Musician's Friend Rant

[DeanT]

Boy are these guys frustrating sometimes. Now this is not meant to be a pick on MF thread. I deal with them all the time and have gotten great service each time. No problems. They usually have what I need in stock and they ship fast.

But this time....

I sent MF Customer Service an e-mail a while back asking if they carried the EBMM Bongo in a single H configuration and different colors than were on their web site. They only show the HH and three colors on the web.

It took them 11 days, count them, 11, to answer me. I sent the email on 9/15. I just got an answer today, 9/26. It took them 11 days to finally answer a simple question. And the answer was no, but they probably could special order one for me.

Sheesh!

[steve66]

I would have called

[PSPookie]

Overall, MF has been good to me. I got a ridiculous deal on a UL112 Series 1 when they were closing them out. They usually have what I'm looking for at a reasonable price and they usually ship within one business day. Usually

However, the last time I placed an order with them (for a 5 string set of DR Low Riders) it took a full month (order placed 7/20 -- order received 8/20) to get this in-stock (yes it was in-stock) item. To their credit, the CS people I talked to were polite and as helpful as they could be. They refunded the shipping and I had used an online coupon to purchase the strings, so they only ended up costing me $7. But still, a month to deliver an in-stock set of strings is just silly.

[Thunder_Fingers]

I think:
that MF could well start shipping out of the US!

[casualmadness]

I typically like MF. But a few weeks ago I ordered a straplock set and it arived yesterday missing some pieces. I called to return it and it took almost 40 minutes talking to the guy to make him udnerstand that I watned to return it. I got so frustrated that I eventually jsut hung up on him. It really was that bad. I took a few minutes to calm down and then called back. Got someone new and she squared it away in just a few minutes. The first guy must have been new. No big deal really. I just couldn't deal with him anymore.

[Thunder_Fingers]

And since we are ranting right now:
What is it with the fact that i cant find a decent american web store that ships internationally, with G&L L2500 Tribute basses in Blueburst with Rosewood fretboard?! They all have maple! I dont want maple!


Im not gonna buy one before in 3 months, but...

[Keef]

Here's MY Musician's Friend rant:

I wanted to buy some stuff in the beginning of September. Filled my shopping cart full of all sorts of goodies. When I went to check out, the purchase page told me I needed to log in. I searched my computer, but couldn't find my password. They won't let you BUY anything without your password.

So all I want to do is get a new password so I can give MF my money. Simple, right?

Now Musician's Friend (hereafter referred to as "MF") has a system for retrieving your password. You enter your email, and they claim they will send you a new password. But I NEVER got the new password! So I did it again... and again... and again... still no new password.

(disclaimer: yes, I know how to use my computer; no, I do not have any spam-blocking enabled in my email program; no, I am not behind a firewall, etc, etc, etc. Also, I can't create a NEW account – I tried, and the webpage said "sorry, there is already a user account for this email address")

I called MF tech support. The guy who answered told me that the problem with new passwords not getting sent out "happens all the time... I wish they'd fix that!" Of course, he could do nothing to help me, and suggested I send an email to the tech support department.

So I sent a clear, concise email to tech support, telling them that I've lost my password and need a new one. What did I get in response? An email telling me how to ENTER my password! But I just told them that I don't HAVE my password!

So, I wrote them again, telling them that (you guessed it) I NEED A NEW PASSWORD. They said that they are unable to do this.

Then they gave me the email address of the webmaster at the MF website. He, they say, should be able to fix this.

So I sent an email to the webmaster at MF, using the email address provide by tech support. A day later, I received this:

This Message was undeliverable due to the following reason:

Your message was not delivered because the destination computer refused to accept it (the error message is reproduced below). This type of error is usually due to a mis-configured account or mail delivery system on the destination computer.

Your message was rejected by musiciansfriend.com for the following reason:

Message Refused

Well, this is just ridiculous. I took my business elsewhere. I guess MF just doesn't want my money.



PS: If anybody knows of a way to complain to someone higher up the MF food chain, I'm all ears. I can't believe they make it this hard to give them your money!

[CElton]

Originally Posted by PSPookie

Overall, MF has been good to me. I got a ridiculous deal on a UL112 Series 1 when they were closing them out. They usually have what I'm looking for at a reasonable price and they usually ship within one business day. Usually

However, the last time I placed an order with them (for a 5 string set of DR Low Riders) it took a full month (order placed 7/20 -- order received 8/20) to get this in-stock (yes it was in-stock) item. To their credit, the CS people I talked to were polite and as helpful as they could be. They refunded the shipping and I had used an online coupon to purchase the strings, so they only ended up costing me $7. But still, a month to deliver an in-stock set of strings is just silly.

Great...I ordered a set last week and their still not here. I don't feel warm and fuzzy. Guess I should have ordered from juststrings.com.

[Thunderitter]

I think you discovered the difference between MF and your local guitar shop!

MF are great order takes and if they've got it they'll get it to you! If the haven't got it it goes into the too hard box I afraid as they process all the orders for the stuff they've got!

[HMZ]

Originally Posted by steve66

I would have called

+1

[silky smoove]

My latest MF experience has been tough but they ultimately got it all resolved. 2 Genz Benz amplifiers and 1 Gallien-Krueger amplifier later its all been sorted, but man... Talk about an ordeal!

[davec]

I have an issue with a out of stock issue and when I call and getting the run-a-round. I will never order from them again

[troy mcclure]

Always had great service and great prices until Mid Summer. They were moving warehouses and I waited 2 months to find out that they canceled parts of my order and then shipped stuff I no longer needed because it had been so long. I just returned an Eden Wtx 260 beacuse it didn't fit my needs with no hassle, so it will show up on the clearence shelves there soon, if you are interested.

[Keef]

Originally Posted by OP1964

Guess I should have ordered from juststrings.com.

I ordered several sets of strings from juststrings.com last week. Two days later, they sent me an email saying that the strings were out of stock, and that they would email me when they became available.

Just ordered some Rotosounds, nothing extremely esoteric. But I'd have ordered elsewhere, had their website told me they were out of stock.

[casualmadness]

Originally Posted by Keef

Here's MY Musician's Friend rant:

I wanted to buy some stuff in the beginning of September. Filled my shopping cart full of all sorts of goodies. When I went to check out, the purchase page told me I needed to log in. I searched my computer, but couldn't find my password. They won't let you BUY anything without your password.

So all I want to do is get a new password so I can give MF my money. Simple, right?

Now Musician's Friend (hereafter referred to as "MF") has a system for retrieving your password. You enter your email, and they claim they will send you a new password. But I NEVER got the new password! So I did it again... and again... and again... still no new password.

(disclaimer: yes, I know how to use my computer; no, I do not have any spam-blocking enabled in my email program; no, I am not behind a firewall, etc, etc, etc. Also, I can't create a NEW account – I tried, and the webpage said "sorry, there is already a user account for this email address")

I called MF tech support. The guy who answered told me that the problem with new passwords not getting sent out "happens all the time... I wish they'd fix that!" Of course, he could do nothing to help me, and suggested I send an email to the tech support department.

So I sent a clear, concise email to tech support, telling them that I've lost my password and need a new one. What did I get in response? An email telling me how to ENTER my password! But I just told them that I don't HAVE my password!

So, I wrote them again, telling them that (you guessed it) I NEED A NEW PASSWORD. They said that they are unable to do this.

Then they gave me the email address of the webmaster at the MF website. He, they say, should be able to fix this.

So I sent an email to the webmaster at MF, using the email address provide by tech support. A day later, I received this:


Well, this is just ridiculous. I took my business elsewhere. I guess MF just doesn't want my money.



PS: If anybody knows of a way to complain to someone higher up the MF food chain, I'm all ears. I can't believe they make it this hard to give them your money!

Wow...I was pissed about dealing with the new guy. But this...good grief!

[tanslacks]

I am going a bit off topic here, but I wanted to remind people to support their local music stores.

I live in a pretty small town and know the family that owns our local music store. They sold my daughter her first flute and every other piece of gear since. Sure, things cost more. You bet and sometimes we have to wait for them to order stuff. A hassle, for sure. These people are like family to me, I have been going to them for 15 years. I have shopped at MF and even the GC 2 hours away, but I love our local shop.

Sorry, just my 2 cents

[savit260]

Originally Posted by steve66

I would have called

Yup, and that wouldn't have taken much longer than it does to send and email, with an instant response.

Amazing how many people have forgotten how to use a telephone.

Think of all the frustration that would have saved.

[ggunn]

Originally Posted by savit260

Yup, and that wouldn't have taken much longer than it does to send and email, with an instant response.

Amazing how many people have forgotten how to use a telephone.

Think of all the frustration that would have saved.

In general I have had tremendously more frustrating experiences trying to get to talk to a live human being who knew what the F was going on on the phone than I have with emailing customer service.

YMMV, but when I hear "Please listen to the entire menu because some items may have changed...", I settle in for an ordeal.

[Keef]

Originally Posted by savit260

Amazing how many people have forgotten how to use a telephone.

Think of all the frustration that would have saved.

See my rant, above. A lot of times, people just seem anxious to pass the buck.

[casualmadness]

Originally Posted by tanslacks

I am going a bit off topic here, but I wanted to remind people to support their local music stores.

I live in a pretty small town and know the family that owns our local music store. They sold my daughter her first flute and every other piece of gear since. Sure, things cost more. You bet and sometimes we have to wait for them to order stuff. A hassle, for sure. These people are like family to me, I have been going to them for 15 years. I have shopped at MF and even the GC 2 hours away, but I love our local shop.

Sorry, just my 2 cents

Its always good to support locals IF you have a good local shop. For me, there is no local shop because I move around so much (23 moves in 33 years), and I'm getting ready to move again soon. So there is no way for me to develop any relationship with local shops. So a place like MF is a viable alternative.
Since I move around so much, I honestly don't feel any particular loyalty to anyone. Might be harsh but it's honest.