Instrument Return Policy

[YouLanFengChune]

Hi!

Last night was Cadenza's Meeting, and we have come to address one problem.

There is a severe lack of trust across the Internet regarding musical instruments and return policy. We are deciding on several factors, so i thought we might share this aloud.

We are thinking of having a return policy. IF by any chance, you are not satisfied with the instrument, there will be a full refund of the intrument price, upon back shipment of the rejected instrument. Sorry about the shipping cost though. Its to prevent people who simply wanna borrow without any intent on buying.

The team surprising views this as a challenge. To pick only the best and win a lot of customer's confidence.

To start with, our housebrand Hangzhou Erhus and Ng Teck Seng Dizis are available with this scheme. If All goes wel, more instruments might be eligible for this as well. However, there are a few concerns.

This scheme is only available via email. It is prevent Paypal from taxing too much. You would then send a Singapore dollar money order over. In this way, much of your assets are protected. Prices are the same as on the web.

Cadenza's aim is not just to sell instruments, but to be a caring and responsible online retailer. We would like to hear more opinions before moving forward. I'm sure we have always been as helpful as we can, and this is just one step to win more confidence.

[Vi An]

Hello,

This is generally a very good step towards business with your customers via the net (long distance). It is very stressful to deal with a maker who is so eager to hop onto the "online" and international market BUT who do not take any measures to make themselves more reliable, responsible and most of all more accessible!

There needs to be an international code of conduct and an international set of standards that all online businesses should follow with the strictest confidence.. Especially in the fine musical instruments market. It is not child's play. There needs to be a higher level of accountability with regards to Asian fine instruments makers who send off products to the Americas and Canada. There will be a huge demographic of consumers which will open to the market of fine Chinese/Japanese/Vietnamese/Korean musical instruments IF ONLY these businesses would get with the times and have onboard -- English speaking reps. There are so many websites online offering fine musical instruments but NON of them provide the option of the website in an English version? Rule of thumb, you are attempting to do business online -- YOU ARE EXPECTED to have multiple language modes. Do they not wish to reach the world of business???

Therefore I am super impressed with our friends at Cadenza, our communications have been very fluid and progressive. Basically you are right, if your customers are not 110% confident in your business, you will not have a business for very long. You need to take very measure possible to work directly for and with your consumer. You need to stay involved, plugged in and aware of the vastly expanding markets. The interest within the western world is growing at a rapid rate for fine Asian musical instruments even more so these last few years! Cadenza seems very on top of this so I am confident that the future shines brightly for you..

My best,

Vi An.

[calden]

Great idea, and I agree with Vi An.

I've bought instruments over the internet for years and would not think of it if there was not a return policy. I've had guitars costing $2500 and tried them in my home for half a week, only to return them and pay only shipping. It's standard practice.

The only time I bought without a return policy was in buying an entry level erhu a few years ago, as a starter instrument for my son. There was absolutely no return policy, even if it was damaged in shipment. This seemed rather harsh, but it was from a company with experience and felt more reliable than a private ebay seller, and the price was low so I figured I'd have not much to lose.

But it certainly is no way to gain repeat business, and NO WAY would I consider buying a real, quality instrument.

Good for you. This will only increase your sales, especially in the USA where we're accustomed to a reasonable return policy.

Carlos

[Dick]

I would agree with just about all the comments made by Vi An and Carlos about return policies. It just makes good business sense.

However, the part of your proposal that requires payments via direct cash transfer seems odd. Personally, I would not do business under this condition. As someone who has used credit cards for purchases in many places in the world, I would expect Cadenza to accept Visa, MasterCard, and American Express, just like a real business does.

[davidmdahl]

My only issue with the new Cadenza return policy is that it presumes payment is done in Singapore $. I have done some checking locally and the cost of paying in this currency is quite high. I would appreciate knowing about reasonable payment methods available in the USA that allow a fair exchange rate and fee.

Best wishes,

David Dahl
Portland, Oregon

[YouLanFengChune]

Haiz,

Another mistake on our part.

Wer didn't realise that it is a lot more touble sending money orders than we think.

If we impose 5% more on our paypal price (its a form of insurance, if you think of it) would the customers do it?

[YouLanFengChune]

Hey!

Thanks for a lot of input.

Cadenza was formed by a grup of aspiring like-minded musicians. Well, we do wish we have a small place where friends gather, talk more music than shop, brag about your ol' pipa have tea and ....u get the idea.

The concept is that if u take care of your customers, they'll take care of you, spread your word and a lot more.

We are growing and we'll be setting up a news site on our home page in english. The Chinese music scene moves. We may be more in touch with China, and more news and happenings, but we will want input, writeup and even complaints from friends around the world. Call it YOUR Chinese music hangout. Carlos gve me some ideas on an online radio channel... with the support Cadenza has from HUGO, it seems all we need is ideas, and please help.. with ideas.

This sunday hasn't been a great day for us. we rejected 11 of 18 Redwood Erhu from some makers. It simply wasn't up to standard. I suppose the last batch was better. The Golden sandalwood ones i received was WOWeeee!! all snapped up in preorders. I'm keeping 1 for myself. Our policy as to pay twice the price of materials, and th quality is worthy of any boast. I should expect another consignment before April. without the dragonhead, it is a lt cheaper, and more popular.

come on guys, i think some ideas from all of you will be great. think of it as building ur hangout...