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silentgods

best/worst customer service from a distro/label?

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Lot of people always hating on Merchnow, but they actually helped me out pretty good ,and with fast and clear communication.

 

I preordered a Bearings bundle back in August and it would ship when the new album was released at the end of October. I Did get a shipping notice, but the package never arrived here in Belgium, (really weird cause in the meantime all other MN packages did arrive). After a few weeks of waiting and emailing they send me a new package 2 weeks ago and it arrived today. So positive vibes to MN

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Rise records. 

Ordered the Hot Water Music bundle and a Dave Hause (favorite songwriter in a long time) cassette from their webstore. 

I also bought a couple Dave Hause items from Rise on Ebay around the same time.  I had being trying to win a copy of the Dave Hause- Resolutions Test Press, but they kept going for more than I could afford.  I missed out on it again, and just messaged the seller (who happens to own/run/works for Rise) and asked if they had anymore test presses they were going to put up, as I missed out on the two they had listed ($77 & $100 is what they went for)  I also told him that if he hadn't shipped my Hot Water Music bundle yet, that they could just add these 2 ebay items to my HWM package, to save them on shipping.  I never got a response.

I get the Hot Water Music package today and this is what happened:
1. The record mailers were all wrapped in a plastic shipping bag, which prevented them from getting wet from the snow.
2. They threw in a free LP and 2 7" (Hidden In Plain View & Placebo)
3. Also in the package was a Resolutions TEST PRESS!!!!  I couldn't believe it.  I've bought from them a lot over the years, but never in my wildest dreams did I expect to get this.

So, Rise Records: You are amazing.  I love you. Thank you.

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11 minutes ago, skidroje said:

 Also in the package was a Resolutions TEST PRESS!!!!  I couldn't believe it.  I've bought from them a lot over the years, but never in my wildest dreams did I expect to get this.
 

Wow dude, what a score!  That's remarkable, I'm gonna start ordering from Rise more often  :)

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Has anyone had luck with SmartPunk's customer support?

I got a copy of the new Mustard Plug reissue that has multiple skips and SmartPunk ignored my email. I ended up opening a PayPal dispute and District Lines (their parent company?) messaged me right away and said they'd get SmartPunk to help. Within an hour, SmartPunk sent me a brief email ("We're going to forward this to our fulfillment folks!") but it's been radio silence in the 2 weeks since. I'm covered via PayPal but just curious if SmartPunk is normally this unhelpful.

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On 2/11/2019 at 6:26 PM, swb said:

Has anyone had luck with SmartPunk's customer support?

I got a copy of the new Mustard Plug reissue that has multiple skips and SmartPunk ignored my email. I ended up opening a PayPal dispute and District Lines (their parent company?) messaged me right away and said they'd get SmartPunk to help. Within an hour, SmartPunk sent me a brief email ("We're going to forward this to our fulfillment folks!") but it's been radio silence in the 2 weeks since. I'm covered via PayPal but just curious if SmartPunk is normally this unhelpful.

no i've been waiting for my mustard plug and 88 fingers preorders for a while before i tried to contact their customer service with no success...after another 4 weeks of trying i filed a PayPal dispute...still waiting for a response

 

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5 minutes ago, mfzbjaan said:

no i've been waiting for my mustard plug and 88 fingers preorders for a while before i tried to contact their customer service with no success...after another 4 weeks of trying i filed a PayPal dispute...still waiting for a response

 

I ended up getting a refund via PayPal due to a lack of response. What's funny is that, a week earlier, I got a 2nd "Hey! Sorry we missed this! We'll get on it!" response from SmartPunk followed by silence once again. No idea if they're understaffed, incompetent, or consciously hands off with helping customers to save on replacements/refunds.

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I consistently receive damaged items when I order from any bands that use MerchTable. The items are packed well, it's damage caused before they are packed that is my biggest issue and they offer some minuscule percentage for a refund or they say to return the item for a refund minus the cost of original shipping as well as return shipping.  I only purchase if I ABSOLUTELY have to.

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