Manager fixes

GetHuman2154103's customer service issue with GuitarCenter.com from February 2019

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The issue in GetHuman2154103's own words
Insurance claim ... I’ve bought many items from Gc. From mixers dj controllers speakers. Software etc. I always buy the upgrade insurance. And I’ve never had a problem til now. I’ve been told over an over that the Gc insurance covers almost anything. That I could literally stomp it in the parking lot and bring it in an exchange it for a new item or store gift card for the amount of purchase. That’s words from an associate ,not mine . An this has always been true in my experience . I dropped a controller onetime an busted it. Took it in to Gc and was given a gift card to get another one. Because I purachsed the upsell insurance for it. * Now. Flash forward to this time. I had a pioneer ddj sb*. An the thing had a ton of different problems going on. Most were from user wear an tear. But some were jus from water damage from a drink getting spilled on it. So I had purchased insurance on it and went to trade it out. Because that’s what the insurance was for. Now I am a working Dj. Let’s start with that. I was told when buying the coverage. Hey. Your on your way to a gig. You drop something. Come straight in and in a few minutes you’ll be on your way with a new one. So that’s why I have always purchase coverage with every big ticket item. *So this was just a mess from the get go. I had been to the store *times and no ddj-controllers were in stock. Only the $*,*** ones. I wasn’t offered a loan item. I was jus assured more were on the way. So when I finally do get to talk with someone on my *rd trip. The employee was new and didn’t know what I was even asking him and had to go to another employee then another employee. After about * times of going in. They were no Sb* items , I was assured they were some coming. That they had jus sold out because of Christmas holidays .On my *rd visit there was finally one in stock , But it was a ddj sb* model not an Sb*. Which was the same price. Only newer model. So I was like cool. I guess jus give me a gift card and I’ll just buy the sb* and purchase insurance on it. But they guy was. Like. Yeah I can do that He checked with his supervisor. And he was ok with it. But then this is when things got weird. For one. He never even opened the box to my Sb* to check condition. He kept saying user wear an tear. Which it did have. But I don’t think he caught the part about water damage. But anyhow. He said. He would have to send it off for replair. I was confused because every other time I had a problem I was just given a Gc gift card But he would have to write the new one up as a loan! I imeditally told him I didn’t want a loan. That you could not purchase insurance on a loan. He said nah man it’s cool. The company has to send to be fixed either way even if I want it or not. He continued to say But they probably won’t even fix it. So you’ll get an upgrade out of this. I was going to upgrade it anyway. If he would’ve jus processed my gift card. Which I’ve always got when I had a return from insurance. This time it didn’t seem to be the case and he checked and checked , and told me I’d have to get one on a loan. I didn’t even know what a loan was. At first I thought he was trying to get me to fill out a credit card application. And this was like my *rd different trips , And now like over an hour waiting for * different employees to ask each other what to do. I was just frustrated and he could tell I was getting upset. But to his credit. He said look. I can loan you a new one. There probably not gonna fix it anyways. But I’m gonna give time for shipping and all that. And we”ll close this matter up by Jan **th. But for now I’m just gonna have to write this up as a loan. Still confused I told him I’m not familiar with a loan. If i buy a laptop from Best Buy and I buy the upsell insurance on it. And it breaks when I return the laptop they don’t loan me one. **He went in to explain for me to go ahead an take the loan item. I have **days to purchase new insurance on it. That by Jan **th. This would all be worked out. So I went on. Thanked him an left. Now fast forward. I get an email from GC. About my experience an survey etc. so I filled it out and explained I was satisfied but that I did leave confused. That I wanted a manager to contact me. And someone did call. It was in a voicemail. But thru a chain of events not related to this matter I had ** other things going on and didn’t get to call back. Now here it is feb *th. I have a new voicemail saying hey this GC. We have your mixer back. **And I’m just stunned. For one. That mixer was damaged in prob * different ways. And I don’t want it back. That’s why I returned it. Yes. It maybe been sent off. But I’m not all too sure they even knew what to look at to fix the proper problems with it. Because the guy didn’t even put that it had water damage on it. He jus said user wear an tear. An a volume tab. For two. Whatever happened. He said after Jan **th it would be settled for me not to worry about it. Today is feb *th. To enjoy the upgrade an I could come back within **days to purchase insurance for it. **I’m sorry for such a long rant. I jus wanted to type this out an email it so I didn’t forget anything ,so I could be clear on what happen. I don’t know what to say goin forward. I’m not trying to throw the associate under the bus. Because he really did try to help. I just assume this is how he had to write it up to make sure I had eqiptment to work with. As I said. I had been to the store * different times before I got a new item. If a loan was the case. They should’ve gave me a loaner on my first visit. So I’m not really blaming the associate. It’s getting to be Gc in general. About a year or so back I got double charged and had my money held up for a week til my refund went through. And had dealt with Cust serv for a longtime before it got lined out. Yea they gave me a $** gift card for my problems. But still I had over $*** held up for a week. And now here we go again. I’m not sure how to send this email to so I’m just gonna tag or to the store an cooperate. Don’t misunderstand please. I love Gc. A lot of great items. And it’s convenient but it seems like everytime now that I go and get something. If I have a problem that I get the run around. I didn’t want a loaned item. I never signed nothing saying I was getting a loaned item. Yes he did say some stuff about a loan. But I thought that’s just the way he had to write it up on his end to go ahead an get me on my way. Now I’m getting messages on my phone saying my old mixer is back. Not only do I not want the old mixer because like I stated above I’m not confident it’s even fixed properly. Because my information was never taken properly. The item I got has the same retail price. Had they just processed it an gave me the store gift card like normal. None of this would’ve ever happen. I had planned on going back an purchasing Further coverage on the newer item within the ** days. But now that I look. I can buy that from asurion or a different provider and not have to go through Gc , and furthermore this makes me not want to even purchase anymore items from Gc. Because it’s gettin to be a headache everytime I have a problem. **Look it up. I’m sure there records of returns on my account. Or under my phone number or email. Or that I asked to be contacted over this matter when I took the store survey. And that Gc gave me a credit last time because I was double charged for an item an it took my card over a week to be refunded. **I sincerely hope this matter can be cleared up. I’m not really upset with the associate because he has a job on the line. It’s just got to be an all around problem with Gc in general. I’ve looked that there a lot of customer problems filled with consumeraffairs.com . It’s public information. I looked it up before writing this email. I don’t want to go through all this, but when at most this matter should have been closed by Jan **th. At latest I was told. The bad part is I don’t know why I was even given “a loan” in the first place. **Thanks for taking the time to read this. I know it may seem like a small issue on your end. But to me it’s a big deal. I just wanted there to be a record of my complaint. And if Gc don’t make this matter right I will no longer be a customer, and I will complain myself to consumer affairs. I think At minimum I should receive a customer credit to the website. For my time trouble and aggravation Again! Thanks. BRYAN
They did. W
Longtime customer
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GuitarCenter.com

Return*exchange
Customer service issue
Reported by GetHuman2154103
Feb 7th, 2019 - 4 mons ago
I have an issue with GuitarCenter.com too
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GetHuman2154103 started working on this issue
Feb 7th 1:51pm
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Feb 7th 1:53pm