 1 3/4 and upcharge expense, .820 neck profile is completely do able. 2. Weight is completely do able, they have a system in place that gives them a ballpark final weight. 3. The special order is NOT a back and forth, its a get your specs OK'd and let them do their thing. Figure out what you want out of your dealer, your front end service will be a reflection of your back end service, My clients find out I am on top of the orders and easy to reach besides being many thousands of miles away.... And my guitars play very good.
Vanschoyck Posted September 7, 2015 Posted September 7, 2015 3. The special order is NOT a back and forth, its a get your specs OK'd and let them do their thing. True this. I tried to get different tuners put on, long before the hardware went on, but nothing doing.
dpicker Posted September 8, 2015 Author Posted September 8, 2015 I contacted the original dealer and shared with him part of a post here regarding non-stocking dealers. He agreed that was the problem abd recommended I look elsewhere, very gracious. That was Guitar Tex in San Antonio. They've good to deal with over the years but haven't stocked Heritage in some time. Someone above suggested having several dealers quote this with Heritage to get the best price, which I really don't feel comfortable doing. What says the group? I contacted another dealer who I believe will be able to help me, Apparently Heritage can build to a weight which is good to know. So I'll plod along and get this done. There are also a couple of local luthiers worth thinking about, but I have a soft spot for Heritage And they're probably cheaper. Thanks to all here.
tulk1 Posted September 8, 2015 Posted September 8, 2015 I contacted the original dealer and shared with him part of a post here regarding non-stocking dealers. He agreed that was the problem abd recommended I look elsewhere, very gracious. That was Guitar Tex in San Antonio. They've good to deal with over the years but haven't stocked Heritage in some time. Someone above suggested having several dealers quote this with Heritage to get the best price, which I really don't feel comfortable doing. What says the group? I contacted another dealer who I believe will be able to help me, Apparently Heritage can build to a weight which is good to know. So I'll plod along and get this done. There are also a couple of local luthiers worth thinking about, but I have a soft spot for Heritage And they're probably cheaper. Thanks to all here. From my experience the boys can get a bit testy when they see the same exact custom guitar specs being requested by multiple dealers. Probably a good call to only use one. You have to use who you feel comfortable with. And, tho' you don't really know any of us, this is a good group of guys. And the two member dealers mentioned earlier were actually long-time HOC members before becoming dealers. They had a great rapport with Heritage already. You couldn't go wrong with either one. Just ... not both. Maybe.
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