I did send it back. They found a small nick in the head stock. I never saw it and didn't even know it was there. I have no idea if it was there when I got it or if it was done on my end. Several people did play it in the few weeks I had it before it got sent back. it is a pretty small nick and I would have probably never seen it if it hadn't been pointed out to me, but it appears that was enough for UKE republic to refuse a refund or exchange (I had requested a refund or an exchange for a new instrument with no set up on there end, which is probably good advice for any instrument moving into the professional range).
A big problem I have with UKE republic is Mike simple refused to actually admit there was a problem and that they screwed up the set up. They did, but for him it was all subjective and personal preference. It's not. Weak tone with low volume and lots of string buzz (which is how I received it) means the strings are set to low. His advice not to use standard fluorocarbon strings because they are to small of a gauge tells me they screwed up the nut (that's the part they didn't fix and is much harder to fix then simply replacing the saddle). If you can't admit a mistake you never learn and you certainly can't really fix mistakes.
Since there is only one side of the story being heard I'll address this for the complete story.
When we received the first email I was certainly concerned and wanted to find the best solution because Alan expressed that he liked the instrument but was having buzzing. We set the instrument up before shipping with no buzzing so I wanted to check on some of the more obvious reasons you would get a buzz post set up.
The advice I gave was that Alan change his attack on the strings, he might have been playing hard and Kiwaya KTS-4 is a wonderful very responsive instrument. Alan also had changed to Martin fluoro strings that are a narrower gauge than the stock strings. Thinner strings in a nut slot originally meant for thicker strings(Factory Kiwaya strings) can buzz so I recommended changing strings.( Not all fluoro carbon strings are the same gauge. The nut on this one has not been altered despite Alan's suspicion.
Alan didn't want to do these things and wanted to return for exchange or refund. Uke Republic paid the shipping with a return label. Alan returned it with an obvious nick on the back of the headstock so we can't replace or refund when an instrument is damaged.
I tested the instrument playing various attack, heavy, medium and lite. The buzzing could only be heard if I played hard over the sound hole from the E string. I recommended once again changing strings but he declined but wanted to have it set to standard factory saddle instead and so we did. Guess what? It still buzzed when played hard on the E. strings were too narrow. I didn't offer to fill the nut slot and file so it could accommodate his thinner string as he only wanted factory settings - no setup.
I decided to replace the strings he had installed with closest to original strings Daddario Titanium strings. Result- No buzzing on Alans Kiwaya.
I've never felt a fault with volume as Kiwaya makes beautiful full sounding sopranos.
Conclusion: Alan may require a differen't set up to use certain strings, Alan might want to try a less aggressive attack when playing.
The instrument once again played great with the string change and we paid to ship it back to him in a new box.
Why would we set up a premium instrument like a Kiwaya some may ask? Generally instruments are shipped from all over the world (Kiwaya are made in Japan) using a cargo vessel, trucking and plane then stored in a warehouse. The varying effect of so many environmental changes can include, frets moving, strings going bad, tuners coming loose and more. We as professionals at Uke Republic take the time time to address, remedy and dial in the tone by means of a set up. This is done to insure a great playing ukulele.
Thanks everyone for all your positive remarks and support- Mike