Mobile ESPN - All hype no substance.

Mobile ESPN - All hype no substance. - Printable Version

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Mobile ESPN - All hype no substance. - Vitamin E - 01-04-2006

Back in December I was totally pumped about the phone. Now on Jan 3rd, it's still being set up.

I've been on the phone with these jokers at least a dozen times. Eventually, I started clogging up their web 'contact us' box with complaints.

Here's the first from Wednesday the 29th.

Quote:The marketing of the phone was the web features, not that I'd know what
they're like - I have yet to be able to use the web feature.

I've grown more and more frustrated every time I call tech support. The
first time I called was on the 22nd or 23rd of December to have a number
ported. I was told it would take 2-3 days to port. I asked the tech if a
more specific time/date were available. 'no'. To avoid a number change
over the holidays I called in on the 26th to get my number ported again
2-3 days. I called on the 28th - The tech asked me to start a new account
to port resetting the delay to a new 2-3 days.

Now I see the price has dropped $100 on the phone since I purchased mine.

Please expidite my port and credit me the difference.

Their response on
Fri, 30 Dec 2005 12:37:14 -0800 (PST)

ESPN Wrote:Dear VitaminE,

We would like to once again apologize for the porting inconvenience you
have gone through today. Your situation is being addressed as we speak and
is being looked upon as an urgent matter.
You will receive a $100 credit to your account after 30 days of
activation; that is our standard policy on credits that involve a price
differential with the handsets. You will receive that credit within 2
billing cycles after the 30 day activation period.
If you have any other questions, please contact Mobile ESPN Customer
Care at (866)306.3776.

Regards,

Mobile ESPN Customer Care Team

Vit E says on
Dec 30, 2005 3:35:57 PM

Vit E Wrote:Please don't try to discount my frustrations with some simple pacifying
email about the inconvenience I've endured today. This is ten days of
frustration. Your credit statement reads like a MENSA word problem. 30
days after activation and 2 billing cycles after 30 days after activation
are used interchangeably. If a customer didn't remit a payment under the
same guidelines, I'm confident you'd discontinue their service until you
received a payment. Further, I will be ready to complain again if I see any
billing for web access for the countless times Iâve seen the âPage
Unavailableâ screen. I would also like to be compensated two months service
for the amount of time the phone hasn't functioned as expected in addition
to the price differential.

Someone somewhere on your network has to be able to see the information
packets from my phone for the web requests. This data would be useful to
see if there is an authorization issue. Or if no packets are being received
then the problem will be isolated to a hardware or configuration issue on
the device. But the only troubleshooting Iâve witnessed is me generating
the same problem Iâve had since the 22nd of December. That problem being
the ability to only browse the âPage Unavailableâ screen.

I was told on the phone that my service would not be inplace until 'early
next week'. What do you recommend if the service is not inplace?

They said on
Saturday, December 31, 2005 12:58 AM

ESPN Wrote:Dear Vitamin E,

We do apologize again for the inconvenience that this issue with the data
services has caused you. We are escalating the situation for you, and we hope to have this completely resolved as soon as possible. In answer to your frustration with the previous e-mail dealing with the credit for the phone, let me clarify this for you: The $100 credit for the difference in purchase price is not credited until 30 days from the activation date due to the 30 day trial period.
This credit will be put onto your account as soon as the 30 days is over.
However, due to billing cycles, it is possible that you will not see the credit
on your bill until the second bill that you receive after this 30 days. We just
like to make you aware of this so that you do not worry that we have forgotten the credit that we are issuing for you. Hopefully this clears up any
misunderstanding from the previous e-mail that we sent you, and we apologize for any confusion that we might have caused due to a lack of clarity in this case.

Secondly, we understand the frustration that this continuing issue has caused
for you as the fan. We would like to go ahead and offer you the one time credit for your first two months of service. As soon as the issue with the port-in is resolved, we will be able to go ahead and issue these credits for you. They will show up as two separate credits, each for the 64.99 monthly recurring charge for your Pro 450 plan.

Once again, we apologize for the problems that this port-in issue has created,
and thank you for being a MobileESPN customer. We look forward to your continued service with us, and hope that you are able to enjoy all the great services MobileESPN has to offer as soon as possible.

Sincerely,

MobileESPN Customer Care Team

Vit E says on
Tuesday, January 3, 2006 9:28 PM (I have no idea where the time is coming from)

VitaminE Wrote:The expectation was set on the phone that this would be resolved in the early part of this week. It is now Tuesday afternoon. Tomorrow being Wednesday (aka middle of the week) I haven't received any updates to the progress of the resolution. I called the help desk to get an update on the status. The information I recieved is the Remedy ticket had been given Ugent Priority on the 30th and there is still no tech assigned to the issue.

Tomorrow is also the 14th day of my trial period and I still have yet to see the selling point features. I am concerned if I don't like the phone once it does work, will I even be able to return it? If this issue is going to require the replacement of my device who will port the contact list I've entered to the new phone?

For the record I have began chronicling this fiasco on numerous fantasy football websites.

Thanks

:rant:

Mobile ESPN - All hype no substance. - Anhil8tor - 01-04-2006

cliff notes version?

Mobile ESPN - All hype no substance. - ntype - 01-04-2006

yer right vitE the last time I had problems with doodz it ended when I menaced them to post the whole correspondance on various websites.

got ton's of goodies

Mobile ESPN - All hype no substance. - Flumper Barflusterbutt - 01-04-2006

ESPN phone guy Wrote:Dear VitaminE,

We have found a temporary fix for your phone port problems and once again would like to apologize for any inconveniences. Please turn on your phone and shove it up your ass. Thanks.

Damn

Mobile ESPN - All hype no substance. - ntype - 01-04-2006

Flumper Barflusterbutt Wrote:Damn

they forgot about the "vibrator mode" put on on.

Mobile ESPN - All hype no substance. - Bill - 01-04-2006

update?

Mobile ESPN - All hype no substance. - Anhil8tor - 01-04-2006

cliff notes?

Mobile ESPN - All hype no substance. - Bill - 01-04-2006

Anhil8tor Wrote:cliff notes?

vitE's phone is f'd up and they are blowing him off. dood simply wants his phone feexed before the trial period is up so he can decide if he wants to keep it.

Mobile ESPN - All hype no substance. - Vitamin E - 01-04-2006

ESPN Wrote:Dear Valued Mobile ESPN Customer,

We certainly apologize for the inconvenience this issue has caused you. The
trouble ticket has been assigned to a help desk representative although we still do not have an update as to what is causing the issues. We have sent an e-mail to their department to try and get a follow up on what is going on and hope to hear from them ASAP. As soon as we hear something on our end we will definitely give you a call. Again, thanks for your continued patience while we deal with this problem.

Regards,

Mobile ESPN Customer Care Team

I don't have a copy of my email response demanding a new phone FedEx'ed here by Thursday.

I'll post their response once recieved.

Mobile ESPN - All hype no substance. - Vitamin E - 01-05-2006

Final update.

My phone is now fully functional and my must say now that it works I'm totally impressed. After sending links to three fantasy football sites with the list of problems to ESPN, I recieved calls from two managers and one vice president. They must really not want any bad press about their mobile ESPN venture.

Here's the list of items they've given up.

Two months of free service
Some free game downloads (so far I've downloaded Madden 2006 - excellent)
$100 for the sale price difference.

If that's not enough the VP asked me if there was a sporting event in Minneapolis I'd like to attend. I am awaiting confirmation.

Mobile ESPN - All hype no substance. - Bill - 01-05-2006

Vitamin E Wrote:Final update.

My phone is now fully functional and my must say now that it works I'm totally impressed. After sending links to three fantasy football sites with the list of problems to ESPN, I recieved calls from two managers and one vice president. They must really not want any bad press about their mobile ESPN venture.

Here's the list of items they've given up.

Two months of free service
a free upgrade from 450 monthly web minutes to 600 for the first year
Some free game downloads (so far I've downloaded Madden 2006 - excellent)
$100 for the sale price difference.

If that's not enough the VP asked me if there was a sporting event in Minneapolis I'd like to attend. I asked for the Vikes-Packers game at the dome. I am awaiting confirmation.

I'm kinda hating you a little right now.

Mobile ESPN - All hype no substance. - Vitamin E - 01-25-2006

The Saga continues...

Well I got the bill. :ct:

I got billed an entire month for the first phone number which never should have been used.

I got billed for an entire second month for the second number which I only had for two weeks. Plus they prorated the minutes from 450 to 87 which I used 150 and they billed me $28.80 (@.45 per minute) 8 of those minutes was an incoming call from them.

In the end a 64.99 per month package is $210.34. Taking in to concideration the first two months are supposed to be free + two bills for the sale price of the phone.

In MOBILEESPN's the did waive one of the two activation fees of $35. How kind!

Here's today's complaint (1000 Character limit)

This is another in a string of complaints to the lack of ethics and professionalism displayed by your company. I recieved my bill and I'm pissed off, yet not suprised. Your company recommended I close one account after my wife opened it a week prior and reopen one in my name for 'Ease of tracking'. Well, it's nice to know you'll shamelessy bill someone for an entire month for eight days of service. This is simply pathetic. If this isn't evidence of limited ethics, the subsequent account was created in the middle of a billing period, as well it too was billed for an entire month, but the minutes were pro-rated to the number of days of the billing cycle, resulting in overage charges. Please review all of my complaints and the laundry list of empty promisses your company has made over the last 30 days. Here's a summary:

2 months free service
$200 reimbursement for sale pricing
Free sporting event tickets

This complaint will be posted on several fantasy football sites.

If you get the urge to buy one of these fukkers, sit down and let that feeling pass.

Mobile ESPN - All hype no substance. - minorthreat - 01-25-2006

I use my phone to call people.

Mobile ESPN - All hype no substance. - snarg - 01-25-2006

minorthreat Wrote:I use my phone to call people.

always on the mark
good work, alphonse

Mobile ESPN - All hype no substance. - Anhil8tor - 01-25-2006

you should add more requests for free shit now....

you list isn't worth the bullshit