Sorry but I have a GC story to vent about.

[rogerbmiller]

So yesterday, I bought a used bass over the phone from the Kalamazoo Guitar Center. The salesman was as nice as could be and extremely helpful. I was quite pleased with the experience.

This morning I was notified by Amex that my card security had been compromised and that they had cancelled my card immediately. They suggested if I had any bills paid by card I should call the vendors to let them know about the deactivation.

Well being the proactive bass junkie I am, I decided to call the GC in Kzoo just to make sure all was okay with the transaction.

My guy wasn't there so I asked for a manager and I get one who was a total jerk. I explain my siutation to him, and he wouldn't even take my number to look up the order. He said "You have to call special orders for that as it would have been processed through their website so you have to call them."

I am thinking this is strange because I have ordered a few things over the years from stores and my info is always in their computers, but nonetheless I call the 866 number he gives me and end up on the phone with another nitwit devoid of any manners or personality who cannot find me anywhere.

After explaining things to him about 3 times, he finally tells me that I need to call the store back as they would have processed the order in their systems.

So I call the store back and ask for the same manager, who was 10X worse than on the original call. He is in a hurry to get me off the phone. He is intrerrupting me as I try to explain the situation to continue to argue that I must be in the customer service centers files.

Finally, I say to him "Look-- You are telling me it is not in your system and the GC command center is telling me it is not in theirs. I just had a charge card compromised after ordering with you. Doesn't that fact pattern disturb you? I am not suggesting someone in our store stole my number but I would hate to learn that there is a piece of paper floating around the shop with my cc information. I am being proactive to make sure YOU get paid for YOUR sale. I expect some courtesy and assistance."

Well he didn't warm up to me but he did at least make an effort from here and then said "Oh yeah. Since oyu ordered used it DID get processed here." From there he confirmed payment was processed.

This guy was such a jerk that I really am tempted to report him to GC if there is a number that takes these sorts of complaints. No one should be treated and spoken to as disrespectfully as i was. Especially a repeat GC customer who was calling to try to be helpful.

I have so many more GC stories I have held back from posting up here but this experience is making me rethink that.

[Aircooled]

What a crappy experience on oh-so-many levels.

When will retailers (of any type) learn that the legitimate complaints told about them carry way more weight than any incentive or advertising can compensate? I did my stint in the retail world while going to college, and realized that customer service not only reflected on my employer, but on me personally. Like the fry cook who has a sign above his fryer that says "If you're not proud of it, don't serve it", retailers and their support organizations need to have the Golden Rule branded on the insides of their wrists.

I'd write to GC, and also post your experience on Resellerratings.com . Oh, and tell two more friends, who will tell two more friends, and so on, and so on ...

[BigOldHarry]

GC = B A D

[redefine dave]

None of you better have off days while working.

[funkingroovin]

You should. After all,YOUR sale is keeping THAT guy employed..It behooves a business to make EVERY transaction as painless as possible. It is,after all,that guy's JOB to be helpful and curtious,and to 'un-employ' people that act as he did. With this economy,it is also a buyers market,and I'm sure many other companys would love your business. Yeah, Tell 'em.

[rogerbmiller]

Originally Posted by redefine dave

None of you better have off days while working.

If you mean what I think, I certainly appreciate what it is like having an off day.

From my perspective, I was going out of my way to preempt a potential problem and if the manager was having a bad day, he certainly was using me as his whipping post.

[Staccato]

Sharks make successful managers? Unfortunately, this is often true in a time honored tradition.

If it took (me) 30 calls to AMEX, and another 30 calls to GC, I would take names, dates, and notes on each call or letter until all of the parties involved were versed on what happened, and I was satisfied with the outcome, below. (Sometimes letters is the way since it creates a written document.)

Goals:

Who did what? (Watch for same store employees to cover each other's tails.)

New Amex Card (Why did this happen, and what could you possibly have done different-according to 'each' expert you talk to at AMEX Central.

Blame Game? (If this was through no fault of your own, assign blame in a firm, professional manner-after you collect more than enough information. And, make sure the GC Store Manager learns from memory-your first and last name, and face through many subsequent 'working together' conversations. If it is GC's problem, I'd pester the manager about how many times this happens per month, and be hesitant to accept that this is an isolated incident, even if he makes that assertion.

Reminder to self: 'anger' will typically stall any progress-whether by phone or letter.

[funkingroovin]

@ redefine dave-- This guy is the MANAGER. Regardless of the kind of day,his job is to be polite and helpful. Usually one gets this position because of their people skills. Usually...

[DrewinHouston]

It's good to vent, I would be PO'ed too. In the long view, though, you had a bad experience with some people who weren't courteous, but they did take care of your issue. It happens everywhere, maybe more often at GC than some other places but it does happen to everyone. Take a look at the Consumerist, that's where there are some really wild examples of bad experiences.

[rogerbmiller]

Originally Posted by DrewinHouston

It's good to vent, I would be PO'ed too. In the long view, though, you had a bad experience with some people who weren't courteous, but they did take care of your issue. It happens everywhere, maybe more often at GC than some other places but it does happen to everyone. Take a look at the Consumerist, that's where there are some really wild examples of bad experiences.

From my point of view, they did not take care of my issue until I practically forced them to. He tried to pass me off twice and when he finally did look me up in the system it was evident that he did not even try the first time when he told me I wasn't in the system.

I had to give a sermon to the manager about how I was calling to help HIM avoid a payment problem to get him to even bother with me. That is what is so weird about this experience. And mind you, all of this because my credit card was solen from me which is adding insult to injury.

[lowendblues]

I went to a guitar center once to buy a Sansamp BDDI. My salesclerk's name was Kevin.

I give Kevin a brief description of the item, trying to be as informative as possible, he gets all cocky and assured me that he knew what I was looking for and we went to the counter so he could look up the stock number on the computer. After searching for about ten minutes he looks me straight in the eye to tell me that they didnt stock that item, he could order me one in,,, but there would be a charge for the special order.

I told him to kiss my a**. I'd buy online.

About 2 feet behind him on a shelf at eye level were 6 Sansamp BDDI's.

Kevin doesnt work at that Guitar Center anymore.

[Demonator]

Another reason I am thrilled we do not have a GC anywhere near me. I love small shops.

[lowendblues]

I live about 25 miles from the nearest GC. If I want anything better I have to go about 100 miles. I buy most of my stuff online site unseen based on reviews and info picked up on various forums (talkbass is a wonderful resource for this, thank you).

GC is OK for checking out new stuff and small items. As long as you do your research and know what your talking about they cant hurt you.

I just feel sorry for the unexperienced folks who are just getting started and fall to the mercy of GC employees. I love giving free advice and guidance when I visit.

[JohnMCA72]

I have a catch-phrase that applies to any retail or service business, including music:

"Make it easy for them to do business with us!"