I brought in a mandolin to be restrung. I was told that it would be restrung and cleaned and ready maybe the same day. I mentioned to him that he should change the strings one at a time because it was a floating bridge and would fall off if he took all the strings off at once. As I was leaving I was horrified to see that he had removed all the strings all at once and had already added the 8 strings to the tailpiece. This worried but me but I was confident that it was in good hands (i.e.) I assumed he knew what he was doing. HE DID NOT! When I got it home I tried playing it but the intonation was off up and down the fretboard. I saw that the bridge was misplaced by 1/8”, evident by the dust still in place. I released the tension on the strings many times trying to adjust the bridge. I finally got it in a place where most of the notes are back in tune. I called the store hoping to get help. I was told they were busy and would return my call. THEY DID NOT. I went to the store the following day and asked to speak to the manager, Mike. I told him the problem, he asked to see it. I opened the case, he looked at it and then said he didn’t know much about mandolins. No help, no course of action to fix the problem, completely useless. So I just paid $50 for an unqualified tech to re-string an instrument he knows nothing about. LESSON LEARNED. And I met a manager with no interest in customer care. They’ve lost my business, I won’t be returning. Think twice before you assume that Long & McQuade has qualified people handling your treasured instrument. UPDATE: The response here from Long&McQuade requested that I email them directly to resolve this issue. I emailed them immediately but have not heard a response since. So the ‘How can we help?’ was a reply in keeping with the attitude they presented me with at the Hillside store location. They continued to ignore the situation hoping it would go away. Shame on Long &McQuade Hillside, Victoria BC location!
I suppose it isn't really fair of me to be doing a review on L & M's as I have been a customer of thiers since the early 1980's in Winnipeg. Don't get me wrong, I also like the smaller music shops in Victoria as well, but Long & McQuade has a huge selection of about anything you may need for a musician.
The staff is knowledgeable, and most of them seem to be musicians as well, some gigging some not. Whether you need equipment to play at a bar or get an instrument for your child's school band, lessons or rental equipment they will get you kitted out.
I am truly a fan of the store and I don't see stopping my shopping anytime soon.
