Guitar Center Inc

D** ***, legal counsel to Guitar Center following up through Glenn's log inMrY*** does indeed have the option to refuse to sign the pin pad for a credit card transaction, but that does not mean that Guitar Center is required to offer alternative measures to indicate that MrY*** has acknowledged and agreed to the credit card terms for a saleAdditionally, the website quoted is from a website that provides loan servicing/Payment Processing services to colleges and universities and not a government statement regarding ESIGN. The quote seems to merely convey the idea that a consumer may refuse the option to sign electronically and take the business elsewhere to another business that offers paper signatures. Under ESIGN, both parties have to agree to use electronic signatures. Guitar Center is free to decide on the method of signatures for credit card transaction, and accordingly, the customer is free to refuse that method.
Guitar Center does not, and does not intend to offer such an alternative in stores, and we acknowledge that we cannot require anyone to sign the pin pads; however, Guitar Center may uphold electronic signatures as the sole option to acknowledge a transaction, and as a result will not receive the customer's consent for the transaction (thus, leaving the transaction incomplete/void)
I have a firm second opinion from a highly ranked, national law firm, with experts in this area and have had them take a second look after receiving the follow up from MrY***. If MrY*** feels this strongly, he may pay cash for purchases or look for alternatives with other merchants, but Guitar Center is in full compliance with the law on this issue
Guitar Center is compliant and we consider this case closed
Regards,
D** ***

Dear R*** and D*** ***,
Thank you for bringing your concerns to our attentionI sincerely apologize
for the difficulties you have experienced with your recent Guitar Center orderAfter speaking with the store manager at our Scottsdale location, she was able to provide some insightD*** explained that on Tuesday, January 26th, she was able to provide the Taylor 214CE that you had been waiting onAdditionally, D*** provided a humidifier as an apology for the inconvenience you had experiencedAfter looking into the Taylor 214CE, I do see that we had multiple dates that we were expecting this itemIf a manufacturer is unable to meet the expected delivery time, they often update us with a new date and attempt to meet the deadlineWe offer a backorder waiting list to all of our customers so that they may "reserve" an item ahead of timeIn your particular case, I understand that you had a specific date in which you needed your guitarFor some of our customers however, it is worth waiting for an item to come in and knowing that they will receive it when the shipment arrives
Regarding the a***orizations to your payment method; upon submitting an order we will collect an a***orization from your bank for the order totalThis a***orization places a hold on the funds for the amount of the purchaseAt this time, the money is still technically in your account however the a***orization has placed the funds asideCustomers are unable to access or withdraw the funds, which ensure that the merchant can collect payment after the order has been fulfilledAn a***orization hold typically lasts for 3-business days through most major banksAfter this timeframe has expired, the a***orization will be removed from your bank accountIn the event that there is a pending order with our company, a payment method is rea***orized until the item is available to ship or until the sale can be finalizedThis is likely the reason that you noticed several "charges" and "credits" to your payment method
At this time, I believe that your desired resolution has been metI greatly appreciate the feedback regarding our backorder procedures, and we will work to improve in this area of our business going forwardIn the meantime, if you have any other questions or concerns, please do not hesitate to contact me
W*** ***
Customer Service Supervisor
w***@guitarcenter.com

Dear Revdex.com,
At this time, Guitar Center will not be reimbursing MrT*** for his used Electro Harmonix metal muff and big muff pedalsThe reason we will not be reimbursing him is due to inconsistencies in the information that was provided to us regarding his claimMrT*** indicated that the store employees who assisted him, had damaged his pedals during the inspection process by dropping and kicking the itemsAfter the store management staff reviewed the security footage, they were unable to find signs of negligence that occurred during the inspection processAccording to the footage, MrT***'s used gear was not dropped, kicked, thrown or mistreated by the store staffAdditionally, MrT*** informed us that he requested to speak with a member of management during his visit within the storeAfter interviewing the scheduled employee staff, none of the staff recalled a customer requesting a member of management throughout the dayThe complete management staff was available the day that MrT*** visited the store, and were not alerted to any requests
I have reviewed MrT***'s claim with the store manager, MrM*** ***M*** provided email documentation of the attempts that he made to speak with MrT*** regarding his concernsDespite the inconsistent information, and being unable to find proof of negligence, M*** still offered to assist MrT*** in replacing his pedalsM*** offered to find new or used quality pedals, in the same models that MrT*** owned, and informed him that he would be willing to look into discounting the items should MrT*** wish to replace themM*** also offered to provide the contact information for Electro Harmonix, in an attempt to get the pedals repairedMrT*** has declined all of the offered resolutions that M*** provided
Again, at this time, we will not be reimbursing MrT*** for the two used items he wished to trade in to our Guitar Center storeUnfortunately, the series of events that occurred on the day that MrT*** visited the store do not match our security footage or the investigation that followedShould MrT*** wish to take advantage of one of M***'s offers, we would be more than happy to look into getting him replacement pedals
W*** ***
Customer Service Supervisor
***@guitarcenter.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10064521, and find that this resolution is satisfactory to me
Regards,
/>
*** ***

Dear Mr***,
Thank you for bringing your concerns to our attentionI sincerely apologize for the inconvenience you have experienced with your recent Guitar Center purchaseI have contacted the store manager, MsS*** ***, at the Allen Park locationMs*** is
aware of your concerns, and has attempted to contact you by phone to work our a solution that benefits you mostMsB*** *ill continue to attempt to make contact until your situation is resolvedIn the meantime, if you have any questions or concerns, please do not hesitate to contact me and I would be happy to work with both you and the store managerW*** ***
Customer Service Supervisor
***@guitarcenter.com

Dear MrF*,
Thank you for bringing you concerns to our attentionI sincerely apologize for the difficulties you have experienced with your recent Guitar Center orderAfter reviewing your account and doing a bit of research into the Blackstar HTHalfstack, it does appear that
this item has been discontinued from production by the manufacturerThe only way to obtain a HTHalfstack is by purchasing it used and at this time, Guitar Center does not have this item available in any of our storesCurrently, Blackstar offers the HT-5RS mini Halfstack, which includes the watt valve combo head and two 12" 50W speakersIf you are interested in reviewing the HT-5RS, I have provided a link below to visit our websiteWe have this item in new, restock, or used condition
http://www.guitarcenter.com/Blackstar/HT-Series-HT-5RS-Guitar-Mini-Stack.gc
At this time, you have not been charged for the item that you canceledIf you wish to purchase a different item that we do have available, I would be more than happy to assist youIf you have any other questions or concerns, please do not hesitate to contact me
W*** ***
Customer Service Supervisor
W***@guitarcenter.com

Dear Z***,
Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you have experienced with your Guitar Center credit card
I am currently in the process of working with Synchrony to resolve your concernsWe are attempting to make
adjustments to the interest rate on your account, and remove the accrued fees up until this pointI will contact you with any updates I can provideIn the meantime, if you have any other questions or concerns, please do not hesitate to contact me
W*** ***
Customer Service Supervisor
W***@guitarcenter.com

We have notified the Corporate Resolution Specialist from the Warranty group and she has left a message for the customer to call her directly so they can work it outThe customer has not yet returned her call

We were able to locate the missing eCertificates totaling $which have been forwarded to the customer

We've called and left a V/M for the customer to contact the Corporate Office to see what else can be done hereThe original authorization should have already posted back to the customer's accountIf the charge is still pending, we'll be more than happy to contact their bank and see about getting
it removed

The customer returned the Used item and purchased a new one shipped from our online warehouse I've provided Mr*** with my direct contact information and advised him to contact me personally should there be anything else I can do to help

Dear MrR***,
Thank you for bringing your concerns to our attentionI sincerely apologize for the inconvenience you have experienced with the purchase of your XRAfter reviewing your account, I do see that you contacted our Customer Service
department and requested assistance with your missing power supplyUnfortunately Guitar Center does not carry the XRpower supply separately, but one of our representatives contacted the manufacturer to see if we could special order this item for youAkai did respond to our inquiry and let us know that they could provide us with the power supply, however it may take 6-weeks to procureThis time frame is standard for all special order itemsIf you would like to wait for the product to come directly from the manufacturer, we would be happy to provide it at no additional costIf you would prefer, we can assist you in setting up an exchange for another used XRBefore shipping the new item, we can inspect it to ensure that it does include the power supplyUnfortunately, with used instruments, they are not always returned with the accessories that they were originally purchased withThe item description on our website should have specified the missing power supply though, and I apologize that this detail was missingGoing forward, we will work to ensure that all of our used gear have clear descriptions and expectations for our customersPlease let me know your thoughts on the above informationIf you have any other questions or concerns, please do not hesitate to contact me
W*** ***
Customer Service Supervisor
W***@guitarcenter.com

Complaint:
I am rejecting this response because:
The contact person is wrongMy statements and messages were concise and accurateThe only variances are with guitar centerI have video and audio of the incidentGuitar center is choosing to ignore the factsThe store manager employee quoted is part of the issue and is protecting his employees with liesThis insane pushback and coverup is the reason why this complaint was opened
Regards,
T** ***

Complaint:
I am rejecting this response because:The used item is still listed as a half stack at this web address:
http://www.guitarcenter.com/Used/Blackstar/HT5-Halfstack-W-HT110.gc
After I paid for this item, the manager called and said it was actually just the head, despite what the ad says, and despite what two other workers told me that they wereIt's been a couple weeks, I've been able to order another amp with a more reputable company, so I no longer wish to purchase this as it's advertised I merely want the ad to be taken down so another woubuyer doesn't get stuck with a product that they do not think they bought
Regards,
S*** ***

Guitarcenter does not have professional CSAI tried to explain the reason for my returning the product, they were reluctant to take it back in the first place then tried to threaten me saying I would have to pay the shipping for the return as they had to pay it from their pocketI felt I did a big mistake by getting my drumset from them, when the same deal was available from AmazonIt was a total waste of my time and energy
I would not go back to this vendor
Truly, Guitarcenter: Thank you for showing me how standardized responses were writtenYou taught me a lot of things

I've put the customer in contact with the folks at AltoHere's there latest update:
We
were able to connect with Mr*** directly on the phone yesterday evening to
confirm his
shipping and contact details and to ensure he had everything needed
to send his product in for service. He was happy we reached out and
indicated he’d be sending in his product next week

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9909044, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear MrA***,
Earlier we discussed a solution via email, that I believe may best suit your needsI have spoken to the store manager, Alana at our Tucson locationAlana will be contacting you by phone to act on our solutionIn the mean time, if you have any other questions or concerns, please do not hesitate to contact me
W*** ***
Customer Service Supervisor
***@guitarcenter.com

Dear MrB***,
"Calibri",sans-serif">Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you have experienced with your recent Guitar Center purchaseAfter reviewing the link to Musician’s Friend that you provided, it does appear that their listing indicates the Gibson Les Paul Special Pro EX includes a gig bagThis is true for Guitar Center’s web listing alsoUnfortunately, I was unable to find a recent order for youI would be happy to contact the store that you purchased your Les Paul from, if you’d be so kind to confirm the store that you visitedSince clearance items are advertised by individual stores, I am unable to determine if your store had any stipulations with the guitar that you purchasedAny account or order information you could provide would be greatly appreciatedPlease let me know if you have any other questions or concernsI look forward to speaking with you soon
W*** ***
Customer Service Supervisor
***@guitarcenter.com

Dear Mr
C***,
Roman">
Thank you
for bringing your concerns to our attentionI sincerely apologize for the difficulties
you have experienced with your recent Guitar Center orderAfter a bit of
research into your situation and speaking with our Fairfax location, it appears that your order was originally purchased on October
22nd, The original footswitch that arrived with your amp head quit working
shortly after you opened the item, however, you did not inform us of the dead
footswitch until DecemberOn January 16, Guitar Center placed an order
for a replacement footswitch at no additional costTypically we would advise
our customers to take advantage of their Pro Coverage or the manufacturer
warranty in these casesUnfortunately, you did not purchase the Pro Coverage
so we attempted to resolve the situation directly through our storeAt the
time of the replacement order, everything seemed to be satisfactoryAs of
March 12th, 2016, our store was informed that you were no longer happy with the
replacement footswitch and were seeking to replace it with the Marshall M-PEDL
way footswitchAt this time, Steven Mastric, the Customer Service Manager
with our Fairfax location has contacted Marshall for a recommendation on a
pedal that may suit your needs, as the pedal mentioned above is not listed as
compatibleSteven has also attempted to contact you by phone to discuss a
possible resolution that would be best for youI will continue to update you
with any additional information I receiveIf you have any other questions or
concerns, please do not hesitate to contact me
W*** ***
Customer
Service Supervisor
W***@guitarcenter.com