Claudia
Seattle,#2UPDATE Employee
Thu, April 10, 2008
The problem referenced below (Canadian customers unable to reach RealNetworks' Customer Support through published toll-free numbers) was an unintentional result of a technical problem. The problem occurred recently when Real's customer support operation migrated to a new telephone system in a phased approach with the final stage completed March 26th. We first became aware of the problem on or about April 1st by customers reporting the issue on our community forums. We posted a response asking for customers to provide the toll-free number that they dialed and the number they were dialing from so that we could isolate and correct the problem. We also informed customers that they could private message (PM) support through the forums to receive immediate help. We received our first response containing the information today (April 8th) and were able to immediately track and correct the problem. Simply put, it was a programming error on the phone system that we were able to immediately correct to allow area codes from Canadian Provinces. We are hopeful that this will resolve all accessibility issues for our valued Canadian customers. We apologize for any inconvenience that this may have caused. If any Canadian customer tried to call to cancel their account during this period (March 26 - April 8) and were unable to reach customer support resulting in a charge for subscription service(s) during this time, please send me an email to [email protected] along with the email address that you used on your account, the type of subscription you wished to cancel, the date you attempted to call and number you called from. I will refund any subscription fees charged during this time, upon verification. If anyone from Canada reading this post continues to have a problem, please send me an email at [email protected] with the email address you used to sign up for your account, a brief description of how we can assist you, the telephone number that you tried to call from, the toll-free number that you called and the best way to reach you. I'll personally make sure that you receive the requested support and the additional information will help us uncover any other problems that we may not have yet been resolved. Sincerely, Claudia Lowman General Manager, Consumer Customer Support [email protected] 206-892-6221