scriptygoddessIssue has been (somewhat) resolved (but I still don't plan on buying from them again) (See bottom of post for resolution)
Breaking the format here a bit, because I wanted to give a quick little review of my experiences with buymusic.com.
I've seen an article on Wired.com about this (thanks ste) and it seems already people aren't thrilled with the licensing format that is in place on these music files. I can almost accept the fact that you'll have to jump through hoops if you want to be able to download your music. Look, the music industry is whining that they're losing money thanks to mp3s – the public wants to be able to get their music their way (which right now is digitally) – I can agree to compromise.
What I can't agree to is bad customer service. If they're going to have these tight restrictions about the files – they're also going to have to be flexible when things don't go perfectly – as we all know can happen when you're working with computers.
Here's my personal experience with them…
On Wednesday night, I purchased two albums from them. (Not just individual songs, I figured I'd go the full 9-yards and buy the whole album)
First problem. After you buy an album, you need to download it. Sure, I knew that. What I didn't know is that you have to download EACH SONG INDIVIDUALLY. One click per song. With two large sized albums with many songs on it – it can be just a LITTLE annoying.
Ok. We're compromising, right? I'll suck it up and deal.
After all the songs downloaded, I tried to play them. Second problem. Before each song plays – it has to download and verify your license. You can't mulitple select a bunch and do this. You need to do this before EACH SONG will play. [Edited to add: "Verifing your license" means another window pops up that asks for your buymusic login and password… you enter it… it thinks awhile… it thinks some more… Then it comes back and says click "play" to actually play the song…]
Ok. Getting a little annoyed here, but still willing to suck it up and deal.
Now that I've heard the music, I want to burn a CD (like they say you can do) so I can listen to it in my car.
Third and VERY big problem.
Since I'm using Windows200, they force you to use a windows media plugin made by Roxio. Roxio doesn't even really mention this plugin on their site except for a one year old press release. (I went there hoping they'd have an update). This plugin CRASHES consistently EVERY time I try to burn a CD. It is simply impossible to create a cd from my machine using that plugin. (Trying to use another plugin like Nero doesn't work. The license for the songs only works with that Roxio plugin).
So I figure, ok, I'm allowed a few more downloads of these songs. I'll download it to my husband's machine. He's running WindowsXP, I'm guessing since it's a new OS, the plugin is also probably newer, and maybe it will work better.
And here comes problem number four.
The "Main" license is the one I downloaded the first time to *my* machine (the windows 2000 box with the defective Roxio plugin). Subsequent downloads are "secondary licenses" from which you are not allowed to transfer to a mobile device, burn a cd, or do ANYTHING with except listen to them on that one machine.
Ok. This is bad. We're at a standstill with what is essentially a defective product. I wanted this music eventually for a CD I could listen to in a car – and I'm not getting what I paid for. Certainly there is something that can be worked out here. I'm not asking to get something for nothing. I just want what I gave them my money for. I want my music on a CD. I'll send an email to their customer service.
In walks problem number five.
Here's their oh-so helpful (probably computer generated) form letter to me (Makes me wonder if they have any physical human beings working for them):
Hello Jennifer,
Thank you for writing to us.
We are responding regarding your order #16557551.
We apologize if you have experienced trouble downloading your music to a digital media player or copying your music to a CD. Unfortunately, We are unable to provide technical assistance after you have downloaded the music from BuyMusic.com to your primary computer. In addition, we are unable to credit you back for failed or damaged copies once you have successfully downloaded the music to your primary computer.
For assistance with downloading your BuyMusic.com selections to your digital media player or copying to a CD, we suggest that you contact the Technical Support Department of the manufacturer of your digital player or CD-R(W) drive.
We apologize that we are unable to assist further with this issue. Thank you for your patience and understanding. If you have any additional questions, please contact us at support@customerservice.buymusic.com.
We appreciate your business.
Sincerely,
BuyMusic.com
www.BuyMusic.com
Wasn't there a song called "Money For Nothing" – I think I'll buy it from iTunes once it's released for the PC…
Update: This is in the trackback but important enough to be brought into this post. Privacy policies are something I don't usually pay attention to but really should, but what buymusic.com has in theirs is just wrong. Jenett linked to Stereoboy's post where he pointed out this little tidbit from their policy: "we may disclose, sell, trade, or rent your Personally Identifiable Information to others without your consent". Not cool.
Update 2:: The plot thickens. In my last email I told them I'd be contacting my credit card company. I also included a link to this review 
and offered them the opportunity to turn things around. Here's the latest email from them:
You previously sent BuyMusic.com an email. Due to the nature of your request, we have escalated your email to an expert queue, where it will be answered as soon as possible by a specialist in the subject you asked about.
We are committed to respond to your email as soon as possible.
We appreciate your business.
Sincerely,
BuyMusic.com — "Get Loaded!"
We'll see where that gets me. It got me nowhere. Their so-called "expert" simply said I needed to use Windows Media Player, not Roxio, to burn the CD.
Nevermind the fact that I said I WAS trying to use Windows Media Player. or the fact that I said it was a Roxio windows media PLUGIN that was crashing. OR (my favorite) the fact that ON THEIR SITE it says I have to USE that plugin in order to burn the CD.
Typical bad-customer-service type response. Doesn't read. Sends out form response. This, from their "expert".
Update 3: My latest email was "escalated" again. This time they simply issued me a full(see update 4) credit for the music. So, at least they've saved me a call to the credit card company – but based on the experience, I still won't buy from them again. (There's no guarantee that it will ever work. The software simply wasn't stable, and I can't count on them giving me a credit if I were to try again.)
Off I'll go to Amazon.com to buy them from there… (Or maybe I'll get my butt in gear and dust off my G4 and see if Apple/iTunes has the ones want). 😉
Update 4: I have another email in to them asking them why they're not giving me a full credit back. The amount was CLOSE but not exact, which is why I didn't notice the difference right away.
Update 5: Finally getting FULL refund back (however, I'll still believe it when I actually see it on my credit card statement!). The money they almost didn't give back to me turned out to be tax… they've graciously refunded that now too. </sarcasm> For anyone that actually tries this service out – IF you get a refund when things don't work, make sure you carefully check the amount of the refund. Just because they say they're refunding all your money, doesn't neccessarily mean they looked at the right total.
Update 6 (7/30/03): Because this keeps getting asked in the comments – here's the deal with the Roxio Plugin:
This page on buymusic's help site, is where they say you have to use it (I tried using other things, or no plugins – but it won't work). On buymusic's site – that part about it verifying your license before it burns the CD – that's what the Roxio plugin does. That's precisely where it crashes. I don't own Roxio software, nor did I install anything specifically from Roxio. That plugin came with the windows media player download.
(Side note: before the Roxio plugin crashes – there's a big ad about how I should buy the full version of Roxio for "more features" – maybe that's the catch?)
