Introducing Fender® Custom CareSM
From our first day of production in 1987, the entire Custom Shop team has remained fully committed to exceeding the expectations of our loyal customers. You are the only reason we exist and we are dedicated to bringing your dreams and the vision of your Custom Shop instrument into reality for you. We do not take this partnership with you lightly. We understand that you expect the very best from us and it is our goal to craft the highest quality musical instruments and provide the world's most comprehensive customer support.
Please take a moment to explore the Custom Care program advantages summarized throughout this site:
Commitment to Quality
Custom CareSM begins with our Commitment to Quality...
All Custom Shop team members take great pride in their craft, and every Custom Shop instrument is built with exacting attention to detail and quality. Our people, process, and practices reflect our constant drive for continuous improvement and ensure that every Custom Shop instrument exceeds customer expectations in delivering vibe, feel, history and performance.
Customer First — Our vision and mission statement highlight our desire to create a customer-centric environment. We are here to provide world class customer service and to place the needs of the customer first. In all we do, we never forget that our customers need us to be the experts they expect us to be; and to serve their needs in a polite, professional and helpful way.
Action — We know that our customers are contacting us because they need action. They expect us to be ready, willing and able to quickly solve their problem, answer their questions or provide other forms of support. We will never pass the buck, procrastinate or make excuses. We will take the actions necessary to provide the level of high quality customer support we strive to be known for.
Resolve — Our goal is to resolve problems and provide solutions. We will do all we can to resolve all issues until our customers feel fully taken care of. Our commitment is to follow-up, follow-thru and solve problems no matter what.
Exceed Expectations — We strive to do more than our customers expect and will go the extra distance to support our customers' needs. By putting our customers first and taking action to quickly resolve issues, we will exceed the expectations of our customer every day.
Fender Musical Instruments Corporation guarantees that your Custom Shop instrument will be expertly crafted according to your specifications and will arrive free of defects. If not, we'll repair, modify or replace the instrument at no charge to you.
