All Service Musical Electronics Repair

Complaint: [redacted] I am rejecting this response because: Well, considering there are UPS stores all around you, the closest one of which is minutes and miles away at SW 3rd Avenue, and considering that you had my mixer for months and knew I needed it for a concert and that if you had bothered to take minutes out of your day to take it to the UPS store that it would have been fixed by the manufacturer in time for my concert, I can only say you obviously don't care about your customer's needs and that is a very selfish attitude to have You obviously did not care about resolving my problem with your lateness, both in getting the mixer fixed in a decent amount of time, and then taking it minutes out of your way to a UPS store so I could have it in time for my concert Very sad, indeed.Sincerely, [redacted] ***

I am not going to go into a long drawn out explanation here and will just touch on a few points The unit was extremely intermittent and would work fine for weeks at a time, the when it did display the problem it would only be very briefly which made it next to impossible to troubleshoot We were closing in on the problem when Peavey contacted us and told us the unit was warranty which was never told to us by the customer; we spent almost worth the time on this unit which as it turns out we will not see due to it actually being a warranty repairWe assembled the unit and boxed it up for shipping per peaveys request We used peaveys provided shipping label which did not provide for any sort of pickup service from UPS, we tried to arrange for a pick up on that label and the UPS site required our account number to arrange for a pick upWe do not have a commercial UPS account as we are a small shopThere are only two ways this will get picked up one is if we have anything to ship out we could request a pickup on that and have UPS pick up the unit in question as wellWe have not had any need to ship anything recently, the other way is if we have a UPS shipment come in we can then give it to the driverA lot of companies we deal with use shipping services other than UPS these days’ in fact sending things via US post has become pretty popular among the manufacturersNone of our recent parts orders have been received via UPS Peavey called us a bit back and we made them aware of this situationSo in my opinion it is their responsibility to arrange for a pick up, as short of driving the package to a UPS shipping center there is nothing we can do here except wait unit we either receive something from UPS or we ship something out Via UPS We do apologize for the inconvenience this is causing the customer, but either peavey needs to arrange for a pickup, or we just need to wait it out until we see UPS for the reasons stated above By the way I tried to CC peavey and the Revdex.com site would not let me

Again, We do apologize for the inconvenience this is causing the customer, but either Peavey needs to arrange for a pickup, or we just need to wait it out until we see UPS
We have not been sitting on anything we simply have not had any UPS shipments come in or go out in that time period, as explained due to the nature of the shipping label Peavey sent only they can add a pick up to it
We just recently ordered two things from two different manufacturers that do typically ship by UPS, so as long as that is still the case and they have not switched shippers the unit should be picked up by UPS this week

Complaint: [redacted]I am rejecting this response because:
Well, considering there are UPS stores all around you, the closest one of which is 3 minutes and .9 miles away at 818 SW 3rd Avenue, and considering that you had my mixer for 6 months and knew I needed it for a concert and that if you had bothered to take 3 minutes out of your day to take it to the UPS store that it would have been fixed by the manufacturer in time for my concert, I can only say you obviously don't care about your customer's needs and that is a very selfish attitude to have.   You obviously did not care about resolving my problem with your lateness, both in getting the mixer fixed in a decent amount of time, and then taking it 3 minutes out of your way to a UPS store so I could have it in time for my concert.   Very sad, indeed.Sincerely,[redacted]

I am not going to go into a long drawn out explanation here and will just touch on a few points.
The unit was extremely intermittent and would work fine for weeks at a time, the when it did display the problem it would only be very briefly which made it next to impossible to troubleshoot.
We...

were closing in on the problem when Peavey contacted us and told us the unit was warranty which was never told to us by the customer; we spent almost 300.00 worth the time on this unit which as it turns out we will not see due to it actually being a warranty repair. We assembled the unit and boxed it up for shipping per peaveys request.
We used peaveys provided shipping label which did not provide for any sort of pickup service from UPS, we tried to arrange for a pick up on that label and the UPS site required our account number to arrange for a pick up. We do not have a commercial UPS account as we are a small shop. There are only two ways this will get picked up one is if we have anything to ship out we could request a pickup on that and have UPS pick up the unit in question as well. We have not had any need to ship anything recently, the other way is if we have a UPS shipment come in we can then give it to the driver. A lot of companies we deal with use shipping services other than UPS these days’ in fact sending things via US post has become pretty popular among the manufacturers. None of our recent parts orders have been received via UPS.
Peavey called us a bit back and we made them aware of this situation. So in my opinion it is their responsibility to arrange for a pick up, as short of driving the package to a UPS shipping center there is nothing we can do here except wait unit we either receive something from UPS or we ship something out Via UPS.
We do apologize for the inconvenience this is causing the customer, but either peavey needs to arrange for a pickup, or we just need to wait it out until we see UPS for the reasons stated above.
By the way I tried to CC peavey and the Revdex.com site would not let me.

We have been over and over this with this customer.Here is what he was provided in writing so he could make a decision whether to risk the additional money This unit has circuit damage to another board unrelated to the broken headphone board, not really sure how that could have happened from it...

being dropped. Numark refuses to provide us a schematic, and we have scoured the internet and have not found one either. We have checked all the obvious probable causes for the failure and have come up empty handed. With more time perhaps we will be able to locate a schematic, but even then maybe not. We have already spent a good deal of time on this and to continue on further without a schematic we will need to give you a fix or no fix estimate of 500.00 as we can not work on it any further at our expense which is basically what we have been doing working on it without the schematic. We either need to cut our losses and put it back together as is, or forge ahead an collect an additional 433.00 deposit for further repair and trouble shooting with the understanding the bill could possibly go higher than this. This is sort of a bummer deal for both of us as if you back out now we will have lost 230.00 over what you have already paid. So let us know what you would like to do and we will proceed accordingly. This is a note from phone conversation after he was provided the above information.: (1/28/2017 3:44:46 PM / 27 WK DAYS) had to read him complete estimate information as he couldn't open attachment & explained difficulties of working w/o schematic & reiterated fix or no fix, asked if better to send to mfg and I asked if he'd like us to see about that, but then he says he can buy another one used for 6-700.00 but already paid 1400.00 and it's almost new so wants to go for it, took cc info for the 433.00 additional deposit but he asked to hold off running it till FRI 2/3 & I agreed... #WS We were very clear to the customer that we would be willing to attempt repairs on this very complicated unit without a schematic, but it would be at his expense regardless of the outcome.Now that things have not turned out as any of us would of hoped he is trying to get us to foot the bill which was not the agreement we had made.Latter on he even tried to tell my employee that I said I would give him a 200.00 refund when in fact I told him point blank that there would not be any sort of refund and that if things were better for me financially right now I would be more open to helping him out, but I plain and simply did not have any extra money right now so he was going to have to abide by our original agreement. We did however as we do feel bad things did not work out better discount the additional 221.75 that we had into the unit over and above what he had paid us. Best regards,Randy M[redacted]

Complaint: [redacted]I am rejecting this response because:
This business has had my mixer since September!!!!   I was actually surprised the first time he told me the problem was intermittent because it didn't work at all the last time I used it.  There was absolutely no mic amplification and some other button that Sweetwater (seller) told me to press didn't work at all when I pressed it to troubleshoot the problem.
Saying a problem is "intermittent" is not saying what problem is intermittent and I could never get an answer about what that problem was or what was being done to fix the problem.   Just that it was "intermittent".    The business was supposed to have it fixed before November so I could write a grant to pay for the repair, but that did not happen.  Subsequent calls to the business got me the same "intermittent" answer.   I began to suspect that either the unit was not being worked on because he was working on other repairs, did not know what the problem was or how to fix it, or was keeping it extra long to drive up the price of the repair.  I was not keen on paying someone for not understanding what the problem was and spending time not being able to figure it out.
I finally called Peavey, the manufacturer, in panic in late January and they said the time this business had my mixer was far outside of their guidelines and that I should get it back and send it to them and they could rush fix it in 2 weeks.  If Peavey can fix this under warranty, that is great because Sweetwater told me it was out of warranty and that is why I sent it in the first place, never dreaming I wouldn't have it back in a couple of months at the latest.
If he was having such a terrible time diagnosing the problem, why didn't he call the manufacturer for help?   When I called Peavey, they told me he had not contacted them at all.
Peavey sent them a shipping label on February 11th!!!!   They have still not bothered to ship this and my concert is on March 16th and I do not have a sound system, but they are still not bothering to ship this out.   This is the poorest customer service I have ever received in my life.   Just do the right thing.  You couldn't fix it, you couldn't tell me what was wrong with it, and you didn't even bother to get help from the manufacturer.  Now you have spoiled my concert because you sat with the shipping label for over 3 weeks!   Amazing.
 
Sincerely,[redacted]