Gotta love that customer service
February 19th, 2007Here’s an email I sent to Major League Baseball about their MLB.TV service:
I’m thinking about purchasing an MLB.TV package, but I’m skeptical about the quality. Does the purchase come with a money-back guarantee for a certain period of time? Meaning, if I try it out for a few days and am not happy with the quality, can I get a refund?
Pretty straightforward, no? I just got this response:
Dear Tim,
Thank you for sending your email.
I apologize for the difficulty experienced. Please call our Customer Support department at 1-866-800-1275 so we can improve your experience.
If you are calling internationally, please call (925)798-8100.
Thank you for taking the time to write!
Say what? How does that answer the question I asked?
So I send another email:
OK, let me try this again. I’m not having any difficulty, because I haven’t purchased anything yet. Please read my original email again and provide an appropriate response. Thank you.
I’m now awaiting a response.
If I may add to the gripe, what’s the deal with constantly referring customer’s to the site’s FAQ. When I say in my initial email that the FAQ didn’t answer my question, but get referred there anyway, it’s frustrating. When I keep getting referred to it over and over, it’s maddening.
If you call the number, do you get a live person or a recording? If they are live, I’d rather deal with them that way then an e-mail anyway.
(the following is sarcasm, not intended for anything other than humor)
Tim, your problem is that you expect direct answers to direct questions. Have you forgotten that we live in the United States of Political Correctness, where everyone has their own spin, and only after a set period of time, during which we are lied to, does the truth come out.
(the preceding was sarcasm, an attempt to illustrate absurdity-the response to Tim’s email-by being absurd)
Beware blackouts with MLB.tv. A friend of mine used the service last year and had several games blacked out.
Technically you’re not a customer until they have your dough. Then maybe they’ll care.
This is why baseball is becoming a third or fourth tier sport in this country. They take the fans (their customers) for granted.
Call the number and tell us how many #s you have to press to get a live person or if that’s even possible.
They hadn’t responded to two more emails from me, so I picked up the phone. Had to press one number, wait for about a minute, then got my answer from a live person.
Phone customer service was fine. Online customer service stinks.
Depending on your cable/satellite provider, I have dishnetwork, the MLB extra innings package is usually free the first two weeks of the season. I suggest you try it out during those two weeks and see if you like it.