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Mike's Music Supply

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Mike's Music Supply Reviews (10)

The letter from Dormont Appliance stated, "Although your account of everything that transpired since your December delivery does not exactly match our records, the fact that you feel unappreciated puts us in the wrong."? However, the letter doesn't state how their record of the situation doesn't 'exactly' match mine...how so?? I think that was an easy answer to avoid what happened.? Also, maybe they didn't 'intend' to not resolve or follow up? but if I hadn't called, I would still be waiting for my stove top because they didn't even start researching until I called to say that it's been another two weeks without my stove top.? They called me back and that's when they discovered it was in? a store in Ohio and not Pittsburgh...intended or not - they had no customer service follow-through or updates.? ? In the letter they did offer store credit for a future purchase, however I would rather by-pass the store credit and purchase from an appliance store that offers good customer service, doesn't forget the customer and backs their product.? They lost a customer that has bought other products from them but will not going forward, nor will my friends and family who saw they frustration I had to go through to get issues resolved.? Respectfully,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Packaged securely? Item arrived when promised and as described? Great seller!
Regard
*** *** ? RESPONSE: ? ? ? ? ? ? ? My name is *** ***, not ***? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? When I saw the fridge on the floor I could not see that the doors were uneven as I am in a wheelchair.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? When the technician came to finally address the issues ? of the doors and the frosting in the freezer and frozen liquid in the fridge...The doors were never adjusted to my satisfactionWhat I conveyed to him and my nurse? will attest...I told the technician that I was unhappy with the repair? It was unrepairable to my satisfaction.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Finally, I had purchased an extended year warranty for the refridgerator so a new fridge should be covered?

Thank you for the opportunity to respond.As a family owned company, it is upsetting to hear that we have disappointed one of our neighbors in somany waysAlthough our intentions were good, and although the delays in service were beyond our control,we must consider the bigger pictureThis customer
was uncomfortable with a purchase and we promised tomake things rightAs of April 14th, a new dryer has been orderedI am looking forward to having this newdryer installed at no charge within the next two weeks and finally making things right.And I do hope that Mrand Mrs[redacted] and Dormont Appliance continue to do business together in theyears to come

Thank you for contacting Dormont ApplianceAs a local business that has relied on customersatisfaction for many years, it is disturbing to get a complaint such as this, I am very sorry to hear that we havean unhappy customerThere does however appear to be some inconsistencies in the report which
are causefor concern.The product purchased by [redacted] was an "As-ls” floor model that she inspected before making herpurchaseShe did request a note be made on her order that she wanted the doors adjusted at the time ofdelivery, (as is typically necessary with side-by-side refrigerators)After the delivery was made, it was broughtto her sales associate’s attention that she was unhappy with the adjustment completed by our installersAservice order was quickly initiated by that sales associateThat service order was dispatched to [redacted](A copy of their invoice is enclosed).from the time of the complaint to the time the service technician actually visited the consumer's home seemslonger than normalI was recently informed that the service company had pre-ordered a replacement doorgasket prior to making the visitBased on the complaint it seemed logical, but the gasket was not needed as thetechnician discovered the alignment of the door merely needed to be adjusted by an eighth of an inch or less.Her complaint goes further however, and the inconsistencies are concerningAccording to the servicetechnician, when he went to her home, Ms[redacted] not only told him she simply did not like her new refrigerator,she wanted it replacedAs that was not something he could do, she told him it kept defrostingThe techniciandid not find any evidence of a malfunction, but ordered a commonly replaced part to be on the safe side.Unhappy with the prospect of repair, she asked the technician to make the refrigerator not repairableHerefused,It is not good business to have an unhappy consumer wait for more than a few days to have a resolution initiated,and I do not have a way to show if we did anything to make sure the service provider was in bettercommunication with Ms, [redacted]In an effort to reconcile for an assumed lack of communication, I am happy to offerMs, [redacted] a complimentary extended warranty good for one extra year of coverage on her new refrigerator.As for full product replacement, in light of the report from the service company, and due to the nature of "As-ls"products, I am not inclined to extend offers to Ms[redacted] above and beyond what she is entitled to receiveTheproduct that was purchased, As-ls, is guaranteed per the terms of the manufacturer for one year starting on dateof purchaseAt no time was Ms[redacted] misled about the product she purchased, nor was she charged for theservices performed by the service technicianI have attached a copy of the warranty for your recordsThetechnician reported that it is operating properly.Please feel free to contact me with any other questions or concernsdo hope that this matter may be settledamicably

March 1, 2017[redacted]c/o [redacted]Revdex.com[redacted]RE: COMPLAINT ID [redacted]Dear [redacted],Thank you for sharing you experience with usYou have been a valuable customer and a neighbor of ours for years and your feedback
is important to usAlthough your account of everything that transpired since your December delivery does not exactly match our records, the fact that you feel unappreciated puts us in the wrongI truly apologize for not meeting the standard of customer service that the company prides itself inI have learned by your account that telling a customer that we will call them when a part arrives can make them feel forgotten during that time frameI can only assure you now that there was never any intention of not resolving the issues presented to us and that with or without your calls everything would be resolved, which it now isAs both of your new appliances are covered by extended warranties already, the only thing I can offer in addition to an apology is to extend them further for you, or offer a store credit for a future purchase if you are willing to give us another chance.Please let me knowI really do hope we can regain your trust in us.Thank you again.Heather ** T[redacted]Business DevelopmentDormont Appliance[redacted]

Yes I would like a response from the business, particularly why the owner would treat any customer in such an awful manner no matter how busy he was.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Packaged securely.  Item arrived when promised and as described.  Great seller!
Regard
[redacted]  RESPONSE:             1.  My name is [redacted], not [redacted]                               2.  When I saw the fridge on the floor I could not see that the doors were uneven as I am in a wheelchair.                               3.  When the technician came to finally address the issues  of the doors and the frosting in the freezer and frozen liquid in the fridge...The doors were never adjusted to my satisfaction. What I conveyed to him and my nurse will attest...I told the technician that I was unhappy with the repair.  It was unrepairable to my satisfaction.                               4. Finally, I had purchased an extended 3 year warranty for the refridgerator so a new fridge should be covered

March 1, 2017[redacted]c/o [redacted]Revdex.com[redacted]
[redacted]
[redacted]RE: COMPLAINT ID [redacted]Dear [redacted],Thank you for sharing you experience with us. You have been a valuable customer and a neighbor of ours for years and your feedback...

is important to us. Although your account of everything that transpired since your December delivery does not exactly match our records, the fact that you feel unappreciated puts us in the wrong. I truly apologize for not meeting the standard of customer service that the company prides itself in. I have learned by your account that telling a customer that we will call them when a part arrives can make them feel forgotten during that time frame. I can only assure you now that there was never any intention of not resolving the issues presented to us and that with or without your calls everything would be resolved, which it now is. As both of your new appliances are covered by extended warranties already, the only thing I can offer in addition to an apology is to extend them further for you, or offer a store credit for a future purchase if you are willing to give us another chance.Please let me know. I really do hope we can regain your trust in us.Thank you again.Heather ** T[redacted]Business DevelopmentDormont Appliance[redacted]

Thank you for contacting Dormont Appliance. As a local business that has relied on customersatisfaction for many years, it is disturbing to get a complaint such as this, I am very sorry to hear that we havean unhappy customer. There does however appear to be some inconsistencies in the report which...

are causefor concern.The product purchased by [redacted] was an "As-ls” floor model that she inspected before making herpurchase. She did request a note be made on her order that she wanted the doors adjusted at the time ofdelivery, (as is typically necessary with side-by-side refrigerators). After the delivery was made, it was broughtto her sales associate’s attention that she was unhappy with the adjustment completed by our installers. Aservice order was quickly initiated by that sales associate. That service order was dispatched to [redacted]
[redacted]. (A copy of their invoice is enclosed).from the time of the complaint to the time the service technician actually visited the consumer's home seemslonger than normal. I was recently informed that the service company had pre-ordered a replacement doorgasket prior to making the visit. Based on the complaint it seemed logical, but the gasket was not needed as thetechnician discovered the alignment of the door merely needed to be adjusted by an eighth of an inch or less.Her complaint goes further however, and the inconsistencies are concerning. According to the servicetechnician, when he went to her home, Ms. [redacted] not only told him she simply did not like her new refrigerator,she wanted it replaced. As that was not something he could do, she told him it kept defrosting. The techniciandid not find any evidence of a malfunction, but ordered a commonly replaced part to be on the safe side.Unhappy with the prospect of repair, she asked the technician to make the refrigerator not repairable. Herefused,It is not good business to have an unhappy consumer wait for more than a few days to have a resolution initiated,and I do not have a way to show if we did anything to make sure the service provider was in bettercommunication with Ms, [redacted]. In an effort to reconcile for an assumed lack of communication, I am happy to offerMs, [redacted] a complimentary extended warranty good for one extra year of coverage on her new refrigerator.As for full product replacement, in light of the report from the service company, and due to the nature of "As-ls"products, I am not inclined to extend offers to Ms. [redacted] above and beyond what she is entitled to receive. Theproduct that was purchased, As-ls, is guaranteed per the terms of the manufacturer for one year starting on dateof purchase. At no time was Ms. [redacted] misled about the product she purchased, nor was she charged for theservices performed by the service technician. I have attached a copy of the warranty for your records. Thetechnician reported that it is operating properly.Please feel free to contact me with any other questions or concerns. 1 do hope that this matter may be settledamicably.

Thank you for the opportunity to respond.As a family owned company, it is upsetting to hear that we have disappointed one of our neighbors in somany ways. Although our intentions were good, and although the delays in service were beyond our control,we must consider the bigger picture. This customer...

was uncomfortable with a purchase and we promised tomake things right. As of April 14th, a new dryer has been ordered. I am looking forward to having this newdryer installed at no charge within the next two weeks and finally making things right.And I do hope that Mr. and Mrs. [redacted] and Dormont Appliance continue to do business together in theyears to come.

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Address: 40 Music Drive, Flintstone, Tennessee, United States, 30725

Phone:

180046 0 0
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Web:

www.vanguardimaging.com

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