"Lightning Bolt" Vinyl Customer Service Information

perfectlefts14 · October 2013

Email sent, we will see what happens.

PJ_Soul · October 2013

elwayvedder wrote:

For the collectors out there that wanted to keep theirs sealed, what are you doing? Do you open it to see if it is flawed or do you keep it sealed and risk it being defective years from now with possibly opening it later or giving it to another collector for them to open?

I'm going to open it and play it once to check if it's damaged. If it's defective, I'll get a new sealed one... if it's not, well, I get a little bit screwed I guess, since I wanted to save a sealed copy, but really, no point in having a sealed one that's damaged inside, so there really isn't any other choice! I would imagine that anyone who wants to buy a copy of this 20 years down the road will not even want a sealed one if they know what they're doing. They would want one that's been opened and played once.... Plus, apparently there are a few red ones being sent out. I guess I'd also want to know if it's red or black, so would have to open it either way.

JonnyPistachio · October 2013

Am I correct to assume that all the defective vinyl are skipping in random spots or are they all kinda skipping on the same songs? From what i've seen, it appears random, making me think that someone might be a little drunky drunk at the plant.

or just shitty equipment in general.

kramer73 · October 2013

GS209159 wrote:

What do you do if you haven't received your copy of the CD yet, despite the fact that it was paid for in July when I pre-ordered it? It's a week late, I received an email telling me it was shipping to a current address and still no CD. I have contacted the shipping dept. for the Ten Club via email, but have yet to hear a reply. I have tried calling the Ten Club several times today, but the call won't go through.

What do I do in this situation?

this is about the vinyl. Email the ten club.

PSUS2H · October 2013

I can't believe people are still complaining now even when they have a solution in place.

10c, Santos, and anyone else involved, thank you for taking the time to help remedy this for those affected.

jbrownie · October 2013

OK...bought from local retailer. Packaging is PRISTINE. I mean no dents, no dings, folds or creases. I'm rocking a vintage Bang & Olufsen Turntable through a Harman/Kardon receiver. Album skips about 1:45 thru "Getaway". Several pops before that (I expect those, though, NOT skips!)

Dug out some old shit (Hendrix & Cream LPs from 1969)...No skips. Ohhh a lot of pops, but these puppies are 45 years old.

Tried Discwasher....no, that shit is definitely present in the 1st 2 minutes. Very surprised. When was the last time I got a shit batch of wax? I'm counting it now. On a thumb.

I wanted to believe you guys bitchin were all full of shit, but something IS wrong here.

I feel like that guy (who I was!) who bought the first batch of PS2s?!? They SUCKED!

superfuzz30 · October 2013

Did a quick google of this email, got a phone number for UMG. 1 800 288 5942

EDIT:

Just called them. They said:

"Yea we are aware that pearl jam has posted this but we have no official word on how the label wants to handle this yet. I can take your number and give you a call as we get more info."

Oh boy.

LostUponMyWay · October 2013

Still waiting for my first copy!

stukatz · October 2013

still have not receive mine and nothing in site.

how long do we have to submit a claim?

i'm in Toronto.

electronblue · October 2013

When we pulled up into my driveway yesterday, roommate saw the album package propped up against the door, and first thing she said, "Why does it say, "Return To Sender?" little did we know..

email was sent ~

PJ_Soul · October 2013

superfuzz30 wrote:

Did a quick google of this email, got a phone number for UMG. 1 800 288 5942

EDIT:

Just called them. They said:

"Yea we are aware that pearl jam has posted this but we have no official word on how the label wants to handle this yet. I can take your number and give you a call as we get more info."

Oh boy.

:? :? :?

FR181798 · October 2013

Its good that there has been some acknowledgement of the manufacturing issues, even though the "possible" reason is utter nonsense. It must have been the delicate nature of the packaging that caused two labels to be stuck over the grooves on one guys record and the roughly cut edges of vinyl. From the complaints I've read it sounds like they had major machinery issues, a pretty dirty environment and a very rushed job. Inner sleeves splitting is pretty common but not acceptable. I've had a few new sealed records not actually in the printed inner sleeve and in poly lined ones to stop this happening. Still waiting on mine in the UK from 10c, glad I ordered the EU pressing now as well as it will be pressed elsewhere.

satchoroyale · October 2013

Can someone tell me how you know the whereabouts of your vinyl?
I never received my original one yet and never got any sort of email outside of the one from Ten Club
for confirmation of my original order.
My original order had a vinyl and a CD and I did receive the CD.
In my order history, I see that order with a status of shipped.
Is there some way you guys are tracking the order via Mail Innovations somehow by using the Ten Club order # ???

landingonwater · October 2013

satchoroyale wrote:

Can someone tell me how you know the whereabouts of your vinyl?
I never received my original one yet and never got any sort of email outside of the one from Ten Club
for confirmation of my original order.
My original order had a vinyl and a CD and I did receive the CD.
In my order history, I see that order with a status of shipped.
Is there some way you guys are tracking the order via Mail Innovations somehow by using the Ten Club order # ???

http://www.ups-mi.net/packageID/ track using your 10C order number with the number 1 at the end.

So, if my 10C order number was 1234567, I would track 12345671.

Good luck.

T

drummerboy_73 · October 2013

E-mail sent, although after reading superfuzz30's post, I'm a bit apprehensive that this is going to be anything but a headache. Also, I have to say, as appreciative as I am that 10C has acknowledged and addressed the issue, this part of the statement makes no sense to me:

Santos L. Halper wrote:

It has come to our attention that there have been some manufacturing issues with the Lightning Bolt vinyl possibly due to the high quality and delicate nature of the special packaging.

How does special packaging, to which the vinyl is inserted AFTER manufacturing, cause a manufacturing issue?! :?

PLEASE keep us posted 10C if anything changes or any more issues arise with keeping us from getting what we paid and waited patiently for. YOU are who we paid for this item and it's a bit irresponsible to take yourselves out of the loop and have us go out of our way to deal with the manufacturer directly, especially if it involves giving any personal information to a 3rd party. HOWEVER, I'll continue to be patient and follow your recommended course of action...for now. But if we continue to experience more delays and more issues, I will be the first one in line for a full refund. Anything less would be a slap in the face...

JB106505 · October 2013

Santos L. Halper wrote:

It has come to our attention that there have been some manufacturing issues with the Lightning Bolt vinyl possibly due to the high quality and delicate nature of the special packaging.

This is a joke, right? Santos, with all due respect, can 10c take responsibility for anything any more? From delays at the manufacturing facilities to poor-quality mailers to cyber saboteurs... There's always an excuse for something over the past three years, but I can't remember any of them ending with "Sorry, we screwed up" or even "We'll make it up to you."

Instead we're faced with silence, rote responses or in a more immediate case: misinformation (telling customers LPs won't be in stores until the 28th). In fact I had to come to this forum where I rarely if ever posted (prior to this debacle) to find out why my LP wasn't on my doorstep on release day (as advertised). I shouldn't have to do that.

I understand you are extremely busy and things are super stressful right now. I create catalogs and advertising for major US retailers so I understand late-shipping product. It happens. Late is fine so long as it is communicated.

I feel the 10c customer base -- because that is what we are at the end of the day -- deserves better. I feel this entire situation warrants a sincere apology and that some sort of make-good compensation is needed for every customer affected by this, not just a hand off to UMG and a shoulder shrug.

I also feel -- and this one is paramount -- that the Ten Club needs to stop making promises it can't keep.

I realize 10c can't compensate every customer for every mistake made, but a sincere apology goes a long way. At the same time I feel that if you are constantly making mistakes that warrant apologies, 10c should re-think its business practices.

Just my two cents as a customer.

Alpine Bound · October 2013

It's sabotage

PSUS2H · October 2013

The offered a solution, I don't know why everyone is so fired up. Stuff happens, 10c offerers a solution, and people are still fired up. :fp:

drummerboy_73 · October 2013

JB106505 wrote:

Santos L. Halper wrote:

It has come to our attention that there have been some manufacturing issues with the Lightning Bolt vinyl possibly due to the high quality and delicate nature of the special packaging.

This is a joke, right? Santos, with all due respect, can 10c take responsibility for anything any more? From delays at the manufacturing facilities to poor-quality mailers to cyber saboteurs... There's always an excuse for something over the past three years, but I can't remember any of them ending with "Sorry, we screwed up" or even "We'll make it up to you."

Instead we're faced with silence, rote responses or in a more immediate case: misinformation (telling customers LPs won't be in stores until the 28th). In fact I had to come to this forum where I rarely if ever posted (prior to this debacle) to find out why my LP wasn't on my doorstep on release day (as advertised). I shouldn't have to do that.

I understand you are extremely busy and things are super stressful right now. I create catalogs and advertising for major US retailers so I understand late-shipping product. It happens. Late is fine so long as it is communicated.

I feel the 10c customer base -- because that is what we are at the end of the day -- deserves better. I feel this entire situation warrants a sincere apology and that some sort of make-good compensation is needed for every customer affected by this, not just a hand off to UMG and a shoulder shrug.

I also feel -- and this one is paramount -- that the Ten Club needs to stop making promises it can't keep.

I realize 10c can't compensate every customer for every mistake made, but a sincere apology goes a long way. At the same time I feel that if you are constantly making mistakes that warrant apologies, 10c should re-think its business practices.

Just my two cents as a customer.

lotsalemon · October 2013

I don't understand how 10C has any responsibility in whatever issues arise from the manufacture of this studio album.

To act as if they owe us anything is a little crazy. Sure, they've maybe had some involvement in other releases (Benaroya Hall and the latest Vault) but for a studio album? This is the label's responsibility. 10C was just the middle man selling the product.

I wouldn't think about complaining to my local record store demanding answers. It's the same situation here...they were good enough to get us contact information. Like any other product recall, you have to deal directly with the manufacturer.

/rant

"Lightning Bolt" Vinyl Customer Service Information

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