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  1. #1

    HD Tracks Customer Service

    I was wondering if anyone here had any recent contact with HD Tracks customer service?

    I ask because I have a partially downloaded album, with the same issue: the connection breaks, then a retry puts you right at the beginning instead of resuming from thr last complete file that was downloaded.

    Previously, I have been able to get the missing tracks directly from a server link, but for some reason it has been days since I e mailed (and followed up) with no response at all.

    Or maybe they see me coming a mile away ;>D

  2. #2
    I had a similar problem. Was advised by HDTracks to delete the partially downloaded track and try again. That worked.

  3. #3

    I Got That Advice

    Quote Originally Posted by alcarp View Post
    I had a similar problem. Was advised by HDTracks to delete the partially downloaded track and try again. That worked.
    I got that advice in previous e mail correspondence, but I decided to give it a shot anyway. (Sunday Night)

    Unfortunately, the download started at the PDF file and Track One instead of Track Seven. (I have six completely downloaded)

    I recently downloaded a Lettuce album from Digital Soundboard. net..no issues.

    So here I sit babysitting a download hoping it will stay connected until I get to Track Seven and getting duplicate copies of Tracks One Through Six.

    Still no reply from HD Tracks.

  4. #4

  5. #5
    Quote Originally Posted by samtheman57 View Post
    It's similar to what this poster was experiencing:

    Naim Audio Forums: More problems with HDtracks! - Powered by Hoop.la
    That was actually me! The problem sorted itself eventually but I did find HDtracks unhelpful and their downloader software, at that point in time, seemed really buggy. Maybe they have improved it by now. Being UK based, I can no longer purchase from HDtracks ... Problem solved.

    Good luck with getting your download sorted

  6. #6
    Quote Originally Posted by JazzDoc View Post
    That was actually me! The problem sorted itself eventually but I did find HDtracks unhelpful and their downloader software, at that point in time, seemed really buggy. Maybe they have improved it by now. Being UK based, I can no longer purchase from HDtracks ... Problem solved.

    Good luck with getting your download sorted
    Thank you Jazz Doc.

    I managed to sit through another download and acquired all tracks but one. (I got a message saying the server could not download the file at this time around 1:00 A.M. Monday)

    Major facepalm, I am literally bleary eyed from checking the status, and panicked that I am going to start from the beginning...AGAIN?!

    Then a thought came to me which has temporarily (possibly permanently) solved this aggravating issue.

    I had the thought that the Java Downloader Application stores itself (and your download status) in browser History.

    Now, I have a habit of clearing, at least once a day, all browser History and junk files via the "Tools" in Firefox and using an app called C Cleaner.

    I checked the History this morning, and sure enough there it is: APPLICATION.jnlp.

    So, I opened up the downloader, and it resumes from the last track. Hallelujah!

    I have one more album to test this theory on, but I am thinking that clearing History was the cause of my issue, not the downloader.

    Anyone that has an opinion on this and knows software better than I do chime in.

  7. #7
    Just a quick update:

    I started downloading "Gaucho" last night for an hour or so before going to sleep.

    I shut down the computer after Track Three and this morning, the download resumed where it left off at the beginning of Track Four.

    So it appears that keeping the application link (APPLICATION.jnlp) in your browser History/Cache is the key to resuming.

    Of course, if the connection breaks at any portion of a particular track, say 25 or even 75 per cent of a track is downloaded) the download will resume from the beginning of that track, but that most certainly beats going back to Track One!

  8. #8
    It would be nice, however, if HD Tracks at least attempted to respond to my e mails, neither of which have been bounced back to me.

  9. #9
    I've asked for mastering credits of an album a long time ago and never got answered.
    about the download issue, what happens is the software doesn't resume from where it stopped because, at the second time, the destiny location is automatically changed to a subfolder called "96 khz" or "192 khz'. All you have to do is to move the ready files from the root folder to there, even after the new downloads started, that they will be recognized as complete and the missing ones will start

  10. #10
    Quote Originally Posted by samtheman57 View Post
    It would be nice, however, if HD Tracks at least attempted to respond to my e mails, neither of which have been bounced back to me.
    I have found that calling them direct gets results. I had an issue the first time I tried a download and after a couple of unanswered emails, I looked up the phone number for Chesky Records, called them and problem was fixed. Same thing when I had a problem with a download a few months later. I have downloaded quite a few albums and have not experienced any other issues. While their customer support team is not up to Linn's level, I am a happy customer.

  11. #11
    Quote Originally Posted by samtheman57 View Post
    It would be nice, however, if HD Tracks at least attempted to respond to my e mails, neither of which have been bounced back to me.
    I don't get HDtracks business practice policy. I thought that they would have improved their procedure and policy by now. It seems that I am not the only person who has experienced difficult although I did get a reply to my email, albeit three days later!

    Most of the downloads that HDtracks are offering for sale are freely available on the Internet (I mean that literally). They use a problematic Java based download system whereas the freely available downloads use file hosting sites that can be used in conjunction with a much more reliable internet download manager.

    I am of course, not advocating music piracy as the artists would suffer from this but these artists appear to be poorly served by HDtracks. I wonder if they are aware of how poorly their interests are being maintained!

  12. #12
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    Quote Originally Posted by JazzDoc View Post
    I don't get HDtracks business practice policy. I thought that they would have improved their procedure and policy by now. It seems that I am not the only person who has experienced difficult although I did get a reply to my email, albeit three days later!

    Most of the downloads that HDtracks are offering for sale are freely available on the Internet (I mean that literally). They use a problematic Java based download system whereas the freely available downloads use file hosting sites that can be used in conjunction with a much more reliable internet download manager.

    I am of course, not advocating music piracy as the artists would suffer from this but these artists appear to be poorly served by HDtracks. I wonder if they are aware of how poorly their interests are being maintained!
    I guess I'm one of the lucky ones - after a couple of interrupted downloads early on, I've had a pretty smooth experience (and I buy from them pretty frequently).

    Fingers crossed, I haven't had any problems where I had to contact customer service . . .
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  13. #13
    Quote Originally Posted by quadlover View Post
    I have found that calling them direct gets results. I had an issue the first time I tried a download and after a couple of unanswered emails, I looked up the phone number for Chesky Records, called them and problem was fixed. Same thing when I had a problem with a download a few months later. I have downloaded quite a few albums and have not experienced any other issues. While their customer support team is not up to Linn's level, I am a happy customer.
    I was almost at that point quadlover, but someone at customer service saw my post here at CA.

    They said they never received my other e mails, but were able to help out.

    They neither addressed or confirmed the theory of leaving the link in your browser History as being the culprit, but the Java downloader was working correctly for me on two reconnects during the Steely Dan download.

    Gaucho was definitely worth it!

  14. #14
    Quote Originally Posted by Felipe View Post
    All you have to do is to move the ready files from the root folder to there, even after the new downloads started, that they will be recognized as complete and the missing ones will start
    Thanks Felipe:

    It turns out that your suggestion was the correct one.

    Two downloads since I posted this, and keeping the browser link active did not work.

    To reiterate and clarify, deleting any partially downloaded and duplicate files, and moving all files into the folder labeled "96 kHz" seems to be the only thing that keeps the downloader from starting at the beginning, upon resuming your download.

    Again, it will only resume from the last complete downloaded file, but better that than starting over completely.

    Again, thanks to Felipe and all here.

  15. #15
    Twice I've been dissatisfied with downloads from HDTRacks, and, both times, the IMMEDIATELY gave full credit toward another download.
    I don't think I can ask for better customer support that that.
    All my downloads have proceeded without a hitch, just my experience.
    I have thousands of LPs, hundreds of CDs, and dozens of 24 bit downloads. I mostly listen to the downloads...

  16. #16
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    Quote Originally Posted by Downrange View Post
    Twice I've been dissatisfied with downloads from HDTRacks, and, both times, the IMMEDIATELY gave full credit toward another download.
    I don't think I can ask for better customer support that that.
    All my downloads have proceeded without a hitch, just my experience.
    I have downloaded over 200 24-bit albums from HDTracks, and on a couple of occasions where I felt strongly enough about the lack of quality of a particular download, I too have expressed my concerns to them. However, I have never been offered any credits whatsoever.

    On a few other occasions, I have reported issues with bad / inaccurate metadata on downloaded tracks. Again, neither credits nor corrected files were ever issued.

    The more I type here, the more I wonder why I've given them so much business!!!

    Trevor

  17. #17
    We're beta testing a new HDtracks Downloader that JRiver developed:

    New HDtracks Downloader -- Available Here (and a 15% off coupon)
    JRiver Media Center / jriver.com

  18. #18
    I have had a problem recently and have been very pleased with the customer service. The track I purchased had clicking noises in them - and this was not player-dependent as I could reproduce the problem on different computers. They offered me a refund or a purchase of the same amount.

  19. #19

    Wow!

    Quote Originally Posted by jriver View Post
    We're beta testing a new HDtracks Downloader that JRiver developed:

    New HDtracks Downloader -- Available Here (and a 15% off coupon)
    THANK YOU Team JRiver!