2. analog
  3. 125746-1640

Who's absorbing the cost?

The other day I purchased a couple of albums from HMV.

Got them home and discovered that one album (with two discs) was damaged

The damagewas to both discs and looked identical, it was though they had been jammed into a thin slot and had pressure applied to actally bend them.

I returned them to the same HMV store only to be told that I could either
  • Get a gift certificate
  • Get an in store credit
  • Exchange for another album of equal or greater value
  • BUT Refunding my money was against corporate policy
So I contacted HMV and got the same reply.

They also said they had no option because the Record companies refuse to take back damaged goods

However, most other stores I deal with do offer refunds on damaged albums.

My point to HMV - even if I exchanged the album they would still be left with an album they could not sell and would have to write off. So they could actually give me a refund and glean a lot of customer goodwill, but instead chose to alienate me.

Sometimes corporations cannot see the wood for the bottom line.

So who does absorb the cost if not the record company 
  1. The distributor
  2. The retailer
  3. The store
  4. The customer, i.e. built into the price of each album
#4 you say? That's what I believe

Thanks in advance 😩
williewonka
musicpod
192 posts
 

What steps did you take to obtain HMV's return policy before purchase?

I always inquire as to the return policy of any retailer before making a purchase.  There are some retailers in my area with no return policy, as in "all sales final."  In fact, when the owner of one of these retailers told me of this policy he -- unbelievably to me -- actually said that in his experience any record returned by a customer had actually been damaged by the customer, i.e., there is no such thing as a defective record from the manufacturer.  Now, I know that "we" all know that this is "hogwash."  But, because I understand this retailer's policy, if I make any purchases from them, they are minor in terms of dollar amounts.


OTOH.  I also patronize another retailer that offers "100% satisfaction guaranteed."  They get the bulk of my purchases.  In fact, I just placed an order with them today.

czarivey
5,946 posts
 
So who does absorb the cost if not the record company
  1. The distributor
  2. The retailer
  3. The store
  4. The customer, i.e. built into the price of each album
#4 you say? That's what I believe

My simple answer is -- I don't give a truck.
If not customer than perhaps IRS darn.
whart's avatar
whart
3,133 posts
 
This is probably an incomplete answer since I was never involved in the distribution side, but in the old days, the major labels ate the cost of defects and returns and probably pushed back against the pressing plants if there were defective pressings; the inventory was distributed to major chains directly by the big labels and through jobbers and one stops to smaller retailers. My memory is, Casablanca Records crashed and burned, not only because of extravagant spending but because when "disco" music  suddenly died, the label had to eat all the returns. The old style recording artist contracts always had provisions for deductions from royalties for returns, not just defects. The artist didn't get paid if the record company suffered returns.
I suspect with the change in the record industry business model- and particularly vinyl- which is generally viewed as a boutique sideline at best- the inventory is sold on the basis of no returns--often these pressings are more limited in number, they aren't going back for re-pressings, and unless there is some major defect that affects a broad number of copies, the label isn't going to want to hear about it. The retailer will probably eat it as a matter of customer goodwill. 
sbrownnw
716 posts
 
I don't understand how the (lack of) quality control exists in multiple plants like this will all the defective pressings.
nkonor
635 posts
 
I remember the Old Days. Defective record ; you got a new copy of the same record. Do not ever remember getting refunds. I am a long time customer of Music Direct ( lived 20min. walk- 5min drive ) now they moved, 1/2 hr drive. Never a problem w/anything.
More to discover