Hello, my friends! I had started writing this post from the Netherlands, when Greg, Rufus and I had just kicked off the final week of our European CS4 launch tour. It's since taken me a week+ to get back to it! However, this post is entirely about music. In fact, it's about two very recent experiences that truly highlight the music buying issues we face in the retail and online worlds.
Case in point, I made my usual patronage to FAME in Amsterdam upon arrival Saturday evening. And like last time, though I wasn't able to acquire EVERYTHING on my 'list' (yes...I do make lists when I enter 'the temple'...hehehe)...the selection was pretty good this time around, and I wound up snagging a couple of gems, recently re-issued and re-mastered, and left feeling happy. The selections this time around: Fela Kuti (two albums, remastered, Zombie from '76 and Open & Close from '71), Brian Auger Oblivion Express (Closer To It, '73), West, Bruce & Laing (Whatever Turns You On, '73), Metallica (Death Magnetic, 2008, and the source of much controversy...but that's for another blog post), and lastly, the remaster of The Who (A Quick One, 1967), and the last Who remaster I needed to replace my old 80s-era MCA CD.
A small, but rocking (and totally eclectic) selection from FAME
A typical experience, and though the selections have thinned out over the last year or two, FAME continues to rock. I just love the place.
However, 24 hours prior to arriving in Amsterdam, we had just finished our final gig on the Nordic CS4 tour, and I was desperately in need of some musical inspiration. Not for any particular reason; I just needed to rock out --- and to do that, I was going to grab some Deep Purple. (obviously, a release that I didn't already have)...So what did I do? I went to the iTunes store, found what I was looking for (an archive release from Montreux '69, available in iTunes Plus) and began purchasing, waiting for the rocking' times (and the fab Gillan screams!) to begin.
note: for those who aren't aware, the iTunes Plus versions are 256kbps AAC, *without* copy protection, and currently the highest quality available on iTunes
BUT...the moment the download began, I noticed a problem...the file sizes were simply too small for the files to be 'iTunes Plus'
Hmmm. Perplexing. Perhaps I was mistaken? Perhaps my compression math was off? Or, was I right? READ ON, as this is where the story gets good...
Well, as it turned out...I *was* correct. The files were in fact standard iTunes, 128Kbps, copy-protected files. And, seeing as this was one of the archive releases (and something I didn't have), I would not have bothered purchasing this particular title had I known it was the lower-quality version. ARGH.
So, what to do?
Well, upon meeting the guys for dinner (and re-telling the tale), Rufus had mentioned that he had a problem with some downloads before (glitchy files) and basically went thru the iTunes store, straight into his account, 'reported the problem', and they resolved the issue quite quickly. Sounds easy enough. So I did it...and you know what happened? MAGIC, that's what!
Basically, you can report issues directly through the iTunes store interface. You can go into your account details, see *everything* you've ever purchased, and next to each item, there's a "Report A Problem" button. Clicking on that brings you to a separate page where all fields about the 'problem download' are populated automatically (including all purchase info, etc) and there are some drop-down menu items to narrow down your issue (and in fact, my issue was in there; something called "Playlist Incorrectly Listed in iTunes Store", or something like that). Beyond the drop down, there's a little comment field where you can add additional notes, and then a 'send' button. Simple.
Upon submitting the report, I was wondering how long it would take until I received a response. And, what would the response be? After all, I still wanted the music; I just didn't want it @ 128kbps. What a (potential) hassle for $10 USD. But in fact, it was NO hassle at all.
Within 3 hours, I received an email from one of the iTunes support people, named Sue. (yes, an actual name of someone there, an actual person). Sue had written an email, beginning it with Dear Jason. Wha? Really? So personable? So nice? Not 'Dear Mr. Levine', not Dear__________(fill in name here), not a form letter, but an actual response! Crazy.
The email went on to detail the fact that the iTunes store *did indeed* have the files incorrectly listed, and that they would try to remedy that as soon as possible. Unfortunately, they could not guarantee that a "Plus" version would be available; but, my refunded purchased would be credited back to my account within 3-5 business days.
And here was the best part -- the mail ended with this:
Thank you for your understanding. I hope that you continue to enjoy using the iTunes Store.
Sincerely,
Sue
iTunes Store Customer Support
And you know what? I already have. Just yesterday I purchased an album by Orpheus (self-titled, 1968), in iTunes Plus. And it was good. ;)
And THAT'S why iTunes is currently the #1 Music Retailer in the world. Quick access, real customer support, personal attention to it's customers, and instant gratification next time around. Thanks, iTunes Store. Thanks, Sue. ;)
Until next time,
Blog on.
