Defective Mosaic cd

[Van Basten II]

Bought a Johnny Richards Mosaic select set a few months ago, only had the chance to play it this weekend and although the surface looks clean around the mark of 1:20 on the 8th track the music stops and gets back to normal at 1:35. Rest of the CD seems fine. And no it's not a cd player problem, tried the thing on different players and the same result occured.

I do know that from what i've read on this board, Mosaic does usually change a defective cd, small thing is that i did not bought it from them, i bought it from a private seller, so would they change it anyways or do you have another solution, advice ?

[Rooster_Ties]

Call 'em up or e-mail them, explain the full situation.

Don't know their specific policy, but generally speaking their customer service is nothing short of incredible. My guess is they'll offer to replace it for free.

If so, it might be courteous for you to offer to buy a small set from them -- and then have them include the replacement disc in the same shipment as the set they're sending. Note: They currently have free shipping on any order over $50 (though June 9th), so maybe give them a call this week and get in on that too.

They're a really incredible company, and are well deserving of all our support.

[robviti]

why not try getting a refund or replacement from the seller first? personally, i'd only contact mosaic if i was now willing to purchase the set from them. yes, mosaic has wonderful customer service, but why take advantage of that?

[Rooster_Ties]

Or have the seller contact Mosaic on your behalf?? (Whether or not you send the set back to the person you bought it from, the disc is still defective.)

I still think give Mosaic a call directly, explain the situation in full, offer to buy another set from them - and have them include the replacement disc in the same shipment. I'll bet that's the best deal for Mosaic. They (Mosaic) are probably going to end up replacing the disc anyway, either way.

Edited June 2, 2008 by Rooster_Ties

[Ron S]

I had the same situation occur (defective CD in a Select purchased from a third-party seller), I contacted Mosaic directly, and they replaced it no questions asked. It is, after all, a manufacturing defect, and Mosaic stands behind its products (as we all know). Additionally, Mosaic widely distributes Selects for resale by other merchants, so it's not as if you acquired it in some unauthorized way from Mosaic's perspective. There is nothing unreasonable about asking a manufacturer to remedy a manufacturing defect.

And don't feel like you have to order another item at the same time. Mosaic doesn't view this kind of high-quality customer service as an imposition, and neither should you.

Edited June 2, 2008 by Ron S

[porcy62]

I had the same situation occur (defective CD in a Select purchased from a third-party seller), I contacted Mosaic directly, and they replaced it no questions asked. It is, after all, a manufacturing defect, and Mosaic stands behind its products (as we all know). Additionally, Mosaic widely distributes Selects for resale by other merchants, so it's not as if you acquired it in some unauthorized way from Mosaic's perspective. There is nothing unreasonable about asking a manufacturer to remedy a manufacturing defect.

And don't feel like you have to order another item at the same time. Mosaic doesn't view this kind of high-quality customer service as an imposition, and neither should you.

I second this.

I had a problem with a set years ago, purchased directly from Mosaic, actually I broke it, (or my cat did, don't remember now), mailed to them and they promptly replaced it.

First Class Service.

The name of the guy at customer service should be Scott.

Edited June 2, 2008 by porcy62

[Van Basten II]

Thanks for all the answers, Ron S. seems to have figured out my "moral dilemna", i'll let you know how it goes.

[Ron S]

Just send them an email explaining the problem. They'll send out a new CD posthaste.

[Aggie87]

Thanks for all the answers, Ron S. seems to have figured out my "moral dilemna", i'll let you know how it goes.

That Ron S. is one smart ass guy.

[jazzbo]

Yes except he hasn't figured out that not all Selects have made it to retail outlets yet. . .

[Ron S]

But the Richards has, smart ass guy.

[Van Basten II]

Got a reply, apparently they do now ask questions

At your earliest convenience please confirm where you

purchased the J. Richards, Mosaic Select?

We do not have a record of you purchasing that set

with us directly.

If you did not purchase the set directly with us,

you will have to request a replacement from the

Store in which you purchased this set.

[Ron S]

Well, so much for that. I guess they've tightened up their policy on the Selects.

Out of curiosity, who signed the email?

[Van Basten II]

Well, so much for that. I guess they've tightened up their policy on the Selects.

Out of curiosity, who signed the email?

Cindy.

Did what they told me, i contacted the seller, will wait for him.

[Ron S]

Well, so much for that. I guess they've tightened up their policy on the Selects.

Out of curiosity, who signed the email?

Cindy.

Did what they told me, i contacted the seller, will wait for him.

Yep, Cindy's usually very helpful--must be a new policy since they replaced my disc. I still think that as a matter of principle, they should replace defective discs that they produced, even if not purchased directly from them. Sony used to do that, but apparently has discontinued it. The way of the world, I guess. At least Mosaic still provides stellar customer service for products they did sell.

[paul secor]

Maybe someone at Mosaic follows the Organissimo Forums.

[Van Basten II]

Now who's the mole