Terrible Music123 Experience

[ebonalley]

On the 10th I ordered the Dimarzio DP 126 PJ set and when it arrived it had the wrong J. Instead of having the black adjustable pole pieces it had the standard silver ones. I called Music123 and discussed options. They encouraged me to return them for a new pup set. I shipped them back out on the 15th and went on a short vacation. On the 20th I called and they stated they had not received my return yet and therefore could not ship out the new PJ set. I then called again on the 22nd and they stated that it had actually arrived on the 19th but for some reason the new pup set had not been released. They stated they would make it happen in 24 hrs. I asked that they change to overnight shipping based on the mess up which they agreed to. Called again today and guess what? Same exact status and the product had not been shipped and there was no notice to overnight the product. The new rep stated that he would cancel the old order and overnight me a new PJ set come Monday as the last UPS had left for the day. I agreed to the deal. 10 minutes later I realized that there was no service on Monday due to the holiday. Infuriated, I called back and asked for another 10% off due to utter incompetence. All total 25% off and the hope for a new PJ set next week. Props to 123 for taking the additional % off upon my request but proceed at your own risk.

[fourstringdrums]

I think the situation was handled well. You got 25% off for a minor inconvenience. Hardly a "proceed at your own risk" situation. This kind of mixup could happen with anyone.

[cbakerm123]

Originally Posted by ebonalley

On the 10th I ordered the Dimarzio DP 126 PJ set and when it arrived it had the wrong J. Instead of having the black adjustable pole pieces it had the standard silver ones. I called Music123 and discussed options. They encouraged me to return them for a new pup set. I shipped them back out on the 15th and went on a short vacation. On the 20th I called and they stated they had not received my return yet and therefore could not ship out the new PJ set. I then called again on the 22nd and they stated that it had actually arrived on the 19th but for some reason the new pup set had not been released. They stated they would make it happen in 24 hrs. I asked that they change to overnight shipping based on the mess up which they agreed to. Called again today and guess what? Same exact status and the product had not been shipped and there was no notice to overnight the product. The new rep stated that he would cancel the old order and overnight me a new PJ set come Monday as the last UPS had left for the day. I agreed to the deal. 10 minutes later I realized that there was no service on Monday due to the holiday. Infuriated, I called back and asked for another 10% off due to utter incompetence. All total 25% off and the hope for a new PJ set next week. Props to 123 for taking the additional % off upon my request but proceed at your own risk.

My name is Chris and I work for Music123. I'm very sorry for all the mistakes. If there's anything else that we can do for you to make this right by you, please email me. webtalk@music123.com.

Sincerely,
Chris Baker
Night Supervisor
Customer Service
and Technical Support

[BassNeo]

^This gives me cause to actually deal with them. If someone can be that attentive in 2 posts they have to be doing something right.

Stuff happens. It's the holidays and not everyone is on the ball right now. Plus, It's the holidays and they're likely up to their armpits in Alligators.

Did I mention it's the holidays?

[Norm2704]

Wow.. That's customer service....

[Laurent]

Originally Posted by fourstringdrums

I think the situation was handled well. You got 25% off for a minor inconvenience. Hardly a "proceed at your own risk" situation. This kind of mixup could happen with anyone.

+1

My experience with this group have been excellent.
It's easy to throw a large company under a bus but I often see bad customer service with the smaller guys.

Note also this is one hick up in the midst of thousands of transactions which went flawlessly.

[Joe Nerve]

Terrible experience?

Someone else might have posted that as a great experience.

They exchanged it, no problem.
Were willing to give you overnight shipping, no problem.
Gave you another 10% off of something you already had a 15% discount on, no problem.
They respond here as soon as you post that you're unhappy.

They made a mistake, were willing to bend over backwards to make it right, took more money off cuz you were pissed about something that was completely out of their control, and then you come here to post of a terrible experience, with a buyer beware warning.

Don't ever buy from that big bass place out west.

[osv]

I've had nothing but good experiences with Music123. The one time I had an issue, everything was taken care of quickly and painlessly. They are the first place I check if I purchase online.

[Hopkins]

I will be dealing with Music123 in the future because of this post. Sounds to me that they did right by you.

[pacojas]

lmao@OP!!!

[Twocan]

+1

Mistakes happen in any business. They made it right with addl discounts. Why still bash them with this thread title?

[ack]

I use them, as they are easily the easiest of the online stores to deal with. They all make mistakes, but they'll usually respond with good customer service if you're not a dork about it.
They get it right most of the time. I was referred to them years ago by a friend who raved about their customer service. Since most of the online stores deal with roughly the same inventory, customer service can be the key difference maker in choosing which of them we use.

Props the the Music123 employee who responded earlier. You've probably created some new business for your employer.

[bolophonic]

They sound cool to me.

[Nev375]

I hate to think what the OP might do when he encounters actual poor customer service.

[ebonalley]

As noted in my initial post I respect the fact that they tried to accommodate my concerns. My discontent was in receiving misinformation on three consecutive occasions. The benefits of my current order status were strictly the result of my assertiveness as a consumer. Not trying to hate, just felt it important to warn about the apparent glitch in the return process.

[cbakerm123]

All,
Thanks for your kind words! It's always great to see such a positive response.

ebonalley,
I definitely understand your frustration, and I'd like to follow up with all involved. This is an excellent training opportunity to make sure our phone staff best understand how to address concerns like what you have expressed. Please email me, I'd like to check out your order and make sure our people here are giving the best service possible on every call.

Sincerely,
Chris Baker
Night Supervisor
Customer Service
and Technical Support

[Hopkins]

I think your misinformation was just a miscommunication and/or just plain human error.

[ShredderMaximus]

Post #2

Originally Posted by cbakerm123

My name is Chris and I work for Music123. I'm very sorry for all the mistakes. If there's anything else that we can do for you to make this right by you, please email me. webtalk@music123.com.

Sincerely,
Chris Baker
Night Supervisor
Customer Service
and Technical Support

I think this thread should be re-named to "Why music123 is awesome." Never used them before but won't hesitate at all in the future.

[Foamy]

Ok. I am warned. Thanks kindly.
Now....let's go see what Music123 has on sale.

[svenbass]

Originally Posted by cbakerm123

My name is Chris and I work for Music123. I'm very sorry for all the mistakes. If there's anything else that we can do for you to make this right by you, please email me. webtalk@music123.com.

Sincerely,
Chris Baker
Night Supervisor
Customer Service
and Technical Support

+1