Larrivee support

[Danfo]

Hello all,

My name is Daniel, I have been playing the guitar for 50 years, I play mainly acoustic/electric, I have owned many brands but it's a first for Larrivée.

I'm starting here because I'm not sure exactly where else to turn about my issue.

I am new to the Larrivée guitar world (only knew them by name), last month I got this beautifull LSV-11E 2006 (for 3K CND$ ;) ) and went to check the Larrivee's web site and saw nice parts that I could "pimp" my new addition with.

In particular (amongst ohter things) a nice inlaid bridge that I wanted to get to replace the one that was on my 2006.

So I wrote to "Support" to get guidance in choosing the right bridge to replace the one on the LSV-11.

After a couple of emails exchange, I ordered exactly what "support" recommended me.

Waited a couple of weeks to get the goods and took an appointment with my luthier (Pierre Laporte, well renowed in Montreal).

First thing Pierre did is measuring and comparing both bridges to find out that the new bridge would not cover the entire footprint of the one on the guitar.

When I wrote back to "support" about this issue, they said it was my fault because I ordered the wrong bridge!?!? That I never mentioned anything about replacing a pyramid bridge, of course not, how should I have known, they should have asked me no? They are the "support" after all, I was asking guidance precisely for that!

Now they talk to me about pyramid and standard bridge which I knew nothing about (remember, I'm a newbie at Larrivée), saying the new guitars of that model doesn't have the same bridge than the older ones (yeah, I told you it was 2006) and the footprint is not the same and so on.

It's like I should have known all the specifics about old and new bridges on this particular guitar.

When I approached "support", I told them it was a second hand (in mint condition by the way   2006 LSV-11E, also gave them the s/n and even registered it.

I think THEY should have asked all the questions to make sure what I had in my hands before making any suggestions.

What do you guys think?

Now, my problem is, they seem to ignore my emails now and I don't know where to turn to.

So they finally said to send it back for a refund but for me, it does not solve the issue, I had to pay duties and taxes on that part, when ordering another one that fits, I will have to pay more duties and taxes and this whole thing is just not fair to me...

[ST]

Hi Daniel,

Welcome.

It sounds like you've got a beautiful guitar and you're enjoying it.

I'm sorry you've had a misunderstanding with Larrivée.  I get the impression you want Larrivée to accept full responsibility for both sides of the miscommunication, and in your shoes, I might feel the same way. I looked on the Larrivée site and found the Return Policy and Shipping Information (see below).  Now that I've seen that,  I'd probably return the bridge and move on.

You might find a few people here who will commiserate with you, and others who don't.  I don't see that making a difference. If you're still interested in getting another bridge, work with Larrivée with dimensions, pictures, and make sure everyone has all the information needed to get to a successful outcome.

I encourage you to put this behind you and focus on the guitar, the music, and not this experience.




Return policy - Larrivée allows 5 calendar days to initiate return or exchange any item from date of delivery. To be eligible, your item must be unused, unworn, unwashed, or defective. Once we receive your item, you will be notified on the status of your refund or exchange. Refund is for item only. Outbound shipping costs are not refundable. The customer is responsible for paying return shipping unless item is received defective. Returns can be made to Larrivée Authentic, 1070 Yarnell Pl, Oxnard, CA, 93033. For assistance or information, please contact Larrivée Customer Service at service@larrivee.com.

Shipping - Flat rate shipping & handling fees apply. $5/$9 for USA, $10/$15 to Canada, and $15/$25 for International. Smaller items see smaller rates. On select items, shipping/handling is included in price. Flat rate fee is waved for purchase totals over $100 in USA and $125 in Canada. USA ships USPS Priority Post for most packages. Tracking number can be requested. Packages under 4oz ship standard without tracking. Canada and International ship USPS First-Class International with tracking. Larrivée is not responsible for import duties and/or brokerage fees that may be associated with international shipping.

[JOYCEfromNS]

^^^^^^^ THIS ^^^^^^^^



Taxes I understand but you shouldn't have been charged duties!!!

[B0WIE]

Daniel, if you've played for 50 years you need to take some responsibility for not noticing that the inlaid bridge is clearly not the same shape as a pyramid bridge. If you are doing modifications, there's an expectation that you either know what you're doing or that you would consult a luthier before ordering parts. I'm sorry to hear this happened to you, but I'd chalk it up as a mistake. I'm one of the first to point out occasional flaws in Larrivee craftsmanship and/or service (much to the annoyance of other forum members) but I really can't say that they did you wrong here. Modifications require research and knowledge. I hope this doesn't sour your experience with that beautiful LSV-11 you have.

[Danfo]

Hi BOWIE,I understand what you are telling me.

That is exactly why I asked "Support" for their guidance and advice, to make sure I get the right replacement part for my luthier to install.
I had no way of knowing that the old make of that model had a different bridge than the one they make today (seing them on a picture makes it pretty subtle).

Obviousely they did know because that's what they pointed out to me after.

Upon introduction to them, I told them it was a 2006 with serial number and even sent them pics of it where the bridge clearely shows (now I know what a pyramid bridge is).

I believe that knowing I had an older model, they should have known about the footprint issue (since they mentioned it after the fact).

If you go buy an upgrade part for a specific car, they will ask you the s/n, the year it was made and all and can tell you right away for sure if that part will in fact fit your older car because even if you know mechanics, they know more than you know about fitting parts.

I was just trying to make a point anyways...I did what ST suggested and it seems that it will work in my faver, "support" apologised and offered to replace the Item at no charge and I will send them back the one I first got.

Case resolved

[Danfo]

HI ST, thanks for the wise advice, I did just what you suggested

Dan

[Danfo]

Yes, I know but they did 

[ducktrapper]

^^^^^^^ THIS ^^^^^^^^



Taxes I understand but you shouldn't have been charged duties!!!

There is no actual difference between duties and taxes. Two words for the same thing. The CBSA exists to collect taxes at the border. However, with the huge volume of packages being shipped these days, it's a bit hit or miss. I guess they don't have the manpower to hit every package.  Oh the stories I could tell.

[AZLiberty]

If as the OP states, he sent pictures to Larrivee before ordering, then I have to side with him.  Larrivee service told him the wrong part.

As a Canadian, ordering from the US, there are no import duties, but he would have to pay GST.

[JOYCEfromNS]

As a Canadian, ordering from the US, there are no import duties, but he would have to pay GST.

Yup that too has been my experience so long as the item was made in North America

[broKen]

I wonder if the abalone has any bearing on the charges.

[ducktrapper]

Yup that too has been my experience so long as the item was made in North America

In Ontario, HST - 13%. If I cross the border with the item, I pay every time. If it's mailed or shipped, it's hit or miss. 

[JOYCEfromNS]

In Ontario, HST - 13%. If I cross the border with the item, I pay every time. If it's mailed or shipped, it's hit or miss. 

Agreed but if the item is manufactured somewhere other than North America there would be duties (in addition to the tax you refer).

[ducktrapper]

Agreed but if the item is manufactured somewhere other than North America there would be duties (in addition to the tax you refer).

I don't believe you pay both unless there's a tariff on the item. 

https://www.cbsa-asfc.gc.ca/travel-voyage/pdt-pdt-eng.html

[JOYCEfromNS]

There is no actual difference between duties and taxes. Two words for the same thing.

I don't believe you pay both unless there's a tariff on the item. 

https://www.cbsa-asfc.gc.ca/travel-voyage/pdt-pdt-eng.html

looks like we got somewhere on this one - besides hijacking the thread - sorry OP - 

Though happy its been resolved to your satisfaction 

[headsup]

To my knowledge support@ larrivee.com goes directly to John jr.

He has been invaluable with assistance about specific questions I have regarding my guitars.


BEST customer service, for many years, from my experience.

Sorry this has happened to you, clearly, an error, maybe more than one, has been made around two different styles of bridges.
I'm sure some common ground with all parties will be found, and everyone will be happy.....

[ducktrapper]

I'm always a bit uncomfortable with this sort of issue when it's brought here to the forum especially when it's brought by some one we haven't really gotten to know. We're third party Larrivée enthusiasts and are geared to help if we can or commiserate and we accept that the original post describes the occurrence accurately but there's not much else we can do. We don't make the guitars, we just love them. Most of our experience is that Larrivée customer service is superb. Certainly that has been mine. Sorry if it hasn't been yours. Hope it gets figured out to everyone's satisfaction.  

[dlsteel]

True, you should have better informed. they should have brought up all these issues before you bought anything. dont expect too much from jcl support

[Mikeymac]

True, you should have better informed. they should have brought up all these issues before you bought anything. dont expect too much from jcl support

Dan, I asked in another thread if you still work at Larrivee; I strongly suspect from your comment above that you no longer do (if you still did, and I were Jean, John Jr. or Matthew, I'd fire you...maybe they did).

Nothing personal (I bought a "returned new" Larrivee from you on Reverb a couple years ago and it was a good transaction), but knocking your employer - and even a former employer - is not professional.

[B0WIE]

Dan, I asked in another thread if you still work at Larrivee; I strongly suspect from your comment above that you no longer do (if you still did, and I were Jean, John Jr. or Matthew, I'd fire you...maybe they did).

Nothing personal (I bought a "returned new" Larrivee from you on Reverb a couple years ago and it was a good transaction), but knocking your employer - and even a former employer - is not professional.

While I'd agree if he were still employed, or even looking to stay in that line of work. But, I'm someone who is pro-truth and dislike the apologist, and even dishonest nature of fan forums. If Larrivee has a customer service issue, it should be out in the open.

That said, I don't think they do have a real problem. My experience with their customer service has been solid (it took them weeks to answer an email once but everything else was cool). And, I'm even suspect of the story told in this thread. But, like I said, if their customer service is failing people, it shouldn't be swept under the rug. One of the assets of the internet is companies now having accountability.