Keeping in mind that the labels keep crying about downloading costing them money, I thought I'd share this story of record-label e-commerce stupidity...
I won't name the label involved because someone else already named it Sony. I pre-ordered the new Joe Satriani CD at the beginning of the month. Joe's web site had a special deal - if you pre-ordered, you got an autographed copy. Granted, I ordered it the night before release, but it was still a pre-order. Cost about $5 more than I could have gotten it for at a B&M, but it was signed, so no biggie.
A week or so goes by and the CD arrives. Open it up - no signature. Open the CD, check through the booklet and under the tray - no sig. So, I send the Sony store a letter and attach a screen cap from Joe's site which is still showing the pre-order offer nearly 10 days after release. A couple days later, I get a response that they're going to send a replacement.
Good customer service, right? I thought so. But it wouldn't be stupid if that was the end of the story.
Yesterday, the replacement arrived. Yes, it was autographed. Right there on the booklet. The booklet that was sitting on top of the replacement CD. Outside the replacement CD. Outside the sealed, full package, replacement CD. Instead of just sending the autographed book, they sent me a complete second copy of the CD with no request for the first one to be returned.
Why not just send the booklet? It would have been cheaper postage-wise, and it would have been cheaper CD-wise. Don't get me wrong - I'm glad they sent the autographed booklet, but it just seems rather wasteful that they sent me a complete second CD when it wasn't necessary.
Alan
