The End to My Musician’s Friend Drama
August 27, 2008
I finally got some resoltion in my Musician’s Friend ordeal. They finally refunded my money. Along the way, we discovered that UPS filed the damage claim under the wrong tracking number, and for that reason, the damaged box never made its way back to Musician’s Friend. Here’s the wrap-up of how it happened:
- 7/24 at 3:35 PM – Delivery of HP Imaging Drum
- 7/25 at 10:40 AM – Delivery of damaged Musician’s Friend package
- 7/25 at 4:27 PM – Damage inspection scheduled, but filed under HP’s tracking number by UPS
- 7/31 at 3:59 PM – Musician’s Friend’s package inspected then delivered by mistake to HP because of the tracking number mix-up
- 8/15 at 11:43 AM – After patiently waiting for my refund, I check to see what’s holding things up, discover the tracking number mix-up and have UPS switch the damage claim to the right tracking number
Fortunately for me, UPS was very helpful in all this. Their customer service was excellent in tracking down the problem and making sure it got resolved. Musician’s Friend, on the other hand, was horrible to deal with. In fact, they were quite hateful. Check out a few excerpts from an email support session I had with a woman named Stefanie at Musician’s Friend below.
Along the course of our conversation, Stefanie first subtlely and then blantantly accused me of not shipping back the right package. She tried everything she could to dismiss me and deny my claim instead of working with me to understand the tracking number the mix-up and make it right. It guess it’s easier just to take a customer’s $1,000 and run.
My favorite part is when she apologized for the “inconvenience.” Yeah, just a $1,000 inconvenience!!! I guess if it’s not your money, you don’t really care. Check it out for yourself:
* * * * * * *
From William Whitt
08/15/2008 09:54 AM
UPS informed me today that the package had indeed been sent to the wrong address. They are currently placing a tracer on tracking #1Z 1A7 15V 03 6019 004 0. They will be in touch with you about this.
Please keep me up to date.
* * * * * * *
From Stefanie
08/15/2008 10:27 AM
Dear Musician,
Thanks for writing. The tracking number 1Z1A715V0360190040 was the tracking number of the shipment from us to you, which was the original tracking number that had the damage claim on it. Which features the correct weight, correct shipping information, etc.
Tracking number 1ZW4Y5150135083105, which is what you provided to us for the package going back to us was only 4 pounds and went to California. Not only would it have been sent to the incorrect address, but it would have had over 40 pounds of the shipment missing.
In the event that a package is reported as damaged, it is sent back to us with the same tracking number. So, we’re all confused as to where this new return tracking number came from and what the purpose was for it. UPS uses the same original tracking number so that we, as well as they, can investigate the entire shipment, and not just the return process.
As for a trace beginning on the 0040 tracking number, it is showing as delivered, signed for, and then damaged. There wouldn’t necessarily need to be a trace since we know where the shipment is. UPS also has to inspect the package once it’s delivered for damage. We’re showing that the claim was not made till August 15, a full 20 days after the package was even delivered.
I’m sorry to say this, but I’m not positive that this damage claim is going to go well with UPS. If they can’t inspect the original shipment, which is highly unlikely being that it’s been out of their hands for nearly 3 weeks, the claim will be denied.
We apologize for any inconvenience.
* * * * * * *
From William Whitt
08/15/2008 10:41 AM
The original damage claim was made on 7/27, but UPS put it under the wrong tracking number. The tracking number UPS used was from an HP imaging drum that was delivered to the same address. However, I took that drum to work with me, and it has been used. That box was thrown away.
The package UPS picked up for the damage claim was the fifty pound box filled with damaged mics, stands, cables, and a light. They took it away, and it ended up at HP’s warehouse, apparently. They list the new claim as originating today because it was just today that we straightened out what happened. But I called UPS originally on 7/27. They said they will either find the box and ship it to you or file a loss claim. Either way I get my money back.
Keep me informed of your progress with UPS.
* * * * * * *
From Stefanie
08/15/2008 10:45 AM
Dear Musician,
That still doesn’t make sense considering our shipment was nearly 50 pounds, and the tracking number that you claim was shipped to HP’s warehouse that was really our gear, was only for 4 pounds. I’m sorry, sir, but I would recommend obtaining the correct tracking number for your damage claim. Nothing seems to be matching up with the information you’re providing and the information we already have on file.
Please feel free to contact us if you have any more questions or concerns.
We appreciate you choosing Musician’s Friend.
* * * * * * *
From William Whitt
08/15/2008 10:50 AM
The box they took was 50 pounds, but since the claim originated under HP’s tracking number, the information from the original HP shipment (an imaging drum) was used. I have given you all the tracking numbers involved.
******* Here’s where it starts getting good, *******
******* and she’s caught in her lies. *******
From Stefanie
08/15/2008 10:56 AM
Dear Musician,
If the claim originated under the HP tracking number, it would have been noted so on the tracking. Which it does not. The correct department will be in touch with you with any updates regarding this claim.
With the information we already have regarding this debacle, I am not positive that anything will be approved as damaged by UPS unless the damage inspection was made the day of delivery.
Please feel free to contact us if you have any more questions or concerns.
We appreciate you choosing Musician’s Friend.
* * * * * * *
From William Whitt
08/15/2008 11:58 AM
I must respond to something you said. To quote you: “If the claim originated under the HP tracking number, it would have been noted so on the tracking. Which it does not.”
This is very untrue. Look it up for yourself and see! Allow me to copy and paste a line from the tracking data on the HP tracking number (1Z W4Y 515 01 3508 310 5):
PRINCETON,
WV, US 07/25/2008 4:27 P.M. DAMAGE INSPECTION SCHEDULED
Note the day and time: 7/25 at 4:27 p.m. If you look at the Musician’s Friend tracking information, you’ll see that my damage claim was made the same day the package arrived after I got home from work to see the mangled box UPS had left behind. To quote from the Musician’s Friend tracking information:
PRINCETON,
WV, US 07/25/2008 10:40 A.M. DELIVERY
Delivery -> 6 hours later -> damage claim.
IT’S SIMPLE. What makes this more complicated than usual is that UPS filed the claim under the wrong tracking number. That’s all. So let’s get this package back and get my money back! But please don’t tell me I didn’t make a claim or that I didn’t make it in a timely fashion. I did! And I just proved it. So don’t put any of the blame on me here. I’m doing the best I can to work through a very difficult situation, and I don’t need accusations that are very easily disproven with a quick visit to UPS.com.
Now that we’ve established that I actually did file a damage claim, the next step is to verify that the package in question is actually the fifty-pound box containing mic cables, mics, stands and a stage light. To find this out, you need to call UPS and ask for the results of the inspection. Clearly, the inspector will be able to say whether the package he looked at was either an HP laser printer imaging drum or a box full of microphones, stands, cords and a light.
I would call and ask UPS myself, but they won’t give me any results of the claim. The claim is between the sender (YOU) and the shipper (UPS). If you call and ask them for the results of the inspection and give them both of the tracking numbers involved, they should tell you what they found. That will answer a lot of questions. That should tell us what box they took back for damage claim.
Please keep me informed as you do this.
All the tracking data is on the HP tracking number:
1Z W4Y 515 01 3508 310 5
Recently UPS opened a claim on the MF number, noting it as the one that should be been used in the first place:
1Z 1A7 15V 03 6019 004 0
******* Caught in her lie, she retreats *******
From Stefanie
08/15/2008 12:14 PM
Dear Musician,
Once UPS has given us the information needed for the claim, it will be processed. You will be contacted with any information that needs to be given to you. As for now, this e-mail is solved and will remain so until UPS has provided us with the damage claim information.
If you would like to place an order, please call 800-391-8762 or visit our website at http://www.musiciansfriend.com .
Please feel free to contact us if you have any more questions or concerns.
We appreciate you choosing Musician’s Friend.
* * * * * * *
I just love the irony of how she ends with the canned phrase, “To place an order…” You can rest assured I’ll never place an order from them again!
I’ve never been so offended by a customer service representative in my life. She had $1,000 of my money, and she also had exclusive access to information about the claim (since UPS will not discuss damage claims with anyone but the sender). And basically, all she said was, “I’m done talking to you.” Unbelievable.
I don’t write this blog entry out of spite or even anger. I just did it to try and prevent anyone else from falling into this trap. Musician’s Friend is a terrible, terrible company. Steer clear!
UPS Saga Continues
August 18, 2008
Last Friday, I learned that the damaged package I tried to send back to Musician’s Friend ended up at HP (the printer maker), thanks to a tracking number mix-up. Now, $1,000 worth of my mics, stands, cords, etc. is lost in their warehouse somewhere.
Will I get my money back if they never find it? It’s unclear, but if the unfriendly people at Musician’s “Friend” are any indication, it’s not looking good. They’ve been a real pain throughout this whole mess. (More on that later.)
What’s my next option? Probably dispute the charge on my card. Any other suggestions on how I can get my $1,000 back?
Musician’s Enemy – The Saga Continues
August 1, 2008
Here’s part two of my continuing adventures dealing with Musician’s Friend.
To briefly recap, I had ordered drum mics, cables, and stands on a tight deadline half a month ago. I assumed it would be no problem. But the first pacakge arrived so badly beaten up that I had everything sent back (via UPS damage inspection). This week, I got the replacement items from Musician’s Friend. Below, you can see the new package:
I know what you’re thinking: “What company in their right mind would send a replacement package just a little less beaten up than the first one?” Musician’s Friend, apparently. Look at the 3rd grade tape job they did around the sides. And because things were not packed tightly with styrofoam, the delicate mics inside sloshed around into each other. It’s a good thing Shure packages their mics well individually with bubble wrap.
This time, the damage wasn’t bad enough to have it returned, but it was bad enough that I know I’ll never shop from them again. To summarize my complaints:
- I ordered these items on July 15. They didn’t process the order until July 19, when I called to ask what the heck was going on with my order.
- They canceled one part of my order without letting me know. Surprise!
- They sent one incorrect item (a PAR 64 LED instead of the PAR 64 LED PRO, which costs $100 more).
- The first shipment arrived so badly beaten up that it all had to go back.
- The second shipment arrived in bad shape too.
That’s it between you and me, Musician’s Enemy. I’m officially breaking up!
UPS + Musician’s Friend = My New Best Friends
July 25, 2008
We’re trying to get real drums up and running by next week at Wade. For that to work, I’ve ordered a drum isolation booth, almost $2,000 worth of drums mics, cables, and stands… And here’s how it arrived:
Good times. Now, UPS says they’ll pick it up to look at all the damage (shouldn’t they have seen it before they dropped it off?), which could take eight days. Musician’s Friend is willing to overnight replacement items to me, but only after verifying the damaged ones are heading back to them.
Here’s the catch: I need the items by Friday (a week from today). That’s when we’re flying a sound engineer from Florida in to install a new system and tune everything up. Given, that I ordered the goods on July 15, I didn’t think this would be a problem. But, lo and behold, Musician’s Friend didn’t even start shipping it out until July 19 when I called to ask where the heck my order was. I also found out then that they didn’t have one of the LED PAR cans in stock and would only be shipping me one instead of two. Thanks for not telling me that! I’m on a deadline here. And the way they packed these things, you’d think a third grader did it! The individual boxes were just stuck inside the shipping container — no styrofoam peanuts, hardly any brown paper, nothing… just a bunch of expensive equipment banging back and forth inside this big box.
I’m just about to pull my hair out dealing with these people.
By contrast, I ordered one part of the setup — a Sennheiser e902 kick drum mic — from Sweetwater, since Musician’s Friend was out of stock. I ordered it on the same day, and that box arrived within a few days in perfect condition. No order delays. No changes in the order. No poor shipping.
Hmmm, wonder who I’ll order from next time?
In their defense, the Musicians Friend people have been really nice about this, and they’re trying to be helpful. But, man, this has been a nightmare!
