American Musical Supply

Initial Business Response / [redacted] (1000, 5, 2016/05/12) */ Order # [redacted] Customer purchased, SKU:PIO DDJSB2, [redacted] DDJSBDJ Controller for SeratoThe software that is associated with the purchase of this item is available (for free) only via an internet download which can be found via this link: https://www.pioneerdj.com/en-us/support/software/ddj-sb2/ The information regarding the software being available via download only can be found via this linkThe content of the listing states: Included Software: Serato DJ Intro (free download) http://www.americanmusical.com/Item--i-PIO-DDJSB Should the customer no longer be able to access the internet at his Mother-In-Law's home, or at a local library with internet access (which we also recommend the customer attempt), we have a money back guarantee for this itemWithin 45-days from the date of shipment we will gladly accept the parcel back should the customer choose to return the item Additionally, posted is, "American Musical Supply reserves the right to correct pricing and/or product specifications in the event of typographical errors, which is posted on our website." Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Any business can say that they reserve the right to change what they do, how they price their services, and what their responsibilities areDoes that make this an acceptable business practice? No Final Business Response / [redacted] (4000, 9, 2016/05/16) */ In checking directly with [redacted] (800-872- 4159, option 3, Professional DJ Department), [redacted] does not offer a hard copy disc of the software referencedShould there have been units that shipped to retailers with an included "software disc", the disc merely contained a hyperlink to their ( [redacted] ) website We again offer that should the customer not be able to access internet service to download the included (on-line only) software, that our 45-day money-back guarantee be utilizedThis return policy in part reads: If you are not completely satisfied with any item purchased from AMS, return it to us within days of the shipping date, and we will refund your money or help you with an exchange All packages returned to AMS must have an Electronic Return Label, or a Return Authorization #Provided the item shows no sign of wear or abuse, we will refund your money without any restocking feesIf you want to make an exchange, we'll even pay the shipping and handling to send the merchandise to you (Excludes international shipments)Our telephone agents can be reached days a week, 7:00am - 11:00pm Central at 800-458- Note: This order ( [redacted] ) shipped on 4/29/

Initial Business Response / [redacted] (1000, 7, 2015/06/24) */ ***Document Attached [redacted] We have in no way tried to avoid Mr [redacted] and are willing to work with Mr [redacted] at this time We have replied to the emails that Mr [redacted] sent (see attached)Dated both 6/2/and 6/7/Additionally, I have attached a transcript of the chat Mr [redacted] references in his complaint During this chat exchange (06/07/6:15.20pm), he states, "well it didnt pass when I made several attempts to purchase it so when the company had it advertised I made all attempts to make a purchase through the merchant"Additionally, he continues (06/07/6:20.51pm), "when a customer is trying to purchase a product that your company listed and denied the purchaser for no reason"Generally, if a customer is denied purchasing it is due to a credit/verification issue or the link/promotion has expiredYet we have no record of that transaction taking place We certainly apologize for any confusion or inconvenience Mr [redacted] has experienced due to this situationAt this point, I will be willing to provide Mr [redacted] with SKU: NAT for $and SKU: NAT for free (with the purchase of NAT 22817)Should Mr [redacted] accept our discounted offer, I will gladly send instructions on how to complete the purchase Should the document links not work with the email copies or chat transcript, or should you require any additional please let me know so that I may get those sent over to you Best regards, [redacted]

Initial Business Response /* (1000, 8, 2015/06/19) */
A refund was returned to *** *** Visa on 05/28/in the amount of $and $on 06/05/He has indicated that he had two charges totaling $*** *** would need to contact American Musical Supply at
XXX-XXX-XXXX if he does not see this refund oh his card

Initial Business Response /* (1000, 5, 2017/01/24) */
Hello Will and Revdex.com,
Since the complaint was filed, we have spoken to the customer to resolve the issueThe customer has received their order
Initial Consumer Rebuttal /* (2000, 7, 2017/01/24) */
(The consumer indicated he/she ACCEPTED
the response from the business.)
The company needed up reimbursing me with a $refund and the $gift card that was canceled was issued and already been used so I know it was good

Initial Business Response /* (1000, 5, 2017/02/15) */
Hello ***,
In researching your order, it appears when you submitted the order on 2/13/an invalid phone number was provided, so our system rejected your orderWe contacted you via email on the same date to advise that you would need
to replace the order with the correct phone numberThe temporary authorization on your account is a hold and the money has not actually been sent to American Musical SupplySince the order was not processed the hold should drop, generally within 24-hours, but can take longer depending on the bank/credit card you have linked to your *** AccountPlease contact *** for further details regarding the temporary authorization being released
Please let us know if you have further questions
***-AMS Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2017/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the answer, I will wait for the deadline of 24-hours if it is not withdrawn I will return here for something to be done
Final Consumer Response /* (2000, 12, 2017/02/28) */
My problem has been solvedThank you to the Revdex.com Lords

I am rejecting this response because:
American Musical Supply did contact the Prince George's Police Department, but did not ask to speak with the officer that took my report, per my request.  I had previously give the officer's badge number and I followed up with the officer's name.  After hours at my local police station, I was finally able to convince the Department of my need for a written report.  They made an exception to their policy and gave me the report (attached).  I just submitted this to American Musical supply (11/30) and was previously told that my record would be sent to collections by the end of today (11/30).  I need to ensure that my record will not be sent to collections, that my account will be removed from your system, and that my name will not be conflated with the criminal's information (currently my account contains information that the perpetrator used to commit fraud and that information is not separated from my personal information).  I have also asked to speak with Elizabeth [redacted]'s supervisor Mark [redacted].  I have made this request several times but have not yet been contacted.Sincerely,[redacted]###-###-####

Initial Business Response /* (1000, 5, 2016/02/03) */
I have included a timeline based on documented customer contacts that Ms. [redacted] has had with agents and supervisors in our contact center regarding this issue. All tolled there were 24 contacts between 12/23/15 and 01/22/16. The item...

purchased carries Special Return Conditions which are displayed with the item. Once opened the item becomes non-returnable item and is subject to warehouse inspection for acceptance. This item was inspected upon receipt into our warehouse and found to be opened (with the factory seal broken) and with scratches on the bottom of the unit.
We have no reason to fabricate the return condition of this item. Our warehouse personnel did not mishandle or purposefully cause damage to this item, nor did they intend detriment to Ms. [redacted] in any way.
As for the customer service provided to Ms. [redacted], we certainly apologize that she does not agree with our business decision but we are unable to accept the item back as it was opened and had scratches on the bottom.
01/06/16 - Ms. [redacted]'s husband called in to do an exchange for an item ordered under Barbara's account. Unable to provide information as he was not the account holder.
01/06/16 - Ms. [redacted] and her husband were both on the line. Call center agent provided a return authorization with the stipulation that the condition of the item return must be new and factory sealed. Should the item be opened, the item would be refused and the return not accepted.
01/12/16 - Warehouse manager advises the item received had been opened and the return will be refused and sent back to the customer (Ms. [redacted])
01/13/16 Tracking number [redacted] (Fedex) is issued to the return parcel
01/14/16 - Ms. [redacted] calls into contact center to advise the item had not been used
01/14/16 Ms. [redacted] requests supervisor. Supervisor call #1- Ms. [redacted] advises the item had not been used, requests contact to be made with the warehouse again. A time frame of 24-48 business hours was provided to the customer for follow-up.
01/14/16 Ms. [redacted] contacts the call center again. Supervisor call #2- Time frame previously provided to the customer was provided again, as was the "non-return" policy which applied to this item.
01/14/16 - Contact with the warehouse was initiated and the warehouse manager once again confirmed the item was received opened (non-factory sealed and in used condition.
01/15/16 Item is confirmed delivered by Fedex back to Ms. [redacted]. Attempt to reach Ms. [redacted] was specifically documented at being made between 10:25am and 10:33am Central as there had been accusations of previous non-contact. Attempts at contact were as follows: The day phone number Ms. [redacted] provided voice mail box was full; the night phone Ms. [redacted] provided voice mail box not set-up.
01/15/16 Ms. [redacted] contacts our Account Services department (Collections) and states the warehouse sent back a different item than what was sent in to be returned. Requests a supervisor contact her back. Ms. [redacted] was advised of the previous attempts made to contact her back and the phone issues encountered.
01/15/16 I personally make an attempt to reach Ms. [redacted] at the day phone number she provided. Again, the day phone number has a voice mail box which was full, and the night phone had a voice mail box that had not been set-up. Notes were placed on the order for any agent making contact with Ms. [redacted] to obtain a working phone number, should Ms. [redacted] have a request at contact again. Order notes were also placed indicating the warehouse would not be accepting the item back due the condition and non-returnable nature of the item.
01/15/16 Ms. [redacted] called back into our contact center seeking information
01/15/16 - Supervisor Call #1 Ms. [redacted] was explained again the condition of the item, and our posted policy regarding this non-returnable item. Ms. [redacted] explained she would be seeking a "higher-up" for resolution.
01/18/16 - Warehouse repeats details on condition of the return reporting seal for the manufacturer's box was broken and the bottom of the unit was scratched.
01/20/16 - Ms. [redacted] called into our contact center wondering why the item had been sent back to her. Agent reports and notes the order that the call was disconnected by the customer.
01/20/16 - Ms. [redacted] called into our contact center saying a supervisor was supposed to contact her back. The agent explained the reason the non-returnable item was refused and Ms. [redacted] asked to be transferred to a supervisor.
01/20/16 Ms. [redacted] - Supervisor Call. Ms. [redacted] spoke with a supervisor and requested to speak with the inspector of her package at the warehouse. Ms. [redacted] advised she was not willing to pay for something that was returned to her in that condition and requested another supervisor contact her back once they were able to provide additional information.
01/21/16 I personally made an attempt to reach Ms. [redacted] at the day phone number she provided and was able to leave a voice mail message regarding the item's non-returnable status (non-factory sealed) and unit's condition.
01/21/16 Ms. [redacted] calls into our contact center in the evening asking to speak to me. She would like to know specifically what the inspection process we utilize is. Ms. [redacted] leaves a voice mail message as I had left for the day.
01/22/16 Ms. [redacted] contacts our call center and asks for me personally, requesting a call back the next day (01/23/16) at the phone number at which previous attempts at contact were made.
01/22/16 I personally made an attempt to reach Ms. [redacted] at the day phone number she provided and was able to leave a voice mail message regarding the item's non-returnable status (non-factory sealed) and unit's condition.
01/22/16 Ms. [redacted] calls into our contact center and states the item was opened by our warehouse and "thrown around the room". Ms. [redacted] requests cameras to be installed at our warehouse location and that the "corruption and training we provide has brought the company down". The account was noted at the time that Ms. [redacted] vented extensively and that she ended the call by hanging up on the agent.

Initial Business Response /* (1000, 5, 2016/05/12) */
Order # [redacted]
Customer purchased, SKU:PIO DDJSB2, [redacted] DDJSB2 DJ Controller for Serato. The software that is associated with the purchase of this item is available (for free) only via an internet download which can be found via this...

link:
https://www.pioneerdj.com/en-us/support/software/ddj-sb2/
The information regarding the software being available via download only can be found via this link. The content of the listing states:
Included Software: Serato DJ Intro (free download).
http://www.americanmusical.com/Item--i-PIO-DDJSB2
Should the customer no longer be able to access the internet at his Mother-In-Law's home, or at a local library with internet access (which we also recommend the customer attempt), we have a money back guarantee for this item. Within 45-days from the date of shipment we will gladly accept the parcel back should the customer choose to return the item.
Additionally, posted is, "American Musical Supply reserves the right to correct pricing and/or product specifications in the event of typographical errors, which is posted on our website."
Initial Consumer Rebuttal /* (3000, 7, 2016/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Any business can say that they reserve the right to change what they do, how they price their services, and what their responsibilities are. Does that make this an acceptable business practice? No
Final Business Response /* (4000, 9, 2016/05/16) */
In checking directly with [redacted] (800-872- 4159, option 3, Professional DJ Department), [redacted] does not offer a hard copy disc of the software referenced. Should there have been units that shipped to retailers with an included "software disc", the disc merely contained a hyperlink to their ([redacted]) website.
We again offer that should the customer not be able to access internet service to download the included (on-line only) software, that our 45-day money-back guarantee be utilized. This return policy in part reads:
If you are not completely satisfied with any item purchased from AMS, return it to us within 45 days of the shipping date, and we will refund your money or help you with an exchange.
All packages returned to AMS must have an Electronic Return Label, or a Return Authorization #. Provided the item shows no sign of wear or abuse, we will refund your money without any restocking fees. If you want to make an exchange, we'll even pay the shipping and handling to send the merchandise to you (Excludes international shipments). Our telephone agents can be reached 7 days a week, 7:00am - 11:00pm Central at 800-458-4076.
Note: This order ([redacted]) shipped on 4/29/16.

Website advertised that it was free 2 day shipping when it wasn't. The website says free two day shipping next to stuff when you order it but then the company ships it [redacted] ground and just hopes that it is going to make it within two days. Then when you complain they say you should have read the fine print and that it is clearly advertised that it is going to be ground it is shady practices to say one thing and then in small print change it. Now they refuse to give me my money back or ship the product overnight even though it has not left the [redacted] origin facility due to weather. Long story short they are using deceiving practices and based off the reviews (I wish I had read before ordering through this company) a lot of people have felt the same way about their shipping methods.

Order number [redacted]
Tracking ID: [redacted]
08/07/15 Fedex confirmed delivery
08/08/15 Customer contacts AMS and advises parcel not received. An investigation is begun with Fedex which involves a (delivery) driver follow-up (DFU)
08/17/15 Fedex concludes investigation,...

re-confirms delivery, advises driver was able to confirm delivery to the correct address advising the package was left at the front door. Customer is advised that a police report needs to be completed prior to 9/16/15.
8/31/15 A 2nd notice is sent to the customer to obtain a police report
09/07/15 A 3rd and final notice was sent to the customer to obtain a police report
09/14/15 Customer emailed in an incident report number, officer name, and police district. Customer was advised that an attempt would be made to try and verify with a report was filed. Agent was advised that the customer would be able obtain a copy of the actual report on 9/17/15
09/15/15 Email was sent to the customer advising we needed a full report and the date it would be available
A police report was never received and the transaction remains intact. We provide 30 days from the close of an investigation for verified documentation from the jurisdictional law enforcement agency as provided by the customer. It is up to the customer to obtain and make available a full report from the police department for us to verify within the specified time frame.

Hello, The customer had applied for a 12 pay with AMS.  He was approved from the credit check, but upon further checking discovered he had went well past the 60 day mark with ZZounds on a payment plan, therefore limiting him to full charge orders.  He then wanted to cancel the...

order. We are not able to remove credit inquiries.  The customer can try to contact Transunion and make a dispute regarding the credit inquiry.  [redacted]-Contact Center Operations

Initial Business Response /* (1000, 5, 2015/04/13) */
At this time we have been unable to find an order for Mr. [redacted], and request that the order number be provided should this issue be in reference to an existing order.
If this request is regarding an order Mr. [redacted] is wanting to make: 1)...

All of our dent and scratch items display this caveat,
"Dent & Scratch Items - Items with minor cosmetic blemishes are often resold, allowing you to get great gear at a discounted price. In fact, many times our customers have difficulty finding the blemishes at all! These products are 100% inspected and tested to guarantee functionality. They also include the full Manufacturer's warranty unless otherwise stated and the AMS 45-Day Money-Back Guarantee to ensure your satisfaction. Special offers, promotions and rebates may not apply. *The following manufacturers do not offer a warranty on Dent and Scratch items: Casio, Avalon, Chauvet, Gibson, Ibanez:"
I have included a link which currently displays a DSP (dent and scratch listing). This drop down menu style listing allows a customer to select which guitar (factory fresh or dent and scratch). Again promotions do not apply to DSP items but are listed with our factory fresh items.
http://www.americanmusical.com/Item--i-DSP-IBASR1405VNF
2) The specific promotion that Mr. [redacted] is referring offerred free guitar lessons for a clearly defined time frame and ran for 30 days only, starting Tuesday, 12-9-14. American Musical Supply customers that purchased a guitar, amplifier or pedal effect qualified for free on-line lessons through a 3rd party company and their partnership with us for that promotional period only.
Three days after the purchase, a special access code was delivered to the end user, and they were then able to start their lessons.

Good morning,I understand that you had disputed a charge on your credit card from an order placed 5/19/2016; because you indicated that the order was fraudulently placed, it is our procedure to have you obtain a police report.  You have spoken with several supervisors that explained this...

procedure to you and without the police report or a payment, collection efforts would continue. You had provided a police report number; normally we request a written police report, but this department will not provide that so we contacted them to confirm the information provided.  Upon speaking with the police department, they advised that the report number you provided was inaccurate and they were unable to confirm the fraud case.  Since then we have tried contacting you by phone and email on two occasions, with the most recent being 11/14/2016 without any response from you. Please provide us with the correct police report number so that we may confirm the fraud case. Jill-AMS Customer Service

I am rejecting this response because: They are two different companies and they shouldn't be sharing peoples credit with others companies by law so yes I canceled the order plus they had nasty stank attitude when I was asking for and explanation yes you approved the credit history but forgot to also say that you denied it after talking with another company who shared my credit information which is private without my permission.  This was a chance to do business with you all but I don't like companies that shares others peoples information so I will stick with sweet water for my orders awesome people and company and why do I need to call transunion when it is not on my credit so hummmm that tells you I was never late so someone is lying on that one

Hello [redacted],  We have reviewed your account with American Musical Supply and have confirmed that you still owe money on your account and anything reported on your credit report is valid.  Your account was transferred to the Phoenix Collection Agency; we also reached out to the...

collection agency regarding your account.  They reviewed the documentation you provided to them and also have confirmed that the account still has a balance due.  The last contact you had with the collection agency, on 1/31/2017, you had indicated that your attorney would be contacting them, but to date, they have not heard from them. Please contact the Phoenix Collection Agency to set up a payment arrangement.   Jill-AMS Customer Service

Hello [redacted],I apologize for the issues you experienced when placing your order; the order has been canceled.  The pre-authorization that appears on your credit card typically will drop off within 1-3 business days.  Due to the issues you experienced with your order, I am issuing...

and AMS Gift E-Gift for you to use on a future purchase.  Please watch your email later this afternoon for your E-Gift Card. If you have further questions or concerns, please contact us at ###-###-####.Jill-AMS Customer Service

Good afternoon-Although our established procedures for verifying fraudulent card use proved to present significant difficulty for you, we were finally able to designate the order as fraud and have taken actions to remove your account from any collections activities.  We have also worked to remove as much of your personal information as possible from our systems.  Also, as promised, we marked the remaining records as **VICTIM OF FRAUD** so that it would be clear to any users that you did not place the order with AMS.We are very sorry that the misuse of your credit card took so long to document and that you had to spend so much time trying to straighten out the situation.  We hope that the conversations you had with our Credit and Collections Manager and with our Controller helped alleviate your concerns about future complications resulting from the fraud.  Please don’t hesitate to reach out if we can be of further assistance. Jill-AMS Customer Service Representative

Initial Business Response /* (1000, 7, 2015/06/24) */
[redacted]Document Attached[redacted]
We have in no way tried to avoid Mr. [redacted] and are willing to work with Mr. [redacted] at this time.
We have replied to the emails that Mr. [redacted] sent (see attached). Dated both 6/2/15 and 6/7/15. Additionally, I...

have attached a transcript of the chat Mr. [redacted] references in his complaint.
During this chat exchange (06/07/2015 6:15.20pm), he states, "well it didnt pass when I made several attempts to purchase it so when the company had it advertised I made all attempts to make a purchase through the merchant". Additionally, he continues (06/07/2015 6:20.51pm), "when a customer is trying to purchase a product that your company listed and denied the purchaser for no reason". Generally, if a customer is denied purchasing it is due to a credit/verification issue or the link/promotion has expired. Yet we have no record of that transaction taking place.
We certainly apologize for any confusion or inconvenience Mr. [redacted] has experienced due to this situation. At this point, I will be willing to provide Mr. [redacted] with SKU: NAT 22817 for $699.00 and SKU: NAT 22829 for free (with the purchase of NAT 22817). Should Mr. [redacted] accept our discounted offer, I will gladly send instructions on how to complete the purchase.
Should the document links not work with the email copies or chat transcript, or should you require any additional please let me know so that I may get those sent over to you.
Best regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the admission that perhaps the web site should be more clear. Was not looking for a gift card, but will accept it as a token of good faith. I do appreciate the responses and the help from Revdex.com. My objective, again, was go make sure that folks are clear on what is covered and what is not. Thanks.

My wife, [redacted], ordered me a DJ control surface from AMS. She used the internet at her mothers house to place the order. Order number [redacted] We received the device from them via Fed-ex on Tuesday this week. Contrary to what she read on the product description, the device does not come with the necessary software needed to run it. It needs a PC link to work, and I was informed by the customer service team that the software was for download only. This is an issue with us because we have no internet at our house. I like the device and would like to keep it, but I am unable to use it at this junction.Product_Or_Service: [redacted] DDJSB2 DJ Controller for [redacted]Order_Number: [redacted] 04/29/2016Desired SettlementI would like the company to send us a copy of the required software through the mail to our listed address.[redacted] is the order number of the original shipment. Business Response Order # [redacted]Customer purchased, SKU:PIO DDJSB2, [redacted] DDJSB2 DJ Controller for Serato. The software that is associated with the purchase of this item is available (for free) only via an internet download which can be found via this link:https://www.pioneerdj.com/en-us/support/software/ddj-sb2/The information regarding the software being available via download only can be found via this link. The content of the listing states: Included Software: Serato DJ Intro (free download).http://www.americanmusical.com/Item--i-PIO-DDJSB2Should the customer no longer be able to access the internet at his Mother-In-Law's home, or at a local library with internet access (which we also recommend the customer attempt), we have a money back guarantee for this item. Within 45-days from the date of shipment we will gladly accept the parcel back should the customer choose to return the item. Additionally, posted is, "American Musical Supply reserves the right to correct pricing and/or product specifications in the event of typographical errors, which is posted on our website." Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Any business can say that they reserve the right to change what they do, how they price their services, and what their responsibilities are. Does that make this an acceptable business practice? NoFinal Business Response In checking directly with [redacted] (800-872- 4159, option 3, Professional DJ Department), [redacted] does not offer a hard copy disc of the software referenced. Should there have been units that shipped to retailers with an included "software disc", the disc merely contained a hyperlink to their ([redacted]) website. We again offer that should the customer not be able to access internet service to download the included (on-line only) software, that our 45-day money-back guarantee be utilized. This return policy in part reads: If you are not completely satisfied with any item purchased from AMS, return it to us within 45 days of the shipping date, and we will refund your money or help you with an exchange. All packages returned to AMS must have an Electronic Return Label, or a Return Authorization #. Provided the item shows no sign of wear or abuse, we will refund your money without any restocking fees. If you want to make an exchange, we'll even pay the shipping and handling to send the merchandise to you (Excludes international shipments). Our telephone agents can be reached 7 days a week, 7:00am - 11:00pm Central at 800-458-4076. Note: This order ([redacted]) shipped on 4/29/16.