Re: Cancelling your music account

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Hi Zach,

Defending poor customer service on Micorsoft's part, or anyone's part is a
loosing battle for you. Your comments could not be interpreted in any other
way.

When a person has a have a problem with a product or service somone is
providing, and anything other than fixing that problem is discussed, you come
across as "wasting that individuals time, and defending the problem itself",
not providing a fix to the problem.

Now Zach, to the outsider reading any of what you've written, how do you
think your comments come across?

As a cutomer, I never appreciate those types in customer support that defend
the problem......they are problem extenders, not probelem fixers. When
someone has a legitimate customer servive issue, and someone defends the
problem, it really builds further distaste.

I have to admit, that once I "finally" got to the support person at the
preveiously noted telephone number I had listed, and made it clear that I did
not want to have my existing credit card account switched to the new "Zume"
product, the person was then quick at helping me cancel my account. That was
good!

Robert

"zachd [ms]" wrote:


"Robert" <Robert@xxxxxxxxxxxxxxxxxxxxxxxxx> wrote in message
news:579C61CB-D549-4C31-8536-8527142DB0E1@xxxxxxxxxxxxxxxx
I wanted to make sure my credit card was no longer on file with a site that
no longer exists.

It was a subbranch of MSN, which you'll notice is actually still around...

Microsoft obviously is making it difficult for customers to close out
their
accounts, for the obvious reasons. They don't want to loose acces to
people's credit cards.

I think you're blinded by ire here - MSN actually does still exist so they
weren't randomly going to nuke everybody's account. You had no ongoing
charges. It's much like how (random record site I go to) has my credit card
info because I do transactions there about once a year.

This is obviously an attmept of Microsoft to unwillingly transfer peoples
credit card info to the new Zume account.....................without
individuals being told about this beforehand.

You're misleading people, right? MSNMusic and Zune are not directly
related. MSNMusic accounts wouldn't roll over into Zune accounts.

Why did you feel your card would be transferred to Zune? That requires a
dedicated XBox Marketplace account, which is not tied to/directly related to
MSN. Plus it requires a Zune device. "Transferring" your account is
nonsensical.

I feel pretty strongly that you're accidentally relating two unrelated
things here.

After all, a "good" business practice is one that notifies the customer of
what their options will be, (key word here) BEFORE an event takes place
like
closing out the site with nothing mentioned about customer's existing
accounts and what action they'll need to take to protect their credit card
info.

MSN is still around, though. I get your point, but I think you're trying to
hold MSN to a higher standard than I'm aware any other company lives by.
MSNMusic was/is an MSN property. So my music and mail charges were being
done by the same peoples. Now that music is gone, I just have the mail
charges left.

The idea that if you don't have a 100% active account with MSN that they
should cancel your information is kind of strange. MSN is a big overall
brand, and I don't think anybody subanalyzed far enough down to think that
Person X isn't going to/able to use Subservice 4 of 60, so let's kill all
their accounts.

Is that too hard to do? Only if you have a poor customer support staff
operating things.

I understand where you're coming from, but I think you're mostly just being
understandably reactionary here. If "MSNMusic" was who you had an account
with, not MSN, I think you might have a loosely valid point - or if MSN was
killed - but the MSN service lives on, and I think that's where you have
level of slight confusion. They killed the charges against your card, which
is the proper business thing to do. You wanting to completely sever the
relationship seems slightly abnormal, but is something that you can
certainly do if you want/need to. If that wasn't easy enough -- and I know
deleting accounts some times at some vendors makes me never want to use that
vendor again -- then nasty-gram-ize them. I can't imagine that your
problems with deleting your account are new to the MSNMusic cancellation,
though - it would seem that such deletion problem was preexisting, and that
you further simply just don't like MSN. I have no problem with that - I too
want to be able to quickly cancel or delete my account with whatever vendor
I use.


Anyways. As far as I can tell:
* You don't like the fact that MSNMusic was cancelled. I don't know if they
sent out mail to everyone about that or if your spam filter blocked any such
mail. I can check if you really want me to. My understanding is that
everyone with an ongoing account (monthly charges, as for Premium Radio) DID
get notification of this.
* You don't like the MSN "account deletion" process.

But point A there brings up the question: *did* you have an ongoing
subscription, or were you buying ala carte?

-Zach
--
Speaking for myself only.
See http://zachd.com/pss/pss.html for some helpful WMP info.
This posting is provided "AS IS" with no warranties, and confers no rights.



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