Thomann +1

LundiMardi

Long story short, received a faulty item from thomann, through no fault of their own i don't think.

Emailed them last week and was told to send it to them with all my information. I sent it on Thurs via standard post at a cost of €36.

I email them this morning to let them know that according to my tracking no., the item had been delivered this morning. I sent the mail @ 9.17.

I recieved a mail at 14.25 to say that a replacement has been shipped back to me.

That's good customer service i feel, tbh i would have preferred a refund as i wanted to buy a better quality item, but at the end of the day, it doesn't really make a difference really.

All in all, i'm happy. I've said on here before, always keep a record of your customer no., i think this makes a huge difference when they know they are dealing with a regular customer, i have never had a bad experience with them.

:cool:

feylya

You're still €36 out of pocket though.

jcoote

in fairness i think its worth the few bob to get somethin sorted quickly rather than having it go on for months and then have to pay the €36 anyway

feylya

It's cool they replaced it so quickly, but I would be annoyed that if I had to spend €36 to get something replaced that should have worked in the first place.

jcoote

well yeah that is true but we have heard some horror storries and as returns or the reliability of online buying goes its not that bad...how do u make out it wasn't thomann's fault lundi

LundiMardi

They refund postage if it's a faulty item, they don't if you're just generally not happy with what you receive.

I'll be scanning the postal receipt and emailing it to them tomorrow.

LundiMardi

jcoote wrote:

well yeah that is true but we have heard some horror storries and as returns or the reliability of online buying goes its not that bad...how do u make out it wasn't thomann's fault lundi

It was a drum module, it wasn't at all damaged on the outside and there was no damage to the packaging, i just think it was a manufacturing problem, i can't think of any way thomann would have known about it unless they check every single electrical appliance they sell, which is unlikely.

Savman

If that was musicstore.de they would've had the item picked up by UPS at their expense. :rolleyes:

Maccattack

they will refund the postage. i boufght an effects unit from them. it was faulty when i got it.

sent it back with a copy of the postal receipt. they paid up no probs.

LundiMardi

Savman wrote:

If that was musicstore.de they would've had the item picked up by UPS at their expense. :rolleyes:

To be honest, i don't think i would have wanted to rely on anyone to come pick it up, once i'm handling it, it WILL be sent when i want it to be. The more people involved, the higher chance of things getting ****ed up!

Although, in fairness, that's good of MusicStore:)

Savman

Well if UPS miss you they leave a shipping label that you can drop to your local depot with the item itself...

I've just had so many problems with Thomann in the past, people still rave about 'em but I dunno what all the fuss is about. They've rarely been anything other than inept in my dealings with them...

Johnny Storm

Thanks for the info, LundiMardi.
That's always the concern when you buy on-line.
Since the item was faulty then I'm pretty sure they will pay the €36 shipping.
Please keep us informed.

sei046

Thomann left a martin sitting outside my door all day. Just left it there with no idea if it was right house or anything. Kinda mad about that

LundiMardi

sei046 wrote:

Thomann left a martin sitting outside my door all day. Just left it there with no idea if it was right house or anything. Kinda mad about that

Well that wouldn't have been Thomann, it would have been the postal service used, either DHL or UPS.

sei046

Ye i know that but was referring to the running theme of items getting lost and a possible reason why. TBH i admire Musicstore for using UPS who have done a great job whereas Thomann dont seem to be following up on DHL

Eoin Madsen

Savman wrote:

If that was musicstore.de they would've had the item picked up by UPS at their expense. :rolleyes:

Yeah, after about three months.

Savman

Eoin Madsen wrote:

Yeah, after about three months.

No actually, the following day normally. Alas you don't know everything :rolleyes:

Shanannigan

when i returned my synth to thomann, they refunded the cost of postage too.. in the same payment as the order refund..

Eoin Madsen

Savman wrote:

No actually, the following day normally. Alas you don't know everything :rolleyes:

Normally? How many faulty items have they sent you?

Sarcasm aside, I've returned items twice to Musicstore, both within the last 2 years. In the first case I had to dispatch the item myself, and in the second case it was a month from the initial complaint until they dispatched a courier to pick up the item. This was only at my insistance, having not been reinbursed for my return shipping in the first instance. In that second time the whole returns process took over three months.

I returned an unwanted item to Thomann a few years ago and it took a fortnight all together.