The One and Only store.nin.com (Firebrand Live) Download (Fuck-up and) Support Thread

[TheBang]

You (and thousands of fellow fans) haven't received your Nine Inch Nails Store download link yet?

1. Contact Firebrand Live via their Support Request form.
2. E-mail Firebrand Live at support@firebrandlive.zendesk.com (this will essentially do the same thing as #1)
3. For UK Store: support@firebrandlive.com
4. Tweet to Firebrand Live with your order number https://twitter.com/firebrandlive (not recommended)

Seems to be if you ordered NTAE & anything else from http://store.nin.com, your dl link only has NTAE. It's a bug & @firebrandlive knows.

----------------

Here is some file download information to help you ensure your download is not incomplete/corrupt (courtesy @blassster and @xolotl):

Not The Actual Events FLAC-2017.zip (filename used on the "digital+physical" download link)
Not The Actual Events FLAC.zip (filename used on the "1xLP/vinyl" download link)
(US STORE - FLAC only)
md5sum: 553c3e51e803ab4b5763e15d76651439
285,341,133 bytes (273MB)

The Fragile Deviations 1 (3 formats).zip
(US STORE - FLAC/MP3/WAV combo)
md5sum: aad4e285988d5ad42fcfa353ffd45469
9,144,573,835 bytes (8.5gb)

Deviations MP3 (2).zip
(US STORE - MP3 only)
md5sum: 205c06fb96b8f5f8ad0781524e5b25c2
450,219,222 bytes

Deviations FLAC (1).zip
(US STORE - FLAC only)
md5sum: dae5ad531bd4c973995046a08dce8e94
3,439,323,477 bytes

Deviations WAV.zip
(US STORE - WAV only)
md5sum: 73035b483fc9d98708711bac92ffa17a
5,388,809,218 bytes

Broken (2017 DE).zip
(US STORE - FLAC/MP3/WAV combo)
md5sum: 898f5c801f0dcf40ee4363b6ee7b2309
1,934,825,906 bytes (1.9GB)

The Downward Spiral (2017 DE).zip
(US STORE - FLAC/MP3/WAV combo)
md5sum: 36525bd6afba1780d0c74f880902d9b4
4,013,145,801 bytes (3.8GB)

The Fragile (2017 DE).zip
(US STORE - FLAC/MP3/WAV combo)
md5sum: 62c46fc6aedda848be9a8a99bae8b1da
6,640,848,820 bytes (6.2gb)

What's that? You want more checksums?

[xolotl]

It's probably worth mentioning this in here, as well:

Seems to be if you ordered NTAE & anything else from http://store.nin.com, your dl link only has NTAE. It's a bug & @firebrandlive knows.

That's the issue that I've been running into. Interestingly, I'd gotten an initial email just after ordering, a week ago, which led to that "placeholder" download area (which just linked to images), and at that time my order had the two NTAE entries plus a Deviations entry. Ever since yesterday, that download link only shows the two NTAE.

Anyway, sounds like they're at least theoretically working on that, if that's the issue you're having.

[Papagolash]

I emailed them this morning, haven't heard a thing. I literally tweeted them 2 minutes ago. They responded and emailed me the link. They have been on top of it via twitter for me the last 2 days.

[kargath]

I have to say, even though there was a screwup for the automated links... their support via twitter has been stellar.

On top of that, knowing that I had issues with my other links, someone followed up and directly sent me the link to Deviations once available through a separate support message just because they knew I had issues with my other links.

I'd disagree with anyone that says they don't do their best to support the customer. Screwups happen... it's how you handle them afterwards that really show what you're made of.

[xolotl]

their support via twitter has been stellar.

A lot of folks have been having good luck via Twitter, but definitely not all. Myself and others seem to have been missed in the shuffle. I'm sure they've had a hell of a volume to deal with, so it's not really surprising that some folks are falling through the cracks, though it's disappointing regardless. I know there's folks who are still waiting for yesterday's download links, despite repeated attempts at support from both Twitter and their more-official support mechanisms.

[zaps30]

It's probably worth mentioning this in here, as well:


That's the issue that I've been running into. Interestingly, I'd gotten an initial email just after ordering, a week ago, which led to that "placeholder" download area (which just linked to images), and at that time my order had the two NTAE entries plus a Deviations entry. Ever since yesterday, that download link only shows the two NTAE.

Anyway, sounds like they're at least theoretically working on that, if that's the issue you're having.

That's exactly my issue (ordered multiple items with NTAE and only received the download for NTAE).

[Xvostya]

Screwups happen... it's how you handle them afterwards that really show what you're made of.

Sure, sure... but 2 days without *any* answer - is that normal?
Even without delivery receipt confirmation? 2016, really?..

[Al_Hunter]

Imo they've rushed this. Should have been tested

Sent from my SM-G935F using Tapatalk

[tony.parente]

Thanks for making this thread. I made a support ticket last night and tweeted them just now. I don't need NTAE because it's on Apple Music, I just want the deviations that I paid $80 for. Every release I have problems, the only time I haven't had problems was when I bought hesitation marks again from gohastings back when they mispriced them at like $1.33 each. So frustrating.

[xolotl]

Some anecdotal "data" for y'all - I'd been having the issue where the Deviations download link wasn't showing up with the rest of my NTAE order. After folks started saying their download links were showing up last night (about 21:00/22:00 local time, I think), I ended up emailing their customer support address and was assigned a ticket ID. Still having the same issue this morning, I updated the ticket with a nudge at about 9AM and pinged them on Twitter as well. Just now ('round 12:00) I got a response over email from the ticket I'd put in, with a new download link which just includes the Deviations zip, and I've got that downloading now. (So, round-trip to resolution of about 15hr or so.)

My sympathies go out to anyone still stuck with no working links, of course, but it's encouraging that there is someone at the helm doing something over there. Hopefully everyone'll get sorted out sooner rather than later.

[dtuck90]

I thought I was slowly starting to get somewhere and had a download for Ghosts, (still missing The Fragile and Fragile Deviations) but my Ghosts download is just a 380kb corrupt zip file

[Ruined]

Messaged them via all the recommended channels (twitter/e-mail/site ticket), 3 hours ago. I saw that NIN Hotline tweeted the company is aware that those who order NTAE with other items (in my case TF Deviations 1) had missing links. So, hopefully, this gets resolved soon. Now, we wait...

[TheBang]

I have to say, even though there was a screwup for the automated links... their support via twitter has been stellar.

I have to disagree with that. A quick look at their twitter shows only a small fraction of the people tweeting problems to them have gotten a response and resolution. Given the number of people that are complaining about problems on Twitter and on here, they dropped the ball on this bigly, programming mistake or no. Way too many people are affected, and while they've addressed individual issues here or there, they've been slow to resolve the root cause for everyone, as well as not effectively communicating any information about the issue or its status.

[quietime]

So I finally got a reply from customer service. They apologized for the mess up and forgot to give me the link again. I'm guessing this is a cut and paste screw up since the email has a big [INSERT LINK] where the link is supposed to be. SMH.

[Al_Hunter]

Fucking hell, you couldn't make this up.

They've gone silent on me now. I have everything I've ordered [in a round about way] except Deviations, which isn't on my usual torrent sites. This is a nightmare.

So I finally got a reply from customer service. They apologized for the mess up and forgot to give me the link again. I'm guessing this is a cut and paste screw up since the email has a big [INSERT LINK] where the link is supposed to be. SMH.

[gorast]

Nearing six hours since my initial ticket and still no response. Replied to the ticket and tweeted them too, nothing.

This is really frustrating because I only bought NTAE and Deviations, and I'm stuck not being able to access half of what I ordered.

[ltrandazzo]

Replied to my email - they sent me links to Broken and The Fragile - forgot the links to TDS and Deviations.

*facepalm*

[gorast]

Holy shit!! Bitching in this thread did the trick. Just got my download links.

[tony.parente]

Holy shit!! Bitching in this thread did the trick. Just got my download links.

Fuck man, I put my ticket in 12 fucking hours ago and tweeted at them, ironically the second I tweeted them their twitter went dark. Still no link to anything I bought.

edit: just got an email from nin.com. Turns out it was just an advertisement for what I bought a week ago.

FUCK

[gorast]

Hm.

I'm seeing it download and it's only 4.9 GB - I'm suspecting that this will just be the WAV files. I should be getting all three formats, correct?

[ecirb]

Finally got a DL link for Deviations. Is the .zip 4.9 GBs for those that have already received it?

[xolotl]

I'm seeing it download and it's only 4.9 GB - I'm suspecting that this will just be the WAV files. I should be getting all three formats, correct?

If you're talking about the Fragile Deviations, then all known downloads of that have only been the 24/96-encoded WAVs. Nobody's received a zip with either FLACs or mp3s yet.

I suspect this is related to the errors they'd found with the files yesterday, which pushed this release back (and NTAE's up). Possibly they only had time to correct the error on one format in time to get it updated on the server, or something? Who knows. Anyway, for now, yes: all anyone's getting from Deviations is the Wav.

[gorast]

Okay, thank you for the confirmation. Hopefully we won't have to go through this disaster again when (if...?) they send out the other formats.

[blassster]

Common checksums for everything should be added to the first post. My files -seem- to work, and my TF: DE one matched another's on here. This might help others with checking for corruption. To help get the common checksums that everyone has, please post yours for each file, along with its filesize, contents, and store source. Mine:

The Fragile (2017 DE).zip
md5sum: 62c46fc6aedda848be9a8a99bae8b1da
6,640,848,820 bytes (6.2gb)
(US STORE - FLAC/MP3/WAV combo)

The Fragile Deviations 1 Hi Res Download.zip
md5sum: d8650cdc86267b8fcfbe38c6f4834061
5,267,323,956 bytes (4.9gb)
(US STORE - WAV only)

The Fragile Deviations 1 (3 formats).zip
md5sum: aad4e285988d5ad42fcfa353ffd45469
9,144,573,835 bytes (8.5gb)
(US STORE - FLAC/MP3/WAV combo)

Edit: added new TF D1 3 format md5.

[Xvostya]

Common checksums for everything should be added to the first post.

And maybe filesizes too?

[Substance242]

I've made three separate orders on the UK site, NTAE download OK, Deviations and Spiral nothing yet. E-mailed support 10 hours ago, but I'll give them some time. Though I'll have to go to work to download it because I can't afford that with my mobile plan, even though my next working day is January 2nd. :-)

[Ruined]

Just got my new TF Deviations 1 link e-mailed to me. It was about 1 hour after my last tweet to them. So, they are slowly sending them out. Good luck everyone; I hope you get your links sorted soon.

[tony.parente]

Found a public us based phone number on their website for them, called and left a voicemail with all my info. Here's hoping I get somewhere. The number is on the bottom of their website here: http://www.firebrandlive.com/#ecommerce
Phone number: (213) 375-7683

[xolotl]

The Fragile Deviations 1 Hi Res Download.zip
d8650cdc86267b8fcfbe38c6f4834061
5,267,323,956 bytes (4.9gb)
(US STORE - WAV only)

Good idea re: checksums and sizes. I've unfortunately already gotten rid of all my zipfiles except for Deviations, which matches yours exactly (also downloaded from the US store).

Might not be a bad idea to explicitly state that those are md5sums - there's various checksumming algorithms in common use. (You can tell which one by the string length, of course, but md5sum and sha1sum are pretty close lengthwise, so it may not be immediately apparent to the viewer.)

[camebackhaunted]

I'd disagree with anyone that says they don't do their best to support the customer. Screwups happen... it's how you handle them afterwards that really show what you're made of.

I've been waiting 27 hours without a single response since I opened my support ticket . Meanwhile, they're actively responding to people on twitter, sometimes within 7 minutes. I'm not going to contact them on twitter, because I'm not a fucking queue-jumper.

It is pretty shitty to use twitter as an express customer service queue while ignoring their actual helpdesk tickets. How they are handling this screwup is to use a very public platform, twitter, to make it look like they're providing prompt service, while ignoring people who have been waiting in the queue for over a day.

Edit: Wow, they just helped someone on twitter with a zendesk ticket number of 41399, meanwhile, my ticket is over 1000 less than that, and they haven't fucking responded to it.

I'm sure they've had a hell of a volume to deal with, so it's not really surprising that some folks are falling through the cracks

I think that's the entire point of using a ticketing system, so it's a shame they're using twitter as a helpdesk solution.