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Music Incomplete - Shambles At The New Order store
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Sideways To The Sun  
#1 Posted : 23 September 2015 09:04:48(UTC)
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New member here, but a long-term New Order fan since 1985. I'm having problems with the 'official New Order store' (which, of course, is just a front for the Warner Music on-line store). I usually hate downloads and on-line orders and much prefer to just go out and BUY records I want, but against my better judgement, I signed up for the store for Music Complete at the start of September, ordered the boxed set, and then a few days later, I ordered the Restless vinyl and CD.

I've had none of the promised downloads; they're on my Store account when I log in and go and look at it, but the downloads are shown as 'pending' and can't be accessed, and I've had none of the directly emailed download links I was promised. Of much more concern to me, though, is the fact that although I ordered the boxed set and then the Restless single, the store now shows my only remaining outstanding order as the Restless CD and 12-inch. My boxed set order is no longer mentioned, even when I click 'Show All' [Orders].

Have they got my boxed set order or not? I wondered, when I noticed this yesterday. After all, I have paid for it. I wanted to confirm my order. But of course, they don't take phone enquiries. So I tried to email, using the crappy form on the site - and it's not working. It just says 'Your message cannot be delivered - try later' - over and over again.

So, the site takes my money (a reasonable amount of it, too), but then doesn't deliver any of what it offered in exchange, appears to lose some of my order, and when I try to query the current status, it proves impossible to reach anyone who will take responsibility. This is not a great way to win customers.

This is why I like going to a counter, handing over cash and walking away with a music release IN MY HAND. After over 10 years of music downloads, so many of the companies providing this service just haven't remotely got their shit together. The documentation for these store releases is awful, it's unclear exactly what's on each, the information on what downloads come with each purchase is contradictory and then only certain people even get their downloads when they order anyway. So far, my experience of the store has been a shambles.

Anyone else this cheesed off at the 'official' store? I'm currently pursuing various ways of getting hold of someone who can give me a straight answer on this stuff. Hiding behind a form that won't deliver messages is just not good enough in this day and age.

I hope the album is worth it after all this...!
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ROCKET MICK on 23/09/2015(UTC), www.neworderweb.net on 23/09/2015(UTC), rosygale on 26/09/2015(UTC)
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Fotzepolitic  
#2 Posted : 23 September 2015 09:12:20(UTC)
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Harrowing stuff. Feel for you , mate.Sounds silly but have you checked your trash/spam in email? I discovered a week or two after setting up my account with the store back in June that their emails to me had been going to my trash/spam.

I've not had a problem with the store other than the Agoria mix download still showing as pending whilst others have received theirs.
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ROCKET MICK on 23/09/2015(UTC)
Mike  
#3 Posted : 23 September 2015 09:37:30(UTC)
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Beware that if you ordered the Restless single with the Boxset or any other item they will only send out after the single is released in October! I found this out by rechecking my order! As I am going away Saturday this is beneficial to me as I don't want these going back and forth with Royal Mail/courier. Still doesn't explain why no download received or wtf is your Boxset. I prefer to check the covers and buy as seen so hate this new technology and online buying shit! I better go now I need a lie down.
Respect Rocket Mick
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www.neworderweb.net on 23/09/2015(UTC)
Sideways To The Sun  
#4 Posted : 23 September 2015 09:43:08(UTC)
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Yeah, I've done all the usual, checking Spam/Trash etc, but there's nothing there. Thanks for the suggestions, though!

This stuff makes me feel like even more of a grumpy old man than I'm rapidly becoming. I'm not averse to buying on-line - but with most places, you can phone someone upo if it goes wrong, they can look up or track your order and tell you what's up. But the official store is done in a piss-poor, on-the-cheap model and is badly implemented to boot. So in summary, it's rubbish, so it goes wrong — and when it goes wrong, you can't get anyone to help you...!
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ROCKET MICK on 23/09/2015(UTC)
lee  
#5 Posted : 23 September 2015 10:12:57(UTC)
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i've had trouble with them too

i recieved my restless download no problem but i had to email them friday about plastic

i got a reply on monday saying i should have it and have i got it!?

i replied back and finally got it tuesday

try this email its where the reply from the contact page came from and i've replied to it since

help@WMGcustomerservice.com
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ROCKET MICK on 23/09/2015(UTC), BazG on 23/09/2015(UTC), DHLaw on 23/09/2015(UTC)
BazG  
#6 Posted : 23 September 2015 10:18:17(UTC)
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Email them at this address:

help@wmgcustomerservice.com

I had a few problems with my downloads, but I eventually received them last Friday & Monday, but only after I had to email them several times. They said they were experiencing problems in sending them out, but on Monday, when I last messaged them, stating I was still missing the Agoria mix of Restless, I received a download link within 10 minutes. The above address is the one that they used for correspondence. The "contact us" site link only seems to work occasionally.
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ROCKET MICK on 23/09/2015(UTC), DHLaw on 23/09/2015(UTC), Sir Nard Bumner on 24/09/2015(UTC)
Sideways To The Sun  
#7 Posted : 24 September 2015 00:06:33(UTC)
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Many thanks for the email address! I'll send the same message of complaint to that one that I've sent to a couple of other places. It'll be interesting to see if the phone complaint I've put in train at Warners Group results in anything too.

Whatever happens from here on in, it's *still* piss-poor. Firstly, it's crazy that I should have to get a contact email address from you fine people here, because their cheap'n'crappy on-line contact form keeps breaking, or only ever works intermittently. If you're going to be cheap enough to not offer phone support, then make sure that the one means of contact you do offer works, and is responded to promptly. But that's not the case here. Secondly, it's crazy that so many other people from this small on-line community are having problems. This is Warner Group's on-line store - it's not like they're not used to delivering downloads from all sorts of artists to all kinds of customers all over the world. And yet it's working as flakily as we can see. Finally, I think it's similarly mad that the results of people using the service are so varied - some get their downloads on time when promised, others don't but get them later, yet others do but only after they've complained and made a fuss, and still yet other customers again don't even get them when they *do* complain. Such variability of outcomes does not suggest a reliable, time-honed, smooth-operating machine. Quite the opposite, in fact.

This kind of crap makes me long for the days of my friendly record shop - sadly long since gone. Walk in, hand over the coins, walk out with music you can play anywhere. Job done.

As Charlie Brown would say: "Sigh..."
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ROCKET MICK on 24/09/2015(UTC)
Sir Nard Bumner  
#8 Posted : 24 September 2015 02:54:39(UTC)
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I've been banging me head against a wall too. I accidentally opened the 'Plastic' download link on my iPhone (too many times apparently) and now I can't download to my PC.

Customer Care (LOL)

Dear customer, we are sorry, but the following error has occurred during your download :
Max download URL hit has been reached
Error code:DEL.SHO.T003

If anyone can send me their Plastic MP3 I'd be most appreciative because I haven't had a reply from Warner Store despite countless emails.

Anyway its good to be back on here after years in the wilderness (and recently lurking) although I had to reregister on to the Forum again. Some great discussions and comments re: the new album.
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ROCKET MICK on 24/09/2015(UTC)
Sir Nard Bumner  
#9 Posted : 24 September 2015 07:36:19(UTC)
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Hurrah, Warner got back to me. I now have a FLACie Plastic file.
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ROCKET MICK on 24/09/2015(UTC)
NotAMod  
#10 Posted : 24 September 2015 09:25:08(UTC)
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Unrelated to the "shambles" but if you were lucky enough to spot those music retailers who put vinyl copies of Music Complete on sale slightly early this week and managed to nab a copy then you'll be pleased to know that the Mute web site listed on the download card is now live. Basically if you bought a vinyl copy you should get also get the album in standard MP3 format as well as studio-quality 96khz/24-bit FLAC format. Hurrah. It bodes well for people expecting digital copies tomorrow I would have thought.
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ROCKET MICK on 24/09/2015(UTC), thehim on 24/09/2015(UTC)
negative1  
#11 Posted : 24 September 2015 10:24:45(UTC)
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not having a 'fine time' on their website.

first they cancelled my order for the boxset.


ok, i then i ordered it again.....

now, i can't login into the website, i can't recover the password, and no response to the emails.

forget about getting links to the songs........


anyways, at some point, when the boxset comes out, i should be getting (away with) it..... or maybe not...

they did charge me for the fun though.


later
-1
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ROCKET MICK on 24/09/2015(UTC)
lee  
#12 Posted : 24 September 2015 10:28:08(UTC)
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they/ve just sent me restless again for some odd reason
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ROCKET MICK on 24/09/2015(UTC), thehim on 24/09/2015(UTC)
Get Ready  
#13 Posted : 24 September 2015 21:27:14(UTC)
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Originally Posted by: lee Go to Quoted Post
they/ve just sent me restless again for some odd reason


LOL - same here Hi

Got up this morning I thought that you might like to know

I received Restless in full just a few weeks ago

Not entirely unbelievable, given this technological age, so have sent a message to customer services and will wait it out. I paid upfront for the HD album download, got the Restless single for free, wasn't given a sniff of Plastic, have no idea where Music Complete is.
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ROCKET MICK on 24/09/2015(UTC)
Old Blue  
#14 Posted : 24 September 2015 21:57:19(UTC)
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Originally Posted by: lee Go to Quoted Post
they/ve just sent me restless again for some odd reason


Same.

In fact, I have FOUR identical e-mails telling me the HD download is ready. Clicked the first one and got Restless, if I click any of the others I'm told that I've reached my download limit!

Maybe the actual CD will drop onto the door mat later - but I'm not holding my breath...
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ROCKET MICK on 24/09/2015(UTC)
Jake A  
#15 Posted : 24 September 2015 22:35:05(UTC)
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Brilliant. Despite spending £70 on the box set bollocks I can't even download the album 8 hours into release day.

Anyone else not got access to their download through the new order store?
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ROCKET MICK on 24/09/2015(UTC)
surface  
#16 Posted : 24 September 2015 23:00:42(UTC)
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fucking shambolic - 4 e mails telling Music Complete is ready to download, password not recognise and now getting a message saying sorry maximum download limit exceeded - was really looking forward to listening to the album and am now royally fucked off!!
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ROCKET MICK on 24/09/2015(UTC)
Stoo  
#17 Posted : 24 September 2015 23:51:48(UTC)
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No download for me either. No emails,nothing....

Hopefully something will come through shorty. I've also ordered the box set and I'll be pretty pissed if I don't get download today.
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ROCKET MICK on 25/09/2015(UTC)
Sir Nard Bumner  
#18 Posted : 25 September 2015 00:09:52(UTC)
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Originally Posted by: Stoo Go to Quoted Post
No download for me either. No emails,nothing....

Hopefully something will come through shorty. I've also ordered the box set and I'll be pretty pissed if I don't get download today.


Ditto. I've just chased via help@wmgcustomerservice.com, along with countless others I expect.
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ROCKET MICK on 25/09/2015(UTC)
surface  
#19 Posted : 25 September 2015 00:22:56(UTC)
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Originally Posted by: surface Go to Quoted Post
fucking shambolic - 4 e mails telling Music Complete is ready to download, password not recognise and now getting a message saying sorry maximum download limit exceeded - was really looking forward to listening to the album and am now royally fucked off!!


Physical release just dropped through door, so not as pissed off now
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ROCKET MICK on 25/09/2015(UTC)
Rorschach  
#20 Posted : 25 September 2015 00:26:29(UTC)
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Add me to the list of disillusioned fuckers who received 4 emails at c.4am with a link claiming to be Music Complete HD download, only to get Restless again.

Clicked on the second email to see if it had a corrected link, only to be told I'd exceeded my download limit! The cheeky bastards.

If it wasn't for -1 and his delightful samplermix, I'd be getting out my blunderbuss and hunting down Mute techs.

Oh, I also had a 5th email, saying that my CD is out & about with my local Hermes delivery agent. Fingers crossed, there, I guess.



And still no clue how I can purchase the extended mixes off them. That's going to be fun!
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ROCKET MICK on 25/09/2015(UTC)
Rorschach  
#21 Posted : 25 September 2015 00:42:58(UTC)
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All hail Hermes!

Messenger of the Gods, guide to the underworld and my new best mate.
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ROCKET MICK on 25/09/2015(UTC)
Fotzepolitic  
#22 Posted : 25 September 2015 01:07:55(UTC)
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Got an email with 2 links to HD download.One link led to

"Dear customer, we are sorry, but the following error has occurred during your download :
Your order is not ready yet. Please retry in a few moments.
Error code:DEL.DEL.T003"



The other link led to

"Sorry, maximum download limit expired" or something before i even logged in to the store and then when i did log in the download doesn't even appear or show.
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ROCKET MICK on 25/09/2015(UTC), Straydan on 25/09/2015(UTC)
In A Noisy Place  
#23 Posted : 25 September 2015 01:11:35(UTC)
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Originally Posted by: Fotzepolitic Go to Quoted Post
Got an email with 2 links to HD download.One link led to

"Dear customer, we are sorry, but the following error has occurred during your download :
Your order is not ready yet. Please retry in a few moments.
Error code:DEL.DEL.T003"



The other link led to

"Sorry, maximum download limit expired" or something before i even logged in to the store and then when i did log in the download doesn't even appear or show.

Same here Skeptic

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ROCKET MICK on 25/09/2015(UTC)
Sir Nard Bumner  
#24 Posted : 25 September 2015 01:18:04(UTC)
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F*cking shambolic does not come close!! I now have an email but...

neither link works (MP3 nor HD audio):

One link in the email gives me this:

Sorry, maximum download limit have been reached.

And the other link takes me to this:

Customer Care

Dear customer, we are sorry, but the following error has occurred during your download :
Your order is not ready yet. Please retry in a few moments.
Error code:DEL.DEL.T002

****** UPDATE: one of the links is now working (MP3: 155MB) although link states HD, but still not the other HD link.
Happier for now but they seriously need to get their shit together.

Edited by user 25 September 2015 01:31:15(UTC)  | Reason: Not specified
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ROCKET MICK on 25/09/2015(UTC), Straydan on 25/09/2015(UTC)
Fotzepolitic  
#25 Posted : 25 September 2015 02:08:16(UTC)
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CD just dropped through my letterbox but i really wanted and was intrigued to hear the HD download
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ROCKET MICK on 25/09/2015(UTC)
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