complain of service at Bras Basah Blackwood

[Joe_marystar]

I bought the last piece Pedaltrain Pro SC on 17/5/10 from the bras basah branch. As it was my first time buying a pedaltrain, i just check the board and the softcase, sling etc. This pedal train was meant to be a birthday gift for a friend.
On 20/5/10, i met up with the birthday boy and pass him the pedaltrain. The night he went back , he tried to fix up his pedals to the board. Only then he realised the velcro were all the same, as in velcro suppose to have 2 layers, the hooks and the loops. So the next day, 21/5/10, he bring down velcro and the receipt to go down to bras basah branch to exchange for the correct one but the shop assistant or the in charge say cannot exchange, stating is the dealer who pack the velcro inside. So my friend argue back stating that since Blackwood are their distributor in Spore, they should shoulder the responsiblity of customer service and to assist in exchanging the velcro to the correct one. After some arguments, they shop give in and exhanged velcro but using the velcro from a PT1 . There my friend got angry again cause he argue that, his was a Pro series one, so how can the velcro length of a PT1 be enough, again they argue. In the end the staff give my friend the correct length.
So my question is : is exchanging this velcro thingy so troublesome for Blackwood? We consumers pay the ERP and parking and go down ourselves to do the exchange, and the staff still wanna reject our exchange. Please do enlighten me, people from Blackwood management team. Get back to me at joe_marystar@yahoo.com.sg

And to all musicians or consumers, please check your purchased goods properly before leaving the shop.

 

[subversion]

distributors do not inherit the manufacturer's guaranty/ warranty/ promo by virtue of association. the right to exchange exists because buying-selling is a contract under the law. when the buyer does not receive Product X according to the specs, it becomes a breach of contract. this would invoke buyer rights pertaining to the transaction concerned.

 

[Jumpin'Jellybean]

distributors do not inherit the manufacturer's guaranty/ warranty/ promo by virtue of association. the right to exchange exists because buying-selling is a contract under the law. when the buyer does not receive Product X according to the specs, it becomes a breach of contract. this would invoke buyer rights pertaining to the transaction concerned.

I don't understand that, but Singapore very simple, so many people love to complain.
If Blackwood don't change, go straight to Pedaltrain la! Life is simple, actually.

 

[dodgethis]

That's not bad service, OP. Bad service is if they had told you in unpleasant terms to screw off. And seeing from your description, your friend got angry despite them going out of their way to help your friend. That's rather unbecoming of him. Did your friend even check with them before going down if an exchange was possible? No need for wasted trip! And doesn't mean he goes to the shop means they are obliged to change for him.

Anyway, Pedaltrain may require an RMA process for products that are found to be faulty that does not go through the distributor and be done directly to them. Why not check with them? If they say is go to distributor, then you go to them with the e-mail. And just FYI, Ebenex is the distributor, Blackwood is but a reseller.

http://www.pedaltrain.com/Where_to_buy_(1)/Distributors#Singapore

 

[maleo_boom]

I, too, am not a great fan of Blackwood Guitars' services.

On a particular Friday, I went down to the shop with the hope of getting a Marshall 15CD. They told me that it will be arriving that weekend. So later that night, I called them and left my name and number with them, requesting for them to phone me when the stock arrives.

The weekend passed and I did not receive any phonecalls from them. So the following Monday, I phoned them again, inquiring about the amp. They told me it should arrive that day(Monday), but it would be safer to come on Wednesday, in case something crops up. On Wednesday, I called once again to enquire, and there was still no stock.

It has been at a month now, and I have yet to receive a phone call from them regarding the amp. Although I have already gotten my amp elsewhere and am already not intending to get it from Blackwood Guitars, it really puzzles me as to why they would want to tell me time and again that the stock was to arrive soon, when it clearly was not.

Not to mention the price inconsistency. At the shop, the price I was quoted was 145sgd. However, over the phone, a different person quoted me a price of 150sgd. Is that how the price system works? Having the price of their good subjected to the call of each staff member?

Hopefully my experience will allow others to be more aware about the workings of this shop.

 

[Godspeed64]

The complains stated here are pretty trivial IMO. This ain't bad service, bad service can be found elsewhere.

And regarding the pricing issues, happens to any shop. The pricing is fixed only once the item has arrived and has a price tag on it! And if you need that kinda Marshall, Davis should be where you're looking at, not BWG.

 

[maleo_boom]

The reason why I went to BWG was because Davis was out of stock, and their stock would be arriving in about a month's time now.

 

[squirrel]

Blackwood has excellent service, I've bought all my gear from them and I don't think i'll ever have the same level of trust and understanding as I do with Blackwood guitars. All your complains are pretty trivial and can really be solved by just giving David a call, he'll be more than happy to help.

 

[superpotato_30]

I think all your personal squabbles should be settled personally.

 

[superpotato_30]

I, too, am not a great fan of Blackwood Guitars' services.

On a particular Friday, I went down to the shop with the hope of getting a Marshall 15CD. They told me that it will be arriving that weekend. So later that night, I called them and left my name and number with them, requesting for them to phone me when the stock arrives.

The weekend passed and I did not receive any phonecalls from them. So the following Monday, I phoned them again, inquiring about the amp. They told me it should arrive that day(Monday), but it would be safer to come on Wednesday, in case something crops up. On Wednesday, I called once again to enquire, and there was still no stock.

It has been at a month now, and I have yet to receive a phone call from them regarding the amp. Although I have already gotten my amp elsewhere and am already not intending to get it from Blackwood Guitars, it really puzzles me as to why they would want to tell me time and again that the stock was to arrive soon, when it clearly was not.

Not to mention the price inconsistency. At the shop, the price I was quoted was 145sgd. However, over the phone, a different person quoted me a price of 150sgd. Is that how the price system works? Having the price of their good subjected to the call of each staff member?

Hopefully my experience will allow others to be more aware about the workings of this shop.

Sometimes the item ordered has been backordered meaning there is probably no stock or some miscommunication with regards to the arrival time of the item you are looking for. By constantly pesturing them it will not make the item any faster than the supposed time.

Often the info the shop gives you is probably what the manufacturers tell the shop themselves. It is unfair to put the shop in such a position and put the entire blame on them. Sometimes its best to put ourselves in their shoes. I understand the wait can be frustrating but its not as if u've paid a downpayment or sent payment or anything of that sort. The whole idea is patience.

My point is you may not be in the wrong but pesturing the shop isnt gonna make things better neither will slamming them online.

Im not an endorsee of the shop in anyway so dont take things wrongly. Neither have i had excellent customer service from them but at least its been smooth sailing from them to me.

 

[predz23]

LOL why wait for blackwood? Davis has a ton of Marshalls since they are the dealer and an MG15 is incredibly common. Why complain about blackwood when the product you want is in some other store?

 

[maleo_boom]

The particular one I wanted was out of stock. The mg15 with no effects costs 140 and the one with effects cost 215. I wanted the one without effects, and I wasn't intending to pay extra 75 to end the wait.. Btw these aren't the only two shops I visited to look for the amp

 

[Jumpin'Jellybean]

Other shops have meh? Never see before.
Why only Marshall? Other amps are comparable to Marshall, even at the smaller wattage solid state area.

 

[ciki]

imo, all these are small issues...if this is consider bad service, then wait till you receive real "bad service" from other retailers...
btw, i dont work for/support blackwood by saying these, just that i had received the real "bad service" from others.