Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] 1)The above response begs the question as to what actually was done for dollars plus for shipping round trip, besides a standard pad job replacing mediocre materials with the same quality materials. SRM saved $ on shop hours and materials by opting out of the bench work but I did not share the savings 2)I did not send this horn out for an appraisal I wanted the above issues addressed: key swedging, body tube alignment, tone hole repair, spring replacement, installation of top quality pads with dome metal resonators, installation of top quality shellac, installation of Selmer style m.o.p.s repair/replace frozen screws, leveling key cups, post alignment pads t.d.center etcetc. :a mechanical rebuild*** *** used to do this and more for bucksHe would take the body tube apart and using heat tap it into a mandrel to straighten the body tube and leave it there for a couple days. 3)It's nice to know that SRM guarantees work for a year that they opted out of doing in the first place. R.Bspent an hour on the phone trying to get me to spend another to strip the plating which I did not want to do and put in Roo Pads. That's a fortune to me. Should have just told me that in the first place so I could have opted out as well instead of replacing pads with life in them for no good reason and ignoring the mechanical rebuild 4)I am not shipping this horn out again unless someone decides to lay out the grand SRM says it's worthI spent on the horn plus on shippingthen another myself at MM to put in the pads I wanted myself
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are sorry the customer was not satisfied with the overhaul we did on his horn, a Selmer Mark VI Tenor SaxophoneWe maintain a policy to give a full one year warranty on any overhaul done in the store and also welcome any specific requests or recommendations from the customerWe never received
any specific recommendations or orders from the customer even though he spoke with Rod, our repair technician, at length when Rod described the repair processRod has been repairing horns for over years receiving rave reviews from top saxophonists including Stanley Turrentine, Michael Brecker, Sonny Rollins and Stan Getz, to name just a fewMany of the issues mentioned by the customer are options which are chosen at the discretion of the repair tech doing the workWe believe many of these options the customer mentioned, were suggested by other repair techs who seek to discredit others and steal away a good customerThose other repair techs were mentioned in the original letterThe issues were as follows: 1. Removing frozen pivot screws: Our technician opted to leave any frozen screws if the keys could be removed from the opposite sideSawing into the posts to remove the frozen screw would not only deface the horn, but seriously devalue the horn brining the value from about $10,to closer to $5,2. Replacing older springs: Our technician opted to leave older springs when they were working well because the replacement springs are made of inferior quality metal and tend to lose tension quicker and have a weaker responseSprings were replaced when absolutely necessary, also keeping more original parts and a higher resale value on the horn3. Filling or soldering irregular tone holes: Again, in the opinion of our repair tech, irregular tone holes were left if the pads could be properly seated to the irregularityFilling a tone hole not only changes the tuning of the note emanating from the hole, but drastically devalues the hornIn this case a $10,horn would be reduced to a value of about $4,Soldering tops on tone holes can work to some extent, but not only are these parts not original to the horn, they will lower the tuning of those notes and the entire horn will tune low4. The customer also claims that the horn was leaking: All of our repair team tried the horn before it was shipped and found no leaksIn fact, we all thought the horn was spectacularIf any leaks occurred, they happened after the horn left our shopCorrecting leaks is included in our one year warrantyThe owner just needs to return the horn to us so we can take care of the leaks5. The owner repadded the horn himself using materials from music medic: We cannot warranty a repad job done by another individual, but if the customer had asked us to use materials from music medic we would have been happy to do so since we carry their products6. The lower stack did not have thicker pads: Using thicker pads in the lower stack is a technique used by unskilled repair techs who rely on heavy clamps to seat a padAny good repair tech can seat a thin pad properly without using clampsThe advantage to using all the same thickness pads on the horn is that all the keys work in unison at the same height and the pitch is not altered We are not against doing any specific type of repair but would not do them without consulting the customer first, especially if it would devalue the instrumentOur policy is to perform the best repair possible without permanently altering the instrumentWe would love the opportunity to make this right and redo anything the customer had issues withPlease contact Scott R***, owner of *** *** ***c, at ###-###-####Thank you: Musically yours; Scott R*** *** *** *** *** *** *** ***
*** ** ***
*** *** Fax: ###-###-#### Website: *** Email: *** Like Us On Facebook: ***
Tell us why hereWe believe there was a miscommunication between this customer and our staff concerning exactly what we were going to do to his instrument, and what the customer thought should be done. We would have liked to have been told that there was a problem after the instrument was returned to him so we would have had an opportunity to correct any issues before the customer tried to solve them on his own. While not admitting any wrongdoing on our part, we strive to keep our customers satisfied. As a result, we will gladly refund the customer the $600 as he requested(check #[redacted]).
Business has not responded, has not forwarded refund
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] 1)The above response begs the question as to what actually was done for dollars plus for shipping round trip, besides a standard pad job replacing mediocre materials with the same quality materials. SRM saved $ on shop hours and materials by opting out of the bench work but I did not share the savings 2)I did not send this horn out for an appraisal I wanted the above issues addressed: key swedging, body tube alignment, tone hole repair, spring replacement, installation of top quality pads with dome metal resonators, installation of top quality shellac, installation of Selmer style m.o.p.s repair/replace frozen screws, leveling key cups, post alignment pads t.d.center etcetc. :a mechanical rebuild*** *** used to do this and more for bucksHe would take the body tube apart and using heat tap it into a mandrel to straighten the body tube and leave it there for a couple days. 3)It's nice to know that SRM guarantees work for a year that they opted out of doing in the first place. R.Bspent an hour on the phone trying to get me to spend another to strip the plating which I did not want to do and put in Roo Pads. That's a fortune to me. Should have just told me that in the first place so I could have opted out as well instead of replacing pads with life in them for no good reason and ignoring the mechanical rebuild 4)I am not shipping this horn out again unless someone decides to lay out the grand SRM says it's worthI spent on the horn plus on shippingthen another myself at MM to put in the pads I wanted myself
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***
We are sorry the customer was not satisfied with the overhaul we did on his horn, a Selmer Mark VI Tenor SaxophoneWe maintain a policy to give a full one year warranty on any overhaul done in the store and also welcome any specific requests or recommendations from the customerWe never received
any specific recommendations or orders from the customer even though he spoke with Rod, our repair technician, at length when Rod described the repair processRod has been repairing horns for over years receiving rave reviews from top saxophonists including Stanley Turrentine, Michael Brecker, Sonny Rollins and Stan Getz, to name just a fewMany of the issues mentioned by the customer are options which are chosen at the discretion of the repair tech doing the workWe believe many of these options the customer mentioned, were suggested by other repair techs who seek to discredit others and steal away a good customerThose other repair techs were mentioned in the original letterThe issues were as follows: 1. Removing frozen pivot screws: Our technician opted to leave any frozen screws if the keys could be removed from the opposite sideSawing into the posts to remove the frozen screw would not only deface the horn, but seriously devalue the horn brining the value from about $10,to closer to $5,2. Replacing older springs: Our technician opted to leave older springs when they were working well because the replacement springs are made of inferior quality metal and tend to lose tension quicker and have a weaker responseSprings were replaced when absolutely necessary, also keeping more original parts and a higher resale value on the horn3. Filling or soldering irregular tone holes: Again, in the opinion of our repair tech, irregular tone holes were left if the pads could be properly seated to the irregularityFilling a tone hole not only changes the tuning of the note emanating from the hole, but drastically devalues the hornIn this case a $10,horn would be reduced to a value of about $4,Soldering tops on tone holes can work to some extent, but not only are these parts not original to the horn, they will lower the tuning of those notes and the entire horn will tune low4. The customer also claims that the horn was leaking: All of our repair team tried the horn before it was shipped and found no leaksIn fact, we all thought the horn was spectacularIf any leaks occurred, they happened after the horn left our shopCorrecting leaks is included in our one year warrantyThe owner just needs to return the horn to us so we can take care of the leaks5. The owner repadded the horn himself using materials from music medic: We cannot warranty a repad job done by another individual, but if the customer had asked us to use materials from music medic we would have been happy to do so since we carry their products6. The lower stack did not have thicker pads: Using thicker pads in the lower stack is a technique used by unskilled repair techs who rely on heavy clamps to seat a padAny good repair tech can seat a thin pad properly without using clampsThe advantage to using all the same thickness pads on the horn is that all the keys work in unison at the same height and the pitch is not altered We are not against doing any specific type of repair but would not do them without consulting the customer first, especially if it would devalue the instrumentOur policy is to perform the best repair possible without permanently altering the instrumentWe would love the opportunity to make this right and redo anything the customer had issues withPlease contact Scott R***, owner of *** *** ***c, at ###-###-####Thank you: Musically yours; Scott R*** *** *** *** *** *** *** ***
*** ** ***
*** *** Fax: ###-###-#### Website: *** Email: *** Like Us On Facebook: ***
Tell us why hereWe believe there was a miscommunication between this customer and our staff concerning exactly what we were going to do to his instrument, and what the customer thought should be done. We would have liked to have been told that there was a problem after the instrument was returned to him so we would have had an opportunity to correct any issues before the customer tried to solve them on his own. While not admitting any wrongdoing on our part, we strive to keep our customers satisfied. As a result, we will gladly refund the customer the $600 as he requested(check #[redacted]).