Resurecting an old post but I think it is important to acknowledge excellant customer service when one recieves it.
Earlier this year (March) I purchased a Dixon Low D (DX003) from a local music shop. The whistle played well and had good volume and tone with relatively low breath requirements. However it was not until I played with other musicians that I realised that the whistle appeared to be half a tone flat. I returned it to the music shop who in turn returned it to their wholesaler to be checked, this was the first week of May it was not until the first week of June when I happened to be in the music shop that I noticed the whistle had been returned. No one at the shop had contacted me to let me know this. When I mentioned that the whistle was in the shop and had it been corrected I was told that the wholesaler had told them that nothing could be done with it.
One the 7th June I contacted Tony Dixon Music Ltd late in the afternoon asking them if they would look at the whistle and adjust it if required, the following morning I received a email saying that they would be glad to look at it. On the 8th June I sent the whistle to TDM and they replied on the 12th to the effect that Tony Dixon had given the whistle a good blow and could find nothing wrong with it. They also explained that this was a model that was at least 4 years old, that it was designed to be flat when cold and that it would be in tune when warm. ( This shows my inexpertise with whistles and thinking that there was something wrong with it). They said that they would return it to me and if I was not happy I should ask the shop for a refund.
As the whistle had not turned up; on the 25th June I contacted TDM and within 2 hours I received reply apologising for not depatching my instrument. Not only this but that they were sending me free of charge a new TB003D by recorded delivery that day and that it had would be checked by Tony before despatch. The whistle arrived on the 26th. This during an especially busy time for Tony and his crew.
I am overwhelmed by the courtesy, level of service and generosity given to me by Tony Dixon Music.
Apologies for the long rant.
Ian