I ordered No Line on the Horizon as a Digital Album from the officialstore on U2.com, which is run by Fanfire (now Live Nation). The orderwas placed on July 25.
As it was a digital download, I expected a link or instructions aftermy purchase but the only thing I got was a email receipt. On the "OrderStatus" page at the site it stated "No shipping info available". OnJuly 27 I contacted customer support through the form linked from thepage, and got a reply the day after where I was told my order "hadn'tgone through" but that they were letting their "experts" look at it andget back to me in 24-48 hours. I heard nothing, and contacted themagain August 1. No response. Not after using the web form, not afterreplying to their email.
August 11 I used their form to cancel my order. After six more days I got areply - and I was told my order had "shipped out as of 07/29" andwould be delivered by DHL. Shipped! My digitial download? I don't thinkso. Ofcourse I answered and asked if they really were and how they wereshipping my digital download, and ofcourse I got no response. At thistime I gave up on them, but continued to fill in the order status formnow and then just for the sake of it.
Surprisingly I eventually got a reply stating ordinary shipping info, 3-5 weeks, time to clear customs and so on. No answers to the questionsI had asked. No mention that my "order" was for a digital download. SoI replied and asked them to skip the copy and paste info and insteadanswer me why it was shipped. And guess what? Nothing!
After filling the form again, now refering to the firstreply I got, asking on any news with the experts doing their hard work for almost twomonths. I got a reply which was basically identical to the last one Igot. Ordniary shipping info that made no mention of the nature of a"digital album".
Now it's October 6. I have not, and will not, recieve my "Digital Album".
Don't by from this company. Your order may not be delivered, and no onereads your emails. If anyone actually reacts to them, they justmechanically reply with their standard template.
Ironically I did this to support the great decision to release adigital album as lossless FLAC-files, showing that we customers are prepared to pay if we are given better options. As it turned out I would have got faster delivery, better customer service and more peace of mind if I had chosen todownload it illegaly...
0 comments