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Date: Fri, 25 Oct 2013 15:01:25 +0100
From: sales@expressmusicstore.co.uk
To: <markcave@blueyonder.co.uk>
Subject: RE: FW: Damage during transit.
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Hi

Thanks for your reply & patience

I understand Olly will be collecting your guitar tomorrow morning, he 
will phone when he is leaving

I ll drop it back tuesday (i ll be in the area and dont wont a courier
damaging anything else !) once our tech has everything sorted, i will 
contact yu on the day to arrange a time to drop it back

I ll also swap over the case for a good quality bag

Let me know if you need any further info

We take any problems with deliveries and/or products seriouly and aim
to sort them out as quickly as possible

Regards

Phil
ExpressMusic



On 2013-10-24 20:38, Mark Cave wrote:
> Hi Phil,
>
> Sorry this reply is late.
>
> Thank you for the reply and I totally understand that both Olly and
> Lewis are busy and have raised a claim for damage in transit
>
> I need to arrange for the tremolo system of the Ibanez JS100 to be
> investigated as when using the tremolo system you can hear the
> tremolo
> squeak which sounds like rusty old bed springs which is not a good
> sign as I have another guitar with more or less the same tremolo
> system and have never experienced such a sound that the tremolo
> system
> on the Ibanez JS100 makes.
>
> I am not too far from your Shirley Solihull store so if you have a
> guitar technician at the store it will not take too long to collect
> the guitar and take it back to inspect and rectify the issue with the
> tremolo system if it is repairable.
>
> Can you please advise if it would be possible to have a decent gig
> bag instead of a hard case as the shape of the Ibanez JS100 does not
> fit in most standard cases.
>
> I work in Incident Management and deal with similar issues within the
> IT industry and know how impatient customers can get if they are not
> informed or updated regularly and this is why I have been persistent
> with my e-mails.
>
> From what I know about Express Music you are the owner Phil and I
> appreciate you taking the time to ask me how I want to progress this
> issue.
>
> I look forward to your reply to getting the issue resolved which is
> not Express Music's fault this lies squarely with Parcel Force and
> how
> the parcel was handled.
>
> Kind Regards,
> Mark Cave.
>
> -----Original Message-----
> From: sales@expressmusicstore.co.uk
> [mailto:sales@expressmusicstore.co.uk]
> Sent: 24 October 2013 17:58
> To: markcave@blueyonder.co.uk
> Cc: coventry@expressmusicstore.co.uk
> Subject: Re: FW: Damage during transit.
> Importance: High
>
> Hi Mark
>
> Thankyou for your email
>
> I understand both Olly & Lewis have been looking into this and have
> raised a claim for the damage in transit
>
> We will correct any problems with the guitar & sort a credit or
> replacement case asap
>
> Let me know if you need any further info
>
> Regards
>
> Phil
> ExpressMusic
>
> On 2013-10-23 15:07, Mark Cave wrote:
>> Dear Express Music Sales,
>>
>> Please see below the e-mail I sent to Express Music Coventry
>> regarding
>> my order being damaged in transit.
>>
>> You will find two photographs attached to this forwarded e-mail
>> showing damage to the packaging, I have not received a reply to the
>> e-mail below or the second e-mail containing photographs of the
>> damaged hard case that came with the Ibanez JS100.
>>
>> I have not yet received any reply from your store in Coventry and I
>> will call them shortly as I did speak to Lewis to advise of the
>> damage
>> after the parcel had been delivered by courier.
>>
>> Kind Regards,
>>
>> Mark Cave.
>>
>> FROM: Mark Cave [mailto:markcave@blueyonder.co.uk]
>> SENT: 23 October 2013 13:52
>> TO: 'coventry@expressmusicstore.co.uk'
>> SUBJECT: Damage during transit.
>> IMPORTANCE: High
>>
>> Dear Express Music,
>>
>> I have just received my order for the following items 166843 Stagg
>> Electro Acoustic Sa40 Natural and 177061 Pre Owned Ibanez JS100 Joe
>> Satriani Inc.Hardcase Order Ref: 16350 which was delivered by
>> courier.
>> I did notice that the courier did throw the parcels that fell out
>> the
>> van back into the van quite deliberately and I was not happy when I
>> saw the state of the box.
>>
>> First off I noticed that the box was very out of shape and I have
>> taken high resolution photographs of the box and others showing
>> damage
>> which I may have to send by separate e-mails due to the size of the
>> photographs. (Photographs attached.)
>>
>> I then noticed that the case that the Ibanez JS100 came with was
>> buckled at the bottom and the back of the case has split. I fixed
>> the
>> tremolo arm to the Ibanez JS100 and found that when using the
>> tremolo
>> there is a very nasty creak when in use which I am not too happy
>> about.
>>
>> So far the Stagg SA40 seems to be ok but I will let you know when we
>> have tested the electronics.
>>
>> I did call the Coventry store and spoke to Lewis who advised to send
>> the photographs of any damage.
>>
>> I hope you can help me with this issue once you have seen the
>> photographs and after reading this e-mail.
>>
>> More photographs to follow.
>>
>> Kind Regards,
>>
>> Mark Cave.