PMT Northampton Issues

oskal682

Hi all,

Apologies if this has been posted in the wrong section.

I returned my Encore electric guitar to PMT in Northampton as the nut broke after owning it less than a week. As the guitar was still under warranty, they offered to fix it free of charge. Estimated time of repair was about 3-4 weeks. 

However, nearly 7 weeks later, still no guitar. I call the store and have been promised call backs which never happen. This really isn't like PMT to drop the ball like this, however I'm a bit cheesed off. 

I put to the forum;

A, how long does a nut repair typically take?

B, any advice on What to do next?

Any help would be appreciated 

Mark 

mbe

A. About 20 minutes.
 B. Report them to Local Authority Trading Standards because they should have offered you either a refund or exchange.

joeyowen

What was the issue?

Rox

As it's been an unreasonable amount of time, ask for a refund or store credit against an actual guitar. 

crunchman

They have probably sent it back to the manufacturer.  That can take ages.

They should be communicating better though.

impmann

Sadly, I don't think PMT Northampton has an in-house luthier. I'd agree that swapping out a nut to an experienced tech is bread and butter stuff and shouldn't take long. 7 weeks is taking the piss...

Make a pain in the arse of yourself - especially if you can get hold of either Simon or Terry who own PMT (they don't work at PMT Northampton - they are Essex based, use your Google-Fu) and I'm sure it will get resolved very quickly.

oskal682

joeyowen said:

What was the issue?

The nut had cracked at the low E. I was in the process of restringing when it just fell apart. It looked like it had been glued already as there was a lot of excess adhesive. 

I really don't want to fall out with the guys there as I've been going there for 11 years. 

Thanks for the replies 

Arktik83

I found PMT were a bit slack in terms of communication via email, get them on the phone and they weren't so bad, not great but better than email.  Try getting on the blower to them.

Sassafras

Crikey!
I didn't even realise Encores were still being made.

Paul_C

If there isn't anyone in the shop to do that sort of thing they usually get me to do it - I'm in town tomorrow so I'll pop in and ask them

Lodious

Sassafras said:

Crikey!
I didn't even realise Encores were still being made.

I don't think they are...this is a Terry Morgan.

oskal682

Sassafras said:

Crikey!
I didn't even realise Encores were still being made.

They aren't, but I use mine for gig guitars. They are cheap, sound ok when set up and it doesn't matter if they get damaged. Unlike my American Special Strat. 

oskal682

Paul_C said:

If there isn't anyone in the shop to do that sort of thing they usually get me to do it - I'm in town tomorrow so I'll pop in and ask them

Much appreciated 

OilCityPickups

Can I just point out how bloody good the Fretboard forum is for getting things sorted ... we kinda take it for granted, but this is such a fabulous resource for musicians.  

Octafish

oskal682 said:

joeyowen said:

What was the issue?

The nut had cracked at the low E. I was in the process of restringing when it just fell apart. It looked like it had been glued already as there was a lot of excess adhesive. 

I really don't want to fall out with the guys there as I've been going there for 11 years. 

Thanks for the replies 

If their service is that bad, what's the point of continuing to use them/stay on good terms with them? Did you buy the guitar new? As far as I'm aware you entitled to get the guitar replaced or your money back (your choice) if returned within 30 days of purchase. Nevermind the 7 weeks, 3-4 weeks is a total joke to fix a broken nut and very poor customer service.

darthed1981

I've actually got a broken amp (well, its the power supply) to take back in this weekend, will let you know how they get on with that one.

Bridgehouse

darthed1981 said:

I've actually got a broken amp (well, its the power supply) to take back in this weekend, will let you know how they get on with that one.

Did Anarchy in the UK kill it?

Serves you right

darthed1981

Bridgehouse said:

darthed1981 said:

I've actually got a broken amp (well, its the power supply) to take back in this weekend, will let you know how they get on with that one.

Did Anarchy in the UK kill it?

Serves you right

It actually broke before I even got into Quad!

octatonic

impmann said:

Sadly, I don't think PMT Northampton has an in-house luthier. I'd agree that swapping out a nut to an experienced tech is bread and butter stuff and shouldn't take long. 7 weeks is taking the piss...

You can build a guitar in less time.

skunkwerx

https://www.pmtonline.co.uk/terms-and-conditions/

Go to Clause 10. 
Particularly Clause 10.3.1. 

10.3. In the event of a valid warranty claim being made pursuant to clause 10.1.4, you shall notify us of the defect in accordance with clause 7.5 and we will either:

10.3.1. replace the Goods if they are in stock; arrange a repair (if older than 30 calendar days) or

10.3.2. refund or re-credit you the price;

at your option (if within 30 calendar days). Provided that if the claim is made on or after thirty (30) calendar days of dispatch of your Order, we reserve the right to charge you for our reasonable costs for dealing with your claim.

(Cut and pasted from the t+c's). 

Unless of course their online terms & conditions differ THAT much to instore purchases (save from distance selling). 

Worth using against them though mate. 

Once again I despair, being 9 years into a retail 'career' myself, if what you say is true, they've done nothing but give x amount of potential customers a reason not to shop with them. 

Or they could have chosen to give great customer service and straight up swap the guitar out or refund you, thus keeping you sweet and keeping you spending money with em in future, and not having a negative forum thread against them which hundreds of people will view. 

Why?! Why o why o why. 7 bloody weeks for a nut swap, which if its gone back to the manufacturer, you can bet they will just send a new guitar anyway. 

Madness. 

N to think Pmt turned me down for a job. 

Oooh I'm sour! 

impmann

I was interviewed for a job as manager of the Northampton store - I'm too professional to reveal the contents of that but suffice to say, I didn't take that job and won't ever work for them. I will keep arms length from S&T...