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The Custom 24 Is Home! My Experience With the PRS Repair Department.
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- Опубликовано: 31 июл 2024
- Just a quick story about the customer service and repair department over at Paul Reed Smith Guitars. Now that it's back home, I can do a couple comparison videos and re-do the tone samples since my original review video is pretty old and lacking.
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Imagine if you sent a 5 year old, used, Samsung TV back. How do you think that would go? Looooool.
And now you know why I own 4 core PRS guitars - all Fire Red Burst :D I can tell you that level of customer service isn't 'just' for you, that's just PRS Customer Service.
Whilst the 'may' of lost a sale, you buying a new one after selling that gorgeous red one, but instead they may have gained a customer for life, one that may well go on to buy more in the future. They may have lost this one sale but they have gained a new customer that respects them and their brand, someone that may also go on and recommend PRS to their friends and family, tell them how great the customer service is so they gain more fans, gain more sales in the future.
Its more important to PRS that they look after their customers.
@@BAMozzy69 Ha, all fire red burst! You madman. It's a crazy good color though. I've had my eye on a semi hollow maybe. Would love one in Slate Blue Burst or similar. I'll keep looking. Originally I was going to sell this and get another custom 24, but I think I'll hang on to it and aim for a semi hollow :)
wow....thats awesome...great service!!!
I have 3 cores. You couldn't give me a G or F unless I was going to resell for a profit because it was a collector piece.
Certain companies hold customers in high regard. My experience years ago while working at a GM dealership was that no matter what neglect a customer may have allowed their vehicle to be in, Chevy for one would for example replace the engine or transmission even in those abuse/neglect cases. I've owned 2 PRS guitars & you are extremely pampered by Paul for the purchase.. I received free goodies, got enrolled in the PRS owners club, etc. He throws his customers many accolades for trusting him to build your guitar. I remember when he first started building guitars, even then, he had an all encompassing vision which included impeccable customer service!
Wow. I’m speechless. Any other manufacturer would likely ignore you completely. Congrats.
I think you're right. Very rare in this industry. Maybe a couple other top-top-tier brands but yeah. I was amazed.
PRS customer service is top of the line. The company is a reflection of the man.
And this ladies and gentleman is why PRS is the best guitar company on the planet.
Even though prs isnt my thing, i do have a lot of respect for them as a company.
Wow hats off to PRS!
h e r o m o d e
I had the same experience with the PTC! I sent in my used PRS for a repair expecting to pay a few hundred and they fixed it for free! From now on, I will only buy PRS! Great service and support!
WOW! I already held that company in the absolute highest regard, but hearing stories like this makes me even happier to support them! Awesome!
Good on you, PRS, good on you.
Congratulations dude. That is awesome and that guitar is beautiful. Cheers
Heck yeah!
That’s very cool and above and beyond reasonable. Makes me want to buy a PRS. 🤘🏻🎸👍🤘🏻🎸👍🎸👍
That’s freaking awesome! PRS! Beautiful guitar! Now that’s customer service.
Yeah I'm super excited to have it back. 4 months is long enough where I feel like I just got a new guitar haha.
The way the story started I was expecting the worst ................ got to say my heart skipped a beat when you said it came back like new. We exist in such a cynical world and I tend to see Mr Smith as quite an acquired taste (only judging from videos) but if this is how he runs his business on a daily basis, I am speechless, and my opinion must change - totally gobsmacked. Respect from the U.K.
I am not sure if their service was either a fluke, or had something to do with the finish moving away from the neck (warranty issue maybe?). But either way, they blew me away. I've since purchased 3 more PRS guitars, all absolutely phenomenal. I'll have a PRS 509 review ready to go on the weekend.
@@TheGuitarPit I have to believe it's to do with being "good people", it's rare but imho, and you touched on it, there are easier ways to have come to an easier outcome for them - look forward to the review.
Amazing story! Good for you for giving them the props they deserve. Word of mouth advertising is always the best.
My PRS SE 24 CUSTOM is at Paul Reed smith right now…..2 weeks for fret leveling , locking tuners , upgrade on pickups 57/08’s premiere strings , setup , and more …these guys are awesome …Ryan responds to every question .. they do fantastic work!!!! They did my A50 acoustic and it came back sounding frikin beautiful…so yeah I love Paul Reed Smith
This is an incredibly wholesome video! I smiled the whole time for you! Great Job PRS!
I am 58 and got my first Gibson in 74 and it was a 60 standard. My father had a 59 which I got when he passed away. I also have a few others in my collection. Then in 2014 I bought my first PRS SC245 and I was hooked. I now have 2 SC245's, fixed bridge Tremonti, Custom 24 Floyd and I'm not finished yet. There are Gibson players turning to PRS in the groves. Paul has built a guitar company that surpasses all others by miles. I have been to Stevensville and have seen the factory and Paul's crew is the best. I never take any of my Gibson's out and play them because everyone of my PRS guitars play miles ahead of them. I will never sell my Gibson's just because of their value, but I don't ever see why I will play them. Anyone dreaming of owning a PRS keep the dream and buy one it will be the best day of your playing experience!!!
That’s awesome man! I have a couple of them and I am so glad to hear your story. My dream guitar since the 90’s and loooove these guitars!!!
That is amazing! I'm super happy for you! Experiences like these always put a smile on my face :)
Yeah, I never expect them anymore to be honest. So when it does happen, it's rare and wonderful hah.
Wow that's amazing! Well worth the shipping and the wait.
Love my PRS guitars. Happy to hear I’m part of the great family.
That's so awesome man. PRS 10 top 24 has been on my next purchase list for awhile now. It's good to know their owners can count on them. 🤘
I've only recently started looking at prs guitars, but the more I learn about them and Paul himself, the more i want one. On my way to the store today to try a few!
wow, cool- just got my first PRS, absolutely love the tone, feel- I spent a alot of time talking w PRS, about details,differences between models, dealers near me etc. beyond helpful, every time. other companies could learn alot from them
I own lots of PRS’ and only needed to talk to techs about some electronics wiring. The work they did for you was outstanding especially for such a high quality finish. Beautiful! Makes me feel even better about being a PRS owner. 🙌🏻🎸
That guitar is so beautiful and that is so amazing they did that. I would never expect that for free. Im glad that it worked out so well for you. Ive always wanted a PRS and this reassures me that when I do pull the trigger they will stand by their guitars. Thanks for the story
I absolutely didn't expect it for free. I thought for sure I was in it for $500 minimum, but I was willing to pay it to get it back on it's feet. I was stunned when I opened the box. I would have thought this was a totally different guitar but the top is unmistakeable :)
This is why I absolutely love paul reed smith the company and the man one and the same 👍❤️ thank you Paul Smith you are a true inspiration will remain my absolute favorite till the day i perish and thank you for posting this video showing the real nature of prs and there serious company practices ☺️
you made my day !!! I got a west street ltd over a year ago.also used but it looked as if never even held.Cot to the chase it is by every measure the best guitar I ever played and I have played for 53 years.To hear this good report made me all the more happy I invested in these people.Thank you :>)
Timing is everything...I just got this back from PRS, when asking about a refinish of my 2nd-hand Private Stock: "We planned on revisiting the idea next year (2022), but the way things have been going for the past 5 years or more, I don’t believe we will be in a position to open the PTC back up to non-warranty finish work. Our backorder has been steadily growing for years and it is difficult for us to keep up with the demand for our products. Because of this, we have not started a waiting list at this time. Sorry."
That is incredible,good for you enjoy,thanks for sharing.....🤘🎸
Congrats!
That's impressive and amazing, and a beatiful guitar as well!
It's super awesome to hear that! I Love PRS, and own 2 guitar's from them, a Custom 24 and a Silver Sky. Both guitars play and look great and Im comforted to know that if something happened that they would turn out better than they were!
Yeah pretty incredible. I was really surprised...but man. I'm happy haha.
Makes me happy that I bought a PRS custom 24 that’s good to know quality is everything sometimes it’s cheaper to go first class👍😎🍺🎸🎶🇺🇸
This is awesome. Keep that guitar for life man. I will be picking up a PRS at some point in the future.
That's really reassuring as I have just bought a PRS Spacial 22, what a great company. Welldone PRS.
That is awesome customer service. Top marks to PRS,
Very cool of them indeed.
That is just awesome, never heard of such customer service. What an absolutely brilliant company.
Paul cares about his guitars and his customers. I’ve seen him adjust a lot of people’s necks and pickups at prs clinics. Congrats on the guitar it’s beautiful.
Wow. Happy for ya man. Life is good ! 🤘🇨🇦
Amazing customer service.
Looks like a new guitar.
PRS are just fantastic people. Was lucky enough to visit there in 2018 for the Experience 2018, meet the folks from the PTC (Paul Reed Smith Technical Center) and they are fanatical about their work. Can't say enough good about them, and this just reinforces their awesomeness.
Well, they got me. I somehow ended up with FIVE PRSs after this video, so their evil plot worked!
Wow! Good on you PRS. I just ordered a SE 24 Custom the other day. This will be my first PRS. After watching this video, I might upgrade to a CE some day soon.
Great job, PRS!!
Wow Chris that is amazing ! I am so happy for you ! I was bummed that I waited so long for my PRS but I like there guitars so much I will probably most definitely buy my 4th PRS
Yeah man your wait was what scared me. I figured ok you're a paying customer...and I'm not. Free repair? Gonna be 10 years lol. Thankfully it wasn't that bad!
That’s awesome!! Makes me want to buy a PRS next time I get a guitar
Don’t like PRS (the person) but I can definitely appreciate a company that goes out there way to do work like this.. you don’t see that very often. That is a beautiful guitar, love the top.
Yeah absolutely. I love their guitars but don't love the arm contour (there isnt one). The are also a little on the precious side as far as guitars go if you think of them like tools. Not that I mind a work-of-art guitar but hey, they get beat up and it feels bad when they're this nice!
I own one myself, don't think it's possible to love a company more, absolutely fantastic!
Wow. What a testament to PRS.
Nice!
I have an early slash inlay SE I bought from a guy with a cracked neck to body joint (I knew it when I bought it for a reasonable price, it had been gigged and well abused), I was trying to steam the neck off and it wasn't budging and so I emailed PRS to find out what glue they are using (maybe I needed a different technique) and they said they don't even try repairing necks. Guy I talked with wasn't sure what glue the MIK factory was using. I ended up changing from a point to area steam heat application and finally got the glue warmed up enough to get it free. Cleaned it up, re-set and glued the neck, repaired the rest of the guitar and it plays easy. Anyway, I thought it was surprising they don't tackle headstocks and necks (for a fee) on any guitars.
WOW!!! Taylor should adopt that kind of customer service policy! Thrilled to hear this!
This is awesome to hear
Yeah they got me. I know have like...5 of them? Ouch lol. Really great guitars.
Good for you!!!
GO PRS!!!
Wow, blowing my mind. Glad to hear PRS stands by their products, even for second owners--that is like unheard of!
Yeah I can't think of a single other brand, of any product type, that would honor a 5 year old, second (third?) owner purchase. Insanity.
PRS repair dept absolutely awesome. I also have a great story about what they did for me while I was playing overseas.
I’ve refinished several guitars from PTC. Great guys there!
I've owned a couple from the SE line and they're nice guitars. This gives me a lot of confidence if I decide to jump up to a Custom 24.
Good job PRS!! You guys are awesome.
I got s PRS a few months back, incredible guitar! Plays great, and it’s awesome to hear how they care about their customers. As long as they keep this kind of business practice going, I’ll be a loyal PRS player
Respect to PRS the company. Don't often see values like that displayed in the business world. Insane jealousy to you my friend for being the owner of a drop-dead beast of a guitar! But please play it every day lol !
Wow! Awesome!! I just got a PRS SE and was blown away with the quality. I called them about something and spoke to an actual human. I was blown away. Very cool they hooked you up, brother.
Ha! Sad that even talking to a human is a surprise now. Those robo "press 5 for customer care" menu nightmares make me go insane!
Jeez - that's a beautiful guitar. PRS has always been proud of their guitars, so even second hand I'm not surprised they'd take the time to fix an obvious defect.
Excellent story! Conga Rats on the "New" guitar.
That's incredible! Way to go PRS
I love PRS. I have had nothing but top notch service from them over the years and I've only ever owned SE Korean models and they've treated me like gold. Hat off to PRS. One day I hope to own a McCarty.
Wow, that is amazing!!!
Great story!!!
I love that you had an awesome experience with PRS and I say to people is that sometimes paying a premium price for a guitar that is locally made is well worth the expense, after all the quality and customer service can’t be any better sometimes I wonder how many people who could get that service after buying a CHISBON.............. support local companies not China, great story mate and she is a really nice axe mate...
This is the exact reason why I would choose a PRS over anything else! The most perfect guitars and by far the most awesome customer services. Love the guitar dude. I have a PRS S2 standard satin and a PRS SE245 standard. They are both tremendously great.
I have a 2007 custom 22 anniversary edition. Fell off my stand years ago causing body damage. After seeing this video I plan to contact them! Last I checked years ago they had a price list for repairs. I didn’t pursue because as you said, I didn’t worry so much because it wasn’t pristine anymore after countless gigs.
Man , that is awesome !!
this makes me proud to be a PRS owner! insane CS!
How could ANYONE give a hands down on this. Smfh
Thank you for the post!!!
RUclips idiots who love to be negative never cease to amaze me!
Great story .... made my day
PRS is the reeeaall deal. Paul knows exactly how to run a business, and this is testament to that
God bless them I’m a Gibson guy but that’s a sweet story so happy they helped you out
Those guys love guitars man, #1 customer care and support.
The only bummer is, in the last 31 years I've never needed anything done except a level-crown-set up which my tech did and he told me he's never worked on a guitar as stable and responsive to input as PRS.
I guess I'll just have to keep waiting for something to go wrong but this PRS is going to outlive me. 😄😄😄
Haha! Good problem to have though! :)
That's amazing customer service, and it's also an amazing looking guitar! Gorgeous!
I looooove the top on this thing.
The color is awesome too! Did the top secret '18 guitar show up yet?
@@BrianSGuitars today, hopefully!
Very cool story! That is quite impressive by PRS and definitely keeps PRS as my top pick for my next instrument. Thanks for sharing. Cheers
Thanks Timothy, and yeah, they really knocked it out of the park.
Wow, one of the few companies (in any industry) that stands by its product.
Man that’s awesome!
Love your guitar! that is a great story! got my PRS on order now!
(Got completely blown off by Gibson/Epi. last month)
I had a similar experience. I had a used DGT which was just a little dinged up and had a few finish bubbles. I decided to send it in for a buff and some electronic mods. They called me back after a couple of months and said the finish issues were their fault and they would refinish the guitar for free. Great people over there. Slow, but great.
Incredible service. Glad this wasn't a fluke. Didn't think it was, but wow...it's just hard to believe haha. Try sending Samsung a 5 year old broken TV and see how that goes :P
very cool story !! sounds like prs are pros, and that guitar is bad ass
Wow that is fantastic
Sweet deal Chris! cheers
I bought a used S2 just wanting the specs on it because I didn't have any info from the previous owner. Emailed the customer service department thinking I'd be lucky to hear back in a few days but they emailed me back the same day with where to find the VIN and detailed specs on my S2. I love PRS.
Hey bro - just found your channel and just subbed! I love PRS but I’m an hour from the factory. They are amazing - everyone there!
Ha, cool man. See you around!
DAAMMMNNNNN. EVERY ASPECT OF PRS GUITARS COMPANY IS PERFECTION. "That's how you get customers for life." Absolutely true man.
Really glad you posted this, I’m not a rich dude but I’m saving for something nice (no intention of purchasing prs) and the fact they did that just put them at the forefront of my options.
Yeah I think PRS and Suhr are a click above the rest. I've heard Suhr will bend over backwards as well, although I've yet to test it.
I love PRS, I met Paul at a guitar clinic. He was soo cool and down to earth. Although he would not sign my prs on the front. But signed the back
Thats awesome & yes thats lovely !!
👌👌👌
That is so cool they did that for you. I'm starting to see why people shell out big bucks for these guitars.
THAT is one hell of a beautiful looking guitar, juuuus sayin like!
Holy shit, for free?
Hella respect for PRS, now I know their guitars are definitely worth the price tag
Grand slam, out of the park. Crowd is on their feet.
PRS blew me away. Didn't expect much, and got the MOST instead. Incredible.
WOW...Great Customer Service!
I had the same lacquer separation issue a few years back on my 2 month old custom 22. Beautiful guitar. Unfortunately mine wasn’t as much of a happy ending as yours. When I got it back it hadn’t been rewired correctly. Eventually I figured it out and was able to fix it (with the help of a local guru) but the whole experience still ended up souring me on the brand. It makes me happy to hear your story though. Maybe someday I’ll give PRS another shot. Great video, best of luck with the channel. :)
Ah shoot that's a shame. Strangely, they've done the *same* to me. Took me a day to figure it out lol. My pickup switch is reversed. I'll have to fix it later but I'm going to give them a pass because the repair job was so good on the rest of the guitar.
I could see giving them a pass in your situation for sure. Especially since the issue is fairly obvious and they did you a solid fixing up a guitar with no warranty left. On mine they had switched the ground and hot so the guitar sounded like an electric shaver.
Wow. That's impressive. Paul's a nice dude.
Sure is! I'll be a return customer, certainly. Just have to pick out which model I want next :)
Another reason to LOVE PRS.