Thank you all so much for your comments! Wow over 80 in just hours since I posted last night - thank you. Following the outpouring of love for this guitar I thought I would set up a voucher code for anyone wanting this beautiful guitar. Voucher code : LOVEMYWART This will give you 10% off. The voucher can only be used once against this specific guitar so if the voucher code doesn't work chances are its gone to someone else. I have had several enquiries for the guitar so I know it will find a loving home.... If I could keep her I would. Hey ho... This link I believe will automatically apply the code for you... rguitars.co.uk/discount/LOVEMYWART?redirect=%2Fproducts%2Feastman-ac630-bd-inc-100-professional-setup-added-value
Clearly I'm tardy to this party discussion, but I just have to comment that I would have rejected it too. Wait six months in anticipation for a $2500 guitar (guess price), I would have been pretty let down too. Someone buys in your shop they see that flaw, and I do call that a flaw even if being purely cosmetic as it's just too obvious to ignore, and they either accept it or negotiate for a price consideration, but waiting ...AHH! Six months suggest that Eastman had no back stock and had to add that into their making mix. That is kinda their flagship acoustic right, so I'm surprised that QC didn't squelch that early on like at wood selection. I own an Eastman T58V electric hollowbody and am quite happy with it, great tone and look. Being a solid wood hand carved archtop with a vintage finish is quite different from high gloss nitrocellulose and does evince a certain roughness or unevenness that's acceptable as 'aged'. But having said that ... I still see minor 'flaws' in the making that while don't affect playabillity are none the less curious to me. Well I hope your customer is happy anyway, oh - did he get his replacement yet I wonder?
@@bigmike9527 Different folks, different strokes I get that. But seriously, I can't imagine any red-blooded man would of kicked her out of bed in her prime...
I worked for a premier acoustic guitar manufacturer in the USA, and one of my roles was selecting different species of wood for custom and high end guitars. It's extremely difficult to obtain perfect wood, especially this day and age. But, If the customer doesn't like it because of this minor blemish, that's fine he doesn't have to buy it,. The problem is, the next guitar may not sound , or, play as well as the original, and to me it sounds fantastic. There are many other things to consider when buying a guitar, more than just cosmetic issues. No guitar is perfect. I call it character and individuality! Do we sit and look at guitars, or, do we play and listen to them? People now pay lots of money for relic and distressed new guitars, with manufactured dings and blemishes. It's very subjective and obviously a personal preference. But remember, every guitar is different.
TBH the irony here is that some of the most overpriced and hyped guitars are the bashed and battered ones Fender et al have realised they can dupe idiots out of tens of thousands to buy - so, yeah for a substantial chunk of the market looks do matter (although not necessarily good looks) - And you'll note that brands know that bright pretty colours attract people on a low or no budget. Obvious example here is that the AZ premiums tend to look pretty (or at least stand out more) than the finishes on the AZ prestige. But there's an obvious quality difference between them that makes the prestige the better instrument. The prestige is the better guitar to play. But Ibanez know that people will buy the premium and rationalise that the colour is nicer - people who buy cheaper things need to kid themselves they have a better deal than the expensive one. Same as people who buy an expensive item need to make sure that buyers remorse doesn't kick in - so they need to know it's better than the budget model. A blemish is going to stick out more. You often see people commenting on this perhaps not realising that the garish bright finish is there because it's being sold on looks. Even Vai, who has a lot of garish Jems has tended to find one that he really likes to play and it's a plain white - that should tell you that even the most egocentric, showman virtuoso guitarist cares about playability over looks. But most Jems are sold to people who care about the looks - and the audience is wowed when Vai does one song with some fancy pants garish Jem model. The other side of the coin is how much you're paying. The trouble is making a guitar in some parts of the world is significantly cheaper because Cort et al can get away with mistreating staff and those staff don't cost as much. But the problem is the difference in resulting price doesn't reflect the difference in quality. i.e The difference between, say, a USA select Charvel or a USA made PRS and the Mexican Charvel or Cort made PRS SE isn't several hundred percent. Maybe the expensive ones are 10-25% better but simple economics means to get a 25% improvement you need to pay 5x more. But once someone is paying more they expect it to be perfect and because how much money you have isn't reflective of how good a guitarist you are, for a significant number of people paying a lot of money for a guitar they only really have looks to go on. They don't need a £3k+ guitar or a £10k guitar, but they have the money for one and the desire so they buy it and they want it to look perfect. Same as 99.999% of the people buying high performance sport cars will never explore or experience the performance of the car but they'll be able to look at the paint work and the trim - and the more they pay the more they'll expect perfection. Whereas the highly skilled guitar player would probably pick a guitar blindfolded (and I'm not talking about those buffoons on Andertons wearing blindfolds) but there aren't many highly skilled guitar players. I mean you wouldn't set up a business selling musical instruments to highly skilled players. When you set up a business selling instruments primarily you're going to get people who can't play at all and want to learn (and, often as not mum or dad are buying something and are more concerned that it doesn't cost them much because they expect Johnny or Sally to be wanting a skateboard in 2 months time and they'll never touch the guitar again) or very average guitar players with money to waste - and these people are the ones you can oversell a guitar that's bashed or got a brand name on it. The rest are average guitar players who buy an instrument based on their budget - they'll have some idea of how well an instrument feels but their playing really won't be good enough to make it worth paying £5k rather than £500 even if they do. The number of really skilled guitar players walking into your shop is going to be an insignificant percentage - not enough to form a business around. Hence why you have to fret about how the guitar looks. You ask but most people strum a few chords and do a few cliched pentatonic riffs they can't play their guitar so yeah they're looking at it. I don't know how many signature models Guthrie Govan has sold but the only ones being played to any extent are his - with a couple of exceptions. There are a few Jem players who can bash out decent copies of Vai songs but the vast majority of Jem owners may as well have bought a GRG model ibanez in terms of playability and their level - and a more significant number are the 'collectors' people who buy guitars because they think they have value as objects. Lastly, of course, in the modern day it's become pretty difficult to make a guitar that sucks. In the 80s if someone had a les paul copy or a cheap guitar they were absolutely useless instruments. Unplayable. Now it's harder to find a instrument that you can't play because of the way its manufactured. Mass produced guitars in the 21st century are light years ahead of the best instruments from 50 years ago. It's the same thing that the average people in the UK now live better than the king did in the middle ages. When it comes to the sound they make there's a bigger difference still although for electrics that are put through amps or an amp modeller and a lot of effects it becomes a bit moot. That means an even bigger proportion of your potential customer base has no reason to spend more - but it also means if they are convinced to spend more they are going to be more critical - as I say to avoid buyer's remorse - especially if he spent £2k when there's an £800 guitar that's more or less the same spec and plays more or less exactly the same - but the reality is the difference in price is simply because the only person who cares about Indonesian and Korean workers is Tom Morello. The bulk of your extra money isn't going towards making the guitar better - it's just a family in the USA or UK or Japan need to be paid more - but, yes, to make that worthwhile they will spend a bit of time and effort to make the instrument better, albeit mostly what they are doing is selling expensive guitars to wealthy people and how they look and the brand etc is more important than how they play. You look at PRS video where Paul gives one of his guitars to Lee Anderton and it's as meaningful as if Paul had handed his guitar to a chimpanzee. Lee can't play guitar. And Lee is only interested in his Les Pauls - sold entirely on his feelings. So Paul hands him a great crafted instrument (for free) and Lee is nonplussed. Well Lee is closer to your average guy who is buying a really expensive guitar than, say, Guthrie Govan is. It's mostly people who can't play instruments that buy them.
I've watched this video a few times and no doubt the customer deserves to get exactly what he or she wants, but I love the blemish it adds character sort of like the so called bear claw marks you get on some woods. Eightteen years ago we decided to get a puppy from a rescue centre, they showed us a sheep dog that nobody wanted because she had one brown eye and one blue one, this was seen as a blemish by many, we instantly fell in love with her and over the next 17 years she was the best friend and companion ever. Heart broken when she died. That knot makes it all the more real for me, makes it unique. I've no doubt you found a home for it.
Nah, I'd have lived with that, slight flaw. Would this flaw have been produced out of Gibson, Montana? Guild? Nevertheless, I'd never buy a guitar, even a perfect guitar from a CCP Pariaha, communist country. Good analysis, bad politics.
@@Calatriste54 Gibson has had it's fair share of selling over priced junk at times in history, like when they couldn't source rosewood and started with the baked maple fingerboard to look like rosewood...um if I wanted a maple fingerboard I would buy a maple fingerboard...
Just seeing this now more than two years later. I am hopeful it wound up in the hands of someone who loves it and enjoys making beautiful music with it.
Like a beauty spot on human skin, a small distinctive mark on a nice piece of wood can be seen as a blemish or an added attraction. Given the choice between two otherwise identical guitars I’d choose the one with the “beauty spot” in a heart beat. To me it gives it more character and makes it more unique
Well, you cannot swing a customers opinion if they're resolute, but I'd be extremely nervous as a retailer offering another on this flimsy basis. In fact, I would consider rejecting ordering the same guitar for that customer altogether, and probably their future business. God knows what he'd come up with next? You have more faith than me in the public! The only thing I'd change on this beauty would be swapping the inlays on the bridge for another inlay at the first fret, but that's personal taste, and done prior to ordering. Having worked professionally with a multitude of hard and softwood timbers throughout my life, it is clear and obvious all examples of the even the same wood are unique and different. It's why wood has that natural appeal. And we are not even talking about a really expensive guitar here (in the range of a new Gibson SJ200 equivalent). I just mentioned I worked with many different woods for a long time. Whenever people ever complained about knots, which as rare, my response was, "Unfortunately, trees have branches". I am very impressed with Eastman instruments, whatever the comparison to a Taylor or Gibson. They hold their own against any manufacturer, and this AC630BD is no exception. My principal concern as a musician would firstly be the the quality of tone, then the quality of manufacture. This example appears to excel in both, but goes further. I actually prefer to see knots in hardwoods, as long as they don't fall out! But this is far too small, hard and compact to ever do that. What your video HAS done however, is turned a lot of attention onto this stunning instrument which I am now anxious to try myself.
Hi Richard, As a pro guitarist, I came across Eastman a couple of years back, then an unfamiliar brand to me, played the whole price range, discovering that Eastman builds extremely high quality guitars in every price range they offer, blown away buy it. This blond ac630 is a work of art, at a ridiculously affordable price! The "knoest" at the back of the neck would not be a reason for me to reject the guitar at all! Wood is a product of nature and if you, as a guitar building company would have to sort through every pile of wood to find that piece for each part of the guitar, without any "knoesten" you'd have to have a pile that big that you can build 100 guitars with "imperfections" to be able to build 1 guitar unblemished. The price would rocket for that one guitar.... And would have to be sold at a much steeper price (6000€ and more) to compensate. It's astonishing that Eastman has build such a piece of art with only one small "knoest" at the back of the neck and offers it at such a great price! In my opinion Eastman is going places and has become a major league brand in the guitar industry.
As the satisfied owner of an Eastman, Gibson is falling rapidly behind the curve when it comes to pricing and product quality. While manufacturers are better off going up than down, data shows that, on average, 86% of consumers are willing to pay more "if" excellent products are accompanied by great customer experience. However, one should be careful not to charge too high a price as it will turn potential buyers away. Eastman is offering products with significantly better quality, for considerably less, hence value. Gibson's current focus is on branding and making the purchasing journey more enjoyable. The company firmly believes that customers will also be willing to pay for that experience. Unfortunately, by rehashing the same product (with well known design issues) simply based on "pride of ownership," creates another generation of dissatisfied customers who will vote with their wallet, as other have done in the past.
Good on you, Eastman and Pepijn for looking after the customer! Of all the music companies I’ve ever dealt with, I found Pepijn’s assistance exemplary, and I can see why you deal with them Richard. My lefty SB59v that I purchased from you is simply awesome, and easily competes with my friend’s Custom Shop Les Paul. I’d buy Eastman again in a heartbeat. As you say, the customer is right; once you see something you’re not happy with, you can’t un-see it can you? I know you’ll find a good home for the lovely thing.
i'm a player- last thing on my mind is the shine- i understand if your interested in a show piece- but me i would have taken it - played and loved it dings and all that are gonna come to it- life's too short
I grew up with two friends, identical twins - they were amazingly identical ( both beautiful girls, by the way, who became wonderful mothers ) - one of them had a birth mark, a tiny birth mark, on her neck ( ironically ) - even their closest friends could only ever distinguish them by evidence of this birth mark ....... need I say more ? - sometimes, the tiniest marks of individuality are quite simply divine ( I would have adored this " imperfection " had this been my guitar - it is its fingerprint )
The person who rejected that guitar was buying it for the WRONG reason. They obviously put more value on the look (and potentially what other people thought of the look) instead of the sound - which is why we play the guitar in the first place. I don't care who made the guitar or how much it cost, that was completely shallow.
I feel sad for that customer of yours. But I believe you'll find another guitar player that will love that guitar and embrace that beauty mark for which it is.
I understand the customer's point of view. I have been there! Seeking perfection in whatever can be like a tunnel vision goal that excludes a lot of other beautiful things, waiting and deserving appreciation, like Cindy Crawford, i love that comment. Perfection is also difficult to sustain, one ding of the headstock and calamity! The fragile concept of perfection is broken forever. A new search for perfection has to begin again. Solution is don't play it, put it in a large cigar humidifier with a revolving platter in order to appreciate the unspoilt beauty. Richard I hope to get down to your shop in the New Year please help me find my Cindy!
Unbelievable. Talk about 1st world problems. This is not a blemish, it's a feature found commonly in maple. It's a birds-eye blemish which adds personality to the guitar. To boot, it makes it unique. As a sidenote, maple of this quality will always have a few birds-eye "imperfections" which are actually sought after. Heck, RR, yes the auto brand, buys this wood for their dashboards. If you ask me, I think it was buyers remorse or a customer with a very bad case of OCD, in which case, it would explain his decision.
Naa! Just a dab of beige paint would fix it! ;) But, seriously, I can see both sides on this - and I think the point raised earlier about it only really showing up because the wood on the rest of the guitar is so free of "blemishes" is undoubtedly a factor. While I'd have accepted this beautiful guitar without complaint, the fact that you and Eastman are going the extra mile and providing a complete new build for your customer is a real credit to you both.
One of the best-best guitars i have ever played (the sound, the comfort /the perfect neck, very rounded; even the jumbo size is not a problem for me, being not a big person/; the beauty). Unfortunately,..2000$..can't handle it.
For me that would not be a problem. However; if I’m the inspector at that guitar shop, it wouldnt get past the neck department. Why?. Because of the conversations we are having right now. Don’t give the buyer ammunition to poke holes in your product. That’s eastmans fault. It may slide by some, but not others. You wouldn’t accept a mark like that on your car or shirt or your house paint , would you? Believe me ,Somebody saw that shit before it left the factory, they just thought it wouldn’t matter because of its position on the guitar... well guess what? It didn’t work ..I have Never heard a customer Ask for a guitar with wood knots in it.....good quality control eliminates all this bullshit.
I understand the customer wanting a perfect guitar but that is not the nature of wood. No two guitars are identical and personally that would not have bothered me at all. I would have just seen it as part of the unique nature of this particular guitar. Still, it is a relatively expensive guitar and I guess expectations are high when spending that sort of money. Beautiful guitar though ;)
Indeed. An interesting dilemma. I can totally understand why someone would consider it "not right", as did the Director of Eastman. We all loved it so much we just didnt consider the "other view". Never mind. The customer will however get a guitar that they consider to be right for them.
So I have an E10D with a dime size dark knot on the side of the neck. I see it as I play. Funny enough it’s one of my favorite things about the guitar. It’s a remainder of the tree it came from, a spot of natural wood in a sea of smooth gloss. That guitar just needs a different partner. BTW my E10D is the best sounding guitar I have ever owned.
A gorgeous looking and sounding guitar indeed! Personally, I’d have been delighted with it and would certainly not have returned it. I do wonder whether the purchaser will ever dare remove the replacement guitar from its case and play it, lest the slightest accidental dint or scrape reduce its flawless “perfection”.
This is a late comment... of years. That noted, I would have loved to have the guitar even more so. It gives it character..and what an awesome way to identify your guitar if it were to unfortunately go missing and be found. What ever happened to the guitar..I wonder?
Absolutely beautiful guitar! Aesthetically awesome, with a magnificent rich sound. I would NOT have rejected that guitar - it gives it personality. Beautiful piece of wood crafted by masters. The fact that it is hidden away on the back just shows that some people can be a wee bit spoilt. The argument is, you'd expect perfection for a couple of grand, but to me it is a slight blemish (which we all have) and gives it a little bit of personality. Beauty spot. It's beautiful, that's a spot! His loss.....
That guitar is BEAUTIFUL. I'd be very proud to own that one. I agree with one of the other comments. It is a beauty mark. Made even more wonderful and endearing by its imperfecitons.
Wood is a natural material, discolor imperfections are to be expected. If it had a tonal aberration, bad bracing, or bend in neck, but... really a knot in the wood🤣😂. I just special ordered an Eastman E40 00 12 fret slotted head, will get by next fall 🤗
Impeccable fit and finish and a tone to die for with what looks like a really silky smooth action. Eye candy aside (and this has it in spades) I can only dream of owning an instrument of this kind of quality. My seriously pesky OCD would not get a look in over the tiny blemish when so much is right about this gem of a guitar. It probably would not improve my playing much - at an age and stage where nothing could - but my pride of ownership would be immense.
My only thought would have been if it were a knot that could possibly be an issue down the road with it being right at the joint with the body. I would assume the builders at Eastman probably saw it and determined it would not present a structural issue and gave it a pass. Personally, I would not have rejected it, particularly if it came with a good warranty. It's a stunningly beautiful instrument and sounds great too!
I would have kept it without hesitation, however, I'd like to offer a different perspective: I own an Eastman and love it, but when I first brought it to a jam some turned their noses up at it (in ignorance) because it came from China. Eastman is doing such a great job building their guitars that those same people are starting to be more accepting, but there's still a stigma there that's yet to be fully overcome. In other words, if this had been a Gibson or Guild jumbo it may not have mattered has much to this customer, but since it's an Eastman, this customer may be seeking perfection to counter anyone judging his or her Chinese built guitar, know what I mean? If you're old enough to remember when Japanese automobiles were first introduced there was the same stigma attached to them, but of course we all know how well built and reliable most of them are and have been for years now, same thing, If Eastman continues to keep their quality high, over time Eastman will fully shed any stigma they still have with some people.
That is a good point. about him not wanting a blemish that can be made fun of for being a chinese made guitar. But unlike Japanese automobiles that had no precedent. Most chinese made guitars are garbage man. I just retu8rned an all solid mahogany wood fender paramount that is raved about online. po-220e. And sure it did sound decent. But the frets needed leveling out the box and the whole thing had jagged edges everywhere, even the body was cutting into my arm. Tha action was at 6/64ths, but still just brutal to play compared to my old Martin DX1 with same action so I returned it. It even smelled like toxic glue, not the nice spanish cedar in my martin. And I'm so shell shocked I'm not ordering anything from china without taking a fret rocker and straight edge to it. The Fender even smelled like toxic chemicals. But again, the guitars get nothing but good reviews from reviewers and commenters online. But I feel duped and feel like I should of known better. Disillusioned with the whole industry so when someone tells me to buy a chinese made yamaha or eastman. I think their either industry shills or insane.
Would much rather have an absolutely toneful and alive sounding guitar with a minor blemish than a dead sounding one that's aesthetically perfect. Takes the edge off that first bump every guitar takes too. Actually I like the "blemish", it would identify it as "my" guitar. Sounds beautiful by the way, and the materials used are exquisite. Seems to me that Eastman stuff is exceptional.
Amazed the customer rejected it on those grounds. Obviously the buyer wanted a guitar to look at and not to play, if it plays well of course. Surprised you didn't spot it Richard. Lovely guitar.
That guitar has a remarkable combination of persistent sustain that hung in there for four or five bars. Plus plenty of volume and its clear, crisp bass side which doesn't kind of overwhelm or overshadow the bright treble side of the instrument as you described like itwold with a good solid spruce top and rosewood back and sides. It's a really sweet and big sounding jumbo acoustic that is new yet once opened up sounds kind of like a vintage adirondack spruce/figured maple back and sides Gibson SJ-200. Happy playing, bro. .
The spot is just as beautiful as the whole guitar. Some people want to make music with jewelry, not instruments.
5 лет назад+3
The client has bought into the concept of a Rolls Royce of guitars. A blemish, even if minor, isn't on the spec sheet. I can see why he would be disappointed. Its the kind of thing that would prey on your mind and might ruin your enjoyment of it. Of course, the replacement may not be as beautiful, but you've done all you can, so fair play to you. You're lucky the punter will accept a replacement, as some might have walked away after a disappointment like that.
Eastman are quality 10 10 and it seems they have the same points in there customer care also , The guitar reminds me of Marilyn Monroe very beautiful with a cute spot to the left of her lip.Your a star Richard you keep it mate bravo!
Really?? That's the beauty of this guitar which makes it kinda unique! Small story: Some years ago, I bought a used ESP Edwards Explorer through ebay. The seller (a very reputable American guy living in Tokyo having a guitar shop there) had photos of that guitar with all its marks and dings and it's amazing wood grains. I fell in love and got it. Arrived exactly as was shown in the pictures and I couldn't be happier. I now own a fantastic Explorer (I always wanted one, love this shape) which although a mass produced guitar it's still unique because of its dings and marks and awesome wood grains! Anyways, different perspectives, different opinions. At the end of the day as the person who spends the money, you know better what you like and what you don't :)
well he can pay double price to the other brand then. it’s a great offer for the price and there is a lot more space for more “imperfection”, and yet it only has a tiny bit of imperfection on such a gorgeous built. He just expected way too much on this price point.
I’m absolutely backwards from other folks I guess. I would prefer the one with the “so called” flaw. That mark is the main identifier for that guitar. It’s the one thing I love about guitars and the “natural” woods used. Funny how some will pay extra for a guitar that’s been hacked up to look old…. Yes, hacked is a strong word. But you get my point. I would have purchased the one that was ordered and made just for me. That person missed out imo. To each their own. Hopefully the person that passed on that one got what they wanted in the end. Ultimately it’s the customer that needs to be satisfied.
I got a nasty ding in the back of one of my Martin acoustics. A luthier I know managed to fill it and smooth it off, but it left a dark mark, looking a bit like a knot. He offered to re do it, or not charge me. I happily paid up. He had fixed the damage and given it a little unique mark. As some have said, like a beauty spot 😊
that's a beautiful guitar,you know some people you just can't make them happy.oh btw I've been watching reviews of the 59/v and yours is the one that sold me so i found a Eastman dealer close to me it's gonna take about 6 months or longer right now i planned on buy e few guitars for my retirement anyway so i can wait.i'll get a les paul standard gold top to play until my Eastman gets home.thanks have a great day and stay safe in these crazy times.
Thanks for all your lovely videos. Personally, I think some minor irregularity adds a uniqueness and character to a guitar. So many people buy vintage guitars and cherish them simply because of the wear, the dings, scratches, etc. But to each his own. I find that guitar devastatingly beautiful and I'm not really a fan of light colored woods.
That is a beautiful guitar ! I would take it !! To me personally , I see it as a very small blemish at the back of the neck and will be unseen anyway . I just purchased a Maton Messiah model guitar , ( about $3,500 AUS ) it’s there flagship model before you go to there custom shop . I absolutely love it , it’s a beautifully crafted guitar - but - after a few days I can see - very - tiny imperfections in some places ... but I don’t care . Because , it sounds and plays amazing !!!! I dare say after a few years it will even have a few knocks ! It’s part of its character and individuality . Just my take
Wood is a natural product. Blemishes happen the same way that grain occurs by nature. Bear claw is a blemish yet people crave it on guitars. One man's blemish is another man's joy. The tone of that guitar and as a whole the beauty - someone is gonna love it.
Beautiful guitar, I don't have a problem with that mark, but I can also understand that is how the customer felt. They had a vision in their mind and certain expectations, and that perceived blemish didn't fit those expectations. I would love to own it though if I was looking for that type of guitar!
I really enjoy our reviews here....if I lived in the UK I would buy an Eastman from you....I'll take that red SS behind you... BTW that guitar is stunning!!
I'm sorry, Richard, but the customer is not always right. On occasion, the customer can be one you can do without, one who is actually a detriment to your business and the product you sell. I've been a business owner for 15 years and have had the pleasure to provide my community and customers with exceptional service. Your customer is, in my opinion, ignorant, self absorbed and generally out to lunch. You're patience and understanding is exceptional.
I completely understand the customers disappointment. If that guitar was made specifically to fulfil an order you placed with them then I think at that price point Eastman should have informed you about the blemish on the neck and given you the option of accepting it or not before it left their workshop.
I truly understand both sides, but to me that spot on the guitar would make me feel like it’s more of a one of a kind and that it’s mine. I definitely would not have rejected it. I’m in agreement that the customer isn’t always right, but in this case, like you said it’s really in the eye of the beholder.
That's amazing that was never caught in production. Inexcusable, but if you have to get rid of it, I'll take it as blemished 1/2 price with no problem. She's a beauty!
Baby/bathwater. I've said for a long time how I remember making the transition from someone who wanted new things that I wanted to keep in perfect condition. A strange incident changed the way I started looking at things. I was in the second hand section of my record shop in the 80's and saw a bunch of records that all had had one corner of the sleeve destroyed - it had been pecked off the owners parrot! But among these albums were quite a number that I had been interested to hear - they were at a knock down price so I bought several - 4 or 5 and I was so glad I did as there was nothing wrong with the vinyl - some of the albums were great - some less so but the following week I went back and bought another handful - I never regretted it. It made me focus on what was important. I have owned a few guitar from new and always hate that period of newness when you first have them - I really love them more the more worn they become - I look at the worn sound hole and the pitted frets and fingerboard and value the pleasure these guitars have given me and the times I have spent with them growing as a musician. For me - the blemish wouldn't have put me off at all. TBH - I'd rather buy a used guitar than a new one. I feel the same about books - if it is well thumbed, dog eared and has notes in the margin - it's a sign someone has really spent time with it and used it or read it - it's a good sign isn't it that the book is a good one.
i can understand the customer but i also totally understand where your coming from too! that is with out a dought one of the most beatiful guitars i have ever seen! and its birth mark just makes more unique! im going on your website right now and if its in my budget and still available i might just have to buy it!!!!!!!
I think they buyer was right to reject it of course it's absolutely gorgeous and the small knot really is something that wouldn't bother everyone. But when you're paying a premium for something what ever it maybe you expect perfection. If they buyer is anything like me he'd have thought of nothing else for six months while waiting I can only imagine to him it must have stuck out like a saw thumb. I commend you Richard was dealing with it the way you did. I really love how you run your business your customer care really can't be matched. Keep up the great work.
I'm 50 50 I work for Eastman via bourgeois guitars now owned by Eastman. They are a fabulous company building truly handmade guitars but, that blemish should have been seen and reserved for the sunburst varieties IMO. It's not an expensive guitar but not cheap either, I understand where he's coming from. It does pop out at you on the blonde version. Absolutely gorgeous guitar tho!
The customer had a valid point and I'm sure the factory would be aware that the blemish might cause a problem at the retail end. This guitar is a luxury item so there are high expectations about appearance as well as function. You are doing the right thing to offer it at a slight discount.
I would have been delighted with this guitar. Its a beautiful dream of workmanship, stunning, i would not have rejected that, its a woody imperfection in a convenient location that, in my view doesn’t retract from the guitar. It sounds gorgeous. He’s missing out imo.
I agree with the customer. For £2000 and a 6 month wait I would have expected a blonde guitar to have no knots and a different piece of wood to have been selected at the factory. Yes it may get dinged a week later after playing it, but when you dream of your perfect guitar and you see something you are not happy with it takes away the enjoyment of it. No matter how much you like the rest of it, or the sound, it is frustrating to have it arrive with a "blemish" even if it is natural. I agree with the other comment as the rest of the guitar is perfect and the blonde colour so pale, one tiny natural imperfection is very distracting. He probably feels bad for rejecting it but felt unhappy with it too (the sign of a true perfectionist). That imperfection will be all the customer sees each time he looks at it. Richard, I ordered a Faith Mercury from you in November 17 and sorry I didn't post a review but it is perfect! (you rejected the one I was going to have the day before shipment because of some file marks on the neck and got another within 24 hours so it still arrived on time) so I would definitely order from you again because the quality control you do and the setup is excellent. I am sure any other shop would have sold the original one with the marks on it. The setup alone is a reason to buy a guitar from yourself rather than from any other shop even if risking a blind internet order there is the safety of your attention to detail that other shops don't offer.
Now this is only my opinion but whoever rejected that guitar for that reason dosent deserve that gorgeous work of art. What i wouldn't give to have the money to buy that. I am sure you will have no problem selling it .You Are A Very Patient Man & A True Believer In the Customer Is Always Right Which In Reality Is true Though But Not Always Makes Sense lol
I'm torn on this. Part of me is with the customer 100 percent and on the other hand my heart takes over and I'm looking at it from the "what are they thinking" point of view. In fairness I have to say that I am supportive of the customer. When they spend that sort of cash, in their mind they have an idea of the finished product that they hope to receive. There's no doubting the sound of the guitar as it's quite stunning, but from an aesthetic point of view the knot is something that could/should have been considered when manufacturing the guitar. It may seem trivial but it does somewhat detract from the overall finish of the guitar. I'd also consider that "blemishes" like that, might be something that could potentially affect resale value. On the other hand if I had received the guitar myself I think I'd have been sufficiently blown away by the sound that I would have had no issue in persevering with the knot. Having said that it could be like having a favourite shirt that you spill a tiny drop of something on to. Once you know that mark is there, it's something you can't take your eye off of. But..... It is still stunningly good.
I recently bought an inexpensive new guitar that was damaged in shipping. It had a ding about that size in the finish. Being a brand new instrument at full price the ding was not acceptable. This is different. It’s a small variation in the wood and I would have no problem accepting it. A lovely guitar.
I mean, it is a small mark, but if it's that expensive then I completely understand. If it was cheaper, that'd be a bit of a stretch, but if it's literally being made for the customer, as you said, then it shouldn't have got to you or they should've checked with the customer to see if that's OK. That's my view anyway.
Yep stunning looking guitar I have an Eastman (different model) it’s stunning to look at and perfect fit and finish and blemish free. In my opinion Eastman need to review their bracing design and voicing of these beautiful instruments . I believe they could achieve better balance and focus between bass and treble and note separation . I believe their bracing is a tad too light and scalloped leading to unwanted overtones and bad frequencies. Reign it in a bit Eastman and your sound will match your build quality. Sometimes less is more.
Glad to hear you say that. I keep hearing what great value Eastmans are, and certainly they are handsome instruments, but I've never been excited by their sound. There's a guy who has an Eastman at an open mic that I go to, and every time he gets up to play, I think, That's a good looking guitar. Then, when he strums it, I think the same thing: That's a good looking guitar.
I guess it depends on point of view. I bought both an Eastman E40OM for the overtones. The overtones are so prominent that the tuner has trouble differentiating, but love those overtones sounding like a symphony.
@@VikingPadre I'm not sure if this is what you were hearing but some Eastmans have the strings so low that they fret out when strummed hard, which is typical at open mic situations. For open mics they need a bluegrass settup. With low strings, play them gently in a quiet setting and they just sing.
Gorgeous guitar for sure. I feel the same way you do about wood having imperfections sometimes. The question becomes can the customer accept this imperfection and in this case I guess he can't. Another factor that maybe customers think about as well is the price of the instrument. If a customer pays a higher price for a really great instrument they would have a tendency to expect it to be flawless. I personally could live with this minor difference because it certainly doesn't affect the sound any or how it feels. I would be curious to know how much this guitar sells for because it really is stunning and sounds awesome. Good work on the video.
Thank you all so much for your comments! Wow over 80 in just hours since I posted last night - thank you. Following the outpouring of love for this guitar I thought I would set up a voucher code for anyone wanting this beautiful guitar.
Voucher code : LOVEMYWART
This will give you 10% off. The voucher can only be used once against this specific guitar so if the voucher code doesn't work chances are its gone to someone else.
I have had several enquiries for the guitar so I know it will find a loving home.... If I could keep her I would. Hey ho...
This link I believe will automatically apply the code for you...
rguitars.co.uk/discount/LOVEMYWART?redirect=%2Fproducts%2Feastman-ac630-bd-inc-100-professional-setup-added-value
Clearly I'm tardy to this party discussion, but I just have to comment that I would have rejected it too. Wait six months in anticipation for a $2500 guitar (guess price), I would have been pretty let down too. Someone buys in your shop they see that flaw, and I do call that a flaw even if being purely cosmetic as it's just too obvious to ignore, and they either accept it or negotiate for a price consideration, but waiting ...AHH!
Six months suggest that Eastman had no back stock and had to add that into their making mix. That is kinda their flagship acoustic right, so I'm surprised that QC didn't squelch that early on like at wood selection.
I own an Eastman T58V electric hollowbody and am quite happy with it, great tone and look. Being a solid wood hand carved archtop with a vintage finish is quite different from high gloss nitrocellulose and does evince a certain roughness or unevenness that's acceptable as 'aged'. But having said that ...
I still see minor 'flaws' in the making that while don't affect playabillity are none the less curious to me.
Well I hope your customer is happy anyway, oh - did he get his replacement yet I wonder?
It's a beauty spot, I bet your soppy customer wouldn't have turned down Cindy Crawford....
Stunning guitar, the beauty spot reminds me of Cindy Crawford, I wouldn’t reject either of them!
I'd take the guitar over her at this point.
oh ! i was thinking the same. Hi five !
cindy crawford? eww yuk,shes ugly as fuck.
Actually, good comparison, Cindy was actually rejected at several agencies when she was young because of her beauty mark! Call the guitar Cindy!!!
@@bigmike9527 Different folks, different strokes I get that. But seriously, I can't imagine any red-blooded man would of kicked her out of bed in her prime...
I worked for a premier acoustic guitar manufacturer in the USA, and one of my roles was selecting different species of wood for custom and high end guitars. It's extremely difficult to obtain perfect wood, especially this day and age. But, If the customer doesn't like it because of this minor blemish, that's fine he doesn't have to buy it,. The problem is, the next guitar may not sound , or, play as well as the original, and to me it sounds fantastic. There are many other things to consider when buying a guitar, more than just cosmetic issues. No guitar is perfect. I call it character and individuality! Do we sit and look at guitars, or, do we play and listen to them? People now pay lots of money for relic and distressed new guitars, with manufactured dings and blemishes. It's very subjective and obviously a personal preference. But remember, every guitar is different.
TBH the irony here is that some of the most overpriced and hyped guitars are the bashed and battered ones Fender et al have realised they can dupe idiots out of tens of thousands to buy - so, yeah for a substantial chunk of the market looks do matter (although not necessarily good looks) - And you'll note that brands know that bright pretty colours attract people on a low or no budget. Obvious example here is that the AZ premiums tend to look pretty (or at least stand out more) than the finishes on the AZ prestige. But there's an obvious quality difference between them that makes the prestige the better instrument. The prestige is the better guitar to play. But Ibanez know that people will buy the premium and rationalise that the colour is nicer - people who buy cheaper things need to kid themselves they have a better deal than the expensive one. Same as people who buy an expensive item need to make sure that buyers remorse doesn't kick in - so they need to know it's better than the budget model. A blemish is going to stick out more.
You often see people commenting on this perhaps not realising that the garish bright finish is there because it's being sold on looks. Even Vai, who has a lot of garish Jems has tended to find one that he really likes to play and it's a plain white - that should tell you that even the most egocentric, showman virtuoso guitarist cares about playability over looks. But most Jems are sold to people who care about the looks - and the audience is wowed when Vai does one song with some fancy pants garish Jem model.
The other side of the coin is how much you're paying. The trouble is making a guitar in some parts of the world is significantly cheaper because Cort et al can get away with mistreating staff and those staff don't cost as much. But the problem is the difference in resulting price doesn't reflect the difference in quality. i.e The difference between, say, a USA select Charvel or a USA made PRS and the Mexican Charvel or Cort made PRS SE isn't several hundred percent. Maybe the expensive ones are 10-25% better but simple economics means to get a 25% improvement you need to pay 5x more. But once someone is paying more they expect it to be perfect and because how much money you have isn't reflective of how good a guitarist you are, for a significant number of people paying a lot of money for a guitar they only really have looks to go on. They don't need a £3k+ guitar or a £10k guitar, but they have the money for one and the desire so they buy it and they want it to look perfect.
Same as 99.999% of the people buying high performance sport cars will never explore or experience the performance of the car but they'll be able to look at the paint work and the trim - and the more they pay the more they'll expect perfection. Whereas the highly skilled guitar player would probably pick a guitar blindfolded (and I'm not talking about those buffoons on Andertons wearing blindfolds) but there aren't many highly skilled guitar players. I mean you wouldn't set up a business selling musical instruments to highly skilled players. When you set up a business selling instruments primarily you're going to get people who can't play at all and want to learn (and, often as not mum or dad are buying something and are more concerned that it doesn't cost them much because they expect Johnny or Sally to be wanting a skateboard in 2 months time and they'll never touch the guitar again) or very average guitar players with money to waste - and these people are the ones you can oversell a guitar that's bashed or got a brand name on it. The rest are average guitar players who buy an instrument based on their budget - they'll have some idea of how well an instrument feels but their playing really won't be good enough to make it worth paying £5k rather than £500 even if they do. The number of really skilled guitar players walking into your shop is going to be an insignificant percentage - not enough to form a business around. Hence why you have to fret about how the guitar looks. You ask but most people strum a few chords and do a few cliched pentatonic riffs they can't play their guitar so yeah they're looking at it. I don't know how many signature models Guthrie Govan has sold but the only ones being played to any extent are his - with a couple of exceptions. There are a few Jem players who can bash out decent copies of Vai songs but the vast majority of Jem owners may as well have bought a GRG model ibanez in terms of playability and their level - and a more significant number are the 'collectors' people who buy guitars because they think they have value as objects.
Lastly, of course, in the modern day it's become pretty difficult to make a guitar that sucks. In the 80s if someone had a les paul copy or a cheap guitar they were absolutely useless instruments. Unplayable. Now it's harder to find a instrument that you can't play because of the way its manufactured. Mass produced guitars in the 21st century are light years ahead of the best instruments from 50 years ago. It's the same thing that the average people in the UK now live better than the king did in the middle ages. When it comes to the sound they make there's a bigger difference still although for electrics that are put through amps or an amp modeller and a lot of effects it becomes a bit moot. That means an even bigger proportion of your potential customer base has no reason to spend more - but it also means if they are convinced to spend more they are going to be more critical - as I say to avoid buyer's remorse - especially if he spent £2k when there's an £800 guitar that's more or less the same spec and plays more or less exactly the same - but the reality is the difference in price is simply because the only person who cares about Indonesian and Korean workers is Tom Morello. The bulk of your extra money isn't going towards making the guitar better - it's just a family in the USA or UK or Japan need to be paid more - but, yes, to make that worthwhile they will spend a bit of time and effort to make the instrument better, albeit mostly what they are doing is selling expensive guitars to wealthy people and how they look and the brand etc is more important than how they play. You look at PRS video where Paul gives one of his guitars to Lee Anderton and it's as meaningful as if Paul had handed his guitar to a chimpanzee. Lee can't play guitar. And Lee is only interested in his Les Pauls - sold entirely on his feelings. So Paul hands him a great crafted instrument (for free) and Lee is nonplussed. Well Lee is closer to your average guy who is buying a really expensive guitar than, say, Guthrie Govan is. It's mostly people who can't play instruments that buy them.
Yeah, Bravo Pete.
I've watched this video a few times and no doubt the customer deserves to get exactly what he or she wants, but I love the blemish it adds character sort of like the so called bear claw marks you get on some woods. Eightteen years ago we decided to get a puppy from a rescue centre, they showed us a sheep dog that nobody wanted because she had one brown eye and one blue one, this was seen as a blemish by many, we instantly fell in love with her and over the next 17 years she was the best friend and companion ever.
Heart broken when she died. That knot makes it all the more real for me, makes it unique. I've no doubt you found a home for it.
That’s a ridiculous reason to reject a guitar. Wood had blemishes, he should buy a fibreglass guitar.
Nah, I'd have lived with that, slight flaw. Would this flaw have been produced out of Gibson, Montana? Guild? Nevertheless, I'd never buy a guitar, even a perfect guitar from a CCP Pariaha, communist country. Good analysis, bad politics.
@@Calatriste54 Gibson has had it's fair share of selling over priced junk at times in history, like when they couldn't source rosewood and started with the baked maple fingerboard to look like rosewood...um if I wanted a maple fingerboard I would buy a maple fingerboard...
Just seeing this now more than two years later. I am hopeful it wound up in the hands of someone who loves it and enjoys making beautiful music with it.
I like character marks on my guitars. Things I can see and know it’s mine.
Like a beauty spot on human skin, a small distinctive mark on a nice piece of wood can be seen as a blemish or an added attraction. Given the choice between two otherwise identical guitars I’d choose the one with the “beauty spot” in a heart beat. To me it gives it more character and makes it more unique
Well, you cannot swing a customers opinion if they're resolute, but I'd be extremely nervous as a retailer offering another on this flimsy basis. In fact, I would consider rejecting ordering the same guitar for that customer altogether, and probably their future business. God knows what he'd come up with next? You have more faith than me in the public!
The only thing I'd change on this beauty would be swapping the inlays on the bridge for another inlay at the first fret, but that's personal taste, and done prior to ordering.
Having worked professionally with a multitude of hard and softwood timbers throughout my life, it is clear and obvious all examples of the even the same wood are unique and different. It's why wood has that natural appeal. And we are not even talking about a really expensive guitar here (in the range of a new Gibson SJ200 equivalent).
I just mentioned I worked with many different woods for a long time. Whenever people ever complained about knots, which as rare, my response was,
"Unfortunately, trees have branches".
I am very impressed with Eastman instruments, whatever the comparison to a Taylor or Gibson. They hold their own against any manufacturer, and this AC630BD is no exception. My principal concern as a musician would firstly be the the quality of tone, then the quality of manufacture.
This example appears to excel in both, but goes further. I actually prefer to see knots in hardwoods, as long as they don't fall out! But this is far too small, hard and compact to ever do that.
What your video HAS done however, is turned a lot of attention onto this stunning instrument which I am now anxious to try myself.
Hi Richard,
As a pro guitarist, I came across Eastman a couple of years back, then an unfamiliar brand to me, played the whole price range, discovering that Eastman builds extremely high quality guitars in every price range they offer, blown away buy it.
This blond ac630 is a work of art, at a ridiculously affordable price!
The "knoest" at the back of the neck would not be a reason for me to reject the guitar at all!
Wood is a product of nature and if you, as a guitar building company would have to sort through every pile of wood to find that piece for each part of the guitar, without any "knoesten" you'd have to have a pile that big that you can build 100 guitars with "imperfections" to be able to build 1 guitar unblemished.
The price would rocket for that one guitar.... And would have to be sold at a much steeper price (6000€ and more) to compensate.
It's astonishing that Eastman has build such a piece of art with only one small "knoest" at the back of the neck and offers it at such a great price!
In my opinion Eastman is going places and has become a major league brand in the guitar industry.
As the satisfied owner of an Eastman, Gibson is falling rapidly behind the curve when it comes to pricing and product quality. While manufacturers are better off going up than down, data shows that, on average, 86% of consumers are willing to pay more "if" excellent products are accompanied by great customer experience. However, one should be careful not to charge too high a price as it will turn potential buyers away. Eastman is offering products with significantly better quality, for considerably less, hence value.
Gibson's current focus is on branding and making the purchasing journey more enjoyable. The company firmly believes that customers will also be willing to pay for that experience. Unfortunately, by rehashing the same product (with well known design issues) simply based on "pride of ownership," creates another generation of dissatisfied customers who will vote with their wallet, as other have done in the past.
It’s a knot ! Wood has knots. Sack the customer!
@Sylvester McArthur You clearly have no idea what you are talking about.
Reminds me of the Seinfeld Cashmire sweater episode, wherethe sweater was coveted till everyone eventuall noticed the red dot on it !
😀
LOL more though tha t Elaine realised George got it on the cheap as a result of the red dot
Good on you, Eastman and Pepijn for looking after the customer! Of all the music companies I’ve ever dealt with, I found Pepijn’s assistance exemplary, and I can see why you deal with them Richard. My lefty SB59v that I purchased from you is simply awesome, and easily competes with my friend’s Custom Shop Les Paul. I’d buy Eastman again in a heartbeat.
As you say, the customer is right; once you see something you’re not happy with, you can’t un-see it can you? I know you’ll find a good home for the lovely thing.
The knot is paintstakingly added by nature and as such is a bonus and makes it more real
i'm a player- last thing on my mind is the shine- i understand if your interested in a show piece- but me i would have taken it - played and loved it dings and all that are gonna come to it- life's too short
I grew up with two friends, identical twins - they were amazingly identical ( both beautiful girls, by the way, who became wonderful mothers ) - one of them had a birth mark, a tiny birth mark, on her neck ( ironically ) - even their closest friends could only ever distinguish them by evidence of this birth mark ....... need I say more ? - sometimes, the tiniest marks of individuality are quite simply divine ( I would have adored this " imperfection " had this been my guitar - it is its fingerprint )
Also an identifing mark if it were stolen etc
The person who rejected that guitar was buying it for the WRONG reason. They obviously put more value on the look (and potentially what other people thought of the look) instead of the sound - which is why we play the guitar in the first place. I don't care who made the guitar or how much it cost, that was completely shallow.
I agree with the customer....QC should have rejected the neck before the neck was glued to the body.
Hat off to you Richard!! that's a fantastic attitude to have, personally I would be more interested in playability and tone than a silly little spot.
Its called a beauty spot.
I feel sad for that customer of yours. But I believe you'll find another guitar player that will love that guitar and embrace that beauty mark for which it is.
Seems like a real treat to play, sounds fantastic, looks fantastic. Personally, I think the 'blemish' adds character.
I’ll take it wart and all. Looks like a tiny knot in the wood. Blinded by the bling
I understand the customer's point of view. I have been there! Seeking perfection in whatever can be like a tunnel vision goal that excludes a lot of other beautiful things, waiting and deserving appreciation, like Cindy Crawford, i love that comment. Perfection is also difficult to sustain, one ding of the headstock and calamity! The fragile concept of perfection is broken forever. A new search for perfection has to begin again. Solution is don't play it, put it in a large cigar humidifier with a revolving platter in order to appreciate the unspoilt beauty. Richard I hope to get down to your shop in the New Year please help me find my Cindy!
Your love and passion for the instrument shines through. I'd trust you with my next guitar.
That gives it character and identity
the guitar "blemish" would help identify the guitar should it be stolen..
Truth be told, that “wart” just makes that guitar a one of piece. I’d love to have one.
Unbelievable. Talk about 1st world problems. This is not a blemish, it's a feature found commonly in maple. It's a birds-eye blemish which adds personality to the guitar. To boot, it makes it unique. As a sidenote, maple of this quality will always have a few birds-eye "imperfections" which are actually sought after. Heck, RR, yes the auto brand, buys this wood for their dashboards. If you ask me, I think it was buyers remorse or a customer with a very bad case of OCD, in which case, it would explain his decision.
Naa! Just a dab of beige paint would fix it! ;) But, seriously, I can see both sides on this - and I think the point raised earlier about it only really showing up because the wood on the rest of the guitar is so free of "blemishes" is undoubtedly a factor. While I'd have accepted this beautiful guitar without complaint, the fact that you and Eastman are going the extra mile and providing a complete new build for your customer is a real credit to you both.
I have No Problem with It. I'll take it. How much was it?. I've had two guitars SJ-200. And that one sounds better than both of them.
One of the best-best guitars i have ever played (the sound, the comfort /the perfect neck, very rounded; even the jumbo size is not a problem for me, being not a big person/; the beauty). Unfortunately,..2000$..can't handle it.
For me that would not be a problem. However; if I’m the inspector at that guitar shop, it wouldnt get past the neck department. Why?. Because of the conversations we are having right now. Don’t give the buyer ammunition to poke holes in your product. That’s eastmans fault. It may slide by some, but not others. You wouldn’t accept a mark like that on your car or shirt or your house paint , would you? Believe me ,Somebody saw that shit before it left the factory, they just thought it wouldn’t matter because of its position on the guitar... well guess what? It didn’t work ..I have Never heard a customer Ask for a guitar with wood knots in it.....good quality control eliminates all this bullshit.
I understand the customer wanting a perfect guitar but that is not the nature of wood. No two guitars are identical and personally that would not have bothered me at all. I would have just seen it as part of the unique nature of this particular guitar. Still, it is a relatively expensive guitar and I guess expectations are high when spending that sort of money. Beautiful guitar though ;)
Indeed. An interesting dilemma. I can totally understand why someone would consider it "not right", as did the Director of Eastman. We all loved it so much we just didnt consider the "other view". Never mind. The customer will however get a guitar that they consider to be right for them.
If it is not a bump or hole or some sort of texture I would accept it as part of the wood. The guitar sounds amazing. You will find a buyer.
So I have an E10D with a dime size dark knot on the side of the neck. I see it as I play. Funny enough it’s one of my favorite things about the guitar. It’s a remainder of the tree it came from, a spot of natural wood in a sea of smooth gloss. That guitar just needs a different partner. BTW my E10D is the best sounding guitar I have ever owned.
Much appreciate your channel Richard. Fantastic knowledge.
That's what you call a birth mark, and should be embraced as something that gives it individualism from others, that's always a good thing.
A gorgeous looking and sounding guitar indeed! Personally, I’d have been delighted with it and would certainly not have returned it. I do wonder whether the purchaser will ever dare remove the replacement guitar from its case and play it, lest the slightest accidental dint or scrape reduce its flawless “perfection”.
This is a late comment... of years. That noted, I would have loved to have the guitar even more so. It gives it character..and what an awesome way to identify your guitar if it were to unfortunately go missing and be found. What ever happened to the guitar..I wonder?
Absolutely beautiful guitar! Aesthetically awesome, with a magnificent rich sound. I would NOT have rejected that guitar - it gives it personality. Beautiful piece of wood crafted by masters. The fact that it is hidden away on the back just shows that some people can be a wee bit spoilt. The argument is, you'd expect perfection for a couple of grand, but to me it is a slight blemish (which we all have) and gives it a little bit of personality. Beauty spot. It's beautiful, that's a spot! His loss.....
That guitar is BEAUTIFUL. I'd be very proud to own that one. I agree with one of the other comments. It is a beauty mark. Made even more wonderful and endearing by its imperfecitons.
Wood is a natural material, discolor imperfections are to be expected. If it had a tonal aberration, bad bracing, or bend in neck, but... really a knot in the wood🤣😂. I just special ordered an Eastman E40 00 12 fret slotted head, will get by next fall 🤗
I'm definitely keeping my eye on these, I think I want one.
I would not have rejected it, like you said it's wood. That little spot gives it character, makes it unique to that Guitar.
Impeccable fit and finish and a tone to die for with what looks like a really silky smooth action. Eye candy aside (and this has it in spades) I can only dream of owning an instrument of this kind of quality. My seriously pesky OCD would not get a look in over the tiny blemish when so much is right about this gem of a guitar. It probably would not improve my playing much - at an age and stage where nothing could - but my pride of ownership would be immense.
My only thought would have been if it were a knot that could possibly be an issue down the road with it being right at the joint with the body. I would assume the builders at Eastman probably saw it and determined it would not present a structural issue and gave it a pass. Personally, I would not have rejected it, particularly if it came with a good warranty. It's a stunningly beautiful instrument and sounds great too!
This defect area will likely be stronger than not (NPI).
I would have kept it without hesitation, however, I'd like to offer a different perspective:
I own an Eastman and love it, but when I first brought it to a jam some turned their noses up at it (in ignorance) because it came from China. Eastman is doing such a great job building their guitars that those same people are starting to be more accepting, but there's still a stigma there that's yet to be fully overcome. In other words, if this had been a Gibson or Guild jumbo it may not have mattered has much to this customer, but since it's an Eastman, this customer may be seeking perfection to counter anyone judging his or her Chinese built guitar, know what I mean?
If you're old enough to remember when Japanese automobiles were first introduced there was the same stigma attached to them, but of course we all know how well built and reliable most of them are and have been for years now, same thing, If Eastman continues to keep their quality high, over time Eastman will fully shed any stigma they still have with some people.
That is a good point. about him not wanting a blemish that can be made fun of for being a chinese made guitar. But unlike Japanese automobiles that had no precedent. Most chinese made guitars are garbage man. I just retu8rned an all solid mahogany wood fender paramount that is raved about online. po-220e. And sure it did sound decent. But the frets needed leveling out the box and the whole thing had jagged edges everywhere, even the body was cutting into my arm. Tha action was at 6/64ths, but still just brutal to play compared to my old Martin DX1 with same action so I returned it. It even smelled like toxic glue, not the nice spanish cedar in my martin. And I'm so shell shocked I'm not ordering anything from china without taking a fret rocker and straight edge to it. The Fender even smelled like toxic chemicals. But again, the guitars get nothing but good reviews from reviewers and commenters online. But I feel duped and feel like I should of known better. Disillusioned with the whole industry so when someone tells me to buy a chinese made yamaha or eastman. I think their either industry shills or insane.
Would much rather have an absolutely toneful and alive sounding guitar with a minor blemish than a dead sounding one that's aesthetically perfect. Takes the edge off that first bump every guitar takes too. Actually I like the "blemish", it would identify it as "my" guitar.
Sounds beautiful by the way, and the materials used are exquisite. Seems to me that Eastman stuff is exceptional.
Amazed the customer rejected it on those grounds. Obviously the buyer wanted a guitar to look at and not to play, if it plays well of course. Surprised you didn't spot it Richard. Lovely guitar.
I think it makes it more valuable.. perfect in its imperfections, like all of us.❤
That guitar has a remarkable combination of persistent sustain that hung in there for four or five bars. Plus plenty of volume and its clear, crisp bass side which doesn't kind of overwhelm or overshadow the bright treble side of the instrument as you described like itwold with a good solid spruce top and rosewood back and sides. It's a really sweet and big sounding jumbo acoustic that is new yet once opened up sounds kind of like a vintage adirondack spruce/figured maple back and sides Gibson SJ-200. Happy playing, bro. .
The spot is just as beautiful as the whole guitar. Some people want to make music with jewelry, not instruments.
The client has bought into the concept of a Rolls Royce of guitars. A blemish, even if minor, isn't on the spec sheet. I can see why he would be disappointed. Its the kind of thing that would prey on your mind and might ruin your enjoyment of it.
Of course, the replacement may not be as beautiful, but you've done all you can, so fair play to you.
You're lucky the punter will accept a replacement, as some might have walked away after a disappointment like that.
Eastman are quality 10 10 and it seems they have the same points in there customer care also , The guitar reminds me of Marilyn Monroe very beautiful with a cute spot to the left of her lip.Your a star Richard you keep it mate bravo!
Really?? That's the beauty of this guitar which makes it kinda unique! Small story: Some years ago, I bought a used ESP Edwards Explorer through ebay. The seller (a very reputable American guy living in Tokyo having a guitar shop there) had photos of that guitar with all its marks and dings and it's amazing wood grains. I fell in love and got it. Arrived exactly as was shown in the pictures and I couldn't be happier. I now own a fantastic Explorer (I always wanted one, love this shape) which although a mass produced guitar it's still unique because of its dings and marks and awesome wood grains! Anyways, different perspectives, different opinions. At the end of the day as the person who spends the money, you know better what you like and what you don't :)
Stunning guitar !!! the wart certainly would not put me off. LOVEMYWART...
well he can pay double price to the other brand then. it’s a great offer for the price and there is a lot more space for more “imperfection”, and yet it only has a tiny bit of imperfection on such a gorgeous built. He just expected way too much on this price point.
What if the replacement doesnt play/feel or sound as good as this one, because surely its those things that make them perfect.
I’m absolutely backwards from other folks I guess. I would prefer the one with the “so called” flaw. That mark is the main identifier for that guitar. It’s the one thing I love about guitars and the “natural” woods used. Funny how some will pay extra for a guitar that’s been hacked up to look old…. Yes, hacked is a strong word. But you get my point.
I would have purchased the one that was ordered and made just for me. That person missed out imo. To each their own. Hopefully the person that passed on that one got what they wanted in the end. Ultimately it’s the customer that needs to be satisfied.
I think it sounds amazing and great price.
Put the STRAP BUTTON on the wart! Insane.
That's exactly what I said . Because that's exactly where the button's supposed to be.
I got a nasty ding in the back of one of my Martin acoustics. A luthier I know managed to fill it and smooth it off, but it left a dark mark, looking a bit like a knot. He offered to re do it, or not charge me. I happily paid up. He had fixed the damage and given it a little unique mark. As some have said, like a beauty spot 😊
to my eyes thats a work of art warts an all
that's a beautiful guitar,you know some people you just can't make them happy.oh btw I've been watching reviews of the 59/v and yours is the one that sold me so i found a Eastman dealer close to me it's gonna take about 6 months or longer right now i planned on buy e few guitars for my retirement anyway so i can wait.i'll get a les paul standard gold top to play until my Eastman gets home.thanks have a great day and stay safe in these crazy times.
Thanks for all your lovely videos. Personally, I think some minor irregularity adds a uniqueness and character to a guitar. So many people buy vintage guitars and cherish them simply because of the wear, the dings, scratches, etc. But to each his own. I find that guitar devastatingly beautiful and I'm not really a fan of light colored woods.
That is a beautiful guitar ! I would take it !! To me personally , I see it as a very small blemish at the back of the neck and will be unseen anyway . I just purchased a Maton Messiah model guitar , ( about $3,500 AUS ) it’s there flagship model before you go to there custom shop . I absolutely love it , it’s a beautifully crafted guitar - but - after a few days I can see - very - tiny imperfections in some places ... but I don’t care . Because , it sounds and plays amazing !!!! I dare say after a few years it will even have a few knocks ! It’s part of its character and individuality . Just my take
Wood is a natural product.
Blemishes happen the same way that grain occurs by nature.
Bear claw is a blemish yet people crave it on guitars.
One man's blemish is another man's joy.
The tone of that guitar and as a whole the beauty - someone is gonna love it.
Beautiful guitar, I don't have a problem with that mark, but I can also understand that is how the customer felt. They had a vision in their mind and certain expectations, and that perceived blemish didn't fit those expectations.
I would love to own it though if I was looking for that type of guitar!
Poor guitar! I'd happily give that beauty a new home
It is imperfect but I’d still consider buying it. Seriously. I will check things out in detail & be in touch. That sound .....!
I really enjoy our reviews here....if I lived in the UK I would buy an Eastman from you....I'll take that red SS behind you... BTW that guitar is stunning!!
I'm sorry, Richard, but the customer is not always right. On occasion, the customer can be one you can do without, one who is actually a detriment to your business and the product you sell. I've been a business owner for 15 years and have had the pleasure to provide my community and customers with exceptional service. Your customer is, in my opinion, ignorant, self absorbed and generally out to lunch. You're patience and understanding is exceptional.
Walked into a music shop for the first time in years. Played some of these Eastman guitars. Was very impressed.
I completely understand the customers disappointment. If that guitar was made specifically to fulfil an order you placed with them then I think at that price point Eastman should have informed you about the blemish on the neck and given you the option of accepting it or not before it left their workshop.
I truly understand both sides, but to me that spot on the guitar would make me feel like it’s more of a one of a kind and that it’s mine. I definitely would not have rejected it. I’m in agreement that the customer isn’t always right, but in this case, like you said it’s really in the eye of the beholder.
It would not bother me at all. In fact, its "imperfection" is like a beauty mark. Gorgeous guitar. Someone will see it's unique beauty.
That's amazing that was never caught in production. Inexcusable, but if you have to get rid of it, I'll take it as blemished 1/2 price with no problem. She's a beauty!
I don't think I would have turned it down love the guitar !!!!!!!
I thinks it’s a beautiful guitar
Baby/bathwater. I've said for a long time how I remember making the transition from someone who wanted new things that I wanted to keep in perfect condition. A strange incident changed the way I started looking at things. I was in the second hand section of my record shop in the 80's and saw a bunch of records that all had had one corner of the sleeve destroyed - it had been pecked off the owners parrot! But among these albums were quite a number that I had been interested to hear - they were at a knock down price so I bought several - 4 or 5 and I was so glad I did as there was nothing wrong with the vinyl - some of the albums were great - some less so but the following week I went back and bought another handful - I never regretted it. It made me focus on what was important. I have owned a few guitar from new and always hate that period of newness when you first have them - I really love them more the more worn they become - I look at the worn sound hole and the pitted frets and fingerboard and value the pleasure these guitars have given me and the times I have spent with them growing as a musician. For me - the blemish wouldn't have put me off at all. TBH - I'd rather buy a used guitar than a new one. I feel the same about books - if it is well thumbed, dog eared and has notes in the margin - it's a sign someone has really spent time with it and used it or read it - it's a good sign isn't it that the book is a good one.
i can understand the customer but i also totally understand where your coming from too! that is with out a dought one of the most beatiful guitars i have ever seen! and its birth mark just makes more unique! im going on your website right now and if its in my budget and still available i might just have to buy it!!!!!!!
I think they buyer was right to reject it of course it's absolutely gorgeous and the small knot really is something that wouldn't bother everyone. But when you're paying a premium for something what ever it maybe you expect perfection. If they buyer is anything like me he'd have thought of nothing else for six months while waiting I can only imagine to him it must have stuck out like a saw thumb. I commend you Richard was dealing with it the way you did. I really love how you run your business your customer care really can't be matched. Keep up the great work.
I'm 50 50 I work for Eastman via bourgeois guitars now owned by Eastman. They are a fabulous company building truly handmade guitars but, that blemish should have been seen and reserved for the sunburst varieties IMO. It's not an expensive guitar but not cheap either, I understand where he's coming from. It does pop out at you on the blonde version. Absolutely gorgeous guitar tho!
The customer had a valid point and I'm sure the factory would be aware that the blemish might cause a problem at the retail end. This guitar is a luxury item so there are high expectations about appearance as well as function. You are doing the right thing to offer it at a slight discount.
I would have been delighted with this guitar. Its a beautiful dream of workmanship, stunning, i would not have rejected that, its a woody imperfection in a convenient location that, in my view doesn’t retract from the guitar. It sounds gorgeous. He’s missing out imo.
It's a nice.guitar. Regardless of the the mark .nothing to worry about. Beautiful looking instrument which sounds great 👍
I agree with the customer. For £2000 and a 6 month wait I would have expected a blonde guitar to have no knots and a different piece of wood to have been selected at the factory. Yes it may get dinged a week later after playing it, but when you dream of your perfect guitar and you see something you are not happy with it takes away the enjoyment of it. No matter how much you like the rest of it, or the sound, it is frustrating to have it arrive with a "blemish" even if it is natural. I agree with the other comment as the rest of the guitar is perfect and the blonde colour so pale, one tiny natural imperfection is very distracting. He probably feels bad for rejecting it but felt unhappy with it too (the sign of a true perfectionist). That imperfection will be all the customer sees each time he looks at it.
Richard, I ordered a Faith Mercury from you in November 17 and sorry I didn't post a review but it is perfect! (you rejected the one I was going to have the day before shipment because of some file marks on the neck and got another within 24 hours so it still arrived on time) so I would definitely order from you again because the quality control you do and the setup is excellent. I am sure any other shop would have sold the original one with the marks on it. The setup alone is a reason to buy a guitar from yourself rather than from any other shop even if risking a blind internet order there is the safety of your attention to detail that other shops don't offer.
I forgive you.
Great job capturing the flame...
Now this is only my opinion but whoever rejected that guitar for that reason dosent deserve that gorgeous work of art. What i wouldn't give to have the money to buy that. I am sure you will have no problem selling it .You Are A Very Patient Man & A True Believer In the Customer Is Always Right Which In Reality Is true Though But Not Always Makes Sense lol
Piece of art. I wouldn't refuse. Beautiful guitar
I'm torn on this. Part of me is with the customer 100 percent and on the other hand my heart takes over and I'm looking at it from the "what are they thinking" point of view.
In fairness I have to say that I am supportive of the customer. When they spend that sort of cash, in their mind they have an idea of the finished product that they hope to receive. There's no doubting the sound of the guitar as it's quite stunning, but from an aesthetic point of view the knot is something that could/should have been considered when manufacturing the guitar. It may seem trivial but it does somewhat detract from the overall finish of the guitar. I'd also consider that "blemishes" like that, might be something that could potentially affect resale value.
On the other hand if I had received the guitar myself I think I'd have been sufficiently blown away by the sound that I would have had no issue in persevering with the knot. Having said that it could be like having a favourite shirt that you spill a tiny drop of something on to. Once you know that mark is there, it's something you can't take your eye off of.
But..... It is still stunningly good.
I recently bought an inexpensive new guitar that was damaged in shipping. It had a ding about that size in the finish. Being a brand new instrument at full price the ding was not acceptable. This is different. It’s a small variation in the wood and I would have no problem accepting it. A lovely guitar.
I mean, it is a small mark, but if it's that expensive then I completely understand. If it was cheaper, that'd be a bit of a stretch, but if it's literally being made for the customer, as you said, then it shouldn't have got to you or they should've checked with the customer to see if that's OK. That's my view anyway.
Ridiculous. There is nothing wrong with that guitar. Wood has inconsistencies. That's part of the uniqueness and beauty of it.
Yep stunning looking guitar I have an Eastman (different model) it’s stunning to look at and perfect fit and finish and blemish free.
In my opinion Eastman need to review their bracing design and voicing of these beautiful instruments .
I believe they could achieve better balance and focus between bass and treble and note separation .
I believe their bracing is a tad too light and scalloped leading to unwanted overtones and bad frequencies.
Reign it in a bit Eastman and your sound will match your build quality.
Sometimes less is more.
Glad to hear you say that. I keep hearing what great value Eastmans are, and certainly they are handsome instruments, but I've never been excited by their sound. There's a guy who has an Eastman at an open mic that I go to, and every time he gets up to play, I think, That's a good looking guitar. Then, when he strums it, I think the same thing: That's a good looking guitar.
I guess it depends on point of view. I bought both an Eastman E40OM for the overtones. The overtones are so prominent that the tuner has trouble differentiating, but love those overtones sounding like a symphony.
@@VikingPadre I'm not sure if this is what you were hearing but some Eastmans have the strings so low that they fret out when strummed hard, which is typical at open mic situations. For open mics they need a bluegrass settup. With low strings, play them gently in a quiet setting and they just sing.
That little spot in the wood is like Cindy Crawford's mole. Who cares when something is that beautiful and sounds so good.
Gorgeous guitar for sure. I feel the same way you do about wood having imperfections sometimes. The question becomes can the customer accept this imperfection and in this case I guess he can't. Another factor that maybe customers think about as well is the price of the instrument. If a customer pays a higher price for a really great instrument they would have a tendency to expect it to be flawless. I personally could live with this minor difference because it certainly doesn't affect the sound any or how it feels. I would be curious to know how much this guitar sells for because it really is stunning and sounds awesome. Good work on the video.
I would have seen if they wanted a discount. It's a beautiful full guitar. The blemish kind of reminds me of the Navajo concept of ch'ihónít'i.
Wood on guitars is often really incredible to look at.