Thread: How do I replace cracked Decca Mahler 3 - Chailly?

Posts: 3
Post by threerandot October 2, 2008 (1 of 3)
I have mentioned here before that my Mahler 6 with Tilson Thomas had cracked. Thankfully, the SFS Store is sending me an entirely new copy! Kudos to them for their excellent customer service.

However, Decca is a different story. I have two cracks in my Mahler 3 disc with Chailly (this is the recording with the additional Bach Suite). On the Decca website it states that you must return your defective products to the store you originally purchased them from.

First of all, the spindle cracks that I and others experience here is due to the cases being too tight. This is a quality control issue and the retailers are not responsible for this.

Second, I bought my Disc two years ago. Third, the store I purchased the disc from has closed down like so many retailers. I mentioned all of this in my email which I posted on the Decca site.

So, is this a simple case of poor customer service and I must buy a whole new copy, or is there another way for me to contact Decca for a replacement? Any help, hints or suggestions are appreciated. Thanks.
Post by Windsurfer October 2, 2008 (2 of 3)
I can not be of any help here, but I just want to express my opinion of Decca and all the Universal Studios labels:

Pfzzzzrt
Post by Claude October 3, 2008 (3 of 3)
Have you contacted Decca?


The website says:

"How do I replace a defective CD?

Please take the CD back to the retailer from where you bought it. The retailer should be able to exchange it for a correct CD or offer you a refund."

http://www.deccaclassics.com/dmg/help.html


It's understandable that Decca wants customers to go to the store first. Just like with any other product sold through stores, the CD store should be the first contact for customer support.

But that does not mean they will refuse to deal with the problem if you explain your situation.

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