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Date: Tue, 23 Mar 2021 11:34:29 +0000
From: Express Music <coventry@expressmusic.co.uk>
To: "Ian Ieuan Tanner (Ieuan)" <iantanner22@gmail.com>
Subject: Re: Pre Owned Gibson Les Paul Std 2004 Latte Creme enquiry....
In-Reply-To: <A96538AA-083B-46F1-BD4A-54CF7D5C8A8A@gmail.com>
References: <ac16013c54672e9ec5dcb36e69104b23@expressmusic.co.uk>
 <A96538AA-083B-46F1-BD4A-54CF7D5C8A8A@gmail.com>
Message-ID: <e8addfc185498b874433605e189ae275@expressmusic.co.uk>
X-Sender: coventry@expressmusic.co.uk
User-Agent: Roundcube Webmail/0.8.1

Morning Ian,

Thanks for your patience waiting for our reply. We're closed Sunday and 
Monday, so just catching up on things now.

Here's a few options for you:
1. We'll happily arrange a collection for the Les Paul tomorrow 
(Wednesday) from your chosen address. Once we receive the guitar back 
here safely, we will issue a refund of £1500 immediately. Unfortunately 
we don't have the option to do this via Paypal.
2. The most we're happy to offer on a partial refund is £150 which can 
be transferred today.

Please let us know how you wish to proceed and we can get this resolved 
as fast as we can for you. If you would prefer to give us a call to 
discuss these options, we're at the shop till 5pm today.

Shop Number:
02476 635766

Kind Regards,
Harriet, Phil & Tim

Express Music
196 - 204 Binley Road
Coventry
CV3 1HG

On 21/03/2021 12:22, Ian Ieuan Tanner (Ieuan) wrote:
> Good morning Harriet, Phil and Tim,
>
> Sincerest thanks for your follow up email that explained a few points
> that I had raised and I am sorry to hear that you are disappointed
> regarding the difference of opinion on the description/condition of
> the guitar, I truly am.
>
> While I fully appreciate that it is quite the minefield, when
> describing and selling pre-owned guitars, I certainly don’t feel that
> you have “misled” me; on the contrary, I would prefer to think of it
> in terms of a difference of opinion regarding the condition of the
> guitar. While your description was written up as “...it’s in good
> condition for a guitar of this age”, I would have to beg to differ 
> and
> would have described it as “...in FAIR condition”, due to the
> multitude - not “handful” - of dings and dents all over the guitar.
> I did notice however that your pre-owned statement read “any
> SIGNIFICANT cosmetic damage is shown in the photos..”, but none of 
> the
> 4 photos of the guitar showed any sign of a rather nasty gouge out of
> the lower neck binding on the 13th fret, which is definitely what I
> would consider as “significant”.
>
> I digress.......please don’t think that I’m being difficult in
> raising these issues with you, as I’m definitely more disappointed
> than you, in not being able to keep this guitar. This models’ finish
> was something I’ve been looking to purchase for a while now and to 
> see
> that it’s previous owner(s) have treated it this way, is absolutely
> soul destroying!
> Most, if not all guitarists change, trade or upgrade their guitars
> from time to time and if this was ever to be the case with this
> guitar, it would prove to be extremely difficult in trying to sell
> this one on with all the cosmetic damage it has obviously seen over
> the years.
> I could be tempted or possibly be prepared to keep it, but the
> original agreed upon price of £1500 would have to be reduced to 
> £1200.
>
> If you feel that this price is non negotiable or not something you
> would be prepared to agree to, then could you please make 
> arrangements
> with your designated courier to come and collect the guitar on 
> Tuesday
> and kindly organise the £1500 refund back into my account?
>
> I would prefer PayPal, as it is an immediate payment and I would not
> have to wait the mandatory 3-5 working days for the funds to clear
> into my bank account, so that I’m able to source a replacement 
> guitar.
> Or if you have an alternative direct method that would be an instant
> transfer, that would work too?
>
> My deepest apologies that we could not come to some arrangement this
> time, but thank you anyway for your understanding.
>
> Kind regards,
>
> Ian.
>
>> On 20 Mar 2021, at 16:50, Express Music 
>> <coventry@expressmusic.co.uk> wrote:
>
>> Good Afternoon Ian,
>>
>> Thanks for taking the time to email.
>>
>> Firstly, obviously we're very sorry you feel the guitar doesn't live 
>> up to your expectations. This is disappointing for us all here too, as 
>> we do take great pride it what we do and try to give a fair 
>> description of all our pre-owned guitars. We take the same 4-5 photo's 
>> of all our guitars, new or pre-loved but are always happy to take more 
>> if a customer requests this. For us 'good condition' was a fair way to 
>> describe the guitar. It is always difficult to manage people's 
>> expectations when buying a pre-loved guitar, especially one that is a 
>> little older. We feel we priced the instrument competitively within 
>> the current market. If you feel we have misled you, we're sorry and 
>> this certainly wasn't intentional.
>>
>> We can assure you we did take great care getting your guitar ready 
>> for departure and had it on our workbench for some time doing all our 
>> normal health-checks. To us we couldn't find any issues and were happy 
>> with how it played. This is obviously a very personal thing but after 
>> many years selling guitars, we have found our general set up suits 
>> most players. Whether there has been some movement on the neck during 
>> shipping, maybe? Unfortunately we can never predict this. We're more 
>> than happy to collect the guitar and check this for you.
>>
>> Regarding a partial refund of £300, we wouldn't be able to offer 
>> that kind of amount. The guitar was originally listed at £1695 and 
>> feel you already had a reasonable reduction. We haven't yet listed 
>> your guitars so the deal isn't irreversible. Your second email this 
>> afternoon mentioned returning the Gibson and not sending your guitars 
>> back to you. This is an option. Maybe have the weekend to think about 
>> it as nothing will happen till Tuesday now anyway.
>>
>> We're leaving here at 5pm today and then back in Tuesday at 11am if 
>> you would prefer to call us to discuss anything. Once again, please 
>> accept our apologies if you feel we have misled you in anyway, that is 
>> never our intention with any of our valued customers.
>>
>> Hope you enjoy the rest of your weekend.
>>
>> Kind Regards,
>> Harriet, Phil & Tim
>>
>> Express Music
>> 196 - 204 Binley Road
>> Coventry
>> CV3 1HG
>>
>> On 20/03/2021 16:10, Ian Ieuan Tanner (Ieuan) wrote:
>>
>>> Good afternoon Harriet, Phil and Tim,
>>
>>>
>> Apologie
>>
>>> but due to work commitments this
>> ��ve only just had an opportunity to o
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>>
>>> /blockquote>opinion, as I’ve counted over a d
>> d that’s just on the
>>
>> Hi Tim,
>> Ian.
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