Moog Music Forum

I ordered my Sub 37 from Long and Mcquade. When i received it some 15 weeks later, the box was damaged ans well as the Styrofoam inside, i did a quick inspection in my excitement and thought everything was fine. I later noticed the wood panel had separated from the metal, and the bottom corner of the wood was split. It appears maybe it was damaged during shipping. I mentioned it to The people at Long and Mcquade and they said to bring it back and they will get me a new unit. Am i going to have to wait another 14 - 16 weeks to get a replacement?


Sorry for the poor quality pictures.

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I hope you realize THAT has absolutely nothing to do with Moog's "build quality" but rather, the gorillas that manhandled your package. It's the number one reason I always opt for insurance with musical instruments regardless of the shipping method...it saves a lot of heartache and YES, you *may* have to wait for shipping time but you should contact whom you purchased from and in light of this situation they should expedite a new one to you but usually THAT only happens once the damaged or otherwise object is received by them so you probably want to make sure they actually will HAVE a Sub 37 to exchange for yours and keep copies of ALL correspondence.

This is such a great synth that as painful as it may be to have to wait a bit longer for a pristine, undamaged model, but it surely will be well worth it in the end.
Also, in an ideal world and situation I would make sure they pay for shipping back and free shipping WITH insurance on new one. The business you bought it from SURELY had insurance and sometimes you only have a specified period to make a claim so I would be making some phone calls and emails right away!

I have a split in one of my wood panels since new. I have thought about getting a replacement but shipping to uk has been off putting. Should i get it done? Its quite noticeable. I can upload pic if required

personally if i was you, i would just get replacement wood end cheeks. i wouldnt send my precious whole Sub37 synth through the mail again. Youre likely to get it back with much more damage than a few wood chips.

replacing the wood end cheeks is really easy. its just a few screws and they come off. i use the trusty ole reversable screwdriver that came with my Roland JV1080 expansion board 15 years ago haha damn that little black thing has been handy over the years, i go into a panic if i cant find it

Cheers,
Blackout

So i should just ask moog to send me a replacement?

I contacted the supplier and the have ordered another entire unit for me, and will allow me to keep the one i have until it arrives!

Hi there,

Andy from Moog Tech Support here!

We will be happy to mail you a new wood side, no problem at all.

Please contact me directly at andy@moogmusic.com and include the pics and your Full Name, Mailing Address, and Phone Number and we will take care of it!

Thanks,
Andy Hughes
Service Dept. Manager
Moog Music, Inc.

Thanks Andy. Will do just that

Email sent. Thanks Andy
pic attached for reference

Update. New wood panel arrived today and now fitted. thankyou moog