Hello Music Support Warning
Fellow TBers, be greatly warned regarding a total lack of after-the-sale support from Hellomusic.
I purchased an ESP Vintage 214 bass on July 16th 2013 from Hellomusic. Shipping was reasonably quick, arriving on July 23rd. Packaging was very good but that is where the positive part of my experience with Hellomusic ends.
The bass was sold as new, but you'd be hard pressed to call it even B stock. In a nutshell the neck has a serious flaw and the build quality is terrible.
I promptly inquired with their support to process a return. After a little back and forth I receive their "return form" which requested the information I already provided via email in my initial notification. <sigh>
I have submitted the form with detailed information on the problems with the instrument as well as the requested photos but have yet to receive a response other than the automated notification that they've received my email. I have followed up no less than 5 times via email since July 23rd (also receiving automated notifications for each) and attempted to contact via phone multiple times to which I'm always greeted with the "sorry we're helping another awesome customer" message and an automated disconnect.
Honestly I'm completely floored. I've had bad or slow service from businesses before but never complete silence and avoidance.
Subsequent to this posting I am filing a complaint with the BBB and disputing the charges with my card provider, just as I promised them in my last email.
Consider yourself warned and think twice about parting with your hard earned money to purchase anything significant from Hello Music.
Good or bad, if the situation changes I will update accordingly.
Praise & Worship #813