I wanted an inexpensive 2nd guitar for teaching and here I fell fowl of my own advice - never by a guitar off the internet - but i was seduced by the reviews and the nice price. In short, I bought with my eyes.
Within seconds of unpacking the guitar, I saw that the bridge was starting to lift away from the body. The degree to which it was coming away is unimportant - it shouldn't happen and serves to highlight that the guitars are not checked before being sent out by Thomann. I didn't bother going any further with guitar so cannot report on sound or playability. The action looked unusually high though. I repackaged the guitar and contacted Thomann to arrange a return (with photographs). Experience here was negative too - the timeline of response was too slow and long and the solution was unacceptable: return the guitar, wait until it has been inspected then a replacement would be sent out. Not really very fair or the best way to do it. What should have happened was that Thomann sent a replacement and collected the faulty guitar at the same time. Had they offered that I would've agreed and Thomann could have kept my money. Instead I had to drive around to find a Post Office that would accept large items via Parcelforce. I pity anyone who has to send back a large faulty product and doesn't have access to a vehicle.
The guitar was returned for a refund and received by Thomann and I was notified that it would be dealt with immediately. 3 days later and still no refund. So far the transaction has taken 20 days from ordering to this review and it's still not resolved plus some of my emails have gone unanswered.
In the interest of balance - I can't comment on the quality of the instrument as I couldn't play it. I know that bridge lift is quite common on acoustics and even occurs on more expensive models. Mistakes can happen of course, but it shouldn't be sent out like that. I would suggest checking instruments before they are sent and sorting out your poor support and returns procedure. The customer shouldn't have to suffer the inconvenience. I'm disappointed and annoyed that my time has been wasted and and my money held for such a long time with nothing to show for it.
Maybe I was very unlucky and all the staff were having a bad day, but Thomman, you have lost my business.
I wonder if this review will get entered into the prize draw ...
