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Band-in-a-Box for Windows
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Joined: Dec 2008
Posts: 14
Newbie
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OP
Newbie
Joined: Dec 2008
Posts: 14 |
I decided I wanted to plunk down nearly $200 for the Everything Pack pugrade from 2013 but found I forgot my password from last year.
I sent for a temporary one, which I received. It told me I could change my temporary password but I did not see how to do this.
I placed my order.
I then went on to their live chat and asked how to change my password. I was told there was no way to do this. I replied by saying that almost every website on the planet, (that has a web store) allows customers to change their passwords) I was told that they would contact their webmaster but he was very busy and probably doesn't have any time to deal with this right now and that it would be days before they could get back to me.
I then asked to have my order cancelled.
I asked to have Peter Gannon's e-mail address to ask him. They said - sorry ....no ... they don't give that out. I could e-mail Sales@PGMUSIC.com which would go to the same people who didn't help me the first time.
Is this how the new PGMUSIC is handling simple customer request like this?
I have done business with PGMUSIC since they started - but this may be the first year I don't.
If Peter is reading this - I am very disspaointed.
I apologize if I posted this in the wrong forum - but I saw no other place to send my feedback.
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Band-in-a-Box for Windows
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Joined: Jul 2000
Posts: 5,278
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Veteran
Joined: Jul 2000
Posts: 5,278 |
Not sure why you'd need a password in the first place. It's easy to place an order without any account.
Martin
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Band-in-a-Box for Windows
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Joined: Jul 2000
Posts: 27,516
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In twenty years, I never had an account or password, so I'm puzzled by this as well. But I sincerely do wish you success in ordering.
With the program only in its second day of release, I can understand why they are unusually busy.
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; Presonus Quantom HD8 & Faderport 8, Royer 121, Adam Sub8 & Neumann 120 monitors.
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Band-in-a-Box for Windows
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Joined: May 2003
Posts: 8,021
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I never needed a password. My $$$$$$$$ was password enough.
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Band-in-a-Box for Windows
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Joined: Dec 2002
Posts: 12,910
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Joined: Dec 2002
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Matt, there has always (well for many years) been an option to create an account for ordering even though it is not needed to actually place the order. If you have an account, and can remember the password, then each year the ordering is a little simpler as it remembers your address.
Otherwise, I agree, Day 2 of an annual launch is not the best day to deal with these things.
BIAB – 2026, Reaper (current), i7-12700F Processor, 32GB DDR4-3200MHz RAM, Motu Audio Express 6x6 - My SoundCloud.
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Band-in-a-Box for Windows
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Joined: Jul 2000
Posts: 27,516
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Joined: Jul 2000
Posts: 27,516 |
Thanks Dan, I just learned something. If I ever did have an account, I must have lost my password too. But, when I've called, they know exactly what I have and always take care of me.
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; Presonus Quantom HD8 & Faderport 8, Royer 121, Adam Sub8 & Neumann 120 monitors.
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Band-in-a-Box for Windows
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Joined: Dec 2008
Posts: 14
Newbie
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OP
Newbie
Joined: Dec 2008
Posts: 14 |
OK - I finally got this figured out. I realize you don't need an account to order but I have always ordered wtih my account in the past as it retains your billing/shipping info, etc.
You actually have to go through almost the entire order process and "checkout" like you are going to purchase a product. It then gives you the option to change your password in the top right corner of the page.
This is not standard practice with websites that have shopping carts. There should be an "Account" tab anywhere in the store that allows a user to change his profile and secruity settings without having to checkout a product.
I spent quite a bit of time this morning trying to get an answer to this. I was on online chat three times - no one knew. I sent three e-mails and finally got an e-mail from their webmaster.
I ended up ordering the upgrade, but was dissapointed that no one at PGMUSIC even apologized for the frustration I went through or told me that this was worthwhile input.
This just isn't the same PGMUSIC I used to do business with IMO.
Anyways, thannks for all the replies.
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Band-in-a-Box for Windows
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Joined: Jul 2000
Posts: 5,278
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Posts: 5,278 |
If you have an account, and can remember the password, then each year the ordering is a little simpler as it remembers your address. That's funny. It appears much simpler talking to the administrator, and in case he is busy call up Peter to have reset some password ... instead of just retyping an address?
Martin
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Band-in-a-Box for Windows
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Joined: Dec 2002
Posts: 12,910
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I ended up ordering the upgrade, but was dissapointed that no one at PGMUSIC even apologized for the frustration I went through or told me that this was worthwhile input.
On behalf of PG Music forum family, I would like to apologize and thank you for your input in clarifying this issue. Hope that helps and that you enjoy the upgrade. 
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Band-in-a-Box for Windows
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Joined: May 2000
Posts: 38,502
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Posts: 38,502 |
@ digitaleagle:
My thoughts are that they perhaps just were not aware of the situation with the Change Password coding and now that you have pointed same out, it is already on the "todo" list now.
If you truly have always been satisfied with PGMusic Customer Service up to now, perhaps the order cancellation would be viewed as a bit extreme over the one issue, no?
Enjoy the New Band in a Box, and by all means, "Have Fun!"
--Mac
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Band-in-a-Box for Windows
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Joined: Dec 2008
Posts: 14
Newbie
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OP
Newbie
Joined: Dec 2008
Posts: 14 |
I never had to deal with PGmusic's customer service in the past as I never ran across this issue before.
I wasn't very happy with the way they dealt with it. They could have said - "I'm sorry for your frustration and we don't have an answer for you" but we will either e-mail or call you as soon as we do"
Instead they said it couldn't be done - which was wrong.
I just felt like they were taking my business for granted and just wanted me to go away rather than solving the issue.
I asked for Peter Gannon's e-mail which they refused to give me. (Apparently Peter doesn't want to hear from his customers anymore)
That's why I posted my experience on the forum. I was hoping maybe he would come across it and look into the situation.
I used to be a dealer for PGMUSIC a long time ago and today still recommend and use their products with my students. I'm not complaining about the product but the way they handled a simple customer order experience.
I think it could have been handled a lot more professionally.
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Band-in-a-Box for Windows
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Joined: May 2000
Posts: 38,502
Veteran
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Veteran
Joined: May 2000
Posts: 38,502 |
Is this how the new PGMUSIC is handling simple customer request like this?
I have done business with PGMUSIC since they started - but this may be the first year I don't.
If Peter is reading this - I am very disspaointed.
I apologize if I posted this in the wrong forum - but I saw no other place to send my feedback.
"I have done business with PGMUSIC since they started"Maybe that's why I got the notion that you have dealt with PGMusic before. And, there is no "new" PGMusic, it is the same organization, same people, same top man as before. The only thing new is the GUI, the 101 Realtracks and the New Features. Have Fun, --Mac
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Band-in-a-Box for Windows
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Joined: Dec 2008
Posts: 14
Newbie
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OP
Newbie
Joined: Dec 2008
Posts: 14 |
Same organization but with a different attitude towards customer satisfaction than I remembered.
I cancelled my order this afternoon.
I can live without Band in the Box 2014
Last edited by digitaleagle; 12/02/13 05:16 PM.
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Band-in-a-Box for Windows
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Joined: May 2008
Posts: 310
Journeyman
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Journeyman
Joined: May 2008
Posts: 310 |
I think it could have been handled a lot more professionally. Goes both ways.
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Band-in-a-Box for Windows
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Joined: Jun 2003
Posts: 1,116
Expert
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Expert
Joined: Jun 2003
Posts: 1,116 |
The Lady Doth Protest Too Much Methinks.
Keith
2026 Audiophile Windows 11 RYZEN THREADRIPPER 3960X 4.5GHZ 128 GB RAM 2 Nvidia RTX 3090s, Vegas,Acid,SoundForge,Izotope Production,Melodyne Studio,SONAR,3 Raven Mtis
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Band-in-a-Box for Windows
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Joined: Aug 2006
Posts: 8,731
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Posts: 8,731 |
That is true Danna, but really to fly off the handle and get mad at exactly the time when they are flooded with calls, orders, and might even be short handed due to vacations, and maybe even sickness this time of year is somewhat short sighted.
But hey if he can live with out it, well he is $140 better off for other toys.
Seems a little like cutting off your nose to spite your face.
If this was anger at Ford you could drive down the street to the chevy dealer and buy. But BiaB is the only program of it's kind. (don't toss out any other programs similar, cause there is a gap bigger than the grand canyon) If you want it and it is helpful in your process, a little kindness and patience goes a long way to getting what "you" want.
You know in general this is the way folks act anymore. They do not get their way and have to make a public display of anger. The more I think of it, the arrogance of some of the comments. " I want Mr. Gannon's e-mail"? really like the people he pays good money to handle his company are not good enough, so Mr. Gannon must handle every disgruntled customer personally?!!?? Really that is silly.
Maybe it was not handled right, or better perfectly, but what good did his actions, now he does not have the product he wanted.
It was called a simple customer request, but really it was a unhappy customer trying to bully a customer service rep into getting his way.
lastly the solution was there all along. I ordered, and i could not remember my password at first so i saw the link to order anyway, not biggie. Easy breazy.
Here's a flash memo, write your passwords down in a rolodex or something. Just sayin'
Wow what got into my cheerios today! Time for a nap!
HP Win 11 12 gig ram, Mac mini Sonoma with 16 gig of ram, BiaB/RB 2026, Reaper 7, Harrison Mixbus 11 , Presonus Audiobox USB96
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Band-in-a-Box for Windows
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Joined: May 2000
Posts: 38,502
Veteran
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Veteran
Joined: May 2000
Posts: 38,502 |
Hold on, folks, he ordered BB2014 anyway, at least that's what he said above here:
I ended up ordering the upgrade, but...
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Band-in-a-Box for Windows
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Joined: May 2000
Posts: 15,944
PG Music Staff
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PG Music Staff
Joined: May 2000
Posts: 15,944 |
Dear Digital Eagle,
I'm sorry to hear that you had this problem, and glad to hear that you went ahead and ordered the product anyway.
I wasn't aware that (for ordering), a forgotten password was hard to reset. (forum passwords are easy to reset if forgotten, this is only applying to people ordering, who have accounts for ordering).
So we will look at improving that. As stated above, you don't need an account to order, but it helps with remembered addresses etc.
I forget my share of passwords too, so I sympathize with the issue.
Have Fun!
Peter Gannon
PG Music Inc.
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Band-in-a-Box for Windows
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Joined: Aug 2011
Posts: 11,015
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digitleagle,
As a person that has been a consumer all my adult life, provided manufacturing field support for more than 25 years and customer support for an additional four I sympathize with your frustration and anger. I can assure you I have experienced such frustration and anger from both sides of the customer support fence.
You mentioned that you did not feel valued as a customer. I assure you that PG Music and the people at customer support believe you are a valuable customer. I've never worked for a company, or with a fellow employee, that says "let's tick off customers today". One of the reasons why many people enjoy working in customer service is because they receive a great deal of satisfaction from helping people. In this case, mistakes were made and you were not satisfied with your experience. Most likely the PG Music employees are not satisfied either as they really want to help.
As a 2013 returning customer to PG Music I asked sales and technical support many questions and have been very impressed with the service I've received from both groups.
I sincerely hope you can shake off this bad experience as I believe PG Music to be one of the best companies I've had the opportunity to deal with.
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Band-in-a-Box for Windows
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Joined: Mar 2004
Posts: 6,722
Veteran
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Veteran
Joined: Mar 2004
Posts: 6,722 |
Thanks Dan, I just learned something. If I ever did have an account, I must have lost my password too. But, when I've called, they know exactly what I have and always take care of me. I did not order yet, but this is exactly my experience from year to year, heck they even knew what color shirt I was going to wear the day I ordered!:> Later,
Last edited by Danny C.; 12/04/13 07:37 AM.
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Ask sales and support questions about Band-in-a-Box using natural language.
ChatPG's knowledge base includes the full Band-in-a-Box User Manual and sales information from the website.
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