What did that credit look like? I never canceled my pre-orders like some people did and that Lukas Nelson showed up with the corner accordioned. I wonder if it was packaged damaged, or if it was simply the result of how they package all of my stuff like garbage without bubble wrap. I contacted them about it and they sent me a link to their damage policy and told me they don't replace those and it was sold out. I was offered some credit, but... how much?
Alright... so... I wrote a response about how cool I wasn't with the new policy. I also expressed how I wish they'd just not ship me already damaged albums, or do something about the packaging inconsistencies, as in how mine, specifically, have seen consistent damage and lack of bubble wrap, while so many others don't. The response was positive. Much better than I expected. The CS person even agreed that the new damage policy is kind of bunk and stated that they've seen a rise in shipping errors and inconsistencies on their end that they are responsible for and are trying to remedy with the warehouse. Of course, that would mean a lot more if they didn't tell me that a year ago and continue to do it, but... it's still appreciated.
My key points were
"If the damage simply occurred in shipping, that happens. When it seems packaged in a way that invites that damage, if not guarantees it, it becomes a bit more disconcerting. It's completely avoidable, so rather than change the policy to address what you expect to happen, it would really help to finally change the source, which is the practice that creates that damage."
"I want to feel like someone made an effort for them to arrive in solid shape, and were proactively preventing that, rather than proactively creating a policy to remove liability."
Anyway, I'm being sent the Jeff Buckley that they put in the store today. I didn't even ask for it, but I did mention that I'd like to know what sort of credit they were offering, because maybe, if I moved fast enough, I could put some toward grabbing that. So... nice surprise, this time. It's the first time in a long time that I feel like anyone at that place even heard what I said and tried to remedy it.
I still have a ton of issues with them, from the delays and oversells to the price hikes, which I honestly expected to drop, but never did. I also still don't trust their ability to get anything to me without it being fucked, either, especially since they pretty much agreed that they do it and know about it. That being said, as a steady hater on this shit, I feel like they handled it this time and I'm pleasantly surprised.
As far as them not wanting to replace
@Dark Star Boogie's Willie Bobo, I hope they give you enough credit to where you could just buy it again, if you wanted to. It's still available in the store, so it seems like it should be less of a problem to give you a new one.