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VCO1
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Joined: 03 Feb 2007
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PostPosted: Fri Jan 21, 2022 11:23 am    Customer service... Reply with quoteBack to top

About a month ago I bought a (download) album from one of the leading EM labels. Through their own website.

After downloading the album I noticed a few things. First and foremost: the tracks included in my download do not fully match the titles on the cover. And it's not just the titles, but also the track times. Besides, there are more tracks in the download than there should be according to the album info.

So it seems something is wrong with the download package. I mailed them about this and asked for more information. Either the album cover is not correct. Or the files included in the download were added by mistake.

No answer.

Reminder. No answer.

New e-mail. No answer.

That's a bit disappointing. To say the least.

I'm a regular customer of theirs. And have bought a substantial number of albums from them over the years. To ignore (difficult?) questions is not something I expected from them.

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BruecknerAmbient
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Age: 52
Joined: 11 May 2011
Posts: 5811
Location: Mainz


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PostPosted: Sat Jan 22, 2022 4:21 pm    Re: Customer service... Reply with quoteBack to top

« VCO1 » wrote:
Besides, there are more tracks in the download than there should be according to the album info. (...) Either the album cover is not correct. Or the files included in the download were added by mistake.


I guess most people wouldn't complain if they get more than they expected...? Laughing

Perhaps it was meant as "surprise bonus tracks"...?

This is something I rather often do in case of my own releases to reward my customers - the people who actually pay for the album, as opposed to only streaming it from Bandcamp - to give them a little more than anybody would get without paying anything...

Concerning the running times, perhaps there was an earlier version of the album when it was set up on the download page and the artist had second thoughts and modified the tracks before the release.

While that couldn't happen on BC (because their "robot" always sees the correct running times automatically), in one or two cases I already had covers / booklets printed when for some reason I slightly modified the tracks once more, just a few seconds which didn't seem to matter, so I didn't reprint the covers...

« VCO1 » wrote:
I'm a regular customer of theirs. And have bought a substantial number of albums from them over the years. To ignore (difficult?) questions is not something I expected from them.


I would expect that, too...

Well - why don't You just by some of my albums then - I always do answer... Razz Laughing Wink

.

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VCO1
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Joined: 03 Feb 2007
Posts: 2373


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PostPosted: Sat Jan 22, 2022 9:27 pm    (No subject) Reply with quoteBack to top

« BruecknerAmbient » wrote:
I guess most people wouldn't complain if they get more than they expected...? Laughing

Perhaps it was meant as "surprise bonus tracks"...?

I'm pretty sure that's not the case. There are also tracks missing.

The fact that none of the tracks are tagged (actually, no album I bought from them did ever contain any tag at all), made it quite difficult.

I didn't buy this from BC. Thought it was better to support the label and artist directly, without any middleman in between. Although I absolutely love BC.

« BruecknerAmbient » wrote:
Well - why don't You just by some of my albums then - I always do answer... Razz Laughing Wink

I will consider that. Smile Will make sure it won't be the one or 2 albums that you released on that label. Wink

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BruecknerAmbient
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Age: 52
Joined: 11 May 2011
Posts: 5811
Location: Mainz


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PostPosted: Mon Jan 24, 2022 9:05 pm    (No subject) Reply with quoteBack to top

« VCO1 » wrote:
« BruecknerAmbient » wrote:
Well - why don't You just by some of my albums then - I always do answer... Razz Laughing Wink

I will consider that. Smile Will make sure it won't be the one or 2 albums that you released on that label. Wink


Uh - oh... Shocked

Well, in some cases I still have a few of my artist copies in stock at home... Wink

.

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VCO1
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PostPosted: Sun Feb 13, 2022 5:29 pm    (No subject) Reply with quoteBack to top

Quite some time has passed, and neither the label owner (Mr. B) nor the artist (Mr. W) appear to be willing to answer a few simple (and polite, if I may say so) questions about an album I bought from them. This is just such a disappointment.

I'm not asking a refund. I'm not blaming anyone. I'd just like to know what the files are that I bought. Since they quite obviously aren't what's supposed to be on this release.

It's beyond me how anyone can think that simply ignoring customers' questions about a sale is in any way professional.

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GrahamH
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PostPosted: Sun Feb 13, 2022 9:29 pm    (No subject) Reply with quoteBack to top

« VCO1 » wrote:
Quite some time has passed, and neither the label owner (Mr. B) nor the artist (Mr. W) appear to be willing to answer a few simple (and polite, if I may say so) questions about an album I bought from them. This is just such a disappointment.

I'm not asking a refund. I'm not blaming anyone. I'd just like to know what the files are that I bought. Since they quite obviously aren't what's supposed to be on this release.

It's beyond me how anyone can think that simply ignoring customers' questions about a sale is in any way professional.


Indeed, that's a bit disappointing, particularly as you're a regular customer.

Clearly the wrong files have been uploaded to the artists/label's website.

I'd have thought a quick solution here would have been to simply send you a free download code for Bandcamp for the album in question?

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