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Warners issue update with regards to “Heroes” sound issue in Bowie box

Following fan criticism about sound issues during the title track of David Bowie‘s “Heroes” album, within the A New Career In A New Town box set (detailed here), Warner Music has now issued detailed instructions as to how people go about claiming replacement vinyl or CDs…

The record label have issued the following statement:


We can now confirm that the “Heroes” audio has been updated via all digital download and streaming partners. CD and LP discs (in a plain sleeve) will be ready to ship week commencing 11th December.

Those who have bought the ANCIANT box set and would like an updated disc of “Heroes” should send an email to heroes@wmgcustomerservice.com. Your email should contain the following info:

• NAME
• SHIPPING ADDRESS (and any delivery instructions)
• EMAIL ADDRESS
• PHONE NUMBER (required by some delivery providers)
• FORMAT PURCHASED (CD or LP)
• PROOF OF PURCHASE (email attachment / photo / scan / screen grab / etc.)

Please ensure that you limit the content of your email to these details only so that the Warner Music Customer Services team can process your order as quickly and efficiently as possible.


If fans are wondering about what they will get if they order the box set now, that hasn’t really been addressed, but the assumption is that you would get the old version and would need to claim a replacement disc. I will update again if I hear differently.

A New Career In A New Town is out now. It’s currently available as part of Amazon Germany’s 3-for-2 on physical music.

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David Bowie

A new career in a new town - 13LP vinyl box

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David Bowie

A new career in a new town - 11CD box

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DAVID BOWIE / A NEW CAREER IN A NEW TOWN (1977-1982)

13LP Box Set:

84 Page hardback book

Low (remastered) (1LP)
“Heroes” 
(remastered) (1LP)
“Heroes” E.P. 
(remastered) (12” Single)*
Stage 
(remastered) (2LP Yellow Vinyl) *
Stage (2017) 
(remastered)  (3LP)
Lodger 
(remastered) (1LP)
Lodger 
(Tony Visconti 2017 Mix) (1LP)*
Scary Monsters (And Super Creeps)
 (1LP)
Re:Call 3 
(non-album singles, single versions and b-sides) (remastered) (2LP)*

* Exclusive to ‘A New Career In A New Town (1977-1982)’

11 CD Box Set:

128 Page hardback book

Low (remastered) (1CD)
“Heroes” 
(remastered) (1CD)
“Heroes” E.P. 
(remastered) (CD EP)*
Stage 
(remastered) (2CD)*
Stage (2017) 
(remastered) (2CD)
Lodger 
(remastered) (1CD)
Lodger 
(Tony Visconti 2017 Mix) (1CD)*
Scary Monsters (And Super Creeps) 
(1CD)

Re:Call 3 (non-album singles, single versions and b-sides) (remastered) (1CD)*

* Exclusive to ‘A New Career In A New Town (1977-1982)’


Detailed CD & Vinyl Tracklistings (showing Vinyl side breaks)

A NEW CAREER IN A NEW TOWN (1977-1982)

LOW

Released on RCA PL 12030 (U.K.) / CPL1-2030 (U.S.) on 14thJanuary, 1977.

Side 1
1. Speed Of Life
2. Breaking Glass
3. What In The World
4. Sound And Vision
5. Always Crashing In The Same Car
6. Be My Wife
7. A New Career In A New Town

Side 2
1. Warszawa
2. Art Decade
3. Weeping Wall
4. Subterraneans

“HEROES”

Released on RCA PL 12522 (U.K.) / AFL1-2522 (U.S.) on 14th October, 1977.

Side 1
1. Beauty And The Beast
2. Joe The Lion
3. “Heroes”
4. Sons Of The Silent Age
5. Blackout

Side 2
1. V-2 Schneider
2. Sense Of Doubt
3. Moss Garden
4. Neuköln
5. The Secret Life Of Arabia

“HEROES” E.P.
Side 1
1. “Heroes”/”Helden” (German album version)
2. “Helden” (German single version)

Side 2
1. “Heroes”/”Héros” (French album version)
2. “Héros” (French single version)

STAGE (Original)

Released on RCA PL 02913 (U.K.) / CPL2-2913 (U.S.) on 8thSeptember, 1978.

Side 1
1. Hang On To Yourself
2. Ziggy Stardust
3. Five Years
4. Soul Love
5. Star

Side 2
1. Station To Station
2. Fame
3. TVC 15

Side 3
1. Warszawa
2. Speed Of Life
3. Art Decade
4. Sense Of Doubt
5. Breaking Glass

Side 4
1. “Heroes”
2. What In The World
3. Blackout
4. Beauty And The Beast

STAGE (2017)
Side 1
1. Warszawa
2. “Heroes”
3. What In The World

Side 2
1. Be My Wife
2. The Jean Genie *
3. Blackout
4. Sense Of Doubt

Side 3
1. Speed Of Life
2. Breaking Glass
3. Beauty And The Beast
4. Fame

Side 4
1. Five Years
2. Soul Love
3. Star
4. Hang On To Yourself
5. Ziggy Stardust
6. Suffragette City *

Side 5
1. Art Decade
2. Alabama Song
3. Station To Station

Side 6
1. Stay
2. TVC 15

* Previously unreleased

LODGER

Released on RCA PL 13254 (U.K.) / APL1-3254 (U.S.) on 18th May, 1979.

LODGER (2017 Tony Visconti mix)
Side 1
1. Fantastic Voyage
2. African Night Flight
3. Move On
4. Yassassin (Turkish for: Long Live)
5. Red Sails

Side 2
1. D.J.
2. Look Back In Anger
3. Boys Keep Swinging
4. Repetition
5. Red Money

SCARY MONSTERS (AND SUPER CREEPS)

Released on RCA BOWLP 2 (PL 13647) (U.K.) / AQL1-3647 (U.S.) on 12th September, 1980.

Side 1
1. It’s No Game (Part 1)
2. Up The Hill Backwards
3. Scary Monsters (And Super Creeps)
4. Ashes To Ashes
5. Fashion

Side 2
1. Teenage Wildlife
2. Scream Like A Baby
3. Kingdom Come
4. Because You’re Young
5. It’s No Game (Part 2)

RE:CALL 3
Side 1
1. “Heroes” (single version)
2. Beauty And The Beast (extended version)
3. Breaking Glass (Australian single version)
4. Yassassin (single version)
5. D.J. (single version)

Side 2
1. Alabama Song
2. Space Oddity (1979 version)
3. Ashes To Ashes (single version)
4. Fashion (single version)
5. Scary Monsters (And Super Creeps) (single version)

Side 3
1. Crystal Japan
2. Under Pressure (single version) – Queen and David Bowie
3. Cat People (Putting Out Fire) (soundtrack album version)
4. Peace On Earth/Little Drummer Boy * – David Bowie and Bing Crosby
* mono

Side 4
Bertolt Brecht’s Baal
1. Baal’s Hymn
2. Remembering Marie A.
3. Ballad Of The Adventurers
4. The Drowned Girl
5. The Dirty Song

The running order for Re:Call 3 CD differs from the vinyl version

1. “Heroes” (single version)
2. Beauty And The Beast (extended version)
3. Breaking Glass (Australian single version)
4. Yassassin (single version)
5. D.J. (single version)
6. Alabama Song
7. Space Oddity (1979 version)
8. Ashes To Ashes (single version)
9. Fashion (single version)
10.Scary Monsters (And Super Creeps) (single version)
11.Crystal Japan
12.Under Pressure (single version) – Queen and David Bowie

Bertolt Brecht’s Baal
13.Baal’s Hymn
14.Remembering Marie A.
15.Ballad Of The Adventurers
16.The Drowned Girl
17.The Dirty Song
18.Cat People (Putting Out Fire) (soundtrack album version)

19.Peace On Earth/Little Drummer Boy * – David Bowie and Bing Crosby
* mono

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183 Comments

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Ryk

I just purchased ANCIANT and emailed to get the replacement vinyl. After a couple of days they responded with “The offer for replacement discs of “Heroes” from the David Bowie box set “A New Career In A New Town (1977-1982)” has now come to an end. We apologise for the inconvenience, and understand it must be disappointing. However, the version of the album with the updated “Heroes” is available from all streaming and download services, as well as on individual CD and LP via all good physical outlets.”

So, if I do want the replacement, I now have to track down a copy and pay for it. Also, suggesting download is not an option, as I purchased vinyl and would like a vinyl replacement.

Ryan

What is the exact track and time code if the audio drop? I just got my box set and I’d like to check it.

James

On 12 January I received an email telling me my replacements had been dispatched and would arrive within 20 business days. I am pleased to say that they finally arrived yesterday, 22 March, a full 70 days since they were dispatched. I live in Canada but for some reason the address on the package listed my country as ‘USA’. The package was shipped from the UK and ended up in Virginia for reasons I am sure nobody will know. Thankfully it eventually made its way to me. The box was badly damaged with a huge hole in the side. I have not played the contents (2 LPs, 2 CDs) but they look okay. Fingers-crossed.

Tom Kristensen

Got my replacement copy of the “Heroes” LP today. Sounds great! Big thanks to superduperdeluxeedition and the nice people at Warner Music Customer Services. Cheers!

Paul

Received my replacement “Heroes”. Track volume issue seems fixed!

PC

I got my replacement CD. I don’t think I would have known about it were it not for this site. Thanks, Paul.

Fitzysbuna

got my replacement in the mail today! thanks for giving the information Paul otherwise I would have never known about it !

GaryB

Requested my replacement CD and vinyl early January. Email came back Jan 18th that request was received. Lastest update received on replacement was Feb 8th. Still waiting for more replacements to send out. As of Feb 28th nothing.
Patience.

Gary B

Received replacements.
In fact I got two copies of the CD.

Jozek

My replacement came today

Simon

Got my replacement disc this morning. It came in a plain paper sleeve I was hoping for a coloured sleeve with info on. Still all sorted now

M. T. BARNES

Is anyone else still awaiting a replacement CD ?. As I’d heard nothing, I messaged them again to be advised they are awaiting more stock due to high demand.

Sami

Im still waiting here aswell for CD + LP replacements.
I immediately contacted them when the replacement-program was announced, and week ago I got this email:
“Unfortunately, due to high demand, we are waiting for more copies of the replacements to be produced.
As soon as we receive these your copy will be dispatched to you.”

And today came this one:
“Please accept our apologies in the delay in dispatch of the replacement.
We are not expecting to receive the replacements until mid to late February unfortunately.”

Sami

Paul, do you know anything more of this replacement-thing?
Do you have any connections whatsoever?
Today, I got email that basically said this when I asked if they could provide me email notice when the replacements are being dispatched:
“Unfornately, you will not receive an email. Could you please contact us in mid February so that we can give you more information on this.”
Im disappointed how they have dealt with the matter. Pretty poor handled by them.
I don’t understand as I asked for the replacements immediately I saw it mentioned here on the SuperDeluxeEdition-pages on december 8th.
If you need, I can provide and send you all the replies I’ve received from them.

Monkey RobbL

I received my replacement “Heroes” disc today. Listening right now to figure out if I can tell the difference.

Here’s the Discogs record for the replacement disc, so I’m not the only one: https://www.discogs.com/David-Bowie-Heroes/release/11441708

Monkey RobbL

Update: Yes, you can tell both visibly (I was using Fission to open both files) and audibly that the volume problem (boost at 2:42, cut at 2:50) is fixed on the replacement CD.

Martin Kyprianides

I wonder why some of us haven’t received our replacements yet, despite sending off for them a while ago, yet other have and fairly quickly in some cases.

Paul: is it possible you can find out what is going on here?

David Harold

Got my Heroes LP yesterday. Plain card sleeve with just the disk in an inner sleeve. Sent my DPD signed for. I bought the CDs in the recent Amazon offer too so just sending off for a replacement disk for that too – can confirm that as of last week the sets shipping were still the duff ones.

Nico

Got my replacement LP in the mail today. i live in France. i sent the first email on december 8, a second one on jan 4.
did not have a chance to listen to it yet.

David Ryan

Ordered my “Heroes” replacement CD on the 8th January. Arrived one week later. Happy days. Thanks Paul for keeping us in the loop.

Martin Kyprianides

That was quick David Ryan! I sent my email and receipts on 13 December and still nothing in terms of product, although I did get an email with a case reference. I’ve chased it again tonight. Seems like a long time I am waiting for my CDs and vinyl. I need 2 CDs as one set I bought (at the same time I got mine) was a Christmas present for someone.

CS

Just checked with Warner as they have raised an order for the replacement but no disc yet (vinyl). I got an instant reply from Warner saying that due to the high demand they are waiting for more discs and will send out as soon as they get them.

Sami

How would say Paul I should do with this matter?
Do you know more about this, if there’s many people that haven’t received replacements yet?
Thanks for the blog and providing deals, but also helping around.

Sami

I did sent enquiry back 2 days ago to both messages that I got.
No replies yet, I will inform here if get anything.

Sami

Just got this reply, hopefully it will mean that I will get both cd and lp as requested:

“Hello Sami

Apologies for the delay in coming back to you on this.

Thank you for providing us with your proof of purchase receipt, we have now raised the replacement for you”.

Sami

I sent my information, details and the fact that I want both cd+lp, addresses and scans of the AmazonUK-receipts to the given email-address when this was mentioned here.
Anyways, then on january 4 I received 2 messages (same messages with differing case-numbers) from them:
“We are currently working through all requests so may not be able to respond to you immediately.
Once your replacement has been processed, we will provide you with an order confirmation email so that you know that your copy is being arranged for you.”

Since then I haven’t heard anything, so yesterday I sent enquiry on the approximate time for the delivery.
Should I just wait here or contact them again?
I just hope that I will receive the replacements..

James

On Friday 12 January I received an email telling me that my replacements have been dispatched and should take 20 business days. I am in Canada so I will let you know when they arrive. I am expecting two vinyl and two CD replacements as I bought both sets for myself and both sets for a friend.

Rob

Three days after requesting it, my replacement Heroes vinyl arrived today. Just in the inner sleeve understandably.

Christo

I just received an email telling me that my replacement vinyl heroes disc has been dispatched and I should receive in the next 2 to 3 weeks.

Arr Gee

“If fans are wondering about what they will get if they order the box set now, that hasn’t really been addressed, but the assumption is that you would get the old version and would need to claim a replacement disc.”

I got the old version yesterday so am requesting replacement.

Rob

Warners seem to have sorted out their processes. I only requested my replacement vinyl last night, immediately received an auto reply with case number to acknowledge my request and the following morning had another email confirming it was being processed along with an order number.

The second email had an apology for the delay in coming back to me, suggesting it was a template they used as they couldn’t have been quicker!

All seems good :)

Arr Gee

Ignore my post on the other thread!

Dean Taylor

My cd turned up today and my vinyl is now on its way . I hope with this problem solved we can all start to appreciate this set for what it is which is bloody fantastic . And let’s not forget Amazon who took quite a hit on all of this .

Andrew F.

Just to let you know I received my replacement CD and vinyl in today’s post. I’m in the U.K.

Hopefully the rest of you will start to see your packages arrive too.

Richard Simons

Why no “Rebel Rebel” on “Stage 2017” ? The next re-issue ?

Ray Culkin

I sent initial email on 8 December and resent it on 4 January. I received an acknowledgment and case number within the hour. Both vinyl and CD replacements arrived today.
Great site Paul. Keep up the good work.

Julian Hancock

I haven’t had anything.

Martin Kyprianides

I sent my email on 13 December. I am waiting on 2 CDs (1 was a gift), and 1 vinyl. Got an email and case number on 4 January but nothing since. What’s going on? Shouldn’t take this long should it?

Kevin Grange

Replacement LP received today …

Steve W

I received notification of my email yesterday. Happy to wait now I know it’s on the way. :)

Steve W

I meant ‘confirmation’ of course, not ‘notification’.

Kenneth Tilley

yippee my replacement cd arrived this morning, friday 5th jan.

Chris Lawson

Got my replacement LP today. Haven’t had a chance to listen yet. Fingers crossed…

Chris Lawson

Sounds fine, no drop out anymore.

Tom Kristensen

Received my case number and apology regarding the LP yesterday. Remember, the John Lennon “Rock `n` Roll” replacement LP took nearly six months before I got it.

Mario

After having sent Warner’s three emails in the last three weeks I’m glad to advise that today I received three replies from them. So I assume that a copy will eventually arrive……….

Murray Robbins

Got my case number too! Thanks again to you Paul!
Happy New Year!

CS

PS I’m in the UK

CS

Just got a reply from Warner with case number and apology for the delay, so just waiting for the replacement. Yipee

Matt

Just received an email confirmation with a “case number”. Good to know that they’re working on it.

MART BARNES

Additional email sent today (original on 08.12.17) – as I’m still awaiting replacement disc & no contact received. Within minutes, a response was given – apologising for delay, assigning a case number. I was also advised that a confirmation email will be sent once my replacement has been processed. PROGRESS!

Carlo Lo Cascio

Hi, could you please confirm the email address to request the replacement?
Many thanks
Cheers
Carlo

Simon

Sent my request again yesterday and have now eventually had a reply today tellling me they would now take action. Pretty poor service I think.

Kevin Grange

I have just re-sent my email giving all details and proof of purchase and within a minute I received a reply to say an order has been raised for a replacement vinyl LP and an order number has been given and should I have any further issues to email them again quoting the order number. Hopefully disc will be arriving soon.

Steve

I had an email yesterday with an apology for the delays and the new disc arrived today.

Nico

Great news! Could you please tell me the country you live in? I have the feeling that UK is being taken care of first.

Oliver

I sent my request at 11. Dec, at 22. Dec and today again. Still no reply :-(

Christophe Bornier

Following my message on this thread on the 29/12, I resent my initial email and got a reply today saying that they apologized for the delay and that my replacement cd is being sent today. So things are happening with a little bit of patience. ☺

Kenneth Tilley

Wonders will never cease, i have just got an email from them with exactly the same wording as Frank’s reply. Looks like it’s finally happening ))

Frank

I send my email yesterday (02.01.18 12.34) and get an answer at 02.01.18 14:57:

Hello Frank,

Apologies for the delay in coming back to you on this.
Thank you for providing us with your proof of purchase receipt, we have now raised the replacement for you.
Your order number is …
If you have any further questions at all, please let us know and we will be happy to help.

Kind regards,

Neha
Warner Music Customer Services

I use the above email “heroes@wmgcustomerservice.com”.

Kenneth Tilley

Frank all i can say is your exceptionally lucky to have even got a reply

Kenneth Tilley

I’ve just sent a message to them, doing something is better than nothing. I just read somewhere that the replacement cds started shipping 11th december, i don’t know anyone that’s got one. It’s really winding me up, i recall i emailed to get a replacement King Crimson bluray disc and i got it in 24 hours. Is WMG just taking the Pxxs or can’t they care less, they take the money quick enough.
End of rant ))

Young Dude

Ummmm seems like we’ve been here before. So Chris Lawson you’re suggesting we all get together and complain to WMG about us complaining to Parlophone that there was an issue with ‘Heroes’ that we’re now complaining to WMG about because they haven’t replaced discs on an issue we complained about……err aren’t we going to disppear up our ______ if we go on like this.

Chris Lawson

I’ve sent my details twice and heard nothing back.

Here’s WMG’s contact page. I’ve emailed them maybe everyone else should, too: http://www.wmg.com/culture#contact

Steve

I sent my email on the day paul posted on his blog.
I had no reply and have had no replacement as yet.
Also thought it odd that there’s no word of this on the official Bowie site? Or have I missed it there?