Guitar Center Inc

Last week, we buy a new Guitar in Hallandale Fl Store,we receive good customer service,Thanks Alexandro Moreno; for Help us, and your special attention

We have gone over the customer's initial complaint and have informed the customer of our official stance

Customer was mailed a check in the amount of $He is satisfied with the outcome

Complaint:
I am rejecting this response because:
I took the business up on it's offer to discuss via email, but I was fed more liesNow I don't blame the person delivering the lies this timeThey are just delivering the lies told by the original offending partiesMy requests to be made whole were disregarded, my concern over drug use in their work place was also ignoredI am still left here now stuck with over $worth of gear broken by a guitar center employee in a guitar center storeI also have cell phone video and audio recordings from the store that day but the business is choosing to ignore those as well
Regards,
T** ***

Dear MrH***,
Thank you for bringing your concerns to our attentionI sincerely apologize for the inconvenience you have experienced with your Guitar Center creditI have reached out to the store whom originally issued your credit, to see if they could assist us in resolving your
concerns. I understand that when you originally contacted the store by phone, you had requested that the funds be sent back to your gift cardsSince your purchase was made over a year ago and split between three different gift cards, our stores would be unable to place the funds back to those cardsMrP*** offered to either send the funds to your local store, so that you may use it whenever you'd like or we could transfer the funds back to a credit card of your choosingAgain, I am terribly sorry for the difficulties you have experiencedIf one of the above mentioned options is suitable, please let me knowIf you have any other questions or concerns, please do not hesitate to contact me
W*** ***
Customer Service Supervisor
***@guitarcenter.com

We have contacted the customer and placed a new order for an upgraded model at the same priceThe unit is currently in route to the customer and should arrive on 12/08/

Dear H***,
"margin: 0in 0in 8pt;" class="MsoNormal">Thank you for bringing your concerns to our attentionI
sincerely apologize for the difficulties you are experiencing with your Peavey
ValveKingThere are a number of reasons that two of the tubes in your amp may
have went out so quickly, none of which we can determine without an inspection
I am sure that this is the reason that the live chat representative advised
that you visit one of our Guitar Center store locations, as they each have a
knowledgeable staff on hand to assistAdditionally, our records show that you
were offered the Pro Coverage extended warranty but declined to purchase it
during your phone call on December 16thThe Guitar Center Pro
Coverage extended warranty does not replace dead tubes, however, we would
repair or replace the amp if our specialists determined that the tubes are
going out due to a defect in the amplifierI apologize if the information you
were provided at the time of your purchase was not enough to interest you in
purchasing the Pro CoverageFor your records and potential future purchases, I
have provided the complete list of information regarding our extended warranty
below
http://www.guitarcenter.com/pages/Pro-Coverage.gc
As you pointed out, Peavey offers a year warranty on
amplifiersI have provided the manufacturers contact information below if you
wish to reach out to them and discuss the issues that have arose with your amp
I apologize that this information was not provided during your live chat
conversationUnfortunately, most manufacturers do not provide warranty work on
instruments that have experienced misuse, and they will likely perform an
inspection on the amp head prior to providing a resolutionIf your amp is
experiencing difficulties as a result of a manufacturing defect, then you
should have no problem at all having it repaired through Peavey
http://peavey.com/support/warranty/warrantytext.cfm
###-###-####
[email protected]
Again, I apologize for the inconvenience
you have experiencedIf you have any other questions or concerns, please do
not hesitate to contact me
W*** ***
Customer Service Supervisor
W***@guitarcenter.com

Hello,
Unfortunately, we have not received our shipment of the piano ordered that was due to us yesterday and would have enabled us to fulfill this in time to meet the date needed of 10/19/While it could come in on Monday, we would not be able to guarantee delivery by the deadlineIf
willing, we do have one of the pianos in a different color, White, which we would be happy to expedite in order to meet the deadline of 10/19/If this would be agreeable, please call us at ###-###-#### and reference the order number for the backordered Black pianoI have left notes on the account approving free Day Air shipping.Sincerely,
C*** ***
Manager, Contact Center Operations
###-###-####
[email protected]

Complaint:
I am rejecting this response because:still no apology!
Regards,
*** ***

Dear MrM***,
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Thank you for bringing your concerns to our attentionI sincerely apologize that your purchase arrived damagedAfter reviewing your account, it appears that you have been in contact with a member of our management team regarding your situationEmily has been working with both UPS and our claims department in an attempt to resolve your situationWe have scheduled multiple attempts to have UPS both inspect the damaged package and pick up the item so that it may be returned for a refundTo my understanding of the situation, you are concerned that UPS is unable to transport hazardous materialGuitar Centers primary carrier for our shipments is UPS, and we transport products that are considered hazardous (fog machine liquid, lithium batteries, aerosol cans, etc) with no trouble at allAs one of the major shipping carriers within the United States, UPS has the appropriate licensing to transport such items, and our contract with them allows us to ship such items
At this time, we will not be providing a refund for an item that you do not intend to return to usIf you would like, we would be happy to schedule another pick up from UPSUPS will arrive with a prepaid shipping label and take the damaged vocal effects processor when they leaveIn absolutely no way will you be held accountable for UPS transporting an item that is leaking hazardous materialShould you wish to accept our offer for a UPS pick up return and cooperate with the carrier when they arrive to collect the item, you will be refunded once it is received back into our inventoryAt this time, your item is nearing the end of the return period and I would advise you to act quickly on your decisionIf you have any other questions or concerns, please do not hesitate to contact me
W*** ***
Customer Service Supervisor
W***@guitarcenter.com

Dear MrF*,
Thank you for your replyI have informed the Sacramento store management staff of the incorrect listing, and they are working with our web team to have it correctedIf you have any other questions or concerns, please do not hesitate to contact me
W*** ***
Customer Service Supervisor
W***@guitarcenter.com

We've reached out to the customer and refunded the $back to his credit card as requested

Customer visited his local store and returned the guitars in questionThe store comped him a new guitar stand to replace the one damaged in shipping I have been in communication with him and we are still searching for a suitable replacement Jaguar guitar

Dear MrR***,
Thank you for your reply and clarificationUnfortunately, I do not have visibility of your in store purchaseI have contacted our Hollywood location for further assistance in getting this situation resolvedI will update you with more information as soon as possible
If you have any other questions or concerns, please do not hesitate to contact me
W*** ***
Customer Service Supervisor
W***@guitarcenter.com

Thank you for bringing your concerns to our attentionI sincerely apologize for the inconvenience you have experienced with your recent Guitar Center orderAfter reviewing your account, I do see that you ordered the Powerpod 820/SPA packageAfter a bit of research, it appears that this
portion of your order hasn't shipped due to a system errorI have reached out to our shipping team and requested that they manually pick, package and ship your order with next day air, free of chargeI have received confirmation from our shipping manager and your order will be shipping out first thing tomorrow morningYou will receive a shipping confirmation email once your order leaves our warehouseSince the order has been expedited, the tracking information will likely update with an ETA shortly before it is actually deliveredOrders that ship ground, receive tracking updates with each hub that the shipping carrier checks intoSince your order is shipping air, it will not update until it reaches the hub located in Indianapolis.Again, I am very sorry for the trouble you have been caused with your orderWe are taking the necessary steps to control these sort of system errors in the futureAt this time, if you have any other questions or concerns, please do not hesitate to contact me
Best,
W*** ***
Customer Service Supervisor
W***@guitarcenter.com

Dear MrW***,
Thank you for bringing your concerns to our attentionI sincerely apologize for the inconvenience you have experienced with your recent Guitar Center orderAfter reviewing your account, I do see that you purchased a level used Zildjian Project crashThe backorder
notifications that you received for your order was a result of a system errorThis error should have been recognized by one of the representatives that you spoke withI am very sorry that you were provided inaccurate shipping timeframes, and I assure you that I will review your situation with the representatives who assisted you, to avoid confusion in the futureI would be happy to add a $credit to your Guitar Center account, if you would like to use it towards a purchase in the futureAdditionally, if you are interested in a different crash cymbal, I would be happy to assist you in finding a comparable cymbal to the one you had original purchasedWe have many drum experts on hand, who I'm sure, would be happy to recommend some alternatives for youPlease let me know your thoughts
If you have any other questions or concerns, please do not hesitate to contact me
Best,
W*** ***
***@guitarcenter.com

The customer has been put in contact with the Warranty center and they have extended his coverage to allow a claim to be filed

Complaint:
I am rejecting this response because: Response does not say,or specify that resolution is as follows:reimbursement in full for services/repairs completed by my local service tech
[after I send manager PDF of receipt of bill of services/repairs done]
Regards,
*** ***

I've been a customer of Guitar Center, Raleigh for yearsOver that period I've seen a rapid decline in both the quality of products and knowledge of the sales people My most recent fiasco was when the store tried to sell me a $amp as "new" that clearly wasn't I spoke with both managers of the store and they were useless! I will never by so much as a guitar pick at the store again! It's time for Guitar Center management to see that their ship is sinking and nobody onboard cares to do anything about it Chalk me up to a lost customer who influences students and other musicians of where to go to buy audio and instrument gear
I'm out!

Complaint:
I am rejecting this response because:
Regards,
B*** ***
The online purchase you referenced was a separate order For that particular guitar amplifier, I purchased it online because it was marked as "excellent" condition, i.ewithout any scratches or marks When I went to the West LA Guitar Center to pick it up, I noticed the amplifier was covered with scratches so I never took it home and returned it on the spotThe transaction I am referring to, as I have clearly noted in my complaint, was an in-store purchase from the Hollywood Guitar Center where I purchased because I was told I would receive Guitar Center Bucks as part of the promotion If you are claiming the $Guitar Center Bucks I received were from the online purchase that was returned, what happened to the Guitar Center Bucks from my in-store purchase?
The existence of the promotion was the sole reason I purchased the guitar amplifier from Guitar Center If you are not going to honor that promotion, and honor it as it was marketed to consumers, then I will gladly arrange to have your company issue a refund for all items purchased including the guitar amplifier