MLB.TV subscription blunders Apr26 '07

# (1 of 5): Paul Bernicchi

1 week after the fact. (Thu 03 May 2007, 9:15 PM CST)

I came across your blog post and thought I would share my email to "the MLB machine" with you... same circumstances - I sent multiple emails and left multiple voice mails (once being told by the automated attendant to call back at a later time!) to no avail. However, my refund is still in limbo, having received notice that the request was denied...hope your refund goes through!

(I am in the process of disputing the charge, so no net loss, but the "we hope you have enjoyed your 5-day trial" messages I get every day just set me off...

---------- Forwarded message ---------- From: Paul Bernicchi Date: May 3, 2007 10:03 PM Subject: Re: Cancellation To: customerservice@webmail.mlb.com Cc: CS-Rightguard@website.mlb.com

I want to make sure I am crystal-clear on this. I want my subscription canceled.

The product you offer is garbage, without the ability to enjoy televised or archived games on a Mac without some jury-rigged configuration changes. I ordered this service on 4/8/07 and canceled by email on 4/12/07. I received no confirmation or reply but continued to receive the very message I have attached below. The only thing worse than the product is the lack of customer service or basic courtesies extended to customers. What kind of business are you running, ignoring emails and phone messages?

To answer the first assumption in this below message: no, I did not enjoy the trial, which is why I canceled. Not only did I leave 4 messages for your MLB.TV customer service (apparently, no one was available to take my call; the first time I called the message instructed me to hang up and try again later!), the one time I reached a human being, she said that there was no record of my emails. She did request the credit, though, since I had done so within 14 days of the billing to my credit card. However, I promptly received an email stating that my request was denied, in accordance with the Terms and Conditions, about as nebulous an explanation as one can receive.

To make matters worse, I get these "taunt" emails (below) on a daily basis and I can only assume that I will be billed again. I am demanding the following, in accordance with your Terms and Conditions:

1.) that I be granted a refund in the amount of $19.95 for the following reasons: a.) I canceled the subscription via email to CS-rightguard and customerservice accounts @ MLB.TV; b.) Even this was not honored, I requested refund of above charge within 14 days of the billing cycle;

2.) that MLB.TV immediately CEASE AND DESIST from sending me emails such as the "spam" below and presenting future charges for services NOT rendered against my credit card, even though I have canceled the subscription in good faith, as listed above.

I am formally advising you that any future charges will be disputed with my bank, which may include punitive remedies for the reasons stated above.

# (2 of 5): Matthom

1 week after the fact. (Fri 04 May 2007, 7:56 AM CST)

Thanks Paul. It's important to shine the light on this type of behavior, and I imagine we're not the first two to get "duped" into this.

I did receive the refund email confirmation, stating that I should get my refund in 5-7 days, but it's been about 8-10 days already, and I still haven't received the refund. Just checked my credit card account now.

I, too, am worried I will get charged again next month.

Like you, I also keep receiving the "Your MLB.TV subscription" emails every day. It's absurd. What kind of system has this many holes?

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# (3 of 5): Matthom

2 weeks, 4 days after the fact. (Tue 15 May 2007, 3:14 PM CST)

I still haven't received a refund, and it's been over a month since they claimed I would. I am in the process of disputing the charges with Capital One.

And, oh - it looks as if my MLB.TV access has been re-granted, even though I asked to get rid of it! I can now log into Mosaic, where before it denied me.

So it appears they just re-activated my membership without my consent. I am expecting them to re-active charging me as well.

What a nightmare. I wonder how much money I will lose when this is all said and done.

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# (4 of 5): Matt Crawford

2 months after the fact. (Fri 29 Jun 2007, 12:39 PM CST)

"Luckily Major League Baseball is a reliable organization in good-standing, and if that refund goes through, I am lucky to get out of this with hardly any trouble."

I've had the same problems with ordering stuff through their website (hard to reach, capricious refund policies, damaged items), and have heard a lot of other complaints about their subscription plans. So I would not say that MLB is reliable or in good standing. Their customer service is among the worst I have ever seen, and I try to avoid doing anything with their website again.

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# (5 of 5): Matt Crawford

2 months after the fact. (Fri 29 Jun 2007, 12:41 PM CST)

Oh, and thanks for the state drop-down! I didn't know about the optgroup element but it's exactly what we need in another place in our app.

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