Like many guitar enthusiasts, I’ve often found myself captivated by the allure of a Suhr guitar. Known for their exceptional quality and playability, Suhr instruments are highly sought after. Recently, I had a personal experience that not only reaffirmed my admiration for Suhr guitars but also highlighted their truly outstanding customer service. This is my story of purchasing a used Suhr Modern and the incredible support I received from the Suhr team, reinforcing why they are a leader in the high-end guitar market.
My journey began with a familiar case of “Guitar Acquisition Syndrome” (GAS), specifically targeting a Suhr Modern. Having owned a Modern Pro previously, which I regrettably sold, I was on the hunt for another. After months of browsing online marketplaces, a 2014 Modern Custom caught my eye. It boasted incredible specifications, including a striking cocobolo neck, macassar ebony fretboard, flame headstock veneer, and abalone logo. After some negotiation with the seller on Reverb, we struck a deal that felt too good to pass up. A few days later, the guitar arrived. Unboxing it, I was immediately struck by its beauty. The neck was particularly impressive – incredibly smooth and fast, truly a pleasure to hold.
Close-up of a Suhr guitar neck after professional refret and repair, highlighting the craftsmanship of Suhr guitars.
However, the initial excitement quickly waned when I plugged it in. The setup was far from optimal, seemingly done haphazardly. Beyond being significantly out of tune, the guitar sounded lifeless and dull, lacking resonance and sustain, even acoustically. Fortunately, I have some experience with basic guitar setups. After spending time adjusting the guitar, I managed to improve the playability somewhat, but a nagging feeling persisted. The guitar still sounded flat and uninspiring, no matter what adjustments I made. Concerned, I decided to seek professional help and took it to my trusted guitar tech for a setup and evaluation, hoping an expert touch would make a difference.
Weeks later, and $60 lighter in the wallet, the improvement was negligible. It was as if nothing had been done. Upon returning to the tech, I discovered my usual technician hadn’t worked on it; it had been passed to another in-house tech. When my regular tech finally examined the guitar, he quickly identified a slight warp in the neck. A warp! My heart sank. I knew this could be an expensive problem to fix. Remembering stories of Suhr’s commitment to their instruments, I decided to reach out to Suhr directly and file a repair claim, hoping for some assistance with my Suhr guitar.
Contacting Suhr proved to be a turning point. Ed from customer service responded promptly, inquiring about the guitar’s condition and my observations. He asked if I was the original owner, and I honestly stated that I was not, fully expecting to be responsible for any repair costs, given Suhr’s warranty typically applies only to the original purchaser. Despite this, after a few days of helpful communication, Suhr issued a return authorization. I shipped my guitar from Florida back to California, just before the Christmas holidays. To avoid being impatient, I waited over a month after they received it before checking in. By then, Ricardo had taken over in customer service and was equally helpful. He informed me that my guitar had been disassembled and was personally being assessed by John Suhr himself. I was astonished that John Suhr would personally examine my guitar!
The diagnosis confirmed a stabilized backbow in the neck. The proposed solution was a fretboard leveling, a complete refret, and a neck refinish – a substantial repair. I agreed to the work, trusting Suhr’s expertise, anticipating a significant bill. Almost two more months passed before I followed up again. Ricardo quickly replied, informing me the neck repair was complete and undergoing final inspection before reassembly and setup. Then came the unbelievable news: because the neck issue was deemed structural and not customer-induced, the entire repair, including return shipping, would be completely free of charge! I was floored by this level of support, especially as a second owner.
From December 16th to March 27th, the entire process took time, but the result was worth the wait. The guitar arrived home today, and the transformation is incredible. It now plays unbelievably well. The customer service from both Ed and Ricardo was exceptional throughout. Their prompt responses, informative updates, and willingness to go the extra mile were truly impressive. Suhr customer service is genuinely remarkable. While Suhr guitars are a significant investment, this experience proves that Suhr stands firmly behind their instruments and genuinely cares for their customers, even beyond the initial sale. If you’re considering a high-quality guitar, my experience with this Suhr guitar and their unparalleled service makes a compelling case for choosing Suhr.
