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My complaint letter to Gramaphone regarding my (still unavailable) Beyonce DVD

I am so pissed with the service here. I have been a loyal customer for years and I am very disappointed. 

Yesterday I called in regarding the release of Beyonce’s new DVD Elements of 4: Live at Roseland. I decided to check if they had the DVD in stores since the worldwide release date was on the 25th. A guy answered the phone and told me he would call me back after he checked and I was appreciative since he did call me back. 

He said, “we already have the DVD in store but unfortunately we are not allowed to sell it to you until tomorrow.”

He went on to tell me that I could visit the other outlets as well. I thanked him and said that Gramophone was more help than HMV. 

So since I was going to be at the Raffles Place area, I thought of checking your outlet there. I checked the timing of the store’s opening hours and the site explicitly says 11am - 2:30pm, so I went down. It was already tiring that it mentioned the address wrong, the store wasn’t opened! I waited till 12 and no one was there! 

Resilient enough, I went over to The Cathay, since that was the outlet that I called last night to check. I went to the counter and asked if the DVD was ready for sale. 

The manager/supervisor (or someone of higher authority) attended to me and checked on the system to see if it was in store and surprisingly enough, DVD wasn’t even there! She then continued her work and I was left standing there waiting for an explanation.

So I searched on my own, but efforts were in vain. She spotted me and asked who answered my call. “A guy,” I said. 

She then casually walked away without an apology and went on to do her work!

I am extremely disappointed with everything, since I always get my CDs at Gramophone and the fact that I wasn’t the only one who called in regarding the DVD, how can you be let off with such complacency?

I demand an explanation  on all the trouble I went through regarding the Raffles outlet not opening, the guy telling me the DVD was in stores and that I could get it today (which I couldn’t) and how the staff there was quick to dismiss me faster than a pop-up window on a porn site. Lastly, when are you guys gonna have the DVD in stores, please. 

3 months ago

November 26, 2011
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