Fender Custom Care
From their first day of production in 1987, the entire Custom Shop team has remained fully committed to exceeding the expectations of our loyal customers. You are the only reason they exist and they're dedicated to bringing your dreams and the vision of your Custom Shop instrument into reality for you. Fender does not take this partnership with you lightly. They understand that you expect the very best from them and it is their goal to craft the highest quality musical instruments and provide the world's most comprehensive customer support.
All Custom Shop team members take great pride in their craft, and every Custom Shop instrument is built with exacting attention to detail and quality. Their people, process, and practices reflect their constant drive for continuous improvement and ensure that every Custom Shop instrument exceeds customer expectations in delivering vibe, feel, history and performance.
Custom Care Principles
Customer First — Our vision and mission statement highlight our desire to create a customer-centric environment. We are here to provide world class customer service and to place the needs of the customer first. In all we do, we never forget that our customers need us to be the experts they expect us to be; and to serve their needs in a polite, professional and helpful way.
Action — We know that our customers are contacting us because they need action. They expect us to be ready, willing and able to quickly solve their problem, answer their questions or provide other forms of support. We will never pass the buck, procrastinate or make excuses. We will take the actions necessary to provide the level of high quality customer support we strive to be known for.
Resolve — Our goal is to resolve problems and provide solutions. We will do all we can to resolve all issues until our customers feel fully taken care of. Our commitment is to follow-up, follow-thru and solve problems no matter what.
Exceed Expectations — We strive to do more than our customers expect and will go the extra distance to support our customers' needs. By putting our customers first and taking action to quickly resolve issues, we will exceed the expectations of our customer every day.
Custom Care Promise
Fender Musical Instruments Corporation guarantees that your Custom Shop instrument will be expertly crafted according to your specifications and will arrive free of defects. If not, they'll repair, modify or replace the instrument at no charge to you.
Please take a moment to explore the Custom Care program advantages:
This extension will be subject to the same limitations and exclusions specified in the standard current FMIC limited lifetime stringed instrument warranty.
In support of, and as proof of our unwavering commitment to Custom Shop customers, we'll provide this extension to all registered original purchasers worldwide, regardless of original retail purchase date.
Please note that only original Custom Shop instrument owners are eligible to receive the warranty extension.
A toll-free phone line (1-800-856-9801 FREE) and e-mail address (firstname.lastname@example.org) have been established so that Custom Shop customers can easily contact Fender Custom Care. Custom Care staff will respond to inquiries on a priority basis during standard business hours (8:00 a.m. to 5:00 p.m. Mountain Standard Time, Monday through Friday).
Worldwide Repair/Service Options
After evaluation at a local Custom Care certified service center, consumers will have the option to request the location where they prefer to have warranty repair/service performed.
- Local service through certified Fender Custom Care service centers for minor issues and/or product evaluation.
- In-house repair by Fender Custom Shop, Fender Nashville Service Operations or international Fender operations.
Fender will pay round-trip freight charges for Custom Shop products requiring warranty repair. Detailed shipping instructions (including instrument and parts packaging instructions) will be provided on receipt of the initial service request.
Attention to Customer Details
Every effort will be made by the Fender Custom Shop Service Department to preserve the special qualities that make each customer's guitar unique. We will document and confirm all personalized setup specifications, and no work will be performed without the consumer's informed consent.
On receiving your instrument for Custom Care warranty service, Fender Custom Shop and/or Custom Care certified service center personnel will perform a 21-point inspection. The following will be performed free of charge:
During the inspection, if our experts recommend repairs or improvements that fall outside of normal warranty coverage and are not part of the customer's original request for service, Fender will do the following:
- Contact the customer with our findings and provide a quote outlining the details of recommended non-warranty service and pricing on non-warranty repair work.
- Provide a time estimate.
- Seek customer approval to perform the non-warranty work ourselves, or ask if the customer does not want Fender Custom Shop or Custom Care certified service centers to conduct the work.
- Request an approval signature and method of payment for any non-warranty work. On completion of non-warranty work, the customer will be billed accordingly.
- Exclusions: At this time, we do not accept customer requests for non-repair elective product modifications. However, we will offer assistance in providing information on local authorized service centers where the customer may choose to have elective modification work done.
A service report will accompany all products serviced in-house on completion of each service request. The report will include customer contact information, service request details, instrument evaluation summary, the 21-point inspection checklist status, an itemization of all work performed, and the signature of the service technician.