In the past, I was always very happy when dealing with Sweetwater and I will continue to do business with them in the future. However, my recent purchase of a guitar was a bit of a disappointment. The Eastman E10SS guitar I ordered had finish defects in the top on the most visible part of the guitar. I was surprised that not only did Eastman ship a guitar in that condition since they are known for their quality and craftsmanship but even more surprised that the defect made it through Sweetwater's final inspection since they boast how they carefully inspect finish under two frequencies of light. My salesman contacted me to seee how I liked the guitar and I told him about the finish defects. However, he didn't offer any resolution to the problem. If fairness, I could have asked to exchange the guitar but I expected him to offer an exchange but he didn't. I hate returning things and almost never return anything but an expensive guitar should not have finish defects. Everyone who saw the guitar said they would consider the finish flaws unacceptable. After some going back and forth, Sweetwater agreed to exchange the guitar for an identical one when it came into their stock. To their credit, as an alternative, they offered to give me a 10% refund if I decided to keep the guitar. Just before making the decision, the guitar opened up - apparently acclimating to my environment while out of the case and it sounded so sweet that I decided to live with the finish defect and take the refund. So that was settled but a couple odd things happened that makes me wonder about their system. First, I received a message from customer service that the 10% refund would be credited to my credit card. Then I received a message from my salesman that the 10% would be held as a Sweetwater credit in my account. I got that straightened out. But then I received an email thanking me for a new order even though I had not placed a new order. The order was billed in my name but to be shipped to someone in another state 800 miles away. There was no charge in the order for some piece of equipment but it made me lose a bit of confidence on how such a thing could happen. The bottom line for me is that I will continue to do business with Sweetwater. They are an incredible company. For anyone who hasn't seen them, check out the YouTube tours of Sweetwater. It's amazing. That said, if I order another guitar, I'm going to zoom in as far as possible on the photographs Sweetwater provides and carefully inspect every inch of the guitar. I have lost faith in their inspection process.