Fender Musical Instruments Corporation Reviews 358

Mark B in Consumer Relations is a legend. He helped me out with an update on my Jackson CS and went an extra ten miles by emailing between me and the builders to finalize something and even provide an ETA which, if you know Jackson custom shop, is nigh impossible to get. Thanks Mark!

I had a panic attack about the phrase Corrupted Files. I called and I have to Say Willie was unbelievable. He was the most knowledgeable, professional patient caring individual that I could’ve ever had the opportunity to interact with, and he stayed on the phone with me and he literally walked me through the error messages I was getting and he walked me through and stayed on the phone all the way through the update of my tone master pro and stayed on the phone and made sure that it was operational. It was connected to the computer so the customer service and the Professional professionalism from Fender customer service from Willie was off the chart thank you so much now I know I always loved Fender but now I really love you guys more thank you.

I had reported a new EVH guitar with factory D-Tuna had mechanical defect, requiring extensive correction.
• Nathan confirmed QC failure; I requested replacement/refund due to defect upon receipt.
• Nathan advised warranty process requires service center evaluation for replacement approval.

What I sent
Based on your confirmation that:
the defect is not within acceptable tolerance the issue represents a QC failure and that this should have been caught prior to shipment it raises a reasonable expectation that the unit I received was not fit for sale in its delivered condition.
While I understand the option for warranty repair, this situation involved a brand-new instrument requiring full disassembly and correction of a manufacturing defect immediately upon receipt, which is not an acceptable customer experience at this level.
Given this, I would like to request one of the following resolutions:
Replacement of the instrument with a fully verified unit from a different production batch, or
Full return and refund, or An equivalent goodwill accommodation (if replacement is the preferred route internally) Additionally, if helpful for your internal QC review, I can provide: serial number photos/video documentation
and a summary of the mechanical obstruction observed
My goal here is simply a fair resolution for a product that clearly left production without passing proper functional verification.
Please advise the best path forward and whether this can be escalated to a product or quality assurance supervisor for review.

Their response is as follows they’re are many but they all do the same take it to get serviced. Not let’s make it right

Sorry to hear of the problems!
Thank you for reaching out and for the thoroughness of your documentation. I want to acknowledge upfront that the experience you've described — spending several hours disassembling, deburring, and re-calibrating components on a brand-new instrument — is not acceptable, and it is not the standard we hold ourselves to. I'm sorry this was your introduction to the product.
Your diagnosis is well-reasoned. An internal burr obstructing the leaf spring mechanism of the D-Tuna assembly is a mechanical defect, not a setup variable, and it should have been identified and corrected before the instrument reached you. That it wasn't is a failure on our end, and I want to be straightforward about that.
To address your specific questions:
Is this type of defect within normal tolerance? No. Mechanical obstructions that prevent reliable function of the D-Tuna system are not within acceptable tolerances for this product. A properly assembled unit should transition cleanly and consistently between E and D without requiring the level of intervention you undertook.
What quality-control processes are in place? Instruments at this tier are subject to functional hardware checks and play-testing prior to shipping. Your experience indicates those checks did not catch this defect on your unit. I have escalated your case and documentation directly to our Quality team for internal review.
Are there known batch variances that could explain this? We are not aware of a widespread issue on this production line at this time. However, your report has been flagged for investigation, and we will be looking into whether other units from the same production run have been affected.
In the future, if you ever encounter ANY issue, we have a 2 year warranty that is designed to cover manufacturing defects. We have a network of authorized service centers throughout the US to assist with a warranty claim.

Their response is to take it to get serviced it was not properly verified now I got to do all the running around after making the repair which shouldn’t happen. It’s like buying a new item car, lawn mower, etc and then having to repair it to make it work that is not viable resolution and to me is a cop out
Just feel I am getting the run around after they admitted it shouldn’t have been sent out. I have emailed others in the company with no response. So I can say my experience is not satisfactory and that they put it in the consumer. Very bad customer rapport imo. When calling the number 1-800-856-9801 all I get is a ai answer and when you try to connect it disconnects me. Horrible experience

In response to Fender today:
I am waiting by and look forward to your response and communication.

First of all, I will admit to being a Fender fanboy lol. Recently I had reason to contact Fender Consumer Relations for a parts issue and got Mark B for help. Great guy and awesome help. He got me just what I needed for parts and was super all around. Also I decided to purchase a Telecaster through the Mod Shop. I received my Tele today and it is incredible! The finish is absolutely spectacular in person. The Mod Shop is so very worth the time and little extra expense of getting an instrument through them. Thank you Mark B and the Mod Shop!

Extremely good service from Sam at Fender. The standby switch on my fender hotrod was smashed but I couldn't find anyone who could direct to the correct part. Sam sourced and sent me the part for free! He even resent the part when i missed the delivery because I was overseas. Amazing service, great bloke. Thanks!

Caesar responded quickly and effectively regarding my case lock request. Keep up the great service!

Awesome transaction with this order, very fast and sweet...I give a heartfelt thank you to the fine folks at fender...

I want to say once my issue was elevated to the appropriate person”Joe” Fender went above and beyond to resolve the issue. I ordered my GBHRD from Amazon from a page that looked like a storefront for fender with the fender logo and visit store link. I ordered 03/30/26 and received on 04/02/26. Out of the box after allowing the tubes to warm up following a visual inspection I plug in and out comes the beautiful sound of silence. I had just received the most expensive paperweight of my life. Power tubes were lit but no life from the front end. So I get on the phone with Fender the first time with a fender employee who seemed genuinely surprised that I was calling fender with a problem with an amp with their name on it. He quickly informed me that I needed to deal with who sold me the amp. Now friends irate does not adequately describe how I felt to be told 1200 dollars does not get me an amplifier the company will stand by. I asked to speak with a supervisor and was hung up on… at this point I really feel cheated. I go through the 4 hours long process of dealing with Amazon returns to be told they would get a new amp to me after 05/21/26. Nearly two months later!! Then I get a call from “Joe” the hero of this story. Joe was eager to help. He didn’t care where I bought the amp with their name on it. He only cared that it did have the fender name and that I have a good experience associated with that name. That last part was good old school business the kind that built fender in the first place. Joe sent me a shipping label via email I got it in the post the following morning and by that evening Joe let me know the new model is being overnighted. Joe and Fender won my loyalty by standing behind their product. I hadn’t realized the branded storefront wasn’t run by fender. And legally they probably did not have to take care of me. But in the end they took responsibility because they value their name and know that no matter where you buy a fender product you see yourself as a fender customer regardless of who shipped it to you. I would love to give a fifth star but for the first phone call and the dead amp of course. P.S give Joe a raise!

Top Notch support! We are a discount level customer that received rockstar support! When my son's $50 amp stopped working, I reached out for help! Mark B said don't worry about it, and mailed us a brand new one! Hat tip to Sonic Iguana for the win!

completely painless and aggravation free customer support
overnighted what I needed
great warranty
Thankyou Kane Kitchen

KEEPS ME BUYING FENDER EXCLUSIVELY

Great experience with customer service, Mark!

I had a question about the authenticity of a guitar I had seen. Tobi responded very quickly with the right information - Many thanks ! ! !

Fenders new quantum range of interfaces are ricdicouslly too hard to set up, no instructions, you have to look on the net for answers, couldn't get it working at first then found out it was the USB C not powering and had to plug it into the Thunderbolt input then the Mic wouldn't work, tried everything under the sun never had this problem in all my years of computing to go on for so long, red light says phantom power on and device manager detected it but still no sound no recording, I've already sent one unit back, this is a slightly older model but still no joy. Fenders control panel showing no devices is not helping either. Why dont they check all these bugs before sending stuff out to shops? Update: And it gets worse I have now been locked out my account. Oh and thanks for your reply fender though I can't do that if I can't get into my account in the first place? You have not replied to my email.

I have always been a Fender man since the age of 5 and am lucky to own many Fender instruments. I recently had an issue with one of my Charvel Guthrie Govan signatures and I had to get in touch with the UK Distribution centre in the hope of getting it resolved. Louis who I liaised with could not be any more helpful and went above and beyond to get my very critical repair dealt with. I could not have been any happier. Excellent customer service. Truly excellent.

I've been a professional guitarist for more then three decades and I get through a lot of strings. My preferred choice for electric guitar strings has always been Fender Bullets but recently the bullet heads have been flying off even whilst fitting them at the new stage. This is unacceptable so I reached out to Fender to enquire as to the probable reason. They denied any knowledge of such a fault. Having had a number of top E-strings go on me I asked if I was able to source any single top E-strings so I could complete the sets that on account of ball ends coming off had been rendered useless to me, the answer was an affirmative no. So denial of the problem and no offer of a resolution. When I think of the thousands spent over the years on strings, strats and even PA equipment it's a poor show they couldn't oblige me with a few single e-strings to make up for the faulty ones they had sold me. The company as a whole have become greedy and have demonstrated a lack of integrity in both their products and their artist/customer relations...at least where I am concerned. Disappointing!

I had a loose tuner on my new Telecaster that I was having an issue with.

Firstly, when I bought this a year ago, I noticed there was a sale after the fact, and Mark B got me a discount retroactively. I contacted him later when I had the tuner issue, and after sending a video and explaining the issue, he got one sent to me right away. Absolute class customer service by Mark. 5/5

I had a question about one of my fender amps; it was answered within the hour even though the website said up to 48 hours. I own 4 Les Pauls, the last time I emailed Gibson about something It took them over two weeks to get back to me.

I have a Rumble 25 amp that recently got damaged in a power surge. I called Fender and received excellent help from Nathan. I am happy with this product, as it performs exactly as claimed, is a good value, and the customer service couldn’t be better.
Highly recommended!

I made an absolute mess of my online account and thought it would take forever to resolve. Cesar was super patient with my long-winded explanation, reassured me that it could be fixed, and fixed it super quickly. So relieved and happy! Thanks Cesar!!

Fender custom service is Excellent!! Kane Kitchen , specifically, was extraordinary! He spent as much time as I needed to help guide me with information on a product that I was interested in . It’s refreshing to talk to a customer service person who is willing to take the proper amount of time to talk to the customer, and not just rush on to the next call . A+++