Restrictions -

The dispute affects an ongoing customer relationship

The order-delay complaint shows why store access and ordinary service still mattered.

In this entry: Tyler, Steve Long

What the record shows

  1. Tyler tells Ibanez he ordered a Talman guitar earlier in July and was told the dealer submitted the order only on July 27. He alleges the delay is connected to the dispute.
  2. Ibanez replies that it cannot see the dealer’s internal ordering process or determine the reason for the timing. It also says new instrument orders must go through an authorized dealer because it does not sell directly to consumers.
  3. Tyler ordered a seafoam green Ibanez Talman acoustic and paid $50 to put down on it so it would be ordered in. His bank statement shows the $50.00 point-of-sale payment to Long & McQuade on July 3. Adam told him it would take 10-11 business days. Tyler says Adam took the $50 but never entered it on the account and never placed the order; his July 28 email to Ibanez says it was only placed July 27.
  4. The statement line reads: Jul 3, Point of sale purchase, 50.00, Fpos Long & Mcquade Lp30 Pickering ONCA.
  5. The sequence around that order: the protection-order hearing is July 22, the customer-record entry is July 23, and Tyler says the order was processed on July 27, after his email exchange with Steve about the dispute. He tells Steve the order was held while his staff filed a protection order against him.
  6. Steve replies on July 28 that there is one Talman Acoustic SFH on a short-term hold for Tyler "with no deposit in black" and a second, less expensive model with electronics due September 9. Steve says orders to Ibanez are batched on a two-week schedule and that he never told anyone to delay Tyler's items.
  7. The House Call journal has no entry recording that $50 deposit, and the account's A/R limit is set to $0 on July 3 and July 25. The $50.00 payment on the Talman appears in the account only on August 17, 45 days after the July 3 charge: JBERG (Jeff Bergman) logs approvals of $931.58 and $312.49 under transaction 543858, restores the A/R limit to $1,000, and the purchase history lists transaction 543858 as IBANEZ TALMAN ACOUS TCY10ESFH at $362.49, with a $50.00 payment posted that day.
  8. The September 2 House Call report marks the account "ACCOUNT ON HOLD STATUS" and tells staff to direct any inquiries or requests to Account Services and to call managers if there is no answer. The note is entered by TSUND on 09/02/26 at 12:28 pm.

Sources (6)

  • email: July 28: order-delay complaint and Ibanez's reply ()
  • court: July 22: protection-order hearing record ()
  • house-call: July 23: adjoh customer-journal instructions ()
  • house-call: August 28: House Call disclosure export ()
  • house-call: April 24, 2020: earlier complaint-handling journal entry ()
  • screenshot: July 3: $50.00 point-of-sale payment to Long & McQuade ()