Hi Joe, I’m the owner of The Music Room, and I’d like to respond. Firstly let’s agree on something - it is rare that you’ll find any business that offers post-sale, technical troubleshooting and support on pre-owned products. Every product that we sell carries a 45-day warranty and post-sale support. We do this for thousands of brands spanning decades of audio knowledge, and we maintain an impeccable reputation while selling nearly 1000 used products every month. When there is a problem after the sale, we generally ask customers to document the issues in writing so that we can avoid any confusion or misunderstandings that can result from "the telephone game."
Our support team has been a little overwhelmed in the days following the busiest shopping week of the year - particularly with a couple of folks still out on vacation. That said, to suggest that anyone on our team was "uncooperative" is not an accurate characterization. You called on Friday and reported that you were having trouble. Our receptionist opened a support ticket to escalate to troubleshooting. A member of our support team later emailed you asking to provide details on the issue you were experiencing. Your response did not include any details on the issue but did state your intention to never do business with us again.
We then responded again earlier today (On Monday as we are closed on the weekends) with another troubleshooting question, a suggestion to try (based on the little information we had) and an offer to help further if needed. Your response to that was hostile and threatening - including a threat to broadcast your discontent on Audiogon. If you are going to air your grievances with my business in public, let’s at least be factual. I understand that setting up complex digital products of this nature can be frustrating. I’ve been there. And as much as I wish we could have technical experts ready to do advanced troubleshooting by phone on every product we sell 24/7, I’m afraid we’re not quite there yet.
It’s worth noting that the while unit you purchased carried our "Certified Pre-owned" badge, it had never been used previously for more than a few hours, and as an "open box" buy, it came with a full manufacturer warranty. Unless something was damaged in shipping, it is highly unlikely that it would be defective. I would encourage you to continue troubleshooting.
In spite of the obvious mis-understanding, we’re still eager to be of assistance and try to resolve this for you. Please work with our support team through the proper channels, and we’ll be happy to get this resolved for you. I am including my direct contact below where you or any of our valued customers can reach me at any time if you are not receiving the level of customer service that we promise.
Josh Jackson (owner)
josh@tmraudio.com