2/5

posted Apr-09-2012

Been a loyal customer of Musician's Friend for a long time now. If i see a product i like that's available in MF, 99% of the time i buy it from them. Always offer affordable prices and the customer service is always pleasant.

I bought this UR28M audio interface from them. I finally got my product in the mail after it was backordered 3 times. I had to wait 2 and half weeks until i got my order in the mail. I setup this UR28M audio interface by Steinberg and enjoyed it for 3 days until it completely stopped working! I unplugged the interface from the outlet and rehooked it the next day. I noticed that the interface's button lit up and picked up some power but then died again within 3 seconds! I wasn't angry about this. This wasn't my problem. I understand there are defective products and the only thing you can do is return and exchange it for a new one or have them fix it.

HERE COMES MY PROBLEM. MUSICIAN'S FRIEND DOES NOT HAVE AN RMA DEPARTMENT!!! This is true because i got a call from them about this. What kind of an online retailer does not have an RMA department?! Especially a known company such as them?! I was stunned to hear about this. If you plan on having a defective product fixed or exchange in Musician's Friend, be prepared to be frustrated and annoyed for a looong looong time!

Anyway, I waited a week before the product arrived back to their warehouse. 2nd week comes, and not an email confirmation that says they've received the product back. I had to call to find out if they already have it. Now, i am on my third week and still, not an email from them saying if they are fixing it or going to exchange it. I HAVE TO CALL everytime i want to know what's going on. THIS IS ABSOLUTELY RIDICULOUS. It's not their fault that the product is defective of course. It's the manufacturer's fault. However, since i bought the d*mn thing from them they should at least notify me with the whole exchange/fixing process. But, because Musician's Friend claims that they don't have an RMA process. YOU HAVE TO CALL THEM YOURSELF TO FIND OUT WHAT THE HELL IS GOING ON! EVERYTIME!

I must've called at least 8 times already within this three weeks of waiting. And every time i call, i get different answers. I was told that they were gonna exchange it once the product arrives in their warehouse (another inconvenience is the lack of inventory.) But now, i was told they ARE STILL TRYING TO FIGURE OUT WHAT'S WRONG WITH IT and might take even more time to wait. This is just unacceptable. Never heard of an exchange process that takes over a month.

ALSO, good to note that Musician's Friend only accepts good reviews on their website!!! When you write an honest bad review of a certain product they reject it. Never thought a retailer i liked could scam their loyal customers.

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4/5

posted Jan-12-2012

Review Edited:

Freddy from Newegg Support was able to give me further details on what exactly might have happened with my situation (see original review). It came to my attention that whenever a product was put on "hold" on Newegg, it does not necessarily mean that it was Newegg nor your issuing bank was holding that purchase order. It could also mean that it was the Visa/Mastercard/Amex company that was holding your order. What Newegg can do provide anyone who's purchase was put on hold this information so that at least the customer is not confused as to who's fault it is. Because Freddy from Newegg has provided me a better explanation on my situation, i'd like to give Newegg a better rating.




Original Review:

I would give Newegg 5 stars if it hadn't for their transaction system. Newegg's customer service is pretty good. Waiting time doesn't take longer than 5 mins. They always provide the best prices. My dad and i had purchased many products from this site numerous times without any trouble.

But the most recent purchase i made was rather disappointing. I spent almost $1800 on computer hardware and one specific hardware was split up into another transaction (i was told it's because it's coming from another warehouse). Because this hardware was split from the rest of my order, obviously, now i have to do more than one transaction, causing for this order to put on "hold". Once i called Newegg's support, i was told that the "hold" was on my bank's end. Therefore, i immediately called my bank to release the hold. However, i was informed by my bank that there is no hold on that specific order. I have no limit restrictions as to how much i can spend as long as i have sufficient funds. I was told by my bank that it was Newegg's problem. I believed my bank's explanation because i looked at my recent transaction and there are no hold or pending on that specific order (that order does not exist my recent transaction to begin with).

Because of this inconvenience, i searched online about my issue and to no surprise. It has happened to many Newegg customers who purchased over $1000 worth. Meaning, it definitely is a problem on Newegg's end. I'm guessing the reason why this happens frequently is because Newegg only wants to make sure that the person purchasing is the actual card-holder which is understandable. But if the customer has been back and foth with Newegg and the bank, providing enough evidence that he/she is the actual card-holder, they should somehow able to release that "hold". Again, my situation and other has proven that the bank had no hold or pending whatsoever on the order.

I was told there is nothing to be done but to wait 3 calendar days to "try" and redo the order again. It doesn't even mean that it'll go through!!! I couldn't wait 3 more days so i ended up cancelling that order and having my brother by the product for me!

Newegg should look up on this issue because they already lost a few customers!

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