What's your limit with retailers?

[Mathemagician]

Dude you're not in the wrong OP. As for me personally, bad service makes me lose all interest in giving someone my money. I've walked out of music stores/dealerships, hell cell phone places just because whatever attendant I got was rude as .....

Music store: retarded sales guy trying to push every guitar I looked at onto me and then telling me that the EMG HZ's were "the exact same that Metallica uses" I asked him if $200 pickups would be in a $200 guitar and he says "ya of course".. I spent $1000+ at a different store an hour later.

Repeat for each business. I know you want the SE, but you either need to get the owner on the line, or just call it a wash. I'm so mad FOR you. You have money, they won't take your money. I don't get it.

 

[jorymil]

You're not wrong to be upset here. If someone asks for pictures, they're usually serious about buying the guitar if the pictures pass muster. If the owner forgets, and still forgets after multiple reminders, I question their time management and scheduling skills.

Just how badly do you want this guitar? It's pretty obvious that you're not going to get any more pictures, so it's your call now whether you want to put down your money. If you don't like it, what's the return policy? Can you reverse charges on your credit card?

John

 

[High Plains Drifter]

You're not wrong to be upset here. If someone asks for pictures, they're usually serious about buying the guitar if the pictures pass muster. If the owner forgets, and still forgets after multiple reminders, I question their time management and scheduling skills.

Just how badly do you want this guitar? It's pretty obvious that you're not going to get any more pictures, so it's your call now whether you want to put down your money. If you don't like it, what's the return policy? Can you reverse charges on your credit card?

John

Since I've had some time to digest this... I still want it and at this point the figuring is actually the least of my concerns. I'm apprehensive due to hearing more than a few negative stories from others that have dealt with this particular seller ( not at all simply in this thread), and how that might possibly play out if I were to receive the guitar and need [for whatever reason] to return it. Honestly the only reason that I WOULD consider returning it would be due to serious damage or play-ability issue... damaged in transit, bad fret-work, lifting veneer, severely chipped/ cracked, etc... essentially some kind of damage that would require a luthier, added expense to repair, forever noticeable issue with sound, compromised aesthetics, hindered performance, etc, etc. It's not that I expect issues but you never know till you get it into your hands. Could I count on a full, prompt, hassle-free refund? I just don't know. If it was Sweetwater or some similar retailer then I would obviously have minimum concerns... again, this feels like a crap-shoot in comparison despite whether my concerns are deemed realistic by some and despite the stated return policy.

Fwiw- I'm not waiting on pics anymore and [although maybe not reccomended] I decided not to call and keep bugging him about this. One thing's for sure... If I do buy it then I'll certainly do a completely unbiased ngd/ review of the whole experience... good or bad.

Paste:

"Returns & Exchanges
New items come with a 30 day exchange policy, which allows you to exchange the item for another item of equal or lesser value. If an item you want to exchange has a greater value, the difference must be paid to balance things out. For an exchange to be accepted, you must get an authorization by contacting us by phone or email. All items must be in their original condition with all the original packaging and included accessories, otherwise an exchange may be refused or a restocking fee issued. All shipping costs will be the responsibility of the buyer.
New items also allow for a 10 day trial period, wherein you will be allowed to return the item for a full refund if you are dissatisfied for any reason. Refund does not include any shipping costs or associated fees. For an return to be accepted, you must get an authorization by contacting us by phone or email. All items must be in their original condition with all the original packaging and included accessories, otherwise the return may be refused or a restocking fee issued. All shipping costs will be the responsibility of the buyer. Items returned for a refund and then re-purchased by the same customer may not be returned a 2nd time, and such sales are considered final.

For all Used, Clearance, B-Stock, and Special Order items, no returns or exchanges will be allowed unless you receive special permission by us in writing prior to the sale. All Custom Shop orders are also final and deposits are non-refundable. Of course, all said items are guaranteed to be described accurately and function properly, and if not returns will be allowed as long as we're notified within 48 hours of receiving the item.
All international sales are final, with no refunds, returns, or exchanges allowed unless you receive special permission by us in writing prior to the sale."

 

[InCasinoOut]

Glad you can read, we know who the retailer is. The OP didn't ask for a discount and had bought a guitar from that dealer in the past. So this isn't the case of a dealer thinking someone was just kicking the tires, but one of their customers.

And for the record, it took close to 2 months for me to get pickups from that same dealer.

Wow, I actually had no clue they had started to get a bad reputation around here until this thread... I ordered custom Dimarzio Titans from them a couple years ago and it also took more than 2 months with no communication. I thought that was supposed to be normal but did not care for their service at all. How the hell did I get a custom ordered Mesa Boogie head from another retailer in a shorter amount of time??!

 

[Vrollin]

30 day "exchange." So you would want to hope that if its not up to scratch that they do in fact have something else you would want instead...

 

[mikespe]

I had an experience with Vintage Audio a few weeks ago. Not the worst experience I've ever had with a retailer (honestly not terrible)...The shipped an item out via FedEx that required a DIRECT signature. There was no notification of this when I placed the order (it was buried in the FAQ but not blatantly obvious) Well since I work for a living there was no way I could be home when FedEx arrived nor could I pick it up. I contacted their customer service and the girl said their was nothing she could do even though FedEx told me all she had to do was call them to remove the signature requirement. I told the rep that if this was going to continue to be their policy I'd have to shop elsewhere. She was basically like "Oh Well". The next day I was contacted by one of their "higher ups" very apologetic and offered me a 10% discount to earn me back. I thought that was a nice gesture and said only if they remove the required signature. He said they were in the process of that since I wasn't the only one complained. It will be an option during the ordering process. But he said if I placed an order to send him my order number and he would make sure it would be taken care of. After I placed my order he emailed me back saying he spoke to the shipping dept and I was all set...I received my tracking information....DIRECT SIGNATURE REQUIRED again!!! I emailed him to cancel my order and I would shop elsewhere. He emailed me apologizing AGAIN and reshipped the order the right way. But the experience left a bad taste and I am reluctant to order from them again. A shame because I have their credit card that I was DYING to use!!!

I never understood the "direct signature" thing. And INDIRECT signature is just fine. All you do is leave a note on the door with the tracking number, asking the driver to leave the package, and your signature. If the driver feels it's safe to leave he will.

 

[High Plains Drifter]

30 day "exchange." So you would want to hope that if its not up to scratch that they do in fact have something else you would want instead...

I would opt for "ten-day full return" if it was damaged although even that would suck because I would quite possibly be stuck with the return-shipping cost . That's a tough pill to swallow. I also feel that a seller like this might just conveniently "amend" the stated policy if he wanted to. Not saying that he would but I don't feel too confident at this point, that he would necessarily abide by the policy since he doesn't have to answer to anyone. Basically I feel like he will do whatever he wants to do to suit himself... although that's just speculation.

I had an experience with Vintage Audio a few weeks ago. Not the worst experience I've ever had with a retailer (honestly not terrible)...The shipped an item out via FedEx that required a DIRECT signature. There was no notification of this when I placed the order (it was buried in the FAQ but not blatantly obvious) Well since I work for a living there was no way I could be home when FedEx arrived nor could I pick it up. I contacted their customer service and the girl said their was nothing she could do even though FedEx told me all she had to do was call them to remove the signature requirement. I told the rep that if this was going to continue to be their policy I'd have to shop elsewhere. She was basically like "Oh Well". The next day I was contacted by one of their "higher ups" very apologetic and offered me a 10% discount to earn me back. I thought that was a nice gesture and said only if they remove the required signature. He said they were in the process of that since I wasn't the only one complained. It will be an option during the ordering process. But he said if I placed an order to send him my order number and he would make sure it would be taken care of. After I placed my order he emailed me back saying he spoke to the shipping dept and I was all set...I received my tracking information....DIRECT SIGNATURE REQUIRED again!!! I emailed him to cancel my order and I would shop elsewhere. He emailed me apologizing AGAIN and reshipped the order the right way. But the experience left a bad taste and I am reluctant to order from them again. A shame because I have their credit card that I was DYING to use!!!

I never understood the "direct signature" thing. And INDIRECT signature is just fine. All you do is leave a note on the door with the tracking number, asking the driver to leave the package, and your signature. If the driver feels it's safe to leave he will.

IIRC My regular FedEx driver told me a while back that with pkgs over a certain dollar amount, that their hands were tied in regards to being able to leave it with no signature. I even asked him if I could just sign something saying to leave it and affix that sig to my door... he said no dice. UPS on the other hand will drop-kick it from the street to my door with just a simple nod from the neighborhood squirrel hanging out in the front yard.

 

[vividox]

UPS on the other hand will drop-kick it from the street to my door with just a simple nod from the neighborhood squirrel hanging out in the front yard.

This sentence is excellent.

 

[jorymil]

So... these guys are actually down the street from me--they're in Walpole, MA. I was down that way today, and in need of a bridge pin puller for my new acoustic, so thought I'd stop by.

Not sure if I talked with the owner or not, but the salesman was very friendly, gave me a short tour, and sold me a Snark. They're very much an electric-only place, leaning heavily toward metal (forgive the pun). The store's nothing fancy: you can tell they do mostly Internet sales and don't get much foot traffic. Of course, the walls will make you drool....

I can't be driving down there (30-45 minutes) every day of the week, but if someone's in need of pictures, happy to do the occasional favor. I'm just sorry I didn't put two and two together a bit sooner here, HPD - I could've gotten you all the photos you could've ever wanted and at least confirmed that there weren't any major flaws (my play testing would leave a lot to be desired).

For anyone who's interested, shoot me a PM and we can exchange e-mail addresses (or some other method to swap photos).

John

 

[High Plains Drifter]

Thank you, John. That's extremely thoughtful.

I've put this one behind me now and I'll live to buy another axe... just not from this particular retailer. I do have to wonder what Paul would say about this but again... all water under the bridge.

Fwiw- I did send Nick one last email on Oct 4th...

"Just wanted to say that I'm sorry that we couldn't make this sale happen. Take care.
Regretfully- Anthony"

Of course I didn't hear anything back but I wasn't expecting to. Just wanted to let him know that he had lost my business. At least he can pick and choose his customers and that's really saying something into today's world of guitar sales.

 

[purpledc]

Thank you, John. That's extremely thoughtful.

I've put this one behind me now and I'll live to buy another axe... just not from this particular retailer. I do have to wonder what Paul would say about this but again... all water under the bridge.

Fwiw- I did send Nick one last email on Oct 4th...

"Just wanted to say that I'm sorry that we couldn't make this sale happen. Take care.
Regretfully- Anthony"

Of course I didn't hear anything back but I wasn't expecting to. Just wanted to let him know that he had lost my business. At least he can pick and choose his customers and that's really saying something into today's world of guitar sales.

Well man you kept your cool and came out enlightened. Its sad though as I have seen It in other hobbies where some retailers no matter how bad of a reputation they get they still succeed no matter what they say or do or in this case don't do. And its usually because they have friends and access to equipment most others don't have access to. At that point you are no longer a dealer. You are a purveyor and the phrase "the customer is always right" no longer applies.

 

[High Plains Drifter]

Well man you kept your cool and came out enlightened. Its sad though as I have seen It in other hobbies where some retailers no matter how bad of a reputation they get they still succeed no matter what they say or do or in this case don't do. And its usually because they have friends and access to equipment most others don't have access to. At that point you are no longer a dealer. You are a purveyor and the phrase "the customer is always right" no longer applies.

Well who knows why AP/ Nick feels how he does towards some of his potential customers. No matter what the situation, I like to feel [at the end of the day] that I acted with integrity and understanding. At least in regards to our earliest correspondence, I never felt as if I was out of line for my inquiries. Ultimately I felt that his complete lack of communication was what cost him my business. I would have respected an email or conversation where he was candid and said "I just can't take any pictures [for whatever reason]". If nothing else, I would have respected his genuine communication in that regard and I probably would have bought the guitar regardless. As I also stated earlier, lack of sincere communication BEFORE a sale makes me apprehensive about customer service AFTER the sale so... no sale.

Been eye-balling something very intriguing at Riff City over the past week so I think that this cloud may indeed have a silver-lining.