Poor Service From Bert Murdock Music in Orem Utah
Wow! I had the WORST customer service ever from Bert Murdock Music in Orem, Utah. I am still in shock about the whole thing. I thought these stories were always made up.
To bring you up to speed, I went to Bert Murdock Music in Orem to purchase some microphones. We want to do some recording with family members. We got the idea from storycorps.org. We thought it would be a great idea to interview family members. So I found a place to purchase microphones.
I purchases two microphones on Saturday, Sep. 11, 2010. My receipt says 1:59pm. I brought them home, hooked them up and played with them on GarageBand and my Mac through my 4 port m-audio fast track ultra over the weekend. They worked great and I was able to make a few recordings. Then the unthinkable…I had to work Monday morning and I had the microphone set up in front of my computer. I needed to move it so it wouldn’t interfere with my work. So I started to put everything away. I started to disconnect the cables. When I disconnected the XLR cable from the microphone, the pins were stuck in the end of the cable and pulled the wires out of the microphone. What!? I couldn’t believe it.
At this point I was frustrated that I had to drive back to Bert Murdock Music in Orem to get a replacement. So I drove down there on Tuesday, Sep. 14, 2010 on my lunch break. Little did I know what I was in for. I walked in with the broken mic and immediately started getting the run around. I ended up having to wait for 20 minutes while one of the employees tried to get Ryan Murdock on the phone. Of course the whole time I am thinking, “this is simple guys. Replace the mic, send the broken one back, and I can get on with my day.” At least that is what anyone would expect to have happen, right? Wrong!
Then next thing I know, I am told they can’t do anything for me. Ryan needed to get the microphone rep. on the phone to know what to do. So not only did I waste 40 minutes of my time, I was sent packing without a replacement and no resolution.
How did it all turn out? Ryan sent me an email with a Repair Correspondence Form that I need to fill out and sent to the microphone company who will in turn determine if they will repair or replace the microphone. Wow! I am floored. So what does all of this mean?
DO NOT PURCHASE ANYTHING FROM Bert Murdock Music in Orem, Utah. That’s what it means. And yes, I am screaming. I cannot believe that a company would treat it’s customers like this, not in this day and age. It totally caught me by surprise. I of course wrote Ryan an email to let him know how I felt. I’m not certain I will even get a response, but if I do, you can be sure I will let you know what happens. If they have a change of heart, I may even take this post down. But to be honest, I don’t think they even care.
cdburgess on September 18th, 2010
UPDATE! I called the microphone company. They said the return policy is up to each individual store. There is no hard and fast rule about requiring the customer to send the microphone back themselves. This tells me that all Bert Murdock Music cares about is getting their money. They do NOT want to help the customer once they get their money. Shame on you Bert Murdock Music!