thales



Joined: 25 Feb 2004
Posts: 4

Posted: 30 Mar 2004 16:40 Post subject: DRM support team backed up -- my CC charged twice

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Hey all,

Just a heads-up for everyone with ongoing download problems: It seems the DRM support team is rather backed up at the moment. A moderator told me in a PM that they would be adding staff in the next few days to address the problem.

For what it's worth, here's the story of my d-load saga: I downloaded the Musicology album and "Funky House/Critics" single without complication on a Mac. The "Controversy," track has never played for me, however. Whenever I try to open it, Internet Explorer takes me to a NPGMC page that says it "appears" I haven't paid for a license. When I log in as a member, the site says I have been "authorized" to receive a license, and asks me to close the NPGMC page via the "cancel" button below before playing the file. Problem is, there's no cancel button that I can see...and I still can't play "Controversy." I tried to download the track a second time...which, for some reason, warranted a second charge on my credit card.

I sent the DRM support team a detailed email about my problem approx. 24 hours ago. I received a standard-response email that provided links to the How-to and FAQ pages in the Musicology store. Not very helpful, as I'd already read all that information before even trying to download. Then I emailed a moderator, who promptly apologized for the inconvenience and mentioned the coming increase in DRM support staff and individualized responses.

It might take a few days, but I'm assuming (hoping) that the support crew will figure out a way for me to get at that "Controversy" single. Either way, I expect the second credit card charge will be refunded. (Moderators, am I right here?)

Until then, I've got some new music to enjoy. I'm new to the club--and enthusiastic about the opportunity to buy directly from an artist. This seems a promising beginning.

--Thales

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Cutes



Joined: 23 Mar 2003
Posts: 63

Posted: 30 Mar 2004 16:51 Post subject:

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Could you tell from you account in the download srea that you were charged multiple times or through the credit card company?

I'm asking because I tried four times and have written the support staff but am still waiting for a response. I am not set up to check my card on line

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thales



Joined: 25 Feb 2004
Posts: 4

Posted: 30 Mar 2004 17:05 Post subject:

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Cutes,

My account history at the Musicology store does not reflect the duplicate purchase--I figured out I'd been charged twice by looking at my cc account online.

You might want to hold up and wait for the DRM team to help out before initiating a series of pointless charges on your card. On the other hand, I believe you're supposed to be able to re-download the tracks you've purchased--as long as you're on the same computer that holds the license. This may just be a "growing-pains" problem of the store, or it could be a unique case. In any event, I'm going to sit back and be patient until the DRM crew gets around to my case.

Hope that's helpful.

Cheers,
Thales[/quote]

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Cutes



Joined: 23 Mar 2003
Posts: 63

Posted: 30 Mar 2004 17:10 Post subject:

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Thanks allot you were very helpful, I will sit back and wait as well and check on my card information as I wait

Peace

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PaisleyPark3



Joined: 23 Mar 2003
Posts: 468

Posted: 30 Mar 2004 17:16 Post subject:

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yes, ur patience is appreciated. In addition 2 answering all ur emales, they r tweaking the system 2 make it work better 4 everyone. They r well aware of the issues some of u r facing and r doing their best 2 correct this as quickly as possible.

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thales



Joined: 25 Feb 2004
Posts: 4

Posted: 30 Mar 2004 18:05 Post subject:

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PP3,

Thanks for chiming in. Knowing people are on the case probably helps temper the uncertainty/frustration that some are feeling.

On a side note, it seems all of my .wma files have begun exhibiting the same problem as my "Controversy" single. I get to the screen that says I've been authorized to receive a license, but nothing is playing--even things that were working yesterday! No Musicology, and no "Funky House."

Ah, well...this too shall pass.

Thanks again.

--Thales

hi blue angel,

I am a Mac user as well and I do have problems. so could you please tell me:

what system you are running on your computer and how you went about to download the music?

I would appreciate it!

Nobody seem to care about the fact the the Controversy file is a MONO file.