I took my Les Paul-type electric guitar to Moze Guitars on Monday June 9th. I'd picked Moze after reading all the praise-filled glowing reviews on the internet.
I asked them to swap out the old pickups in the guitar with a set of new pickups I'd purchased off the internet. The guy behind the counter quoted a fair price, and suggested they also do a set-up on the guitar. I generally do my own set-ups, but I figured professionals might do a better job. The guy behind the counter told me the guitar might be done in a week.
I called Friday to ask about the guitar. It took the guy on the phone several minutes just to determine a) that Moze had my guitar, and b) where the guitar was. After about 15 minutes, he told me the guitar would be ready Monday the 16th.
On Monday, Moze called up and told me the guitar was ready. In happy anticipation, I drove over to Moze to reclaim my guitar.
The set-up Moze did was a disaster. They'd run the bridge down so far the strings were buzzing against the frets like a swarm of angry killer bees. I frowned as I strummed it, standing in front of the counter, and the guy behind the counter said, "Go play it for an hour. If you don't like it, bring it back, and we'll take the bridge up, and put it on the strobe to re-intonate it." I didn't have that option, as I had to go to work. I took my guitar and left,
I wouldn't find out until I got home that night, and had a chance to plug the guitar in to an amplifier, just how badly Moze had screwed up. Moze had wired in the new pickups backward, such that the volume and tone controls controlled the wrong pickups.
Now I was mad. Moze Guitars screwed up the set-up. They'd screwed up the pickup installation. And then Moze RETURNED THE GUITAR TO ME WITHOUT FIRST CHECKING TO SEE WHETHER IT FUNCTIONED CORRECTLY.
That's just plain carelessness.
I raised the bridge up so the guitar would stop the annoying string buzzing. Then, the next day, Tuesday, I took the guitar back to Moze. I pointed out to them how they'd screwed up. I made it plain that I suspected they'd also screwed up the positioning of the two new pickups, such that the neck and bridge were put in the bridge and neck spots instead.
Moze offered no apology for screwing up the guitar. The guy behind the counter told me they'd fix it, and that it might be ready the next day, Wednesday the 18th of June.
I called Moze Wednesday right around 12:30p, and was told the guitar was ready to go. I drove to Moze to pick the guitar back up. I was invited to sit down and play it, to plug in. Once again, I had to be at work and had little time to tarry. I sat on a stool and strummed it for a few moments, but didn't go back to their noise room to plug into an amplifier. I chose to trust that they'd gotten it right this time, and headed out. Still, no apology was offered for screwing up the guitar and having to do the work twice.
Oh, wait, three times.
That's right. Saturday the 21st of June was the first chance I'd had to plug the guitar into an amp. First I freed one of the pickups from its housing and looked under it to make sure it was in the right position. It was. I re-attached it. Moze got that right. But, about 30-seconds after plugging into the amp, I realized Moze Guitars had NOT FIXED the bad wiring. It was exactly the same, wrong, way it was when I'd returned it to them.
That's not just plain carelessness, that's actually contempt.
I got on the phone and the Moze guy said, "Well, I'd guess you'd better bring it in."
I walked in their door to hand them the guitar for a third try. The guy behind the counter put the guitar on the bench and did the re-wiring while I stood and waited. It took him maybe ten minutes. He handed the guitar back and said the proper control knobs were now wired to the proper pickups. I made sure we went back to the noise room to check the work.
This time, time three, Moze got it right. The Moze guy offered the only apology I'd received during all this. He told me I should ask for him the next time I was in the store. I never asked his name. read more