Let me start by saying that I never write reviews ...

Let me start by saying that I never write reviews - I was never moved to express my opinion online about any company, but today I must make an exception. Matt King, the customer service representative at Paul Reed Smith Guitars went above and beyond in standing behind their product.

A few months ago I purchased a PRS guitar, one of their entry level instruments, and I enjoyed it immensely. After a while, however, I noticed, a relatively minor flaw that I felt could easily be taken care of by any competent luthier. I had heard about their PTS department, the in house repair shop, so I gave them a call and spoke with Matt King, the customer service representative.

At Matt's suggestion, my wife and I accepted his invitation to visit PRS while he had my guitar serviced on the spot. We toured the plant, and we had ample opportunity to ask questions see how the people, their expertise and craftsmanship make these remarkable instruments and amplifiers come together. Our guide, Sean, was exceptional in giving us a real behind the scenes tour of the entire manufacturing process.

We again met with Matt at the end of the tour. He had looked into the repair of my guitar, but he felt it did not meet their exacting standards of manufacturing. He then presented me with a new guitar, the same model but a step up in desirability, at no cost to me. I was just floored.

Not only were we wowed by the expertise and hospitality of everyone from the receptionist to the head of acoustics to the PRS amplifier guru, but we were treated like royalty by their customer service department. I cannot wait to tell everyone about our wonderful experience, and I only wish that more companies would follow their model. They have earned a customer for life.