Thanks for reaching out and I’m sorry to hear about your disappointment. I have shared your feedback with our team.
Each guitar gets several passes of QC and we have a detailed list of check points that have to be approved for each guitar before it goes in the box.
Our setups are in line with Tosin’s playing preference: low action + relatively little relief. The height at the high E 17th fret, for example, should measure close to 3/64”. Each truss rod is tested for functionality, and we would not be able to set the guitar up to our specs without a functional truss rod.
All this said, we are shipping a wood-based object across the country during the summer, with various handling conditions and temperature shifts - things can move. It is standard procedure that a professional setup may be required upon arrival. Please note, adjusting the truss rod improperly may cause irreversible damage to the guitar.
Short of any mishandling by the carrier (which would be indicated by the Shockwatch label on the box), we are confident a professional tech will be able to set the guitar to your optimal playing conditions. We find a small degree of buzz on the low strings desirable (it should not come through the amp), but if you are aiming to eliminate as much of it as possible, we recommend setting the guitar up with higher action and more relief.
Everyone has their opinion, but the Fluence set of pickups we use is revered for its sound and celebrated for how many tones it contains. The assessment that the neck and bridge sound identical is strange, even by virtue of where they are on the guitar - Literally even an identical pickup in both positions would sound different as it’s positioned in a different listening window. I’m sorry to hear you didn’t enjoy the pickups, but would encourage you to revisit them if you decide to hold on to the guitar.