I would like to preface that German is a quality and skilled guitar Luthier and repairmen.
This is regarding his manager Armand, and his lack of courtesy and professionalism regarding me as a customer.
Since I've owned my 2015 Teodoro Perez Maestro guitar there have been issues that needed to be corrected. Living in Montana, it is IMPOSSIBLE to find someone that does classical guitar repairs.
Trusting GSI, and reviews on various forums on his repair work, I sent in my guitar for repair work. I've corresponded by email, text, and or phone call. I have never had issues the past six times I've sent it all the way to LA.
Keep in mind, me sending my $10,000 guitar all the way to Los Angeles, would make the owner worry where his guitar was at. However, with GVR I knew once they received it, I'd be taken care of.
All times leading up to me sending it out on the 5th of November have been very smooth.
Speaking with German's nephew, or cousin that was feeling in for Armand while on vacation stated I could send the guitar in and they'll let me know when they receive it. That unfortunately wasn't the case, and sometimes this happens with small businesses.
I had heel work done from German that didn't finish properly. When you refinish french polish, it has a tendency to fall into the grooves of the wood. Unfortunately this was the case, and I wanted to send it back before I start school, where unfortunately being a full time student I wont be able to afford the luxury of sending my prized position for repairs in the foreseeable future.
I sent the guitar on 11/5/2016, to ensure that the guitar would get their by Monday.
I sent a text at FedEx shipping center in Montana the moment I sent it off, reading:
Saturday 6:13 PM (MST) 11/5/2016
"Sent guitar yesterday. I'm moving to small rural city to attend college next week. Which means I'm taking a 20,000+ pay cut. When he did both sides of the heel the French Polish sunk into the grooves.. The guitar I'm learning to make sound better... but don't know if I'll be able to afford anything else for sometime."
Followed by the FedEx receipt with the tracking number $260.01. Friday Evening goes by without a text. Although, I know it was late, I felt comfortable enough texting Armand to let him know my baby was once more coming to their shop, to good hands. I never received a response back, on Friday, Saturday, or Sunday.
Monday the 7th comes with no call, text, and or email from GVR. I had guitar practice, the gym, and work. By the time I got home it was 11:00 PM MST / 10:00 PM PST.
I checked the FedEx tracking number to get assurance my package arrived safely.
To my disappointment, the tracking said "Refused by sender" in big red bold letters.
This package, was rejected at 1:48 PM PST. (2:48 MST).
I texted Armand immediately hoping that in the morning he would reach out to me, or send me a text stating he would let me know the situation tomorrow. Perhaps it was damaged, or something happened and I was worried.
I then emailed, and texted him that regardless if they get annoyed by working on my guitar, or think my wishes are "petty", it's money towards their store, or other products. I literally spent the last of my money for before going back to school, as I have trusted GVR time-to-time. Rejecting my $11,000 ($10,500) guitar and letting it set god knows where, without communicating is poor communication and exceptionally awful customer service. I could see refusing a $450 guitar, but not a guitar that cost more than my car. In the auto business if someone brings us a problem, or a scratch we fix it, regardless how minute it may be. We would never turn down a customer. I let them know I would prefer and appreciate them fixing it. I find it to be a compliment to the luthier that someone trusts him enough to send their guitar many states away to get repaired. I provided feedback to the other persons whom referred me to GVR and praised the company for their wonderful work. I had this review at 5/5 stars, but must change it. I asked him to mend this to the best of his abilities.
Again, no response as 11/8/2016 approaches.
I then again text him at 10:47 MST saying "Please call me" , no response. I called him at approximately 8:03 AM MST asking him please call me at his convenience.
No response.
I called him again at 10:51 MST 11/8/2016, with no response.
I then called the shop at 323-934-0647 at 11:05 AM and the call duration of 8 Minutes long.
I let him know it was me and was trying not to get upset. I asked him immediately what the "deal" was, and why my package was refused. He stated that he didn't agree to me sending it.
I asked him, why couldn't he have called me during that text on 11/5/2016, or Sunday (6) or Monday (7). He stated I went against policy, where the policy was no where outlined via text message, and or their website: http://www.guitarsbygvr.com/
He began arguing with me putting the blame. Now for liability issues I could read more