Problem with a shop... What to do?

[Disarm D'arcy]

Hey guys,

I'm having a bit of trouble with a shop I recently ordered stuff from. Basically, I placed an order a couple weeks ago for a pickguard and a bridge. I received the package a couple days ago. Something was wrong and decided to email the shop about it:

Hello,

I've recently placed an order with your shop that included a GENUINE FENDER TORTOISE STD JAZZ BASS PICKGUARD (099-2157-000). Upon opening the envelope, I realized it was completely deformed. The guard rested on other items included in the order and was delivered completely bent out of shape, and is therefore unusable (see attached pictures).

Best regards,

Shop doesn't reply, I send the same email out 48 hours later. I received this response a couple minutes afterwards:

Hi There,
Tortoise and white pearl guards from Fender are made of celluloid
and they curve. All of them do it. If you take a cloth and put a
hot iron to it it comes out. Usually just putting it on with screws
solves the problem.

Problem is it's bent so much that when I lay it down on a flat surface, the highest point of the pickguard is a full centimeter away from the surface. It won't fit around the pickup and it's pretty much impossible to screw it in, because it won't fit around the pickup and I can't line it with the holes enough to make things work.

Part of me wants to play nice and let the shop owner help out and see what can be done to fit the pickguard I got. Part of me is thinking fuck this bullshit, I ordered a flat pickguard for a flat guitar, why should I risk it and maybe mess up an iron or break the guard just for trying to fix something I shouldn't have to fix? I'm debating pursuing the conversation with the shop or just plain and simple opening a dispute with paypal and getting my money back.

What says ILF? What's the non dick / reasonable move? Am I getting my panties in a bunch over nothing?

[morange]

Ask him first for a replacement, or a refund, and how to return the item. Like, I guess you sort of implied it, but the guy may just be skirting around it because you didn't specifically say what you want. If that fails, then go with the dispute.

He might (probably) have you pay the return shipping, and might ask more for the shipping to send the new one to you. I guess decide now whether you're willing to do that.

[kbit]

send him a picture of it on your bass and tell him you are worried ironing will break it, and request a replacement/refund.

[morange]

He's going to want to play ball, because you will win the paypal dispute if it comes to that.

[Doctor X]

if he knows it bends then he should have packaged it in a box.
how sharp is the bend and how clear in the photos?
i always get the impression that people never bother to look at the photos (or vids) and just give a stock answer

maybe give it a try with the iron to see if that fixes it, otherwise go to paypal dispute

and dont bother about having to be "non dick / reasonable" if he isnt

[Disarm D'arcy]

After keeping the guard under a really hefty pile of big books for 5 days, I got it flat enough to mount it. Screwing it in did the rest. It's still a bit bendy in the middle though.

I haven't any contact with the shop since OP. But I'm not exactly pleased and I don't know what I'm gonna do about that just yet.

I don't call "hey, fix it yourself you stupid!" excellent customer service, especially when the problem was the result of their failure to package the items properly.

[UglyCasanova]

And this is the part where you send them glitter.

https://shipyourenemiesglitter.com/

[Disarm D'arcy]

I've actually used their services once. 'Twas funny.

[UglyCasanova]

Lucky! I need some enemies...

[Disarm D'arcy]

Prank to the high school guy who figured pinching people's nipples in the changing room after PE classes was funny. He had it coming.

[CyaNitrate]

I've heard of people doing things like baking a warped vinyl album on very low heat in an attempt to get the warp out. Since you got it mounted, I wouldn't do anything that extreme, but you might try a very gentle heat source...leave it in the sun for an hour or so, so it becomes just pliable enough to conform to the surface of the guitar as it cools.

[morange]

I know pvc will shrink if you apply heat to it, then the holes don't line up. Idk whether celluloid does though.

[Disarm D'arcy]

The thing is fitted and 95% fine guys. I'm still frustrated with their customer "service". Sent them an email earlier today. We'll see how it pans out.