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December 2009
Posts: 4
Location: MA | I bought a 1578 bc guitar from brother bobby and it is a stunner, plays and looks great. All of a sudden a great buzz takes over, so I open the back hole and see a large crack in the bridge plate. Brought it back to my local music shop (they were great even though I didn't buy the guitar from them)and was told that the guitar has a fret problem as well as the crack. Off it goes to Ovation repair. At first they wanted to outright replace the guitar with a standard elite, then they wanted to look at it first Well they have had it for a month now and just called to tell me that they will replace it with , guess what, a standard elite. I said no, I want something better looking. They said that would cost me $560.62 more,basically take the elite and shut up. And they haven't even looked at my ultra yet. This is horrible service. What do you all think? :mad: :mad: |
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April 2003
Posts: 557
Location: Burbank | I think most here would agree the Elite is a better guitar than the Ultra. Isn't the Ultra a ply-top? |
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November 2006
Posts: 3969
| First off, welcome. Sorry to hear of your bad experience. There are some things to consider, though. I'm surprised the CT factory even agreed to look at your guitar. The 1578 is a laminate top Korean model (parts are made and finished to the assembly stage, and then shipped to the US for final assembly). The US factory generally do not work on the Pac-Rim models, only on those entirely made in the US. The Pac-Rim warranty is supposed to be honored by the store that sold a particular guitar.
A Standard Elite may not look as pretty, but it is in nearly every respect a superior instrument, from the quality of the SOLID wood spruce top, to the neck construction, grade of fretboard wood, grade of fret material, better tuning machines, and overall more "hand work" than the overseas jobs. They think they're doing you a favor by offering a better guitar than you currently have.
Just something to think about... |
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December 2006
Posts: 6268
Location: Florida Central Gulf Coast | Originally posted by redliondog:
At first they wanted to outright replace the guitar with a standard elite First of all, welcome aboard!
Actually, I'm impressed with their offer, considering the valid points that Serge highlighted. |
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October 2007
Posts: 2711
Location: Vernon CT | First, Welcome from another New Englander!
G8r beat me to it. You are very lucky they even looked at it. To be given a Std Elite to replace what you have/had is more then fair and in my opinion. Better customer service then you would/could ever get or expect from another guitar manufacturer. Considering, from what I'm reading above you bought this guitar "used". You should also be more concerned with better sounding then looking. Ovation Customer Service is well know as the best in the business! Just about every "Active" member here, including me has had some type of interaction with C.S. and have had NOTHING but a positve experience. |
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August 2003
Posts: 396
| I agree with The other replies. They are offering you a better guitar. With my limited knowledge of ovations, I would take the deal in a second. I'd be curious what you would think after playing a standard elite for an hour or two. |
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November 2008
Posts: 1119
Location: Michigan | Welcome to to the board! "Take the elite and shut up" is a pretty good option. I would actually take it and run :) . As BT said..especially since it is a used guitar...
Nobody, nowhere would offer you a better deal. |
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November 2005
Posts: 4832
Location: Campbell River, British Columbia | Sounds like you're looking at the wrong end of the stick!
A better brand new model in exchange for a damaged used guitar. ......wonder what I could get for a 30+ year old T-head? |
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December 2003
Posts: 13996
Location: Upper Left USA | So you want to turn your 1978 Mustang Coupe to the Factory because of some existing issues and since they don't have the parts, they want to send you a 2008 Mustang Coupe.
But you love your 78 even though it was really a Pinto body with Mustang trim...
Take the 2008 and don't look back.
or
Go knock yourself out and waste a lot of time discussing options with Brother Bobby.
And Merry Christmas! |
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March 2002
Posts: 15678
Location: SoCal | What everyone here has said it right on accurate. If you call customer support and get a recording, they will tell you that they don't work on Ultras and Celebrities and that you should take it back where you purchased it.
They are offering you a great deal. If you get the new guitar and don't like it, sell it, and buy the model you do like.
The factory doesn't have to do what they are doing..... |
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April 2008
Posts: 2336
Location: Brighty in Blighty | Mate, take the deal!!! |
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May 2008
Posts: 4996
Location: Phoenix AZ | Hey wait a minute ...
The guitar was probably sent to Kaman Service in Bloomfield, which is standard practice for non US Ovations. This would also fit with the offer to exchange a new Std Elite for the defective Ultra (both Korean made). So my guess is that this entire thread is about the "other" Ovation service, not "the" Ovation service. |
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September 2005
Posts: 3619
Location: GATLINBURG TENNESSEE :) | I too have to agree from my positive experiences with the factory. I've had them overhaul two guitars and repair two others at no cost. They have also sent me free parts for a couple old guitars. I have been AMAZED at how much they have done for me, and they have always been courteous and helpful. I think you have read them wrong, and are not seeing that they are truly trying to help you here. If you really set on having an older guitar, or a more attractive one, you may be better off cutting your losses and shopping for a replacement. There are a lot of good deals nowadays. But I can also attest to the fact that their new USA-made guitars are high quality instruments. |
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Posts: 2791
Location: Atlanta, GA. | "So my guess is that this entire thread is about the "other" Ovation service"
This could really get confusing if he is dealing with someone named Kim. |
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October 2005
Posts: 4075
Location: Utah | Redliondog, welcome aboard.
What did Brother Bobby's customer service tell you? They sold the guitar and so they should be the ones to deal with the problems. One of the problems with internet purchases is the long distance nature of returning a defective item. We frequently lament here that our local stores don't carry all the Ovation and Adamas models that we want to try and/or want to buy!
I would be quite surprised if the Ovation factory does not find a way to solve your problems, but be aware that the warranty is different for imported items than for US manufactured guitars. You may not have a legal claim with the factory, only with Brother Bobby. I've read different opinions on his customer service, but some have had very good experiences with him.
Do some research on the model you bought vs what the factory is offering. I'm not familiar with the model you bought, but from what others are saying it seems that the factory is making an interesting offer. |
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December 2009
Posts: 4
Location: MA | The guitar in question has a solid top AA bearclaw spruce an is warrantied( lifetime) by Ovation USA in New Hartford, Ct It was to be "set-up and assembled by USA workers. The elite standard is a no frills entirely made in Korea model although it too has a solid top but no accouterments. The guitar I bought was new in 5/09. |
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November 2008
Posts: 1119
Location: Michigan | Regardless of where it was made the web site is pretty clear about warranties:
From the Ovation website FAQ:
"Is my warranty transferable?
No, all KMC Music warranty policies are valid only to the original purchaser with a warranty card on file or a copy of the original sales receipt as proof of purchase."
The fact that they are willing to replace it with anything is above and beyond warranty.
If you are the original purchaser you got a beef, if not... |
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March 2002
Posts: 15678
Location: SoCal | Why didn't you go back to Brother Bobby? I can't find anything on the net about the 1578 and nothing on Ovation's website..... |
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Posts: 14127
Location: 6 String Ranch | go give Brother Bobby some headaches |
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December 2009
Posts: 4
Location: MA | I'm the original purchaser and that's why Ovation is trying to deal with me. The guitar was a special model and is registered with Ovation for warranty service. The warranty states that they can replace the guitar with a comparable or better model if the damaged onr is out of stock. I just want a guitar that has at least some of the original visual appeal.I'm not looking for something for nothing. That being said THIS WAS A NEW GUITAR, PAID WITH GOOD US FUNDS. Sorry but people don't read before they reply. Brother Bobby has nothing to do with the service, and I have been dealing with the esteemed Kim Keller. |
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February 2005
Posts: 11840
Location: closely held secret | Did this guitar come with the iDea preamp? |
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November 2008
Posts: 1119
Location: Michigan | |
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August 2002
Posts: 8307
Location: Tennessee | Redlion ... I'm with you on this. The 1578 is indeed a stunning guitar and has more bling appeal than almost any other guitar out there ... the abalone all the way around the top, the nice abalone inlays on the fretboard, the solid bearclaw top ... it all makes for a very nice guitar.
I wouldn't get too upset with KK or the folks at the factory trying to help you ... their hands are probably tied by the suits. I am sure they are doing their best. BUT ... if it was me ... I would stuck to my guns and insist on a guitar that has all of the goodies you originally bought the guitar for. I know your guitar sounds (sounded?) really great, but you bought it for the bling. Make sure you get it replaced with bling.
Just me two cents. |
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October 2005
Posts: 5331
Location: Cicero, NY | Though it pains me to say this, Moody's dead on. If they're offering you a better model, albeit not the one you'd like, take it, sell it and buy the one you DO want. But, before you do, find a website where everyone is telling you that you're being offered a great deal and moan a little because they're not offering you a lesser deal. That'll do you a lot of good.
Wayne Kerr. |
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Posts: 10777
Location: Keepin' It Weird in Portland, OR | Welcome RLD...
Naw on the iDea, Wabbit...
I believe Brother Bobby's 1578's were from before the iDea.
As to the Standard Elite, You should take it and say "Thank You!"
The 1578 is a solid-top Korean made guitar.
The only final assembly done in the USA was putting the strings on there... Maybe.
It has a Five Year Warranty that you are supposed to get handled by OK Vintage.
(I could ask why you didn't contact them? That is what it sez on the warranty info..)
They don't make Ultra's any longer, and they would not have repaired it anyway.
They just give you another one... Just like all the other crap that is made in Korea!
(It is cheaper to replace it than to fix it, since it was never designed to be repaired)
And for those who don't remember, those were the ones with the Snowflake fret dots.
Abalone Everywhere... They were kinda purdy. |
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bad customer service from ovation
