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A Customer Service story that deserves to be told:
I contacted PG Music Technical Support on a problem, namely, a broken USB port on my BIAB external Hard Drive.
Since the damage was self-inflicted by a rampaging Irishman in a powered wheelchair, (a dangerous combination), I was only inquiring about the feasibility of a repair. Today, my Aide woke me with a UPS package from PG Music which contained a brand new USB External Drive pre-loaded with BIAB V2012 Everything Pak. I lost control and cried like a baby.
That sort of Customer Service and loyalty is truly “Above and beyond the call of duty.”
My special thanks go out to Catherine and Rob in Tech Support. Catherine withstood my Irish sense of humor. I also want to acknowledge the generosity of Dr. Peter Gannon who gave me the program as an award in the first place.
The competition, whoever they might be, could learn a valuable lesson in how to treat their customers by the extraordinary acts of PG Music.
- Don Gaynor
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Truly the gift that keeps on giving.
Good News!
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Quote:
I also want to acknowledge the generosity of Dr. Peter Gannon who gave me the program as an award in the first place.
Jeeze, it was free in the first place, and then they replaced it, no charge! Nice 
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I have been around computers and help desks for my whole working career and nobody does it better. The lengths to which they go to identify and correct bugs is amazing, as my "Tales of My MOTU" story illustrates. One user often doesn't matter to a company. Even 2, or 3 as it ended up (with more people using multiple interfaces and getting the same memory access violation), many companies just don't care. My case included a 90 minute remote session with one of the PG techs after which he said "Yep. You found a bug.", after whcih they fixed it in about 6-8 weeks with a patch.
Add in that last year they gave away product to winners of an unannounced contest, one of which was me, and this is the model by which all companies should model their support team.
Many kudos.
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No question about it, a first class team with a first class product! A business case review of PG Music would be worthwhile read for many companies regardless of business type or product line.
Win11, Intel i7 7700K 4.2Ghz, 32Gb RAM, 2x1Tb HD, 500Gb NVMe, BIAB/RB 2026, MOTU 828MK3 audio, MOTU Midi Express, Yamaha Montage 7, DX7II, TX802, Motif XS Rack, Roland Fantom XR Rack, Oberheim Matrix 1000, VoiceLive3 Extreme, Kontakt 6, SampleTank 4.3
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Very cool. Kudos to the PG team!
Regards,
Bob
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Good story about more great service from PG Music. Thanks for sharing, Don.
BIAB 2026 Win Audiophile. Software: Fender Studio One 8, Swam horns, Acoustica-7, Notion 6, Song Master Pro, Win 11 Home. Hardware: Intel i9, 32 Gb; Fender Quantom HD8 & Faderport 8, Royer 121, Adam Sub8 & Neumann 120 monitors.
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Simply first class. Well done PG.
ROG.
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First class service to a first class gentlemen. PS – how much whisky did the ol’ Irishmen have before deciding to become a “geek tech” 
Dad, how will I know when I've become an adult.
When your day is ruined because they rearranged the grocery store.
64 bit Win 10 Pro, the latest BiaB/RB, Roland Octa-Capture audio interface, a ton of software/hardware
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Great story -- thanks for sharing!
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Journeyman
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Wow. I am touched to tears myself. bless you Don! and bless the great folks at PG!
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I cried when I read this, but then realized my cigarette was burning a hole in my pants Don! I love this company, it's forums and members too! Thank You Peter for the best gift anyone gave me this last Christmas!
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A great story & thumbs up from another recipient of their fantastic service!
i5 3.20GHz, 32gb RAM, 1tb SSD OS, 12tb HDD, 4gb gForce vid card, 32" monitor, Audient id44, Win10 x64, BiaB/RB 2023, Reaper 6,IK Multimedia Total Studio 3.5 MAX, Waves 10
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Quote:
First class service to a first class gentlemen.
PS – how much whisky did the ol’ Irishmen have before deciding to become a “geek tech”
Mario, you couldn't guess how long it has been since I've had so much as a wee beer, probably 30 years. I never developed a taste for liquor. I could get into sufficient difficulty with beer. I guess that's the Oyrish in me.
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Apprentice
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Apprentice
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PG Music is truely a wonderful company, and it is nice to read such stories which only confirm what we already all know about the product, the support, and the people behind it.
I too had a nice experience this week with another excellent company who "Pforever Guarentees" its products... Price Pfister. When we built our house in 1999, our builder recommended we use Price Pfister faucets everywhere...
Well, last week (13 years later) the pull-out spray handle in our Kitchen faucet broke off where the hose connects to it... so I went on-line looking for a replacement part in a panic as our sink was totally unusable... I found out Price Pfister has a lifetime no-questions-asked warrantee and are the only source of parts for their products... Naturally, I called their 1-800 number, but unfortunately the sprayer part was out of stock... so instead they offered to ship me an entire brand new identical faucet ($350 retail) by express courier totally free of charge.
Now I understand why our builder was so adamently insisting on Price Pfister...
Here's to great companies
Cheers!
2008 Gibson ES-339 Custom & 2010 Les Paul Traditional. Fender SCXD Amp
BIAB/RB 2015 UltraPAK + Ketron SD2
Windows 7/64 Intel i5 3550 PC, Tascam USB144MKII
Behringer X1204 Mixer
Bose Companion 3 and/or L1 II w/T1 + SM58 MIC
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Don, that was redundant, since you had already said the company involved was PGMusic 
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I was already a dedicated PG Music customer for life, however long that may be, then I realized that PG Music may see that fact as an ongoing liability rather than an asset. I do try to give back in every way I can. I think the appropriate term is synergy, the concept that states that the whole is greater than the sum of it's parts.
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Quote:
Don,
that was redundant, since you had already said the company involved was PGMusic
Patrick, (A good Oyrish name, BTW),
You must be full-blooded Oyrish. You are Marring me saintly reputation. On a similar note, shouldn't you launch your grammatical assault with a capitalized "that?"
Touche' pussycat!
Something about throwing stones while wearing glass skivvies with a bird in the hand!
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Quote:
Quote:
Don,
that was redundant, since you had already said the company involved was PGMusic
Patrick, (A good Oyrish name, BTW),
You must be full-blooded Oyrish. You are Marring me saintly reputation. On a similar note, shouldn't you launch your grammatical assault with a capitalized "that?"
Touche' pussycat!
Something about throwing stones while wearing glass skivvies with a bird in the hand!
Don,
I'm confused by your reply to my post. You seem to have taken it as an attack, when it wasn't. It was a sideways compliment to PGMusic, implying that the very name already means "customer servicer"
Therefore, just as it would be redundant to say "loathesome mother in law" (don't those words mean the same thing??) it could be considered redundant to say "PGMusic Customer service" (Don't those words mean the same thing?)
Rather than contradicting you, I was saying the same thing as you, but in a way I thought was amusing.
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Pat, my redundant reply was also a redundancy in which I redundantly poked fun at you. Unfortunately, we can't always read the body language of the writer or the smile on their faces. It's a safe bet that I am not serious in my jesting.
Furthermore, I just renewed my Poetic License replete with Motorcycle and Power Wheelchair endorsements.
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