Lost in Seattle

Updated 4/11/2006: Seems I’m not only one with this problem.

First, we were snubbed (then mollified) by the Mariners’ Moose, and now this. Short version: I decided not to subscribe to MLB’s “GameDay Audio” program this year. GameDay allows you to listen to all games via the Internet, which I never actually ended up doing much. My subscription, however, was “automatically renewed” for my “convenience,” and all my efforts to contact them via email or telephone have been futile (bounced replies and busy signals). My full complaint letter follows the “Continue Reading…” link.

I’m getting the sense that Major League Baseball doesn’t care about its fans.

I also sent a version of this tale to The Consumerist, a web site dedicated to consumer complaints that I urge you all to check out. We’ll see if they believe it merits a mention.

MLB.com c/o MLB Advanced Media, L.P. 75 Ninth Avenue, 5th Floor New York, NY 10011

To Whom It May Concern:

I am writing to register my extreme displeasure in the way my MLB GameDay Audio subscription has been handled. I am resorting to “snail mail” since efforts to contact you by email or phone have been unsuccessful.

On Monday, April 3rd, I was surprised to find an email from you that had been sent after close of business on 3/31/2006 and which informed me that my subscription had been automatically renewed. I don’t recall automatic renewals being a “feature” when I signed up for GameDay prior to the 2005 season, but I’ll give you the benefit of the doubt.

As I had previously decided not to sign up again for 2006, I took what the email said were the necessary steps to cancel the subscription. I sent a message to “customerservice2@website.mlb.com” and asked for my subscription to be cancelled. Shortly thereafter, I noticed that my credit card had already been charged the $14.95.

I did not hear anything about this by Friday, April 7th, nor had my credit card been credited, so I sent you another email. This time, I received a “bounce” notice from “MAILER-DAEMON@mail1.chek.com” with a message that read: “: This message was not delivered because it would put the account over quota.”
I immediately attempted to call the customer service number listed in the original email (866-800-1275), but the line was busy all Friday afternoon.

Since the original email stated that refunds would be granted only up to 10 days after order, I was interested in getting this resolved within that window. Today, Monday, April 10, I have been repeatedly calling the customer service number, but the line has been busy all morning.

I have limited time to devote to trying to cancel this subscription and to deal with the obvious incompetence of those managing this service. I have, therefore, disputed the subscription charge on my credit card and asked the bank to issue me a credit for $14.95. I trust that you will not challenge this action given that I have made every effort to cancel my subscription using the channels you advertised as being proper.

I would like to receive written assurances that (a) my GameDay subscription has been cancelled, and (b) I will not be automatically re-enrolled for the 2007 season.

Sincerely,
[My Name]