EMusic.com (aka EMusic) My account vanished after paying them, lack of response and typical canned email responses! Internet Internet
I signed up for eMusic.com on 9/14/07 and decided to give them a try for a month since they seem to be a rather large and well-known legal mp3 sales service.
A few days after paying for my account and signing up, all of a sudden my account 'disappeared' mysteriously from their system. I couldn't log in with the login and password I had chosen and I also tried the password retrieval system (just in case my password had gotten changed somehow?) and their database said my email address (that I have full proof of signing up on) did not exist! My account *totally* vanished after it was bought and paid for!
I went through the proper channels and contacted their support team via their website (I can't find any phone or other contact information, as i'd rather talk to them by phone). I got a very "canned" response after a few days (from a guy named Carlos) saying:
"Thank you for contacting eMusic Customer Support.
We were unable to find an active account listed with any of the information you have provided.
So that we may review your account, please reply to this email with the following information:
1. The email address you use to log in to your eMusic account
2. The last 8 digits of the credit card associated with your eMusic account
3. Your billing address
4. Your full name"
I gave them all of my information pertaining to the account and told them I want my account fixed so I can log in as I had *paid* for the account and therefore I should be able to use it!!! And asked them why their system did not show me as a member.
I then got a response from Carlos on 9/28/07 that they "Refunded" my Debit Card for $9.99. Um, ok that's not exactly what I WANTED, especially since I just switched BANKS and will never get to see that money (The card was closed as I recently in the last week switched banks and would not be able to take a return on that particular card, nor did I want them to CLOSE the account, I wanted it fixed!).
I emailed "Carlos" back and asked him WHY they closed it / refunded me the money with no further explination. All I got back was the VERY SAME CANNED RESPONSE he sent the first time asking for the last 8 digits of my credit card #, etc.. even though ALL of that information was included in the replies in the email chain (I replied and the entire email conversation was included). This Carlos is obviously an inept sock puppet employee (possibly the only one at emusic.com?) and unable to give a very simple answer as to what the heck was going on with my account! Obviously this is some lame one-man operation out to RIP OFF EVERYONE!
STAY FAR AWAY from this unprofessional place!
Cheri
Milwaukee, Wisconsin
U.S.A.
1 Updates & Rebuttals
Cheri
Milwaukee,Wisconsin,
U.S.A.
Still avoiding the issue with their canned responses
#2Author of original report
Thu, October 04, 2007
I can't believe this company's tactic in totally ignoring every single response as if it doesn't matter what I email them with! Now I got the response back:
---------------------
Hello:
Thank you for contacting eMusic Customer Support.
Our records show that your issue has already been resolved. If we can be of any further assistance, please let us know.
Regards,
Carlos-eMusic Customer Support
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Once again and email from this inept little rep named "Carlos". Is he the only employee at this dumpy website? Sure would seem like it. He refuses to actually *read* any of my emails or answer any of my questions and just gives me a canned response. I had, again, asked for a manager's phone number, since no physical phone number can be found on their website. I guess next step would be suing them, since the obviously can't figure out how to READ.