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<blockquote data-quote="Pat Ferdig" data-source="post: 55704" data-attributes="member: 1768">Re: Uli Behringer of The Music Group Q&amp;ADear Doug, I am the VP, Care for MUSIC Group and I wanted to address your concern regarding the warranty process. We have made some significant investments into our overall Care operation including process, tools and resources.&nbsp; As a direct result, we have seen our response times significantly decrease.&nbsp; To put this into perspective, we were responding to customers inquires within 24-hours only 67% of the time six months ago.&nbsp; Over the last 30 days, we have been averaging 98% of all initial inquires and 85% of all follow-up activities received a response within 24-hours or by the next business day.&nbsp;&nbsp; &nbsp;&nbsp;As you experienced first hand, last week was an anomaly due to the Memorial Day holiday and we had a difficult time recovering.&nbsp; We learned from the experience and are once again responding within 24 hours.&nbsp;&nbsp; &nbsp;&nbsp;Even though we have made some significant improvements, we still have work to do.&nbsp; Our goal is to respond to every customer within 24-hours or by the close of the next business day if the response is received on a weekend or holiday.&nbsp; In short, my goal is to offer the best service in the industry and I look forward to delivering on this goal.</blockquote>

[QUOTE="Pat Ferdig, post: 55704, member: 1768"] Re: Uli Behringer of The Music Group Q&A Dear Doug, I am the VP, Care for MUSIC Group and I wanted to address your concern regarding the warranty process. We have made some significant investments into our overall Care operation including process, tools and resources. As a direct result, we have seen our response times significantly decrease. To put this into perspective, we were responding to customers inquires within 24-hours only 67% of the time six months ago. Over the last 30 days, we have been averaging 98% of all initial inquires and 85% of all follow-up activities received a response within 24-hours or by the next business day. As you experienced first hand, last week was an anomaly due to the Memorial Day holiday and we had a difficult time recovering. We learned from the experience and are once again responding within 24 hours. Even though we have made some significant improvements, we still have work to do. Our goal is to respond to [U]every[/U] customer within 24-hours or by the close of the next business day if the response is received on a weekend or holiday. In short, my goal is to offer the best service in the industry and I look forward to delivering on this goal. [/QUOTE]

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