I want to share a very strange exchange (telephone call) I
had earlier this afternoon with Jasmine in the support department at Music
I finally purchased
a Roon Nucleus+ device from the Music Direct website on July 16, 2019 and
received emails notifying me that the item would ship on July 17; Music Direct also
added California tax to a later receipt. (NOTE: I purchased a Roon Life Membership in May 2016, but have not installed any software yet as I've been waiting for the "roon environment" to improve before wandering aimlessly spending thousands of dollars unnecessarily.)
Two days later, my
account indicated that the item was still “Unshipped” so I called and spoke
with a gentleman in Sales who was likewise surprised that the order had not
been filled because they have the item in stock – so he transferred me to Support
and that’s where I had the opportunity to speak with Jasmine.
Jasmine happily explained
that for first time purchases that they will “email and call” the new customer
to make sure they had placed the order. She also confirmed that while she had
not emailed me, that she had called me and left a voice mail asking me to call
and verify the purchase. I did not receive a voicemail message and my call log
does not show any incoming or missed calls. This conversation then went from
bad to worse and she offered to just cancel the order all together and I confirmed
to cancel the order. I also stated that I hoped to speak with a customer
service supervisor because this was a very distasteful exchange. I have received
the Music Direct catalogs for a couple of years and their website looks
legitimate. I do not know if they were “stalling” because they did not have the
item in stock or if I just had a bad experience, so to speak.
Has anyone else
had bad experience with Music Direct? Are they a legitimate audio hardware reseller?
I have a suspicion that something is wrong, but I cannot put my finger on it
and wanted to share this experience with the hope of helping others or learning
that my experience was not typical. Thanks in advance for the feedback.
Sincerely, Mark L.