I recently had a frustrating experience with Guitar Center that has completely changed where I buy my music equipment. Like many musicians, Guitar Center used to be my go-to store. However, a recent attempt to return an Apollo Twin DUO audio interface highlighted some serious issues with their customer service and product knowledge, leading me to take my business elsewhere.
My problems started when I tried to return an Apollo Twin DUO. Despite having clear documentation proving their error, Guitar Center initially refused to process my return. I had to spend a significant amount of time, nearly an hour, arguing my case. It even required getting Universal Audio (UAD) support involved on the phone and escalating the issue to the store manager. The entire process was unnecessarily stressful and time-consuming. It was only after persistent insistence and proof that they finally agreed to the return of my Apollo Twin DUO. Perhaps the fact that I was also purchasing an Apollo Twin QUAD at the same time influenced their decision to finally cooperate.
Adding to the negative experience was the distinct lack of product knowledge displayed by the Guitar Center staff. From the moment I entered the store, multiple employees tried to dissuade me from buying an Apollo interface altogether. They seemed remarkably uninformed about the Apollo range, particularly the differences between the DUO and QUAD versions. They even mistakenly believed that the term “TWIN” on the box indicated a DUO inside, confusing it with the actual processing power. At one point, they incorrectly told me they were out of QUAD models and only had DUO versions available, while in reality, the display clearly showed only QUADs and no DUOs. This lack of basic product understanding was concerning and further eroded my confidence in Guitar Center as a reliable source for musical instruments and equipment.
This negative encounter led me to discover Front End Audio, and the contrast in customer service has been night and day. Since switching to Front End Audio, my experiences have been overwhelmingly positive. Their customer service is truly exceptional. They offer fast, free delivery, and notably, they don’t add taxes to the invoice, providing a more transparent and often more affordable purchasing experience. Recently, they even made a mistake with one of my orders. However, what impressed me most was their proactive response. Without any complaint from me, they promptly apologized for the error and generously offered a substantial discount on my order.
The difference in how I was treated at Guitar Center versus Front End Audio is stark. Because of my negative experience at Guitar Center, I have decided to take my business exclusively to Front End Audio. If you are looking for a music equipment retailer that values its customers, provides excellent service, and demonstrates genuine product knowledge, I highly recommend checking out Front End Audio. You can visit their website here: https://www.frontendaudio.com/. My experience serves as a cautionary tale about Guitar Center and a strong endorsement for the superior service and customer-centric approach of Front End Audio.
