Music Village — Local services in Riverdale

TL;DR - Avoid at all costs. This place took five months to do a warranty repair on an amp, would not return phone calls, gave conflicting information, and at one point even refused to return the amplifier so I could take it somewhere else. DO NOT GO HERE FOR REPAIRS. THEY MAY NOT RETURN YOUR PROPERTY.

Longer version: I took an amplifier in at the end of February for a warranty repair. I called about two weeks later to find out status and was told it was a solder joint and should be ready in another two weeks. I then called three more times over the next three months (March 15th, April 19th, and May 17th) to get an update. Every time I called the repair guy was "out" and they said he would call me back. I received no calls from them during that period.

I called again June 8th and told them I was becoming concerned. It had been over three months at that point and they wouldn't return my calls or even tell me what was going on. Melissa called me back June 9th and left voicemail saying that it should be repaired in a week. They said it was a "complex repair" and they were having trouble getting a part and had to source it "somewhere else", but they had just gotten the part. Keep in mind this is for an amplifier that is still being manufactured, so presumably despite more of these rolling out of a factory every day, they couldn't get a part. In any case, they it would be done in a week.

After hearing nothing for two weeks, I called on June 22nd and told them I had lost faith in this process and wanted the amp back so I could send it somewhere else. They refused. They said that it was not repaired and because it "had electricity" they wouldn't give it back "for my safety". They said they'd have the repair guy talk to me when he got back in a week and "might" return it then.

Read that again: I asked them to return my property and they refused. For "my safety".

They called me on June 27th and said it would be repaired in "a week or two". Now the story they're telling is that a part was back-ordered. They also insisted that they had called and left voicemail on the 18th, and the fact that my phone showed no calls or voicemail just meant that my phone provider must be wrong.

I called them July 1st, and they said it would be done in a week. They then called me on July 6th and said it would be done that weekend. I waited a week, but got no call. I finally called them on July 15th and was told that they had just finished the repair. When I picked it up there was no apology, no explanation. Nothing.

These people are at best incompetent, and more probably, flatly dishonest. They gave me FIVE different dates for completion and missed ALL of them. They gave wildly conflicting reports of the problem, refused to return calls, and worst of all, refused to to return my property when I asked. I actually considered involving the police to get my amplifier back.

Stay away. Support local businesses that have ethics and some level...

I'm all the way in Boston, MA yet this awesome music store all the way in Utah provided me some of the best service I've ever received. I had been wanting a PRS guitar for a long time. I finally broke down and decided to get one. I was researching them on eBay and wanted to find a reputable seller, who had good ratings, the guitar I wanted at a reasonable price, and most importantly was an authorized PRS dealer so I could have the full manufacturer's warranty. I came across Music Village, did a little bit more research, found they met all my qualifications, and decided to try them out. Within less than a half an hour from buying and paying for the guitar via PayPal/eBay, I got a personal (not canned or "one size fits all") message from Justin who is their online sales manager. He thanked me for my purchase, confirmed they were getting it setup and ready for shipment, and that they would ship it promptly. He also answered a few questions I had as well. Due to me being across the country and them offering FREE shipping, it took a full week to get to me. But I knew from the message I got from Justin that they shipped it, was provided a tracking number, and knew it had quite a length to travel...so I patiently waited and hoped it got to me in good shape. When I got it, it came in a box you would NEVER be able to tell just traveled the better part of 3,000 miles in a week. It was as if I had purchased it in the box right from the store in Utah myself. It came secured in the heavy padded PRS bag with the accessories, registration paperwork, and receipt. It was flawless, not a finger print on it from packing it up, and it came strung, tuned, and ready to play. I would very much recommend MV to anyone looking for a great experience when buying musical instruments. Amazing products, best prices you'll find, and extremely good service. I'd definitely recommend you reach out to Justin if you have any questions as he was great. Huge props to MV USA! Thanks for...

I recently had an amp repaired with Music Village. Overall it was a negative experience.

They received the amp 07/29 and called me on 8/12 to notify me that the repair was completed and that the amp would be shipped ASAP.

Since I hadn't heard back from them by 08/20 I gave them a call and was told they requested a return label from Marshall the previous week but Marshall was unresponsive and that they (Music Village) were stuck waiting on a reply. That their hands were tied until Marshall decided to issue a label.

I contacted Marshall (who contrary to Music Village's claim is extremely responsive and helpful) and they informed me that the return label was the responsibility of Music Village and that in fact Marshall hadn't been contacted whatsoever by Music Village. It was only after Marshall became involved that Music Village actually shipped the amp.

When I finally received the amp I found that music village had switched from JJ el34 power tubes(stock for Marshall) to EHX el34, without ever asking me. Also the prongs on my power chord were completely bent and now I'll have to replace the chord.

Also its a good thing I checked that the amp was still set to 8ohms since I use an 8ohm cab, nope they had switched it to 16ohm. Might have damaged my amp had I not double checked. Maybe they thought they'd get another repair out of it?

It is my opinion that Music Village is extremely slow and unprofessional, needless to say I would avoid using their services...