Music Lessons, Little Rock
Thinking about ordering gear online? Read this first if you're considering Musician's Friend
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If you're a student here, or have been following our studio blog, you know about our performance programs and jam sessions.
Recently, I heard about one of the coolest pieces of gear to come out in a long time, the JamHub. Immediately, I knew this was a great fit for our studio. We could rehearse our student bands or have a jam session any time we wanted without interrupting lessons or making the neighbors mad!
In fact, we have a new class starting next month, Jam School, that will incorporate the JamHub. We announced it on our studio email newsletter Tuesday. Check out our facebook page for more info.
So, I decided to set up a jam room for the studio. We needed the big Jamhub, another electronic drum kit, multi-effect units for guitar players, mics, stands, cables, headphones, extenders, everything.
We worked with our friends over at the Little Rock Guitar Center, Blake and Jerry, but they were back-ordered on several things we needed so I decided to just get everything online. (Thanks for your help guys!)
Even before we opened in 2006, I used online stores to order gear. Musician's Friend, American Musical Supply, Sam Ash, Sweetwater, zZounds, etc. Generally, always had a good experience ordering online...
Until now!
So, I hit Musician's Friend first. I put everything I needed into the cart and find half of it is back-ordered as well. (I later found out that Guitar Center and Musician's Friend are under the same ownership - which explains the back-order).
After pricing alternatives for drums, the JamHub accessories, etc., all alternatives were higher priced and added several hundred dollars to the order.
So, I go to American Musical Supply, and find everything I need, in stock, for the same price. Excluding bulk mic/xlrs/instrument cables. So I think, "I'll order the big, expensive equipment from AMS because they're in stock and order the bulk equipment from Musician's Friend to spread the wealth".
I don't fault Musician's Friend for being back-ordered ... but as you will see, I fault them for the poor service I got after the order.
Musician's Friend sent a "temporary order number" email immediately after the order placed. As did AMS.
The next day, I received an order confirmation and shipment email from AMS. Nothing from Musician's Friend. No big deal, it was just the next day.
Wednesday, I get confirmation from AMS that I'll have everything by Friday as promised, with tracking numbers. This reminded me that I still had nothing from Musician's Friend except the temp order.
So, I call them to check. I was told the temporary order was legit, not sure why I didn't get another email. Was told the order had not been processed for shipment but that they would put a "move immediately" order in to get it shipped.
I asked about getting the order at the same time as the AMS order, which I should have if the fulfillment process worked right. After discussion, the rep talked with their supervisor and agreed to change it from ground to second day air.
Problem fixed ... or so I thought!
Last night, 8:34 p.m., I received the confirmation email from Musician's Friend "Your Order has Shipped!" - USPS ground 5-8 day delivery. WTFrank?!?!?!
Not only that, but the tracking numbers on the email are not recognized by the tracking website.
So I call this morning. Get another rep who tells me that they can't tell if it is 2nd day air or ground and that the tracking orders were not recognized because "they" probably just haven't scanned the boxes yet.
So essentially, "Dude, don't know - can't help you. Check for yourself, later"
Really Musician's Friend? This is the best you can do? You already missed out on a few grand to AMS for being back-ordered. But with this customer service, your pushing me to anyone but you for future orders!
I'm going to hit up Musician's Friend support and email this for their review. I'll let everyone know how it turns out.
If you're a student here, or have been following our studio blog, you know about our performance programs and jam sessions.
Recently, I heard about one of the coolest pieces of gear to come out in a long time, the JamHub. Immediately, I knew this was a great fit for our studio. We could rehearse our student bands or have a jam session any time we wanted without interrupting lessons or making the neighbors mad!
In fact, we have a new class starting next month, Jam School, that will incorporate the JamHub. We announced it on our studio email newsletter Tuesday. Check out our facebook page for more info.
So, I decided to set up a jam room for the studio. We needed the big Jamhub, another electronic drum kit, multi-effect units for guitar players, mics, stands, cables, headphones, extenders, everything.
We worked with our friends over at the Little Rock Guitar Center, Blake and Jerry, but they were back-ordered on several things we needed so I decided to just get everything online. (Thanks for your help guys!)
Even before we opened in 2006, I used online stores to order gear. Musician's Friend, American Musical Supply, Sam Ash, Sweetwater, zZounds, etc. Generally, always had a good experience ordering online...
Until now!
So, I hit Musician's Friend first. I put everything I needed into the cart and find half of it is back-ordered as well. (I later found out that Guitar Center and Musician's Friend are under the same ownership - which explains the back-order).
After pricing alternatives for drums, the JamHub accessories, etc., all alternatives were higher priced and added several hundred dollars to the order.
So, I go to American Musical Supply, and find everything I need, in stock, for the same price. Excluding bulk mic/xlrs/instrument cables. So I think, "I'll order the big, expensive equipment from AMS because they're in stock and order the bulk equipment from Musician's Friend to spread the wealth".
I don't fault Musician's Friend for being back-ordered ... but as you will see, I fault them for the poor service I got after the order.
Musician's Friend sent a "temporary order number" email immediately after the order placed. As did AMS.
The next day, I received an order confirmation and shipment email from AMS. Nothing from Musician's Friend. No big deal, it was just the next day.
Wednesday, I get confirmation from AMS that I'll have everything by Friday as promised, with tracking numbers. This reminded me that I still had nothing from Musician's Friend except the temp order.
So, I call them to check. I was told the temporary order was legit, not sure why I didn't get another email. Was told the order had not been processed for shipment but that they would put a "move immediately" order in to get it shipped.
I asked about getting the order at the same time as the AMS order, which I should have if the fulfillment process worked right. After discussion, the rep talked with their supervisor and agreed to change it from ground to second day air.
Problem fixed ... or so I thought!
Last night, 8:34 p.m., I received the confirmation email from Musician's Friend "Your Order has Shipped!" - USPS ground 5-8 day delivery. WTFrank?!?!?!
Not only that, but the tracking numbers on the email are not recognized by the tracking website.
So I call this morning. Get another rep who tells me that they can't tell if it is 2nd day air or ground and that the tracking orders were not recognized because "they" probably just haven't scanned the boxes yet.
So essentially, "Dude, don't know - can't help you. Check for yourself, later"
Really Musician's Friend? This is the best you can do? You already missed out on a few grand to AMS for being back-ordered. But with this customer service, your pushing me to anyone but you for future orders!
I'm going to hit up Musician's Friend support and email this for their review. I'll let everyone know how it turns out.
Posted by Jason at 3 Mar 2011 
Categories: Soapbox, Info
Tags: jam session guitar lessons bass lessons drum lessons little rock music lessons piano and voice lessons songwriting
Categories: Soapbox, Info
Tags: jam session guitar lessons bass lessons drum lessons little rock music lessons piano and voice lessons songwriting
Hey there! My name is Justin and I work for Musician's Friend.
That is most certainly NOT the best we can do! There was definitely something that went wrong here and there was a miscommunication somewhere between you, the agent(s) who helped you, and our warehouse. This is definitely not the norm and is definitely not supposed to happen.
Email me the order number and let me make this right for you: forums@musiciansfriend.com.
Cheers!
-J
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Thanks for the quick reply Justin. You have mail in your in box!
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For the absolute best online customer service and shipping times, you have to shop Sweetwater. The prices are not the lowest, but they ship FAST, free and on time. And they are super helpful. Quality is worth the cost. (I am not affiliated with Sweetwater.)
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Thanks for commenting. I've always had good experience with all online stores (and I'm one of those guys that geek out when the new gear catalog comes out). Sweetwater is good, ordered a ton from them as well.
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Hey...thanks for posting this and for the blog. Really useful and I look forward to checking it regularly. Great info, resources, etc.
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While your experience with Musician's Friend was kind of a bummer I really appreciate the heads up on the JamHub. My band has been getting harassed by the neighbors recently. That thing would save us some serious trouble. Cheers!
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hey thanks for providing some cool information. Looking forward to visit back regularly.
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(I later found out that Guitar Center and Musician's Friend are under the same ownership - which explains the back-order)
OK, so that's something I definitely didn't know. It seems there are a lot of products that way.. I was shopping cookware the other day and after extensive research found examples of same company with different brand names.
Hey.. cool the Musician Friend pp replied to your post!
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That experience was a bummer! Thanks for this post. This is very useful information. I'm looking forward to visit your blog regularly for updates.
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Wow Justin, great reaction, you have restored my faith in online ordering
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I have had some trouble with Musician's Friend as well. The customer service rep sent me the wrong software, and I opened the box before realizing it. Then they wouldn't accept the return because the software was opened... what trouble!
I have since found that companies like Guitar Center have much better customer service.....
- if you're looking for great rock music, check out the Semitone band at www.semitonemusic.com
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I'm planning to buy an acoustic guitar. And I don't know where I should buy. Online or to actual store.
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seen a couple of complaints about musiciansfriend now... makes me wonder if they're really my friend
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Ain't that a shame. I'm sorry for your trubs.
Btw, here's my musical thought of the day:
It seems that life has two major (positive) things for every one minor (negative) thing in general. I like how this correlates to 2 major notes in each triad and 1 minor note. E.g. C E G, C and G are major tones in the scale, but the E is a minor tone.
And of course this is true with FAC and GBD as well.
This just occurred to me today.
Best,
~ Zac Sullivan ~
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