Hello friends. I don’t always spend my time buying things I can eat. Case in point is a vintage record player that was purchased for me at Christmas time. There was a problem with the unit and here is the story…
If you are unfamiliar with my struggles with Atlas Audio Repair, check out my original entry… “Who uses an Atlas anymore?”
Now, if you are all caught up, I have the most interesting news. I have spent the last month or so working, taking care of kids, coaching basketball, attending historic inaugurations and researching replacement needles for antique phonographs. Turns out that the replacement needle on the unit that was purchased for me was not at all new! It is a ‘Realistic’ brand needle from Radio Shack and hasn’t been in production for almost ten years. If you recall, the record player was sold with a supposed ‘new’ needle. Possibly new ten years ago, but no chance it was new in December or it had at least sat on a shelf for ten years. At any rate, the needle did not work (a key component in enjoying record albums). Atlas Audio Repair (duh, duh, dummmm) had previously explained to me that the needle was not covered under the thirty day warranty, even though the warranty did not previously explain any exceptions (only that a returned unit must be accompanied by a receipt).
So..
After a month of research, brewing and watching my warranty expire, I gathered myself up and marched back in to Atlas Audio Repair, broken record player in tow, duh duh dummmm.
I plopped the player on the counter and recognizing the serviceman from before I said… “I have a problem that is going to be resolved today.” (I had gathered up all my cajones) I stated that the machine didn’t work, was out of warranty and that I was here before and told there would be a charge for repairing a unit that was covered by a warranty. Then I dropped the bomb.
I said “I have discovered that the ‘Realistic’ brand needle that was supposedly new could simply not have been new”. I explained my research and said “Either Radio Shack is lying to me, or you are” Another man came approached the counter who had been listening to my account of the situation.
He said “If I may interject…a lot of times those Radio Shack guys don’t know what they’re talking about, you can find replacement parts for machines that are 100 years old”
This was a sly attempt at diverting my progress, but I persevered with this, “I’m sure your right on both accounts, but this part (referring to the needle) has not been even made in almost ten years and any one who uses this needle is using a part at least ten years old”.
He replied, “Yes, but a needle is like a light bulb, you can screw in a new bulb and it can break immediately, it happens”
I said, “OK, but that doesn’t change the fact that the unit was sold with a warranty that made no mention of excluded parts”
He said, “But the warranty doesn’t cover abuse”
Really. I asked if abuse was defined as putting the needle to a record and expecting to hear sound. Maybe I was mistaking on the function of the machine. I also explained my preference for shopping in the area and patronizing small, privately owned businesses.
Lastly I said that at that moment they had to decide to repair the problem at no cost to myself, or take back the player in exchange for a refund. I then said “You have a choice right now to lose a customer for good, or gain one for good”. Simple enough, just choose!
After some awkward glances the first gentleman pulled out from behind the counter….. a large bat and whacked me right in the head!! HA! that’s what I expected, but he actually pulled out a receipt/stub book and said he would be happy to repair the unit to my liking. I was shaking with satisfaction. I took my stub and left the store. I barely recall my feet touching the ground as I left, woo hoo!
The next day I received a call from Matt from Atlas Audio Repair, duh duh dummm. He said, “Hi Jim, this is Matt. I have ordered a new stylus for your record player, it will be in in a few days”. He continued, “When it does come in we would appreciate if you could give us some time to demonstrate the unit in the store so we all know that it is in working order”. (Maybe he’ll pull out the bat for real this time)
“Great”, I responded and thanked him for all his help. Yea, the help I obtained by squeezing blood from a rock. I am hopeful about the turn around in attitude but still a bit scarred by the complete, previous disregard for customer service. My continued patronage of the repair shop will be clouded with apprehension, but hopefully they find a way to clear the mist. Battle won. For now.
FV, duh duh dummmm!
Eat This NY
The Duchess of Amboy