I would like to read the letters and replies as well..it could be valuable to the new commers and those making their 1st purchase..im really sorry to hear you got the run around like that or as we said in the military gaffed off. The store is totally clueless as to how to satisfy a customer.
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My new rig - what more could go wrong?
- Thread starter jazzbo
- Start date
This letter was emailed, faxed, and mailed as well. I "cc'd" Spitzer's at the bottom (I edited that out of this post), and sent a copy to them as well. I will fax a copy to Spitzer when I get the right cab.
Incidentally, they're supposed to be at my house right now delivering it. I'm at work. I'll call in 10 minutes and see what happened.
-----------------------------------------------------------
November 16, 2000
Peavey Electronics Corporation
711 A Street
Meridian, MS 39301
Phone: (877) 732-8391
Fax: (601) 486-1278
Attention: Customer Service
Re: Spitzer Music
Concord, CA
To Whom It May Concern:
On October, 30, 2000, I encountered an extremely frustrating and stressful attempt to purchase Peavey equipment from a Peavey Dealer, Spitzer Music in Concord, California. The items in question included the Firebass 700 II bass head and 410 TVX speaker cabinet.
In attempting to purchase said items in good faith I experienced an atrocious display of customer service. As I was aware that the speaker cabinet in question was available at both 4 and 8 ohms, I clearly requested a 4 ohm cabinet to purchase along with the head. I was assured that this was available and completed the purchase under this understanding. As the sales clerks loaded the equipment into my vehicle, I did not confirm for myself that the proper cabinet was provided. I had at this point validated that the accompanying paperwork I was supplied confirmed the desired impedance. It was not until playing a gig that evening that I discovered I was provided an 8 ohm cabinet in error. A call was made to the store in question the next day, and I was assured by Graham at Spitzer Music that the proper cabinet was ordered, and would be received anywhere from November 9 14, at which time I could trade in the incorrect cabinet. I left my phone number and was told I would be contacted. As of November 13 I had not heard from Graham, or anyone else, so I took the initiative and contacted the store. It was confirmed that the Peavey order was received, however the correct cabinet was not included in the shipment. I expressed extreme concern, communicating that the 8 ohm cabinet in my possession was not adequate for my situation, and was in need of the proper equipment, the cabinet I paid for, as soon as possible. I asked for the store to explore alternative possibilities to ensure I would not be further inconvenienced. I was told I would be called back, and was contacted the next day, November 14. I was explained that the cabinet was re-ordered and would be received on November 27 at the earliest. I was clear to express that this was not adequate by any means. I was given no alternative.
On November 15 I visited the store with all original merchandise and paperwork in an effort to return said products, and purchase the equipment from another local dealer that was able to satisfy my needs immediately. I explained my situation to three individuals, lastly Graham Cooper, Vice President. I made it very clear to him as to why I felt I had not received adequate customer service, and could not continue to be inconvenienced while this retailer worked with Peavey. Graham would not refund me for the merchandise, after explaining their no-refund policy. I implored him to understand that this situation fell outside the parameters of a basic purchase, that I was not provided with what I paid for, was in no way at fault, and had no desire to continue our business relationship. Ultimately, the store would not provide a refund, and after over an hour of discussion agreed to attempt to locate the proper equipment at another local Peavey dealer.
As of the time I am writing this letter, I am not in the possession of the equipment I paid for and received documentation of.
This situation has been extremely time consuming, stressful, and frustrating. I have been forced to perform gigs without the proper equipment, and have spent hours in discussion with this retailer, either in store, or on the phone. Repeated assurances of a telephone contact initiated by the store never occurred. I was not offered alternative solutions to make my purchase whole. It was made very clear that this store would not take even the smallest of steps to correct my situation.
As a Peavey dealer, and thereby representative of your company, I am appalled at the blatant disregard for customer satisfaction displayed by this retailer. As a corporate trainer, and previous customer service manager for the nations largest financial institution, I am extremely familiar with the components of customer service. To state that my experience was atrocious customer service is an understatement. I implore Peavey to bear in mind the consequences of such activity, as musicians are very much a network. In business we understand that bad experiences carry over by word of mouth at a rate of 10:1 in comparison to good experiences. It is only normal that this retailer should lose my business, and the business of all of my friends and peers. Not to mention the bad publicity already circulated through internet channels.
I have been very happy with Peavey products in the past. I request a return correspondence to outline what steps Peavey plans to take to remedy this situation. Thank you very much for your time.
Thank you,
Adam J. Rodriguez
Incidentally, they're supposed to be at my house right now delivering it. I'm at work. I'll call in 10 minutes and see what happened.
-----------------------------------------------------------
November 16, 2000
Peavey Electronics Corporation
711 A Street
Meridian, MS 39301
Phone: (877) 732-8391
Fax: (601) 486-1278
Attention: Customer Service
Re: Spitzer Music
Concord, CA
To Whom It May Concern:
On October, 30, 2000, I encountered an extremely frustrating and stressful attempt to purchase Peavey equipment from a Peavey Dealer, Spitzer Music in Concord, California. The items in question included the Firebass 700 II bass head and 410 TVX speaker cabinet.
In attempting to purchase said items in good faith I experienced an atrocious display of customer service. As I was aware that the speaker cabinet in question was available at both 4 and 8 ohms, I clearly requested a 4 ohm cabinet to purchase along with the head. I was assured that this was available and completed the purchase under this understanding. As the sales clerks loaded the equipment into my vehicle, I did not confirm for myself that the proper cabinet was provided. I had at this point validated that the accompanying paperwork I was supplied confirmed the desired impedance. It was not until playing a gig that evening that I discovered I was provided an 8 ohm cabinet in error. A call was made to the store in question the next day, and I was assured by Graham at Spitzer Music that the proper cabinet was ordered, and would be received anywhere from November 9 14, at which time I could trade in the incorrect cabinet. I left my phone number and was told I would be contacted. As of November 13 I had not heard from Graham, or anyone else, so I took the initiative and contacted the store. It was confirmed that the Peavey order was received, however the correct cabinet was not included in the shipment. I expressed extreme concern, communicating that the 8 ohm cabinet in my possession was not adequate for my situation, and was in need of the proper equipment, the cabinet I paid for, as soon as possible. I asked for the store to explore alternative possibilities to ensure I would not be further inconvenienced. I was told I would be called back, and was contacted the next day, November 14. I was explained that the cabinet was re-ordered and would be received on November 27 at the earliest. I was clear to express that this was not adequate by any means. I was given no alternative.
On November 15 I visited the store with all original merchandise and paperwork in an effort to return said products, and purchase the equipment from another local dealer that was able to satisfy my needs immediately. I explained my situation to three individuals, lastly Graham Cooper, Vice President. I made it very clear to him as to why I felt I had not received adequate customer service, and could not continue to be inconvenienced while this retailer worked with Peavey. Graham would not refund me for the merchandise, after explaining their no-refund policy. I implored him to understand that this situation fell outside the parameters of a basic purchase, that I was not provided with what I paid for, was in no way at fault, and had no desire to continue our business relationship. Ultimately, the store would not provide a refund, and after over an hour of discussion agreed to attempt to locate the proper equipment at another local Peavey dealer.
As of the time I am writing this letter, I am not in the possession of the equipment I paid for and received documentation of.
This situation has been extremely time consuming, stressful, and frustrating. I have been forced to perform gigs without the proper equipment, and have spent hours in discussion with this retailer, either in store, or on the phone. Repeated assurances of a telephone contact initiated by the store never occurred. I was not offered alternative solutions to make my purchase whole. It was made very clear that this store would not take even the smallest of steps to correct my situation.
As a Peavey dealer, and thereby representative of your company, I am appalled at the blatant disregard for customer satisfaction displayed by this retailer. As a corporate trainer, and previous customer service manager for the nations largest financial institution, I am extremely familiar with the components of customer service. To state that my experience was atrocious customer service is an understatement. I implore Peavey to bear in mind the consequences of such activity, as musicians are very much a network. In business we understand that bad experiences carry over by word of mouth at a rate of 10:1 in comparison to good experiences. It is only normal that this retailer should lose my business, and the business of all of my friends and peers. Not to mention the bad publicity already circulated through internet channels.
I have been very happy with Peavey products in the past. I request a return correspondence to outline what steps Peavey plans to take to remedy this situation. Thank you very much for your time.
Thank you,
Adam J. Rodriguez
Oh yeah, I forgot to mention, I enclosed a copy of the complaint I filed with the Better Business Bureau.
Adam -
Excellent letter, I look forward to Peavey's response. Oh, and did Spitzer show up with the proper cabinet?
Excellent letter, I look forward to Peavey's response. Oh, and did Spitzer show up with the proper cabinet?
Good to hear that you're nailing the proverbial balls to the wall!
I keep seeing this played out like a feature on David Horowitz's <i><a href="http://www.fightback.com/about/history/history.html">Fight Back!</a></i> program.<BR><BR><center><img src="http://www.fightback.com/images/photos/slide.jpg"></center>
I keep seeing this played out like a feature on David Horowitz's <i><a href="http://www.fightback.com/about/history/history.html">Fight Back!</a></i> program.<BR><BR><center><img src="http://www.fightback.com/images/photos/slide.jpg"></center>
Well, I called my roommate and they delivered the right cab. An hour and 15 minutes late from our agreed time. They have not yet processed the refund to my credit card. Also, I haven't been home yet, so I have yet to actually check it out myself.
Ahhh....the saga continues.
Ahhh....the saga continues.
Because that is not what he paid for and was told that he would get.
The customer is always right. ALWAYS.
The customer is always right. ALWAYS.
I for one am glad to see someone take a stand against lousy service. This forum could be a good place to get the clout that we deserve. I know if I owned a store that sold basses, the last thing I would want would be a nagative report on T.B.
Way to go Jazz.
Pkr2
I'M MAD AS HELL, AND I'M NOT GONNA TAKE IT ANYMORE!
Damn, Bob, that felt great. I'm gonna do it again-I'M MAD AS HELL, AND I'M NOT GONNA TAKE IT ANYMORE!
I gotta go now, I just woke the wife up and she said I was crazy as hell and she wasn't gonna take it any more either.
Pkr2
Damn, Bob, that felt great. I'm gonna do it again-I'M MAD AS HELL, AND I'M NOT GONNA TAKE IT ANYMORE!
I gotta go now, I just woke the wife up and she said I was crazy as hell and she wasn't gonna take it any more either.
Pkr2
2 ohms ?!?! That's generally recognized as the danger zone unless the manufacturer says otherwise. Remember, the load is changes depending on how and what you're playing/not playing.
Jazzbo,
These are the three modern peavey 410's:
410-TX (discontinued) has a port in the rear...it's unlikely that the other store you contacted had a TX as they haven't been made in awhile
410-TXF (not sure if it is discontinued or not) has a slot port along the bottom of the front and is CARPET covered...this is probably what the other store you contacted has
410-TVX identical to the TXF except it is covered in vinyl/tolex instead of carpet
I have a 410 TXF and 115 BX-BW (both 4 ohms) that I run with the first generation Firebass. The amp is stable at 2 ohms: it says so in the manual, on the back of the amp, and on Peavey's website. I have had this setup for 1 1/2 years and have not had problems. The amp never gets more than warm to the touch. That dealer was BS'ing about not wanting to run the amp at 2 ohms. I understand that not every amp is cabable of 2 ohms but the Firebass certainly is.
Let us know what Peavey says in response to your letter.
Dan
These are the three modern peavey 410's:
410-TX (discontinued) has a port in the rear...it's unlikely that the other store you contacted had a TX as they haven't been made in awhile
410-TXF (not sure if it is discontinued or not) has a slot port along the bottom of the front and is CARPET covered...this is probably what the other store you contacted has
410-TVX identical to the TXF except it is covered in vinyl/tolex instead of carpet
I have a 410 TXF and 115 BX-BW (both 4 ohms) that I run with the first generation Firebass. The amp is stable at 2 ohms: it says so in the manual, on the back of the amp, and on Peavey's website. I have had this setup for 1 1/2 years and have not had problems. The amp never gets more than warm to the touch. That dealer was BS'ing about not wanting to run the amp at 2 ohms. I understand that not every amp is cabable of 2 ohms but the Firebass certainly is.
Let us know what Peavey says in response to your letter.
Dan
No response yet from Peavey.
Bob - I didn't want to carry around another cab when I shouldn't need it, or shouldn't have to. Plus, it's the principle of the thing.
Danhei - Thanks for the advice. I did have some concern about running the head at 2 ohms. I definitely hope that my experiences are the same as yours. Incidentally, I'm just going to be using the 410 for awhile.
Well, they did deliver the right cab, 410TVX (4 ohms). Our lead singer was sick this weekend, so I haven't gotten to play with it really. (He canceled rehearsal). Gig tonight though, this should be fun.
Bob - I didn't want to carry around another cab when I shouldn't need it, or shouldn't have to. Plus, it's the principle of the thing.
Danhei - Thanks for the advice. I did have some concern about running the head at 2 ohms. I definitely hope that my experiences are the same as yours. Incidentally, I'm just going to be using the 410 for awhile.
Well, they did deliver the right cab, 410TVX (4 ohms). Our lead singer was sick this weekend, so I haven't gotten to play with it really. (He canceled rehearsal). Gig tonight though, this should be fun.
At least you finally got the right part. When you took the merchandise back for a refund and were told that wouldn't happen, you should have just left it at the store and walked out. At that point, you go to the nearest phone, call your credit card company and demand an immediate chargeback. In matters like this, the store is stuck with the "burden of proof" so to speak and 99% of the time the credit card company will side with the customer.
And, as you've found out, when it comes to credit cards, "no refund" policies don't mean jack ****. They know they have to give you new merchandise or they'll end up picking up the tab for it anyway. One of the few things CC companies do right is make sure their customers don't get dicked around by shady companies.
Peter
And, as you've found out, when it comes to credit cards, "no refund" policies don't mean jack ****. They know they have to give you new merchandise or they'll end up picking up the tab for it anyway. One of the few things CC companies do right is make sure their customers don't get dicked around by shady companies.
Peter
Jazzbo: Credit to you bud for hanging in there on this one. You've set a great example for how not to get mad, but to get what you want (and paid for) in a business-like manner.
What a freak show that store put you through -- bet you won't be shopping there anymore, and good for you.
In the end, the only things we have to vote with when dealing with businesses like this are our dollars.
What a freak show that store put you through -- bet you won't be shopping there anymore, and good for you.
In the end, the only things we have to vote with when dealing with businesses like this are our dollars.
It gets worse guys. Friday they delivered the cab to my house, but they still haven't given me the refund they promised. See, when I told them about the better deal I was getting at Music Unlimited in Dublin, they told me they would refund me back the difference. They haven't done that yet. I called today and spoke to Spencer Craig (yes ladies and gentlemen, remember that name!). I have not been as insulted as I have been in years.
I was put on hold for a lengthy period of time. I was not asked to hold, I was told to, and nobody came back to check on me periodically. That's not that big of a deal, it happens all the time. I explained to Spencer that I had not yet received the credit back to my credit card. He explained that was just coming into the situation, and had to confirm with Graham what was going on! He said the credit probably has been put through. I told him I work for the company that holds my credit card, and I could see on the back-end system as of this moment, the store has not requested the credit. He explained that he would talk to Graham, and get it taken care of. I asked him if he could tell me approximately how long that would take. He said that he didn't know. I asked for him to confirm is name for me, as I had forgotten his last name. He sighed, and sarcastically, answered, "Spencer." I asked for his last name, which he gave me. Then, I asked for his title. He said that he had no title. I asked if he was a sales associate, or a manager, or what. He kept saying, "Adam. Blah blah blah." He would constantly repeat my name and sigh, moan at the inconvenience of having to talk to me, and tell me he has no title.
Here comes the gem. I wrote down what he said verbatim, because this is classic:
"Adam. You know, we had a guy drive 5 hours to do something for you. If you would just shut up you would see that we're trying to do things for you. You don't seem to appreciate that. You talk so business-like that you sound like an attorney trying to sue us. (This is the second time this store has mentione lawsuits, even though I have never hinted at it. I wonder if this store has a history of being sued). You make it hard for people to want to help you. You know, people want to try and help people."
My retort:
"I have already stated that I appreciate your employee delivering the proper cabinet; however, this all happened because I was not provided the correct cabinet in the first place. You speak as if you have been inconvenienced, but remember that I am the one that has experienced the incovenience. It's impossible for me to put into words right now how offended I am at what you just said. I have been completely polite and professional and cannot believe that you would speak to a customer showing such blatant contempt and irritation."
Within 5 minutes he called me back and told me the credit has been processed. He wasn't very happy when I asked him to fax me a copy of the receipt. The point is, he got it done though, didn't he.
During this entire ordeal, I have very carefully selected exactly what I said, and how.
1 - I was always professional and calm. I did not once raise my voice.
2 - I avoided phrases that start with "Your company," or "you guys." I was careful to never accuse anyone or any company, I simply stated the facts, like "I received the wrong cabinet," or "I have not yet received the promised refund."
3 - I began each conversation by pointing out what things the company has done for me. I thanked the company when it delivered on something it said it would do. I thanked the proper individuals, and then went on to discuss any thing that was left to still be done.
4 - Whenever possible, I referred to sales associates as Mr. Craig, or Mr. Cooper.
5 - I was patient, and expressed that whenever people needed to put me on hold or talk with somebody else, they could take their time, I would wait. (Hey, it's a music store, not like I'd have nothing to do.)
Because I followed those steps religiously, Spencer's comments were unfounded and rude. The truth is that he simply didn't want to deal with a relentless customer who would not be screwed. Him saying that the person driving five hours to get my cab was a favor to me, shows how Spitzer Music will not go out of their way in the least, for any customer, whenever possible.
I was put on hold for a lengthy period of time. I was not asked to hold, I was told to, and nobody came back to check on me periodically. That's not that big of a deal, it happens all the time. I explained to Spencer that I had not yet received the credit back to my credit card. He explained that was just coming into the situation, and had to confirm with Graham what was going on! He said the credit probably has been put through. I told him I work for the company that holds my credit card, and I could see on the back-end system as of this moment, the store has not requested the credit. He explained that he would talk to Graham, and get it taken care of. I asked him if he could tell me approximately how long that would take. He said that he didn't know. I asked for him to confirm is name for me, as I had forgotten his last name. He sighed, and sarcastically, answered, "Spencer." I asked for his last name, which he gave me. Then, I asked for his title. He said that he had no title. I asked if he was a sales associate, or a manager, or what. He kept saying, "Adam. Blah blah blah." He would constantly repeat my name and sigh, moan at the inconvenience of having to talk to me, and tell me he has no title.
Here comes the gem. I wrote down what he said verbatim, because this is classic:
"Adam. You know, we had a guy drive 5 hours to do something for you. If you would just shut up you would see that we're trying to do things for you. You don't seem to appreciate that. You talk so business-like that you sound like an attorney trying to sue us. (This is the second time this store has mentione lawsuits, even though I have never hinted at it. I wonder if this store has a history of being sued). You make it hard for people to want to help you. You know, people want to try and help people."
My retort:
"I have already stated that I appreciate your employee delivering the proper cabinet; however, this all happened because I was not provided the correct cabinet in the first place. You speak as if you have been inconvenienced, but remember that I am the one that has experienced the incovenience. It's impossible for me to put into words right now how offended I am at what you just said. I have been completely polite and professional and cannot believe that you would speak to a customer showing such blatant contempt and irritation."
Within 5 minutes he called me back and told me the credit has been processed. He wasn't very happy when I asked him to fax me a copy of the receipt. The point is, he got it done though, didn't he.
During this entire ordeal, I have very carefully selected exactly what I said, and how.
1 - I was always professional and calm. I did not once raise my voice.
2 - I avoided phrases that start with "Your company," or "you guys." I was careful to never accuse anyone or any company, I simply stated the facts, like "I received the wrong cabinet," or "I have not yet received the promised refund."
3 - I began each conversation by pointing out what things the company has done for me. I thanked the company when it delivered on something it said it would do. I thanked the proper individuals, and then went on to discuss any thing that was left to still be done.
4 - Whenever possible, I referred to sales associates as Mr. Craig, or Mr. Cooper.
5 - I was patient, and expressed that whenever people needed to put me on hold or talk with somebody else, they could take their time, I would wait. (Hey, it's a music store, not like I'd have nothing to do.)
Because I followed those steps religiously, Spencer's comments were unfounded and rude. The truth is that he simply didn't want to deal with a relentless customer who would not be screwed. Him saying that the person driving five hours to get my cab was a favor to me, shows how Spitzer Music will not go out of their way in the least, for any customer, whenever possible.
