これは、Claudio AbbadoのマーラーBOXセットの中の２枚目のCDが再生不能だった
ことに関して、私（Totoro Brother)とDeutsche Grammophon Customer Service Team
Miguel Neivaとの間で交わされた、心温まるメールのやり取りの記録である。
Deutsche Grammophonの対応はさすがだった。
苦情のメールを入れると瞬時にこんなドイツ語＋英語のメールが帰ってきてやり取りが
始まる。
VIELEN DANK FÜR IHRE NACHRICHT!
Wir bemühen uns, Ihre Anfrage (Nr. 207678) schnellstmöglich zu beantworten.
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Ihre Deutsche Grammophon
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Hier ist eine Kopie Ihrer Nachricht:
--------------------------
THANK YOU FOR YOUR REQUEST!
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In the following you see a copy of your request:
Totoro Brother
Dec 13, 09:10 CET
Though I bought above ABBADO MAHLER box set I was very disappointed because
the DISC2 Track #5 "Im Tempo des Scherzo. Wild herausfahrend " Die Auferstehung"
length 34:42 can't be played with none of my CD player. Of course I tried every PC
which have DVD+CD drive too. But all failed.
Around 31:46 / 34:42 (remaining 3 min) the CD player suddenly stopped.
Thus I have been NOT able to hear Mahler Symphony No.2. Disc total play time 81:16!!
I had succeeded with Bernstein + Berlin Phil Mahler No.9 of which total play time 82:04
00289 477 8620 G OR without any problem.
So I had believed that there should not be any problem. But this time Abbado No2.
Is this problem individual one (my disc only problem)? Or more wide one?
There was no WARNING! messages on the box which tells "Old type CD player may
not able to play CD2(Symphony No.2 track5) completely!". It is highly recommended.
I think Deutche Grammophon should resend the BOX and/or upload the Track 5 on the
WEB so that every people(if there) can download that Track.
I hope quick reply and actions!!
Regards,
Totoro
************************************************************
UNIVERSAL MUSIC SUPPORT
Charis Amend (Universal Music Germany)
Dec 14, 01:01 CET
Dear Mr. Totoro,
Thank you very much for your email and your interest in Deutsche Grammophon!
We are very sorry for the inconvenience you have experienced! Please get in touch
with the retail store where you bought the products to receive a replacement.
Our resellers are responsible for the replacement of broken or false products, not
the Deutsche Grammophon. In some cases we make an exception and check the
product for said problems. Please try and contact your local retail store first.
With best wishes,
Miguel Neiva
Deutsche Grammophon Customer Service Team
************************************************************
Totoro Brother
Dec 14, 08:07 CET
Hi, Miguel!
Thanks for quick response. OK, I understand if the CD is broken or false product
I should ask retail store first. However first I'd like to know that whether almost
all customers bought this BOX set can play that Disc #2 or not.
Don't other some or few customers complain it unplayable?
Does Deutsche Grammophon haven't received any claims yet?
You, as the representative of Deutsche Grammophon have a firm belief that the
Disc #2 which total play time 81:16 exceeding over 80 min can be played with
usual CD player?
All the more, If I use successor CD player that can play Bernstein + Berlin Phil
Mahler No.9 of which total play time 82:04 (00289 477 8620 G OR) without
any problem. Because the Deutsche Grammophon never produce UNPLAYABLE
spec CDs in the past nor future.
Please note, I mean SPECIFICATION, excepting an acceptable level of defectives
in the factory processes on rare occasions.
If you STATE so, OK I believe you and your company once, I will order United
States Amazon one more BOX from here Japan. It will takes 2 weeks before
delivery. (Money is no problem. The real problem is time to be lost.)
And I will check whether the Deutsche Grammophon is reliable company or not.
If second BOX were OK, the existing old Disc #2 must be "broken or false".
And If second one were also unplayable it maybe still "broken or false" of course
but again. The reliability of the Deutsche Grammophon will go down.
So, please tell me that Disc #2 is playable on such a CD player succeeded to play
Bernstein + Berlin Phil Mahler No.9 which total play time 82:04 (00289 477 8620
G OR). I hope quick answer again from you for your company.
Regards,
Totoro
************************************************************
UNIVERSAL MUSIC SUPPORT
Charis Amend (Universal Music Germany)
Dec 14, 21:52 CET
Dear Mr. Totoro,
thank you very much for your detailed feedback.
I will assure you that this box wasn't mentioned in any of our customer e-mails.
I searched our system and your default product must be a singular defect of the
production or distribution process. Again we apologize for this happening to you.
Thank you for your understanding and loyalty.
With best wishes,
Miguel Neiva
Deutsche Grammophon Customer Service Team
************************************************************
Totoro Brother
Dec 15, 02:30 CET
Hello, Miguel!
I have just placed an order to U.S. Amazon. The delivery date will be Next Year
Jan 3-6th. I hope this CASE ID207678 is a singular defect, for me, and for you,
and for your company.
I will let you know the result at once I check completed. So, please keep open this
CASE ID207678 until I send "Passed!" message.
By the way, Have you tested the Disc #2 whether playable or unplayable in your
Laboratory or personal environment at least? The empirical research attitude will
be highly appreciated.
Especially in the Big Company like D.G. who want to squeeze so long recording
data over de fact standard of 74min/CD. ( I like this challenging spirit, though.)
Please let me know about the corporate POLICY of D.G. packing data in one CD.
And how D.G. check and assure that is playable.
Regards,
Totoro
************************************************************
UNIVERSAL MUSIC SUPPORT
Charis Amend (Universal Music Germany)
Dec 15, 22:05 CET
Dear Mr. Totoro,
I searched our system and your default product must be a singular defect.
The CDs in our laboratory work - I checked!
We are not allowed to give out insight information about our policies.
But I assure you that our CDs and other products are checked in the
production proceess.
With best wishes,
Miguel Neiva
Deutsche Grammophon Customer Service Team
************************************************************
Totoro Brother
Dec 25, 14:37 CET
Hi, Miguel! You were right!
Are you still there?
Today I received the 2nd BOX from U.S. Amazon.
I checked CD#2 Track#5 at once.
The Track was successfully played at the end of it.
It was very moving finale!
The problem must be a singular defect.
Now I agree with you!!
Regards,
Totoro
************************************************************
UNIVERSAL MUSIC SUPPORT
##- Please type your reply above this line -##
Charis Amend (Universal Music Germany)
Dec 28, 22:50 CET
Dear Mr. Totoro,
you're welcome! I am happy to hear that you're replacement was a success.
Please do not hesitate to contact us for any further inquiries.
With best wishes and happy new year,
Miguel Neiva
Deutsche Grammophon Customer Service Team
************************************************************
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