Adventures in NBA Customer Service (or rather the complete lack thereof)

This is ridiculous.

the point that you are not interested in archived games? I would make the point that I paid for live feeds, and once I know the outcome, I am not interested in the archived feed. (Even if not entirely true.) If you want to spend your time and energy to pursue it further, I would suggest you call and ask to speak to the supervisor. If you are as polite as you were in your emails, I think they’ll treat you right.

That you, nbrans, give us the e-mail address for customer “service” (complaints), and that we at StR make a concerted effort to BOMBARD them with e-mails telling them what a bunch of A-holes they are, and that we are going to tell every one we know to stop doing business with them until the obnoxious person corresponding with you is summarily terminated and/or dropped down a mine shaft. (Dang! Run-on sentence.)

I love corporate America.

Be prepared to back it up. If they call your bluff, purchase it again under your wife’s card or something, if you still want it.

A reasonable person would assume that the order that he or she pays for will be fulfilled by the party receiving the funds, no matter if language in the contract states otherwise. I would write an email back that explains you expect them to fulfil their end of the contract or make a concession that is acceptable to you, otherwise you will discontinue service and report their default to the FCC.

Ofcourse if they do nothing you can always do nothing youself.

That allowed me to cancel the last part of last year because I am local and could watch in on local feeds.

My point is that because I didn’t pay it all I was able to stop the payments I had not paid. If you can I would get that option.

I can honestly say that this is the most absurd e-mail I have ever received from a company, particularly from their ostensible customer service department. I am not harassing anyone and have not made any threatening remarks or inappropriate comments. All I have asked is that the NBA League Pass grant me a partial refund or credit, which they should have done in the first place, and is the absolute right thing to do. And for that I get a threatening e-mail in response?

You should know that I shared this chain of e-mails with a large sports message board, and you have successfully alienated a dedicated community of NBA fans. NBA League Pass is an expensive service and if it is going to charge a high fee its customers are going to expect a high level of service. When that service breaks down repeatedly, it is perfectly reasonable to assume that NBA League Pass would make appropriate amends.

I would like to speak with a real customer service representative about this horrible experience, both with the feed and with these rude e-mails. My phone number is XXX-XXX-XXXX and I look forward to hearing from you at your convenience.

Here’s what I got back:

customer has continued to ignore replies addressing his concerns (was told twice partial refunds are not available) and is badgering our agents with veiled threats and defensive posturing (Accusations that our replies are rude, “horrible” and somehow threatening, reported attempts to defame our customer service). Account should be monitored for further disruptive behaviour. Closing ticket.

because this travesty needs to be at the top of the page.

I had considered purchasing the 7 team package despite the high price. This thread has convinced me not to.

I am a NBA League Pass subscriber through DirecTV (and have been for 7 years) and now NBA League Pass broadband full package for their inaugral season of subsriber payment (last year it was included). I have tried certain games and found the links to be errant – the video will be one way, the stats another, no video, etc. It hasn’t bothered me enough as their are often other choices.

It is the handling of this situation that is inappropriate. The culture of the internet has removed the service portion from customer service. Collect the money, thank you is often the extent of the service provided.

I appreciate that you are sharing your poor experience with us fellow NBA fans. I will report in as well through the NBA.com website. I will comment about the improper feed (same date) and ask how this will be corrected to avoid future occurrences. I will leave recompensation out of my comments. I will let you know of their reply. My expectation is that as they apologized for the mishap already and directed you to the archival system (so what) I will receive the same response without any mention of future correction. I will respond with a request for customer service support should this occur in the future with the request for compensation for their inability to provide the product purchased. Again, I will let you know.

I will never sign up for that now. What a bunch of crap. Thanks!

Account should be monitored for further disruptive behaviour.

Are your blinds drawn? Is there a nondescript sedan parked outside within view of your place? Damn …

Maybe NBALeaguePassSucks.com is available. Next thing you know you will be moving up the Google rankings.

When they shipped tech support to India, they must have shipped common decency too.

What a bunch of tools at Turner.

It’s nice to see you back here, nbrans, even if it’s under such crappy circumstances. Your two posts earlier this year on the 2009 Draft remain two of my favorite articles in the history of the site. I’m looking forward to next year’s editions.

I’m watching the pirated feeds this year. I tried to find somebody, anybody, who would take my money so that I could somehow watch a legitimate feed. [It’s over an hour to Arco from my house, and I just don’t have time for that commute. But my zipcode is within the ‘black-out’ range. ]
Here’s one of my messages to Leage Pass customer disservice:

Summary: can’t see game anywhere
Details: I’m blacked out, I assume because the game is being broadcast on Comcast cable. But Comcast cable is not available in my neighborhood, so I have no way to see the game in my home. All 82 Kings games are on Comcast this year, so it will be impossible for me to see any Kings games!

Solution: Thank you for contacting NBA.com League Pass Broadband,
I understand how this could be confusing and I will be happy to assist you today. I explained why you received black outs and that we can not change the blackouts.

Okay then, fine. Don’t take my money.

I was also pissed off about that ridiculous error on their part, but I didn’t even bother emailing them because I have sent numerous emails to them already that have never ever been returned. And yet I still get all their spam. I’m in awe that you actually got back all of those email responses from them.

I just went over to Sactownroyalty and watched the adthe link. It was kinda blurry or pixelated, but it was the CORRECT game!