VoxPop: The Users Speak
Customer Service Woes|
By Net4TV Voice Readers
(July 16, 2000)
Oh... yes! The "We DON'T Care" phenomenon. I think all of us
[subscribers] can relate to this story. I certainly have had my share
of horrific stories to tell also.
BUT! Here's what I've done, and I STRONGLY suggest that each subscriber
that has experienced any problems should do. CONTACT THE FTC (Federal
Trade Commission, <www.ftc.gov>).
I did and related all of my problems with this newest "upgrade". I
received a response stating "...that the FTC stores information and
complaints about a company; and when it starts to receive a significant
amount of complaints, it [FTC] starts an investigation..."
I URGE all of you to contact the and report your problems with WebTV!
Then let's see what the "We DON'T Care" team reacts to a formal
MarshaThis redicoulous I paid $95 dollars for new line $199 for a new P-M
Webtv Plus, I will be paying double my phone line yet, we don't care
decided to send me to the dumb help center message board and you will
NOT be getting answer from We Care, really do you or don't you?
Net 4 voice put this on the dumb webtv we don't care list. Only after
reading one of your letters did i find out the my classic was working
fine and that their upgrade knocked out my call waiting, I called 1 800
Go Webtv was told it was my phone line that was at fault Bullshit, so I
did the above for nothing.
Message From: email@example.com
(The Automatic Reply for wecare)
Date: Wed, Jul 12, 2000, 8:50am
(EDT-3) To: firstname.lastname@example.org
Subject: your mail to <wecare>
Thank you for writing to the Help Center!
In an effort to better help our customers, some changes have been made
to this account. You will NOT receive answers to your questions from
denmac1Retrograde????? What retrograde????? I have been on the phone with
those ever nasty customer techs, and let me tell you what "I" was told
last night (7/06/00). When I questioned the rep about wanting to do the
retrograde... are you ready for this?!? I was told the retrograde was
ONLY for the "old" Classics! That's NOT what was said by WTV last June
19th. They did not designate which users would be able to get this;
rather, they indicated we all could get the retro if we wanted it. And
boy! Do we want it! The 1st rep that I spoke with was sooo nasty. I
asked to speak to a supervisor, and she "refused" by saying, "I will
NOT(!) get my supervisor. Deal with me or get off the line!" Can you
imagine????? If any of we subscribers were not on time with a payment,
they'd stop the service. (Did I say service???) This is not any fun
anymore... to the point that I'd like to toss the box and keyboard at a
cement wall! When I asked for a credit, I got nowhere either with the
billing rep. How can these people(?), (sub-humans) get away with
treating us like this?
I'd like to get the FCC involved on this one. Does anyone have any
ideas? I am going to contact the FCC and see what options we
Now it's time to take another tranquilizer!
P.S.: I am a "Plus" user. I cannot use the TV with this new upgrade.
Most of those features do not work properly, i.e., I put in my cable
info along with my zip code and set everything up. Should I wish to use
the feature to bring up movies to select from that category.... I get
ALL the cable and satellite listings. This around to approximately 200+
listings for a 4 hour period! Also, I have to manually dial-in for
daily updates. My system quit doing that last weekend. Today I was
watching TV through the TV option, and the whole system shut off. When
I turned it back on, the time on the system was a "minus" 6 hours. So
at 4:00 PM, it was telling me it was 11:00 AM, giving listing for the
latter. After calling in, I was told to "set the system on a PBS chanel
for about *5* hours....." NOTE: If it happens to any of you.... just
disconnect the system for 30 minutes, and when it comes back on, tell it
you moved. These so-called techs couldn't tell me that: I tried it on
my own hunch.
MarshaI also have webtv and have not been able to enjoy it in over 5 weeks.
Currently am sending things over to our computer to store and will more then
likely disconnect the webtv by the end of the month. I've also tried to write
(e-mail) webtv and of coarse they don't care enough about their user to have
a workable e-mail for complaints ETC.
~Jean~For anyone seriously interested in complaining to the proper source
about the service you're paying for and NOT GETTING from WNI, I am
providing the following info...
you can write to:
Consumer Response Center
Federal Trade Commission
600 Pennsylvania Ave, N.W.
Washington, D.C. 20580
check out http://www.ftc.gov/ftc/who.htm
also check under their Products and Services list at
the listing titled "Now Consumers Can Tell It To The FTC-Toll Free
The list is in alphebetical order, so it's easy to find. Click on the
word "text" for that listing, and you will find a complete set of
instructions for filing a complaint by toll free phone number or by
filling in the e-mail complaint form they supply. Not all the questions
on the form will apply to your complaint....remember, it is a general
form...but at the very bottom is a space where you can give details of
your complaint. They explain that they cannot act on individual
complaints, but when they receive multiple complaints that fall into a
pattern, they act on it. Remember the Boston Tea Party? There's
strength in numbers!
BTW...you'll find lots of other interesting, useful info also at their
Name WithheldDoes WEBTV ever even see all the comments from subscribers ????
I can't believe how bad the customer noservice really is.
A while back my phone are code was changed and I'll admit the phone
company did not handle it very well but WEBTV's handling of the problem
was as bad as it gets....after being told that it was a phone company
problem and the phone company telling me they didn't do anything I
figured out what had to be done to fix the problem.
It took three calls to get someone who had any idea how to implement my
fix...which was only to remove the area code from the calling numbers.
And I agree that there is never anything wrong with WEBTV....it is
always on the customer end.
And what really bothers me is the realization that this sort of problem
is not unique to WEBTV....it is common in the business world today.
James MclelandI just got a new suggestion from a WebTV customer service rep when I
called for the third time regarding an E-mail problem where E-mails
refused to forward. I have the older classic with the 2 ram memory and
after going through and fielding the usual gauntlet of it's the phone
lines lame excuses (It's not) and has nothing to do with E-mail, he
bluntly said, "You just don't have enough memory in that old unit, go
and buy the newer plus model" and then he hung up the problem of E-mail
forwarding still not resolved, and instead given a fast hustle to try
and buy a more expensive system. What a bunch of tripe!
Rich "Wrestler Hawk" Bodner
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