Flicker Blog

Saturday, January 14, 2006

Beatport would still appear to suck

One month on, Beatport still hasn't managed to resolve the problem with my order. There follows, a particularly long post detailing what I believe to be an utterly ridiculous and convoluted discussion with Beatport over the fact that I had a problem with an order from them.

I wrote a post about the terrible experience the morning after placing my order. Given that a month has now passed and I've written far too many emails to them trying to resolve the matter, I feel inclined to post the correspondence. I doubt many people will have the inclination to read all the emails, but it certainly helps me feel justified in my frustration to lay them out end-to-end and confirm that they have done absolutely nothing to resolve what should be a trivial issue. I've taken out names, phone numbers and email addresses, but otherwise, the content below is exactly as received/sent.

From: Paul Crowley
Sent: Wednesday, December 14, 2005
To: Beatport
Subject: Re: Beatport Download Order #273870
Please tell me what is going on!

I selected that I wanted WAV format for my purchases, and even got the confirmation pop-up dialogue, yet the download page is saying that the purchased music is in MP3 format. What do I do?

Yours frustrated,
Paul

From: Paul Crowley
Sent: Wednesday, December 14, 2005
To: Beatport
Subject: Re: Beatport Download Order #273870
Hi,
I've just noted another problem with my order. Not only did I order WAV and get MP3, but I also didn't get what I ordered! I order Beatz iN Peacez 01, 02 and 03. Instead I got two copies of 01 and one of 03. Please can you let me have Beatz iN Peacez 02 please?

Thank you very much,
Paul

From: beatport.com
Subject: Dear Valued Customer,
Date: 14 December 2005
To: Paul Crowley
Dear Valued Customer,
Thanks for Contacting Beatport. We apologize for any inconvenience you are currently experiencing. We will respond to emails in the order they are received and normally handle requests within 24 to 48 hours. Sometimes the answer to your question may be in the FAQs section on our site. Most other technical, library and refund inquiries can be handled here.

Thanks for your patience in this matter.
The Beatport staff

From: beatport.com
Subject: RE: Beatport Download Order #273870
Date: 19 December 2005
To: Paul Crowley
Hello Paul,
This sounds like a possible glitch with your account. I apologize for this inconvenience. Let me forward this to our engineering group and I will follow up with our resolution. Again I apologize and we thank you for your patience in this matter.

Regards,
Beatport

From: beatport.com
Subject: RE: Beatport Download Order #273870
Date: 20 December 2005
To: Paul Crowley
Hello Paul,
I checked out your account and it does show MP3s. This might be a glitch with your account. Let me forward this to our engineering group for troubleshooting. Hopefully I will be able to follow-up again soon when resolution is available. I apologize for the inconvenience in the mean time.

Thank you for your patience in this matter,
Beatport

From: beatport.com
Subject: RE: Beatport Download Order #273870
Date: 28 December 2005
To: Paul Crowley
Hello Paul and thank you for being so patient.
Beatport experienced technical issues during the migration of the WAV download feature. We're containing the glitches but for the most part most problems have been resolved. We hope no more issues arise. Let me know if the error still persists on your end. I will troubleshoot further if need be. You are also more than welcome to give us a call at ***-***-**** if you would prefer to expedite this issue.

Regards,
Beatport.com

From: beatport.com
Subject: RE: Beatport Download Order #273870
Date: 28 December 2005
To: Paul Crowley
Also I can reset any tracks you may have lost during this delay.

From: Paul Crowley
Sent: Wednesday, December 28, 2005
To: Beatport Support
Subject: Re: Beatport Download Order #273870
Hi,
I've just gone to my account page, and I'm still getting mp3s for download instead of WAV. I also received no comment on the fact that I have two copies of 'Beatz N Peacez 01' and one of part 03, when what I actually wanted was parts 01, 02 and 03. I hope you can assist?

Many thanks,
Paul

From: beatport.com
Subject: RE: Beatport Download Order #273870
Date: 28 December 2005
To: Paul Crowley
Hi Paul,
I took a look at your account preferences and you actually have MP3 downloads as your preferred download file type. In order to download WAVS you will have to update your information accordingly.
Log in
Click account
Click preference
Update preferred file format
I hope that clear up our mix-up. Let me know if the error still persists on your end. I will troubleshoot further if need be. You are also more than welcome to give us a call at ***-***-**** if you would prefer to expedite this issue.

Regards,
Beatport

From: Paul Crowley
Sent: Thursday, December 29, 2005
To: Beatport Support
Subject: Re: Beatport Download Order #273870
Hi,
Thanks for the tip - I have now set my preferred file type to WAV. However, at the time of purchase, I specifically requested WAV (regardless of this preference). Does changing this preference mean that my downloads will now be available in WAV format as I requested? I have still received no comment on the actual tracks in my order not being the ones I ordered either. Can you please comment on this too?

If I can be as clear as possible - I would like to have Beatz N Peaces parts 01, 02 & 03 by Peace Division (two copies of the same track are of little value). Frankly, if it makes matters easier to clear up all of these queries, I would (ideally) like to download all the tracks I have ever bought from Beatport in WAV format. Is it possible to do this by paying the difference between the MP3 and WAV formats? I would gladly do this if it can be organised.

Thank you,
Paul

From: beatport.com
Subject: RE: Beatport Download Order #273870
Date: 31 December 2005
To: Paul Crowley
Hello Paul,
WAV files are treated as separate orders so if you would like to purchase track in these formats another purchase needs to be made. I apologize for this inconvenience. The Preferred Format which you choose will be the default format for all purchases on Beatport. You will have to update accordingly if you would like different types of format with the order.

Regards,
Beatport

From: Paul Crowley
Sent: Monday, January 02, 2006
To: Beatport Support
Subject: Re: Beatport Download Order #273870
Hi,
Yes, I understand that WAV files are priced separately to MP3. Given that all of our discussions have been about how I requested WAV files in the first instance, can I not please get what I ordered? I'm happy to pay the difference in price, but I think that it's totally unreasonable that you ask me to make a complete new order because your site wasn't/isn't working properly.

And... you have still not answered the question that I've put in virtually every one of my emails to you - that I my order didn't contain the tracks that I requested.

I realise that the order wasn't a significant spend on my part, but I find it utterly ridiculous that after nearly 3 weeks and 6 emails from yourself, that this simple request can't be met: I'd like my original order (#273870) in WAV format as originally requested with Beatz N Peaces parts 01, 02 and 03 as ordered, rather than two copies of part 01 and one of part 03. I wrote a lengthy blog post on my frustration at the interface design of your site, and how it messed up my order. Frankly, I'm feeling inclined to write another (quoting our correspondence). Given that I reported a problem with your sites functionality and my order, you have still done absolutely nothing to placate me despite many emails and nearly 3 weeks passing. As customer experiences go, this has been one of the worst I can remember. This is such a shame because I feel that your core offer - great music, reasonably priced and not hampered by DRM is fantastic.

Thanks for your time.
Paul

From: beatport.com
Subject: RE: Beatport Download Order #273870
Date: 3 January 2006
To: Paul Crowley
Hello Paul,
At the time of your initial order (273870) you had MP3 downloads as your preferred download file type, which you received.

To deter our customers from purchasing unwanted tracks we feature "My Crate," which allows items to be removed at any time during a browsing session. All traditional check outs are then automatically directed to "Account :: Crate" where corrections may be made to the summarize details of the pending order. By submitting the "Check Out" button Beatport then forewarns with a disclaimer of the proceeding purchase. The order will only be finalized with our customer's agreement.

Order 273870 also indicated tracks:
46179 Beatz n Peacez 01 Original Mix Peace Division NRK $1.49
11889 Beatz iN Peacez 03 Limited Edition Peace Division NRK $1.49
11906 Beatz iN Peacez 01 Original Mix Peace Division NRK $1.49
All being different downloads with different audio. "Beatz n Peacez 01 Original Mix- 7:05" and "Beatz iN Peacez 01 Original Mix- 7:36" are not the same audio. If you would like to purchase Beatz iN Peacez 02 Original Mix Peace Division NRK then another order must be made indicating the specific file format before checking out and agreeing to Beatport's disclaimer.

However these policies are not to dismiss our appreciation for our customer's patronage. We understand that mistakes occur nonetheless. So in light of this, Beatport developers are in the final stages of yet another feature that will allow an exchange of our products of equal or lesser value provided tracks has not been downloaded. As an option I may offer you this type of exchange once this feature is available to us.

Please let me know. I apologize for the inconvenience.

From: Paul Crowley Subject: Re: Beatport Download Order #273870
Date: 5 January 2006
To: Beatport.com
Hi,
Thanks for your reply.
At the time of your initial order (273870) you had MP3 downloads as your preferred download file type, which you received.
Yes - I've already had this pointed out to me. Surely, manually selecting 'WAV' as the format I want for this order, and selecting OK when asked if I am sure is sufficient information for you to realise that I don't want my preferred download type this time? Particularly when the whole notion of a preferred type is yours, and not your customers. I can buy whatever I want from Amazon; and just because my last order from them was 12" vinyl isn't interpreted by them as permission to ignore all subsequent orders for CDs. Perhaps you could/should do the same?

I am getting a little tired of repeating myself (as I'm sure you are) but I do get a little annoyed that the responses are now along the lines of 'You don't know how to use our website properly'. Particularly given that one of the first emails I received from you about this issue read:
'Beatport experienced technical issues during the migration of the WAV download feature. We're containing the glitches but for the most part most problems have been resolved. We hope no more issues arise. Let me know if the error still persists on your end.'

I really can't believe how may emails I (and you) have had to write to resolve what should be a trivial matter. I didn't get what I asked for - I politely asked for the matter to be rectified, and offered to pay any shortfall that may have arisen if appropriate.

What is the problem, and why have you gone from admitting there were faults to suggesting that it's my inability to use your site (which any usability or accessibility consultant would tear strips off)? I've done my best to be patient and polite, but it's getting increasingly difficult.

However these policies are not to dismiss our appreciation for our customer's patronage. We understand that mistake occur nonetheless. So in light of this, Beatport developers are in the final stages of yet another feature that will allow an exchange of our products of equal or lesser value provided tracks has not been downloaded. As an option I may offer you this type of exchange once this feature is available to us.

It's not 100% clear from the above if you are offering me what I've been asking for, but if you are saying that you will offer to exchange my purchases for WAVs, then yes please!
Thank you, Paul

Posted by Paul at 9:48 AM | Post a Comment

Wednesday, January 11, 2006

Ze Frank at Pop!Tech 2005

Ze does an entertaining talk on Information Design Critique that's almost stand-up comedy. Talking exclusively about airline safety literature, there's more entertainment value than education in his talk, but nonetheless, several amusing illustrations of the content vs clarity conundrum.

There's a second presentation as part of this file - with a similarly amusing take on 'Intelligent Design.'

Posted by Paul at 12:56 PM | Post a Comment

Tuesday, January 10, 2006

Innovation In Space Travel

Peter Diamandis on innovation in Space Travel at Pop!Tech 2005. His enthusiasm and energy could be transplanted elsewhere, but I'm sure the $10m bribe/prize money helped him acheive his aims. Nonetheless, a though-provoking and entertaining talk. Well worth a listen.
'The Meek shall inherit the earth - the rest of us are heading for the stars!

Posted by Paul at 2:55 PM | Post a Comment