TWO AUSTRALIAN ICONS MERGE - CUSTOMER FAQ

Posted by Allans Billy Hyde , Monday, July 26, 2010 9:36 AM

Q :: What does this merger mean to me as a customer?

A :: Whether you are an Allans Music or Billy Hyde Music customer, it’s business as usual, but around the corner are significant benefits.

We commit to a better experience for our customers - a broader range of the world’s best brands and products. More products will be available in more stores around the country - 30 locations will bring the Best Value, the Best Range and the Best Service. The group’s range will broaden and be available in more locations.

Q :: Will any stores close?

A :: No. Stores will be progressively co-branded and upgraded over the coming months to give our customers the best possible shopping experience.

Q :: Who do I talk to - where do I go for information?

A :: As usual you can talk to any of our managers or sales consultants about your needs. For updates from the comfort of your computer use our websites or for any questions contact us at info@allansbillyhyde.com.au.

Both www.allansmusic.com.au and www.billyhydemusic.com.au websites will operate independently while our online presence is harmonised into one site that will showcase the brand new range that will be offered. In the meantime our websites are the best place to go for progressive updates. All the products and services on both sites will be available while the merging of the two takes place over the coming months.

Q :: Will customer service policies change?

A :: Over time these will be refined and harmonised. But for the time being you can be assured by our Customer Satisfaction Guarantee, Best Price Promise and Returns policy.

For full information regarding the policies of the new business please visit either

www.allansmusic.com.au or www.billyhydemusic.com.au

Q :: How will I buy online?

A :: The same way you always have for the time being. Until such time as the web sites are merged into one site, each individual site will continue to provide the same products and service as they do now. Note, that each individual site carries some products that are not available on the other, so if you can’t find it on one, it is well worth searching the other.

Q :: Can I return goods to any store?

A :: No. For the time being any customer returns must be made to the store where the item was originally purchased. Once we have merged our systems you will be able to return goods to any of our stores.

Q :: Can I use gift vouchers in any co-branded Allans Music + Billy Hyde store?

A :: Yes you can.

Q :: How will the product range be affected?

A :: More and better is the simple answer. Over the coming months, both stores and websites will begin to display a broader range of high quality products from the best brands in the world.

Q :: What about Laybys & other debtor arrangements?

A :: All current Layby and payment plan arrangements remain unchanged. Your Layby will be held where you paid your deposit. Nothing changes. Allans Music Easy Pay Plan will continue to be available at Allans Music. The Rent-to-own scheme at Billy Hyde Music likewise. Over the coming months these customer benefits will be optimized and harmonized across the business.

Q :: Will the Weekend Warrior program be affected?

Yes - but in a great way - there’ll be more locations and more options to rekindle your musical dream. Go to either website for details of your nearest program.

Q :: How will VIP/Preferred Customer programs be affected?

For the time being the status of Billy Hyde VIP or Allans Music Preferred Customers and other card holders will remain the same – but we will advise of a brand new customer club program – stay tuned for more. All customers will begin receiving co-branded communications from the new business during July.