well i most certainly did not order music from real.com and if i had, it (1) wouldn't have been a meat loaf/cher duet, and (2) wouldn't have been ordered through my gmail account. i would provide running commentary but there is no point, the dysfunction of outsourcing support should be blatantly obvious to everyone, this is just one out of a billion stupid incidents.
i'd like to blame the entire incident on the outsourced support, but real.com has made that unpossible based on the fact that the overseas canned responses are gramatically better than the response from the support person that is (probably?) in this country (note the charming "Dear n/a n/a," at the top and that "Do you recall purchasing a music track." has no question mark). i also really enjoyed their repeated requests that i telephone them to resolve an issue that i didn't cause. of course i'm going to sit in your call queue for this!!! morons.
dear real.com:
you are a failure. open source your codecs and fade out of view as quickly as possible.
love, aard <3
Hi. Someone has signed up for a Real account using my e-mail address (...@gmail.com). It was not me and I'm getting e-mails now that things are being billed to me. Please cancel this account and remove me from any e-mail lists at your site. Thanks.
Question: How do I cancel my Real subscription Real account or subscription and stop the monthly charges to my credit card?
Answer: Please visit the Customer Support Contact page for RealPlayer or SuperPass and Video, then look under the Cancel Subscription heading for a toll-free cancellation number.
Hello,
Thank you for contacting RealNetworks Customer Support.
I understand that you would like to cancel your subscription.
To ensure the security of your account, we do ask that you call us to cancel. Hold times are usually under two minutes, and we make every effort to respond quickly and efficiently to your request.
Please visit http://service.real.com/contact/help.html?product=subs and look under the "Cancel Subscription" heading for the toll-free cancellation number.
Please reply if you need further assistance regarding this issue.
Thank you,
Vimal
RealNetworks Customer Support
Let's try reading my message again.
Someone else (not me) signed up for an account and used my e-mail address. I do not have any further information on the account. I do not know what name or credit card is attached to it. I would like this removed from your system immediately.
Hello,
Thank you for writing back to us.
In the event of unauthorized use of your credit card, contact your bank immediately to report the fraudulent activity and begin the dispute process on the charge(s).
Unauthorized use of a credit card violates the law (18 USC 1029) and may be prosecuted. The US Secret Service investigates these cases, as does your applicable state attorney general's office or county prosecutor. RealNetworks does not release credit card or similar transactional information of any purchaser; however, we will cooperate with any agency that produces a valid subpoena for the information.
If you believe someone has fraudulently used your credit card to place an order with Real, please contact us. We can block future charges from your card to us, but you must notify your credit card provider in accordance with its reporting rules and procedures. Rhapsody Customer Service can be reached at 1-866-311-0228, Monday - Friday from 6:00am-6:00pm PST and Saturday - Sunday from 7:30am-5:00pm PST.
Please reply if you need further assistance regarding this issue.
Thank you,
Vimal
RealNetworks Customer Support
Okay, perhaps we should try this again.
Someone used my E-MAIL ADDRESS to sign up for an account. Not my credit card.
I want the account removed. NOW.
Perhaps you should ESCALATE THIS MATTER TO TIER 2 SUPPORT.
Thanks.
Hello,
I apologize that I have been unable to resolve this issue. Your case is being escalated to our Level 2 e-mail team. You will receive a response as soon as possible.
Thank you for your patience.
Regards,
Senthil Kumar
RealNetworks Customer Support
Dear n/a n/a,
Thank you for contacting RealNetworks Tier 2 Customer Support.
We understand that you are inquiring about an account that you did not start.
We have located the Music Store account under ...@gmail.com. It shows there was one song purchased. The song was 'Dead Ringer For Love (with Cher)'. Do you recall purchasing a music track. The Music Store is a pay as you go service. We have removed your email address from our email options. Since you a claiming that you did not sign up for the service, please contact us by phone to assist you further with getting this done correctly.
RealPlayer Music Store offers music downloads on a pay-as-you-go basis only. We do not currently offer subscriptions with Music Store, so there is nothing to cancel.
If you have questions regarding RealNetworks subscriptions, please contact Real Networks Customer Support at 1-866-212-1345 or submit an inquiry on the Real Customer Support page at http://service.real.com/.
Please accept our apologies for any inconvenience this may have caused.
We hope this information helps and if you should have any questions, please feel free to contact us. Customer Service can also be reached at 1-866-474-2650 or 206-674-2650, Monday - Friday from 6:00am-6:00pm PST and Saturday - Sunday from 7:30am-5:00pm PST.
Regards,
Jolene H.
RealNetworks Tier 2 Customer Support