My Bad Experience ordering a Salvador Castillo Guitar

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crooksj5

Posts: 106
Joined: Jan. 7 2014

My Bad Experience ordering a Salvado...

Hi Everyone,

I wanted to share my recent experience ordering a guitar from Salvador Castillo in Paracho. I contacted Castillo around June 15th this year to make me a Blanca. I sent him the entire amount up front via western union, which all went fine. Actually everything looked like it was going fine he was sending me pictures and updates. I sent him a pickup to install in the guitar which went okay although it costs $100 to mail a pickup, DHL yikes. He sent me an email August 6th that the guitar was done and on its way to me. I thought wow that was quick, but none the less still quite excited.

Now the day comes that the guitar arrives (this is when it goes downhill). The guitar arrived this past Wednesday from DHL, I let it adjust to the temperature in the house for a few hours, took all precautions. I finally open up the case and see that the French polish has stuck to the case in multiple areas and left dull, bumpy, case fabric imprints on the guitar. Needless to say I was pretty disappointed, it was obvious to see and to the touch. Then I go to play the instrument and the neck has 0 relief and a slight back bow, this made it so the open strings through the second fret buzz and fret out! Needless to say at this point I’m pretty heartbroken.

So I email Salvador right away and let him know, thinking he will be able to help me fix this huge problem. His response paraphrased was “sorry this happened, the shipping company didn’t take care and the guitar got too hot. I hope you can find someone in your city to fix the polish”. When I brought up the warped neck and that because of it the strings buzz everywhere and the action was not even close to what we discussed. He told me it will fix itself with time. (Umm).

So currently I spent what is for me A LOT of money on a new guitar that arrived damaged an warped. In my last email to Salvador I let him know that I was sorry for both of us this happened but I cannot accept the guitar like this as I paid full price for a damaged guitar that I can’t play.

He has not responded to this, nor has he offered any help or retribution on this matter. Yes I do understand that having a pickup installed for me probably added a wrench to the equation. I know that ordering direct from a builder internationally is always a crap shoot but I thought there would still be some sort of guarantee. I have learned a very expensive lesson from this and will not be ordering any guitars internationally again (or even sight unseen for that matter).

My purpose in writing this is not just to take revenge, but so people can hear an honest review that’s not just gushing about how amazing so and so is. I find that is a big problem in the guitar world, people always want to rave about how great their new guitar or builder is or talk about how they made such a great decision and justify their purchase. Then other people research the topic and see oh wow not one negative review this must be great. But sometimes people are either too embarrassed or afraid to admit that things didn’t go well with their purchase or they weren’t happy with it.

Anyways, be careful out there guys!

REPORT THIS POST AS INAPPROPRIATE | Date Aug. 11 2018 2:55:19

Ruphus

Posts: 3782
Joined: Nov. 18 2010

RE: My Bad Experience ordering a Sal... (in reply to crooksj5)

I know how such feels, but his advice could turn out right.

Once I received a newly built guitar with such spots in the finish that were prints from a plastic foil the axe was wrapped in inside the case.
I complained to the maker. He replied that the stains may vanish again. And they indeed disappeared very soon after.

Also received another guitar that had been extremely over heated on transport.
Its action was useless, sound totally weak and intonation off. I was about certain that it was ruined for good.
Luckily though it fully recovered over a longer period of time.

REPORT THIS POST AS INAPPROPRIATE | Date Aug. 11 2018 5:15:31

estebanana

Posts: 9351
Joined: Oct. 16 2009

RE: My Bad Experience ordering a Sal... (in reply to crooksj5)

Sorry to hear about your difficulty.

You might also want to take up the issue with DHL. They are a high end carrier and the instrument should be insured. If Castillo can provide you with photos of the instrument before it was packed and it arrived in a conditon that indicated it was kept too hot, you may have a case with DHL.

Here is my best guess as to what happened based on receiving lots of guitars for repair that are made in Paracho and elsewhere that have been shipped. The case gets hot and certain glues used to glue the lining of the case to the shell get too hot and off gas their solvents into the interior of the case.

DHL should not be storing cargo in places that get that hot- Side note about DHL - I ship many guitars internationally and I will never use them. I dislike DHL and Fed Ex very much, I think they are over priced and don't provide a service that is commensurate with the amount you pay for the service.

As far as the finish, you can probably get it worked on and it's probably not as bad as you might think. I advise you to take up a claim with DHL and make amends with Salvador to see if together you can get to the bottom of it. I know he's not a negligent person and cares about his work and reputation. A friend of mine handles his guitars as a dealer and we both hold him in high regard.

Again sorry for your trouble, but you may get a better resolution if you can present some good documentation to DHL insurance.

_____________________________

https://www.stephenfaulkguitars.com

REPORT THIS POST AS INAPPROPRIATE | Date Aug. 11 2018 6:24:30

crooksj5

Posts: 106
Joined: Jan. 7 2014

RE: My Bad Experience ordering a Sal... (in reply to crooksj5)

Hi guys thanks for your thoughts!
I forgot to mention filing a claim with DHL was one of my first reactions also. Unfortunately, Castillo only put a declared value of $600 on the guitar to save on shipping costs. I did not know that it would be shipped uninsured basically, as I paid full price including a $200 shipping fee.
When I asked about filing a claim his response was, he would talk to them to try to make sure it doesn’t happen again. Which is great but doesn’t really help me much.

REPORT THIS POST AS INAPPROPRIATE | Date Aug. 11 2018 7:28:37

gerundino63

Posts: 1743
Joined: Jul. 11 2003
From: The Netherlands

RE: My Bad Experience ordering a Sal... (in reply to crooksj5)

To me, the only question here is; when you order a guitar, who is responsable for the transport?

If I order a pair of shoes, and they are broken, even trough transport, I send them back and it is replaced.

Is not the shop, builder, watchmaker etc. the one who eventually have to get the money back from for instance DHL or another transport company?

Any guys gere with a law degree?

If so, send the guitar back to the original owner, the builder, and ask for a replacement or your money back.
The guitar you have now is not the thing you ordened.

_____________________________

REPORT THIS POST AS INAPPROPRIATE | Date Aug. 11 2018 8:10:37

henrym3483

Posts: 1584
Joined: Nov. 13 2005
From: Limerick,Ireland

RE: My Bad Experience ordering a Sal... (in reply to gerundino63)

Maybe Giacomo can chime in, but as a lawyer there are number of issues going on here, before an assessment of the situation can be made.

1) Was the guitar declared at its exact value to DHL? if not why?
2) Is there photographs of the guitars condition before it was shipped?
3) What coverage is covered under the guitar shipping via DHL?
4) What guarantee if any does Salvador offer under his guitar construction/Workmanship?

crooksj5 If you prefer to PM me then we can take it from there.

REPORT THIS POST AS INAPPROPRIATE | Date Aug. 11 2018 8:30:54

Echi

Posts: 1132
Joined: Jan. 11 2013

RE: My Bad Experience ordering a Sal... (in reply to crooksj5)

If Castillo opted for DHL and paid directly for it, he is the last responsible as the contract is between the 2 of them.
If the recipient instead chosed the courier and Carrillo just handed over the guitar to DHL (given the guitar is properly packed up)
and he did it on behalf of the recipient, the things may be different.

Anyway I’m sorry for what happened.

REPORT THIS POST AS INAPPROPRIATE | Date Aug. 11 2018 9:13:50

BarkellWH

Posts: 3458
Joined: Jul. 12 2009
From: Washington, DC

RE: My Bad Experience ordering a Sal... (in reply to crooksj5)

quote:

So I email Salvador right away and let him know, thinking he will be able to help me fix this huge problem. His response paraphrased was “sorry this happened, the shipping company didn’t take care and the guitar got too hot. I hope you can find someone in your city to fix the polish”. When I brought up the warped neck and that because of it the strings buzz everywhere and the action was not even close to what we discussed. He told me it will fix itself with time. (Umm).

If Castillo's responses are as you describe them above, and he hasn't bothered to reply to your follow-ups, It doesn't seem like he much gives a damn. The idea that the warped neck and action will "fix itself with time" is a particularly egregious blow-off.

Did Castillo choose DHL for shipment or did you? Was the guitar insured? If so, by Castillo or by you? It seems to me that if Castillo chose DHL then he should be dealing with DHL regarding the damaged guitar. As for the warped neck, buzz, and lack of correct action, it could have been in that condition coming out of Castillo's shop. I suppose it could have occurred in DHL's hands while being stored or shipped, but that would really take some heat/pressure for it to back-bow.

The polish can probably be fixed, but the neck's back-bow is problematical, and you shouldn't have to deal with that on a new guitar. I would try to approach Castillo again to work with you on solving this problem, either with his shop or with DHL. If he refuses to accommodate you, he will have shown himself to be something less than his reputation suggests. On the other hand, if he works with you to resolve the problem, his reputation will remain intact.

As to suggestions of legal action, your only chance for that would be if you have a case against DHL. If the fault lies with Castillo, forget any legal action against a Mexican business in Mexico. You will be fleeced by Mexican attorneys and any court case will automatically be stacked against a gringo.

Hope you find a solution.

Bill

_____________________________

And the end of the fight is a tombstone white,
With the name of the late deceased,
And the epitaph drear, "A fool lies here,
Who tried to hustle the East."

--Rudyard Kipling

REPORT THIS POST AS INAPPROPRIATE | Date Aug. 11 2018 13:44:57

JasonM

Posts: 2055
Joined: Dec. 8 2005
From: Baltimore

RE: My Bad Experience ordering a Sal... (in reply to henrym3483)

He’s saying Salvador shipped the guitar uninsured to save money, and Salvador is not standing behind his work. Basically said your on your own. That’s some shady ****. I wonder to what degree the neck will straighten.

REPORT THIS POST AS INAPPROPRIATE | Date Aug. 11 2018 14:57:10

BarkellWH

Posts: 3458
Joined: Jul. 12 2009
From: Washington, DC

RE: My Bad Experience ordering a Sal... (in reply to crooksj5)

quote:

Unfortunately, Castillo only put a declared value of $600 on the guitar to save on shipping costs. I did not know that it would be shipped uninsured basically, as I paid full price including a $200 shipping fee.

When you state the guitar was shipped "uninsured basically," do you mean it was only insured for the $600 reduced declared value? Or do you mean it was not insured at all? Did Castillo take it upon himself to reduce the declared value, or did you agree to it as well? It seems to me that Castillo has performed some shaky maneuvers in this deal. But if you agreed to them and knew about them you may have less of a case against him.

Bill

_____________________________

And the end of the fight is a tombstone white,
With the name of the late deceased,
And the epitaph drear, "A fool lies here,
Who tried to hustle the East."

--Rudyard Kipling

REPORT THIS POST AS INAPPROPRIATE | Date Aug. 11 2018 17:57:06

crooksj5

Posts: 106
Joined: Jan. 7 2014

RE: My Bad Experience ordering a Sal... (in reply to crooksj5)

Hi Everyone,

Thanks for your feedback, to answer a previous question. Castillo chose DHL and chose to ship with a declared value of $600, I was not aware of this and thought it would be shipped covered for full value.

To update the situation, Castillo has responded and told me to send him the guitar back and he gave me the choice to repair it or make me another but not until January.

Stinks I will have to pay to ship the guitar back, sure it won’t be cheap! But I guess with the situation this is all I can really hope for.

I will update this thread later once it has hopefully come to a resolution

REPORT THIS POST AS INAPPROPRIATE | Date Aug. 12 2018 3:21:24