Thanks for the reply. Yes, keeping the box and potentially selling Re:call 3 and Lodger 2017 will more than recoup the price difference between original order at £177 and new one at £198. I guess the disappointment stems from waiting two months, looking forward, the item being my birthday gift and a frustrating 23 minute call without the outcome I’d called for.

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There are far worse things to get riled about and it needs some perspective on my part. Just fed up that my most-anticipated music acquisition wasn’t as I had hoped. Hi Paul, Well, things took a turn for the better after I had a further call with Amazon UK a couple of days after the initial conversation with the customer service agent. I’d not received an email confirming that the refund was going to be provided, so contacted the team by telephone. The agent said that she could see that there’s been contact between me and Amazon – but the notes had been left incomplete, that the refund hadn’t been processed and that it just said that a damaged product was received.

As the item had just come back into stock, I was asked if I’d prefer a replacement or a refund. I naturally went for the replacement, as this would prevent having to pay more for the new item. I mentioned that the previous agent had said I could keep the damaged box and the new agent said it wasn’t productive to collect the item, so yes – I could retain it. The replacement item arrived on Tuesday. As my partner ordered, it’s only my account which has Prime status, but I was more than happy to wait. When the new item turned up, it was shrinkwrapped – the first one wasn’t and it had the gummed backing sheet showing the contents – which the first one didn’t.

The Lord of the Rings is a film series of three epic fantasy adventure films directed by Peter Jackson, based on the novel The Lord of the Rings by J. Tolkien.The films are subtitled The Fellowship of the Ring (2001), The Two Towers (2002) and The Return of the King (2003). Berlin Trilogy • REMIXED Lodger • Scary Monsters • Baal EP on Re:Call 3. Following 2015’s Five Years and last year’s Who Can I Be Now?, Parlophone will in September release A NEW CAREER IN A NEW TOWN [1977-1982] an 11CD or 13LP David Bowie box set that includes remastered versions of arguably his most critically acclaimed albums, including the so-called ‘Berlin Trilogy’ of Low.

I suspect I received a returned item, as the first box had clearly been opened and the back contents sheet taken off. So, all’s well that ends well. I’m now going to think about listing the rarities from the first box on eBay. An added bonus that I wasn’t entitled to enjoy, but I’m not going to complain about that! It certainly looks like the first agent didn’t carry out the task. Perhaps it’s because I was likely to give negative feedback on the experience that they didn’t initiate the ‘has this been resolved?’ email.

I don’t expect perfection, but I am used to getting great results from Amazon when things don’t go right. It had all been good until this purchase in that regard.

Pleased to be able to update. It’s a firm win-win. The box itself is beautiful. I love the records and the book is really good too. My only gripe, as with the triple Cracked Actor vinyl, is that I’m not going to be taking that middle disc out of the packaging too often – as I’m worried I’ll bend the sleeve or fray the edges. Favourite disc from the whole shebang? I’ve developed such an appreciation for this record, when it was my least favourite of the oft-referred Berlin Trilogy.

Overall verdict: amazing. So, Amazon delivered the vinyl box this afternoon. It arrived without any of the usual Amazon cardboard box and plastic pillow packaging – just the actual product. Knowing you have to address returns via the online team, I took the parcel and immediately saw big tears and dents across the edges, front, too and back of the box set.

There’s also a huge, unremovable sticker across the back. This was ordered on 12 July, at the lowest price from Amazon of £177. My partner treated me for my birthday. After speaking to Amazon to advise them what’s happened, they’re refunding – but can’t replace – as it’s out of stock until 8 October. They’ve told me to reorder the item. Pointing out that a new order is nigh on £200 and the refund is£177 and we’ll be out of pocket, I was advised that I can keep the damaged product. Not an acceptable resolution.

I asked to escalate but was told there’s nothing more that can be done. My partner rarely orders stuff from Amazon, but I’m the Prime member and order loads of product – including the last two Bowie sets on vinyl and CD. I’m peeved, to say the least.

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Is this what we can expect from Amazon now the competition is absent in the market place? I’ve had few issues getting problems resolved before, but do wonder if the Prime customers get a better outcome than non-Prime. Yeah, it’s £23. First-world problems and all that, but we both feel pissed-off at the lack of resolution to what has been caused by bad product handling and nigh-on non-existent resolutions from the care team.