I haven't read the whole thread (just found out about it), so I apologize if this isn't convenient, but I just wanted to reproduce a post I made on the @U2 forums about my experiences with U2.com:
"Let's imagine U2 releases a new album tomorrow. Ok? Now let's imagine it did not leak in the internet early (I know, hard to do, but as long as we're using our imaginations...). Now, you're pretty eager to listen to the new songs, so you set camp in front of the nearest music store in order to be the first to do it. A few days later, you feel dirty, tired and you missed work a few days (so maybe you're also unemployed), but you're the first in line when the doors open and the album is in store. You run towards the "U" aisle and you get the CD . You feel the plastic in your hand, you're unable to blink because you want to catch every glimpse of the album artwork while you run to the cashier. You give the cashier your hard-earned money and you wait for him to put the CD in a pretty plastic bag and give it back to you. But he says, "I'm sorry, I can't give you the CD right now. But hey, come back in a year and you'll get it!"
Well, that's exactly how I feel. And I'm not the only one.
When U2.com initiated its paid subscriber system (replacing the Propaganda Fan Club), I was one of the first people to join. I paid my thirty-two dollars and I got access to a whole lot of exclusive information in the subscribers section. Well, maybe not. But I got access to a no-so-near-to-complete collection of U2 videos, I got copied interviews from music magazines, I could see Adam Clayton having tea, and hey, I got a discount coupon in the purchase of a brand-new hundred-dollar U2 litograph! Now isn't that great?
I don't live in the usual U2 tour circuit, so I don't have much use for tour presales. When U2 came to Latin America, we weren't offered a fan presale. Instead, we had a wonderful couple days trying to login to the ticket company's near unaccessible website while we had two or three phones glued to our years trying to buy the tickets through their call center. (although I must concede I used my presale code in the Vertigo Tour for seats on two fantastic concerts in Toronto, Canada. Of course, I spent thousands of dollars in the trip, but who am I to complain?) This time around, I had no use for my "Horizon" presale code. But I'm hopeful for the rumoured Latin American tour in 2010.
So the main reason I actually subscribe to U2.com are the gift CDs. Like many people in the U2 fan community, I'm a voracious U2 collector. I keep my concert tickets, I spent a lot of my money on out-of-print releases and in obscure pieces like a paper ecocrap Greenpeace CD with a live version of "Until The End Of The World" that I don't remember ever listening to. I still have my inflatable PopMart lemon (probably the closest one could get to being a U2 pervert), and I make a point of buying every new U2 release on the horizon (sorry, I had to use that lame pun at some point). I kept subscribing to U2.com even though it's been two years I've been getting previously released DVD-ripped concerts with not-so-different artwork.
With that in mind, I'm sure you imagine how excited I was that this year's U2.com gift release was "Medium, Rare and Remastered", which featured tracks from the previously released "Complete U2" digital box set. Being in Latin America, I have no access to the iTunes music store, so this is my first chance of getting these tracks. "Native Son", "Xanax and Wine"... wow. I already have the Boy/October/War re-releases, so the second CD isn't so useful, but that isn't really a problem.
In November 2008, as usual, I got an e-mail from U2.com telling me that my membership would expire on December 3rd, and that if I renewed I would get a nice eight-dollar discount, so I renewed my subscription on November 18th. Not long after, I got another e-mail which said that, "if [my] annual subscription is set to run out before the end of 2008, don't worry we will be extending your benefits until the launch of the new site in early 2009. We'll be mailing you with more details". All right.
Still in November U2.com sent me a "subscription update" that said the following:
"As we're still finalising the details of our 2009 subscription offer, we're going to be sending you the current package (the double album 'U2 Go Home' and your choice of T-Shirt ). But as you've now resubscribed for another 12 months, you'll also automatically qualify for the special benefits of the new offer.".
Great!
I never asked for the second Slane CD. After all, I had it already. But who I am to complain?
In December 2008 U2.com renewals were disabled. In January 2009 I read on a forum (not the U2.com "Zootopia" forum) that if I was one of those "early renewers" I should inform U2.com of that through a post in their (old, now disabled) forums, according to "Bajagirl", their moderator. I didn't quite understand why I should do it, but I did it anyway.
When I started reading on the fan forums that the CDs started arriving at people's homes, I was patient. After all, I'm on another continent. But then I learned that a very dear friend, who lives in the same city as I do, got it already, I was puzzled. So I contacted U2.com through their handy "contact form". I promptly got an automatic response, telling me that I would get a reply within 1-2 business days. So I waited for four business days. And I started getting worried that I wouldn't get a reply. So I contacted my friend again and obtained a FanFire e-mail address, which I used to send my inquiry again.
One day later I got this response:
"Dear Cristiano,
Thank you for your email. Please note, the Rare and Remastered CD will not
be shipping out to you, as you were offered a Slane Castle set upon your
Renewal.
Do note, the New offer will still be available to you upon your next
Renewal.
If you have any further questions, please contact us at
orderhelp@U2.com or
one of the following numbers: 1-800-615-1324 or 1-916-414-2921. Our customer
service representatives available 24 hours a day 7 days a week.
Sincerely,
Zarina
U2.com Customer Service"
WHAT???
How can U2.com (or FanFire, or whatever) completely ignore what they stated earlier (that I would get the new gift regardless of my renewal date)? Have they no respect for their fans? Am I being punished for being a loyal fan and being one of the first to join the fanclub?
"Zarina" says the new CD will still be available when I renew my subscription next year. So from now on I'll be getting my gift CDs with a slight one-year delay.
Again, I never asked for two copies of the Slane CD. I obviously had no use for a second copy. I already had the way-too-small Slane t-shirt, too. So I gave them to a work colleague when I got them. I suppose I should ask him to give them back.
Right now there's a 24-page long ongoing discussion on the U2.com forums, and it's full of similar stories from fans all over the world. And the U2.com staff is nowhere to be seen.
Well, I can't take it anymore.
What about you?
(I'm sure there are lots of grammar mistakes in this post, but bear with me. I'm not a native english speaker and I'm pissed off.)"