Terrible Customer Service

Ok, let me first start off by saying that having worked in the restaurant industry in my previous career, I know how one must act when dealing with the public. While being a server is different than being a cashier, you still need to have some sense of urgency, and work in a timely manner.

Now, let’s go to my terrible experience at my local Guitar Center. The employee in question is named Scott. I do know his last name, but I will spare him since he seemed like a genuinely nice kid - but that was his problem - he is too nice. Scott, I think you’ll do great in life, but working as a cashier at Guitar Center is not your calling. Here’s why.
I had dropped off my newly acquired Steve Vai Ibanez Jem that I just got from ebay.

It had not been used for some time, and I wanted to get my strings on it and set up to the way I like it. So, I had taken my new axe to the Guitar Doctor for a tune up. As I enter the store and ask where I need to go, I was directed to the accessory counter where I was told Scott would assist me. There was already another customer being taken care of so I figured I would have to wait for at least 5 minutes or so.

Being on my lunch break, that was no big deal, but as I watched Scott talk to the customer in front of me I realized that I might be there for some time.

After Scott explained the payment options (cash/credit/check/money order), he gave the total amount to the customer. The customer handed Scott a debit card to pay for his goods. At that point Scott had to call a manager for approval on the process. no big deal I thought, the kid’s just being thorough.

Now, this guy was leaving his guitar to get some repair work and was concerned about leaving his axe there (I would be too, it was a 65 Strat), but Scott explained in about 23 different ways how the process of the guitar was stored, or how the customer could come back later to drop off the guitar or how he could call Scott to make sure no one touched the guitar. (Like I said before, Scott has noble intentions, just lousy execution).

So after about 15 minutes of deliberation, the customer looked over to me and told Scott to ring me up since that shouldn’t take too long.

Famous last words.

The previous day, I had dropped off my newly acquired Jem to get worked on, and was in and out in minutes so I thought I would just be able to come in, pick up the axe and get out of there. But then, Scott appeared.

He asked me how I was and I told him fine. Then when I casually said, “How about you?” He broke into a mini-tribute to Dream Theater, and how he was really getting into Progressive Rock because of them, and even though he knew he could never play as well as them he would try to.

At that point I gently smiled and handed him my pick up slip for him to get my guitar. Of course, he had no idea about what he was supposed to do - so he called over the manager and asked him. At that point the manager took my slip and we both walked over to find my axe. Before we got there, the manager whips out some guitar magazine and starts bitching about the $30,000 Eddie Van Halen replica guitar. He flips through the mag and shows me all the flaws of it and how idiotic it is for someone to pay that much for a piece of crap replica.

Hey, people will spend their money on people/brands they love, so more power to them, I just wanted to get my guitar.

So, after wasting another 5 minutes of my life, I finally get my axe, but I have to go back to Scott to pay for it. So I get to the counter, and the poor bastard customer who was there before me is still patiently waiting. I give Scott my slip. He looks at it and then begins to explain that since this was custom work done by an outside contractor, he had to ring the transaction differently. No problem I thought, and he proceeded to call the same manager over to the counter.

After five more minutes of waiting and Scott telling me how great my guitar looks and how the guitar strap I picked out looks really nice with it, the manager appears. Scott explains the sitch and the manager tells him what to do.

At that point Scott gives me the total: $29.95. He then begins to explain that the Guitar Doctor charges $25 for service, and they have to add a mark-up since they give him some space at the store, I just nod my head and and just hand him $40. As he is taking the money he asks how I want to pay - Cash/credit/debit/money order…

He sees me handing him the money and he takes it. Then, instead of using the cash register, he whips out some paper, writes down the total, adds tax, and gives me a new total. He begins to explain the reason why they charge tax. At that point I cut him off and tell him that I am fine with the tax, just give me my change and my guitar so I can get out of there.

He then does the math on some paper so that he can get my change. THEN he uses the cash register to do the same thing. Before he gives me the change, he calls the manager over. The manger appears quicker this time and immediately takes the $40 and asks Scott if he wrote up the “drop slip”, Freakin A, how many other things is this kid gonna have to do?

So, now Scott has to fill out 2 IDENTICAL forms indicating that I approved the work done by the GD, and that I didn’t hold the store responsible for anything. Fine, great, give me my copy so I can leave. That process takes 10 minutes as Scott has to RE-CALCULATE the total. Again. By Hand.

Finally, he gets all his paperwork that he needs completed. At that point I get my guitar. Now I tell him I need to pay for my new strap that he liked so much. Amazingly, that only took about 3 minutes to finish.

But, I am not safe yet. Scott now has to walk me to the counter clerk so that they can verify everything, and make sure I didn’t switch out anything. I show the counter clerk the slip for the guitar work, and I have the bag in which the strap is in. But, Scott didn’t have a receipt. So, he says he’ll go get it at the counter. At that exact moment, the phone rings and they announce Scott’s full name over the PA system. 3 times. Scott ignores the call as the other customer (who was there before me) was clearly upset and just like me, just wanted to get the hell outta there.

So Scott runs back over with the receipt. The counter clerk tells Scott that since it doesn’t have some “60″ number on it, he can’t stamp it because upper management will bust his balls. Are you kidding me? Scott then asks what he needs to do. The counter clerk tells him he needs to call the manager over to approve the transaction. Scott scurries off again to get the manager, an the counter clerk turns to me and says: “If Scott doesn’t get faster, they’re going to get rid of him…uh-huh”.

At that point, having been there for 1 and 1/2 hours, I have no patience left and I tell the clerk that I am leaving. He looks at me and tells me that if I want to come back, he can get me the “approved” receipt.

Whatever.

Scott, I hope they fire you and you get a job helping people - I believe that is your calling in life. You seem like a genuinely nice kid, but you certainly don’t belong in the world of retail. And as for Guitar Center, I understand the mentality of “Sink or Swim” - putting people through the ringer to see if they can handle the stress of the job - but sometimes, it just doesn’t make much business sense, and in my case, I can easily browse your store in person, and then go online to buy what I want without any hassle…

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