BACKGROUND INFO:
alright, some of you may know about my recent fender Pro Jr purchase from Guitar Center. unfortunately, it was acting a bit strange. i recently brought it back to the store to make use of my warranty. the issue was a noise that probably shouldn't be there, and i wanted to try a tube swap to see if that was the answer (in fact an employee said i'd be able to do just that).

when i got there, i dealt with the manager, same guy who heard the noise, so i was a bit glad to deal with him of anyone i suppose. but he seemed to sidestep the idea of swapping tubes, and simply pushed the idea of replacing the whole amp. i couldn't argue that, no reason to, and no expense to me, so ok fine. but its very sad indeed, the rest of the amp seemed great, i'm hoping and praying i don't get another problematic amp, yet alone one with other build/component issues. i feel like i might have had it almost right the first time when i think about it, but i figured "what if something goes south after the 30 day warranty? then i'm on my own" (unless i am successful getting manufacturer assistance, which seems to be a toss-up for many people in terms of smooth service and transaction.)

SUMMARY:
okay so 8/16 sunday was the day of amp's return to store. i was told by the higher powers at my store that the old amp would ship back on monday 8/17, AS WELL AS the new amp shipping out from warehouse, and that i'd receive an email when the new amp ships. (now, that does seem a bit odd in some respect, but nonetheless, I do recall being told this). granted, if this is unrealistic, then don't make such a claim, right? read on...

CURRENT "NEWS":
naturally, i haven't received any such email yet. i called the store monday and VERIFIED that the new amp was shipping on monday, so basically i've been told this twice. okay cool...meanwhile, i've been questioning customer service, and here's the first clincher. the new amp will not ship UNTIL THEY RECEIVE THE OLD ONE! well, i was rather burned upon reading that statement. i'm not mad because the new amp won't ship prior to the old one's arrival at the warehouse, i'm mad because i was told differently at the start.
sure, i'm a little anxious to get the new one, PLUS GC currently has my money, and i'm in the cold with nothing, so i may be a bit over impatient, but i just want to make sure everything goes smooth. i may ask the store to provide the tracking number of the return (assuming they have sent it out as promised).

anyway, the icing on the cake was this statement also given by customer service..."it will take about 3 days for the item to get back to us. From there it will take another day or two to get the return processed and the new item shipped out. I would have to say that you will receive the new piece by Monday or Tuesday of next week". THAT pushed me over the edge. again, not mad at the supposed Return Shipment Procedure, but VERY mad at having been lied to by a manager.

Just tell me the truth, ya know? had he been straight up and told me this, i wouldn't be mad. i'd know what to expect and all. instead he obviously told me some bogus bullcrap, probably so i wouldn't have reason to want a refund and buy elsewhere.

it's a shame because the first transaction went pretty well. had the amp been fine, this wouldn't be happening and i'd have had a good experience. but this incident is changing my once positive outlook on GC. it's as if the manager just threw a good thing away.

i can safely say this will be my last time giving them my business. i'm trying to keep my cool though when dealing with any people, because i know how people can be a**holes if they want and have reason to. all i want is to get my amp in one piece and i'll move on. i don't need GC, i have other stores with whom i have good experiences with, simple as that. this will be the last time.

so is my frustration and disgust necessary or am i over-reacting?

I'm not surprised. It took six weeks to get a store credit from Fender to replace my GDec! A store credit, not even a shipped amp.

But reliability issues are precisely why I won't buy another Fender amp and sold my HRDlx. What good is something that sounds good but fails all the time? Customer service with GC and Fender leaves a lot to be desired. Ever wonder why the old PTP amps only came with a one year warranty? Because they weren't built like garbage and used good components.

You have a right to be pissed. You're the one being inconvenienced. You paid your money, you should get what you paid for.

Typical story when dealing with bigger companies. Not all, but many are sometimes inefficient with stuff like this.

Sounds like the manager made a mistake, I doubt he was purposely lying to you. They probably made a mistake with your paperwork somewhere.

I would chill out a little, and wait and see how you feel after you get your new amp. but if they miss the new time estimate then it's time to demand money back, and go somewhere else. Or at the very least make them 'make it right' with a discount, or some free swag.

_________________
I'm not an expert, but I play one on the internet.

You have a right to be mad but I think you are a bit anxious for your amp and letting it get the best of you. I thought it was cool the manager offered you a new amp and that was you decision to make. But I would go back and very nicely confront him on the issue and tell him that you know he was not being straight up with the delivery time. Maybe he will make it up to you or tell him he owes you one. Believe it or not sometimes out of a situation like this you make friends in a place who will always take care of you when you come in. It is all about how you handle the situation.

Good advice straycat113.

You probably would have been better off returning the amp for a refund whether for cash or on your credit card, and then purchasing another new amp. 2 separate transactions that bring about the desired result and occur alot quicker than the method you chose. IF you were within GC's no questions asked return period it should not have been an issue. I have 4 Fender amps and have had issues like you did with one of my purchases. One one of them I had a noise I thought was not quite right. I returned it and bought another. Quick and painless. Good luck with the replacement.

+1. GC customer service sucks, but don't let it burn you. Drink a beer or whatever and chill

_________________
http://www.myspace.com/far_beyond_driven_3

I would have gone for a refund!!!!
Think Vox, Roland, Budda, Carvin for combo's though I am still thinking about a Fender Champion 600 now with the low price's and adding a Mercury kit to it an using as a head. I did one for some one and I must say WOW

_________________
The strongest reason for the people to retain the right to keep and bear arms is, as a last resort, to protect themselves against tyranny in government.

Thomas Jefferson

'Only had one return epoisode with GC (western burbs, metro Chicago), and they were CHAMPS!

'65 Reissue Twin Reverb, about 10 years ago. After some months of ownership (about 9), two of the top joints started coming apart. Not too hip. 1/8" gap on one side, 1/4" on the other.

'Took it back and no sweat, 'was given a brand new, in the box amp, that same moment. The amp has been perfect, ever since.

guess who JUST NOW SHIPPED THE OLD AMP BACK TO THE WAREHOUSE...

"the old amp's gonna ship on monday..." (HAH!)

what a joke. i called the store an hour and a half ago (from time of writing this post) to get the tracking number (inadvertently it was my way of seeing if they shipped it yet).

here's the first thing that blew my mind..."can i call you back? i'm counting picks right now" you're joking right? is that how you give service to a paying customer? by shoving them aside as low priority? the customer is what drives a business. push the customer aside, and the business fails. true fact.
i know what retail is like, having done it before, so i can be sympathetic, though i shouldn't have to be. anyway, i politely said thanks and awaited the call back.

well, the call back took about an hour's wait, which seems unnecessary for just giving a tracking number (unless she still had to "create" the number).
at any rate, i can tell the shipment just went out now, because the tracking number does not have any results on the UPS site yet. i did double check my numbers, i'm pretty sure i have them correct.

maybe i sound like a whiner, maybe i need to chill, but i know many other people would feel the same way i do if they were in the same position. it's just very aggravating, and chilling is easier said than done. plus, at the back of my mind, i still believe a simple tube swap would have cured the initial problem, thereby avoiding this larger problem. as i said though, the manager seemed to squash that idea, and getting another amp seemed harmless (granted the new one is in better condition)

i considered canceling the exchange and buying elsewhere, but i dare not mess up the flow now, those clowns would go belly up if i try "complicating" anything. though should any more crap come to surface, i may in fact make that move.

i hate myself for choosing this company, never again.

Wow, This isnt the first time Ive read bad things about this this GC place. Im from canada so we dont have it up here, but this place sounds terrible! If I was talking to somebody and they told me they were counting picks, I would be saying the same thing , Very unorganized.

_________________

My Baby, 2008 Standard American Jazz Bass

The problem was you let those guys at GC push you around. Just remember, you got the upper hand and you have the ball in your court, specially for 30 days of the time of your purchase. GC claims that you have 30 days to return/exchange the item you purchased with no questions ask. Within those 30 days....they have to kiss your $@! or get your money back and its their lost in sale and its the salemen's lost commission. So they have to accommodate you as "YOU SEE FITS". Not Theirs. If you are not happy, then simply say the words, " I WANT A REFUND". Thats it. Just look at their face when you say that, specially if it is an expensive purchase. You can bet they will starting kissing your $@!, and do everything to try to change your mind. They would even throw in some items or even give you a gift card. I've seen this before. I've been buying from guitar center for over 20 years, and you really got to show them you mean business.....so far its been working for me.....been getting great deals so far

_________________


http://www.youtube.com/user/gmlasam

yea, after a while i thought about getting a refund, but the process is underway now, i'm tracking the return. plus, i've been up there 3 times, and i do not feel like making any more trips to Hell. should anything be wrong with the new amp (please God don't let that happen), it will definitely end in a refund. i won't go through this again. but i sure hope the new one comes in pristine condition, because i'll feel somewhat better about everything and can put it all behind me. i don't want to have to send another one back, regardless of the store i'm dealing with. i'm just so exhausted by now.

anyway, it's true i should be more adamant. but i guess i've been practicing the policy that THEY should be practicing...aka The Golden Rule. i figure if i'm real polite, no one will have reason to screw me, i'll get what i want successfully, and then i can say Amen and good riddance forever. i may even write a long letter to the higher powers.

you are golden, i know some guys from the hood who would have leveled that entire building for alot less than the run around GC has given you, just have fun with your amp when you get it!

_________________
you can save the world with your guitar one love song at a time it's just better, more fun, easier with a fender solid body electric guitar or electric bass guitar.

I have yet to experience bad GC salesmen... because I've never been there, and only been to Sam Ash about twice in my life .

There's a shop about five minutes away by car from my house. I get my strings and small parts there. Best part is, they all know me quite well, and I am well respected, even though I stay a long time after my lesson to play the guitars they have on showcase.

You know you've hit the jackpot when everyone calls you by your first name, all the time.


-The Screamin' J

_________________
CURRENT RIG:
2008 Squier bullet stratocaster modified with Rumpelstiltskin pickups -> Dunlop GCB-95 Original Crybaby -> Fender Vibro Champ XD

"Could you take the stain from this pair of pants, and put in on this pair of pants?"