Report: #968722

Complaint Review: Guitar Center (Pro Care)

  • Submitted: Tue, November 13, 2012
  • Updated: Sat, November 24, 2012
  • Reported By: Marcel Giles — San Antonio Texas USA
  • Guitar Center (Pro Care)
    5795 Lindero Canyon Rd.Westlake Village, CA 91362
    United States of America

Guitar Center (Pro Care) If you are considering Guitar Center....DONT! Internet

*Author of original report: Author rebuttal

*UPDATE Employee: NEW Customer Care

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The Warranty service is a sham. This is the typical call center full of pople that are there to collect a pay check and do not care about the situation a customer may find themselves in, Along with  an unresponsive escalation department. (Left two messages,and NEVER got a call back). Purchasing the warranty was as useless (if not more) as the keyboard I bought from them.

         October 4th of 2011, after months of research waiting, and anticipation I went to the Guitar Center located at 7325 San Pedro Avenue San Antonio, TX 78216, and purchased the Casio CDP-120 keyboard. I did what I thought was the smart thing and purchased the extended warranty as well. Everything was fine until
         July of 2012. My keyboard stopped working. The problem seemed to be fairly minor. I press the button the light comes on I release the button the light goes off.  So I contacted the Pro Care department and put in a service request. During the phone call the representative conference in Casio to get a resolution. During the conversation, it is determined that I would receive a shipping label via mail. I was to then send the product to Casio, as the keyboard was still under the factory warranty. The label NEVER came. I checked both my mail and email, and I NEVER got a label,. I am a full time student I work full time, and I am a husband and father I do NOT have time to hold a companys hand to make sure things get done.
         October 5, 2012, I contacted the Pro Care department, advised that (1) I never got the label I should have received and (2) My keyboard is still out of commission. The representative , wrote an order up and sent my information to Soundcom Electronics Inc  a company even worse than you all. I dropped my keyboard off, and was told to give 2 business days to diagnose the problem.
         October 18 2012 I contacted Soundcom  (had not received a follow up from them after 2 weeks). I was told that the repairman was waiting on the diagram to come in. Advised me to call the next day.
         October 19 2012 I was told the repairman could not fix my keyboard, and I was told to come pick it up. I immediately called Pro care to advise. I was told that it would take 2 business day to contact Soundcom and verify that they could not fix my Keyboard. (After I just told them what they advised)  I was pretty firm that I did not wish to wait 2 days for them to confirm what I had already been told.  Pro Care agreed to contact them the next day (shouldnt that have been the first answer?)
         October 20 2012, I am told (By Pro Care) that Soundcom was not authorized to repair Casio keyboards, and I would have to pick up my keyboard and send it somewhere else. By this point I think you can at least understand why I am starting to get upset. I did some digging and located your corporate office, I spoke to the receptionist (who was the most delightful to speak with out of everyone I had to deal with) She put me in contact with the Pro Care supervisor (unattentive) who claimed to had called me the day before and did not reach me (untrue)  I was told to get my keyboard, wait another 2 business day (this is on Friday evening) for another label so that I can send it off.   I was apprehensive to do that. I had tried that route and never got my label, and now 3 months later I am being sent through the same circle all over again. Reluctantly I complied. Sent my keyboard via UPS to Pro Tech in Maryland.
         November 1 2012 My keyboard is delivered, I contact them on November 2, 2012 to get an update, they advise me they will diagnose the problem and contact me when its ready to go
         Today November 13, 2012. I contact Pro Tech, who advises me they are waiting on a part (again no one calls to update me) the part will take possibly 3 weeks because it is on back order. I am giving an ETA of late November before the part is even received. I call Pro care to advise, and am told there is nothing that can be done other than contact service relations to have them research and see if an alternate option is available.

This report was posted on Ripoff Report on 11/13/2012 04:21 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 Author of original report

Author rebuttal

AUTHOR: Marcel Giles - (USA)

This is my official rubttal. My issue has been handled,and I am very pleased with the outcome. Thank you rpoffreport for giving me the platform, and thanks to pro care for making this right.
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#2 UPDATE Employee

NEW Customer Care

AUTHOR: Laura - (USA)

Hello Mr. Giles,

We are the company who administers Guitar Center's ProCoverage. We are sorry to hear you've had an unpleasant experience and would like to get you back to enjoying your keyboard.  Please email us at with the name and phone number you used to register your claim. 

NEW Customer Care
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