Mosaic Records customer service.

[ornette]

I recently ordered two copies of the Bob Brookmeyer set for delivery to two different UK addresses. One has arrived, the other (nearly 3 weeks on) has not.

I have emailed Mosaic several times about this both from the website and in response to the delivery email at info@mosaicrecords.com.

All of my emails have been ignored. Not even an acknowledgement. Is this typical? Can anyone offer any advice?

[Clunky]

their service is second to none in my experience, i would be pretty chilled about the orders arriving at different times. Sometimes when I order by surface it arrives in UK in days other times 5 weeks.

An example of their good service was that the box to my Roy Eldrige set was crushed , they sent me a replacement without any fuss.

[ornette]

Thanks for the reply. I am happy with long delivery times - what I cannot understand is why they don't reply to emails.

Regards.

[ornette]

Thanks for the reply. I am happy with long delivery times - what I cannot understand is why they don't reply to emails.

Regards.

[LAL]

You may want to try e-mailing Cindy at csr@mosaicrecords.com if the box still hasn't arrived in a few more weeks - The last time I e-mailed on other issues, she was helpful enough.

Edited February 19, 2004 by LAL

[Gary]

their service is second to none in my experience, i would be pretty chilled about the orders arriving at different times. Sometimes when I order by surface it arrives in UK in days other times 5 weeks.

An example of their good service was that the box to my Roy Eldrige set was crushed , they sent me a replacement  without any fuss.

Clunky is spot on. I waited 8 weeks for my Chico Hamilton set via suface mail where as my Blue Mitchell set took a week via surface mail.

Edited February 19, 2004 by Gary

[ornette]

Thanks again for the advice. I will give it a bit longer. At least they are on notice. Just odd that one has arrived and the other has not.

[ornette]

Thanks again for the advice. I will give it a bit longer. At least they are on notice. Just odd that one has arrived and the other has not.

[Clunky]

. I waited 8 weeks for my Chico Hamilton set via suface mail .

Funnily it was my Chico set that took the longest too. By the time it arrived the set was totally OOP, so I was sweating.

Mind you when it did arrive complete with the AEC Nessa set it was well worth the wait !!!

[Gary]

Funnily enough I ordered the Nessa box & the JJ Johnson box after the Hamilton set & they arrived first!But Mosaic were very helpful at the time.

I ordered the Elvin Jones set yesterday (with the exchange rate being what it is at the moment I couldnt resist it), via surface mail so it will be interesting to see when it turns up.

Edited February 19, 2004 by Gary

[robviti]

i wonder if the problem lies with mosaic? i ask because i shipped a cd via air letter post to a board member in canada recently. it usually takes less than a week, but for some reason it took almost 3 weeks to arrive. that's nothing, however, compared to a cd i shipped first class to an address here in the u.s. last november. believe it or not, it finally arrived on feb. 12!!!

[Brad]

As mentioned their service is the best. They're the gold standard as far as I'm concerned. Ornette, if you'd like I'd be willing to give them a call for you if you pm me with the particulars, if you don't get a response soon.

[michel devos]

As mentioned their service is the best.  They're the gold standard as far as I'm concerned.

I agree.The order I had placed by email on the saturday morning was delivered to my address in Brussels Belgium the next wednesday morning 0930 am, in perfect condition.Carrier was Airborne Express.

Whenever I mailed Cindy, I got the answer within one day...a real delight...

[Jazzmoose]

On the other hand, sometimes even at the best of companies, things slip through the cracks. I called for a replacement disc for one that simply would not play in any player here, and was told one would be sent out immediately. A month later, nothing. Another call, and it was here in less than a week. Nobody's perfect...

[Soulstation1]

call mosaic if you have a cellphone with free long distance minutes

ss1

[Tjazz]

Does Mosaic send overseas shipments with tracking?

I ask because the domestic shipments are sent with tracking info.

[J.A.W.]

Does Mosaic send overseas shipments with tracking?

I ask because the domestic shipments are sent with tracking info.

Yes, but it's insanely expensive.

[andersf]

Sometimes there are mistakes, emails are not always answered at once (or at all), which can be frustrating but on the whole I am very satisfied with the Mosaic after sales service.

Edited February 19, 2004 by andersf

[J.A.W.]

...on the whole I am very satisfied with the Mosaic after sales service.

And so am I.

[ornette]

Brad, thanks for the offer re phoning. I got a reply today - '...it appears that you have not received our previous emails...' so i'll wait the full 8 weeks and see what happens.

(apologies for double posting - first post gets an error message, second try post them both)

[LAL]

Does Mosaic send overseas shipments with tracking?

I ask because the domestic shipments are sent with tracking info.

Yes, but it's insanely expensive.

Actually I feel it's relatively cheap at less than $2 per disc (provided you optimise the order value). Other music stores that sell online and ship overseas via courier charge double the amount or more.

[ornette]

Pleased to report that this order was finally delivered on Friday, just inside the 8 week limit. Where has it been?

[jazzmantom2004]

I am not a direct customer of Mosaic, but a recent call cemented my belief in their customer service.

My father had 19 Mosaics set in his collection when he passed away which we are selling. The problem? Where to find boxes designed for LP size boxes when they don't make LPs anymore.

So on a hunch, i called Mosaic and spoke to Jerry to find out who makes boxes for them so I could call them and order some for myself. I explained we were liquidating my dad's collection to other collectors, and they offered to sell me boxes at cost + shipping.

Now that was phenomenal customer service!

Hal

[Tjazz]

You can buy calling cards for 3 cents/minute from Costco.

[Brad]

I've said this before but they have no peers in customer service. They're just the best, in my opinion. I received the Bird box as a present and ruined the box. They then sent other another. Unbelievably, I dropped the box and they sent another one. I couldn't believe it. All, at no cost.