Most customer service requests for rentals, repairs, returns, and accessory pack and music merchandise purchases can be conveniently made by contacting Emily Vaughn (our in-store customer service representative) at 828-693-3726, ext. 3. We ask that all in-store customers make an appointment before coming to the Music Academy so we can give you the appropriate amount of time to meet your needs. Additionally, you can perform many of these tasks online from our website. Below are some frequently asked questions to expedite service.
How do I rent an instrument?
If you know the instrument and its size, you can rent it online HERE or call us for a personalized in-store appointment at (828) 693-3726, ext. 3. Rented instruments can be picked up at the Music Academy or delivered to the student’s school. There is a delivery option when completing the online rental process.
How do I purchase a 6th Grade Accessory Pack or other music merchandise?
You can select the student’s school from our Accessory Pack page HERE and purchase the appropriate accessory pack or music merchandise items from the school’s online store page. Accessory packs and music merchandise items can be picked up at the Music Academy or delivered to the student’s school. There is a delivery option on our check-out page. You can also call us for an in-store appointment at (828) 693-3726, ext. 3.
How do I purchase a 7th and 8th Grade Musical Accessories for my band or orchestra class?
You can select the student’s school from our Accessory Pack page HERE and purchase the appropriate music merchandise items from the school’s online store page. Music merchandise items can be picked up at the Music Academy or delivered to the student’s school. There is a delivery option on our check-out page. You can also call us for an in-store appointment at (828) 693-3726, ext. 3.
How do I get my instrument serviced?
You can complete the instrument service form HERE or call us for an in-store appointment at (828) 693-3726, ext. 3. Instrument repairs can be picked up at the student’s school or brought to the Music Academy. We will return the repaired instrument to the student’s school, or it can be picked up at the Music Academy.
I am renting a string instrument and need to exchange it for a larger one. What should I do?
Please call (828) 693-3726, ext. 3, to schedule an in-store appointment to exchange your instrument. The Music Academy does not provide pick-up service for rental exchanges at the student’s school. You can also complete the Customer Service form below.
I want to switch instruments. What should I do?
Please call (828) 693-3726, ext. 3, to schedule an in-store appointment to return your current instrument and open a new rental contract for the desired instrument. The Music Academy does not provide pick-up service for rental returns or exchanges at the student’s school. You can also complete the Customer Service form below.
I need to update my credit card information, make a payment on my rental account, check my rental equity, or pay off my rental contract. What should I do?
You can log in to your NEMC account at https://www.nemc.com, or call NEMC directly at 800-526-4593, ext. 1, to update your payment information. NEMC does not allow us to update your payment information unless there is an outstanding payment past due. However, you can give us a call at (828) 693-3726, ext. 3, to make a payment on your rental account, check your rental equity, or pay off your rental contract.
I no longer want to rent my instrument. How do I return it?
Please call (828) 693-3726, ext. 3, to schedule an in-store appointment or complete the Customer Service form below. The person responsible for the rental must return the instrument to the Music Academy. The Music Academy does not provide pick-up service for rental returns at the student’s school.
I am nearing the end of my rental contract and want to purchase a higher-quality instrument. What do I need to do?
Please call us at (828) 693-3726, ext. 3, to schedule an in-store appointment to audition step-up instruments. You can also fill out the Customer Service form below. We can discuss how much of your rental equity will go toward the purchase of your instrument.
I need help with a different customer service issue. What do I need to do?
Please call us at (828) 693-3726, ext. 3, or complete the Customer Service form below.