[Update May 29, 2007: The title of this post has been changed to reflect some developments since I wrote the post in December 2006. The original title was: "Recommendation: Don’t buy from Dolphin Music." Read on to see why I've changed that title.]
In the five months since I wrote this post, quite a conversation has developed in the comments, below. That conversation included contributions by Jake Seabrook, the Customer Services Manager at Dolphin Music.
The negative experience I had with Dolphin Music that I reported in this post clearly resonated with a number of other people who posted information about their own experiences. Not all negative, though – others reported positive experiences.
What impressed me most was the entry into the conversation here by Jake Seabrook.
From Jake’s first comment – in which he says “I would like to try to address a few of the key issues discussed above and although not offer excuses, offer some explanations” – it is clear that here was a man who had been listening and paying attention to a blog post and the comments to it that were distinctly unflattering about his company.
While listening and paying attention were great to see, what made it especially impressive was Jake’s continuing contributions to the developing conversation. He lived up to the words in his first comment by providing explanations and addressing some specific issues.
Last week, Jake and I had a phone conversation. With Jake’s agreement, that conversation will be available here as a podcast (link as soon as it’s posted).
My conclusion from all this is that this post no longers warrants such a negative title. While it pretty clearly summed up how I felt about Dolphin Music at the time I wrote the post, my feelings have mellowed substantially in light of what’s happened since then.
And while I haven’t purchased anything from the company since before I wrote the post, I would consider doing so again if I needed to buy some equipment right now.
If you’ve arrived at this post as the result of a Google search, please do read the post and all of the comments in order to make your own informed judgement about Dolphin Music.
Now to the original post…
Finally – I have a working Microtrack 24/96 portable digital audio recorder once again.
Nearly three months ago, I returned the device for repair under warranty to Cimply Solutions, the UK company who does warranty repairs for the UK distributor, Dolphin Music.
And what a saga. Weeks went by with no word. At the end of October, I asked Dolphin customer support what was happening. No reply. More emails. No reply.
Eventually, it arrived back on November 17.
While the problem with it – display not working – was fixed, the device wouldn’t recognize any compact flash card I inserted, not even the M-Audio card that came with the device when I bought it from Dolphin Music in June. All that happened was a ‘No media found’ message on the display screen no matter what card was inserted into the device.
More emails to Dolphin. Silence. Then, on November 24, Dolphin agreed to exchange it for a new one. A straight swap.
And it finally arrived yesterday via UPS.
This experience of pretty useless customer service and support by Dolphin Music has not put me off M-Audio products. On the contrary, I still think the Microtrack 24/96 is an outstanding portable audio recording device.
But I’ll think twice before I buy anything ever again from Dolphin Music.
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Read all the above with interest having had dolphin recomended by a friend, despite some of the adverse comments I decided to take the plunge and order some equipment for my son’s birthday. I placed the order on evening of the 27/6, got a phone call on the 28th to say that one item ( a line 6 amp) wasn’t in stock but they’d offer a discount on an upgarded amp. After a phone call to someone who knows about these things I decided to go ahead and upgrade, phoned dolphin to confirm and all the items were shipped that day and delivered the following afternoon.
All I can say is my experience was first class and no doubt I’ll be back again in future, just hope that it’s always going to be as good!
Boy, am I pleased to find more Dolphin Music customers who are hacked off with Dolphin. I’ve had two problems with them, one of which is still on going. My first issue was getting a replacement for for my NEW Event monitors. after countless e-mails they said they would send me a shipping number to return BOTH monitors to the supplier and get a replacement. Funnily enough, that never evolved. No number or reference ever came through. I ended up going to Absolute music for advice who gave me the contact number for Event/Rhodes Distribution where I got the replacements I required.
Then Tuesday 24th July I had a word clockk sync. problem with one of my Behringer ADA 8000. I called Dolphin and they went through some basic fault finding, they too found that the unit was at fault. I had an urgent session comming up on the following Friday and requested something in the meantime to “get me through”. After much conversation with Callum and Jake, they could only offer me an item if I chose to purchase it and then return it at a later date, well, bearing in mind the Event Issue that I had I was not going to give dolphin yet more money. They’d had well over a thousand pounds of my cash within the year and if they can’t “loan” a unit, it just shows what kind of a “Customer Orientated Company” they are. I was told that a replacement would be out by the middle of the next week for me as soon as they had new stock.
Well, the next Thursday roled around and guess what, “sorry we’ve not had our Behringer stock in yet”. They promised again for the next week. I called the Friday after and found that it had been shipped direct from Behringer to my address and it had been signed for by a Mr Pindon. A Mr Who? I seem to remember my last name as Armstrong! Callum told me they had shipped it to what was my previous work address. He tried “passing the buck” saying that I had that address on my account details, but as I pointed out, if he’s checked with me the delivery address, I could have told him that that address is no longer used. At no time was there any address confirmation involved. I was then told that they would arrange a collection from that address to my address and it should be with me in a couple of days. Well, not long after this conversation, there was a knock at the door and a delivery/collection company had come for my faulty unit. I was so shocked as AGAIN I had not been informed of any collection, especially as not so long ago I was on the phone to Callum. As the faulty unit was not “prepped” for shipping, I sent the company away empty handed and appologising to them for a wasted journey, but I was not informed of this collection.
It is now 16.20 on the 16th of August and still NO SHOW. I’ve just finnished on the phone with Callum asking for an update and apparently it WILL turn up today. I’ve lost faith completely now. This small Warrenty replacement ahs taken 3 weeks so far and many a buck has been passed. I’ve had one appology from them in regard to the monitors and that’s it! I’ve had to turn away countless oppertunities and projects due to not having both ADA 8000s and Dolphin just take my money and F*** it up. They do not have a clue on customer service. i often wonder if the quotes on theur site are genuine “satisfied customers” as I’ve not had one positive experience with them yet.
I’m taking my business elsewhere from now on and I strongly advise any other people to as well. I’ve come accross “Absolute Music” (as I Mentioned earlier). They put every music store to shame in every possible way : Customer Service, Product Support, Enquiries AND believe it or not PRICE!
I told Dolphin Music that I would not be using them again and they did not seem to care, so that highlighted their “service” even more. I have access to a lot of new comers and Pros in the industry and Dolphin can be sure that Me or anyone else I know will be using them.
With regards to my previous message, I was PROMISED my ada 8000 would be delivered today. Guess what, It’s 19.00 and no show!! Can Dolphin even organise a p*** up in a brewery?! I doubt it, unless you give them at least 12 months in which to find the alchohol!
So here I am, 14.25 on Monday after being promised the replacement item would be here the previous Thursday. I’ve just had a call back from Callum who has said that “we’ve just changed our delivery company and they’ve messed up”. There goes another buck! Apparantly the new company re-delivered it to the same previous work address. Dolphin now have it back at their depot for shipment TODAY (How many times do I have to hear this one!!). Again, Callum told me they’d pick up the faulty unit tommorrow, however I’ve re-stated that the faulty unit will not go back until I’ve received the replacement. I’ve been messed around so much by this useless company, I highly recomend not to use these useless money grabbers of a company. If I’m lucky, Jake may respond to these posts after some time, but at the end of the day, he’ll only pass the buck and use “tactical phrasing”. The reason for all these posts is to give other people an insight as to how awfull they really are when it comes to anything except taking money. I’ve noticed that I can call a Direct line, customer service line or any of the stated numbers on their contact details and, most of the time, all of them go to voicemail. If you call the Sales Line, it’s picked up within seconds! Steer well clear of DOLPHIN MUSIC unless you want to go down with a stress related illness. I only wish I’d found Absolute Music before I’d found these bunch of time wasting, buck passing fools!
Ben, you’re pretty angry, it’s clear to see that.
As you know from reading all the content here, this site isn’t anything to do with Dolphin Music. The post I originally wrote, together with all the comments, have served a number of purposes, not the least of which being a place for people to vent and a place for Jake to endeavour to engage with people.
I think he’s done a terrific job even though some people still are not happy. Sorry to say, but not everyone will be happy in these circumstances.
What this place isn’t is a formal channel to Dolphin Music’s customer support. So it’s time to take your issues directly to Dolphin Music.
Notwithstanding your issues, Ben, about which I do understand your anger, I’ll be closing the comments at the end of today.
Thanks to everyone for all your comments and opinions here.
Hi Guys,
Neville has very kindly re-opened the post so that I can quickly just explain that we are going to very shortly open a Customer Service Messageboard/Blog on our website so that customers can use that to not only communicate directly with us but raise issues, concerns or problems.
As Neville points out, the best way to contact us is always directly and we are broadening this channel of communication so it is easier for our customers to do so.
Thank you to everyone who took the time to make posts on this thread and although some was not positive it has provided us as a company with invaluable feedback to what our customers feel about our systems and processes and been responsible for helping us with our direction.
As always, I am contactable at my personal email jake@dolphinmusic.co.uk and hopeully you can start to use our new blog/messageboard shortly.
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