X -Music

_sparkie_

do you sell pro-mark drumsticks?

Rockshandy

_sparkie_ wrote: »

do you sell pro-mark drumsticks?

hey sparkie, we got in a selection of pro mark sticks, rods and brushes last week, feel free to pop in and have a look, a bigger order is on the way so if there is something specific your looking for give me a shout here, or in the shop.

cheers mate,

Brian

unclebill98

Smiler wrote: »

Ok don't know what happened there. Apologies that we didn't get back to you.

What product do you want to know about? I'll find out for ya.

PM me if you like.

Mick

PM was sent and answered, thank you but after thinking about it I feel I must share what happened with my fellow boardsies!!

Basically I went in and sat down with one of the sales people. I went through in great detail what I wanted. Was promised a email and call to further discuss what I needed and to inform me of rough prices. Its now 2 weeks and nothing.

Do not want to get into the finer points as I'm not looking to get the sales person in trouble.

frobisher

unclebill98 wrote: »

Its a shame really. I guess you can take the sales rep from the shop in town but you can't take the shop in towns attitude and service from the sales rep.

I have no allegiance whatsoever to X-Music, but I think a statement like that is very unfair, especially considering it is a newly started business.

Savman

frobisher wrote: »

I have no allegiance whatsoever to X-Music, but I think a statement like that is very unfair, especially considering it is a newly started business.

If they can't stand the heat....

dav nagle

Perhaps this is turning into one of those threads that is better off getting closed. It is turning into a ' best sales and services thread tit for tat load of yada yada'.

unclebill98

frobisher wrote: »

I have no allegiance whatsoever to X-Music, but I think a statement like that is very unfair, especially considering it is a newly started business.

I removed that comment but feel very strongly about it. Lots of the guys in that new store seem to be from the shops in town. Over the years the service in them shops has gotten terrible and I'm not the only one who thinks so.

They should view XMusic as a way to take customer service to a new level and rescue Dublin's failing music retail sector but they've not learnt from past mistakes.

Maybe they should have a meeting monday morning and discuss the tread There is more to the Irish shopping than those looking for startup guitar packs.

Its a savage shop but come on, get the simple things right.

dav nagle

There are a few factors that make a quality service:

1. No matter what you ask for the shop will do everything in their power to get you what you want, when I get treated like this I am a customer for life.

2. That level of service must continue

3. The customer should be given time and care and never hear the words 'no'

Really is that simple


There is no better feeling when a shop looks after you and takes the burden of finding something away, and then delivers.


Best of luck

Savman

dav nagle wrote: »

Perhaps this is turning into one of those threads that is better off getting closed.

So as soon as some criticism is dished out, whoah let's lock the thread because we can't have anybody's precious feelings get hurt???? They've gotten a whole load of free advertising and promo on this thread alone with everyone bigging them up. Now that they are up and running and things aren't running smoothly they can't just bury their head in the sand and hope all the bad men go away.

The simple fact is, there have been a few people recently that have complained about the service they have received (or haven't received as the case may be).

frobisher

Savman wrote: »

So as soon as some criticism is dished out, whoah let's lock the thread because we can't have anybody's precious feelings get hurt????

The thread hasn't been locked. Let's keep it OT.

120_Minutes

you cant please all the people all the time, boo hoo, suck it up and lets get on with our lives

unclebill98

120_Minutes wrote: »

you cant please all the people all the time, boo hoo, suck it up and lets get on with our lives

What sort of comment is that. I asked for a quote was promised a call/email with said quote and got nothing. Its not as if i just walked in and arsed around and showed some interest in something that I've no intention of buying. I had everything with me to show that I was not wasting there time. Paul knows what I'm doing so I'm no bloody bull ****'r

This tread as pointed out is about a new store thats meant to blow away everyone else apart from the lack of return calls they'll do it. One bad comment and its how dare you, like WFT

Its not about pleasing everyone all the time its about providing a service that you said you'd provide. If this gets locked cause of the comments being made now then its a disgrace. Do I start another tread called "XMusic, the faults".

Go to the banking forum and see that there is plenty of bad stuff said about banks, its discuss in a adult manner and I can so reason as to why that can not be done here.

Dav Nagle is 100% correct in what he is saying, where not asking for much here in all fairness.

unclebill98

frobisher wrote: »

The thread hasn't been locked. Let's keep it OT.

I am keeping it on OT. Its about Xmusic and everything that there about.

The tread is not called "Xmusic, happy comments only".

raindog.promo

Question first, what is OT?

Second, I've had nothing but good service from Musician Inc and have recommended many people to go there for their musical needs. I've always found the staff to be helpful, friendly and willing to go out of their way to help.

As it's the same staff now in X Music I'd be willing to give a benefit of the doubt considering as they are just up and running.

As for not replying to you, maybe it got lost in the whole getting stuff up and running part. Maybe it's something that has to be addressed. As for locking the thread, a big boo-urns to that idea. If X music does as it says they'll do (competing with thomann et al) this is nothing but good publicity, especially as they have the opportunity to come on here and redress the balance.

raindog.promo

120_Minutes wrote: »

you cant please all the people all the time, boo hoo, suck it up and lets get on with our lives

That attitude is arse though. Do you apply that to the ****ty bus service and any government services that take forever to get back to you?

raindog.promo

On Topic?

Smiler

Hi all

Thanks to all for replying and defending us, but Unclebill has a point. He was promised a phone call and he didn't get one.

Our bad. As I said before - apologies.

But as I've said already, if you'd like to PM me again and let me know what it is your looking for I'll find out for you. Or at least I'll find out why you didn't get that call back.

It may have been a simple case that someone forgot.

At the end of the day it was our mistake and all I can do now is try to sort it out for you.

You can email me directly at <snip> Please read the charter re emails in posts. Send it by PM instead <snip>

I won't be back in work till Monday morning though, I'm at home at the mo.

Cheers

Mick

af_thefragile

^Have you guys got Orange amps in your store?
I'm actually looking for a Orange Micro Crush actually... Any ideas?

Rockshamrover

You could make a movie out of this thread.

I can't wait to see what happens next:D

frobisher

unclebill98 wrote: »

I am keeping it on OT. Its about Xmusic and everything that there about.

The tread is not called "Xmusic, happy comments only".

Tis all good, tis all good.

PaulBrewer

dav nagle wrote: »

There are a few factors that make a quality service:

1. No matter what you ask for the shop will do everything in their power to get you what you want, when I get treated like this I am a customer for life.

2. That level of service must continue

3. The customer should be given time and care and never hear the words 'no'

Really is that simple


There is no better feeling when a shop looks after you and takes the burden of finding something away, and then delivers.


Best of luck

Cough ...

dav nagle

PaulBrewer wrote: »

Cough ...

I have some 'cough' bottle for you here in the house if you need me to hook you up. I have said this before quality service = customer for life and when I get my capital grant I know who I will be spending it with. AW.

fret_wimp

Im going to ask a cheeky question but If you dont ask you wont know, right?

Can xmusic guarantee that they can match the prices on sites like Thomann or some of the uk sites?

I was out there a few days ago and the price that was quoted on one specific guitar was about 280 more expensive than on thomann and even more expensive than on some of the UK sites.

Im happy to pay a little more for the ability to go to a store and walk out that day with the item in question, but paying anything over 100 quid more than internet prices is out of the question and I will wait a few days for delivery from an online store if it will save me over 100 quid.

Sorry to say I feel most of the irish public will do the same. A guarantee to match some of the online stores would really really help xmusic out, by letting customers see they are committed to giving the best value possible. just a thought.

PaulBrewer

fret_wimp wrote: »

Im going to ask a cheeky question but If you dont ask you wont know, right?

Can xmusic guarantee that they can match the prices on sites like Thomann or some of the uk sites?

I was out there a few days ago and the price that was quoted on one specific guitar was about 280 more expensive than on thomann and even more expensive than on some of the UK sites.

Im happy to pay a little more for the ability to go to a store and walk out that day with the item in question, but paying anything over 100 quid more than internet prices is out of the question and I will wait a few days for delivery from an online store if it will save me over 100 quid.

Sorry to say I feel most of the irish public will do the same. A guarantee to match some of the online stores would really really help xmusic out, by letting customers see they are committed to giving the best value possible. just a thought.

Good Idea!
I'm not sure it would be entirely practical though as the sell price is often dictated by the price the store pays.

So if Fender (for example) sell a batch of guitars to Mr.T and an end of line price and X bought the same ones a month earlier for 15% more there will be a price difference.

However, if X buy in a similar way they could be cheaper on some things -

Swings and Roundabouts I guess ...

PaulBrewer

unclebill98 wrote: »

Maybe they should have a meeting monday morning and discuss the tread There is more to the Irish shopping than those looking for startup guitar packs.

Its a savage shop but come on, get the simple things right.

I'll be out there Monday for a meeting, I'll mention this thread ...

PaulBrewer

dav nagle wrote: »

I have some 'cough' bottle for you here in the house if you need me to hook you up. I have said this before quality service = customer for life and when I get my capital grant I know who I will be spending it with. AW.

No, I actually do have a cough, blocked nose etc ...

Savman

PaulBrewer wrote: »

I'll be out there Monday for a meeting, I'll mention this thread ...

So are they your competitors or your compadres?

PaulBrewer

Savman wrote: »

So are they your competitors or your compadres?

Customers! We supply them with sE now.

unclebill98

PaulBrewer wrote: »

I'll be out there Monday for a meeting, I'll mention this thread ...

Good, they all have PC's so maybe there should be some kind of branch calender to put in reminders to call people back etc....

This is the last time I'm talking about it. I promise.

seannash

PaulBrewer wrote: »

Good Idea!
I'm not sure it would be entirely practical though as the sell price is often dictated by the price the store pays.

So if Fender (for example) sell a batch of guitars to Mr.T and an end of line price and X bought the same ones a month earlier for 15% more there will be a price difference.

However, if X buy in a similar way they could be cheaper on some things -

Swings and Roundabouts I guess ...

of course theres factors dictating the price but even if they only make the tiniest profit on something,its more than likely that the customer will return to xmusic for other purchases.

120_Minutes

i'm just saying that if i got my knickers in a twist over every "non call back" then i'd have a lot of twisty knickers. its an irish thing, we always do it, i've gotton it from bt, 3 and loads of other companies. its a fact of life, in this country you have to chase people for everything. i'm used to it, and at this stage i accept it, and i dont see the attitiude changing anytime soon.

my advice? take smiler up on his offer and move on....

fitz

To be fair, as long as we accept it, it's never gonna change.
The service industry in this country is a disgrace.
As suggested, it's easy enough to log enquiries in a freebie helpdesk type database, or just add callbacks to a shared calendar. It just needs to be thought out and put in place.
If this was done, you wouldn't be long about having a vast difference in quality between your service and everyone elses; something any business should be serious about.

frobisher

120_Minutes wrote: »

i'm just saying that if i got my knickers in a twist over every "non call back" then i'd have a lot of twisty knickers. its an irish thing, we always do it, i've gotton it from bt, 3 and loads of other companies. its a fact of life, in this country you have to chase people for everything. i'm used to it, and at this stage i accept it, and i dont see the attitiude changing anytime soon.

my advice? take smiler up on his offer and move on....

I've experienced it outside Ireland too. As service cultures go we might not be the best but we're not the worst.

PaulBrewer

I agree it shouldn't be accepted and should definitely be complained about.

However I can be guilty of the odd slip up myself ... I ain't a Robot, Daddy-O I'm an Artist!! That's the way we fly ...

seannash

PaulBrewer wrote: »

I agree it shouldn't be accepted and should definitely be complained about.

However I can be guilty of the odd slip up myself ... I ain't a Robot, Daddy-O I'm an Artist!! That's the way we fly ...

thats a ballsy move calling yourself an artist round these parts

PaulBrewer

seannash wrote: »

thats a ballsy move calling yourself an artist round these parts

Don't worry, Dav will be around shortly to clarify things with a poem.

fret_wimp

seannash wrote: »

of course theres factors dictating the price but even if they only make the tiniest profit on something,its more than likely that the customer will return to xmusic for other purchases.

exactly. As i was treated well in Musician Inc, i returned for all music purchases, strings, gadgets, cases and most recently an acoustic. I do this because they went out of thier way to help me out.

I brought in my 5 year old ibanez one day as it wasnt playing so well and they adjusted the truss there and then for free. very decent and made me take my custom back again and again.

Im in the market for a new strat and amp and If they can offer it at close to internet prices il purchase the whole shibang there. Also, if there is good service, as with musician inc, i will bring my business back again and again.

so this purchase may be only 1500 - 2000 euro ( i say only, relative to a stores daily intake), but over the next 10 years the total amount i spend there would be much more.

lets hope it works out that way.

seannash

PaulBrewer wrote: »

Don't worry, Dav will be around shortly to clarify things with a poem.

hel put you back in your box,you and your delusions of artistic granduer

PaulBrewer

fret_wimp wrote: »

exactly. As i was treated well in Musician Inc, i returned for all music purchases, strings, gadgets, cases and most recently an acoustic. I do this because they went out of thier way to help me out.

Well, as it's the same guys it shouldn't be a problem. When I was in the MI side they were the only ones with a good rep.

jtsuited

controversial this might be but.....

i think it's almost impossible to have the type of customer service we want (or at least seem to be talking about) in a place the size of X-Music.

I've always been both a supporter of German Mega-music-stores and the local guys (well not the instrument shops in town, they're a disgrace). The local small places are good for a bit of a chat, gettin the low-down from the inside and general personal interaction. Not to mention repairs, returns, demoing gear, and all the rest.

From a purely economic point of view it also makes sense. If anything ever goes wrong, I know of at least two places that can get me sorted quickly. That means less gig cancellations etc.

However I think that X-Music may (and the may part is very important here) fall between the two bar stools so to speak. As in, they could end up too big and impersonal to satisfy the customer needs, and not big enough to realistically compete with thomann. Just a thought though and I would hope for this not to happen.

dav nagle

I agree with Jsuited on this one. I think x music will end up exactly like he explained there. Anyhow this one is for Paul as always.


The artist paints
A dream
To good to be true
Yellow and whites
Pink green and blue
The artist can sell
Record mix and gel
The customers fix
Arrangement and licks
The artist can change
From one day to the next
Be your best friend
Or dump you on the road side
Like a dog on the street
Not loved anymore
With only one leg
And one red eye soar
The artist can fall
Down on his knees
When business is calling
Listen, you hear the word please
Please may I have some time with you
To paint you a picture
Pink green and blue

PaulBrewer

Dav for Poet Laureate !!

dav nagle wrote: »

I agree with Jsuited on this one. I think x music will end up exactly like he explained there. Anyhow this one is for Paul as always.


The artist paints
A dream
To good to be true
Yellow and whites
Pink green and blue
The artist can sell
Record mix and gel
The customers fix
Arrangement and licks
The artist can change
From one day to the next
Be your best friend
Or dump you on the road side
Like a dog on the street
Not loved anymore
With only one leg
And one red eye soar
The artist can fall
Down on his knees
When business is calling
Listen, you hear the word please
Please may I have some time with you
To paint you a picture
Pink green and blue

dav nagle

Yes

http://en.wikipedia.org/wiki/Poet_Laureate

120_Minutes

just to add, when i rang x music a while ago to get info on something and tere was no one in the relevant dept at the time to help, i got a call back 24 hrs later.

and also, slightly off topic, my wife who's american wonders daily how businesses stay afloat over here, she's amazed at the shoddy customer service in almost every industry.....in her words "if they were american and they did that, they'd be gone long ago"

seannash

120_Minutes wrote: »

just to add, when i rang x music a while ago to get info on something and tere was no one in the relevant dept at the time to help, i got a call back 24 hrs later.

and also, slightly off topic, my wife who's american wonders daily how businesses stay afloat over here, she's amazed at the shoddy customer service in almost every industry.....in her words "if they were american and they did that, they'd be gone long ago"

well on the other side of the coin,being irish and living in america i hate how intrusive the cutomer service is over here.they hover over you.you constantly get asked are you okay.and its all a little too fake,the whole how are you today,how about the weather nonsense.
theres obviously a balance somewhere.
i like to look around without being asked am i okay but when i do need help i dont wanna have to search for it.:D
but if im honest the music shops over here sound the exact same as at home.there customer service is just as bad but in other areas of industry its too much

fitz

The only way to do it properly is have a process that gets followed every time.
Look at how a query from a customer can go, it either gets answered straight off, or you have to get back to them. For every query where you have to call a customer back, you log it, with their name, number, and what info they wanted. Then it's just as case of having a list of open callbacks to work through. If you want to scale up and provide good service, you have to have a consistent process that everyone follows. It makes life easier for staff in the long run too, cause they know exactly what's expected of them, and they can go off a central list of work that they have to do, not having to rely on remembering to do it.

It's common sense, but the service industry in this country hasn't copped on to it.

dav nagle

fitz wrote: »

The only way to do it properly is have a process that gets followed every time.
Look at how a query from a customer can go, it either gets answered straight off, or you have to get back to them. For every query where you have to call a customer back, you log it, with their name, number, and what info they wanted. Then it's just as case of having a list of open callbacks to work through. If you want to scale up and provide good service, you have to have a consistent process that everyone follows. It makes life easier for staff in the long run too, cause they know exactly what's expected off them, and they can go off a central list of work that they have to do, not having to rely on remembering to do it.

It's common sense, but the service industry in this country hasn't copped on to it.

Agreed, such a basic simple underestimated effective mislaid concept :mad:

fret_wimp

Just a note folks. I mailed in a query to the xmusic folks lastnight and got just recieved a response. less than 24 hours for a response. I find that terriffic.

No complaints from me regarding service so far.

PaulBrewer

fret_wimp wrote: »

Just a note folks. I mailed in a query to the xmusic folks lastnight and got just recieved a response. less than 24 hours for a response.

The Bastards .... how could they??;)

PaulBrewer

This may be of interest to Posters -

For December SSL are running their 'Take me home' promotion in conjunction with us and X-Music whereby we supply X with a working demo rack and a duplicate contents of the rack.

On December the 9th myself and Richard from SSL will be at X-Music to answer your questions.

If you are interested in getting an SSL product you can take it home and try it beforehand.


www.solidstatelogic.com
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