This is my ongoing story

[GTSP]

Ok, I decided awhile ago to check out the Mosrite guitar to see if I'd like one. Long story short, I love it. I scanned the web, even lurked this website big time before joining.

I called Ed Roman. Ed himself answered. I've seen on this site & on another one that most have a negative opinion of this guy. This is not my opionion, but the jury is still out. He took a good 45 minutes to talk to me regarding the Mosrite. His language was a bit gruff at times, but that stuff doesn't bug me a bit. He did take the opportunity to insult my SG, but thats his opinion & he certainly knows guitars.

6 days after my order, my guitar came in. I opened the box & I fell in love. Even though it wasn't made under the supervision of Mr. Moseley, it is a beautiful guitar. I looked at it, I strummed it. It was outa tune. No biggie, that's an easy fix. Then it happened....a big chunk had been taken out of the body of the guitar. It was on the top, rear edge & was about 3/4 of an in long, 1/4 wide along w/ a dent in the paint. I called Ed Romans right away & spoke w/ my salesman. According to him, the guitar went through 2 inspections at their store. It must've been damaged by UPS. He was really sorry & he said that someone would contact me later to handle the claim.

True to his word, a female called back & she had already got the claim open w/ UPS & said they will either replace or repair the guitar.

So far a really crappy situation is being taken care of. I open this topic so I can let my fellow Mosrite-ites in on the story & eventual outcome. I really want a good outcome. I did call UPS yesterday & a claim has been opened & they said they are in the process of inspecting the damage.

Has anyone else had a similar problem? Is there any reason not to believe Ed's salesman? I truly do believe them, but ya just never know. Should I just call them & tell them to giv me my money back & keep the guitar & get one somewhere else? Has anyone got one yet from Front Porch?

Your thoughts are appreciated.

GTSP

[dubtrub]

I'm a little confused with your statement "Then it happened....a big chunk had been taken out of the body of the guitar." Are you saying that you found damage or that you damaged it while playing it?

When I filed a claim with USPS not UPS once upon a time, they required to examine the box it was shipped so they could determine if the damage occurred in shipping or before the item was placed in the box. If the box isn't damaged there could be a problem in showing that it was damaged during shipping. Was there anything loose in the case or box that could have banged around causing the damage? Before Ed or UPS assumes liability, I'd bet they will want to try and lay the blame on you as having damaged the goods after receiving unless it can be proven otherwise. JMTCW

I sure wish you the best of luck.

[GTSP]

Sorry, lemme clarify. The chunk was already there. I didn't put it there. I don't know what UPS or Roman is gonna say. That's why I brought it up, so I can keep ya'll uprised of the situation.

[MWaldorf]

GTSP,

Was the guitar shipped in a hard case? Was the hard case damaged? If not, it would suggest damage prior to shipping, or because of loose items inside the case during shipping.

I hope you find a positive resolution, and wind up with a Mosrite that only brings you smiles!

Mel

[GTSP]

GTSP,

Was the guitar shipped in a hard case? Was the hard case damaged? If not, it would suggest damage prior to shipping, or because of loose items inside the case during shipping.

I hope you find a positive resolution, and wind up with a Mosrite that only brings you smiles!

Mel

Mel,

Thanks for the kind words. The guitar was shipped very well, but not in a hard case. Eds shop did a good job shipping it. It was in a Mosrite gig bag, wrapped in a ton of bubble wrap. The box did have a dent, but its hard to tell how it happened.

One positive thing is this. The person at Eds place (I wish I could remember her name) said that, no matter what UPS said, they'd repair or replace it. I sure hope they stick to their word. Anyone have 1st hand knowledge of Romans shops customer service?

[Brian]

Was the missing chunk in the case that it was shipped in?

[Desert Surfer]

It happened to me a few times before. One with DHL, and two times with UPS. I have got full settlement from the sellers on the first two. The 3rd case was a little complicated. It was a guitar display case which was damaged by UPS. I had to file the claim myself since I used my UPS account for the shipping. it took a while to settle the claim with UPS. Luckily it was insured. UPS personnel was tough to to deal with.(unfriendly and unprofessional) I did not get the full insured amount but only the actual purchased price (I insured 110% to cover the shipping but did not get the full insured amount, UPS just went by the amount which was to their favor) In your case, Ed Roman was the shipper so they should file the claim. You said the box was dented so it was probably damaged during the shipping. It is not a good idea to ship the guitar in gig bag. They should have double boxed it and put a lot stuffing and peanut in the inside box. Even shipped in hard case, I would put a lot stuffing or bubble wrap inside the case.

The first thing you need to do is to take a lot photos. Box (inside and outside) then the guitar itself. Finally zero in the problem area. I was surprised that Ed Roman did not ask for these photos. Keep all the packing material as you need to repack and ship it back. If you have not done so, take the photos now as you may need them later. Ed Roman should arrange UPS to pickup for the damaged guitar and send the replacement guitar once they receive and examine it.

Did Ed Roman quote you the shipping & handling? Did he include insurance? It this guitar was insured, Ed Roman will get the money back from UPS. Otherwise, I think UPS will only pay $100 for the damage. It is shipper's responsibility to file the claim, so it is normal that Ed Roman who should stay on top of it. In most cases, good retailers would take the damaged guitar back and send the replacement guitar free to keep the customers satisfied.

I deal with TC and Stephanie at Ed Roman's. Both are nice. I believe Scott is the manager.

I am not an expert on this matter but hope this little info helps.

Good luck with your dealing with Ed Roman.

[GTSP]

Steve from Ed Roman called today. He said they received the guitar & looked at the damage & they are going to replace it. I asked this time to have it send in a case in lieu of a gig bag & they knocked off $30.00. So far, my experiance w/ these guys is going really well. Now I wait.

[GTSP]

Checked the tracking number. Guitar is s'posed to be here on Tuesday. Fingers crossed.

[Dennisthe Menace]

Gun Toting Skate Punk,
Any updates from getting this situation resolved???....
Was just wandering how it turned out...