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Recent customer service experience with Moog Music was terrible
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I purchased one of their $3500 synthesizers 3 months ago. After a short time (within 30 days) one of its oscillators went silent. As their policy states anything manufactured after 1996 must go back to their Asheville NC factory, they approved an RMA and I shipped it back to them. They made repairs, shipped it back to me and within 3 hours of power on the same problem surfaced. I contacted them, they re-opened the RMA and I shipped it back to them the next day. They performed repairs and had my synthesizer for nearly a month on this second trip. On Thursday March 16th I was told by a customer service rep that it would ship that afternoon and that I should receive confirmation from the carrier. Having never received any such confirmation I started contacting them via phone, email and the contact form on their web site starting the following Monday March 20. I never received a response by Tuesday so I called, and got the rep's voice mail. I did get a return call stating no it had not yet shipped. As I needed the item by Friday the only option was Fedex 3 Day service. The rep told me I would need to pay for the difference between the expedited shipping and ground. I agreed to this. I never received any confirmation from Fedex or from the shipper so late Tuesday March 21 being very very frustrated at the prospect that it had not shipped and I wouldn't receive it in time AND I PAID for expedited service so that it WOULD ship on time, I sent a blistering email and also sent blistering content via the contact form on their web site after midnight Tuesday, NC time. The rep responded early the next day, with the Fedex tracking number. The rep also called my response "appalling". So to sum up, the item was back to Moog for a repair they didn't complete the first time, they had it for nearly one month, told me it would be shipped, nearly a week later they told me it hadn't been shipped, they charge my credit card for expedited shipping which wouldn't be necessary had the item shipped when they said it did, never offered an explanation as to why it didn't ship the prior attempt, and they can't understand why I'm angry over their lack of customer service, and call my justified anger, appalling? I should also mention that in my three months of ownership I have had the unit a total of 34 days while is has been with Moog for repairs or in transit, for 65 days.
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