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]James was killing me. Of course it didn't work, still, so then I get this gem:
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/ [07:25:34 PM]enduser/std_adp.php?p_faqid= 4373
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]
Hello. Welcome to Real's Live Chat. How can I help you? [07:38:43 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.
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/ [07:45:50 PM]enduser/std_adp.php?p_faqid= 4373
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/ [07:47:24 PM]getMultifileDownloadItems.zip? downloadGroupId=9519820& downloadId=xxx
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]
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.
