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Post subject: Issue with a new Strat; what would you do?
Posted: Mon Feb 25, 2008 5:49 pm
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I recently ordered a new Strat from an online retailer. Upon receipt and first inspection of the instrument, I noticed a scratch on the neck plate and abrasions in the finish on the back of the body. The instrument had obviously been laid on a surface with some sort of grit on it. Additionally, the neck was slightly crooked, but that could easily be remedied with a good setup. I called the salesperson I ordered from and inquired about exchanging the instrument I purchased for another one that wasn't scratched. He informed me that they had another in stock and that it wouldn't be a problem. When I asked about him sending me a call tag for Fedex or UPS pickup for the defective instrument I received, I was told he would have to ask a supervisor whether or not that was possible. I told him I understood and looked forward to hearing from him again. I called back after a couple of days and was told that I would be responsible for paying return shipping for the defective instrument. That doesn't seem like the best policy for turning around what has already started off as a less than perfect purchasing experience. What would you do?

Update: The issue was resolved a few weeks ago. The freigh costs as well as the price of the guitar was refunded.


Last edited by pbauw on Thu Apr 17, 2008 11:26 am, edited 2 times in total.

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Posted: Mon Feb 25, 2008 5:53 pm
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ask to speak to the manager and try and get the fee waived... if not, there isn't really much choice if you want the guitar... i know, its a bad system, but i suppose there isn't a whole lot that can be done

possibly threaten to ask for money back and take business elsewhere as well


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Posted: Mon Feb 25, 2008 7:32 pm
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Hello pbauw,

The devil is in the details.

Hope things work out.


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Posted: Mon Feb 25, 2008 8:26 pm
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My father taught me a valuable lesson about dealing with music stores... Just get pissed and they'll cave. :wink:


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Posted: Mon Feb 25, 2008 8:55 pm
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This is one reason, among many, I prefer dealing with music stores in person.

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Posted: Mon Feb 25, 2008 9:45 pm
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Call again and if they are not willing to cover the cost of shipping, then ask for a RAR number (Return authorization request) and get your money back. You'll be out the shipping cost, but at least you will be able to take your business to a retailer who will value your business. Better to cut your losses now than deal with someone who is not willing to meet your needs.


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Posted: Tue Feb 26, 2008 6:22 am
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I agree with stratfan. Call them back and tell them you just want to return it and take your business elsewhere. That could make them change their mind.

On the flipside if its a chain store, I would call the head office and raise a big stink over there. Its possible if there is a head office they might be able to do something there. If you call make sure you bring up how much time you have invested in calling around trying to get what should have been a simple customer service issue resolved. Perhaps you can get somehting else out of the deal.

If your gonna buy it online again make sure you read the return policy of which store you buy from first so you wont have to deal with it again.

Best of luck, keep us posted


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Posted: Tue Feb 26, 2008 9:52 am
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if you don't mind, what was the online store? I'd like to avoid purchasing from them in the future.


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Posted: Tue Feb 26, 2008 10:07 am
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mexstrat mike wrote:
if you don't mind, what was the online store? I'd like to avoid purchasing from them in the future.


I'd like to give them the chance to rectify the situation before outing them.


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Posted: Tue Feb 26, 2008 10:34 am
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Call them back up, cuss them out, threaten them with a lawsuit, usually this will resolve the situation. Nobody never wants that kinda heat.


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Posted: Tue Feb 26, 2008 4:27 pm
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I spoke to the store manager today, he seemed completely indifferent about trying to help me. If a manager is allowed to have that sort of attitude, I highly doubt the owner will be willing to do the right thing. :?

He told me he would forward my contact info to the manager but didn't give specifics on when to expect a call.


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Posted: Wed Feb 27, 2008 12:48 pm
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Here's a few pics of the Strat I received. I'm not the best in the world with a camera but scratches show up. They're very apparent when looking at the guitar. I noticed them as soon as I opened the case and looked it over.

Image

Image

Image

These aren't "swirl" marks left over from finishing since I can feel actual scratches on the surface, and those kind of marks wouldn't account for the scratches on the neck plate either. Again, this guitar was sold to me as "new" from an online retail store, not an individual. I was told the guitar had never been displayed on the sales floor.


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Posted: Wed Feb 27, 2008 2:39 pm
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With marks like that on a new guitar I would tell them you want one that IS new. That guitar looks like it was mishandled. I`d be on the phone with the seller and tell him to give you a new guitar or return your money.


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Posted: Thu Feb 28, 2008 10:15 am
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Seriously- that is awful- to even sell a guitar like that as new tells you alot about that seller. I would not even bother to get another guitar from them- get your money back and demand to get a corporate phone number- I would find out who the president of the company is and call him/her directly. And I would let the "manager" know that's what you are going to do- make sure you you ask everyon for their names. Sorry this kind of stuff really ticks me off - the "I don't give a crap" attitude of some retailers is abysmal -

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Posted: Thu Feb 28, 2008 6:13 pm
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Twice this week I've called and asked that the owner contact me, I still haven't heard from him. I'm curious if contacting the local Better Business Bureau might yield better results?


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