MIME-Version: 1.0
Content-Type: text/plain; charset=UTF-8;
 format=flowed
Content-Transfer-Encoding: 8bit
Date: Tue, 26 Oct 2021 11:02:22 +0100
From: Express Music <coventry@expressmusic.co.uk>
To: Rob Andrews <rob.andrews@btinternet.com>
Subject: Re: Express Music Enquiry - 4640
In-Reply-To: <7a5bafd1.1985e.17cbb3cd156.Webtop.102@btinternet.com>
References: <40BBF9CC3A734643A4489D7A026EBC98@itpartnership.com>
 <8a07ae126c30db93e803fd203bc7258c@expressmusic.co.uk>
 <7a5bafd1.1985e.17cbb3cd156.Webtop.102@btinternet.com>
Message-ID: <8f16a620cb672f234c6b5e9747385664@expressmusic.co.uk>
X-Sender: coventry@expressmusic.co.uk
User-Agent: Roundcube Webmail/0.8.1

Hi Rob,

That's really good news to start our week, thanks for letting us know. 
It's actually been on our mind all weekend. Well done you for being 
patient, especially having waited as long as you have.

Kind Regards,
Tim, Harriet & Phil

Express Music
196 - 204 Binley Road
Coventry
CV3 1HG

On 26/10/2021 07:14, Rob Andrews wrote:
> Hi Tim,
>
> Just wanted to let you know that my J40 arrived safely yesterday 
> afternoon.
>
> I’m somehow managing to follow Martin’s advice on the box and am
> allowing it 24 hours to acclimatise before opening, but frankly it’s
> torture, ha ha!
>
> Many thanks again for your help and for the excellent customer
> service you’ve provided.
>
> Kind regards
> Rob Andrews
>
> ------ Original Message ------
> On Saturday, 23 Oct, 2021 At 11:21, Express
> Music<coventry@expressmusic.co.uk> wrote:
>
> Hi Rob,
>
> Sincere apologies for the delay with your J40, I have just spoken to
> TNT and they assured me that you will receive it Monday.
> We did have one other issue over the past week with a delay due to
> the backlog and shortage of drivers.
> If there was a problem with the guitar when it arrives we, of course,
> will collect it and issue a full refund, hopefully, this won't be the
> case and you'll love it as much as we did for the short time it was
> with us.
> We're closed on Mondays and won't be able to check its status but
> back on Tuesday from 11am so I will check the delivery status then,
> obviously please message us if there is a problem and we will attempt
> to sort as quickly as possible.
>
> Kind Regards
>
> Tim.
> Express Music
> 196 - 204 Binley Road
> Coventry
> CV3 1HG
>
> On 22/10/2021 20:29, rob.andrews@btinternet.com wrote:
>> Name: Rob Andrews
>>
>> Address: 52 Tills Road
>> Norwich
>> Norfolk
>>
>> Postcode: NR6 7QZ
>>
>> Telephone: 07523 227018
>>
>> Email: rob.andrews@btinternet.com
>>
>> Enquiry: Hi,
>>
>> After 20+ years of promising myself that I would one day own a
>> Martin, I finally bought a J40 from you on Wednesday (Order No 
>> 24471)
>> which you dispatched via TNT for next day delivery, scheduled to
>> arrive Thursday 21st.
>>
>> The delivery didn't arrive yesterday so I contacted TNT this morning
>> and was told that it would be delivered today, Friday 22nd, by 6pm.
>> Again, it did not arrive.
>>
>> I realise that the problem is with the courier, so I'm not 
>> contacting
>> you to complain about your service, but I am extremely concerned 
>> that
>> an expensive, fragile guitar will have been loaded and offloaded 
>> from
>> multiple delivery trucks, possibly without the care I would hope it
>> would receive, and has spent two days rattling around 
>> Norwich/Norfolk
>> only to return to the depot.
>>
>> I assume that TNT will not deliver over the weekend, which means my
>> guitar is going to spend several days in the far from optimal
>> temperatures of a cold warehouse.
>>
>> I have already had to take two days of unpaid holiday from work to 
>> be
>> at home for a delivery that hasn't materialised, and it looks like I
>> will have to try to negotiate a third unpaid day off at very short
>> notice on Monday, for a delivery which I have little faith will
>> happen.
>>
>> I would be very grateful if you could contact TNT to seek assurance
>> that the delivery they have undertaken will be fulfilled by Monday 
>> at
>> the latest.
>>
>> I also ask if you can confirm that I will receive a full refund,
>> without any deductions, if, through no fault of my own, the guitar
>> has
>> sustained any damage during the prolonged delivery process which
>> means
>> that I need to return it.
>>
>> Again, I realise that none the financial loss, disappointment,
>> frustration and worry that this has caused me is your fault, but I
>> would be grateful if you could allay some of my concerns and help to
>> rectify the problem.
>>
>> Many thanks,
>> Rob Andrews