Needles & Grooves

Mather
Mather
Yeah, I'm prepared to lose my shit on them. I mean the package is literally missing parts, that is on them and only them.
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TransformerMan
TransformerMan
What they said to me last month (have to split to 2 posts)
"We do apologize for any frustration. As much as we would like to, we are simply too small of a company to handle all Mobile Fidelity returns and exchanges from all of our worldwide vendors.
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TransformerMan
TransformerMan
This is a standard policy for many retail industries and one that we do believe is fair. In the future if you were to purchase all of your Mobile Fidelity products direct from Mobile Fidelity or our sister company Music Direct, we can be much more helpful with any problems you run into."
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Mather
Mather
Yeah and that is complete bullshit. But in this case it's literally missing parts that only they have access to so HOPEFULLY they'll see that all they need to do is send two damn photos and it's good. But I know full well I'm going to get the exact same form letter you got. And there's literally no option, I can't return because there's no stock. And my store won't refund me any money because it's not their fault...
TransformerMan
TransformerMan
I wish I could have a business that took no responsibility for its products. Totally industry standard.
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Mather
Mather
That's honestly one of the most infuriating things I've ever read in regards to attempting to absolve yourself of all responsibility for your own product.
Lord Diaper Baby
Lord Diaper Baby
TBF, even if you ordered from them you may be SOL. My One Step Monk came with a seam split on one of the jackets.. All I asked for was a spare jacket. They redirected me to Music Direct CS who put in a replacement order for me - in October. 2019. Anytime I email MD CS about it I get the same canned response that they're awaiting stock from the manufacturer. SMH.
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Mather
Mather
Christ, I mean that really is appalling. You have the gall to charge $125 for a 2 LP set that doesn't even come with a jacket, and you shirk all responsibilities for it after the fact. It's shocking really.
Mather
Mather
I have almost no doubt that I'm going to be totally unsuccessful in my endeavor to get what I actually paid for. But I mean on the bright side if the vinyl actually sounds good I won't ever be selling it so I won't really care about the photos, but I mean my god seriously??
Lord Diaper Baby
Lord Diaper Baby
My Ah Um is still sitting wrapped in the U.S. - I haven't been back to the States since it arrived. In fact, I had a lot of music arrive over the nearly year I've been gone. I know there will be stuff w/ issues that I'll be outside of any window of asking for remedy. I'm truly scared.
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Mather
Mather
Oh christ. This is like my fever dream come to life. I have a hard enough time with everything I receive and immediately spin... I can't imagine... But again, in the grand scheme this is the most minor of the minor but the gall of a company to basically eschew all responsibility for their product because you didn't buy directly from them is just fucking infuriating.
blissfullychaotic
blissfullychaotic
remember that time you bought a bootleg, karma's a *****
MikeH
MikeH
I sort of understand them not wanting to replace entire copies of box sets if you didn’t buy it through them. But for something like your issue they should send you the photos. My Dylan One Step that I bought at Target had a seam split and they wouldn’t send me a new sleeve since I didn’t buy from them.
Mather
Mather
TransformerMan
TransformerMan
Sorry man, I hope you take the opportunity to explain that this isn't an industry standard and beyond ridiculous. I missed my opportunity, but looking back at it last night, I almost feel like messaging them with a made up issue just as an excuse to lay into them.
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Mather
Mather
This is what I said:

Don't worry. The fact that my simple request to rectify YOUR COMPANIES error has been met with two completely unhelpful form letters means I won't be purchasing a single thing from Mobile Fidelity after today.

CON'T BELOW
Mather
Mather
And I'll be sure to pass this information on across the various vinyl forums and social media platforms I'm a part of so vinyl collectors are aware of how your company shirks all responsibility for their own products, and how completely unhelpful CS is in actually providing customer support.

CON'T BELOW
Mather
Mather
So thanks, in the long run this will save me a lot of money. This is by far the worst support for a faulty product I have ever come across. So congratulations to Mobile Fidelity on finishing first place in that race to the bottom.

Cheers
MikeH
MikeH
I really don't understand how they can't at least send you two new pictures. It's not your record store's fault that the pictures aren't in there. It was incorrectly manufactured and packaged by MoFi. Really frustrating.
Mather
Mather
I know, I said that in my second email to them and they just responded with another form letter. I've never had a company just completely shirk all responsibility for their own faulty products. It's wild.
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