Sleep Spent

Was that so hard?

Hello,

I apologize for all of the confusion on our part regarding the “At The Point” album. The distributor that we receive this album from asked us to pull the album temporarily and then re-delivered it to us. As you speculated, it was re-delivered with a new ID following some changes the distributor made to the album. When an album is re-posted with a new ID, our system detects it as a brand new album. This is the reason you were unable to download the album as you expected-our system read your request as a request for a new album and not the album you previously downloaded. With the large amount of albums we receive daily, an issue like this can occur on the site. I’m not offering this as an excuse- instead, I wanted to make sure you received a fair explanation as to what happened.

You are correct in stating this this was an issue completely outside of your control. Because eMusic acts in good faith in regards to its redownloading policy, I have added 17 courtesy downloads to your account to compensate you for the full album. I have set these downloads to expire one year from today so you don’t have to feel pressured to use them in the short term. As long as you remain an active eMusic subscriber, those downloads will be available for the next year.

We’re deeply sorry for the frustration and inconvenience you encountered in trying to resolve this issue. We hope this is a reasonable resolution for you.

Regards,

Erick
eMusic Customer Support Team

Thank you, eMusic, for doing the right thing.

A few months ago, Matt Nathanson released At the Point, a live album. I bought it on eMusic, but due to their lack of rollover song downloads, I had only 13 downloads left. (There are 17 tracks on the album.) So I bought 13 of the 17 tracks. When I got 40 more DLs in my account the next week, I was shocked to find that the album had been removed. I e-mailed them about it and their response was, “tough luck.” I was a bit miffed.

I checked back about a month later, and whaddaya know, the album was back! So I downloaded the last four songs. But when I looked in my Downloads list, I saw only that I had purchased the last four tracks, not the original 13. “Odd,” I thought.

The original can be found here.