A couple of weeks ago, I posted about an experience that I had with Pop Market, wherein I raved about their customer support.  I spoke too soon.  It’s now three weeks later, and I’m still having issues.

You see, I ordered a set of three albums.  One of those three albums, the deluxe edition of Pearl by Janis Joplin, has a manufacturing error.  The packaging is correct, but the discs inside are Earth, Wind & Fire.  I contacted Pop Market when I noticed the problem.  Very quickly, I got a response, and they sent out a replacement.  I wrote that prior blog post when I got such a quick response from them.

On October 11, I received the replacement.  I opened it up, and discovered the same problem: right packaging, wrong discs.  I wrote them again, and again received a fast response.  They said that they were sending out another replacement.

On October 20, I received the replacement for the replacement.  You can guess what happened, right?  It’s the same manufacturing error.  This time, I wrote the following to them:

Hello,

I have received the replacement “Pearl” by Janis Joplin.  However, this replacement has the same issue that the previous two had: the discs inside the package are “Essential Plus” by Earth, Wind & Fire.

You’ve now sent me three copies of this album, and all three of them have what I presume is a manufacturing error.  I appreciate how fast you’ve responded to me and sent out replacement copies, but all of them are still incorrect.  How can I ensure that I get a replacement copy of this album that actually has the correct discs inside?

As you can see from my account, I’ve purchased multiple items from Pop Market now.  I really like the service, and I’m very happy that you’ve been so responsive thus far in the issue that I’m trying to raise.  I’m sure that you are limited in what you can do, but I hope that you can try to do something that goes a bit beyond simply shipping me yet another copy of the album.  I now have three incorrect copies of “Pearl” sitting next to my stereo, and I don’t want to add a fourth incorrect copy to the pile.

Best regards,
Nadyne Richmond.

Again, I got an almost instantaneous response, and it also shows that they actually read the mail that I sent them:

Hi Nadyne Richmond,

I’m sorry to know that you are not receiving the ordered product. I have forwarded this information to our warehouse department for further investigation. As soon as I get any more information in this regard, I will get back to you.

Thank you for your patience as I strive to provide you with the best service and support possible.

Sincerely,
Sony Music Digital
[number redacted]
Victor

It’s now been nearly a week, and I don’t have a response from them yet.  But I do have three borked copies of Pearl, and I really don’t want to add another to the pile.

You might remember that this isn’t the only problem that I’m currently having with Sony.  I should write up an update of the whole Amazon/Sony tech support debacle sometime soon, but suffice it to say that it’s not resolved either.  To put a cherry on top of this Sony-flavored sundae, I got an email today saying that my Sony television needs to be inspected to ensure that it’s not a fire risk.  I feel like I need to check on everything I own that was made by Sony to make sure that it doesn’t have a problem. Is my old DAT deck going to blow up?  How many other discs do I have that were made by Sony?  Am I tempting the fates by even asking such questions?