Rock It Man Entertainment & Dueling Pianos

nd the importance of quality customer service and attending to the many important details of a wedding. It’s always our aim to not only meet but exceed expectations and we take responsibility for our role here. The power outage during your first dance song was very unfortunate and in our initial response to you, we did apologize for that, so that’s not accurate to say “you weren’t offered a simple apology”. To reiterate, we do feel badly about this and we do apologize. It seemed to our player that you were wanting to move on, but now we see that they misread that situation. We always encourage our couples to let us know in the moment if there are things we can adjust and had we known you wanted us to replay the song, we would have been happy to do so. Some companies take the position that the customer is always right. That’s not our position and the other items you mentioned, we don’t feel responsibility for: - You indicated frustration that we provided recorded prelude music rather than live. However, we had confirmed that timeline multiple times in writing so we feel that we provided what we had agreed to. - You mentioned background noise during the ceremony. This was due to the officiant putting his mic on a chair where it picked up background noise, after which we muted the mic so that it wouldn’t continue to disrupt. We’re unsure what you would have preferred that we do instead. - You mentioned that we didn’t set up for the ceremony where you wanted us to, but we were following the direction of the venue coordinator and had not received any indication from you or anyone representing you regarding where you would have preferred us to set up. - You’re correct that when you moved up the timeline for the grand entrance, we weren’t notified. At that point in time, we were moving equipment from the ceremony location to the reception location, as previously discussed. You make it sound like we were nowhere to be found, but we were in the exact location we were supposed to be and could have been notified. It’s no problem that you decided to make this change and asked your officiant to make this announcement, but we don’t feel as though we dropped the ball here. - Given that the reception venue was in 5 different rooms, we didn’t have the option to announce toasts the way we normally would. We connected with you directly to ask how you’d like us to handle this and moved forward as discussed. We understand your frustration at the layout of the reception and how that impacted you, but we feel that we did our due diligence to seek your input on how to handle this and then moved forward based on our discussion. It's our perspective that this handful of concerns could have been alleviated by having a point person on-site to address them. We strongly encourage our couples to bring in a day-of wedding coordinator when possible or designate a point person (aside from themselves) to be able to connect some of these dots so that the couple doesn’t find themselves having to handle these logistical items on the day of. We can understand the frustration to see that things didn’t come together as hoped and we take responsibility for the things we could have done differently. We truly wish you and your spouse all the best!