infovision

Just ordered a copy from BullMoose as the record stores around here did not get a copy. Not sure if it will ever ship... their site currently says "Rare Item - We will try to get it for you" and that at their store in Scarborough "More should arrive soon!" Edit-- Just got a cancellation email from BullMoose. So much for that!

I've had really bad experiences with Captured Tracks ( http://www.capturedtracks.com ) - but I think they were growing too quickly and going through personnel changes. They hired a new customer support person and then I had a fantastic experience. Ever since then they seem to be on the up & up. Nice label, great prices, quick shipping. I really like ordering from El Paraiso ( http://www.elparaisorecords.com/ ) as well. Jonas Munk, who runs the label answers the "Contact Us" emails himself and they make a great product. For me, it's overseas shipping but stuff still arrives quickly and they make a fantastic product.

I also think you should. I have more to update about my trials but I'll wait until I hear back from CT.

To continue The Drama ... of this process 10/19 - Received email stating I should be receiving a tracking number 10/23 - Still no reply So I sent email #1,0293 to katie@ 10/23 - 5 hours later I received this reply from kaite@ cc'd to phil@ 10/25 - Still no tracking number from anyone at captured tracks, but I did find my LP had arrived today when I got home from work. It was scratched! I sent them another email. So now I'm waiting to see what's going to happen. I will file a claim with paypal and send them my email thread if need be. Images:

Well the same could be said for any business. Why does the grocery store give you a refund on a container of broken eggs? Because they don't want their reputation tarnished. As mentioned by other people above, leaving comments on their facebook page (which is a public venue) seems to have a compulsive effect and threatening to report the label to the BBB could also work. While the individual consumer is always at a disadvantage when compared to the resources of a company, there are avenues available. I myself am taking this avenue (posting on a forum to others who might eventually become customers or who already are) so as to inform them and get a dialog going.

Both of the records I have received (and both have been bad) were light blue. The new one I have here in front of me and it's definitely not a dark blue. 10/19 - Received this reply today from Katie ^ That was 5 hours ago. Nothing since then. This is getting hilarious (in the most awful absurd way). I'm thinking about asking for some reparations - maybe a few free 7" singles or something, because this is such poor service.

To continue my story as seen here ... 9/1 - Email sent asking why I wasn't getting a reply 9/3 - Another email sent asking why no one would respond to a customer 9/5 - Sent, what I thought would be a final, email to phil@capturedtracks, info@capturedtracks, katie@capturedtracks . Previously I had only been sending to info@capturedtracks 9/5 - Received email from katie@capturedtracks 9/5 - Replied to katie@capturedtracks 9/5 - Received email from katie@capturedtracks 9/18 - Still no LP. Sent follow up email asking where my record is and if it has shipped (@ 6:30pm EST). Email sent to katie@capturedtracks

I've been following this thread. I registered an account to add my experiences. 8/11- ordered the special edition of this LP 8/28- LP arrives in the mail. Packaging is great. Sleeve and extras are great. Record has a radial cut on side B completely ruining that side. Distortion on side A. I promptly send an email to Captured tracks. 8/30- Received a reply email from CT telling me to mail the whole record back. 9/1- I mailed the record back at my own expense (media mail) 9/12- I emailed CT asking if they ever received my record and what they were going to do to fix this predicament 9/17- Receive a reply from CT (finally!! more than 2 weeks after mailing the record). This was a reply about what happened "Yea, it was a pressing issue. The record was off center and warped so it made for a terrible sounding record. The new pressings sound great and just to clarify you're getting a full art copy (obviously) since you sent yours back to us. Keep an eye out! Have a great night!" 9/25- Received replacement record. Again, all the artwork, packaging, extras and sleeve are great. Record is sealed. I open the record sleeve. Scratched record with distortion, pops, skips. I email them immediately after playing and inspecting the record. 9/28- Emailed CT again after getting no reply to my email about the problems with the replacement record. 9/29- Still no reply. I know it my issues are not a problem with my setup or record player. I have a nice older technics direct drive turntable and a new audio technica stylus/cart. I have tons of vinyl and lots of records pressed this year and it all sounds just fine. I'm really really disappointed in Captured Tracks. They seem like a great label (nice website, cool list of artists, awesome LP issues and reissues) but their product and service (in my limited experience with them) is awful. I bought an LP from a mom & pop record label here in my home town (http://www.barkandhiss.com/store/ - Gabe Schray - Corrected Follies LP <- fantastic LP) and they mailed to me faster, communicated with me more clearly and immediately than CT and delivered an excellent record and I don't understand why CT can't.