Dear William,
We have read your 1‑star review and must respond publicly to correct the misleading statements you have made.
The Facts:
Order: #13818 for a PANGO Music LP Style Electric Guitar (YMZ‑231), shipped via EMS (tracking CY032823706CN) on February 9.
Pre‑shipment condition: Our detailed inspection photos, taken before dispatch, confirm the guitar was in perfect condition. The neck break you reported most likely occurred during transit – a risk inherent in international shipping, which we sincerely regret but cannot control.
Our offers to you: We consistently proposed fair, industry‑standard solutions:
Solition 1: Full refund with all return shipping costs covered by us.
Solition 2: Partial compensation -- – even though you never provided the required packaging photos for a carrier claim.
Solution 3: Review of third‑party repair costs – we explicitly stated that if you provided valid invoices and the repairer’s contact details, we would review them and attempt to recover from the carrier.
Your Actions:
1. You chose to repair the guitar before reaching any agreement with us, without prior authorisation.
2. You then demanded compensation for unverifiable costs – your own time, tools, and materials – which we cannot reimburse under any standard policy.
3. You rejected every formal solution we offered, without providing any evidence of repair expenses.
Your Conduct:
We must also address the language you used in your emails. You repeatedly employed profanities, personal insults, and hostile threats – a complete record of which we have preserved. We do not accept such behaviour, and we are fully prepared to disclose the entire email history to the public, if needed, to defend our reputation.
Our Final Position:
We have gone above and beyond to resolve this matter fairly. Your review does not reflect the reality of our communications. We will not be intimidated by false accusations or abusive language. We stand behind our product quality, our pre‑shipment controls, and our customer service.
Potential customers can see that we offered genuine, reasonable solutions – return/refund and compensation – while you refused all and chose to attack us personally. That is not how legitimate disputes are resolved.
This matter is now closed. We will not respond to further abusive messages, but we remain open to a constructive dialogue if you wish to accept one of our formal proposals within 7 days.
Sincerely,
Pango Music
Final Note:
We have retained complete records of all email correspondence regarding this case and accept full responsibility for every statement we have made. Our commitment to every customer is sincere, diligent, and professional. However, this dedication does not grant any customer the right to direct unprovoked insults, threats, or abusive language at us. We unequivocally reject and will never yield to any form of intimidation, harassment, or coercion. We remain open to constructive dialogue and fair resolution, but we will not tolerate disrespectful conduct or be bullied into accepting unreasonable demands.
(2026-06-30)
