The story continues (hopefully to be concluded this week):
Om Customer Service wasn't talking, so this morning, I decided to try the email addresses for "Om Hip Hop" (Alvaro) and "Om Sales & Distribution" (Jonathan). I sent the following (edited a bit):
"Jonathan &/or Alvaro,
I'm having a rough time getting any timely responses from your Customer Service department, so I'm forwarding this issue on to you two in the hope that I can get a quicker resolution. Please take a moment to review my issue.
Basically, I want this whole thing to be over. Even though I'm not one to blow my top or get abnormally irate about all this, I am getting a little irritated because all I'm looking to do is exchange one LP album for a new one and inquire about a poster that wasn't included. That's not very much, and if this was some huge retailer, this issue would've been taken care of a long time ago.
Can one of you guys help to get the ball rolling, so I don't have to contact you anymore? You don't appear to have a standard return policy listed on your site (maybe I'm being stupid and it's right in front of my face), so I don't know if I need to take any action first. Please let me know.
The heavy silence on your end is leading me to believe that you don't care about the customers. I'm also posting these emails on the People Under The Stairs message board, and the people on that board are starting to feel the way I do.
Later tonight, I got an email chain response. "Jonathan" forwarded the following to "Garwin" (apparently the Om Apparel & Creative Brand Marketing Information rep...?!?):
"On Feb 6, 2010, at 7:54 PM, Jonathan McDonald wrote:
People are pissed about this see below
Sent from my iPhone"
And Garwin was kind enough to say:
I'll make sure we fix this situation. Can you give me a number to give you a call at on Monday? Thanks!
.... d*mn. I'll let you know about that phone call.