#582: Erasure

GETTING MORE TALE #582: Erasure

Fixing CDs is a delicate business. You need a steady hand, the right tools, and patience. A buffing wheel with the right textured attachment works, and you also need an abrasive to gradually smooth out the scratched plastic of a disc. We used to use a special wax but found that regular hand soap and water worked better.  That’s all the abrasive you need.

In short: Yes! You can fix some scratched CDs. There are two factors that might make a CD impossible to fix, however: deep scratches, and top scratches. A deep scratch that you can feel with your fingernail probably won’t be fixed. It’s just too deep. A top scratch happens on the top layer of the CD and goes into the aluminum, destroying the data encoded in it.  Pinholes weren’t usually a problem.

The best way to fix a surface scratched CD

I spent a lot of time talking to the guys we contracted out to fix our CDs. We used one Toronto-based company for a few years, until one of our guys cracked the secret of fixing discs. Once he had a method, he went into business fixing discs himself. This gentleman (now actually a Sausagefest attendee himself) shared a lot of interesting info about fixing discs.

One thing I learned was that if you had a bunch of scratches close to the outer edge of the disc, and you went too deep trying to buff them out, you could lose the ability to play the last songs on the CD. The information would still be on the disc in the aluminum layer, but your laser can’t read it due to the excessive buffing of the plastic. The plastic layer would be no longer perfectly flat, and your laser won’t read through it.  When playing, it sounds like the music fades into static and then disappears. The end effect is that it sounds like the last few tracks have been erased. This happened rarely, but it could and did happen.

Customers could come to us to have their CDs fixed. We charged them a fee and their CD would be back in a week or two. One of my regulars named “Kitchener Rangers Al” had one of his discs fixed. Unfortunately it was buffed too deeply on the edge and he couldn’t play the last tracks. It didn’t skip anymore, but you couldn’t play it to the end either.

I remember when Al came in with his CD after it was buffed. He was helped by the supervisor that I refer to as the “Bully”. Other people used other words that are not as nice, but she could be very difficult to deal with. That went for staff and customers both. Unfortunately Al was treated like a liar when he came back with his CD.

“Bully” heard his story: He brought the CD in to be fixed, it no longer skips, but it also now won’t play to the end. He said “I think the last songs were erased.  That’s what it sounds like.”

The “Bully” dismissed Al’s complaint. “It’s impossible to erase a CD,” she said. I heard all this and kept my mouth shut. I learned from experience that correcting her, especially in front of other people, was as dumb as kicking one’s own ass. I didn’t feel like dying that day. She sent Al home with his useless CD that he paid to fix, that we failed to fix. She didn’t even listen to it to test it. She just insisted, mockingly, that he was wrong and sent him away. Quite frankly, she treated the customer like he was either an idiot or a liar trying to scam us, and he didn’t deserve that. I thought to myself, “If she caught me talking to a customer that way, she’d really let me have it.”

I chose to stay out of it, because I learned from the past. This “Bully” was a vindictive bully and it would have been a no-win situation with her again. I didn’t want to spend another three weeks of her abuse, as was par for the course when she exploded on me.  Roughly three weeks.  I just minded my own business, even though I absolutely knew 110% that she was wrong.

Al wasn’t stupid, and he came back when “Bully” wasn’t in. Al had dealt with her before. He told me the story directly, and I explained to him how the end of a CD can come to be “erased” due to buffing. I refunded him the fixing fee, and he was happy. He said he’d come in and buy another copy if we saw one. Customer retained.

I’ve been criticized by other former employees for not speaking up. That’s fair and all I can say to them is, if you walked in my shoes all those years, let’s see how willing you’d be to jump into the lion’s den. I don’t know what it was about us, but she had an evil place in her soul reserved just for me. Other people had felt her sting before, but nobody I have asked ever experienced the brutal treatment I got. She’d explode on me periodically, year after year after year, right to the end, when I removed myself from the circle permanently.

No thanks to “Bully”, Al got his refund and kept coming back. He had been there since Day One, and I hope he still shops there today. As for me, nobody knows the role I played in keeping that customer. At least they didn’t until now! You can, technically “erase” the songs at the end of a CD, or at least make them unreadable. Not exactly the same as erasing, but the end result is a wrecked disc no matter how you look at it.

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15 comments

  1. Customer service that is so lacking today! Also, didn’t know any of this so real interesting. All those CDs I received awhile back, a lot of them are scratched up and still play though some haven’t played and damn does it make a loud screech on the speakers when it hits a scratch and gets stuck.

    Liked by 1 person

    1. Great question. She drove away some good people, myself included. I think it’s a matter of:
      1) she bullied only certain people
      2) she was smart enough not to get caught
      That’s probably why many people don’t believe me.

      Liked by 1 person

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