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Fowler Music Service: a horrific, unspeakable experience

Author: musicmann
Date: 2005-06-09 16:30

I present this as an alarm to the clarinet community.

I've shared this below expressed experience with other BB members and since I am not alone in this treatment, was urged to communicate this post.

Ten months ago I sent my R13 to Steve for an o/h, crack repair and plating, paying $300. 'up-front'. I received an email from him stating he looked forward to working with me, what work would be done, the cost and that it would take 10-14 days. (I can even deal with 60 days) That's where the ethical and decent business posture ended. That, was the only direct contact I had with him.
Now, ten months later, not only have I not received my clarinet but they refuse to return it. Their communication is pathetic, at best and they’ve compelled me, with advance knowledge, to pursue legal action

Nearly a dozen documented phone calls (his business and house phones) and only twice was the phone answered by his wife, who also responded to only two emails. The patent response was "he's working on it”. Regardless of my question, that was the response. Last March I was fortunate to get a status report in a phone call I made wherein I was told “it’s done, he only needs 3 days to assemble it”. Hurrah, Yeah! An untruth.
Now, three months later and NOTHING. THREE DAYS OUT OF THREE MONTHS. Yet, in these 3 months, Mr. Fowler found time to machine/mfg/sell new products advertised on his web site, do repairs for walk-ins, local school repairs and repairs under contract with the American Music Group Corporation.................. But, his time precludes completing a ten month long O/H, despite receiving monies up front.

Only days ago I was informed by yet another customer / BB poster that a clarinet was dropped off two months ago and it was done quickly, in a very timely manner. Yet, mine, and perhaps others, sits there for ten months while walk-ins get results. Apparently, mail-in customers who can't bang on his door to get results are not respected nor valued customers.

I've heard from other customers that over time they, too, paid monies up front, received the same patent responses / excuses/ delay tactics and that the usual turn around time was one year. Seemingly, this scenario is the rule rather than the exception. The excuses I received ranged from various personal issues, different medical reasons, time constraints and being an only child.

Most recently, I left phone messages expressing my need for the clarinet and requesting its return in ‘as-is’ condition. Nothing: no returned phone call, no email response…. not even when I mentioned my intent to post a BB message. I then left more messages / emails now demanding its return. Still nothing.

Only last week when I left yet another phone message of my intent to pursue legal action through various Maryland Gov’t agencies, did I receive an email response. It was literally a plea riddled with more excuses to give them 4 more days and it would be completed. And, stating they refused to return it ‘as-is’. I was informed that the NEW current status was (as opposed to the assembly of 3 months prior) it needed plating, buffing, key fitting, padding and assembly. I gave the 4 days and requested delivery tracking info be sent to me. Nothing. Again, more phone /email messages requesting the tracking information; nothing. Another call of intent of Legal action, and still nothing.

I’ve now contacted Legal authorities in Maryland. The Attorney at the State’s Attorney General’s Office was appalled at my experience. They advised me that once my request for the clarinet’s return was ignored, Fowler Music Service was in violation of Bailment for Repair and technically holding stolen property.

Their overall business communication and service is despicable. They exhibit excuses, delay tactics, untruths, erroneous status info, ignored phone messages and emails, and now refusal to return personal property.

What an ungrateful and pitiful way to conduct business. Not once did I hear 'we apologize or I'm sorry'. These people simply don't care: they are rude, inconsiderate, arrogant, self-righteous, contemptible, unresponsive, uncommunicative and untrustworthy.
.
As a NAPIRT member, he is not in accord with their documented standards of ethics regarding customer treatment. I've contacted NAPIRT, apprised them of the situation and made a formal complaint. Their Executive Board is reviewing it for disciplinary action. NAPIRT's publicized posture on this is: "technicians are morally obligated to practice according to an accepted code of ethics".

This kind of business posture is deplorable and alarming. Anyone considering sending their instrument to Fowler Music Service needs to be aware of what they can expect and the reality of their business posture.

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