A couple of months ago, i bought a Duncan Custom 7 from kmanick here on the board, with the intention of doing an Alnico 8 magnet swap and installing it in my Dean.
Unbeknownst to either of us, his tech had drilled out the mounting tabs on the base plate in order to direct-mount the pickup in kmanick's Carvin. I didn't discover it until i went to do the magnet swap and i realized that the holes were bigger and no longer threaded.
So i emailed Seymour Duncan's customer support explaining the situation, and asking if they could help. About a week later, i got a response back from Derek Duncan saying that they would send me out a new bottom plate and a pair of "tinnerman nuts" which can be used with the exiting plate if i decided i didn't want to go through with the base plate swap (which requires a bit of work and a solder joint).
No charge.
It's little stuff like this that makes me a very loyal customer and a fan.
Seymour Duncan rocks!
And for the record, kmanick was also willing to help cover some (or all) of the costs if i had to pay Seymour Duncan for the parts, which turned out to be unnecessary. But it was nice to know that he recognized that there was a bit of a hitch in our transaction and was willing to make it right. Thanks, man!
