Official Statement Regarding Order #11879 & Customer Dispute Resolution

                                                     Truths & Fairness
(This page documents exceptional cases of fraud and severe misuse of our trust. We believe in transparency and fair treatment for all.)

1. Our Commitment to Truth
All statements published here are factual, documented, and we stand fully behind them. We take responsibility for the accuracy of this information.

2. To Our Valued Customers
Your satisfaction is our priority. If you have any issues with your order or product, please contact us directly at info@pangomusic.com. You may also reach us at support@guitarkit.shop (primarily for complaints). We are committed to resolving any legitimate concern promptly and fairly. Open communication is always the first and best step.

3. Purpose of This Page
This section exists solely to document persistent, verifiable cases of bad faith (such as fraud, deliberate damage claims, or severe harassment). It is a measure to protect our business and community. The vast majority of our interactions are positive and respectful.

4. Our Promise
We will never publish information here lightly. Each case is based on irrefutable evidence (e.g., order records, communication logs). We respect all applicable privacy laws.

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Opening Note

We strictly respect and protect the privacy of all our customers. In line with this principle, all personal information and identifiers in the following documentation have been carefully redacted and concealed.

However, due to the persistent damaging actions and abusive correspondence from the individual involved—which have caused significant disruption and harm—we have made an exception to disclose his first name, Sean, in the interest of providing a clear and factual account of events.

This disclosure is limited solely to what we deem necessary for contextual transparency regarding this specific case.

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1. Order Background & Initial Contact

• Order Details: Order #11879 was placed on August 23, 2025, for one PANGO Music 12-String Electric Guitar (YMZ-132), a limited-edition item with one unit in stock.

• Shipment: The order was shipped via UPS (Tracking: 1ZK101240338434514) on September 5, 2025, and was delivered to the customer on October 14, 2025.

• Pre-Sale Communication: We note that prior to purchase, the customer engaged in extensive email correspondence and was fully aware of the product's specifications and appearance, including its logo.

2. Customer's Complaint & Our Standard Policy

• On October 14, 2025, we received the customer's first post-delivery email. They alleged the guitar had scratches (suggesting it was used), a low first fret, and a damaged nut. This buyer did not provide any supporting photos or videos as evidence till now!

• Importantly, the email contained threats: to dispute the credit card charge, file formal complaints, and post a critical YouTube video to damage our reputation unless their demands were met.

• Our Stated Policy: We stand firmly behind our products. All items undergo multiple quality checks before shipping. We have clear, pre-marked photos of this limited-edition guitar confirming its condition. Our standard resolution for any genuine quality issue is a straightforward free return and exchange or refund. We always seek direct, professional communication to resolve matters.

3. Our Proactive Resolution Attempt

• Given the threatening nature of the communication, our Risk Management department, led by Manager Paul, proactively contacted the customer.

• In a professional discussion, we offered our best possible solution：He can keep that YMZ-132 guitar, we will make a full refund and offer him another free guitar:

  1. He can keep the YMZ-132 guitar, and a full refund.

  2. A complimentary replacement guitar of our best-selling model, YMZ-230, at no cost. (He told us that he wanted this YMZ-230F guitar, US$300 in total)

• The customer verbally accepted this solution and expressed satisfaction during this call.

4. Unfounded Escalation & Credit Card Dispute

• Subsequently, our standard support team, aware the customer had mentioned being a well-known musician, politely inquired if he would be willing (not required) to create a simple video featuring the complimentary YMZ-230 guitar. For reasons that remain unclear to our team, this request triggered an immediate and severe reaction from Sean. His response was unexpectedly hostile and marked a decisive escalation, causing the situation to rapidly spiral out of control.(We wish to reiterate that this video was a request, not a requirement, and his extreme reaction remains difficult for us to comprehend.)

• The customer's response was unexpectedly aggressive and abusive. He proceeded to reject our previously offered and highly accommodating resolution—a decision we find difficult to comprehend. Instead, he insisted solely on a prepaid return label and a full refund. Throughout this period, he persisted in sending emails filled with unacceptable, derogatory, and threatening language (refer to the email screenshots from October provided at the end of this article).

• Despite our repeated instructions to simply return the original YMZ-132 guitar to our US warehouse for a full refund (with us covering shipping costs upon receipt of the bill), the customer refused and demanded a prepaid label while continuing to send insulting emails.

• The customer then initiated a credit card chargeback on October 24, 2025, followed by a highly offensive email on October 28, 2025.

• We presented our full evidence (order details, communication logs, proof of delivery, our generous resolution offer) to the payment processor. The chargeback was decided in our favor, and the funds were rightfully returned to us on January 22, 2026.

5. Post-Dispute Malicious Actions & Our Final Goodwill Gesture

• After his chargeback claim was fully rejected by the payment processor, the customer sent another abusive email on February 2, 2026. In this message, he threatened a so-called "butterfly effect", claiming that he would post damaging online reviews and spread false rumors to deter potential customers from our business. 

• Our Risk Department reviewed the case again on February 6, 2026. Guided by our core company principle of prioritizing customer experience and ensuring our products bring joy, not conflict, we made an exceptional goodwill decision.

• We voluntarily issued a full refund to the customer for Order #11879. This is not an admission of fault regarding the product, but a reflection of our commitment to end this negative cycle. The refund transaction ID (ARN) is 74298256037920047005590, processed on February 6, 2026.

6. Final Statement & Commitment to Transparency
This case demonstrates our consistent approach: we engage professionally, offer fair solutions beyond standard policy, and defend our business against false claims and threats.

To the customer, Sean: We have acted in good faith towards every customer from beginning to end. Even after you sent numerous repulsive, insulting, and threatening emails—and despite the fact that you provided no evidence and did not return the product—we still issued you a full refund. Let this be clear: this does not represent weakness on our part. It represents our principles. It reflects the founding principles of our company: to operate differently from any other guitar manufacturer. We are built on customization and care, with a minimum order quantity of just one—because we believe every instrument should be crafted to bring genuine joy to the trusting musician who chooses it. That is the standard we uphold, and that is the spirit in which we have resolved this matter.

Your conduct throughout this matter, however, stands in stark and regrettable contrast to the integrity, respect, and good faith that define the community we serve—a community built by and for professional musicians, luthiers, dedicated DIY creators, and all the partners, makers, and businesses that grow with our instruments. Such behavior is unacceptable and fundamentally at odds with the spirit of craftsmanship and mutual respect that binds this community together.

We reiterate: if you are committed to honesty, we welcome the full public disclosure of all email correspondence. We stand by our handling of your order and are prepared for public scrutiny.

However, the deliberate dissemination of demonstrably false and damaging statements constitutes brand defamation. To protect our reputation, uphold trust with our customers, and ensure an accurate public record, we are permanently documenting this incident in its entirety. We remain, and will always be, committed to serving the vast community of authentic musicians with the highest standards of integrity.

Date of Publication: February 7, 2026

Screenshots of his subsequent emails—which included offensive and threatening content—are provided below.

His email dated October 17, 2025, is attached below.

His email dated October 19, 2025, is attached below.

His email dated October 20, 2025, is attached below.

His secound email dated October 20, 2025, is attached below.

All the above statements are true, and we take full responsibility for every word we have said.

We’ve sent the link to this article to the #11879 order buyer. If there’s anything inaccurate or misleading here, please feel free to share your full perspective and leave any feedback in the comments section below.

We welcome all comments with an open mind. Your thoughts and feedback will appear directly at the end of this article without prior review—we believe in transparency, and your voice matters.