Phil. I ordered a Les Paul from Sweetwater. I paid the market price. Three days later they called me and said “we are having a Black Friday sale in 10 days and want to give this to you”. $735 off! Couldn’t believe it. The guitar came absolute perfect for me. Ultra low action, and not even a finger print on the guitar and case. I just love Sweetwater.
I’ve purchased nearly every piece of high end equipment I own from sweetwater , they are just the best , and my sales rep “Joe Perrone” is always friendly and very helpful , I can’t recommend them enough
I've purchased at least a dozen guitars from Sweetwater over the years. Have mostly good experiences. However some of them made me think there's no way this guitar went through a thorough inspection. One had to be replaced because both pickups (Prophecy SG - Fluence pups) were not working at all except for horrible noise. In a second instrument the neck pickup fell right out. Unfortunately my new Gibson SG '61 just went back today. Sweetwater has so much going for it and is deservedly widely respected but those instances really caused me to wonder about the lauded 55 points.Overall a great company though.
As we saw in the video, the actual inspection, for most guitars is 10-15 minutes. That's a very basic inspection, in a hurried "assembly line" type format. SW is doing final QC for the manufacturers.
I cant believe anybody has anything negative to say about this company. I wish I could tell you all the times these guys have hooked me up, reached out to me or helped me with any questions I have from music gear to how electricity works in guitar amps lmao! Ill just tell my latest experience which was this morning when they texted me and asked if my drum sticks were working out for me. I told them I still had them in the wrappings and hadnt used them yet and wanted to exchange these 4 pair for bigger sizes. They told me to keep the sticks and they were just going to send me some more! No other company that im aware of looks out for their customers like that! I have a countless collection of Sweetwater stickers and I plan on getting many more. Loved the video, man!
I had a dear friend who worked there for years. I got a lot of "backstage" access that most don't see. It is a true marvel of high tech, old fashioned skill, hard work and thought. They're the only people I trust when buying sight unseen.
Kudos to Sweetwater for doing what they can reasonably offer the consumer a great buying experience. It is impossible to deal with that kind of sales volume and not have some measure of QC issues. That being said, even if there are QC issues, Sweetwater backs up their promise to make it right. You can't expect more than that from any dealer/vendor.
Thank you for providing this content, and also thank you Sweetwater for giving us a glimpse behind the curtain. The most interesting part I found is that they make their information available to the manufacturer. Hopefully with that information the manufacturer's address any Q.C. issues or adjusts their price point accordingly. Either way in theory it benefits the entire community.
I'm currently nervously waiting for my new guitar to arrive from Sweetwater... It will be the fourth guitar I've ordered from them over the last 5-6 years....of the first three, 2 were just fine...1 had issues that came up shortly after receiving it....faulty pickup and mis-cut nut....Didn't want to exchange or return it, as I loved the woodgrain in the one I got...so they immediately sent me a return label, and it went back to them...they replaced the pickup, properly cut the nut, and gave me a full setup (setup at no charge)....and got it back to me in a very reasonable amount of time....they kept me in the loop the entire process..I heard from them every day they had it...and honestly, I couldn't have asked for, or expected, anything more than that. They're really the only place I feel comfortable ordering an expensive instrument from. I do have my doubts about their 55 point inspection....but..at least it's something...and I know that no matter what, they'll take care of any problem with no hassle. Having said that, I'll sweat bullets until the new one gets here and I can see that it has no issues....lol
I have purchased 3 guitars from Sweetwater, two amp head and countless pedals, strings, picks and other assorted items. I have never had any problems and the two guitars I ordered extra service (one having a pleck and setup and the other a setup) arrived absolutely flawless. The 1st guitar I ordered wasn't exactly what I expected but it did meet manufacturers tolerances so I can say I love Sweetwater. I can't say that about Guitar Center ....
If you've never visited Sweetwater, it's worth the trip. I've attended two Gearfests and one thing that is immediately apparent is the focus on excellence. Everything they do is top notch. Nothing is done half way. I am a technology professional and I was so impressed with how they were using technology. Everything from their network to point of sale systems were excellent. Inside of the facility is a cafeteria, a clinic, a hair salon, an arcade, and much more. If there was a place to sleep you could basically live there. Even when packed with thousands of people during Gearfest, the facility is spotless. Bathrooms are spotless. The grounds, the warehouse, the office areas....spotless. It's truly one of the most impressive places I've ever been to.
Sweetwater has the BEST customer service EVER ! My Sweetwater tech will text me once and a while to make sure I am happy with my recent purchases and ask if there is anything I need.
Love this. If anyone at SweetWater sees this comment, you’ve gained a new customer. Top work, Phil. This is exactly why I’ve been a subscriber for years.
Compared to most other stores that sell guitars online, this is a very valiant attempt to improve the unboxing experience. I really wish we had something like this up in Canada. The only obvious potential flaw that stood out in this process is the fact that it is not the more experienced Tech 2 that is repacking the guitar - this task is performed by an entry-level Guitar Handler. A lot of potential cosmetic damage can occur during the repacking process and shipping if the guitar is not well packaged. I am sure though that they are tracking who repacked the guitar and whether there is a statistically significant reported blemish rate on their guitars.
Yess!! Even though I live in Québec. I still order strings, hardware, tools and parts from Sweetwater because they have THE best customer service and will always help you to find what you're searching for. They even call you afterwards to check if you like the product.
I’ve only purchased one guitar from Sweetwater, but it was an excellent experience. I really appreciate the photos of the individual guitars, and especially the clear photos of the defects on open box models. They have implemented a fairly robust “quality system”, including feedback to their suppliers, that would do anyone proud. Well done, Sweetwater!
1st of all Phillip, I can't believe you were in Indiana and didn't stop by to say "Hello". Love the video. A lot of people do not know about Sweetwater's Workshop for repairs. I was always Happy with the service on a New Purchase and that developed into a trust so I was able to send an older guitar in for repair. I had a 1999 Fender Strat that needed some work. I had them refret with Stainless Steel which included a Plek, new pots and 5 way switch and a total rewire. They had asked for my preferences on the set up, ( string height ect) which they accommodated. When I received the guitar it was right on point. So now I have a Strat that is darn near an Ultra Luxe for a fraction of the cost. An In depth Video on the Repair Shop would be nice from you since you are Un-Biased in your opinion. Next time in Indiana stop by. (BTW) Noticed you were talking to Chris in "Franks" office. Chris needs an office of his own.
I ordered a Strat from them a few months ago and paid for it to be set up with my preferred gauge and a floating bridge. They did great on everything except the trem, it was rendered a hardtail. I took off the backplate and discovered one of the trem claw screws was stripped, had to get some pliers to remove it. I replaced the screw and now everything is good but that was below what I expected from Sweetwater.
When I bought the first guitar from Sweetwater, my rep made sure to differentiate between the 55-point inspection and a set up. They will do a full set up with your specifications on action, etc., but it is $75 (or was at that time). I never had any confusion about the inspection vs. a set up. I must also add that I have NEVER had a guitar from Sweetwater that needed to be sent back. They have all been stellar and in perfect condition.
@@solarismoon3046 This was for a guitar with a double locking trem...most places charge more than $35 for that. It is not an unreasonable price but I didn't have them do it.
I bought a guitar from Sweetwater for the first time a few months ago and I was impressed. They are a great company. My guitar came in great condition. They gained a customer and a friend.
Sweet water is a great company! Customer service is simply the best,, They call you to make sure your satisfied with your purchase! Always helpful and friendly and knowledgeable!!! Come on where else are you going get that kind of service? They should be the benchmark of any kind of retail business! It would be so much more of a enjoyable experience purchasing products!!! And with each purchase from Sweetwater you gets stickers and candy!Good for them they actually do it right!
I never had an issue with Sweetwater. Always friendly service. Even the demo strat I bought barely had any signs of blemishing. An easy $200 saved. Great job reporting, Phil. It's cool to see the actual process of that inspection.
I finally have an understanding of what the Sweetwater 55 Point Inspection is all about. Thanks for taking the time to produce this video, Phil, and thank you Sweetwater for allowing Phil to interview your staff. I've bought four top drawer electric guitars from Sweetwater, and a high end ukulele (solid mahogany $1k), and every instrument arrived in perfectly playable condition. I did have a problem with bone nut that I had them install on a Gibson Les Paul. It was cut so low that any wear would put the strings onto the first fret. I contacted my Sales Engineer, and he said that I should take the guitar to a Gibson Authorized Repair Shop, and have them make a new bone nut, and address an issue with a high fret, Sweetwater gave me a very quick reembursment for the repair. I was thrilled that Sweetwater had come through for me, and it was as painless as could be. The shop I take my instruments to is "Precision Guitar Works" in Phoenix Arizona. The lead tech overwhelming agreed that the nut was cut way too low, and that the fretboard had continued to season after Gibson Plek'ed it. It was a simple matter to level out the high spot, and I was a happy camper! Other than that, I have had an amazing experience buying from Sweetwater. The problem with the Les Paul was just a little bump in the road, that you can expect to run into from time to time, from any musical outlet.
Thank you for your time and efforts put into this video. Very informative. I purchased an EVH Wolfgang special in May 2022, received the guitar and was very disappointed as the Floyd rose did not sit flush with that body due to poor routing of the cavity from the factory, this caused tuning stability issues and the action was also affected. I sent the guitar back to them and once received, the sweetwater support and repair tech shop were very helpful. They did confirm my claims and ordered an exact replacement Of course it did take some time as the EVH Wolfgang’s are still in high demand. I received my guitar about two weeks ago and it was perfect. Sweetwater made a commitment to carefully inspect my replacement before sending it to me and they delivered. The guitar is perfect. 👍👍👍
Phil… this is so timely. I vowed I’d never buy a guitar without laying my hands on it first. Well, now at 71, from watching your videos and a few other channels I went out on a limb and purchased a PRS Hollow Body SE Piezo from Sweetwater. Your video on that from 2020 sold me, plus I’ve been doing buying from SW now for over 15 years. I really like their stuff and service. Thanks for your programs.
It's so strange though. I keep things short and simple and straight to the point. I've called them a good three times and every time I felt completely rushed and they would just agree with everything I say. Like I said I keep things short sweet it's not like I was wasting their time or trying to talk to them about my life story.
Bought two guitars and a bunch of other stuff from Sweetwater. Had to send one guitar back for a replacement. It was just a quibble on my part but they made it pretty painless to get a replacement. I did email the tech a few times and he kept me appraised of the progress. Good stuff!
I've been ordering equipment from Sweetwater for several years, and they have never let me down. I have to admit, the only guitar I ordered from them was a Reverend 12-string, which was perfect right out of the box, but Reverend does their own setup process that is top-notch, so I'd expect nothing less than that, regardless of where I got it. The service I have received from Sweetwater is above and beyond, with people contacting me with offers to help me out even though I've never needed help. You don't expect that, and you don't expect a bag of candy in every box either. They are best! Great video! As are all of your videos!
I’ve bought a few demos from Sweetwater and been extremely happy with them. The issues were negligible at best and I wouldn’t even have noticed if not shown so….. somebody’s paying attention! Derek is usually my sales person and wonderful and personable to deal with! Always answers questions with a good attitude and loves to talk music!
A long time ago around 2009-10, i bought a guitar from Musicians friend, and i can tell you with a 100% certainty, this was definitely something that the industry needed, because when i got the guitar i purchased (a Spirit/Steinberger) it came with a broken section of the headless stock, and serious string buzzing issues, the action, intonation and neck relief were definitely not checked. I had asked for a replacement, and the replacement came with bad action, buzzing and poor neck relief, AND a bad tone pot that basically behaved like an on off, nothing happened until you had it almost completely rolled off and then it was just fully engaged. I didnt bother to return it, i still have that little thing to this day, and its autographed by a trio of well known guitarists, so i guess that's why i keep it. But this is something that definitely Sweetwater has a leg up on everybody if they're not doing this to every instrument that goes out the door! Thanks Phil as always for the awesome content!!
My PRS SE Paul's Guitar arrived from Sweetwater with incredibly high action . A dead 11th fret on the 1st string . A boogered screw on the jack plate . I fixed the problems myself , but was unhappy with the guitar from day one , sold it withing a year . First impressions leaft me with a guitar I was never going to be happy with . Thanks Sweetwater .
Well done. Impressive. Have dealt with Sweetwater and the company has always been accommodating and never questioned why. Will deal with Sweetwater in the future.
Been buying with Sweetwater for a decently long while. Almost exclusively on new stuff. Seeing the process on video is pretty cool. I've always had good experiences buying from them.
Good one! A business like Sweetwater isn’t in the habit of bringing in an individual to record the step by step details of one of their promised QC process’s . ‘A+’ for the video, and the effort it takes to get them to show you!
The BEST customer service in the business... ever. I have purchased four guitars from Sweetwater over the past few years and can't say enough about how great the online purchase experience has been. Phil, thanks so much for doing this video! It's nice to see the guys that really try to do a good job get that effort brought out for everyone to see.
What a great initiative of yours in making such an informative video! It was nice to know what the 55 point inspection system is and how it is processed. This procedure just creates a win-win-win situation for the customer, the retailer and the manufactorer. The former is ensured to get an instrument that has been carefully checked with an objective approach and thus without issues, the second tend to reduce costs associated with returns and refunds, improve the overall consumer experience with the purchase and the likelihood of consumer fidelity, and the later gets feedback data regarding potential weaknesses in its line of production without having to spend additional resources to detect those failures, which creates increased opportunity of improvement in quality of their products. The manufacturers should be thankful to Sweetwater. Another remarkable thing is the concern of the company in being transparent with the customers regarding its 55 point inspection system, publicizing what are those and what are their methods. Very nice.
I’m glad you did a video on this because a couple years ago I bought an Epiphone les paul custom From Sweetwater. The only reason I bought it from Sweetwater was because of the 55 point inspection and I thought they were going to set up the guitar and save me from having to take it to somewhere else and pay $150 to get that done. I am a new guitar player so really wasn’t aware of a lot of the issues but over the years I bought four more guitars and I bought the music nomad complete guitar set up kits. When I checked the Epiphone out I found that the nut was way too high and it was so hard to press down on the first fret and it was constantly going out of tune within a few minutes. The action was too high, the pick ups were too low, the saddle radius was nowhere close and the intonation and relief was way off. Since I was a new player I just assumed all the bad sounds were from me until I went through the complete set up myself and I realized they may do a 55 point inspection but they arent setting these up properly and that was the only reason that I bought my guitars from Sweetwater. I still buy everything from Sweetwater because they have outstanding customer service but now I just do all the guitar work myself which is great because now I learned so much about my guitar and how it worked. What I think is the most embarrassing was I bought an EART es335 clone From Amazon and the only reason I bought this guitar was because Reviews on RUclips showed how good the frets were and that they were stainless steel. I didn’t want an expensive ES 335 but just wanted something cheap to play on so I bought it from Amazon and I used the same music nomad kit that I had to completely redo the setup on the Epiphone. The EART guitar was only $399 and when I went through the complete set up measurements I found that this guitar was set up perfectly and it was half the price of the Les Paul. The Eart guitar had perfect relief, perfect nut height, perfect saddle radius,perfect action height, pickup height and the intonation was perfect. This cheaper guitar stays in tune and plays great. I bought the music nomad kit to do a complete set up on the cheap guitar so I could learn on a cheaper guitar and ended up spending most of the day trying to fix the one that came from Sweetwater. I bought the Sweetwater Les Paul right before Covid started so it wasn’t a staffing problem there. I am glad that I know how to set up my own guitars now. Ok now i feel bad. I watched the rest of the video and realized they arent setting these up but just inspecting them. I have to say the les Paul was immaculate. There were no scratches everything cosmetically was great so now my issue would be with Epiphone And why they would send it out with everything so far off? I guess the best thing to know is to learn how to do your own set ups so you don’t have to depend on anybody else. I still buy just about everything from Sweetwater because they really help out with the sales. As a new guitar player I had no idea a 55 point inspection was not a set up. I was going to buy this guitar originally from Guitar Center but then they wanted $150 to set it up and I assumed the Sweetwater 55 point inspection was the same thing and I still didn’t know it wasn’t until I just watched the video now. Maybe Sweetwater can make it more apparent that this is not a set up but just an inspection. The items on the card makes it seem like they are setting it up.
Phil, thanks for taking the time to put this video together. I think it provides a better understanding on how Sweetwater conducts business. They are not just a pass through distribution house with great marketing hype. Makes me more confident in their products. The discussion on final quality puts some realism into the production process... actually any production process. Nothing can be 100% no matter how well the manufacturer/distributor humanly tries. Exceeding customer expectations used to be a universal goal in manufacturing... not so much anymore...just look around. Good to see Sweetwater still maintains that benchmark. Thanks again.
I’ve bought three guitars so far from Sweetwater and with all have had great unboxing experiences. Additionally, I love their customer focus and dedicated sales engineers!
I recently ordered a bass from them. Having never purchased from I didn’t know what to expect. The bass hasn’t arrived yet, but I feel much more confident about the order. Thanks.
A few years ago, I bought a wine red PRS SE that had something like a 1/3 inch metal shard painted into the back of the neck. Sweetwater shipped a flawless replacement and a call tag for the original guitar. You can't beat that service!
I've purchased three guitars from Sweetwater over the past few years and they all arrived perfectly. They do a great job and having an assigned sales person who follows up and helps with an order is the best in the business.
Thanks, Phil. Sweetwater's Sales Engineers and Associates are great, too. The Pack and Ship people also sign the shipping card with a thank you note, which is sweet! My eldest daughter and son in law were puzzled when two Sweetwater packages were delivered to their door last Christmas, and they found some candy packaged inside. This dad quickly explained that in a phone call. I was looking for a wood hard shell case for a Breedlove Concert, and Sales Engineer Nate Burkhart was a great help as I looked up case manufacturers' specs after taking measurements of the actual guitar, corresponding with him and Sweetwater. Several months later, Sweetwater became a Breedlove dealer, and we already knew that the Gator Cases 000 case fits the Breedlove Concert body. I recently purchased a B-stock demo Breedlove Jeff Bridges Signature Concert Copper E, and am quite happy with it, and hope to take it with me to visit the factory in August. The "blems" often have no effect on playability, and since these are delaminations in the gloss finish over the binding, do not bother us. (I gave my SIL a B-stock non-signature Concert Copper E, which is so open and warm, and easier to play that it replaced his dreadnought.) Chuck Surack also sends customers letters of thanks for developing a relationship with them. Thanks again for learning about Sweetwater's neighborliness and efficiency, and passing that on to your audience.
💯Thank you for this, very informative. I've been a customer of Sweetwater for years and have spent far more than I should have. My rep (shout out to Chris Fenton) has always been very patient and informative. Any issues I've ever had were handled with priority and efficiency. I've started ordering the full set up with the last few guitars and they are set up exactly how I've asked, low action and minimal buzz. Delivery's are usually within a few days and can't forget the bag of candy that my wife gets to lessen the impact of another guitar showing up. Kudo's to Sweetwater, may you never change the business model or go away.
I Really like Sweetwater. Bought a PRS from them a few months ago. Minimal set up required. Intonation 👍 action a little higher than I like but totally playable. Great Customer service. Great Video
I may have a lower standard than most. I used to buy from guitar center and bought a PRS from Sweetwater. I was blown away about how much information they give you before you buy. I was not expecting a setup by any means. I did expect that I was not going to get a guitar that was damaged. I don't think they failed on that. I will definitely be buying from them again simply based on the fact that it expands guitar purchases to things you may not be able to hold, but you can see exactly what you are getting.
Since 2015, I've ordered multiple guitars from Sweetwater. Only one went back because I didn't like the finish in person. They quickly replaced the guitar with another brand, and still have it to this day. Great customer service! Life long customer here.....
Bought a Schecter Omen-8 from there a few months back. Never had a better guitar buying experience. The guys at Sweetwater definitely earned a return customer.
Phil thank you! as a Sweetwater customer who has spent way too much on guitars - this video was super helpful and lets the buyer appreciate the level of work that SW spends prior to shipping to customer 🤘😎
This video was fascinating! When Phil talked about the Sweetwater event on the podcast, I was excited to see these types of videos, but this footage is way better than I imagined! I have a new respect for the people behind the scenes over there. I've always been a fan of my SW rep, Dan...anyone else look for their rep in the background? Lol. Anyway, it's cool to see the rest of the crew Cheers
I bought a Gretsch Harrison Duo-Jet from Sweetwater. I had it "Plecked" . (I advise all to have this done) It came to me in perfect condition, in tune, and perfectly set up. I changed the strings to Thomastik-Infeld flats, which ought to be on it, and it's as good a guitar as you could wish for. Love Sweetwater. I hope that the new management/owners keep the quality up where it has previously been.
Good stuff as usual, Phil. Very cool of Sweetwater to let you (and us) in on their process. I’ve been hearing of issues with Sweetwater for years from so many people but, they’ve always been great with me. Top notch customer service from the SW team!
It was great to see and hear about their process. It makes me feel a lot better about buying a guitar from Sweetwater. I am a little surprised that Sweetwater shared all of this with you and us. That's cool!
This was such a great way to do this video. You show the company's side of what they have to do, it is a lot of work when you have the volume they have. So even if an issue slips by, its nice to know they will handle it when you tell them.
For the last 10 yrs or so I’ve bought ALL my Guitars and Amps from Sweetwater and have Never had an issue with anything! Maybe I am just lucky, have a Good Sales Engineer, or the Tech’s are Great. I’m betting on the last two! I have to have All my Guitars modified because for 57yrs I’ve played Left Handed Guitars strung Right Handed which means a New Nut, Strings and a Setup. Cheers to Sweetwater and they’re Staff especially my Sales Engineer Delvin Wolf who keeps track of the Process for me and keeps me in the Loop at all points! Very informative Video Phil, please keep up the Good Work and Cheers from Salem, Ohio!
Thank you Phillip McKnight and the Sweetwater team. Very enlightening video for sure. The 55 point inspection process is a competitive advantage for Sweetwater Sound. I hope they continue with this process and find ways to improve. The features I like best are 1.. The photo gallery and guitar weight options that I’m able to select from before I make purchase. 2. I prefer that Sweetwater do the unboxing and the first pass inspection to prevent surprises on my side of the inspection process. Things that stand out for me are: 1. Inspection tech II checks that relief, action, and intonation are within tolerance. Not that they meet manufacturer's spec. See Target Action Tolerance chart they have displayed that gives guidance to the tech, which seems to show they will allow a 20% variance from manufacturer’s spec. 2. I don’t see the benefit of having a brand product manager on site.
I am always SO impressed at Sweetwater's customer service and logistics. Honestly, for a massive online-based retailer, the fact they go above and beyond...not just for music gear but for ANY company in general, I've not encountered such enthusiasm for customer service- it amazes me how they are able to do it at this scale. Other consumer based companies need to learn from Sweetwater's internal system.
I tried to order a ‘special’ limited run guitar from SW. Usually a good manufacturer, not cheap. First one didn’t make through inspection, neither did the next two. Turns out flaws in the finish were causing the fails, and it was the unique finish I was attracted to. We eventually gave up on that guitar. It took months. Love SW. picky tho they may be.
Thanks for this video. It just confirms that Sweetwater is the source. I like the 55 point inspections because someone really puts hands on the guitar. I bought a Danelectro 59XT and it was set up right out of the box. So far every guitar I have got from them has had zero problems. Again great video!
The local shop I work at does free set ups on all guitars and it saves a lot of hassle and it’s easier to be transparent with customers knowing any guitar they want can be adjusted to play well so there’s no worry about selling lower quality instruments or guitars that have been on the wall a bit too long. Only works on a small scale I suppose but it seems to work for us.
Great video Phil, and judging by the number of comments many others agree. I can't say I've bought hundreds of guitars from Sweetwater but I have bought a few. I'd say they were not set up at all and I had to do this completely on my own. When the 55 point inspection says it checks action, string height, intonation etc. to me this is basically a set up. It does say on their site under the 55 point description that this is different than a full set up, I've just never noticed it before until now :). I did have a Strat where one of the bridge screws was so crooked it made me wonder if anyone even looked at it. But their customer service is THE BEST hands down so I'd still rather buy from them anytime.
I've purchased one guitar and some equipment from Sweetwater and was impressed by how easy they made it and how knowledgeable the salesperson was. But this video really showed me that getting quality from Sweetwater is no accident. Great job Phil!!
Great video...provides answers to a lot of my questions about that inspection. One question I have that didn't get answered is WHEN is the inspection done? Near the time the guitar comes into inventory from the mfgr or after a customer buys it and is getting ready to ship out? On acoustic guitars in particular, things like action and neck relief and intonation could change over time especially if the guitar sits in the warehouse for several months before it's sold. Do they check playability again before it ships?
I have always had a positive experience with Sweetwater. I have even received phone calls to make sure that I was happy with my experience. There was a time when I was a little skeptical of buying a guitar online. Sweetwater has changed that for me.
First Pass Quality (FPQ) is a table-stakes metric for any manufacturer, and Sweetwater's inspection system is a check on the original manufacturer's own quality control process. Hopefully, the manufacturers are taking advantage of a great feedback loop for continuous improvement. I am a little surprised by the excessive neck relief I see on a lot of instruments these days. That, and acoustic saddles seem to be getting taller and taller from the factory. But, as you say, it's not a setup, it's an inspection. Sweetwater has been my preferred vendor for many, many years. I've only ever returned two purchases in my long history with them. They've only ever been helpful and accommodating on the rare occasions I've needed to reach out to them.
Going into the actual sweetwater store is a whole different world than any other music shop I've ever been to. I'm glad to see the care they put into making these guitars/manufacturers better
Phil. I ordered a Les Paul from Sweetwater. I paid the market price. Three days later they called me and said “we are having a Black Friday sale in 10 days and want to give this to you”. $735 off! Couldn’t believe it.
The guitar came absolute perfect for me. Ultra low action, and not even a finger print on the guitar and case. I just love Sweetwater.
WoW!!! My girlfriend got a Taylor 324ce from them it looks just like mines..WoW!!! GOOOOOOOOOD Experience 🥰🥰🥰🥰
I’ve purchased nearly every piece of high end equipment I own from sweetwater , they are just the best , and my sales rep “Joe Perrone” is always friendly and very helpful , I can’t recommend them enough
Yeah that's amazing
Weird
It's impressive that sweetwater was willing to do this.
Yea being on camera for a utuber didn’t hurt.
Not only willing to do the video, but to commit to the inspection process itself. Who else in music retailing does anything close to that?
This is why I trust sweetwater over any other retailer
That guitar was missing the headstock and he looked right over it!!😄
😏😉😂😟🤣
Yeah that was a weird looking guitar. Looked like something one of the Cantina band members from Star Wars would be playing.
Sweetwater's customer service is second to none. I speak from experience of spending thousands upon thousands of dollars through them over the years.
I've purchased at least a dozen guitars from Sweetwater over the years. Have mostly good experiences. However some of them made me think there's no way this guitar went through a thorough inspection. One had to be replaced because both pickups (Prophecy SG - Fluence pups) were not working at all except for horrible noise. In a second instrument the neck pickup fell right out. Unfortunately my new Gibson SG '61 just went back today. Sweetwater has so much going for it and is deservedly widely respected but those instances really caused me to wonder about the lauded 55 points.Overall a great company though.
As we saw in the video, the actual inspection, for most guitars is 10-15 minutes. That's a very basic inspection, in a hurried "assembly line" type format. SW is doing final QC for the manufacturers.
@@lostsailor2498 LOL...
@@lostsailor2498 You're a lost sailor, been away too long at sea.
Now the shorelines beckon, there is a price for being free. 😁✌
@@fatamorgana4318 Wait a minute......that sounds very familiar. 🤡
Sending one back right now. There is know way it went though a 55 point inspection.
I cant believe anybody has anything negative to say about this company. I wish I could tell you all the times these guys have hooked me up, reached out to me or helped me with any questions I have from music gear to how electricity works in guitar amps lmao! Ill just tell my latest experience which was this morning when they texted me and asked if my drum sticks were working out for me. I told them I still had them in the wrappings and hadnt used them yet and wanted to exchange these 4 pair for bigger sizes. They told me to keep the sticks and they were just going to send me some more! No other company that im aware of looks out for their customers like that! I have a countless collection of Sweetwater stickers and I plan on getting many more. Loved the video, man!
I had a dear friend who worked there for years. I got a lot of "backstage" access that most don't see. It is a true marvel of high tech, old fashioned skill, hard work and thought. They're the only people I trust when buying sight unseen.
Kudos to Sweetwater for doing what they can reasonably offer the consumer a great buying experience. It is impossible to deal with that kind of sales volume and not have some measure of QC issues. That being said, even if there are QC issues, Sweetwater backs up their promise to make it right. You can't expect more than that from any dealer/vendor.
Thank you for providing this content, and also thank you Sweetwater for giving us a glimpse behind the curtain. The most interesting part I found is that they make their information available to the manufacturer. Hopefully with that information the manufacturer's address any Q.C. issues or adjusts their price point accordingly. Either way in theory it benefits the entire community.
It would be very interesting to talk to a manufacturer or two about this
LOL
I'm currently nervously waiting for my new guitar to arrive from Sweetwater... It will be the fourth guitar I've ordered from them over the last 5-6 years....of the first three, 2 were just fine...1 had issues that came up shortly after receiving it....faulty pickup and mis-cut nut....Didn't want to exchange or return it, as I loved the woodgrain in the one I got...so they immediately sent me a return label, and it went back to them...they replaced the pickup, properly cut the nut, and gave me a full setup (setup at no charge)....and got it back to me in a very reasonable amount of time....they kept me in the loop the entire process..I heard from them every day they had it...and honestly, I couldn't have asked for, or expected, anything more than that. They're really the only place I feel comfortable ordering an expensive instrument from.
I do have my doubts about their 55 point inspection....but..at least it's something...and I know that no matter what, they'll take care of any problem with no hassle.
Having said that, I'll sweat bullets until the new one gets here and I can see that it has no issues....lol
I have purchased 3 guitars from Sweetwater, two amp head and countless pedals, strings, picks and other assorted items. I have never had any problems and the two guitars I ordered extra service (one having a pleck and setup and the other a setup) arrived absolutely flawless. The 1st guitar I ordered wasn't exactly what I expected but it did meet manufacturers tolerances so I can say I love Sweetwater. I can't say that about Guitar Center ....
Much respect to sweetwater for allowing Phil in the backroom and seeming so accommodating. Great video phil!!🤘🤘
If you've never visited Sweetwater, it's worth the trip. I've attended two Gearfests and one thing that is immediately apparent is the focus on excellence. Everything they do is top notch. Nothing is done half way. I am a technology professional and I was so impressed with how they were using technology. Everything from their network to point of sale systems were excellent. Inside of the facility is a cafeteria, a clinic, a hair salon, an arcade, and much more. If there was a place to sleep you could basically live there. Even when packed with thousands of people during Gearfest, the facility is spotless. Bathrooms are spotless. The grounds, the warehouse, the office areas....spotless.
It's truly one of the most impressive places I've ever been to.
Sweetwater has the BEST customer service EVER ! My Sweetwater tech will text me once and a while to make sure I am happy with my recent purchases and ask if there is anything I need.
Love this. If anyone at SweetWater sees this comment, you’ve gained a new customer. Top work, Phil. This is exactly why I’ve been a subscriber for years.
Compared to most other stores that sell guitars online, this is a very valiant attempt to improve the unboxing experience. I really wish we had something like this up in Canada. The only obvious potential flaw that stood out in this process is the fact that it is not the more experienced Tech 2 that is repacking the guitar - this task is performed by an entry-level Guitar Handler. A lot of potential cosmetic damage can occur during the repacking process and shipping if the guitar is not well packaged. I am sure though that they are tracking who repacked the guitar and whether there is a statistically significant reported blemish rate on their guitars.
Yess!! Even though I live in Québec. I still order strings, hardware, tools and parts from Sweetwater because they have THE best customer service and will always help you to find what you're searching for. They even call you afterwards to check if you like the product.
If you get a good guitar from SW, consider yourself lucky!
I’ve only purchased one guitar from Sweetwater, but it was an excellent experience. I really appreciate the photos of the individual guitars, and especially the clear photos of the defects on open box models. They have implemented a fairly robust “quality system”, including feedback to their suppliers, that would do anyone proud. Well done, Sweetwater!
1st of all Phillip, I can't believe you were in Indiana and didn't stop by to say "Hello". Love the video. A lot of people do not know about Sweetwater's Workshop for repairs. I was always Happy with the service on a New Purchase and that developed into a trust so I was able to send an older guitar in for repair. I had a 1999 Fender Strat that needed some work. I had them refret with Stainless Steel which included a Plek, new pots and 5 way switch and a total rewire. They had asked for my preferences on the set up, ( string height ect) which they accommodated. When I received the guitar it was right on point. So now I have a Strat that is darn near an Ultra Luxe for a fraction of the cost.
An In depth Video on the Repair Shop would be nice from you since you are Un-Biased in your opinion. Next time in Indiana stop by.
(BTW) Noticed you were talking to Chris in "Franks" office. Chris needs an office of his own.
I ordered a Strat from them a few months ago and paid for it to be set up with my preferred gauge and a floating bridge. They did great on everything except the trem, it was rendered a hardtail. I took off the backplate and discovered one of the trem claw screws was stripped, had to get some pliers to remove it. I replaced the screw and now everything is good but that was below what I expected from Sweetwater.
Because. It wasn't inspected my friend. Hope you like the guitar though.
The guys at Sweetwater go above and beyond expectations!
The entire video was geeky goodness. Thank you Phil!
When I bought the first guitar from Sweetwater, my rep made sure to differentiate between the 55-point inspection and a set up. They will do a full set up with your specifications on action, etc., but it is $75 (or was at that time). I never had any confusion about the inspection vs. a set up. I must also add that I have NEVER had a guitar from Sweetwater that needed to be sent back. They have all been stellar and in perfect condition.
@@solarismoon3046 This was for a guitar with a double locking trem...most places charge more than $35 for that. It is not an unreasonable price but I didn't have them do it.
I bought a guitar from Sweetwater for the first time a few months ago and I was impressed. They are a great company. My guitar came in great condition. They gained a customer and a friend.
Sweet water is a great company! Customer service is simply the best,, They call you to make sure your satisfied with your purchase! Always helpful and friendly and knowledgeable!!! Come on where else are you going get that kind of service? They should be the benchmark of any kind of retail business! It would be so much more of a enjoyable experience purchasing products!!! And with each purchase from Sweetwater you gets stickers and candy!Good for them they actually do it right!
I never had an issue with Sweetwater. Always friendly service. Even the demo strat I bought barely had any signs of blemishing. An easy $200 saved. Great job reporting, Phil. It's cool to see the actual process of that inspection.
Excellent video, Phillip. I've always wanted a peek behind the curtain at Sweetwater.
I finally have an understanding of what the Sweetwater 55 Point Inspection is all about. Thanks for taking the time to produce this video, Phil, and thank you Sweetwater for allowing Phil to interview your staff.
I've bought four top drawer electric guitars from Sweetwater, and a high end ukulele (solid mahogany $1k), and every instrument arrived in perfectly playable condition. I did have a problem with bone nut that I had them install on a Gibson Les Paul. It was cut so low that any wear would put the strings onto the first fret. I contacted my Sales Engineer, and he said that I should take the guitar to a Gibson Authorized Repair Shop, and have them make a new bone nut, and address an issue with a high fret, Sweetwater gave me a very quick reembursment for the repair. I was thrilled that Sweetwater had come through for me, and it was as painless as could be.
The shop I take my instruments to is "Precision Guitar Works" in Phoenix Arizona. The lead tech overwhelming agreed that the nut was cut way too low, and that the fretboard had continued to season after Gibson Plek'ed it. It was a simple matter to level out the high spot, and I was a happy camper! Other than that, I have had an amazing experience buying from Sweetwater. The problem with the Les Paul was just a little bump in the road, that you can expect to run into from time to time, from any musical outlet.
Thank you for your time and efforts put into this video. Very informative. I purchased an EVH Wolfgang special in May 2022, received the guitar and was very disappointed as the Floyd rose did not sit flush with that body due to poor routing of the cavity from the factory, this caused tuning stability issues and the action was also affected. I sent the guitar back to them and once received, the sweetwater support and repair tech shop were very helpful. They did confirm my claims and ordered an exact replacement Of course it did take some time as the EVH Wolfgang’s are still in high demand. I received my guitar about two weeks ago and it was perfect. Sweetwater made a commitment to carefully inspect my replacement before sending it to me and they delivered. The guitar is perfect. 👍👍👍
Awesome research and presentation! ...Makes me feel more comfortable and confident about purchasing from Sweetwater!
Best RUclips video I've seen in a very long time. Answered a lot of questions that I had as well. Thank you for doing this.
Such a great behind the scenes video. Well done, Phil!
Jazz hands!
Phil… this is so timely.
I vowed I’d never buy a guitar without laying my hands on it first. Well, now at 71, from watching your videos and a few other channels I went out on a limb and purchased a PRS Hollow Body SE Piezo from Sweetwater. Your video on that from 2020 sold me, plus I’ve been doing buying from SW now for over 15 years. I really like their stuff and service. Thanks for your programs.
Sweetwater has the best costomer service I've ever experienced hands down.
It's so strange though. I keep things short and simple and straight to the point. I've called them a good three times and every time I felt completely rushed and they would just agree with everything I say. Like I said I keep things short sweet it's not like I was wasting their time or trying to talk to them about my life story.
@@beefnacos6258 I'll take that over retail trying to argue with you any day!
Bought two guitars and a bunch of other stuff from Sweetwater. Had to send one guitar back for a replacement. It was just a quibble on my part but they made it pretty painless to get a replacement. I did email the tech a few times and he kept me appraised of the progress. Good stuff!
I’m impressed any company would give someone from the outside this kind of access. That speaks a lot about the company and their values to me.
I've been ordering equipment from Sweetwater for several years, and they have never let me down.
I have to admit, the only guitar I ordered from them was a Reverend 12-string, which was perfect right out of the box, but Reverend does their own setup process that is top-notch, so I'd expect nothing less than that, regardless of where I got it.
The service I have received from Sweetwater is above and beyond, with people contacting me with offers to help me out even though I've never needed help. You don't expect that, and you don't expect a bag of candy in every box either.
They are best!
Great video! As are all of your videos!
Their processes are key for the quality they deliver, fantastic video!
I’ve bought a few demos from Sweetwater and been extremely happy with them. The issues were negligible at best and I wouldn’t even have noticed if not shown so….. somebody’s paying attention! Derek is usually my sales person and wonderful and personable to deal with! Always answers questions with a good attitude and loves to talk music!
A long time ago around 2009-10, i bought a guitar from Musicians friend, and i can tell you with a 100% certainty, this was definitely something that the industry needed, because when i got the guitar i purchased (a Spirit/Steinberger) it came with a broken section of the headless stock, and serious string buzzing issues, the action, intonation and neck relief were definitely not checked. I had asked for a replacement, and the replacement came with bad action, buzzing and poor neck relief, AND a bad tone pot that basically behaved like an on off, nothing happened until you had it almost completely rolled off and then it was just fully engaged. I didnt bother to return it, i still have that little thing to this day, and its autographed by a trio of well known guitarists, so i guess that's why i keep it. But this is something that definitely Sweetwater has a leg up on everybody if they're not doing this to every instrument that goes out the door! Thanks Phil as always for the awesome content!!
About to pull the trigger on a new guitar from Sweetwater. My first "big boy" purchase from them. This eased my mind as I had concerns. Bravo!
My PRS SE Paul's Guitar arrived from Sweetwater with incredibly high action . A dead 11th fret on the 1st string . A boogered screw on the jack plate . I fixed the problems myself , but was unhappy with the guitar from day one , sold it withing a year . First impressions leaft me with a guitar I was never going to be happy with . Thanks Sweetwater .
Well done. Impressive. Have dealt with Sweetwater and the company has always been accommodating and never questioned why. Will deal with Sweetwater in the future.
Been buying with Sweetwater for a decently long while. Almost exclusively on new stuff. Seeing the process on video is pretty cool. I've always had good experiences buying from them.
This is a very cool video and am happy Phil made it. He is the perfect person for this. 👍👍
I love Sweetwater. I have never had a bad experience with them. Thanks for this video, pretty cool seeing what goes on there.
Good one! A business like Sweetwater isn’t in the habit of bringing in an individual to record the step by step details of one of their promised QC process’s . ‘A+’ for the video, and the effort it takes to get them to show you!
The BEST customer service in the business... ever. I have purchased four guitars from Sweetwater over the past few years and can't say enough about how great the online purchase experience has been. Phil, thanks so much for doing this video! It's nice to see the guys that really try to do a good job get that effort brought out for everyone to see.
Nice job Phil and thanks to Sweetwater for being transparent and for taking the time and expense to do this.
What a great initiative of yours in making such an informative video! It was nice to know what the 55 point inspection system is and how it is processed. This procedure just creates a win-win-win situation for the customer, the retailer and the manufactorer. The former is ensured to get an instrument that has been carefully checked with an objective approach and thus without issues, the second tend to reduce costs associated with returns and refunds, improve the overall consumer experience with the purchase and the likelihood of consumer fidelity, and the later gets feedback data regarding potential weaknesses in its line of production without having to spend additional resources to detect those failures, which creates increased opportunity of improvement in quality of their products. The manufacturers should be thankful to Sweetwater.
Another remarkable thing is the concern of the company in being transparent with the customers regarding its 55 point inspection system, publicizing what are those and what are their methods. Very nice.
I’m glad you did a video on this because a couple years ago I bought an Epiphone les paul custom From Sweetwater. The only reason I bought it from Sweetwater was because of the 55 point inspection and I thought they were going to set up the guitar and save me from having to take it to somewhere else and pay $150 to get that done. I am a new guitar player so really wasn’t aware of a lot of the issues but over the years I bought four more guitars and I bought the music nomad complete guitar set up kits. When I checked the Epiphone out I found that the nut was way too high and it was so hard to press down on the first fret and it was constantly going out of tune within a few minutes. The action was too high, the pick ups were too low, the saddle radius was nowhere close and the intonation and relief was way off. Since I was a new player I just assumed all the bad sounds were from me until I went through the complete set up myself and I realized they may do a 55 point inspection but they arent setting these up properly and that was the only reason that I bought my guitars from Sweetwater. I still buy everything from Sweetwater because they have outstanding customer service but now I just do all the guitar work myself which is great because now I learned so much about my guitar and how it worked. What I think is the most embarrassing was I bought an EART es335 clone From Amazon and the only reason I bought this guitar was because Reviews on RUclips showed how good the frets were and that they were stainless steel. I didn’t want an expensive ES 335 but just wanted something cheap to play on so I bought it from Amazon and I used the same music nomad kit that I had to completely redo the setup on the Epiphone. The EART guitar was only $399 and when I went through the complete set up measurements I found that this guitar was set up perfectly and it was half the price of the Les Paul. The Eart guitar had perfect relief, perfect nut height, perfect saddle radius,perfect action height, pickup height and the intonation was perfect. This cheaper guitar stays in tune and plays great. I bought the music nomad kit to do a complete set up on the cheap guitar so I could learn on a cheaper guitar and ended up spending most of the day trying to fix the one that came from Sweetwater. I bought the Sweetwater Les Paul right before Covid started so it wasn’t a staffing problem there. I am glad that I know how to set up my own guitars now. Ok now i feel bad. I watched the rest of the video and realized they arent setting these up but just inspecting them. I have to say the les Paul was immaculate. There were no scratches everything cosmetically was great so now my issue would be with Epiphone And why they would send it out with everything so far off? I guess the best thing to know is to learn how to do your own set ups so you don’t have to depend on anybody else. I still buy just about everything from Sweetwater because they really help out with the sales. As a new guitar player I had no idea a 55 point inspection was not a set up. I was going to buy this guitar originally from Guitar Center but then they wanted $150 to set it up and I assumed the Sweetwater 55 point inspection was the same thing and I still didn’t know it wasn’t until I just watched the video now. Maybe Sweetwater can make it more apparent that this is not a set up but just an inspection. The items on the card makes it seem like they are setting it up.
I always wondered about the 55 point inspection. Wouldn’t think twice about buying a guitar from Sweetwater. Thanks Phil.
Phil, thanks for taking the time to put this video together. I think it provides a better understanding on how Sweetwater conducts business. They are not just a pass through distribution house with great marketing hype. Makes me more confident in their products. The discussion on final quality puts some realism into the production process... actually any production process. Nothing can be 100% no matter how well the manufacturer/distributor humanly tries. Exceeding customer expectations used to be a universal goal in manufacturing... not so much anymore...just look around. Good to see Sweetwater still maintains that benchmark. Thanks again.
Thank you Phil and thank you Sweetwater.
I really enjoyed this video. I've purchased 7 guitars from Sweetwater and have had zero issues. The setups were all pretty good on them too.
I’ve bought three guitars so far from Sweetwater and with all have had great unboxing experiences. Additionally, I love their customer focus and dedicated sales engineers!
Phil you are a scholar and a gentleman for doing all these informative guitar videos. I know so much about the instrument I love these days.
I bought 2 basses from Sweetwater, both were setup nicely and no issues. Thanks for the tour Phillip!
Simply awesome. Thanks to Phil and sweet water for putting this together!
I recently ordered a bass from them. Having never purchased from I didn’t know what to expect. The bass hasn’t arrived yet, but I feel much more confident about the order. Thanks.
A few years ago, I bought a wine red PRS SE that had something like a 1/3 inch metal shard painted into the back of the neck. Sweetwater shipped a flawless replacement and a call tag for the original guitar. You can't beat that service!
But didn't it go through their 55 point inspection brfore beind shipped to you? They should have found that......
I've purchased three guitars from Sweetwater over the past few years and they all arrived perfectly. They do a great job and having an assigned sales person who follows up and helps with an order is the best in the business.
Great vid, Phillip. You went above and beyond with this one.
Very interesting video. This was a good subject to cover.
Thanks, Phil. Sweetwater's Sales Engineers and Associates are great, too. The Pack and Ship people also sign the shipping card with a thank you note, which is sweet! My eldest daughter and son in law were puzzled when two Sweetwater packages were delivered to their door last Christmas, and they found some candy packaged inside. This dad quickly explained that in a phone call. I was looking for a wood hard shell case for a Breedlove Concert, and Sales Engineer Nate Burkhart was a great help as I looked up case manufacturers' specs after taking measurements of the actual guitar, corresponding with him and Sweetwater. Several months later, Sweetwater became a Breedlove dealer, and we already knew that the Gator Cases 000 case fits the Breedlove Concert body. I recently purchased a B-stock demo Breedlove Jeff Bridges Signature Concert Copper E, and am quite happy with it, and hope to take it with me to visit the factory in August. The "blems" often have no effect on playability, and since these are delaminations in the gloss finish over the binding, do not bother us. (I gave my SIL a B-stock non-signature Concert Copper E, which is so open and warm, and easier to play that it replaced his dreadnought.) Chuck Surack also sends customers letters of thanks for developing a relationship with them. Thanks again for learning about Sweetwater's neighborliness and efficiency, and passing that on to your audience.
💯Thank you for this, very informative. I've been a customer of Sweetwater for years and have spent far more than I should have. My rep (shout out to Chris Fenton) has always been very patient and informative. Any issues I've ever had were handled with priority and efficiency. I've started ordering the full set up with the last few guitars and they are set up exactly how I've asked, low action and minimal buzz. Delivery's are usually within a few days and can't forget the bag of candy that my wife gets to lessen the impact of another guitar showing up. Kudo's to Sweetwater, may you never change the business model or go away.
I Really like Sweetwater. Bought a PRS from them a few months ago. Minimal set up required. Intonation 👍 action a little higher than I like but totally playable. Great Customer service. Great Video
Great video, start to finish!
I may have a lower standard than most. I used to buy from guitar center and bought a PRS from Sweetwater. I was blown away about how much information they give you before you buy. I was not expecting a setup by any means. I did expect that I was not going to get a guitar that was damaged. I don't think they failed on that. I will definitely be buying from them again simply based on the fact that it expands guitar purchases to things you may not be able to hold, but you can see exactly what you are getting.
I have ordered many things from Sweetwater . And I am a very satisfied customer .
I ordered a package of edible panties from them and they were delicious. Tasted like cherry fruit rollups. I can never recommend this company enough.
Since 2015, I've ordered multiple guitars from Sweetwater. Only one went back because I didn't like the finish in person. They quickly replaced the guitar with another brand, and still have it to this day. Great customer service! Life long customer here.....
Bought a Schecter Omen-8 from there a few months back. Never had a better guitar buying experience. The guys at Sweetwater definitely earned a return customer.
Phil thank you! as a Sweetwater customer who has spent way too much on guitars - this video was super helpful and lets the buyer appreciate the level of work that SW spends prior to shipping to customer 🤘😎
This video was fascinating! When Phil talked about the Sweetwater event on the podcast, I was excited to see these types of videos, but this footage is way better than I imagined! I have a new respect for the people behind the scenes over there. I've always been a fan of my SW rep, Dan...anyone else look for their rep in the background? Lol. Anyway, it's cool to see the rest of the crew
Cheers
I bought a Gretsch Harrison Duo-Jet from Sweetwater. I had it "Plecked" . (I advise all to have this done) It came to me in perfect condition, in tune, and perfectly set up. I changed the strings to Thomastik-Infeld flats, which ought to be on it, and it's as good a guitar as you could wish for. Love Sweetwater. I hope that the new management/owners keep the quality up where it has previously been.
👍🏻👍🏻👍🏻 Sweetwater is my main store online. They’re great! Thanks for the video!!! Good insight 😄
Such a good video. We’ve all been patiently waiting for this one and it did not disappoint!
Thanks Phil, and Sweetwater for “opening the kimono”!
Good stuff as usual, Phil. Very cool of Sweetwater to let you (and us) in on their process. I’ve been hearing of issues with Sweetwater for years from so many people but, they’ve always been great with me. Top notch customer service from the SW team!
It was great to see and hear about their process. It makes me feel a lot better about buying a guitar from Sweetwater. I am a little surprised that Sweetwater shared all of this with you and us. That's cool!
This was such a great way to do this video. You show the company's side of what they have to do, it is a lot of work when you have the volume they have. So even if an issue slips by, its nice to know they will handle it when you tell them.
For the last 10 yrs or so I’ve bought ALL my Guitars and Amps from Sweetwater and have Never had an issue with anything! Maybe I am just lucky, have a Good Sales Engineer, or the Tech’s are Great. I’m betting on the last two! I have to have All my Guitars modified because for 57yrs I’ve played Left Handed Guitars strung Right Handed which means a New Nut, Strings and a Setup. Cheers to Sweetwater and they’re Staff especially my Sales Engineer Delvin Wolf who keeps track of the Process for me and keeps me in the Loop at all points! Very informative Video Phil, please keep up the Good Work and Cheers from Salem, Ohio!
Thank you Phillip McKnight and the Sweetwater team.
Very enlightening video for sure.
The 55 point inspection process is a competitive advantage for Sweetwater Sound.
I hope they continue with this process and find ways to improve.
The features I like best are
1.. The photo gallery and guitar weight options that I’m able to select from before I make purchase.
2. I prefer that Sweetwater do the unboxing and the first pass inspection to prevent surprises on my side of the inspection process.
Things that stand out for me are:
1. Inspection tech II checks that relief, action, and intonation are within tolerance. Not that they meet manufacturer's spec. See Target Action Tolerance chart they have displayed that gives guidance to the tech, which seems to show they will allow a 20% variance from manufacturer’s spec.
2. I don’t see the benefit of having a brand product manager on site.
I am always SO impressed at Sweetwater's customer service and logistics. Honestly, for a massive online-based retailer, the fact they go above and beyond...not just for music gear but for ANY company in general, I've not encountered such enthusiasm for customer service- it amazes me how they are able to do it at this scale.
Other consumer based companies need to learn from Sweetwater's internal system.
That was very informative and entertaining. Thanks Phil!!! Very impressed with Sweetwater and their dedication to customer satisfaction.
I tried to order a ‘special’ limited run guitar from SW. Usually a good manufacturer, not cheap. First one didn’t make through inspection, neither did the next two. Turns out flaws in the finish were causing the fails, and it was the unique finish I was attracted to. We eventually gave up on that guitar. It took months. Love SW. picky tho they may be.
Phil staying real for us as usual. Cudos to Sweetwater as well
Well done! This just shows that they have good intentions but it ultimately depends on the attention and experience of the techs involved.
Thanks for this video. It just confirms that Sweetwater is the source. I like the 55 point inspections because someone really puts hands on the guitar. I bought a Danelectro 59XT and it was set up right out of the box. So far every guitar I have got from them has had zero problems. Again great video!
The Silver Sky SE I bought from Sweetwater came perfectly set and ready to go. Best playing new guitar I have ever bought
The local shop I work at does free set ups on all guitars and it saves a lot of hassle and it’s easier to be transparent with customers knowing any guitar they want can be adjusted to play well so there’s no worry about selling lower quality instruments or guitars that have been on the wall a bit too long. Only works on a small scale I suppose but it seems to work for us.
Man I wish my local guitar shop did this I paid damn near 75 bucks to get my bass setup
Great video Phil, and judging by the number of comments many others agree. I can't say I've bought hundreds of guitars from Sweetwater but I have bought a few. I'd say they were not set up at all and I had to do this completely on my own. When the 55 point inspection says it checks action, string height, intonation etc. to me this is basically a set up. It does say on their site under the 55 point description that this is different than a full set up, I've just never noticed it before until now :). I did have a Strat where one of the bridge screws was so crooked it made me wonder if anyone even looked at it. But their customer service is THE BEST hands down so I'd still rather buy from them anytime.
I've bought two guitars from Sweetwater. It is really cool that you can see the exact guitar before you buy it.
I've purchased one guitar and some equipment from Sweetwater and was impressed by how easy they made it and how knowledgeable the salesperson was. But this video really showed me that getting quality from Sweetwater is no accident. Great job Phil!!
Great video...provides answers to a lot of my questions about that inspection. One question I have that didn't get answered is WHEN is the inspection done? Near the time the guitar comes into inventory from the mfgr or after a customer buys it and is getting ready to ship out? On acoustic guitars in particular, things like action and neck relief and intonation could change over time especially if the guitar sits in the warehouse for several months before it's sold. Do they check playability again before it ships?
love how granular this video is, great stuff Phil!
Great video! I love Sweetwater.
Thanks for the behind the scenes peek.
I have always had a positive experience with Sweetwater. I have even received phone calls to make sure that I was happy with my experience. There was a time when I was a little skeptical of buying a guitar online. Sweetwater has changed that for me.
First Pass Quality (FPQ) is a table-stakes metric for any manufacturer, and Sweetwater's inspection system is a check on the original manufacturer's own quality control process. Hopefully, the manufacturers are taking advantage of a great feedback loop for continuous improvement. I am a little surprised by the excessive neck relief I see on a lot of instruments these days. That, and acoustic saddles seem to be getting taller and taller from the factory. But, as you say, it's not a setup, it's an inspection. Sweetwater has been my preferred vendor for many, many years. I've only ever returned two purchases in my long history with them. They've only ever been helpful and accommodating on the rare occasions I've needed to reach out to them.
Going into the actual sweetwater store is a whole different world than any other music shop I've ever been to. I'm glad to see the care they put into making these guitars/manufacturers better
Very cool video. It's astounding to me that you had to make this video, Sweetwater should have made this video years ago as a marketing piece.
This is a really great and informative video...thank you Phil. I'm a huge Sweetwater fan, thank you Sweetwater!