Consumer Concerns: The Complete Columbia Album Collection

***UPDATE***

  1. The email address provided is now active.
  2. Please note, this is for boxes purchased from Amazon.com in the United States. We are working on a solution for boxes purchased from retailers outside the United States.

We understand that many of you have recently purchased the Miles Davis Complete Columbia Album Collection box set. We have received a number of complaints regarding the manufacturing of this product and we appreciate your feedback. To help alleviate the situation, all customers who have purchased and received the original box set are eligible to receive a replacement box at absolutely no additional cost.

We understand that many of you have recently purchased the Miles Davis Complete Columbia Album Collection box set. We have received a number of complaints regarding the manufacturing of this product and we appreciate your feedback. To help alleviate the situation, all customers who have purchased and received the original box set are eligible to receive a replacement box at absolutely no additional cost by following the directions below. You will not be required to return the original box - you keep both. In addition, all future orders of the box set will receive the revised version of the box. Our primary goal is to honor the legacy of Miles Davis and to serve all of you and we hope that the steps we are taking here show this commitment. We look forward to many more years of music and art with you.

STEPS TO REQUEST A REPLACEMENT BOX

All consumers who have purchased and received the original box set are eligible to receive a replacement box at absolutely no additional cost. You will not be required to return the original box – you keep both.

To participate, please send:

  • AMAZON.COM INVOICE
  • NAME
  • SHIPPING ADDRESS
  • PHONE NUMBER
  • EMAIL ADDRESS
  • AMAZON ORDER NUMBER

Send via one of these 3 methods:

  1. EMAIL: milesdavisbox@sonydadc.com
  2. FAX: (856) 589—9259
  3. REGULAR MAIL:
    DADC
    c/o Customer Service
    Attn: Theresa Sentell
    400 North Woodbury Rd
    Pitman, NJ 08071

If you do not have your Amazon.com invoice, you can access it from the Purchase History section of Your Account on Amazon.com.

Amazon expects deliveries of the new box to begin on or around January 12, 2010. Please allow 10 business days from the date your request is sent for processing and shipment of your replacement box. Once your new box has shipped, you will receive a tracking number via the email address you provide. Go to Amazon for more information.

Average: 4 (17 votes)

Comments for this News article

Sorry to say, my replacement box set arrived in WORSE condition than the first. The box was torn at both sides, the book was torn inside both front and back covers, some of the cd sleeves had tears, they are still not very well glued and a good few of the discs carried significant scuff marks and scratches.

I cannot describe how disappointed I am- I gave away the first box fully expecting the second to be a one hundred percent improvement. I even got rid of the older versions of my Miles cds to make room for the first box. Now I am out of pocket by over a hundred pounds and still don't have a decent condition box set. Sony didn't even get my address right.
This has been an embarrassment to Sony/ Columbia from start to finish.

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Update: Sony sent 12 replacement disks + a new box.
At last, the Miles Davis Collection is complete Smiling

A bit of a nightmare to begin with, but Sony came through in the end.

I think the Columbia should answer this issue because this is the concern of the consumers. And consumers deserve a clarify answer for this.
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I'm so appreciate your feedback manufacturing product at the same time is no one who bought the first pressing got a set in perfect condition.

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Yeah regarding with complaints, they must action about that.
But for me I don't get any copies about that so I don't have any complain.
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Yeah regarding with complaints, they must action about that.
But for me I don't get any copies about that so I don't have any complain.
Thanks

handmade
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Yeah regarding with complaints, they must action about that.
But for me I don't get any copies about that so I don't have any complain.
Thanks

handmade
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Yeah regarding with complaints, they must action about that.
But for me I don't get any copies about that so I don't have any complain.
Thanks

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Yeah regarding with complaints, they must action about that.
But for me I don't get any copies about that so I don't have any complain.
Thanks

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Just a note to confirm i have the "New Box" (unhinged) and still the same faults as the hinged box, glue, and more glue. After sending a second email to Sony demanding a reply, I got one.
-"we are waiting for replacement parts and will ship them as soon as possible"- So i assume they will replace the 12 faulty disks? and the box? i will have to wait and see.

Hi All
Beware...Amazon UK have pulled off a typical stroke of genius by replacing the original faulty boxset design with more of the original faulty boxset design ..but this time from Germany!

So these bogus replacement boxsets have the same hinge lids that identifies the original faulty boxsets and not the new shoe box design with the removeable lid!!

Well done Amazon UK! (If you are reading this and work for Amazon please note I am being sarcastic here)

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Check the disks when you receive the replacement box set!!
I bought my set from Amazon UK, and received a replacement from Sony a couple of days ago.
The first thing i notice, the side of the box was split again, like the first set!!! Then i decided to make sure the disks were ok and checked them all, and to my shock and horror 12 of the disks had glue and scuff marks on them. I have emailed Sony again about this, but have not had a reply yet.

The replacement set is worse condition than my first set!! What is going on here!!? has anyone else had this happen?

I purchased my copy of the box set via the record shop that I work in. When I contacted Sony after seeing this news and discovering the glue problems on the discs in my box set, I was told that I could only get a traditional Returns Authorisation for it, i.e. I would have to return the original box set and be credited for a replacement, which I declined.

Following Philsyson's post I will be contacting Sony again tomorrow to try and obtain replacement copies for myself and the other customer that pre-ordered through us at the same time.

I will report back.

Hello , I bought 2 sets from Amazon UK for delivery to Australia . I followed the replacement procedure and today received 2 new sets from Sony . A big thank you to those responsible at Sony , I think it's brilliant customer service . Regards , Sandy

Hi All
Mine arrived yesterday. So this means that all of you who purchased your boxes through Amazon.co.uk can get your replacement box from Sony by following the requested process outlined above.

Good news considering that Amazon.co.uk were only offering a replacement if you agreed to send your existing box back to them.

And yes........ well done to Sony...genuinely above and beyond expectations but appropriate considering that many of us no doubt spend alot of money on Sony CD's ....I certainly do....approx 60% of my 2000+ CD collection is from Sony.

Phil

Received by Fedex my replacement box... Other than the fact that we never received confirmation messages (a very small offence, in the grand scheme of things) I couldn't be happier with the treatment we've received.

Frankly, only a few of my discs had glue issues, and I figured at the time I'd simply have to live with it... Thank you Sony/Columbia for treating the MD legacy the way it should, not compromising on this incredible deal of a collection.

FWIW, my order was through Amazon.ca, and shipped to Toronto by courier, no duty charges, or any issues so far with the replacement discs. Only think I notice dramatically different is that while my "version 1" box opens on an angle, with the lid staying on the box, this new packaging lifts off more like a shoe box. As I'm giving my friend my "broken" version (and not ebay'ing the way I fear many less scrupulous will) I do wonder which package I prefer.

At any rate, thanks yet again, given the gazillion dollars I've blown on MD in the past, this particular release is a bit of a blessing.

Now, Sony, while I have your attention, it continues to hurt me everytime I see in the notes for Complete Jack Johnson that a 5.1 mix/SACD is referenced... So, when are you going to come clean with the DSD masters for the complete collections already, 2ch or no?

Hey, we can dream together, can't we?

I received my new box set today, it is very commendable that you took care of your customers in this way, it's much appreciated. Thank you SONY, very much.

Has anyone heard anything from Sony as of yet in the way of acknowledgement of the email or that the new set has been shipped? I live in Canada and haven't recv'd any word so far.
Amazon.ca did advise me to provide all required info to Sony for a replacement back in mid Dec which I did at that time. I remember reading somewhere January 12th was the date they would begin replacing the box set and that you would be notified at the time of shipment.

Message to Sony

Today I received an email from Amazon.co.uk informing me of the fault with the Miles Box Set and requesting me to contact their Customer Services Department.

I placed the call as requested to be confronted with the following:
- A highly frustrating conversation with an Amazon operative who clearly new nothing about the manufacturing fault. After 10 minutes he finally located the message his company had sent out regarding the fault. He subsequently offered me a refund or replacement BUT only if I returned the original box. Even after I made him aware of the offer from Sony and Amazon.com.
- I insisted on speaking to his Supervisor who proved to be even more frustrating by quoting the Amazon.co.uk policy manual to me and again refusing to adopt the same approach as Amazon.com

I think this demonstrates some appalling communication within Amazon.co.uk, an inconsistent approach by Sony to dealing with the issue (why should an Amazon.com purchaser receive preferential treatment?) and a real challenge to my future loyalty to both Sony and Amazon.

Perhaps the opinion of one customer is not that important to either business, however, I would like to mention that I have spent a considerable amount of money with Amazon and through my purchases of pretty much every Miles Davis release (including the Bluspec format CD's from Japan) aside from numerous other recording artists signed to Sony.

I hope you (Sony) will be able to offer a reasonable response.

Thanks

Phil

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Hi there, i received the same notice from amazon canada; just want to thank customer service for being fair with everybody; actually i dont complain but maybe the box could be rip apart if handle roughly; should be better with a leather box and the jackets look fair enough to me, Sony... keep in touch with your customers.
Enjoy the music of dark magus!
Bye
Sylvain

Like many people who faxed or mailed in the copy of their receipt + the other required information, I have yet to get any e-mail confirmation from Sony. As for the 3rd possible way of sending in the information(e-mail), my less than great scanning skills prevent me from using that method. It would soothe many people's worries if Sony would actually look at their postal mail & faxes, and send these people e-mails to confirm that our applications have been received.

Hi just got an answer from Amazon UK regarding the damaged Miles Davis box. They have no replacement boxes so they want to refund it. Is this what I should do or wait til Amazon has com up with a solution for Europe too?
Please give some information how we in Europe should act.

Richard

Hi All
I purchased my box from amazon.uk but still emailed the requested details to the supplied email address. Having not rec'd any confirmation of receipt I chose to email a request for confirmation of this and that my replacement is being processed. The response was succinct and to the point confirming both. So this is good news for overseas purchasers (through Amazon at least).

On a related point and in response to the open letter posted below...I think we all need to put this situation and our purchases in perspective....
- It is unrealistic to expect Sony to completely overhaul and upgrade the fundamental specifications of this box set (cost and timescales...you prob wouldnt receive your replacement box for at least 3-6 months). Bear in mind that the Japanese standards for packaging of the Miles Davis LP facsimiles comes at a cost way in excess of this boxset. I paid £140 through Amazon.co uk and although the std of packaging was disappointing I feel Sony's offer of a replacement box without the need to return the original is actually beyond my expectations.
- As long as the glue problem and the packaging for shipping is sorted so that the replacement arrives in the right condition I will be more than happy. I have purchased all the Legacy miles Davis reissues including every boxset (apart from the Plugged Nickel) and personally have been very happy with all.

Its easy to nit pick and snipe especially when its a giant like Sony but lets be fair....ask yourselves this...were you really expecting the offer of a free replacement without the need to return the original?...if your answer is 'no' then Sony have succeeded in exceeding your expectations.

Thats good enough for me.

Phil

Good news. I have written to Sony to ask them to confirm that the recall offer would be available outside the US, as messages were confusing : I received the recall notification from Amazon.ca but saw here on miles-davis.com that the offer was only available for purchases made in the US from Amazon.com. Here is their answer : "We are processing both domestic and international requests for the Miles Davis Complete Columbia Collection." Perhaps the update information should be changed as to make it clear that anyone can benefit from the offer, no matter in which country they made the purchase.

In addition to evad's comments:

Have the openings on the double cd's on the outside not the inside of the jackets. It is very hard to remove the cd's without ripping the flimsy cd jackets or scratching the cd's.

I also would love to see the extensive liners notes from all the remastered CD's included.

OPEN LETTER TO SONY/LEGACY

I'm not sure what changes are going to be made to the re-manufacturing of the box, but I would like to suggest the following changes in order of importance:

* A stronger box, or at least the box should be shipped with adequate packing and protection such as bubble wrap, unlike the box which I received from Amazon which was split on the sides and which also resulted in the book inside being crushed

* No glue on either side of the CDs

* The inclusion of the additional liner notes which were added to the most recent re-issued CD versions of Miles' albums

* Protective inner sleeves for each CD (this would have at least negated the glue problem to some degree)

* Protective resealable cellophane covers for each album

* Better-assembled (better-glued) album covers

So SONY/LEGACY, please make an announcement ASAP as to what changes are going to be made to this re-manufactured box set.

I purchased the box set from a local retailer in Europe and encountered the same packaging issues, i.e. glue residue on discs, sleeves coming apart, duplication and omission of discs (Agharta cds are also found in the Get Up With It sleeve). I assume that the non-US Amazon customers will be treated equally and will not be discriminated on the proposed "indemnification". How soon will we hear on how to proceed? Thank you.

My email went through also. Has anyone received confirmation from SONY that their email was received?

Sou brasileiro e vivo no Brasil, por isto vou registrar meu texto em português. Tudo bem se ninguem não ler. Adquiri a caixa com os cds de Miles Davis me dispondo a pagar cerca de R$1.200,00, já que os impostos de importação em meu país são absurdos (100% sobre o valor original da compra). Devo ser o consumidor que pagou mais impostos, no mundo, na compra deste produto. Na verdade, fiz um sacrifício financeiro para poder comprar, pois os salários por aqui são muito baixos. Daí a minha enorme indignação com respeito a este inexplicável defeito de fabricação. Espero que a Sony cumpra suas promessas e envie novas caixas, em substituição às defeituosas, atendendo também consumidores de fora dos EUA, assim como eu. Isto é, no mínimo, obrigação da empresa. Obrigado!

I live in Montréal, QC, Canada and I've just received notification from Amazon.ca that buyers from the box set in Canada will receive the replacement box just like their US counterparts.

Bravo! Sony.

Louis Caron
Montréal, QC

Hello, I bought my box set from Amazon.de. Dear Sony, help me too Smiling

My e-mail went thru today, I also received notification from Amazon.ca that it's applicable to their purchasers also. I'd like to thank Sony for rectifying this issue in a very commendable way inflicting zero hassle on it's consumers, so Thank You Sony, Very Much.

Sure hope this offer gets expanded to other countries. I'm in Canada, and I wasn't pleased with the product either!

The email bounced back, now you tell me this replacement is only for the US Amazon, what about UK Amazon, it is all Amazon, will you people ever get anything right? The box set being defective, an email address that does not work, now discriminate who gets a replacement!

Columbia:

Please clarify whether you are dealing with the PRIMARY issue with this set. Your manufacturing process resulted in glue being on most of the single discs in this set. Please outline your process for dealing with this manufacturing issue and providing replacements for the box set, and not just the outer case as seems to be implied.

After re-reading Sony's statement, it is unclear whether Sony will be sending replacement box sets or merely the outer box.
For people who got damaged discs or sets that were missing certain discs, a replacement outer box wouldn't solve their problems.

I hope that the loud audio noise glitch in the first(of 2) concerts on the DVD(Disc 53 in the box set) is corrected in the new pressing.......unless this noise is inherent in the original 1967 videotape master. But it sound more like a mastering defect.
I DO know, however(from reading internet forums) that this noise is on all copies of the DVD.
Thanks, again, to Sony for putting things right and arranging to supply replacement box sets to the people who purchased this set. No one who bought the first pressing got a set in perfect condition. At least my set had all the correct discs, so I kept it.

This is still not fixed - email bounced back. Talk about making a bad situation worse!!

milesdavisbox@sonydadc.com email bounced back here also.

Just received a bounce back e-mail as well. What's up Sony? You have a consumer concern e-mail address that doesn't even exist? Talk about exacerbating a problem.

I bought my defective set from Amazon.co.uk. Am I included in this procedure?

alex

Yes, I have the same problem. What's up Columbia?

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