Initial Business Response /* (1000, 5, 2016/01/04) */
Sept30,
*** *** delivered a Puchner bassoon, serial number ***, to Central Instrument Company, Inc(CIC) for repair(His wife, ***, is the bassoonist.)
After examination, we recommended a complete overhaul which
includes key fitting and
mechanical restoration along with disassembly, ultrasonic cleaning, key and trim buffing, replacement of all tenon and key corks, replacement of all pads, leak removal, oiling, mechanical adjustment, and play testing of all notesThe cost is approximately $
This bassoon is almost years old and is quite worn after many years of useMuch of the plating on the keys is missing and the mechanical elements are worn and loose
Mr*** opted for a complete repad which omits the mechanical restorationHe did not request any special or custom padsThe cost for this is $plus taxWe include a one year playability warranty on this type of serviceIt covers pads, corks and adjustmentsMr*** informed us that he bought the instrument online at a good priceThe use and history of this instrument is unknown
Oct22,
The service was completed on the bassoon (see Invoice #***)The repad was completed and additional work was performed including freeing frozen and rusted key rods and pivot screws, refitting of the push rods, and straightening of damaged keys
Our Repair Shop uses Allied Supply #*** white kid pads with woven felt and high quality leather skinsThis bassoon pad is used as the standard by many repair technicians
Mr*** was notified that the service was completed
Oct23,
The repair invoice was paid and the bassoon picked up
Dec1, (approximation)
After notifying us earlier of a playability issue, Mr*** and his wife visited our shop with the bassoonWe performed minor adjustments while they waited(Minor adjustments are not uncommon with fresh repads due to changing weather conditions, humidity and pad settling.)
Mrs*** played the bassoon in the shop and stated that she was satisfied; after which, they left
Over the next week or so we received two phone calls from individuals stating that they had seen the bassoon listed for sale on Ebay with an image of the CIC service invoiceThey made inquiries regarding the instrument and the repairs performed
We found the listing on ***, #***The bassoon was listed for sale with an image of our invoice and a video of Mrs*** playing the instrument and commenting on how well it plays in all registers
Dec18,
Mrs*** calls and informs us that another repair shop looked at the bassoonShe indicated that she felt the instrument was repaired incorrectly and would like her $plus tax refundedWe told her that we would need to talk to the owner of CIC regarding her concerns and request
We called her later that day and offered to pick up the bassoon via UPS (at no charge) for examination and servicing at no chargeShe indicated that this was unacceptable and she would file a complaint with her credit card company
N.BCentral Instrument Company repaired this bassoon using high quality materials and workmanship plus included a one year warrantyWe service thousands of musical instruments each year with very few revisits or issues to a repairWe are proud of our reputation, professionalism and quality of serviceOur three full-time technicians have a combined experience of over years repairing instrumentsWe address performance issues and concerns immediately and correctlyRepeat business is vital to our continuing success in our industry
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are several items that are incorrect and it amazes me that the business owner is not willing to help the customer
I was never offered any dollar serviceI stated that "I want a complete overhaul and key polish" I was told that this would be about dollarsMy invoice in which I will attach stated that they performed everything that was supposed to be So they are either lying about the price or once again they are trying to make excuses for their workmanship but I clearly had everything completed that a complete overhaul consists ofThe instrument is about years old but in great condition anyone who knows anything about bassoons know that some of the best bassoons are bassoons from the late 1800-1960's (***, *** etc)Just because a key is worn it has absolutely nothing to do with its play abilityI am not sure if they made a fake invoice but I have the original and have attached it
The instrument was brought back much before December Actually November since my wife was trying to play this for orchestraThe adjustments were made and they were closing so my wife played a few notes and stated "I will check it out at home in depth" Bassoons take time to play to ensure functionVariations in reeds/bocals affect it and many things have to be checked out before being able to determine its play ability
3.I had to buy a different instrument for my wife as her concert season was starting and with CIC unable to get it right and over a hour drive to go to the store it is rather inconvenient to keep going back when it should be done right the first timeAny technician that can play bassoon would have never let it go in the playing condition that it was inMy assumption is that no one could play the bassoon real good and its hard to know without someone who can play wellAfter all the appraisal CIC gave me stated that instrument was work 10,why would I try to sell it for 5700...the answer is because it didn't play right and needed to be fixed by someone who knew how to work on bassoons
Several people contacted me regarding the bassoon as I was trying to sell it and as a result the lost interest immediately after they heard how they repaired the instrumentThey must have know it was poor techniques/workmanshipThe video of the instrument was prior to taking it in to the storeI have it time stamped to prove thatIt played much better before then after they did the workI put that video up on the ad not that its any of their business but to show customers its potentialIts hard to sell an instrument when the low register cant be heard
I sent the instrument to a *** storeHe stated that he would not sell the instrument in the current playing conditionI asked why after all it was just overhauledHe said he wouldn't sell something playing that poorly with his companies name on itHere is the response from him after they completed the repair:
***
This was from 12/after he got the instrument repairedThere is no way that CIC would have ever been able to get this instrument fixedI am now being threatened with lawsuits for libel
The following was my review which is 100% factual/opinion
While everyone at the store was friendlyI took a professional model bassoon to be overhauledThe instrument was returned and not playing wellTook the instrument back and got home and instrument was still playing poorlyI took it to another repair shop and they stated that the instrument was "leaking a 10/on the leak testThe pads were not the correct pads for a bassoon and that everything that they had done would need to be redone." I had them redo the work and it plays beautifully nowI contacted the owner and stated to send the instrument in and they would try to fix it again...I dont think so clearly they do not know how to work on bassoonsThey would not give me my money back and now hoping that my credit card dispute will get me some of my money backThey might be good for cheap school instruments but anything of high quality I would suggest to stay away especially with the lack of support from the ownerToo bad because the store personnel seemed friendly
What kind of a business threatens to sue their customers based on a factual reviewI have invested time/money into this and it has caused me great emotional distressed worrying about how to pay for court cost/attorneysetcThis has been an awful experience and with no help from the business I am left in limbo, worried about being sued, and in the hole for a instrument repair in which had to be redone
This business owner needs to drop his ego admit wrong and stop the bullying and make it right with the customerAll I ever wanted was an instrument to be repaired correctly in the first placeNot wasting my time and money and ultimately ended with possibly getting sued
Final Business Response /* (4000, 9, 2016/01/07) */
REBUTTAL TO CONSUMER REBUTTAL TO BUSINESS RESPONSE
When the consumer brought in the bassoon and after discussion with him regarding the service requested, we completed a repad for the stated price of $plus taxThe consumer did not request special pads nor a complete overhaul, which would have included key fitting and mechanical restoration, at a conservative cost of $plus tax
Upon completion of the requested service, we prepared an invoice listing all services provided at a total cost of $with the notation "year warranty on playability."
We stand behind and guarantee all repair servicesAs the consumer stated "Bassoons take time to play to ensure function."
We did service the instrument a second time at no cost while the consumer waited, not allowing us time for a thorough inspectionThe bassoon player did play the instrument in our repair shop and did not indicate that she found any issues
When we received a subsequent call, as promised, we asked to see the instrument to assess any issuesWe offered to pay for shipping to our store so we could satisfy the consumerWe were not afforded the opportunity to service the bassoon once the instrument had been played and the consumer had further issues
The invoice payment has been challenged by the consumer and the payment fee has been reversed by the credit card company
We will continue to demand payment for the service provided, which includes cost of materials and labor
Initial Business Response /* (1000, 5, 2016/01/04) */
Sept30,
*** *** delivered a Puchner bassoon, serial number ***, to Central Instrument Company, Inc(CIC) for repair(His wife, ***, is the bassoonist.)
After examination, we recommended a complete overhaul which
includes key fitting and
mechanical restoration along with disassembly, ultrasonic cleaning, key and trim buffing, replacement of all tenon and key corks, replacement of all pads, leak removal, oiling, mechanical adjustment, and play testing of all notesThe cost is approximately $
This bassoon is almost years old and is quite worn after many years of useMuch of the plating on the keys is missing and the mechanical elements are worn and loose
Mr*** opted for a complete repad which omits the mechanical restorationHe did not request any special or custom padsThe cost for this is $plus taxWe include a one year playability warranty on this type of serviceIt covers pads, corks and adjustmentsMr*** informed us that he bought the instrument online at a good priceThe use and history of this instrument is unknown
Oct22,
The service was completed on the bassoon (see Invoice #***)The repad was completed and additional work was performed including freeing frozen and rusted key rods and pivot screws, refitting of the push rods, and straightening of damaged keys
Our Repair Shop uses Allied Supply #*** white kid pads with woven felt and high quality leather skinsThis bassoon pad is used as the standard by many repair technicians
Mr*** was notified that the service was completed
Oct23,
The repair invoice was paid and the bassoon picked up
Dec1, (approximation)
After notifying us earlier of a playability issue, Mr*** and his wife visited our shop with the bassoonWe performed minor adjustments while they waited(Minor adjustments are not uncommon with fresh repads due to changing weather conditions, humidity and pad settling.)
Mrs*** played the bassoon in the shop and stated that she was satisfied; after which, they left
Over the next week or so we received two phone calls from individuals stating that they had seen the bassoon listed for sale on Ebay with an image of the CIC service invoiceThey made inquiries regarding the instrument and the repairs performed
We found the listing on ***, #***The bassoon was listed for sale with an image of our invoice and a video of Mrs*** playing the instrument and commenting on how well it plays in all registers
Dec18,
Mrs*** calls and informs us that another repair shop looked at the bassoonShe indicated that she felt the instrument was repaired incorrectly and would like her $plus tax refundedWe told her that we would need to talk to the owner of CIC regarding her concerns and request
We called her later that day and offered to pick up the bassoon via UPS (at no charge) for examination and servicing at no chargeShe indicated that this was unacceptable and she would file a complaint with her credit card company
N.BCentral Instrument Company repaired this bassoon using high quality materials and workmanship plus included a one year warrantyWe service thousands of musical instruments each year with very few revisits or issues to a repairWe are proud of our reputation, professionalism and quality of serviceOur three full-time technicians have a combined experience of over years repairing instrumentsWe address performance issues and concerns immediately and correctlyRepeat business is vital to our continuing success in our industry
Initial Consumer Rebuttal /* (3000, 7, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are several items that are incorrect and it amazes me that the business owner is not willing to help the customer
I was never offered any dollar serviceI stated that "I want a complete overhaul and key polish" I was told that this would be about dollarsMy invoice in which I will attach stated that they performed everything that was supposed to be So they are either lying about the price or once again they are trying to make excuses for their workmanship but I clearly had everything completed that a complete overhaul consists ofThe instrument is about years old but in great condition anyone who knows anything about bassoons know that some of the best bassoons are bassoons from the late 1800-1960's (***, *** etc)Just because a key is worn it has absolutely nothing to do with its play abilityI am not sure if they made a fake invoice but I have the original and have attached it
The instrument was brought back much before December Actually November since my wife was trying to play this for orchestraThe adjustments were made and they were closing so my wife played a few notes and stated "I will check it out at home in depth" Bassoons take time to play to ensure functionVariations in reeds/bocals affect it and many things have to be checked out before being able to determine its play ability
3.I had to buy a different instrument for my wife as her concert season was starting and with CIC unable to get it right and over a hour drive to go to the store it is rather inconvenient to keep going back when it should be done right the first timeAny technician that can play bassoon would have never let it go in the playing condition that it was inMy assumption is that no one could play the bassoon real good and its hard to know without someone who can play wellAfter all the appraisal CIC gave me stated that instrument was work 10,why would I try to sell it for 5700...the answer is because it didn't play right and needed to be fixed by someone who knew how to work on bassoons
Several people contacted me regarding the bassoon as I was trying to sell it and as a result the lost interest immediately after they heard how they repaired the instrumentThey must have know it was poor techniques/workmanshipThe video of the instrument was prior to taking it in to the storeI have it time stamped to prove thatIt played much better before then after they did the workI put that video up on the ad not that its any of their business but to show customers its potentialIts hard to sell an instrument when the low register cant be heard
I sent the instrument to a *** storeHe stated that he would not sell the instrument in the current playing conditionI asked why after all it was just overhauledHe said he wouldn't sell something playing that poorly with his companies name on itHere is the response from him after they completed the repair:
***
This was from 12/after he got the instrument repairedThere is no way that CIC would have ever been able to get this instrument fixedI am now being threatened with lawsuits for libel
The following was my review which is 100% factual/opinion
While everyone at the store was friendlyI took a professional model bassoon to be overhauledThe instrument was returned and not playing wellTook the instrument back and got home and instrument was still playing poorlyI took it to another repair shop and they stated that the instrument was "leaking a 10/on the leak testThe pads were not the correct pads for a bassoon and that everything that they had done would need to be redone." I had them redo the work and it plays beautifully nowI contacted the owner and stated to send the instrument in and they would try to fix it again...I dont think so clearly they do not know how to work on bassoonsThey would not give me my money back and now hoping that my credit card dispute will get me some of my money backThey might be good for cheap school instruments but anything of high quality I would suggest to stay away especially with the lack of support from the ownerToo bad because the store personnel seemed friendly
What kind of a business threatens to sue their customers based on a factual reviewI have invested time/money into this and it has caused me great emotional distressed worrying about how to pay for court cost/attorneysetcThis has been an awful experience and with no help from the business I am left in limbo, worried about being sued, and in the hole for a instrument repair in which had to be redone
This business owner needs to drop his ego admit wrong and stop the bullying and make it right with the customerAll I ever wanted was an instrument to be repaired correctly in the first placeNot wasting my time and money and ultimately ended with possibly getting sued
Final Business Response /* (4000, 9, 2016/01/07) */
REBUTTAL TO CONSUMER REBUTTAL TO BUSINESS RESPONSE
When the consumer brought in the bassoon and after discussion with him regarding the service requested, we completed a repad for the stated price of $plus taxThe consumer did not request special pads nor a complete overhaul, which would have included key fitting and mechanical restoration, at a conservative cost of $plus tax
Upon completion of the requested service, we prepared an invoice listing all services provided at a total cost of $with the notation "year warranty on playability."
We stand behind and guarantee all repair servicesAs the consumer stated "Bassoons take time to play to ensure function."
We did service the instrument a second time at no cost while the consumer waited, not allowing us time for a thorough inspectionThe bassoon player did play the instrument in our repair shop and did not indicate that she found any issues
When we received a subsequent call, as promised, we asked to see the instrument to assess any issuesWe offered to pay for shipping to our store so we could satisfy the consumerWe were not afforded the opportunity to service the bassoon once the instrument had been played and the consumer had further issues
The invoice payment has been challenged by the consumer and the payment fee has been reversed by the credit card company
We will continue to demand payment for the service provided, which includes cost of materials and labor