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(More customer reviews)I fell in love with a guitar over the internet, and rightfully so. When I received the Luna, faster than I ever would have thought possible, it was every bit as wonderful as I imagined. It had a great action, great sound, a bit heavier than I expected but definitely a worthy guitar for my classroom. Unfortunately it did not have the Orion 4 band preamp ( "Preamp: Orion 4-Band EQ w/ Digital Tuner" - still posted on the website as of the date I am writing this, October 29, 2009) that was advertised. I called up customer service and a very nice representative offered to send a return slip, but while I was waiting online, I visited the site and noticed that the Luna Guitars were no longer shipping with the Orion, they were now shipping with the T35 B-Band which is advertised on the website as an Orion, ("* HEN OAS NYL Laser etched Henna - * Body: Folk - * Top: Solid Cedar - * Back/Sides: Maple - * Neck: Mahogany - * Fretboard: rosewood - * Preamp/Tuner: Orion - * Scale: 25 1/2" - * Nut: 1 5/8" - * Finish: Satin - * 39 1/2" x 14 7/8" x 4 3/8" - * 5.4 lb. - * Case Option: LL2") but Derek Badala, the Division Manager at Luna Guitars said it was made by another manufacturer and was actually superior to the Orion even though it had only three bands of Equalization and no balanced out! So I asked her to have her people look into it and get back to me when they determined exactly what could be done and she eventually agreed to contact me by E-mail the following week.
Instead of contacting me, Amazon sent out another guitar with a bill of sale that read $0.00, which I suspected was too good to be true. This guitar was the same model and had the Orion four band, but the neck was not finished nearly as well and had a pronounced "Buzz" between the second and fifth frets. Both guitars were also missing the end button as well. Since Amazon hadn't contacted me, I made three attempts to contact them and finally got through on the second day. Both guitars are going back as defective, and I am regretfully giving up on my attempts to purchase this guitar. If this is Amazon's idea of customer service, they will definitely have more to worry about than losing me as a customer. I have saved all of the correspondence, as well as copies of the web pages, just in case anyone thinks I am making this up or twisting the facts in some way. [...]
Addendum: Just to clear up some misunderstandings, I was not complaining about Luna's customer service, just Amazon's. Luna's people have been very helpful. I was also apparently not offered a second guitar for free. They did not notify me that they were sending it, send me a way to return the first guitar, or contact me first as agreed, but the customer service representative that I contacted never offered that as an option. My initial complaint was that they did not send the guitar with the specifications as advertised. When they sent the second guitar without my knowledge or consent (our agreement was that they would contact me with more information as to what my options would be after they contacted the manufacturer) I offered them a donation letter on School letterhead to defray any cost they may have incurred by sending the additional guitar. If there were two guitars involved, I would certainly not have returned either of them. I also notified Amazon that we had a qualified Luthier on staff, who would agree to do the repairs if I got permission and it did not affect the warranty. I also have to say that Amazon does deserve credit for posting this as I typed it, unedited and without editorial comment, but it was their decision entirely to demand that I return both of the guitars as defective and I was not offered any other option.
I still hope to put a Luna guitar in my classroom. I want one with the specifications advertised, and I want it to be the best guitar that my students can possibly get. If I had received this product from a free standing store, I would have accused them of "Bait and Switch!" When I received an additional instrument with an invoice of $0.00, my reaction is the same as the other reviewer, that someone has sent me a free guitar. Taking back both of the guitars as defective left me feeling betrayed and bewildered and since they have offered me this forum to express my disbelief and utter dis-satisfaction, I have chosen to do so.
I am certainly not trying to discourage any one from owning a Luna Guitar. It should not need a neck job right after it comes out of the box, and it should not be missing parts, even minor ones, but I was very impressed with the first guitar I received and if it had been offered with the B-Band in the first place, I would be posting a five star rating, end of story. I hope this clears everything up but if it doesn't, let me know and I will be happy to elucidate further.
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Henna Oasis Nylon has a Laser-Etched ?Oasis? by Alex Morgan
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