Martin Guitars - Customer Service

Subject: RE: Martin Guitars - Customer Service
From: Stewart
Date: 16 May 13 - 12:02 PM

Several years ago I was playing my D18 Martin, which I bought new in 1956, and the slot-thru bridge broke. I called the C. F. Martin Company in Nazareth, Pennsylvania. It was amazing! A real person answered the phone after just a few rings. When I explained my situation she connected me directly with a service representative. He asked me if I had the original warranty. I replied "no, that was over fifty years ago." After I gave him the serial number he told me there were several dozen owners of D-18 Martin guitars with the same last name as mine. I then mentioned that I had the guitar repaired in Minneapolis in about 1980 under warranty after I had written a short letter to Martin explaining that I was the original owner. He said to hold for a minute, and when he came back he said "no problem, just have the guitar repaired by a certified Martin repair person and we will pay for the repair." I had it repaired by a luthier in Bellingham, WA - nicely done and no cost to me. What can be better service than that? Altogether, I've had free repairs totaling more than the $99 I originally paid for the guitar in 1956.

Cheers, S. in Seattle

Subject: RE: Martin Guitars - Customer Service
From: Backwoodsman
Date: 16 May 13 - 11:35 AM

I'm probably fortunate in that, within a 90-minute drive, I have two top-class builders of hand-made instruments and several top-rate repair specialists, all of whom are well-versed in working with Lowdens, Collings's, Huss & Daltons, Fyldes, any of the top-name brands you might care to name. I'd trust them with any of my Martins or my Lowden.

Possibly the worst experience I've had was with a UK Martin Authorised Service man! I stress that this was a previous guy, and NOT the current incumbent, Dave King, whose work I understand to be excellent (but I don't use because he's a four-hour drive from me).

Subject: RE: Martin Guitars - Customer Service
From: GUEST,Hootenanny
Date: 16 May 13 - 10:37 AM

Thanks Backwoodsman,

I did turn up Dave King's name in my original search but wondered if there was anyone closer to my home. Hence the enquiry to Martin.

"a guitar is a guitar is a guitar" Yep but a car is a car is a car. Would you go to your local garage for advice on fixing your Rolls Royce?

I gave up on Martin and my local luthier fortunately was able to do a good job.

Hoot.

Subject: RE: Martin Guitars - Customer Service
From: Backwoodsman
Date: 16 May 13 - 09:21 AM

"A poor response though from Martin. Taylor much better (response not necessarily guitars!)"

I absolutely agree that Martin guitars beat Taylors hands down, every time! (Ducking for cover!) :-)

But unlike the OP, I've found CFM's customer service department excellent to deal with, when I've emailed them I've always had a response from a real person within 24 - 48 hours. If I need to contact them urgently, I use the telephone!

Bobert - there is only ONE CFM Authorised Service Agent in the UK, it's the one I linked to in my first post.

Subject: RE: Martin Guitars - Customer Service
From: Pete Jennings
Date: 16 May 13 - 09:00 AM

I use a local luthier for my guitars, including two Martins, as well.

Subject: RE: Martin Guitars - Customer Service
From: Bobert
Date: 16 May 13 - 08:13 AM

Google up, "Martin Guitars, Approved Service" or some thing like that or call your local guitar shop that sells Martin and ask them...

Martin is very good once you have it in the hands of the right person...

B~

Subject: RE: Martin Guitars - Customer Service
From: cooperman
Date: 16 May 13 - 08:05 AM

A poor response though from Martin. Taylor much better (response not necessarily guitars!)

Subject: RE: Martin Guitars - Customer Service
From: GUEST,Martin Player
Date: 16 May 13 - 07:46 AM

Well done Backwoodsman, I'm with you, its not rocket science is it. Personally I would not take any of my guitars to someone whose work I didn't knew well.

Subject: RE: Martin Guitars - Customer Service
From: Backwoodsman
Date: 16 May 13 - 06:55 AM

LOL Pete! I have to put my hand up and admit that, as the owner of several Martins, I have a vested interest in knowing these things. But I've never taken any of my guitars to the UK AUthorised Service Centre, I use trusted and respected luthiers/repair guys local to me (i.e. within a 90 minute drive).

The Martin Lifetime Warranty only applies to North America-purchased guitars, those bought in the UK have a one-year warranty only, so it matters not a jot who does the work (just take care to choose someone capable!).

Usual disclaimers.......IMHO, YMMV, etc.

Subject: RE: Martin Guitars - Customer Service
From: Pete Jennings
Date: 16 May 13 - 06:35 AM

10 minute turnaround from Mudcat! Nobody can beat that. Hats off to Backwoodsman.

Subject: RE: Martin Guitars - Customer Service
From: Backwoodsman
Date: 16 May 13 - 06:31 AM

It's amazing what a simple Internet search will throw up!

Having said that, there are plenty of excellent luthiers and guitar repair techs in the UK who are more than capable of working on your Martin - a guitar is a guitar is a guitar. :-)

Subject: RE: Martin Guitars - Customer Service
From: Backwoodsman
Date: 16 May 13 - 06:28 AM

UK Martin Authorised Service Centre

Subject: Martin Guitars - Customer Service
From: GUEST,Hootenanny
Date: 16 May 13 - 06:18 AM

Recently I needed some work done on one of my Martin Guitars. Living in the UK I e-mailed Martin Guitars in the States to ask for the name of an authorised Martin service/repair man in the UK.
I e-mailed on April 1st and immediately received and automated reply explaining that Martin receive many e-mails daily and it might take a while to reply. Three weeks later I sent a reminder and immediately received and identical automated reply. It is now 16th May and still not a word from Martin Guitars answering a very simple question.
Does Martin Guitars treat all it's customers this way? It is hardly what I would call after sales service.
The craftsmen at Martin might know how to make a good product but the management do not know about good customer relations.

Hoot