How The Sweetwater 55 Point Inspection Works

[@gustavvader2207]

Phil. I ordered a Les Paul from Sweetwater. I paid the market price. Three days later they called me and said “we are having a Black Friday sale in 10 days and want to give this to you”. $735 off! Couldn’t believe it. The guitar came absolute perfect for me. Ultra low action, and not even a finger print on the guitar and case. I just love Sweetwater.

[@kkdeveauxgue2784]

WoW!!! My girlfriend got a Taylor 324ce from them it looks just like mines..WoW!!! GOOOOOOOOOD Experience 🥰🥰🥰🥰

[@timkryworuka1196]

I’ve purchased nearly every piece of high end equipment I own from sweetwater , they are just the best , and my sales rep “Joe Perrone” is always friendly and very helpful , I can’t recommend them enough

[@beefnacos6258]

Yeah that's amazing

[@HighVybeTribe]

Weird

[@dougstrong5386]

It's impressive that sweetwater was willing to do this.

[@Utube-s8m]

Yea being on camera for a utuber didn’t hurt.

[@spidgeb3292]

Not only willing to do the video, but to commit to the inspection process itself. Who else in music retailing does anything close to that?

[@GrantFunkyFrabe]

This is why I trust sweetwater over any other retailer

[@DavidHBurkart]

Kudos to Sweetwater for doing what they can reasonably offer the consumer a great buying experience. It is impossible to deal with that kind of sales volume and not have some measure of QC issues. That being said, even if there are QC issues, Sweetwater backs up their promise to make it right. You can't expect more than that from any dealer/vendor.

[@Rogijimbex]

I've purchased at least a dozen guitars from Sweetwater over the years. Have mostly good experiences. However some of them made me think there's no way this guitar went through a thorough inspection. One had to be replaced because both pickups (Prophecy SG - Fluence pups) were not working at all except for horrible noise. In a second instrument the neck pickup fell right out. Unfortunately my new Gibson SG '61 just went back today. Sweetwater has so much going for it and is deservedly widely respected but those instances really caused me to wonder about the lauded 55 points.Overall a great company though.

[@lostsailor2498]

As we saw in the video, the actual inspection, for most guitars is 10-15 minutes. That's a very basic inspection, in a hurried "assembly line" type format. SW is doing final QC for the manufacturers.

[@damienlancer]

@@lostsailor2498 LOL...

[@fatamorgana4318]

@@lostsailor2498 You're a lost sailor, been away too long at sea. Now the shorelines beckon, there is a price for being free. 😁✌

[@stevemc5919]

@@fatamorgana4318 Wait a minute......that sounds very familiar. 🤡

[@Fender56]

Sending one back right now. There is know way it went though a 55 point inspection.

[@valuedhumanoid6574]

I had a dear friend who worked there for years. I got a lot of "backstage" access that most don't see. It is a true marvel of high tech, old fashioned skill, hard work and thought. They're the only people I trust when buying sight unseen.

[@user-ek9wq2ph7l]

Thank you for providing this content, and also thank you Sweetwater for giving us a glimpse behind the curtain. The most interesting part I found is that they make their information available to the manufacturer. Hopefully with that information the manufacturer's address any Q.C. issues or adjusts their price point accordingly. Either way in theory it benefits the entire community.

[@littvay]

It would be very interesting to talk to a manufacturer or two about this

[@damienlancer]

LOL

[@veyuslavic2590]

Sweetwater's customer service is second to none. I speak from experience of spending thousands upon thousands of dollars through them over the years.

[@fepatton]

I’ve only purchased one guitar from Sweetwater, but it was an excellent experience. I really appreciate the photos of the individual guitars, and especially the clear photos of the defects on open box models. They have implemented a fairly robust “quality system”, including feedback to their suppliers, that would do anyone proud. Well done, Sweetwater!

[@touron119]

Much respect to sweetwater for allowing Phil in the backroom and seeming so accommodating. Great video phil!!🤘🤘

[@ChadHargis]

If you've never visited Sweetwater, it's worth the trip. I've attended two Gearfests and one thing that is immediately apparent is the focus on excellence. Everything they do is top notch. Nothing is done half way. I am a technology professional and I was so impressed with how they were using technology. Everything from their network to point of sale systems were excellent. Inside of the facility is a cafeteria, a clinic, a hair salon, an arcade, and much more. If there was a place to sleep you could basically live there. Even when packed with thousands of people during Gearfest, the facility is spotless. Bathrooms are spotless. The grounds, the warehouse, the office areas....spotless. It's truly one of the most impressive places I've ever been to.

[@ozzpockettriesbassguitar5647]

I'm currently nervously waiting for my new guitar to arrive from Sweetwater... It will be the fourth guitar I've ordered from them over the last 5-6 years....of the first three, 2 were just fine...1 had issues that came up shortly after receiving it....faulty pickup and mis-cut nut....Didn't want to exchange or return it, as I loved the woodgrain in the one I got...so they immediately sent me a return label, and it went back to them...they replaced the pickup, properly cut the nut, and gave me a full setup (setup at no charge)....and got it back to me in a very reasonable amount of time....they kept me in the loop the entire process..I heard from them every day they had it...and honestly, I couldn't have asked for, or expected, anything more than that. They're really the only place I feel comfortable ordering an expensive instrument from. I do have my doubts about their 55 point inspection....but..at least it's something...and I know that no matter what, they'll take care of any problem with no hassle. Having said that, I'll sweat bullets until the new one gets here and I can see that it has no issues....lol

[@zakkmiller8242]

I cant believe anybody has anything negative to say about this company. I wish I could tell you all the times these guys have hooked me up, reached out to me or helped me with any questions I have from music gear to how electricity works in guitar amps lmao! Ill just tell my latest experience which was this morning when they texted me and asked if my drum sticks were working out for me. I told them I still had them in the wrappings and hadnt used them yet and wanted to exchange these 4 pair for bigger sizes. They told me to keep the sticks and they were just going to send me some more! No other company that im aware of looks out for their customers like that! I have a countless collection of Sweetwater stickers and I plan on getting many more. Loved the video, man!

[@lubstorfk]

I have purchased 3 guitars from Sweetwater, two amp head and countless pedals, strings, picks and other assorted items. I have never had any problems and the two guitars I ordered extra service (one having a pleck and setup and the other a setup) arrived absolutely flawless. The 1st guitar I ordered wasn't exactly what I expected but it did meet manufacturers tolerances so I can say I love Sweetwater. I can't say that about Guitar Center ....

[@DanielBobke]

When I bought the first guitar from Sweetwater, my rep made sure to differentiate between the 55-point inspection and a set up. They will do a full set up with your specifications on action, etc., but it is $75 (or was at that time). I never had any confusion about the inspection vs. a set up. I must also add that I have NEVER had a guitar from Sweetwater that needed to be sent back. They have all been stellar and in perfect condition.

[@DanielBobke]

@@solarismoon3046 This was for a guitar with a double locking trem...most places charge more than $35 for that. It is not an unreasonable price but I didn't have them do it.

[@borisborovcanin8434]

Compared to most other stores that sell guitars online, this is a very valiant attempt to improve the unboxing experience. I really wish we had something like this up in Canada. The only obvious potential flaw that stood out in this process is the fact that it is not the more experienced Tech 2 that is repacking the guitar - this task is performed by an entry-level Guitar Handler. A lot of potential cosmetic damage can occur during the repacking process and shipping if the guitar is not well packaged. I am sure though that they are tracking who repacked the guitar and whether there is a statistically significant reported blemish rate on their guitars.

[@Nick20-100]

Yess!! Even though I live in Québec. I still order strings, hardware, tools and parts from Sweetwater because they have THE best customer service and will always help you to find what you're searching for. They even call you afterwards to check if you like the product.

[@shuster1921]

If you get a good guitar from SW, consider yourself lucky!

[@athathoth01]

I bought a guitar from Sweetwater for the first time a few months ago and I was impressed. They are a great company. My guitar came in great condition. They gained a customer and a friend.

[@PhantomRenegades94]

I ordered a Strat from them a few months ago and paid for it to be set up with my preferred gauge and a floating bridge. They did great on everything except the trem, it was rendered a hardtail. I took off the backplate and discovered one of the trem claw screws was stripped, had to get some pliers to remove it. I replaced the screw and now everything is good but that was below what I expected from Sweetwater.

[@beefnacos6258]

Because. It wasn't inspected my friend. Hope you like the guitar though.

[@funkster007]

I never had an issue with Sweetwater. Always friendly service. Even the demo strat I bought barely had any signs of blemishing. An easy $200 saved. Great job reporting, Phil. It's cool to see the actual process of that inspection.

[@shauncarter924]

Love this. If anyone at SweetWater sees this comment, you’ve gained a new customer. Top work, Phil. This is exactly why I’ve been a subscriber for years.

[@AutismRocksOfficial]

Such a great behind the scenes video. Well done, Phil!

[@PhillipMcKnight]

Jazz hands!

[@lavenderchants6014]

I've been ordering equipment from Sweetwater for several years, and they have never let me down. I have to admit, the only guitar I ordered from them was a Reverend 12-string, which was perfect right out of the box, but Reverend does their own setup process that is top-notch, so I'd expect nothing less than that, regardless of where I got it. The service I have received from Sweetwater is above and beyond, with people contacting me with offers to help me out even though I've never needed help. You don't expect that, and you don't expect a bag of candy in every box either. They are best! Great video! As are all of your videos!

[@rockystarland6051]

Phil… this is so timely. I vowed I’d never buy a guitar without laying my hands on it first. Well, now at 71, from watching your videos and a few other channels I went out on a limb and purchased a PRS Hollow Body SE Piezo from Sweetwater. Your video on that from 2020 sold me, plus I’ve been doing buying from SW now for over 15 years. I really like their stuff and service. Thanks for your programs.

[@kirkscobey3031]

I’ve bought a few demos from Sweetwater and been extremely happy with them. The issues were negligible at best and I wouldn’t even have noticed if not shown so….. somebody’s paying attention! Derek is usually my sales person and wonderful and personable to deal with! Always answers questions with a good attitude and loves to talk music!

[@CL_Audio_Tuning]

A long time ago around 2009-10, i bought a guitar from Musicians friend, and i can tell you with a 100% certainty, this was definitely something that the industry needed, because when i got the guitar i purchased (a Spirit/Steinberger) it came with a broken section of the headless stock, and serious string buzzing issues, the action, intonation and neck relief were definitely not checked. I had asked for a replacement, and the replacement came with bad action, buzzing and poor neck relief, AND a bad tone pot that basically behaved like an on off, nothing happened until you had it almost completely rolled off and then it was just fully engaged. I didnt bother to return it, i still have that little thing to this day, and its autographed by a trio of well known guitarists, so i guess that's why i keep it. But this is something that definitely Sweetwater has a leg up on everybody if they're not doing this to every instrument that goes out the door! Thanks Phil as always for the awesome content!!

[@MrMd5555]

That guitar was missing the headstock and he looked right over it!!😄

[@beautifulguitars3158]

😏😉😂😟🤣

[@Fiveash-Art]

Yeah that was a weird looking guitar. Looked like something one of the Cantina band members from Star Wars would be playing.

[@garymiller531]

The guys at Sweetwater go above and beyond expectations!

[@kandlekulish1484]

The entire video was geeky goodness. Thank you Phil!

[@SalemXIII]

I’m impressed any company would give someone from the outside this kind of access. That speaks a lot about the company and their values to me.

[@Claimjumper55]

I really enjoyed this video. I've purchased 7 guitars from Sweetwater and have had zero issues. The setups were all pretty good on them too.

[@jaygallamore562]

I’ve bought three guitars so far from Sweetwater and with all have had great unboxing experiences. Additionally, I love their customer focus and dedicated sales engineers!

[@PaulLGuitar007]

1st of all Phillip, I can't believe you were in Indiana and didn't stop by to say "Hello". Love the video. A lot of people do not know about Sweetwater's Workshop for repairs. I was always Happy with the service on a New Purchase and that developed into a trust so I was able to send an older guitar in for repair. I had a 1999 Fender Strat that needed some work. I had them refret with Stainless Steel which included a Plek, new pots and 5 way switch and a total rewire. They had asked for my preferences on the set up, ( string height ect) which they accommodated. When I received the guitar it was right on point. So now I have a Strat that is darn near an Ultra Luxe for a fraction of the cost. An In depth Video on the Repair Shop would be nice from you since you are Un-Biased in your opinion. Next time in Indiana stop by. (BTW) Noticed you were talking to Chris in "Franks" office. Chris needs an office of his own.

[@Rob-qr2kn]

Sweetwater has the BEST customer service EVER ! My Sweetwater tech will text me once and a while to make sure I am happy with my recent purchases and ask if there is anything I need.

[@felipousismix]

Their processes are key for the quality they deliver, fantastic video!

[@CeeGee60]

Simply awesome. Thanks to Phil and sweet water for putting this together!

[@seans.youtube]

The BEST customer service in the business... ever. I have purchased four guitars from Sweetwater over the past few years and can't say enough about how great the online purchase experience has been. Phil, thanks so much for doing this video! It's nice to see the guys that really try to do a good job get that effort brought out for everyone to see.

[@greggsheridan9325]

I’m glad you did a video on this because a couple years ago I bought an Epiphone les paul custom From Sweetwater. The only reason I bought it from Sweetwater was because of the 55 point inspection and I thought they were going to set up the guitar and save me from having to take it to somewhere else and pay $150 to get that done. I am a new guitar player so really wasn’t aware of a lot of the issues but over the years I bought four more guitars and I bought the music nomad complete guitar set up kits. When I checked the Epiphone out I found that the nut was way too high and it was so hard to press down on the first fret and it was constantly going out of tune within a few minutes. The action was too high, the pick ups were too low, the saddle radius was nowhere close and the intonation and relief was way off. Since I was a new player I just assumed all the bad sounds were from me until I went through the complete set up myself and I realized they may do a 55 point inspection but they arent setting these up properly and that was the only reason that I bought my guitars from Sweetwater. I still buy everything from Sweetwater because they have outstanding customer service but now I just do all the guitar work myself which is great because now I learned so much about my guitar and how it worked. What I think is the most embarrassing was I bought an EART es335 clone From Amazon and the only reason I bought this guitar was because Reviews on KZbin showed how good the frets were and that they were stainless steel. I didn’t want an expensive ES 335 but just wanted something cheap to play on so I bought it from Amazon and I used the same music nomad kit that I had to completely redo the setup on the Epiphone. The EART guitar was only $399 and when I went through the complete set up measurements I found that this guitar was set up perfectly and it was half the price of the Les Paul. The Eart guitar had perfect relief, perfect nut height, perfect saddle radius,perfect action height, pickup height and the intonation was perfect. This cheaper guitar stays in tune and plays great. I bought the music nomad kit to do a complete set up on the cheap guitar so I could learn on a cheaper guitar and ended up spending most of the day trying to fix the one that came from Sweetwater. I bought the Sweetwater Les Paul right before Covid started so it wasn’t a staffing problem there. I am glad that I know how to set up my own guitars now. Ok now i feel bad. I watched the rest of the video and realized they arent setting these up but just inspecting them. I have to say the les Paul was immaculate. There were no scratches everything cosmetically was great so now my issue would be with Epiphone And why they would send it out with everything so far off? I guess the best thing to know is to learn how to do your own set ups so you don’t have to depend on anybody else. I still buy just about everything from Sweetwater because they really help out with the sales. As a new guitar player I had no idea a 55 point inspection was not a set up. I was going to buy this guitar originally from Guitar Center but then they wanted $150 to set it up and I assumed the Sweetwater 55 point inspection was the same thing and I still didn’t know it wasn’t until I just watched the video now. Maybe Sweetwater can make it more apparent that this is not a set up but just an inspection. The items on the card makes it seem like they are setting it up.

[@wadehampton1534]

I finally have an understanding of what the Sweetwater 55 Point Inspection is all about. Thanks for taking the time to produce this video, Phil, and thank you Sweetwater for allowing Phil to interview your staff. I've bought four top drawer electric guitars from Sweetwater, and a high end ukulele (solid mahogany $1k), and every instrument arrived in perfectly playable condition. I did have a problem with bone nut that I had them install on a Gibson Les Paul. It was cut so low that any wear would put the strings onto the first fret. I contacted my Sales Engineer, and he said that I should take the guitar to a Gibson Authorized Repair Shop, and have them make a new bone nut, and address an issue with a high fret, Sweetwater gave me a very quick reembursment for the repair. I was thrilled that Sweetwater had come through for me, and it was as painless as could be. The shop I take my instruments to is "Precision Guitar Works" in Phoenix Arizona. The lead tech overwhelming agreed that the nut was cut way too low, and that the fretboard had continued to season after Gibson Plek'ed it. It was a simple matter to level out the high spot, and I was a happy camper! Other than that, I have had an amazing experience buying from Sweetwater. The problem with the Les Paul was just a little bump in the road, that you can expect to run into from time to time, from any musical outlet.

[@DeathMetalGuitar]

Phil thank you! as a Sweetwater customer who has spent way too much on guitars - this video was super helpful and lets the buyer appreciate the level of work that SW spends prior to shipping to customer 🤘😎

[@cobrajoe1974]

Thank you for your time and efforts put into this video. Very informative. I purchased an EVH Wolfgang special in May 2022, received the guitar and was very disappointed as the Floyd rose did not sit flush with that body due to poor routing of the cavity from the factory, this caused tuning stability issues and the action was also affected. I sent the guitar back to them and once received, the sweetwater support and repair tech shop were very helpful. They did confirm my claims and ordered an exact replacement Of course it did take some time as the EVH Wolfgang’s are still in high demand. I received my guitar about two weeks ago and it was perfect. Sweetwater made a commitment to carefully inspect my replacement before sending it to me and they delivered. The guitar is perfect. 👍👍👍

[@MrSparks54]

I bought 2 basses from Sweetwater, both were setup nicely and no issues. Thanks for the tour Phillip!

[@TrestonCal]

I may have a lower standard than most. I used to buy from guitar center and bought a PRS from Sweetwater. I was blown away about how much information they give you before you buy. I was not expecting a setup by any means. I did expect that I was not going to get a guitar that was damaged. I don't think they failed on that. I will definitely be buying from them again simply based on the fact that it expands guitar purchases to things you may not be able to hold, but you can see exactly what you are getting.

[@whiskeymike7364]

I tried to order a ‘special’ limited run guitar from SW. Usually a good manufacturer, not cheap. First one didn’t make through inspection, neither did the next two. Turns out flaws in the finish were causing the fails, and it was the unique finish I was attracted to. We eventually gave up on that guitar. It took months. Love SW. picky tho they may be.

[@pdland4936]

My PRS SE Paul's Guitar arrived from Sweetwater with incredibly high action . A dead 11th fret on the 1st string . A boogered screw on the jack plate . I fixed the problems myself , but was unhappy with the guitar from day one , sold it withing a year . First impressions leaft me with a guitar I was never going to be happy with . Thanks Sweetwater .

[@SwiftyMcswift777]

Sweet water is a great company! Customer service is simply the best,, They call you to make sure your satisfied with your purchase! Always helpful and friendly and knowledgeable!!! Come on where else are you going get that kind of service? They should be the benchmark of any kind of retail business! It would be so much more of a enjoyable experience purchasing products!!! And with each purchase from Sweetwater you gets stickers and candy!Good for them they actually do it right!

[@gr8tnowwhat]

This was such a great way to do this video. You show the company's side of what they have to do, it is a lot of work when you have the volume they have. So even if an issue slips by, its nice to know they will handle it when you tell them.

[@GPLP335]

I've purchased three guitars from Sweetwater over the past few years and they all arrived perfectly. They do a great job and having an assigned sales person who follows up and helps with an order is the best in the business.

[@johnwindsor9069]

Since 2015, I've ordered multiple guitars from Sweetwater. Only one went back because I didn't like the finish in person. They quickly replaced the guitar with another brand, and still have it to this day. Great customer service! Life long customer here.....

[@jamescurtissmith]

First Pass Quality (FPQ) is a table-stakes metric for any manufacturer, and Sweetwater's inspection system is a check on the original manufacturer's own quality control process. Hopefully, the manufacturers are taking advantage of a great feedback loop for continuous improvement. I am a little surprised by the excessive neck relief I see on a lot of instruments these days. That, and acoustic saddles seem to be getting taller and taller from the factory. But, as you say, it's not a setup, it's an inspection. Sweetwater has been my preferred vendor for many, many years. I've only ever returned two purchases in my long history with them. They've only ever been helpful and accommodating on the rare occasions I've needed to reach out to them.

[@stradaveriusfiddle]

Good one! A business like Sweetwater isn’t in the habit of bringing in an individual to record the step by step details of one of their promised QC process’s . ‘A+’ for the video, and the effort it takes to get them to show you!

[@erikl6988]

Phil you are a scholar and a gentleman for doing all these informative guitar videos. I know so much about the instrument I love these days.

[@michaelrosa2589]

Thanks for this video. It just confirms that Sweetwater is the source. I like the 55 point inspections because someone really puts hands on the guitar. I bought a Danelectro 59XT and it was set up right out of the box. So far every guitar I have got from them has had zero problems. Again great video!

[@rickshearer]

Awesome research and presentation! ...Makes me feel more comfortable and confident about purchasing from Sweetwater!

[@bimscutney1242]

Bought two guitars and a bunch of other stuff from Sweetwater. Had to send one guitar back for a replacement. It was just a quibble on my part but they made it pretty painless to get a replacement. I did email the tech a few times and he kept me appraised of the progress. Good stuff!

[@Wishmasternet]

Thank you Phil and thank you Sweetwater.

[@Tatted-ne7tu]

💯Thank you for this, very informative. I've been a customer of Sweetwater for years and have spent far more than I should have. My rep (shout out to Chris Fenton) has always been very patient and informative. Any issues I've ever had were handled with priority and efficiency. I've started ordering the full set up with the last few guitars and they are set up exactly how I've asked, low action and minimal buzz. Delivery's are usually within a few days and can't forget the bag of candy that my wife gets to lessen the impact of another guitar showing up. Kudo's to Sweetwater, may you never change the business model or go away.

[@johnnewton1830]

Nice job Phil and thanks to Sweetwater for being transparent and for taking the time and expense to do this.

[@glenclifton4563]

Well done as usual. I've been with you for four or five years and you never disappoint. Thank you for all you've taught me.

[@kdr082475]

Been buying with Sweetwater for a decently long while. Almost exclusively on new stuff. Seeing the process on video is pretty cool. I've always had good experiences buying from them.

[@charlesbranch4120]

Thanks, Phil. Sweetwater's Sales Engineers and Associates are great, too. The Pack and Ship people also sign the shipping card with a thank you note, which is sweet! My eldest daughter and son in law were puzzled when two Sweetwater packages were delivered to their door last Christmas, and they found some candy packaged inside. This dad quickly explained that in a phone call. I was looking for a wood hard shell case for a Breedlove Concert, and Sales Engineer Nate Burkhart was a great help as I looked up case manufacturers' specs after taking measurements of the actual guitar, corresponding with him and Sweetwater. Several months later, Sweetwater became a Breedlove dealer, and we already knew that the Gator Cases 000 case fits the Breedlove Concert body. I recently purchased a B-stock demo Breedlove Jeff Bridges Signature Concert Copper E, and am quite happy with it, and hope to take it with me to visit the factory in August. The "blems" often have no effect on playability, and since these are delaminations in the gloss finish over the binding, do not bother us. (I gave my SIL a B-stock non-signature Concert Copper E, which is so open and warm, and easier to play that it replaced his dreadnought.) Chuck Surack also sends customers letters of thanks for developing a relationship with them. Thanks again for learning about Sweetwater's neighborliness and efficiency, and passing that on to your audience.

[@bbrotherton6345]

A few years ago, I bought a wine red PRS SE that had something like a 1/3 inch metal shard painted into the back of the neck. Sweetwater shipped a flawless replacement and a call tag for the original guitar. You can't beat that service!

[@johnvickersziarnick5174]

But didn't it go through their 55 point inspection brfore beind shipped to you? They should have found that......

[@Tubedog8]

I've purchased one guitar and some equipment from Sweetwater and was impressed by how easy they made it and how knowledgeable the salesperson was. But this video really showed me that getting quality from Sweetwater is no accident. Great job Phil!!

[@jimmyheathmusic3779]

I have always had a positive experience with Sweetwater. I have even received phone calls to make sure that I was happy with my experience. There was a time when I was a little skeptical of buying a guitar online. Sweetwater has changed that for me.

[@jlore6344]

It was great to see and hear about their process. It makes me feel a lot better about buying a guitar from Sweetwater. I am a little surprised that Sweetwater shared all of this with you and us. That's cool!

[@bakstabbath]

Excellent video, Phillip. I've always wanted a peek behind the curtain at Sweetwater.

[@BParker55]

Sweetwater has the best costomer service I've ever experienced hands down.

[@beefnacos6258]

It's so strange though. I keep things short and simple and straight to the point. I've called them a good three times and every time I felt completely rushed and they would just agree with everything I say. Like I said I keep things short sweet it's not like I was wasting their time or trying to talk to them about my life story.

[@BParker55]

@@beefnacos6258 I'll take that over retail trying to argue with you any day!

[@MMMMatt]

I am always SO impressed at Sweetwater's customer service and logistics. Honestly, for a massive online-based retailer, the fact they go above and beyond...not just for music gear but for ANY company in general, I've not encountered such enthusiasm for customer service- it amazes me how they are able to do it at this scale. Other consumer based companies need to learn from Sweetwater's internal system.

[@dongonzulman6478]

This video was fascinating! When Phil talked about the Sweetwater event on the podcast, I was excited to see these types of videos, but this footage is way better than I imagined! I have a new respect for the people behind the scenes over there. I've always been a fan of my SW rep, Dan...anyone else look for their rep in the background? Lol. Anyway, it's cool to see the rest of the crew Cheers

[@davidvest7170]

I've had great results with Sweetwater. A guitar might not be set up the way I'd prefer, but that's what the optional setup service is for, which shows up as an option at checkout (along with nut upgrade, Plek). Otherwise they pass through reasonable setups from the manufacturer. The photographs are an amazing value, in cases where the wood grain aesthetic would make or break your enjoyment of a guitar (and it can vary a lot on some models). You get exactly the guitar and serial number you selected. 55-point isn't your own personal luthier and guitar tech for free, but it's fabulous protection from getting a lemon. Love them.

[@antoniomp2]

Thank you Phillip McKnight and the Sweetwater team. Very enlightening video for sure. The 55 point inspection process is a competitive advantage for Sweetwater Sound. I hope they continue with this process and find ways to improve. The features I like best are 1.. The photo gallery and guitar weight options that I’m able to select from before I make purchase. 2. I prefer that Sweetwater do the unboxing and the first pass inspection to prevent surprises on my side of the inspection process. Things that stand out for me are: 1. Inspection tech II checks that relief, action, and intonation are within tolerance. Not that they meet manufacturer's spec. See Target Action Tolerance chart they have displayed that gives guidance to the tech, which seems to show they will allow a 20% variance from manufacturer’s spec. 2. I don’t see the benefit of having a brand product manager on site.

[@jimmextorf7785]

Enjoyed that very much. I've done a decent amount of business with Sweetwater and I've always had great experiences. Their sales staff especially make the buying experience feel personalized. A shout-out to Josh T. at this point.

[@Thirty5Foxx]

Bought a Schecter Omen-8 from there a few months back. Never had a better guitar buying experience. The guys at Sweetwater definitely earned a return customer.

[@pjs9346]

Well done. Impressive. Have dealt with Sweetwater and the company has always been accommodating and never questioned why. Will deal with Sweetwater in the future.

[@michaelnugent9758]

Good stuff as usual, Phil. Very cool of Sweetwater to let you (and us) in on their process. I’ve been hearing of issues with Sweetwater for years from so many people but, they’ve always been great with me. Top notch customer service from the SW team!

[@thomasraven]

Well done! This just shows that they have good intentions but it ultimately depends on the attention and experience of the techs involved.

[@tallen917]

Phil, thanks for taking the time to put this video together. I think it provides a better understanding on how Sweetwater conducts business. They are not just a pass through distribution house with great marketing hype. Makes me more confident in their products. The discussion on final quality puts some realism into the production process... actually any production process. Nothing can be 100% no matter how well the manufacturer/distributor humanly tries. Exceeding customer expectations used to be a universal goal in manufacturing... not so much anymore...just look around. Good to see Sweetwater still maintains that benchmark. Thanks again.

[@barondavis5692]

I recently ordered a bass from them. Having never purchased from I didn’t know what to expect. The bass hasn’t arrived yet, but I feel much more confident about the order. Thanks.

[@rwalker1003]

The local shop I work at does free set ups on all guitars and it saves a lot of hassle and it’s easier to be transparent with customers knowing any guitar they want can be adjusted to play well so there’s no worry about selling lower quality instruments or guitars that have been on the wall a bit too long. Only works on a small scale I suppose but it seems to work for us.

[@Elruido702]

Man I wish my local guitar shop did this I paid damn near 75 bucks to get my bass setup

[@hunterhelfrich1270]

Going into the actual sweetwater store is a whole different world than any other music shop I've ever been to. I'm glad to see the care they put into making these guitars/manufacturers better

[@CC-qb9sm]

Great video Phil! I do a fair amount of business with Sweetwater and this video helped me understand a few more things which is really cool. I can say from experience that Sweetwater stands behind the products they sell. The times that I have had issues, they have taken care of me as best they can and I have always been satisfied with how things have worked out and the level of ownership that they take. They care about me as a customer and an individual. I think getting that from a large company is pretty dang cool.

[@Glicksman1]

I bought a Gretsch Harrison Duo-Jet from Sweetwater. I had it "Plecked" . (I advise all to have this done) It came to me in perfect condition, in tune, and perfectly set up. I changed the strings to Thomastik-Infeld flats, which ought to be on it, and it's as good a guitar as you could wish for. Love Sweetwater. I hope that the new management/owners keep the quality up where it has previously been.

[@HailRider]

I bought a very nice guitar from them that had a FR trem and locking nut. They asked what strings I wanted and which tuning as well as action height. What I got surprised me. It was a perfect setup, JUST how I asked. The action was perfect. A small adjustment for tuning (naturally) and I was off and flying. To me, Sweetwater ROCKS. And special thanks to Noah B. for always looking after my orders.

[@petepalmeri]

Best KZbin video I've seen in a very long time. Answered a lot of questions that I had as well. Thank you for doing this.

[@lance134679]

Wow, this video is well done. Thanks for putting all the work in asking the right questions about the inspection/setup process. It seems Sweetwater is catching a lot of QC issues, but anecdotally, there are still lots of issues that slip through. For me, it still gives me more confidence buying from Sweetwater than a store that doesn't have an inspection process.

[@WallyBoots]

That was very informative and entertaining. Thanks Phil!!! Very impressed with Sweetwater and their dedication to customer satisfaction.

[@tonypetrillo3488]

I have had nothing but excellent experiences with Sweetwater. I have purchased guitars from them, and they have all been very well done, good action... and any imperfections were pointed out (with pictures) prior to purchasing. What I think is great, is their Sales Engineer, Patrick Dennis always seems to follow up with me after the purchase. Thumbs up for Sweetwater.

[@JoshuaC923]

Thanks for doing this Phil, game changer for the guitar retail industry

[@McWookie2332]

I had the BEST guitar purchasing experience with Sweetwater. It was a demo, so I was a little anxious at first. I immediately received photos of my Les Paul from the beginning of the inspection. It had 2 very small dents but they were photographed and documented. They checked in with me a week after receiving my guitar, asked how it played, how it sounded, if there was anything I found that they may have missed. I really can’t say enough good things about Sweetwater. Oh, and they sent a bag of candy! I mean, come on. How cool is that?

[@chuckvt5196]

I love Sweetwater. I have spent a lot of money and bought a lot of guitars from them, and have never been disappointed. Thanks for showing us an in-depth look at how they do what they do!

[@McDeathSausage]

Hey Phil, thanks for doing this video. There really is a big difference in the way a guitar arrives from SW than from other places like GC and MF, from packaging to play-ability out of the box. Also, thanks for clearing up whether the 55 point inspection included a setup. It certainly feels like some guitars are more playable out of the box than others but it sounds like the higher priced guitars just have a better build quality from the manufacturers.

[@isologuitar996]

Such a good video. We’ve all been patiently waiting for this one and it did not disappoint! Thanks Phil, and Sweetwater for “opening the kimono”!

[@rickhill6277]

For the last 10 yrs or so I’ve bought ALL my Guitars and Amps from Sweetwater and have Never had an issue with anything! Maybe I am just lucky, have a Good Sales Engineer, or the Tech’s are Great. I’m betting on the last two! I have to have All my Guitars modified because for 57yrs I’ve played Left Handed Guitars strung Right Handed which means a New Nut, Strings and a Setup. Cheers to Sweetwater and they’re Staff especially my Sales Engineer Delvin Wolf who keeps track of the Process for me and keeps me in the Loop at all points! Very informative Video Phil, please keep up the Good Work and Cheers from Salem, Ohio!

[@TractorMonkeywithJL]

I applaud them for at least trying to weed out problems before the guitar makes it to the customer compared to other online retailers.

[@stimpsonjcat67]

Chris has 'Start With Why' on his bookshelf. I am not surprised. I LOVE Sweetwater, and I buy anything I can from them.

[@JerMz-c7b]

About to pull the trigger on a new guitar from Sweetwater. My first "big boy" purchase from them. This eased my mind as I had concerns. Bravo!

[@neilpatrickhairless]

I've used Sweetwater for years and never had any problems, but I have not shipped in any guitars or basses from them either. I'm here to tell you, this process they have is above and beyond what probably any other company is doing and that's not even getting through the first guy's list

[@toddknaster9731]

I have been a customer of sweetwater for several years and love their customer service. I did but a guitar that was outside of Factory specs ( very high action at the nut and bridge). I called them and they took care of it in a very professional and satisfactory way. I would buy another guitar from them but not my initial sales rep because they did not handle it correctly.

[@viniciusmoura9105]

What a great initiative of yours in making such an informative video! It was nice to know what the 55 point inspection system is and how it is processed. This procedure just creates a win-win-win situation for the customer, the retailer and the manufactorer. The former is ensured to get an instrument that has been carefully checked with an objective approach and thus without issues, the second tend to reduce costs associated with returns and refunds, improve the overall consumer experience with the purchase and the likelihood of consumer fidelity, and the later gets feedback data regarding potential weaknesses in its line of production without having to spend additional resources to detect those failures, which creates increased opportunity of improvement in quality of their products. The manufacturers should be thankful to Sweetwater. Another remarkable thing is the concern of the company in being transparent with the customers regarding its 55 point inspection system, publicizing what are those and what are their methods. Very nice.

[@urideemer4333]

I bought 2 G&L ASAT Tribute guitars in the last couple of years from Sweetwater. My first ever Online buys of guitars. It was the 55 point inspection that gave me confidence in doing so. Before that it was my mantra, gotta hold it, touch it, Inspect it, sight the neck and play it before buying....I have 3 Fender Tele's both USA & Mexican made and 2 Strats also 1 each USA and Mexican made. In reading numerous online forums concerning the Tribute series I was aware that a certain number of folks had some issues with Frets and or Nut slots.The majority like myself were more than pleased with the value, fit and finish, build quality &c. My first G&L ASAT was the Deluxe model...it was on a boat from Indonesia when I had placed my order. It was PERFECT. The second arrived last week an ASAT Special which developed an issue with the EVIL BUZZ on the low E and A on open strings only. It appears the nut is just so very slightly too low. I was aware that the inspection is not a personal preference set up ( Sweetwater does offer a SET UP in their shop) and that any inspection of a 500.00 guitar ( mine was less - on sale 4th of July!) will not make it a Custom Shop grade instrument. I am also capable of doing basic set ups, relief saddles / string height, Intonation..frets and nuts not yet..... The guitar came in all within manufacturer tolerances some slight relief, action a little on the high side as usual from the factory and the inspection card. I will say that the Buzz was not noticeable by playing any fretted notes....only upon hitting the open strings.....I was just going to take it to a tech locally for a set up , I was not troubled as I knew the inspection was not a set up. I sent an e-mail to sweetwater just to let them know of the buzz, even sending them a sound file....showing that the buzz could be heard amplified. I was contacted over the next few days by I believe 4 different management or Tech service people. I can tell that they are concerned about these things. I assured them this was not such a big deal to me as I knew this could happen with a guitar in this price range. They still went over and beyond in their working to resolve the buzzy strings. I am off to the tech tomorrow likely a little of that Stew MAC nut slot fixer, a mild set up and fret check. P.S. Those Jumbo MFD Soapbar Pickups in the ASAT Special are cool .......and the reason I picked up that model. Still all this has forced me to play my ASH FSR 50's Deluxe Butterscotch Blonde Tele.( It has them thar Hot Pickups) The SSS AM Strat and that smoking CBS '76 TELE DELUXE...........life is hard. ,:)~ Thanks to Phillip & Sweetwater for the tour!

[@freyasslain2203]

I have ordered many things from Sweetwater . And I am a very satisfied customer .

[@Fiveash-Art]

I ordered a package of edible panties from them and they were delicious. Tasted like cherry fruit rollups. I can never recommend this company enough.

[@Puckrocker]

I’ve always had positive experiences with Sweetwater. I’m a big fan of how they run their shops. I’ve bought plenty of physical gear and software through them, and never really had any serious problems. Their customer service has always been good, and responded quickly in my experience.