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Not really the extra mile, but they got there nonetheless OR, The Saga of the 43 minute Christmas Song

"Season for dancing" Justin  RussellIn December, I mentioned how I’d selected, among my music for the month, Non-stop Christmas Party Anthems which included a 47 minute track.  When I went to download it by clicking on “download full album”, however, it failed to download.  This had happened before, and I usually found that I could download the tracks individually, so I tried that.  I was able to get all the other tracks, but not the medley.  Since I was curious what a 47 minute christmas medley would sound like, I tried again, I tried the online help, I updated the download manager, to no avail.  So I began a gauntlet of customer service emails.

The long and short of it is that eventually they figured out that they couldn’t fix the problem, and that the track could only be downloaded as part of the “full download” link, rather than by individually clicking on the tracks, even if the whole album had been downloaded.  So they credited my account with enough to buy the album again, now that they’d fixed the album download link.

Below the cut lies the sordid details, for your edification.

1 Dec: I filled out their customer service form.  I explained the situation as clearly as I could, as well as the solutions I’d already tried.  I got a form letter saying they were backed up, but would get back to me in 3-5 biz days.

5 Dec 1:40pm –  I followed up:

Hello,

Has any progress been made on my issue?  I’m still unable to download track one of the non-stop Christmas party anthems album that I purchased.

Brendan

5 Dec 2:49pm – They replied:

Hello Brendan,

Thank you for writing us.

We apologize for the inconvenience you’ve experienced downloading these tracks.  The issue you’re experiencing is due to the file name of the tracks being too long.

To change your eMusic Download Manager settings, open the program and go to “File”, then “Settings” and under the “File Naming” tab uncheck all the boxes you can.

Also make sure you are using the latest version of DLM 5

http://www.emusic.com/tools/download-manager/

Be sure and let us know if you have further questions.

Regards,
Randall – eMusic Support

5 Dec 3:02pm – Thirteen minutes later, I got the annoying “rate your music” email, just four days after I’d downloaded the album.  Arrgh.

5 Dec 4:51pm – I tried their advice…

I am still unable to download the track.  The “Retry” button appears, but the mouse does not convert to a finger and when I click it nothing happens.  If I right-click and choose “open link in new tab,” I get an “oops, file not found” error.

9 Dec 11:24am – I logged in and found a $5 credit in my account.  That makes me happier about the fact that I don’t have the song.  But I still don’t have the song I bought.

Hello,

Thanks for the credit.  That helps!  I am still unable to download this track.  I tried the solution in the email below and it did not work. Also, I did double check and I am using the most up-to-date version of DM 5.

Thanks,
Brendan

10 Dec 11:54am – They reply again with another tip.

Hi Brendan,

Thanks for contacting  eMusic.

You might want to try clearing your cache and cookies to see if it will resolve the issue.

To clear your cache and cookies please do the following. First, select your browser type and follow the steps listed.

… [ cut and paste directions for clearing browser cookies ] …

Please let us know if you have any other questions. We hope this helps!

Regards,
Bruce – Customer Support

13 Dec 9:45am – They replied again without prompting.

Hi Brendan,

Thanks for your message.

We are sorry to hear that you’re still having an issue. You may want to temporarily your download manager. Then retry your songs.

… [directions to do so] …

Now when you attempt to download a track, you should be prompted to save the MP3 file directly from your browser, just as you would when downloading any other file on the Internet.

Please let us know if you have further questions.

Regards,Tyra – eMusic Member Services

14 Dec 5:47am – I replied again saying that none of this had worked, and summarized the whole thing again.  I won’t bore you with the details.

At this point, I’m knee deep in grading and family holiday prep, so I lost the thread of this a bit.

2 Jan 4:24pm – Finally, not hearing back from them, I sent this note:

Hello,

I am still waiting for resolution of this issue.  This is my sixth email regarding this problem.

Best,
Brendan

4 Jan 1:32pm – Finally, Kenneth steps in with the solution and the credit.

Hello Brendan,

Thanks for contacting us.

We are experiencing problems with album only tracks that are in Pending status.  You may notice that the save and Retry buttons shift when you attempt to click on them, or the button is just dead.  We are currently working to resolve this issue.

For now, you will need to repurchase the Album.  We’ve credited your account $5.19 so that you can do so.

We apologize for the inconvenience. Please let us know if you need additional assistance.

Regards,
Kenneth – Customer Support

After this, I was able to download the album.  Oddly, about a month later I got a customer satisfaction survey, and then two days after that I got an apology email apologizing for sending me the satisfaction survey when I hadn’t had anything go wrong:

Due to an internal issue, you mistakenly received an email from Member Services on February 14, which requested your feedback. I apologize for any concern or confusion this may have caused.

Verdict:
As with many such companies, it takes several exchanges before you get to someone who has the “legs” to deal with the problem directly.  Finally, once I got through the copy and paste website equivalents of “turn it off and back on again,” it was resolved.  Yes, it would have been nice to get it resolved on 14 Dec, not two full weeks later after I inquired again, but I got a free album out of the deal, so I’m happy overall.

I am reminded, a bit, of this XKCD comic:

Tech Support

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