ComplaintsforLong & McQuade Limited

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Long and McQuade sold me a ****** *** **** as a demo model, and the checklist in the case says there's a warranty card included. But, the warranty card is missing and this would seem to suggest that the manufacturer's warranty for this guitar is void if there was a previous owner, but that wasn't stated in the purchase agreement. See: https://******************************************** ****** Warranty THIS WARRANTY IS EXTENDED TO THE ORIGINAL RETAIL PURCHASER ONLY AND MAY NOT BE TRANSFERRED OR ASSIGNED TO SUBSEQUENT OWNERS. YOUR PROOF OF PURCHASE OR SALES RECEIPT MUST ACCOMPANY ALL REQUESTS FOR WARRANTY COVERAGE. This Warranty Is Subject To The Following Limitations THIS WARRANTY DOES NOT COVER: 2. Any instrument whose warranty card has been altered or upon which false information has been given.

  RE: Temporary complaint ID is ************************************ Greg H. from Long and McQuade Richmond sold me a *** **** Standard which he represents as a "demo or flooor model", and told me the guitar had been "rented out" which would seem to indicate that the lifetime manufacturer's warranty had not been voided, because ownership has not changed hands. See: https:/********************************************* ****** Warranty THIS WARRANTY IS EXTENDED TO THE ORIGINAL RETAIL PURCHASER ONLY AND MAY NOT BE TRANSFERRED OR ASSIGNED TO SUBSEQUENT OWNERS. YOUR PROOF OF PURCHASE OR SALES RECEIPT MUST ACCOMPANY ALL REQUESTS FOR WARRANTY COVERAGE. This Warranty Is Subject To The Following Limitations THIS WARRANTY DOES NOT COVER: 2. Any instrument whose warranty card has been altered or upon which false information has been given. And, as per the checklist included with the guitar case (*** ********* the warranty card should be included with the case, but upon inspection, the warranty card is missing from the case. This would seem to suggest that the Manufacturer's lifetime warranty against defects has been voided, and constitutes a gross misrepresentation of what I was purchasing. Upon contacting Wesley W. from Long and McQuade Terminal Avenue Vancouver who finalized the sale, he said he 'would produce this unaltered warranty card for me to submit to ******'. However, I have found evidence online that states the warranty card must be submitted within 15 days of purchase by the original purchaser., and this time has long past. What I now think about this purchase is that this was a case of bait and switch, whereby I was led to believe I was getting a new guitar with a full manufacturer's warranty at a reduced price, but what I now have is potentially a $3000 plus liability if anything goes wrong with this guitar in the way of manufacturer's defects.

  Business response

  18/05/2023

  The Warranty rules that are being referred to our U.S. warranty rules.  In Canada, the ****** warranty is administered by Long and McQuade and our Distributor ********* *****.  There is no issue with the warranty moving forward. The customer will have a full new warranty, the same as any other ****** sold in Canada.  I will also point out that the Canadian Warranty is much more extensive, the U.S. warranty only covers manufacturing details, the Canadian warranty is all inclusive.

  The customer is always free to exchange the guitar for a "non demo" item, and pay the appropriate upcharge.

  ***** ****

  Customer response

  18/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  28/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a Guitar that is under warranty. i sent it in for repairs for the pickups mysteriously popping inwards so i had the pickups changed to different ones costing 300 bucks for the pickups and I also told him about the switch control cutting out the sound and volume of the guitar when switching from neck to bridge pickup. he didn't fix the problem when he charged me 135 bucks to install the pickups and put on new strings for 30 bucks, when he took off more expensive new strings to restring it. He also quoted me for 80 bucks for the repairs but that soon changed. As i was picking it up. i noticed several screws were missing from the guitars pickups so i had him put them on it. 135 bucks, i better get it repaired. I took it home and noticed the switch control was still cutting out. I live an hr away from this shop and its the closest one to me that covers Fender WARRANTY. So I called and complained again, He said theres nothing wrong with it but send it in and we will take a look at it again. Today 2022-02-26 my mother brought it in to get it repaired and he didn't do anything to it. Did a half test of the guitar without the tremolo bar attached to it an said it was fine and that it was my amp or drop pedal. I get it home and try it again on a different amp without the pedal and guess what. It still cuts out

  Business response

  17/03/2022

  Business Response /* (1000, 5, 2022/03/02) */ Contact Name and Title: Rick S. Contact Phone: XXXXXXXXXX Contact Email: *********@************.com I spoke with ******. He is popping into the store on March 7. A different tech will take a look at the issue, and we will repair at no charge, as well as give ****** a couple sets of guitar strings. Intermittent electronic issues can be a challenge, we will get ****** happy and playing his guitar as soon as we can. ****** sounded pleased with the solution we offered.

• Initial Complaint

  27/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a Dj controller through Long and Mc Quade in Victoria 6 or so months ago and it's still under warranty. I've taken it to Long and Mc Quade twice now and they won't do anything They said they tested it and I had the rong setting and I have ben emailing ****** the manufacturer which refered me to a technician most of the tests were ok but it has a problem with the display on one of the decks. I went to ******s website and updated the firmware and it still does the same thing. I want either a replacement item or my money back and then I wash my hands of Long and Mc Quade that and the ***** manager "****" *************************** and some other employees who should even be in the music and instrument business *************. I also emailed ********** (one of the owners) and he blew me off telling me to deal with the store

  Business response

  12/01/2022

  Business Response /* (1000, 6, 2021/09/27) */ Contact Name and Title: ***** **** Contact Phone: XXXXXXXXXX Contact Email: *****@long-mcquade.com The customer has had the unit for six months, as far as everything we could see was the unit was working properly. We spent a lot of time checking and rechecking the item. Some of these items can be difficult to use. The implication that I "blew him off" is far from the truth, He is in Victoria, I am in Toronto, so I tried to resolve this through the store. Yes it can be frustrating when computerized products don't do what you want them to do but that does not mean the product is defective. Consumer Response /* (3000, 8, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Most retail stores offer to exchange or give you a full refund on items that are defective but I and another person who is a tech that works for ****** the manufacturer trouble shot the item and the tech said it was probably and printed cucuit board one of three in the item but no one at Long and Mc Quade seemed to wanted to listen to me and I truly belive that was the issue but I received a partial refund probably just to get rid off me. I have electronics experience building and troubleshooting pc's and habe over ten years experince and I want the remainder of my money refunded and will get my DJ equipment somewhere else

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