My new rig - what more could go wrong?

[Gard]

Adam -

It amazes me (sigh), Adam, that these people are still in business (sigh).

Glad you finally got everything you should have gotten to start with. Damn shame you had to go to all that unnecessary effort to do so. I'd assume that no one from this board is EVER going to do business with them after this....their loss, eh?

 

[bassmonkeee]

Good for you, Jazz. I was having a conversation with Dave Siff about customer service the other day, and your experience certainly fits the bill. I have grown less and less tolerant of poor service in the last couple of years. Now, I fight back. And, it sounds like you did it the right way. If you raise your voice, or act like a d!ck, you just give them an excuse to make it even more difficult.

I have logged plenty of hours of dealing with customers over the years including in the Accounting Department of a local music store, and the way they treated you is a good way to go out of business. Every city has a store that seems to think they are doing you a favor by selling you something. Seems like you found that store. I wish I lived in your area so I could walk in there with a $1000 cash, wave it in their faces, and not buy anything.

Hopefully, people who would normally say, "Oh, well," at being screwed will think twice if they read your experiences.

 

[jazzbo]

Don't make me come over there and slap you Gard.

Yeah, this has been very frustrating. But, hey, it's a life lesson, right? There is also a sense of personal satisfaction in reporting them to the BBB and to Peavey. Also, I'm writing another letter to Spitzer to accompany the fax of the Peavey letter. I'm happy I finally have the right equipment, and I stand fast in my actions, believing very firmly I was in the right the entire time. Someone here said it, these companies act that way because they know they can get away with it. Also, when you have to hire a technical staff, a staff that is knowledgable in product, sometimes you can get a staff that isn't strong in customer service and sales experience and technique.

This kind of touches upon something I've noticed from music retailers in the past. I don't think the management is effective in properly training their staff in customer service and sales. I'm sure there are many exceptions to this rule, but I wonder how much music knowledge is favored over other skills.

I like the fact that some sales reps are really knowledgable in the product. Hopefully their experience can help me, but it's important for management to provide them the tools to help in a retail world. And many times the managers aren't brought in because they have wonderful retail management experience, many times they're simply former sales associates, who have risen through the ranks. And sometimes the reason they raise is because of tenure only, which does not alone beget management material.

Well, that's $0.02 with change left over.

 

[jazzbo]

I received an email response from Peavey today.

Adam,
I am responding to your letter from November 16, 2000. I am sorry for the mixup with your enclosure. I have talked with Graham Cooper at Spitzer's and he has told me that they delivered to you on Friday, November 17 a 410TVX 4 ohm cabinet. I am really sorry for any inconvience that this may have caused.

From my conversation with Graham I understand that all is taken care of. Please advise if this is not the case.

Sincerely,
Lanee Campbell
Sales Coordinator
Ext. 1292

My reply email:

Lanee,

Thank you very much for your quick response. After my continued conversations with Spitzer's, I convinced them to take the extra steps to find the correct cabinet for me and to deliver it. I am very grateful for Spitzer's for doing this, and appreciate that the situation has been essentially resolved.

I had very little doubt that I would eventually get the correct gear. My main concern has been the poor customer service, and indifferent attitude that this dealer has adopted. They have definitely lost my business, and the business of many of my peers in music.

Adam Rodriguez

 

[Brad Johnson]

We have a local store that borders on legendary, people up and down the East Coast, when this store is mentioned, almost unanimously reply:

Oh, those guys, they're a-holes (abbreviated foryour protection.

I wouldn't buy free strings from these clowns. Vote with your wallet and tell your friends. And strangers. too

Typically this is the same kind of store that complains about the unfair competition from the mega-stores. If my choices are limited to buying from an idiot with an attitude and buying from an idiot with a lower price (mega store)...

BTW I'm not saying everyone at the mega-stores is an idiot. Spitzer isn't looking too sporty right now, though.

 

[VicDamone]

I know it was a pain in the neck but BRAVO ADAM.

This is a textbook lesson on how to deal with crappy service. Hopefully there are enough of us here in the Bay Area who have followed your work to put a little dent in Spitzers business as usual.

Doesn't it feel great when you realize your calm business like responces are rateling there cage. There so used to people complaining in anger that it actualy becomes there source of entertainment.

The gem was when you told them you had the ability to monitor there electronic transactions. You can just hear them thinking, who is this guy?

 

[mikemulcahy]

Well done!!!! I applaud your effort and hope i can do the same if ever faced with a problem like that. We can all learn from this, i know i have. As a side note, I dont think Peavey would appreciate a barrage of negative Email from the TB faithful if action hadnt been taken.

My hat is off to you sir.

 

[jazzbo]

Thank you everyone for your support! I really mean it, you guys have been wonderful in giving advice throughout this entire ordeal!!!

I have to admit, just like everyone else here, my life is crazy-hectic!, and my first reaction may not have been to go through the time and effort I went through. Once I got the ball rolling though, I knew I had done the right thing. It felt really good just to write the letters.

Last night I played my first gig with the right equipment. My drummer now loves me (even more than he already did).

Also, I confirmed on the system that my credit card credit has been put through. I'm a happy camper!

[Edited by Jazzbo on 11-21-2000 at 01:35 PM]

 

[Gard]

Adam -

Kudos to you and your efforts, you are an inspiration to all consumers that get the shaft. Thanks