Does BELLINGHAM 5/10/2000 VAULT SHOW #4 VINYL come with a Digital DL?

lolobugg said:

Nami said:

Ha was just looking to see if this was a legit email. Wheres lolobugg? he'll be happier than a pig in shit now...hehehe

guess I will have to call off my boycott!!!
)
)

benjs said:

I don't know about others here, but I'm disappointed about the way this was handled. This shouldn't have felt like a 'battle' between customers and a business: you'd be hard-pressed to find a $60 vinyl release within the last five years which didn't include a digital download. I think there's a real lack of understanding from 10C about what good customer service feels like.

Look at the premise: the Vault vinyl goes on sale. Nothing is mentioned about a digital download, but the precedent has been set by the previous Vault vinyl sale which did include it.

Case A: An email goes out after all pre-orders are solidified. "Dear awesome Pearl Jam fan, thank you so much for your order! To show our appreciation, we've decided to include a digital download for you of the show. Attached is the code - please enjoy!"

Case B: The album is released on vinyl. The album is then released for digital download for $10. Fans recognize the low cost of delivering a digital download, and perceive this as a money grub from the corporation. Fans publicly criticize the corporation, who responds a week later by offering a free download code.

Case A and Case B technically produce the same result (buyers of the vinyl receive the download code), but they feel so different as a customer! I find it unlikely that this decision wasn't thought of prior to the product release, and if it was thought of, it means the band/corporation was specifically planning on not including it, in spite of what I'm sure they knew would be perceived as 'unfair' or 'poor business practice', and in spite of the relatively low cost of distributing something digitally (which I would guess the margins on the vinyl release more than cover).

When it comes to customer service, a proactive (rather than reactive) approach will always serve you better. Don't wait for shit to hit the fan to rectify a problem: pre-empt it, and just at the cusp of customer dissent, nip it in the bud by going above and beyond. Every little sign of concern from the business will be amplified in terms of how taken care of a customer feels. The old "Have a problem? Call 1-800-IDNT-CRE" mantra is no longer a sustainable way to run a business. Fix the problems before the customers find them.

angry_skull said:

Thanks 10C.

PJ_Soul said:

benjs said:

I don't know about others here, but I'm disappointed about the way this was handled. This shouldn't have felt like a 'battle' between customers and a business: you'd be hard-pressed to find a $60 vinyl release within the last five years which didn't include a digital download. I think there's a real lack of understanding from 10C about what good customer service feels like.

Look at the premise: the Vault vinyl goes on sale. Nothing is mentioned about a digital download, but the precedent has been set by the previous Vault vinyl sale which did include it.

Case A: An email goes out after all pre-orders are solidified. "Dear awesome Pearl Jam fan, thank you so much for your order! To show our appreciation, we've decided to include a digital download for you of the show. Attached is the code - please enjoy!"

Case B: The album is released on vinyl. The album is then released for digital download for $10. Fans recognize the low cost of delivering a digital download, and perceive this as a money grub from the corporation. Fans publicly criticize the corporation, who responds a week later by offering a free download code.

Case A and Case B technically produce the same result (buyers of the vinyl receive the download code), but they feel so different as a customer! I find it unlikely that this decision wasn't thought of prior to the product release, and if it was thought of, it means the band/corporation was specifically planning on not including it, in spite of what I'm sure they knew would be perceived as 'unfair' or 'poor business practice', and in spite of the relatively low cost of distributing something digitally (which I would guess the margins on the vinyl release more than cover).

When it comes to customer service, a proactive (rather than reactive) approach will always serve you better. Don't wait for shit to hit the fan to rectify a problem: pre-empt it, and just at the cusp of customer dissent, nip it in the bud by going above and beyond. Every little sign of concern from the business will be amplified in terms of how taken care of a customer feels. The old "Have a problem? Call 1-800-IDNT-CRE" mantra is no longer a sustainable way to run a business. Fix the problems before the customers find them.

I agree 100%. I can appreciate that theu are willing to bend like this instead of stubbornly clinging to their bad decisions - that really is admirable in a pretty fucking stubborn world - but the initial decisions tend to be a little unfriendly sometimes..... And the kicker: somehow 10c fosters an attitude amongst its customers of feeling guilty for being unhappy with the bad decisions. It's genius, really. Even as I type that I can't help but feel bad about being critical. Bravo 10c.

lolobugg said:

PJ_Soul said:

benjs said:

I don't know about others here, but I'm disappointed about the way this was handled. This shouldn't have felt like a 'battle' between customers and a business: you'd be hard-pressed to find a $60 vinyl release within the last five years which didn't include a digital download. I think there's a real lack of understanding from 10C about what good customer service feels like.

Look at the premise: the Vault vinyl goes on sale. Nothing is mentioned about a digital download, but the precedent has been set by the previous Vault vinyl sale which did include it.

Case A: An email goes out after all pre-orders are solidified. "Dear awesome Pearl Jam fan, thank you so much for your order! To show our appreciation, we've decided to include a digital download for you of the show. Attached is the code - please enjoy!"

Case B: The album is released on vinyl. The album is then released for digital download for $10. Fans recognize the low cost of delivering a digital download, and perceive this as a money grub from the corporation. Fans publicly criticize the corporation, who responds a week later by offering a free download code.

Case A and Case B technically produce the same result (buyers of the vinyl receive the download code), but they feel so different as a customer! I find it unlikely that this decision wasn't thought of prior to the product release, and if it was thought of, it means the band/corporation was specifically planning on not including it, in spite of what I'm sure they knew would be perceived as 'unfair' or 'poor business practice', and in spite of the relatively low cost of distributing something digitally (which I would guess the margins on the vinyl release more than cover).

When it comes to customer service, a proactive (rather than reactive) approach will always serve you better. Don't wait for shit to hit the fan to rectify a problem: pre-empt it, and just at the cusp of customer dissent, nip it in the bud by going above and beyond. Every little sign of concern from the business will be amplified in terms of how taken care of a customer feels. The old "Have a problem? Call 1-800-IDNT-CRE" mantra is no longer a sustainable way to run a business. Fix the problems before the customers find them.

I agree 100%. I can appreciate that theu are willing to bend like this instead of stubbornly clinging to their bad decisions - that really is admirable in a pretty fucking stubborn world - but the initial decisions tend to be a little unfriendly sometimes..... And the kicker: somehow 10c fosters an attitude amongst its customers of feeling guilty for being unhappy with the bad decisions. It's genius, really. Even as I type that I can't help but feel bad about being critical. Bravo 10c.

me too....
Santos is a very likable guy it seems
I feel bad for criticizing him.
seems like he is working all by himself in this huge warehouse
busting his ass all day to get orders out on time for the holidays.
someone get this guy a helper