I ordered No Line on the Horizon as a Digital Album from the official
store on U2.com, which is run by Fanfire (now Live Nation). The order
was placed on July 25.
As it was a digital download, I expected a link or instructions after
my purchase but the only thing I got was a email receipt. On the "Order
Status" page at the site it stated "No shipping info available". On
July 27 I contacted customer support through the form linked from the
page, and got a reply the day after where I was told my order "hadn't
gone through" but that they were letting their "experts" look at it and
get back to me in 24-48 hours. I heard nothing, and contacted them
again August 1. No response. Not after using the web form, not after
replying to their email.
August 11 I used their form to cancel my order. After six more days I got a
reply - and I was told my order had "shipped out as of 07/29/2009" and
would be delivered by DHL. Shipped! My digitial download? I don't think
so. Ofcourse I answered and asked if they really were and how they were
shipping my digital download, and ofcourse I got no response. At this
time I gave up on them, but continued to fill in the order status form
now and then just for the sake of it.
Surprisingly I eventually got a reply stating ordinary shipping info,
3-5 weeks, time to clear customs and so on. No answers to the questions
I had asked. No mention that my "order" was for a digital download. So
I replied and asked them to skip the copy and paste info and instead
answer me why it was shipped. And guess what? Nothing!
After filling the form again, now refering to the first
reply I got, asking on any news with the experts doing their hard work for almost two
months. I got a reply which was basically identical to the last one I
got. Ordniary shipping info that made no mention of the nature of a
Now it's October 6. I have not, and will not, recieve my "Digital Album".
Don't by from this company. Your order may not be delivered, and no one
reads your emails. If anyone actually reacts to them, they just
mechanically reply with their standard template.
Ironically I did this to support the great decision to release a
digital album as lossless FLAC-files, showing that we customers are prepared to pay if we are given better options. As it turned out I would have got faster delivery,
better customer service and more peace of mind if I had chosen to
download it illegaly ...