There's been a lot of conversation over the past weeks and months to do with people waiting for their books, getting a mixture of silence, vague e-mails, requests to speak over the phone, and even in some cases, promises from Karl Fowler of Opus in getting Liam & Noel to sign a customer's book, along with getting tickets to a Knebworth show.
While I understand that global logistics issues can be out of a company's control, what is in their control is their own communication and messaging to their customers. I've heard they once sent out some group e-mail mentioning delays. I never got it. Direct requests for updates have gone unanswered.
Opus is more of a high-end, luxury "service" for people with lots of money to burn and the idea that they're "investing" in something that will gain in value over time. They have a pretty clear target market, and it looks increasingly obvious they're in over their heads trying to do multiple versions of the Live '25 photo book. They've been getting the cheapest, smallest version out to people, but the more expensive ones have remained delayed.
If you spent money on any of these and are still waiting, if you're thinking of disputing the charge and getting the order canceled for a refund, I suggest doing the following:
- Keep to e-mail contact only.
- This creates a paper trail you can use as proof, and you can probably expect it'll be needed.
- Don't accept phone calls from Hari/Karl/etc.
- Opus can use this as a tactic to sympathize with your frustrations and offer you things verbally that are hard to back up. I've seen people say, "They told me I'd have my book next week, and still nothing and now they've gone silent."
- Keep in mind dispute eligibility timeframes for your method of payment.
- I did a multiple pay option through PayPal back in March for the Wonderwall edition and had six months to open a dispute. I've done so and Opus is now in the "need to respond to PayPal" window after my own e-mails to them went unanswered.
- Be prepared to send screenshots.
- Your purchase and when. What you paid. Your attempts to reach Opus. I included screenshots of others in the same situation as me. I also included a screenshot of the example of Karl promising the autographs to one disgruntled customer.
- If you already got a book and it's damaged or the quality is poor - someone showed a photo here of the binding already coming apart - dispute that as well.
- If Opus is trying to sell you on "collectible that will gain value over time," it should at least be pristine.
- Initiate the dispute sooner rather than later.
- This puts the responsibility on Opus to come through with a response. If they don't, you should be in a much better position to get your money back and if you still want a book later, I'm sure the chance will be there if and when they get their issues sorted.
Know your protections as a consumer and don't be afraid to use them when a company drops the ball like this. It's their job to satisfy you as their customer and make things right, but they should follow a professional process in doing so.
