Monday, September 28, 2009

Rhapsody just doesn't work.

I'll give Amazon MP3 downloads an A+, Rhapsody a F.

Here's the logs from my tech support chat at rhapsody. A couple funny parts in there.
Hello. Welcome to Real's Live Chat. How can I help you? [07:03:16 PM]
Derek Karnes: Hey James. I just purchased two albums and can't download them [07:03:34 PM]
Derek Karnes: I went for the zip option, which gave me a tomcat error, then gave me "unable to reach web server" error [07:03:59 PM]
Derek Karnes: so now I'm trying to use the rhapsody download manager and i keep getting [07:04:11 PM]
Derek Karnes: "Your track cannot be downloaded..blah blah [07:04:34 PM]
Derek Karnes: any chance you can just give me a link to the zip file? [07:04:52 PM]
James: Hi Derek, This is James in Technical Support. [07:05:07 PM]
James: I apologize for the inconvenience caused to you. [07:05:10 PM]
Derek Karnes: I'm on satellite internet so my latency is always high.. probably messing up the download manager [07:05:09 PM]
James: Sure, I will do my best to assist you with this. [07:05:11 PM]
James: Please give me a couple of minutes while I check your account. [07:05:12 PM]
James: I do see that you are the credit card holder of the account and you have an 'Rhapsody Free ' membership under this e-mail address 'xxx@gmail.com'. [07:07:02 PM]
Derek Karnes: yes... [07:07:17 PM]
James: Am I correct in understanding that you are having problem to download your Rhapsody purchased tracks? [07:08:31 PM]
Derek Karnes: yes... [07:08:44 PM]
James: Thank you for the confirmation. [07:09:59 PM]
James: s1 [07:10:00 PM]
James: Sure, I can help you with this. [07:10:01 PM]
James: May I know the version of operating system with service pack using in your computer? [07:10:22 PM]
James: Choose My Computer on the desktop of your screen --> Right Click --> Select Properties --> Check for version.
[07:10:23 PM]
James: Is it Windows Vista or Windows XP or Windows 2000 Professional or Windows 98 etc?
[07:11:18 PM]
Derek Karnes: that's really none of your business, i just want my music that I purcahsed [07:11:18 PM]
Derek Karnes: XP [07:11:28 PM]
Derek Karnes: SP 3 [07:11:35 PM]
Derek Karnes: professional version 2002 [07:11:44 PM]
James: Let me know the security software or Firewall Installed on your computer. [07:11:59 PM]
Derek Karnes: no firewall [07:12:11 PM]
Derek Karnes: avg free viraus scan software [07:12:23 PM]
James: May I know the type of Internet connection you using in your computer? [07:12:34 PM]
James: Is it broadband connection or dial up or wireless or any other? [07:12:36 PM]
Derek Karnes: i already said i was using satellite internet [07:12:48 PM]
Derek Karnes: with extremely high latency [07:12:58 PM]
Derek Karnes: so if rhapsody uses some sort of peer-to-peer connection, it's not going to work [07:13:23 PM]
Derek Karnes: that's why i asked for a link to a zip file or some way to actually download the music [07:13:44 PM]
James: Please let me know the web browser name and version which you are using to download Rhapsody purchases. (Internet Explore or Mozilla Firefox) [07:14:10 PM]
Derek Karnes: mozilla firefox [07:14:24 PM]
James: Please try to download your purchases using IE browser. [07:14:52 PM]
Derek Karnes: seriously? [07:15:01 PM]
James: Open the below link with Internet Explorer and try to download them:

http://mp3.rhapsody.com/mydownloads.html [07:15:09 PM]
James: Yes, Please. [07:15:12 PM]
James: I hope that will fix the issue. [07:15:17 PM]
Derek Karnes: how could that possibly fix the issue? [07:15:33 PM]
James: I am sorry to say that we do not tested information to access Firefox latest version to download Rhaposody tracks. [07:16:20 PM]
James: You can use Internet Explorer or Google Chrome browser to download tracks to your computer. [07:16:36 PM]
Derek Karnes: umm ok.. I'm signing in via IE now [07:16:45 PM]
James: Sure, I'll wait for your reply. [07:17:04 PM]
Derek Karnes: but I'm pretty sire that it's just going to kick off the rhapsody download manager , that doesn't work [07:17:06 PM]
Derek Karnes: sign is is "contacting server..." [07:17:39 PM]
Derek Karnes: still. [07:18:10 PM]
Derek Karnes: I clicked the sign in button again, and it is still sitting on "Contacting Server..." [07:19:34 PM]
James: Do you receive any error message? [07:19:44 PM]
Derek Karnes: no, it's just sitting there [07:20:33 PM]
Derek Karnes: going to try and log in from main screen instead of from your link [07:20:48 PM]
Derek Karnes: ok, im signed in, now trying your link [07:21:41 PM]
James: Sure, I'll wait for your reply. [07:21:54 PM]
Derek Karnes: clicked All, then Download Selected Tracks [07:22:02 PM]
Derek Karnes: it launched the mp3 download manager, just like firefox did... [07:22:28 PM]
Derek Karnes: all my tracks are Waiting... [07:22:38 PM]
Derek Karnes: and now they're each going to the same error message [07:22:56 PM]
Derek Karnes: Your track can not be downloaded. Go to My Downloads to try again. [07:23:08 PM]
Derek Karnes: imagine that :) [07:23:16 PM]
James: Sorry for the inconvenience caused to you. [07:23:47 PM]
James: Do you have Google Chrome browser in your computer? [07:24:01 PM]
Derek Karnes: no [07:25:09 PM]
James: Not a problem. [07:25:26 PM]
James: I hope resetting IE browser settings will fix this issue. [07:25:28 PM]
James: Performing the steps in the below article may disconnect our chat session and I regret for that. If the issue persists, please feel free to contact us again and we will be glad to assist you further. [07:25:33 PM]
James: http://reclisten.custhelp.com/cgi-bin/reclisten.cfg/php/enduser/std_adp.php?p_faqid=4373 [07:25:34 PM]
James: Are you able to access above link? [07:25:42 PM]
Derek Karnes: James, you and I both know that resetting the IE browser settings isn't going o fix anything [07:25:50 PM]
James: Are you already done with the resetting IE browser settings? [07:26:47 PM]
Derek Karnes: the browser isn't even being used for the download, the rhapsody manager is [07:26:41 PM]
Derek Karnes: let's say I am.. what would be the next step? [07:27:04 PM]
James: Once if the Rhapsody Download Manager start download then it will continue. [07:27:12 PM]
Derek Karnes: the download manager always gives me an error. that's what I've been telling you. [07:27:36 PM]
Derek Karnes: its starts. [07:27:41 PM]
Derek Karnes: i see my songs [07:27:44 PM]
Derek Karnes: they get an error downloadig. [07:27:47 PM]
James: Then,We need to uninstall Rhapsody Download Manager and reinstall it after performing disc clean up. [07:28:11 PM]
James: Click on "Start " at left bottom of your computer and select "Control Panel" . Open "Add or Remove Programs" and remove "Rhapsody Download Manager" from the list. [07:28:19 PM]
James: Please click on Start > All Programs > Accessories >System tools > Disk Clean up. [07:28:23 PM]
Derek Karnes: Can you please just give me a zip likn to my songs? [07:28:26 PM]
Derek Karnes: *link [07:28:33 PM]
James: Then try to download Rhapsody Download Manager or you can download as zip format. [07:28:48 PM]
Derek Karnes: I really don't want to spend the next half hour defragging my freaking hard drive to download a zip file [07:28:50 PM]
Derek Karnes: how to get to the zip format? [07:28:59 PM]
James: You can uninstall Rhapsody Download Manager in your computer and then you can try downloading your purchased songs in Zip format. [07:29:29 PM]
Derek Karnes: do i uninstall it from the control panel? [07:29:55 PM]
Derek Karnes: yes, uninstalling now. [07:31:15 PM]
Derek Karnes: it's going to kill our chat. [07:31:24 PM]
James: Yes, From 'Add or Remove Programs'. [07:31:26 PM]
James: If still the issue persists feel free to contact back. [07:31:30 PM]
Communication with the end-user has been lost. Please wait while attempts are made to restore the connection. [07:33:31 PM]
James: Are we still connected? [07:34:19 PM]
Communication with the end-user has been lost and they have been disconnected. [07:35:33 PM]
'Derek Karnes' disconnected ('Participant Left'). [07:35:33 PM]
James was killing me. Of course it didn't work, still, so then I get this gem:
Hello. Welcome to Real's Live Chat. How can I help you? [07:38:43 PM]
Derek Karnes: hi natalie [07:38:55 PM]
Derek Karnes: I just tried to get my music downloaded for more than 30 minutes with another support person [07:39:23 PM]
Derek Karnes: i get this error trying to download the zip file: [07:39:46 PM]
Derek Karnes: HTTP Status 403 - Exceeding Download Limit. ------------------------------
-------------------------------------------------- type Status report message Exceeding Download Limit. description Access to the specified resource (Exceeding Download Limit.) has been forbidden. -------------------------------------------------------------------------------- [07:39:47 PM]
Derek Karnes: and the rhapsody manager doesn't work at all [07:39:57 PM]
Natalie: I'm sorry to hear that you are unable to download music. [07:40:13 PM]
Derek Karnes: is there any way you can refund my money/cancel my order [07:40:14 PM]
Natalie: Sure. I can help you with the information. [07:40:22 PM]
Natalie: Please give me couple of minutes while I access your membership details. [07:40:24 PM]
Derek Karnes: I've wasted my entire night here and I'm not at all happy about it [07:40:30 PM]
Derek Karnes: I'm the primary account holder and I have a temporary membership [07:40:48 PM]
Derek Karnes: I'm using windows XP SP 3 professional 2002 edition [07:41:04 PM]
Derek Karnes: i have no firewall [07:41:09 PM]
Natalie: I do see that you are the credit card holder of the account and you have purchased tracks under this e-mail address: xxx@gmail.com [07:41:13 PM]
Derek Karnes: I'm using AVG free anti-virus [07:41:16 PM]
Natalie: I see your track status as purchased, you can very well redownload them. [07:41:34 PM]
Natalie: Sure, I can help you with that. [07:41:38 PM]
Natalie: May I know the version of Windows (98, ME, XP, 2000, Vista) that you are using? [07:41:42 PM]
Derek Karnes: well, except that the download link doesn't work [07:41:50 PM]
Derek Karnes: i already told you that information [07:41:59 PM]
Derek Karnes: Derek Karnes: I'm using windows XP SP 3 professional 2002 edition [07:42:05 PM]
Natalie: I apologize for the inconvenience caused. [07:42:22 PM]
Natalie: May I know the version of your Internet Explorer installed in your computer? [07:42:25 PM]
Derek Karnes: can i just get a refund? [07:42:24 PM]
Natalie: No, there are no refunds given in the Rhapsody MP3 Store. [07:42:37 PM]
Derek Karnes: version 8.0.6001.18702 [07:42:52 PM]
Derek Karnes: well, there sure will be a credit card dispute filed against the rhapsody MP3 store :) [07:43:14 PM]
Derek Karnes: if I don't get my purchase in short order [07:43:23 PM]
Natalie: Do you have any alternate web browser like firefox? [07:44:23 PM]
Derek Karnes: yeah, i started out with that I'm getting an error from YOUR WEB SERVER [07:44:48 PM]
Derek Karnes: when i click the download link [07:44:54 PM]
Natalie: Please let me know the internet connection type which you are using. (Dial UP , DSL , Cable or Wi - Fi) [07:45:07 PM]
Derek Karnes: satellite [07:45:18 PM]
Natalie: Thanks for providing the information. [07:45:24 PM]
Natalie: In order to resolve this issue, I suggest you to perform the steps given in the article I will be giving you now. [07:45:43 PM]
Natalie: http://reclisten.custhelp.com/cgi-bin/reclisten.cfg/php/enduser/std_adp.php?p_faqid=4373 [07:45:50 PM]
Natalie: Performing the steps in the above article may disconnect our chat session and I regret for that. If the issue persists, please feel free to contact us again and we will be glad to assist you further. [07:45:58 PM]
Derek Karnes: i already did that [07:46:21 PM]
Derek Karnes: when i was in chat with the other guy for a half hour [07:46:30 PM]
Derek Karnes: there's NOTHING wrong with my computer, my internet connection or anything on my end [07:46:58 PM]
Derek Karnes: its YOUR SERVER [07:47:04 PM]
Derek Karnes: this link does NOT work. From anywhere in the world http://direct.rhapsody.com/download/data/getMultifileDownloadItems.zip?downloadGroupId=9519820&downloadId=xxx [07:47:24 PM]
Derek Karnes: on any machine [07:47:26 PM]
Natalie: I apologize that I am not able to answer this. I would like to transfer this conversation to someone better able to assist you. I move this chat session into an email. You can expect a response from one of our Tier 2 Agents within 24 hours. [07:48:13 PM]
Derek Karnes: thanks. I look forward to never doing business with you again. I'm sorry you have to work there. [07:49:05 PM]
Natalie: You can expect a response from one of our Tier 2 Agents within 24 hours. [07:50:11 PM]
Natalie: Is there anything else that I can help you with today?
[07:50:19 PM]
Derek Karnes: good night [07:50:29 PM]
'Derek Karnes' disconnected ('Concluded by End-user'). [07:50:30 PM]
In their defense, the tier 2 support did contact me within 24 hours and did promise to credit my account, saying that their service doesn't work with satellite users.

Amazon.com's download was really nice.. their download manager give you an option to try it on a free song, and everything worked great.

BTW,if you have the chance to get satellite internet... don't. I'd seriously rather have dial-up, or spend all the money that it costs (it's expensive) on a blackberry and download the app that lets you use it as a modem over their wireless internet.

Tuesday, September 22, 2009

DirecTV are crooks

September 21, 2009

Ellen Filipiak
DirecTV
PO BOX 6550
Greenwood Village, CO 80155-6550

Dear Madam:

I am writing you for assistance waiving the fee for closing my DirecTV account.

In late April of this year, I contacted DirecTV customer service for clarification on published on the change of contract. I was told that if I did not accept the new terms of the agreement, DirecTV would cancel my contract, and that I was be subject to DirecTV’s early cancellation fee of $15.00. Several times I asked and confirmed that this was DirecTV canceling my policy, and that I was subject to only the $15 fee, not that I was requesting cancellation and subject to the early cancellation fee. I informed DirecTV at that time that I did not accept the terms and that I would accept the $15 fee. I returned the receiver/leased equipment promptly.

In May I received a bill for $210. I contacted customer service who informed me that the bill was an error on DirecTV's part. The service agent informed me that they had taken steps to correct the error and that I could ignore the bill.

In June I received I received another bill for $210. I contacted customer service who informed me that the bill was an error on DirecTV's part. The service agent informed me that they had taken steps to correct the error and that I could ignore the bill.

In July I was contacted by the collections department for $210. They said they could see nothing in the system that the bill had ever been corrected, and that the money was still owed. They referred me to another department within DirecTV, where I spoke with another gentleman who said he was capable of taking care of the problem. He eventually told me to ignore the bill and that the problem had been taken care of.

In August I received a bill for $210. I contacted customer service who said they could see no record of me ever contacting customer service, nor of it going to collections, but that they would escalate the problem and I should hear something within 3 days. The next day my credit card was billed for $210. I contacted my credit card to dispute the billing. No one from DirecTV ever contacted me about the escalation as the service representative said they would.

On Friday I received a bill for $210. I contacted customer service, who said they were unable to help me, and that my only recourse was to write the Office the President of DirecTV. Unable to believe this, they said my other option was to re-sign with DirecTV. However, I already have a satellite TV service and am not in need of another.

I'm writing you to ask for your assistance in closing this issue. I understand that you are a very large company with many layers of bureaucracy and I am unable to fight through them. Should you decline to assist in this matter, please let me know as soon as possible so that I may contact the arbitration service.

Sincerely,

blah blah.


No really, you're dicks.