Terrible Music123 Experience

[SBsoundguy]

Wow thumbs up to Music 123.

Are Musicians Friend, Music 123, and Guitar Center.com the same company? They are always out of the same items and their backorder dates appear to be the same.

 

[Locki]

id go through all that for 25% off, that's good service.

 

[Foamy]

Wow thumbs up to Music 123.

Are Musicians Friend, Music 123, and Guitar Center.com the same company? They are always out of the same items and their backorder dates appear to be the same.

Yes

 

[fjadams]

We could only wish all businesses treated their customers in such a slap dash manner.

 

[ksandvik]

Yes sounded like good customer service. Glad they handled this customer.

 

[ebonalley]

Sorry Chris if I threw 123 under the bus. Wish I could rename the thread. I'll contact you soon. Happy holidays.

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

 

[Foamy]

Sorry Chris if I threw 123 under the bus. Wish I could rename the thread. I'll contact you soon. Happy holidays.

+1 for the man up

 

[BassOfSpades]

what a happy ending merry christmas to everyone

 

[f.c.geil]

This is why I have a Music123 card, and continue to do business with them. This is excellent customer service.

 

[jumbosilverette]

Glad everything worked out for everyone in the end.

 

[SubSectorSucker]

agreed. M123 has always done right by me

 

[ebonalley]

A quick update on my saga. In response to Chris's invitation above, I put aside 30 minutes and drafted a detailed and constructive letter to Music 123. Sent it off to the listed address on the 26th and haven't heard back. On the 28th I received my second set of pups but they also had the wrong J. After further inspection I learned that the sets are including the Ultra Jazz neck pup instead of the model J.

I PM'd Chris and included my phone number. No response yet. I called 123 and asked for Chris but he was not available. I spoke with the available rep and decided on a plan to have people from the warehouse directly inspect the pkg in the warehouse prior to shipping out a third set. The rep stated that I would get an email within 48 hrs regarding the warehouse pup inspection. Prior to getting off the phone I inquired into my 10% rebate agreed upon during my 23 Dec conversation. The rep stated that I had been erroneously given a 10% store credit. This was quickly fixed and hopefully will appear on my bank statement soon.

On the 29th I spoke with DiMarzio again and explained my experience. They confirmed that they had not changed their default DP126 setup. The rep offered to directly exchange my set if needed. I stated that I would get back to them hoping to working things out with 123.

Today, I called 123 to inquire into the status of the warehouse inspection as I had not received an email. I was advised that the warehouse had inspected the DP126’s and the correct items were available. I asked if they could specifically send me one of the inspected items and the rep stated that he would document this request.

After 3 weeks, 2.5 hrs on the phone, 30 minutes writing and two trips to the post office, I think there is a 25% chance that I will get the correct pups. At least I have a backup plan directly with DiMarzio. More to come…

 

[Foamy]

Many people are off work on vacation this week, some mandatory.

 

[ebonalley]

I agree. Chris could be off skiing for all I know. Best not to assume.

Many people are off work on vacation this week, some mandatory.

 

[ebonalley]

Correct pups arrived today In conclusion, all worked out well. Chris contacted me a couple days after my last update and explained that my prior email to 123 had been opened by another colleague. To sweeten the deal he threw in a $50 store credit for my next purchase. I won't lie and say that there weren't many challenges associated with this particular order however, I think its also important to recognize that Music 123 cares about their customers and will go to great lengths to ensure the job is done correctly and their customers are satisfied. I hope this helps inform your next purchase.

 

[Eric Perry]

My next order will most likely come from Music123, based solely on this thread.

 

[f.c.geil]

My next order will most likely come from Music123, based solely on this thread.

I've used them before, always been happy with their service and prices, but this thread really confirms my decision to use them.

 

[Joe Nerve]

If only bass northwest could see this thread.

 

[DanRJBrasil]

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.

+1

 

[scubaduba]

Sounds like "proceed at your own risk" is a low risk scenario.