FanPost

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


As you may have seen complained about in the Kings/Spurs game thread, the NBA League Pass Broadband feed was incorrectly showing the Cavs/Rockets the other night. This wasn't fixed the entire game. Since this isn't the first time this has happened and because the service costs a hefty $100 for the entire season (and this is just for the privilege of watching seven teams), I thought a partial refund was in order.

So. I submitted a ticket to fix the problem and requested a partial refund. Not unreasonable right? I would have been happy with a $5 credit for one of those foam finger things. It's about the principle. Charge $100 for something it should work. How hard could it be to fix a feed at some point over the course of two and a half hours?

Here are the e-mails they send me. Bear in mind that at no point did I ever use any threatening or inappropriate language.

E-mail #1:

Dear Customer,

While we do understand your frustration with this and apologize for any inconvenience that this may have caused you. Unfortunately they are no partial credits being offered. The games are correct in the archive section. Again we do apologize about the delay and the technical issues that occurred the other night. If you need any further assistance please let us know.

Well, actually I do require further assistance, and I write back that I don't feel this is a satisfactory resolution. It's not the first time it's happened, etc. etc. I also point out that pirated feeds are always available (and they work!) but that I wanted to do the right thing and support the NBA.

Email #2:

Dear Customer,

While we do understand your frustration with this and apologize for any inconvenience that this may have caused you. Unfortunately they are no partial credits being offered. The games are correct in the archive section. Again we do apologize about the delay and the technical issues that occurred the other night. If you need any further assistance please let us know.

Where have I heard this before? Oh yeah. It's the exact same e-mail. I still need further assistance and let them know that I still want a partial refund.

E-mail #3:

 

Dear Customer,
Your concerns will be documented and will be handled internally.

I write back, yes, I do agree that it should be handled internally, but I still want a refund. I also ask why they have such terrible customer service and point out, again, that if you are going to charge $100 for a service it had better work and that the right thing to do to rectify the situation is to grant a partial refund or credit.

E-mail #4:

Dear Customer,

 

As you have already been informed that a partial refund will not be available, all responses ignoring this statement can be potentially intepreted as online harassment, and your account could be flagged for vandalism.  If you have any issues not related to a partial refund request, you are free to reply to state them.  Otherwise, your concerns have been addressed, and no further interaction is required at this point.

ONLINE HARASSMENT!! FLAGGED FOR VANDALISM! You gotta be kidding me. Let me repeat: at no point did I threaten anyone (what was I going to do from behind a computer screen) or use any inappropriate language.

NBA League Pass, at the risk of having my account flagged for vandalism (ZOMG):

You suck.

UPDATE:

Understandably still not feeling like this has been resolved properly, I sent the following (I thought extremely polite e-mail):

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.

(This is a FanPost from a member of the Sactown Royalty community. The views expressed come from the member, and not Sactown Royalty staff.)

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