Complaint Review: EMusic

Hey:

I recently signed up for a "free" trial that cost me ten bucks. After messing around with their so called "customer" support for a few days, I wrote to an address I found online (ezeidenberg@emusic.com) that is no longer valid. Less than a day later, my issue was resolved with this letter:

Hello:

Your issue was forwarded to me as I am now in charge of eMusic Customer Support. I am sorry to hear of the issues you've had in resolving your issue.

It appears that you may have selected the wrong offer when registering your account. It's possible that there was some confusing wording on the site or that you accidentally enrolled in a different offer than the offer you intended. I have sent your registration information on to our Product Development group so they can see what opportunities there are for improvement.

I have refunded you in full for this issue. Please accept my deepest apologies for everything you have encountered. I will be personally investigating all of the things that went wrong here in the hope that other customers do not have to encounter what you went through.

Please do not hesitate to contact me if you require further assistance.

Regards,

Martin Hammond
eMusic Customer Support Director
mhammond@emusic.com

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While it should not have taken this long to resolve this really easy issue, I am happy that the company at least resolved it. Finally.

Clyde B
Belmar, New Jersey
U.S.A.