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Alex Vs MixMag - I was sold transcodes (Refunded and Happy :))

post #1 of 71
Thread Starter 
I got on the blower to the lad today and I must admit, he was very, very helpful. He admitted that WAV should be fully lossless and took my word for it that they weren't and has fully processed the refund. He explained how their acquisition of music works, the recording label sends through the tracks uncompressed, but on rare occasions, the masters aren't well encoded (he said this was especially true of smaller indy labels). He apologised and said he is going to get onto the record label as well to find out why the master was of very poor quality and would get back to me if they could resolve the issue/source a new better quality copy.

So, all in all, I understand accidents happen and I don't put MixMag at blame here. The guy "Justin" helped me 100% and was informative and understanding. It's all resolved now... just if you ever buy online music... run it through a spectrogram!

Linux, OSX and Windows Spectrogram (free!)

What WAV should look like:




PayPal dispute is now open. This was my complaint:

Quote:
I have tried to get in contact with customer services but as yet (over a week), I have not received any response. I emailed again, but still nothing. I have used the contact details provided on the page, but because they do not seem to work or I am being ignored. As such, I will now dispute the transaction.

I bought a copy of Deadmau5's album, "Get Scraped". I paid for the highest quality version (£12.99 for the WAV album), however, received files that were of very poor quality. Running spectral analysis of the tracks reveals that each one is akin to the quality of a poor MP3, simply dressed in a ".wav" wrapper. There are very obvious signs of compression with frequencies clearly cut off at 15khz, similar to a 128kb/s quality MP3.

I feel I have been conned into paying more money for what should be better quality, but instead have received very low quality tracks. When a copy of the album in WAV is double the price of the MP3, I feel MixMag have benefited by deception. I have been conned into paying more for something that is the same quality as a low bitrate MP3.

I wouldn't have minded as I understand accidents happen, but when I cannot even contact customer services to query the problem, it is hugely frustrating.

Under the Sales of Goods Act, I have not received goods of satisfactory quality and they fail to reach the standard that I would regard as satisfactory, taking into account the price. I wish to request a full refund.
It is now in the 20 day period where I can try and resolve the issue with MixMag. They either have to respond to me now, or ignore me and have PayPal automatically grant me a refund.

It's not just £12.99 now... it's the principle.

************************************************** ************************************************** ************************************************** ************************************************** ************************************************** ************************************************** ************************************************** **********************************************

So, I went and legally, yes legally purchased an album today from MixMag. Being a sucker for quality, I paid the few quid extra for the WAV version. £12.99 the album was total, for pure, unadulterated, lossless quality... this is what I got:









This was my letter to them asking for a refund:

Quote:
Dear Sir/Madam

I am somewhat annoyed with MixMag for what appears to be selling an album in .WAV that is simply a transcode of a low quality MP3. I bought the album "Get Scraped" by Deadmau5 (date: 04/02/2011 PayPal order: xxxx) under the account name: "xxxx". Having paid £12.99 for the WAV version (more than the MP3 version), I expected 100% lossless quality.

Once downloaded, I looked at the spectral readings for each tracks to ensure they were 100% lossless and found that actually, each track was a transcode from a low quality MP3. I felt this was the case as the majority of the tracks have a frequency cut off at about 15kHz whereas a real, lossless album should have a cut off at about 22kHz I have attached some readings as proof of this.

I do not feel that the goods are of satisfactory quality and reach the standard that I would regard as satisfactory, taking into account the price and any description. Under the Sales of Goods Act 1979/2002 I wish to claim a refund. I am passionate about music and wanted to use MixMag as a means of legally purchasing my music, all this has done is leave a sour taste. I hope you can use your discretion and authorise a full refund.

Your sincerely,

Alex
What do you guys think? Am I entitled to a refund, do those pictures I sent look like good enough proof? Should a person paying more for .wav quality have to put up with that? Is this a good advert for legal downloading?

Edited by 98uk - 2/18/11 at 9:07am
post #2 of 71
Well that sucks man. I hope you get a refund and maybe try the disc instead?
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post #3 of 71
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Quote:
Originally Posted by tsm106 View Post
Well that sucks man. I hope you get a refund and maybe try the disc instead?
Discs are very rare of this album, hence the download. It's such a rip off. Why did I bother with legal downloads, all they do is make things hard.

post #4 of 71
You should get a refund, really, it's pretty much false advertising on their part.
    
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post #5 of 71
Hehe, I guess you can hit the net for a flac copy lol.





Don't quote me on that.
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post #6 of 71
Quote:
Originally Posted by alex98uk View Post
Discs are very rare of this album, hence the download. It's such a rip off. Why did I bother with legal downloads, all they do is make things hard.

Basically this. I'm sure you know of a website where you can obtain a copy of this in FLAC which would have been reported in 5 minutes had it been a transcode.

I'd say that to anyone who knows anything about lossy audio/transcodes etc. it would be obvious that it's a transcode and far from a WAV copy, but you'll probably be lucky to get anyone who does know anything in response. You might just get a "so are you having problems downloading it?" reply, which would be pretty frustrating.
post #7 of 71
i bet one the other side, they are thing "WTH this guy made spectral readings for these songs?!?!?"

i think you have more than enough grounds, and if they say download troubles, well thats obviously BS because the download has nothing to do with quality, unless its a stream.

this is why i stick to LP's.
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post #8 of 71
Quote:
Originally Posted by GlockZoR IV View Post
i bet one the other side, they are thing "WTH this guy made spectral readings for these songs?!?!?"

i think you have more than enough grounds, and if they say download troubles, well thats obviously BS because the download has nothing to do with quality, unless its a stream.

this is why i stick to LP's.
Yeah, I was just providing an example of what a crappy customer service rep might say
post #9 of 71
Thread Starter 
They better not give me rubbish about how the originals were low quality. It's like putting a Ferrari bodykit on a Toyota MR2 and selling it as a Ferrari. Yea, it looks like the right thing, but underneath, hell no!
post #10 of 71
Quote:
Originally Posted by ellisbodds View Post
Yeah, I was just providing an example of what a crappy customer service rep might say
i know i know, but if they are thinking tell him that, and he made spectral readings, they are gonna think he is "tech savvy" hahaha

Quote:
Originally Posted by alex98uk View Post
They better not give me rubbish about how the originals were low quality. It's like putting a Ferrari bodykit on a Toyota MR2 and selling it as a Ferrari. Yea, it looks like the right thing, but underneath, hell no!
alex, if your finding difficulties hunting down the CD then id suggest going to Hard To Find Records i use these for my LP's and such and such and they will track down any LP or CD you want... not bad price either, they hunted down a rare typo version of Bar9 attack of the killer bass freaks for £15, which is really good value.
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