'Best they could' to get Backspacer here? Let's discuss.

benjs

I'd like to preface this note (which some will inevitably call a rant) by making a couple of statements.
1. I am a paying member of the Ten Club, and as such, believe I am entitled to answers to my questions - I can't think of one product or service where being left in the dark is remotely acceptable.
2. If my knowledge is faulty in any way (which I am going to assume will be the case), please inform me... I'm posting this so I can learn, so others can learn, and hopefully so we can bring some attention to this topic.

When I purchased Backspacer on vinyl through the Ten Club, I noticed something at the bottom of the screen that said that the Ten Club would do their best to have Backspacer to us (both vinyl AND CD customers) by its release date. Something tells me they didn't. As a Canadian well-accustomed to receiving things from 10C after their release dates, I would have thought that the Ten Club would have learnt by now about approximately how long things take to get done, regarding having items shipped to Canada and across the world. I'd consider it a blatant lie to tell paying customers you will do your best to have this product in their hand by a certain date, SHIP IT two days later, utilizing a service provider whose terms have not changed, and still state 4-8 weeks for international/Canadian delivery. My question is nothing more than this - is the Ten Club that disorganized that they can not see that post-release date shipments + shipping service that takes 4-8 weeks ≠ doing your best to put something in our hands on the release date, and are there better ways to deal with an international release in the future? How about buying storage space in other countries, shipping them there well in advance, and mailing them from the respective depot closer to the release date? Is that a financially feasible option? I know I will not be pre-ordering anything I can find locally from the Ten Club anymore personally, unless it's got some sort of unique perk worth the difference in price (and expected date of arrival). Please! Ten Club! Inform us! What's going on!?

ivegotcookies

I agree. I just got my shipping notice from UPS today which I assume is for the vinyl. The shipping info was just sent to them. Who knows if it's even shipped yet. At this point I don't even care, heard the album, it's good but forgettable. The newness and fun of getting a album on release day was totally botched on this one. Don't know how PJ will get back some of the fans they want to covet, with a mom and pop fan club. I know in this economy times are tough, but still there has to be a better way. This is one of the biggest bands ever, hire some of us rabid fans to load a UPS truck full of CD'S, interns, something. This isn't rocket science. There is a rabid demand for product, Pearl Jam is just as much a business as a band, it's time to keep the customers happy.

Dissident67

Well I too ordered the vinyl, but since i am from the states i obviously have no long term waits for ten club deliveries. As of today i received an email stating that the tenclub just shipped out my vinyl and it will arrive on approx sept 30, ten days after backspacers release. Now since my purchase was a pre order I find 10 days after the release date a little ridiculous, considering many indie stores and targets have had it in stock since sunday. This tells me they had the vinyl and they just didnt do everything in there power to get it to me by sunday, or for delivery's sake monday.

So in my opinion i think you can be angry for this reason but not for the 4 week delay that unfortunately comes with living in Canada. Seeing as you are a tenclub member maybe instead of expecting tenclub to change their ways you should change yours, because for all you know the vinyl wasnt ready for shipping 4 weeks ago. So i would agree that you should just buy locally when you can from now on. I hope this sounds respectful and not rant like too

Veddernarian

In my case, "do our best to get it to me by the release day" translated to 10c dropping it in the mail Wed, 9/17/09 in Seattle for a USPS journey to Southern California to arrive 9/19/09. Normally, a 2-day Seattle to LA area USPS delivery is reasonable. I received my CD on Monday, 9/21/09. I think the Seattle USPS got overwhelmed and in hindsight, maybe mailing it on Monday 9/15/09 or Tuesday the 16th would have been the trick. Alternatively, I have received 10c merch from Paso Robles, Ca. I think there is a distribution center there. So maybe next time they scatter the product to regional centers and ship from those. It's tough, not everybody will be happy. I think that in a few months time, everybody will have forgotten about the day or few here at the beginning. I think them dropping it in the mail on the 17th is a reasonable attempt to get it to me by the release day.

NOyieldingCODE

You do realize that 10club is the same entity who never has the "Christmas" single out by Christmas, right? What did you expect?

craigb

Still haven't received my copy yet.
And I'm in Los Angeles.

xsmytx

No cd yet in NJ. Got my vinyl confirmation today. Taking way to long for both! At least 10c got me tickets for the philly 31st show!!!!

mydogmookieblaylock

xsmytx wrote:

No cd yet in NJ. Got my vinyl confirmation today. Taking way to long for both! At least 10c got me tickets for the philly 31st show!!!!

wow - no cd yet!? i think you have everyone else trumped!

Dog Loyal

Dude, let me validate your parking. I'm in Michigan and pre-ordered Backspacer on vinyl on July 15. It still hasn't arrived. I politely emailed Ten Club early yesterday and they didn't even respond to me. Instead I get a standard notice today from UPS that they've just received "electronic shipment information" from Ten Club, whatever that means. UPS doesn't even have the package yet. Worse, it's not due to arrive at my house until September 30th. Ten Club offered no acknowledgment, apologies or explanations.

You make a good point that pre-ordered albums going to far-away places should be shipped earlier. But the root of the problem is they're not even bothering to ship them at all until we pester and nag. In this age of computers it shouldn't be that hard to keep track of orders. And this is not the first time I've had to send Ten Club a "what has happened to my order?" email.

Why did I bother pre-ordering? I could have had this album Sunday and saved $7.50 in shipping if I wasn't such a (stupidly) loyal fan. Although I do have Backspacer now it as a file of MP3s, on principle I refuse to listen to it until my pre-ordered copy arrives.

In the meantime, I'll be listening to Down. They treat their fans a lot better.

mr292813

I live in South Bend, Indiana and recieved my Backspacer CD Friday the 18th. Two days before release. I'm very happy, but the whole system seems very inconsistent. Still have no clue when my vinyl is getting here.

Gardenparty

Spending an extra $10 to ship from 10Club 2 months ago and having no record still is a bit discouraging.

I could buy it at the record store down the street but a little late for that.

I'll probably just avoid purchasing anything from the 10C (minus tickets) in the future.

problem solved!

Dog Loyal

I don't even know about tickets. My Ten Club seats in Chicago were total nosebleeds. I had friends whose Ticket Master tickets were better than my Ten Club tickets. Granted, my Ten Club number isn't impressive, but there were a dozen Ten Club members in my 300-level section with better numbers, all wondering what the hell happened.

Plankton

It is odd that the Vinyl shipped so late.

I'm in the UK and have yet to receive the CD, which is pretty disappointing to be honest. And TenClub never said when they actually shipped international orders, unlike the rest (there was a thread with the days on which various zip codes in the US had their orders shipped and it just said that international orders had been, without any specific date).

I can post stuff to the US and it has an estimated delivery that is far more precise than '4-8 weeks' and it's not extortionate.

It's a shame because I want to buy through the TenClub, not just because of bonuses like the packaging but I want to support it/the band.

Cardinal

I bought the Pre-order Backspacer beginning of August

I paid with shipping $21USD

I still dont have the album

I can go to any store and buy it for cheaper than 10C $12.99CND

So please 10C rather than ignoring us all with these questions.....

Enlighten us

Doesnt seem fair to the core root fans.......you know the members.....the people who go out oftheir way to support to be treated this way.

I had to go buy the album at HMV yesterday.......I guess it will become a gift.

I love the band, I love the shows, I love the merch, I love the people..............but I dont like feeling frozen out in the cold.

Please respond 10C

HeavyHands

benjs wrote:

My question is nothing more than this - is the Ten Club that disorganized that they can not see that post-release date shipments + shipping service that takes 4-8 weeks ≠ doing your best to put something in our hands on the release date, and are there better ways to deal with an international release in the future?

Benjs,

I really appreciate the level head you consistently display when discussing different subjects on this board. I wish more people would take a cue from how you present yourself. But I digress...

With regard to your question above, I noted on a thread a day or so ago something that I think applies here. I'll paraphrase myself but throw out the same central idea:

If you look in the album artwork for the vinyl (and cd I think? not sure at the exact moment...) you'll see that the album is dedicated to Dr. Michael Richter. Without bringing up the sad circumstances surrounding this dedication again, I submit that if you look at the timeline of events leading up to Backspacer's release, you'll notice that his passing was approximately only one month (a little less actually) before the album was supposed to be shipped to consumers. Working backwards from the release date to the decision to include the dedication on the artwork tells me that there really was no "slack time" in between the artwork being:

1. Approved
2. Submitted for printing
3. Test printed
4. Approval of the test print
5. Mass produced
6. Shipped for packaging with the vinyl/cd's
7. Received for packaging with the vinyl/cd's
8. Packaged with the vinyl/cd's
9. Shipped to distribution centers for retail and fan club release
10. Delivered to the USPS for shipping.
11. Shipped to central USPS distribution centers
12. Shipped to local USPS distribution centers
13. Delivered to home consumers

Straight up, I don't know if this is truly the real process which was undertaken, but I think it is a pretty realistic estimation. I find it completely realistic to hypothesize that given that Mr. Richter's passing occurred so close to the release date, the band's decision to include a very heart-felt dedication probably threw a serious monkeywrench (pun intended) into distribution plans for a short time. I think that under "normal" circumstances the album artwork would have been done slightly prior to when it was this time and the situation would have allowed 10C to ship earlier (if they decided that was something they wanted to do).

With respect to this then, I don't think that it is necessarily fair to characterize 10C as disorganized in their efforts.

I hope this makes sense.

HeavyHands

chromiam

"Pre-ordered" vinyl and just today (Sept 23rd) get UPS shipping notice that it will be delivered Sept 30th.... SEPT 30th??? I thought they were "doing their best to get it to us by the 20th".....

Cardinal

HeavyHands wrote:

show previous quotes

benjs wrote:

My question is nothing more than this - is the Ten Club that disorganized that they can not see that post-release date shipments + shipping service that takes 4-8 weeks ≠ doing your best to put something in our hands on the release date, and are there better ways to deal with an international release in the future?

Benjs,

I really appreciate the level head you consistently display when discussing different subjects on this board. I wish more people would take a cue from how you present yourself. But I digress...

With regard to your question above, I noted on a thread a day or so ago something that I think applies here. I'll paraphrase myself but throw out the same central idea:

If you look in the album artwork for the vinyl (and cd I think? not sure at the exact moment...) you'll see that the album is dedicated to Dr. Michael Richter. Without bringing up the sad circumstances surrounding this dedication again, I submit that if you look at the timeline of events leading up to Backspacer's release, you'll notice that his passing was approximately only one month (a little less actually) before the album was supposed to be shipped to consumers. Working backwards from the release date to the decision to include the dedication on the artwork tells me that there really was no "slack time" in between the artwork being:

1. Approved
2. Submitted for printing
3. Test printed
4. Approval of the test print
5. Mass produced
6. Shipped for packaging with the vinyl/cd's
7. Received for packaging with the vinyl/cd's
8. Packaged with the vinyl/cd's
9. Shipped to distribution centers for retail and fan club release
10. Delivered to the USPS for shipping.
11. Shipped to central USPS distribution centers
12. Shipped to local USPS distribution centers
13. Delivered to home consumers

Straight up, I don't know if this is truly the real process which was undertaken, but I think it is a pretty realistic estimation. I find it completely realistic to hypothesize that given that Mr. Richter's passing occurred so close to the release date, the band's decision to include a very heart-felt dedication probably threw a serious monkeywrench (pun intended) into distribution plans for a short time. I think that under "normal" circumstances the album artwork would have been done slightly prior to when it was this time and the situation would have allowed 10C to ship earlier (if they decided that was something they wanted to do).

With respect to this then, I don't think that it is necessarily fair to characterize 10C as disorganized in their efforts.

I hope this makes sense.

HeavyHands

With all due respect....what your saying in alot of ways is speculation....it could be true.....but wouldnt it be nice to hear it from them....not you???? If that is infact true....speak up....the fact is strong loyal supporters are not pleased...they owe atleast something....its called good business...or proper customer service.

HeavyHands

Cardinal wrote:

With all due respect....what your saying in alot of ways is speculation....it could be true.....but wouldnt it be nice to hear it from them....not you????

Yes.
Yes.
Yes.
Yes.

On all counts "yes." I'm merely putting forth a circumstance that I haven't heard anyone else recognize (as of yet) that may have played a significant factor in the shipment of merchandise to paying customers.

And while it would be nice to hear it (a reason) from them, I wouldn't count on it.

LeatherMosquitoMan

craigb wrote:

Still haven't received my copy yet.
And I'm in Los Angeles.

Same.

NothinMan

Anyone else remember having to wait a whole month to receive merchandise that was ordered while in stock? Seems to me they have come a long way.

LeatherMosquitoMan

This is exactly why i started listening to the leak 2 and a half weeks ago.

corduroykelly

This happens every time they come out with an album are you people seriously not smart enough after 9 albums to realize that there is no guarantee that the album will arrive by the release date if you order it online, pull your heads out of your asses and just buy the fucking album in a store when it is released, but I guess you want to look cool having more money spent in you pearl jam account.............. bitch bitch bitch use your brains!n It's the same thing every fucking album!

Cardinal

HeavyHands wrote:

show previous quotes

Cardinal wrote:

With all due respect....what your saying in alot of ways is speculation....it could be true.....but wouldnt it be nice to hear it from them....not you????

Yes.
Yes.
Yes.
Yes.

On all counts "yes." I'm merely putting forth a circumstance that I haven't heard anyone else recognize (as of yet) that may have played a significant factor in the shipment of merchandise to paying customers.

And while it would be nice to hear it (a reason) from them, I wouldn't count on it.

quite honestly your thoughts behind this are a great addition to this debate.....And a very viable reason that most would be happy to live with......its not like they are not reading any of this....they are.....they just choose to offer more poor service without the response......if everytime one my customers was unhappy and my company ignored them with no response....we would be out of business.


Do the right thing.....it doesnt matter if its a $10 CD or a $10,000 car

Cardinal

corduroykelly wrote:

This happens every time they come out with an album are you people seriously not smart enough after 9 albums to realize that there is no guarantee that the album will arrive by the release date if you order it online, pull your heads out of your asses and just buy the fucking album in a store when it is released, but I guess you want to look cool having more money spent in you pearl jam account.............. bitch bitch bitch use your brains!n It's the same thing every fucking album!

And your how old 10?

benjs

HeavyHands wrote:

show previous quotes

Cardinal wrote:

With all due respect....what your saying in alot of ways is speculation....it could be true.....but wouldnt it be nice to hear it from them....not you????

Yes.
Yes.
Yes.
Yes.

On all counts "yes." I'm merely putting forth a circumstance that I haven't heard anyone else recognize (as of yet) that may have played a significant factor in the shipment of merchandise to paying customers.

And while it would be nice to hear it (a reason) from them, I wouldn't count on it.

Which is another problem...
I think what you wrote is completely feasible, based on that timeline, by the way.

Lost In Ohio

I paid for mine late last week and got the confirmation email yesterday.

Apparently it'll take 5-8 business days to arrive.

pineapplesandwaves.

I haven't received my CD either. I feel as though I should have known better since most things from 10C take forever to arrive, and I don't know why I thought this would be any different. I thought I'd throw my money PJ's way instead of HMV's, and because of that, I missed out on my usual Pearl Jam Album Release Day experience, which is disappointing. Alas, there's nothing I can do about it, and complaining isn't going to bring it to me any faster. I just now know for the future that I will make my album purchases elsewhere. Live and learn.

At least I got my Toronto poster today...

Veddernarian

Cardinal wrote:

quite honestly your thoughts behind this are a great addition to this debate.....And a very viable reason that most would be happy to live with......its not like they are not reading any of this....they are.....they just choose to offer more poor service without the response......if everytime one my customers was unhappy and my company ignored them with no response....we would be out of business.


Do the right thing.....it doesnt matter if its a $10 CD or a $10,000 car

I can only speculate that the people who are normally doing certain other jobs are busy stuffing envelopes. I have been to an organization where a few times per year, they have to send personalized mass mailings. Regardless of anybody's position within the organization, when this mailing happens, everybody gets boxes, envelopes, spreads themselves on the floor, and stuffs envelopes. The hallways are lined with people sitting cross legged working on their stack. I've seen the president of the organization, managers, everybody else in jeans, working on the mailing. Some people stuffing, others doing quality control on lists, others physically mailing, etc. It is quite a sight. Since it only happens occasionally, their headcount isn't ramped up as if this occurred all the time. So it is sort of an event trying to get all of the stuff out. I think a similar situation is probably happening at 10c. I'm guessing the people who normally handle e-mails and calls are working on this as well. On top of it all, there is a tour going on and I think manning the shows takes resources as well. I bet Tim, himself, is probably stuffing envelopes as with everybody else. This is what I envision. I don't think there is any bad intention. I think the decision is to stuff envelopes and take the edge off the problem as opposed to taking someone off the production line in order to field complaints. This is my speculation as to what is going on.

Thorns2010

My only thing in regards to the vinyl is....maybe 10Club didn't get their shipment of them until the end of last week?

It is frustrating that we really don't get any responses from them on these things, but with a tour going on, and 10Club having probably less than 10 employees, sadly delays are, and will happen.

2-feign-reluctance

nobody owes anybody an explanation. the amount of entitlement (logical/eloquent/rational arguments for it)popping up around here since BS's release is sick.
we live in a society where we want things at the speed of sound and when it doesn't happen, people become unhappy. let it be and see what good things will come your way by doing so.

Dog Loyal

2-feign-reluctance wrote:

nobody owes anybody an explanation. the amount of entitlement (logical/eloquent/rational arguments for it)popping up around here since BS's release is sick.
we live in a society where we want things at the speed of sound and when it doesn't happen, people become unhappy. let it be and see what good things will come your way by doing so.

They promised they'd do their best to get it to us by the release date. They failed to keep their promise. Expecting someone to keep a promise isn't about "entitlement."

Thorns2010 wrote:

My only thing in regards to the vinyl is....maybe 10Club didn't get their shipment of them until the end of last week?

It's kind of you, and some of the others here to offer possibilities that excuse Ten Club's lousy performance on this issue. However, the fact is Pearl Jam has been giving away several vinyl copies of this album on Twitter every day since September 14th. They obviously had the vinyls in plenty of time to ship them out to those of us who pre-ordered.

As far as I can tell, there is no excuse for the delay. But if there is a plausible explanation, all the Ten Club members who ordered it and are discovering theirs haven't even shipped days after the release are owed that explanation from Ten Club, as well as an apology.