There is a ton of text to follow fully, but it sounds like some hourly workers messed up, which is entirely possible.... If someone waits for so many weeks for the guitar, why dynamite the situation due to errors by hourly workers who are probably bored and can't wait to get home? The guy can't send the right guitar; why would we expect him to print the correct label? This is when you realize you must tame your expectations, lead the hourly worker through the process and get what you need. The escalation seems over the top causing unnecessary results. In the end, everyone is frustrated, and the husband is disappointed even more because he could have had the guitar for the long run, and now that is not possible... If I were waiting for Kiesel for so many weeks and could not get it because my wife is all over the forums, I'd be pretty upset... This is not a problem with the company IMHO. As far as the management is concerned, they have a right to fire the customer they want. This is the USA...