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dhhs68
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Joined: Sep 14 2008 - 1:17pm
HDtracks latest deception

I have been an HDtracks supporter with hundreds of dollars in downloads. I have endured their security breaches where their solution was to cancel your credit card and get another one. I have given them a pass on their deceptive claims about the real "HD" source of their 24/96 downloads.

But this last escapade has obliterated my patience with these people. I was sent an email touting my status as an "elite customer" and offering me a 15% discount on any download purchased before 7/31/2010. I purchased this DL on July 16, and entered the correct coupon code. My AMEX online statement shows the full price was charged instead of the discount promised.

Let's face it. I am not going to lose my house because of roughly $2 lost to these people. But after 4 emails with no reply, 2 calls to Chesky headquarters I have received no reply. When I use their "contact" menu item and send an email I get some bogus error message asking me to download some bogus sounding software and implying that there is something wrong with my operating system. There is no phone number listed for HDtracks in NYC. The only way I was able to find a phone for Chesky records was on the line item on my AMEX statement.

I hope the majority of you who use HDtracks have a better experience than I have had. I am done.

Freako
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Joined: Jan 17 2010 - 8:29am
Re: HDtracks latest deception

Sad, and very bad business behaviour. Thanks for letting us know. I for one will surely stay clear of HDTracks.

CharlyD
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Joined: Jul 20 2006 - 4:01pm
Re: HDtracks latest deception

I also got bit in the same manner on attempting to use a coupon code with HDTracks a few months ago. I realized, however, that it was my misuse of their interface which caused the error. After entry of the coupon code, you need to click on the "Apply" (I believe that's the text) button. The screen will then refresh with the corrected price.

I'm still a bit queesy that they store your credit card information (although it's in another secured site). Clicking on "Proceed" (once again, I'm not sure about the text) in the checkout screen will execute your transaction against the stored card information.

I will continue to be a regular HDTracks customer despite some of these issues as their catalog is quite broad, the quality is excellent and the price is right (well at least it's better than many others). My downloads have always been complete and with correct metadata. Regarding the issue of their content not being truly Hi Res audio, they pro-actively and freely replaced the Herbie Hancock River album I purchased with a correctly mastered version.

dhhs68
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Joined: Sep 14 2008 - 1:17pm
Re: HDtracks latest deception

Thanks for your reply CharlyD. My experience with HDtracks has been first rate up until this issue. Like you, all my downloads have been perfect. I am also a little nervous still about the security of my AMEX card information.

My thoughts are this. What if I had a really urgent problem with an order that involved more than my paltry $2 discount. The issue still remains that they do not return emails or calls. Who's to say that any attempt to contact them for any reason would result in the same ignoring of their customers? This is why I choose to no longer send my business their way. No, they won't go bankrupt without my few hundred dollars a year.

I hope my experience is the exception rather than the rule. Maybe my complaining about this will alert them somehow to the problem and might prevent others from this frustration if they decide to correct it.

By the way, how did you contact them to even inform them about replacing the Herbie Hancock album? I would not be boring people with these posts if I had been able to contact them. Heck, they might have even taken care of me quickly and maybe even have offered an apology. I am sure they are not bad people. Their business practices, however, leave much to be desired.

Again, thanks for your response.

CharlyD
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Joined: Jul 20 2006 - 4:01pm
Re: HDtracks latest deception

Hello flosstycoon - and how are things in Montana?

HDTracks sent an unsolicited email notifying me of a possible problem with the Herbie album and offered a free download of the corrected version.

The support practices at HDTracks does seem to have fallen off a cliff. I had some good exchanges with them last year where their responses were consistently timely. In the last few months, however, my experience has been the same as yours - a black hole. The Chesky brothers seem to have a basically good business model but lack the technical and business skills to execute that plan. I hope they can overcome these growing pains.

dhhs68
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Joined: Sep 14 2008 - 1:17pm
Re: HDtracks latest deception

Ahhh... Montana. I may be moving there soon. Thanks for your helpful and reasoned reply. Glad you got a good result from them. I have been a customer for a couple of years, I think, and have always thought of them as pretty solid as far as customer service.

Frankly, I will miss the selection and ease of doing DLs from them. When Koko Taylor died I went to HDtracks and got a bunch of her stuff - a couple I couldn't find on Amazon. I don't think they are evil and scheming - just a bit behind the times with their online presence.

I bet you enjoy your music and if you got the Zappa reference, I know your taste is impeccable! Good listening to you!

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