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@

Hi,

This LP was supposed to arrive at my house in playable condition on

8/28. It is now almost 2 months later. You have had my money and I

have had no record that I can play. I spent additional money shipping

one of the unplayable records back to you. So not only have I spent

extra time but I have also spent extra money on something I DO NOT

HAVE.

I request that you either send me what I paid for or send me some

other records for free (since you already have my money).

10/23 - 5 hours later I received this reply from kaite@ cc'd to phil@

Phil: can you look into this? [Name edited] definitely should have had his copy by now.

It was a full art copy. I remember this going out in September, which is why it's weird that he doesn't have it yet.

Phil, please check the tracking on this and get back to us or ship [Name edited] a new copy. Thanks!

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.

I never did get a tracking number for this LP but it did finally

arrive today. I can't say I'm really even excited about it anymore.

This has been the worst purchasing process I've ever experienced and

I'm not exaggerating.

I removed the LP from the packaging and took a quick glance at both

sides since the previous records you sent me had scratches and marks

on them. Side A looked perfect but side B had a distinct scratch on

track 2. I was hoping that it was superficial and the LP would simply

play through. Side A sounded perfect. I was getting engaged with

this album again instead of being jaded. Then I played side B and as

soon as the needle got to the scratched portion of the record it

started skipping.

There are two pictures of the scratch attached to the email.

So, almost 2 months after this album was released on vinyl I still do

not have a non-defective pressing. I've spent $31 ($3 shipping back

to you) and much of my time (and much of your time) trying to get what

I feel I paid for and yet for some reason I still do not have it.

I was hoping this could be worked out and that it wouldn't have to

come to this, I was willing to accept the fact that the first... and

even the second damaged records were out of your control but now there

have been three and communication has been laborious though the entire

process.

I would like a full refund.

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:

out of curiosity, why should this label care? what are you going to do if you dont get what you wanted? im serious. what will be done if you never get what you initially paid for?

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.

you can tell by the color...if its light blue its fine...if its a deep/royal blue is most likely a bad one!

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

I'm getting the tracking number right now from the shipping manager! Sorry about that. Get back to you in a few. Thanks!

^ 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

"I'm just now getting looped in! I don't check the info email anymore, Phil does and he's been super busy with inventory the past few weeks. Sorry for the delayed response. What's your address again? We will send you a replacement vinyl (just the vinyl) that should sound better than the other one you received. Sorry about the lack of correspondence! Send me your address and it'll be out the door. Thank you!"

9/5 - Replied to katie@capturedtracks

"Katie,

My address is

[edited out]

Thanks for getting back to me. I thought my emails were going into

the order-support black hole.

I feel bad that it's been so chaotic for the label recently and that

my first experience with you guys has been during this period but I've

chatted with others who have had similar problems in ordering and

communication from Capture Tracks over the past couple of months. I

hope you are able to get everything straightened out there because you

do have a fantastic set of artists and some really cool merchandise

available. You guys are exactly the type of label I want to support

but, as I'm sure you understand, that can be very difficult to justify

when it's this hard to get the item I paid for.

So, while I really want to continue buying all the great LPs you are

releasing, it's contingent on things going a bit more smoothly from

here on out.

Thanks again,"

9/5 - Received email from katie@capturedtracks

Yea I'm super duper sorry for the lack of correspondence on our end.

Actually today all Phil is doing is solely answering emails and solving

any order issues so we can start with a clean slate. I appreciate your patience

with us! Most people think that we have like 10-20 people working here but

really it's just Rian Phil and I and we're trying the best we can to keep up with

the label's growing popularity (which is a great thing). It's like we're just now hitting

the "awkward puberty phase" and are going through some growing pains. It ain't pretty

right now, but I'm hoping a few months from now, it will be. Thanks for you kindness,

understanding and support. I can't tell you how much it means to all of us.

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.