Guitar Center & Poor Customer Service

[Farout]

It almost seems that the title says it all. Looking at the title makes me realize this isn't the first thread that I have seen which complains about the GC experience.

Last Wednesday I bought an MC-808. I paid CASH for the unit at the local Guitar Center. They didn't have a unit in stock, so a unit was ordered via their website.

Did I mention I paid CASH for this?

I also paid CASH for OVERNIGHT delivery.

Did I get the unit Thursday? Nope.

Did I get the unit Friday? Nope.

Did I get the unit Monday? Yes. 5 days late (3 business days).

So anyhow - I finally got the unit today. The first thing that I noticed was that the box had obviously been re-taped (this was painfully apparent - as tape was thrown all over the box). Upon opening the box I noticed there was no manual, no power cord, and the wrapping (that goes around the unit inside the box) was carelessly draped around the MC. Lastly - there is a small scratch on the left side of the unit.

This is horrible. Not the end of the world horrible. But horrible, nonetheless.

$900 is a lot of money for me - at ANY time.

It is especially a lot of money for me right now because I am disabled due to several operations on my back, and nerve damage. (no I am not in a wheelchair, but my wife keeps trying to get me to use a cain or some kind of walking aid)

I know what you're thinking: why the heck are you spending money on stuff like this if you ain't working? and you're right. I have had a difficult past few years with operations, not being able to pay bills, etc - and yet be able to keep my head up for my family (wife, and 3 children). This unit was supposed to be a gift from my wife, children, and my mother - for Fathers Day. They put as much money together as they could, and demanded I buy a toy - since I had to sell all of my other stuff overt the past few years, and it's been a long time since I was able to get something for myself.

So - back to my point: I called the GC online and explained the situation to the guy on the phone. He wasn't rude. But I was told that I would have to print a UPS shipping label, and send my unit back to them. Once they received my unit, they would ship another one to me.

I asked customer service if a power-cord could just be sent to me (I can figure everything else out - I used to have an MC-909, so it shouldn't be that difficult). He said that they couldn't do that.

Since that is the case, I told customer service that I would like to get my money back.

Customer service then told me that I would still have to send the unit, then go to the local Guitar Center, and they would have to give me a refund.

I can only guess what kind of head-ache this is going to be.

I asked customer service how the local store would know that I had sent the unit back, and was due a refund .... customer service said the local store will have to contact "us" to verify it.

I was given an "RA" number, and that was the end of the phone conversation with the GC Online people.

I then tried to call the local store to speak with the manager. I want to ask him (or her) directly what is going to happen, and when I can expect to get my refund.

I had to leave a message.

So now I am waiting for a return phone call from the Guitar Center in Baton Rouge, La.

For the moment, I am done moaning.

Doubtful that anybody will even read this.

But somehow it made me stop shaking!

Take care.

[AMMusic]

I know how you feel. Seems pointless for me to respond because I think there are a lot of people that have had bad experiences with GC. I have gotten used gear that was supposed to be new 3 or 4 times. I stopped buying cymbals there when they wouldn't give me new ones from the back, I had to take the finger printed ones off the racks. My wife is an amazing person and buys me gear on occasion. For Christmas she bought me a couple of "new" cymbals. Being the sweet person she is she tried to clean them so they looked new with some cleaner that she bought. She didn't realize that if you leave the cleaner on too long, it "spots" the cymbals and doesn't come off. Last Christmas she bought me an M-audio Axiom that she knew I wanted. I was really excited but when I opened the box, the unit was just floating around inside, no packing, no software discs, just a keyboard and a usb cable. My wife felt really bad, but I've made the best of it. My most recent, and final guitar center purchase was a kick drum pedal. The pedal was in its carry case with a tag on the outside (no factory tags, just a gc tag) so I didn't even look at it. When I got it home, I pulled the pedal out of its case. It had scratches and dirt all over the place. I'm so fed up with buying used gear at new prices. I don't buy anything there anymore. GC!

[Duardo]

If you do want a new unit, it may be worth checking whether you'd be able to swap it out for a new one once they have them in stock again locally...they'd probably rather do that than take a return. I would insist on a refund of your overnight shipping charges, though.

Or just get your money back and buy elsewhere...

[Farout]

Thank for the replies, guys.

Sorry about your experience, AMMusic. This too will be my last purchase from them.

Good idea w/the shipping chrgs, Duardo.

FWIW - I still haven't heard from the local store manager.

Tick, tock ....

[d1rtynyc]

With all these things you all have mentioned there should be NO reason to buy from those clowns.

[Farout]

I hear ya.

[Farout]

FWIW - I am still waiting on Joe Steinhart to call me.

Joe Steinhart is the store manager of Guitar Center in Baton Rouge, La.


Joe Steinhart is the main man over there.

Surely he is going to help me out.

Yep ... good ol' Joe Steinhart.

[Drum9uy]

I won't ever buy from them again myself, simply because of the complete lack of common sense from the people over there.

I was going to be getting a lot of stuff from the pro audio department (api 3124, royer r121, mac pro, etc.)

here's my call about the api

Me - hi, i wanted to know if you were an authorized dealer with api so that you could special order a 3124+ for me?

GC peon - well if we have it on our website we could get one to you in just a few days

Me - no, I'm calling about "SPECIAL ORDERING" it because it isn't stocked, neither is any API product

GC peon - oh, well I'll have to talk to my manager to double check everything

meantime I went online to vintageking, put in the order for everything i needed talked to a great rep who helped with any questions before the GC guy even called me back

[Farout]

That was probably the best thing to do (IMHO).

Go somewhere else.

Thanks for the reply, sir.

Take care.

[Duardo]

here's my call about the api...

Your story isn't so bad at all...I wouldn't be surprised that the guy there wouldn't know anything about a product they don't even stock...seems like a reasonable way to handle things.

Still, I would have gone elsewhere to a stocking dealer myself. Enjoy your new equipment...I have a pair of R121 microphones and API preamps myself and they get along very well together...

[Greg Curtis]

I had a similar, but nowhere near as bad, experience at Coast Recording Supply.

I went in and bought a new Millennia HV3-D4 mic pre for more than $2.5k. Got it home and found no power cord, a photo copied (badly) owner's manual, and a nice big gash on channel 1's level knob. I brought it back the next day, Carl apologized, but said they had no more in stock, but I could keep this one until they gat a new one from Millennia.

After a half-dozen tries and as many excuses ("They're in Germany at AES," "they're" behind in their schedule," etc...) I'm still stuck with my used/new Millennia.

It is dishonorable to sell returns as new merchandise, period. Especially ones that are missing parts and are damaged. Makes you wonder what they use the "restocking fee" for...

GC

[Mystic]

Originally Posted by Greg Curtis

It is dishonorable to sell returns as new merchandise, period. Especially ones that are missing parts and are damaged. Makes you wonder what they use the "restocking fee" for...

GC

I never really understood the whole restocking fee thing. Is it really that hard to take a box and put it on a shelf? Oh, wait, they need to check the box over and make sure everything is inside as it's suppose to be... they can't do that at the register with the returning customer there before they get a refund?

This is one of many reasons I won't shop at Best Buy either. There is no excuse for the charges or the mistakes they constantly make.

[azwun25]

Originally Posted by Mystic

I never really understood the whole restocking fee thing. Is it really that hard to take a box and put it on a shelf? Oh, wait, they need to check the box over and make sure everything is inside as it's suppose to be... they can't do that at the register with the returning customer there before they get a refund?

This is one of many reasons I won't shop at Best Buy either. There is no excuse for the charges or the mistakes they constantly make.

A restocking fee is put in place because once a box is open it will have to be discounted for a lesser price. It softens the blow. I don't even work there and I know that.

[Mystic]

Originally Posted by azwun25

A restocking fee is put in place because once a box is open it will have to be discounted for a lesser price. It softens the blow. I don't even work there and I know that.

Most of the stores I've been to never seem to sell used gear. Places like Best Buy I've only ever seen selling new items. So where are these items going? I was under the assumption that they sent them back to the companies to be shipped out to places that sell referbs and wouldn't cost the original store a penny.

[Duardo]

Items that have been opened and returned aren't sold as used gear, they're typically sold as "demo" or "open box" items, with a small discount...but they typically still carry the same warrant, etc as a new item. Places like Best Buy typically do have them, oftentimes on a table somewhere.

No, if someone returns an item to a store, a manufacturer's not going to cover that...unless it was defective. That's why the stores sometimes charge restocking fees...because they'll have to sell them at a discount.

[Greg Curtis]

Originally Posted by azwun25

A restocking fee is put in place because once a box is open it will have to be discounted for a lesser price. It softens the blow. I don't even work there and I know that.

If only this were true...

[olivia_nb]

Originally Posted by Greg Curtis

If only this were true...

indeed, the idea I guess would be that if the store had to sell at a 10% discount for it being an open box they would recoup that by charging a 10% restocking fee to the person returning it. However, it seems based on anecdotes here and in my own personal experience that some retailers like GC are perfectly happy to get their restocking fee and then flip it as new to the next unsuspecting customer.

[BeerHunter]

Restocking fees are often used to prevent "free" rentals as well.

[olivia_nb]

Originally Posted by BeerHunter

Restoking fees are often used to prevent "free" rentals as well.

I actually teched for a band once where they had gotten a "rental" from GC on an acoustic for the show. It seemed pretty low class to me, but they thought it was perfectly funny. I guess I could have "accidentally" knocked it around a bit, but I didn't want to fight fire with fire. Hopefully in their lives when someone they don't know screws them over they will understand the implications of their own actions... or not.

[ETM Dude]

Originally Posted by Mystic

Most of the stores I've been to never seem to sell used gear. Places like Best Buy I've only ever seen selling new items. So where are these items going? I was under the assumption that they sent them back to the companies to be shipped out to places that sell referbs and wouldn't cost the original store a penny.

The restocking feel also keeps the store safe from becoming a 'rent-a-center'..... woops already mentioned :)

[rvwainscott]

I worked at GC (don't hate me) in order to get gear at a discount. I actually contacted the companies directly and had them send me stuff at their cost. Even working at GC, I wouldn't want the stuff they stock.

The reason boxes are missing all their stuff is because the employees don't want the hassle of a return so when a customer comes in and says that they've lost a manual or power cord, the clerk would just take one from another box. Let it become someone else's problem was the general consensus. Also, employees were stealing like crazy so if anyone they knew happened to need some stuff, it would magically disappear from GC.

The honest salespeople are at a disadvantage.

The best advice I can give anyone is to open boxes right there in the store and refuse to take any product that is damaged or missing any of its accessories. If parts are missing, demand an immediate discount or a complete unit.

Again, it wasn't the customers doing all this but the employees. What do you expect? These guys make minimum wage and commission. At our store, only the top two or three salespeople ever made any commission. How do you think the other people live? The guy that worked in keyboards had three kids and a wife that didn't work. I'm guessing that, since he never made any commission, he stole like crazy - can't prove it though.

Just my thoughts.

[w2w]

Guitar Center is notorious for selling opened gear as new, its almost comical how often it happens. Most of it is from returns & demos.

Like the above poster suggested, you always need to open the box before you buy it. I used to laugh how often it would happen when I used to shop there & tell them if Im buying a new piece of gear,thats exactly what I expect. It was sad I always had to tell my guy to make sure it was a new unopened box or I didnt want it.

Buyer beware!!!

[bexarametric]

Many customers take new items home and destroy the box, packing material etc. Then, for whatever reason, they bring it back for a return. Most of the time GC will not charge a restocking fee because customers tend to bitch when you do that. The item is NOT sent back to the vendor. It's GC's problem. They will not get new inventory until they get rid of the current inventory.

While I agree that GC should be upfront and honest about this stuff, I think you people would bitch if GC had a NO RETURN policy (thus eliminating open box items). Their liberal return policy is exactly why they have open box items in the first place. GC just needs to do a better job of labeling open box items, that's all.

[soundguydave]

I only use Guitar Center if I need something right away, otherwise I order from the many of fine online retailers. But one fun fact about Guitar Center is they will take any price you name as long as it is above their cost. GC would rather you buy it and finance it rather than not buy it at all. They've evolved into a car dealership type business.

[Jay-]

I only got one item new at Guitar center and yes, it was opened.
An audio card just tossed in a box. No info or driver cd. just an audio card in a bown paper box.

The guy was ~wow~ let me get you a new one.
It was only $259 and after digital cable it was $300 so yeah I was not going to sit well with opened box at full price.