PCMusic

Initial Business Response /* (1000, 5, 2014/08/21) */
Contact Name and Title:*** - CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@pcmusic.com
Dear Ms***
Please take this email in response to the letter dated August 15, (we'd only received it
in today's mail)
This situation is most disconcerting as we've been in business for over years and have never had a situation like thisIn fact, our company is touted for its excellent customer serviceWe cater to a wide array of clients, from long-time small businesses, to large, upper echelon brands in the hospitality industry
I'd like to provide a brief synopsis of the situation below as what is being purported in the letter is wholly painting an incorrect picture
Macks Golden Pheasant has been a client since September 1, - and is in a month agreement with our company
Most of our clients are on month terms because they are provided with unlimited warranty during that time - this location is no different and has their MUSICbox covered under next, business day replacement until August 31,
This agreement was signed by *** ***, so I'm not sure how she was unaware of being in a year agreementI've attached a copy of the agreement for your referenceShe also initialed each page
In our business, the monthly fees are charged based on the length of the term of the agreementSo, the longer the term, the lower the monthly feesEach is billed with an individual stock code, pertaining to the exact system configuration and agreement length (in this case an ***
Additionally, the client is receiving a discounted monthly fee, as our standard, for a Year, One Zone ***1) is $65, but she's only paying $
Additionally, she'd received an initial discount on the hardware, which, for an MBX-(1-Zone MUSICbox Hardware) is normally $500, only paying discounted rate of $
Our A/R Department initially spoke with *** regarding their account, was there was an issue of arrears...this was fairly recent
Client advised she wanted to cancel, it was passed ** to our Office Manager who typically handles these requestsOur Office Manager provided her with the standard details for cancellation, as our agreements stipulate that all remaining balances are due in early cancellationThis is industry practice as monthly fee pricing is amortized based on the term with the clientIt is subscription based and we are beholden in our licensing in providing the content for a specific length of agreement
They were having some audio issues with her system in January 2014, so we sent them a new MUSICbox - at no charge and in-warranty
She called back in July (months later) saying the audio issues were still there
She refused to take the IN warranty replacement
She specifically requested that we provide e-MUSICbox on her laptop, which we did - again, at no charge to her
She mentioned she had some created playlists and asked if we could "fix them up for her" - basically a consultation
Music programming and music programming consultation is billed additionally
Once she spoke to our Director of Music Programming, she was expecting full custom programming, free of charge
Her Sales Rep contacted her and provided her with programming details (ieAssociated fees)As far as we know, she never replied, to that email
Their system is operational and last connected today (we confirmed system logs with our Operations Department)
Please let me know what additional information is required on this end and how we are to proceedWe've honored and continued to honor all contracted elements of our agreement with the clientShe signed the agreement as a duly authorized agent and would have been more than aware of the term/length of agreement due to the discounted monthly fees being chargedWe offer hour, emergency technical support and always have Support Technicians live and on-callOur service is unprecedented in the industry and for a background music company
Initial Consumer Rebuttal /* (3000, 7, 2014/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response given by this organization is extremely upsettingIt does not address the key customer service issues that were pointed out in the original complaintInstead they outline irrelevant informationIn the years we have been in business, we have never had an issue like this eitherIt's especially perplexing due to the fact that we deal with a great number of different vendors from a vast array of industries that serve our restaurantThe bottom line is that the music provided has been unsatisfactoryAlso, the customer service we have received has been equally unsatisfactory and incredibly uninformativeFor those reasons, we would like to discontinue the service from PCMusicThe contract provisions are also set to an interminable month periodTo which we have paid for months
Below I have outlined why we should be allowed to discontinue our service with PCMusic with no additional required monetary obligation:
1) The "fairly recent" arrears issue is completely irrelevantIt was due to a bill that was mailed to us lateAll payments to PCMusic were made when they were receivedThis is a perfect example of PCMusic diverting from the actual issue at handNo outstanding balances are due
2) Another example of a submission of irrelevant information was the reference to the agreed upon priceRegardless of what the agreed upon price was, the service obligation from the provider is still the sameTherefore, the information pertaining to the agreed upon prices of the hardware (which didn't work anyway) and services provided are erroneous
3) We are not disputing what the contract entailsThe issue is that I was not properly informed as to the confusing nature of the terms, and based on the attached email dated July 2, 2014, PCMusic's service team acknowledges this
4) When we established the system, we provided the sales rep with the cd's relevant to the atmosphere of the businessWe were informed that all music submitted would be accessible on the catalog of available music - which it never wasWe were also told that the music played would reflect the atmosphere of the bar and dining room - Which it didn't doWe were not given back all the cd's we had submittedOriginally, we gave boxes of cd's and we only received boxes of our cd's back
5) Issues started as early as The allusion made by PCMusic as to issues just being recent are inaccurateI've attached all supporting email confirmation of my complaints which started in The complaints include the following:
8/31/2011: Online music catalog not working
11/4/2011: Music being played was inadequateAlso, did not include music from cd's that were submitted
4/3/2012: Music playlists still inadequate
12/29/2013: Sound quality of music being played was distortedWhen original inquiry was made, we were told it was on our endThey also said that they would send out new hardware to play the system on which I received the next weekHowever, that hardware created the same audio issues as the last one and was no differentWe then had a technician come out to test out our speaker system, and find that nothing was wrongAs a test, the technician used my own computer to play music instead of the hardware they charged me $for, and the sound quality was totally normal
When speaking with the individual who they said was the director of music programming, I did not expect free full custom programmingI expected PCMusic to provide my business with what their representatives had relayed to me time and time again - Quality music catered to the clientele of both my dining room and my barAs outlined in the original complaint, this was never taken care of for me
The information given about our system still being operational is irrelevant as wellWe are still paying for this substandard systemUntil we are granted the ability to discontinue our services, that system will obviously be operational
On July 7, a certified letter was mailed to PCMusic outlining the concerns we had been having with them since That letter was never responded to, or addressedWe had to continually follow up and call to get an answerI've attached the letter with this submission
Also, coincidentally on Friday, August 15th (same day as the correspondence from Revdex.com to PCMusic), we had no music service for the entire dayPCMusic informed us that it was an issue on their end
In accordance with the information provided above as to the lack of service received from PCMusic, as well as the condescending nature of their correspondence with us, we would again like to formally request that service be discontinued, and no additional monetary requirement be appliedPlease let us know if you need any additional information
Thank you for your time in looking into this matter
We look forward to hearing from you soon
Sincerely,
*** ***
*** Restaurant
Final Consumer Response /* (4200, 11, 2014/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To whom it may concern:
The opening paragraph doesn't even address my correct nameThey address me as*** This speaks to the lack of attention to detail that got us here in the first place
None of the documented and dated emails that were attached to my last response are even addressed within PCMusic's replyIn my last response, I outlined a detailed record of every correspondence, as well as attached email records, and a certified letter showing service issues dating back to To make the assertion that there have been no issues for years is falseI will be happy to attach all of those againPlease refer to my last response for further detail on the specifics of my complaintThe proposed resolution of a $cost to discontinue service due to clear and concisely recorded service issues is unacceptableWe are a small, family owned business, and not a giant corporationThe fact that a separation charge of half of every monthly fee remaining on a five year contract is extremely exorbitantThree years of paid service cost should already suffice to allow for the service to be discontinuedWhy should a paying customer be subject to a surrender penalty if they are receiving services that are inferior to what they were promisedThe bottom line is that we are not happy with the serviceWe have paid for three years and given ample time to correct ongoing service issuesThe level of customer service in dealing with our situation was abhorrentTherefore, we would like to discontinue our service with PCMusic without incurring any additional penalty fee
Finally, in the years my family has been operating our restaurant, we have never filed a complaint logged with the Revdex.com or any other agency until now
Thank you again for your time
Sincerely,
*** ***
***
Final Business Response /* (4000, 15, 2014/10/03) */
To whom it may concern:
We have reviewed the details of Case #XXXXXXXX and acknowledge no wrongdoing, but have decided to cancel the customers contract effective October 31, We have done so as a gesture of goodwill, taking into account that the customer is a small family owned business, but would like to point out that there was in fact still an enforceable contract in place