Here's the story. Back in 2016, I got an Epiphone AJ-45, new from Sweetwater. It was pretty nice. I liked everything about it but the satin finish, which I couldn't stand. So I polished it and glossed it up, it looked great. In January of 2017, six months after I got it, it started buzzing. In Maine, where I live, the humidity gets quite dry in the Winter. I called SW, they recommended a humidifier. I got one of those blue cloth tube thingys, with the polymer inside, and kept it watered regularly, but the neck continued to back-bow, until the strings were touching the top 7 or 8 frets, completely unplayable. Then Summer came, and like magic, the neck straightened out and it became playable again. Next Winter, it re-bowed, again not playable. To get a warranty repair, they told me I had to drive 3 hours to an authorized service place to get it evaluated, blah, blah. I wrote it off as a lemon, a bad luck deal. Then, a couple months ago, Alana from SW sent me an e-mail, asking how I was enjoying my gear; I'm a fairly regular customer. Since I was home "isolating", I had time to tell her the story. She told me to send it back, and they would take a look. Today, this arrived. It's a "demo" so there are a few minor dings, but it plays nice and sounds nice. I'm very impressed with this level of customer service. I never expected to get a replacement after 4 years. Now, do I polish this one? It was a lot of work. Anyway, a happy customer story!