federalcto.com The Blog of a Federal CTO

NFL Game Pass – not very good at keeping commitments, or giving any info out

As you probably expected, no one contacted me from the NFL this week. Despite my last post, where the anonymous person said I would be contacted by a supervisor, nothing showed up in any mailbox. And I was even checking my spam folder diligently. However, last night, they did manage to send me a reminder that my account is set to auto-renew, and will be charged again! What is wrong with these people?

So I tried to call, but after 20 minutes of waiting, decided to go down the chat route again. And here is the result of that session:

NFL Game Pass: Hello, how may I help you?
Dmitry Kagansky: I have 2 problems. The first is that I got an email that reads: "Your NFL Game Pass - Season subscription is currently set to auto-renew on 8/3/11 for the 2011 NFL Season." I specifically asked for a cancellation last week in a chat session. Also, a manager was due to contact me by this past Tuesday about my second problem. You can find the details here: http://www.federalcto.com/2011/07/nfl-game-pass-charging-credit-cards-they-have-no-right-to-charge/ .
NFL Game Pass: What is the user name for your account?
Dmitry Kagansky: xxxxxxxxxx
NFL Game Pass: Your account has already been taken off of automatic renewals and is not set to renew for this season.
Dmitry Kagansky: ok - then 2 questions
Dmitry Kagansky: 1. why did i get this email yesterday?
Dmitry Kagansky: 2. when will a manager contact me, as you committed to last week?
NFL Game Pass: The email was sent out to all previously subscribed GamePass users.
NFL Game Pass: In regards to your second question, I would be more than happy to forward your contact info along to a manager for follow up support.
Dmitry Kagansky: that's fine - but you committed to have a manager contact me last week
Dmitry Kagansky: you, or one of your colleagues
Dmitry Kagansky: did you have a look at the link I sent you?
NFL Game Pass: Well sir, it was not me. What I am able to do is what I have stated, and I would be glad to do that for you.
Dmitry Kagansky: The short story is that you charged me in august with a card that had been expired in may. You were never authorized to make that charge.
Dmitry Kagansky: terrific - when will the manager contact me
NFL Game Pass: Yes sir, I read the chat history that your supplied.
Dmitry Kagansky: please do not say 48 hours as you did last time
NFL Game Pass: The normal response time is within 48 hours.
Dmitry Kagansky: and please give me a contact name, or a reference of some sort
Dmitry Kagansky: who will contact me?
Dmitry Kagansky: you realize this chat session will go up on that site, yes?
Dmitry Kagansky: feel free to call me, as well, at 770-xxx-xxxx
Dmitry Kagansky: i got tired of waiting on hold when I tried to call
Dmitry Kagansky: but I'll warn you that the call will be recorded
NFL Game Pass: No need to warn us of that sir, we record all calls as well.
Dmitry Kagansky: i'm happy that you do, but I'll record it on my end for publication
NFL Game Pass: Again, I have passed your information along to my supervisor, and you can expect to be contact back within 48 hours.
Dmitry Kagansky: how will I be contacted?
Dmitry Kagansky: and by whom?
NFL Game Pass: The first contact is typically via email.
Dmitry Kagansky: fantastic
Dmitry Kagansky: now, i didn't get contacted last time
Dmitry Kagansky: so how do I know I won't be having this same chat again next week?
NFL Game Pass: All I can offer you is my word as an employee of Neulion that I will preform the requested tasks as promised.
Dmitry Kagansky: terrific, mr anonymous employee of a company other than the nfl
Dmitry Kagansky: or ms anonymous employee
Dmitry Kagansky: i look forward to the email
Dmitry Kagansky: cheers
NFL Game Pass: Thank you sir, and you have a wonderful day.
Dmitry Kagansky: Were you going to leave the conversation, or is there any more to add here? I busy prepping the current blog post now.
Dmitry Kagansky: I just want a nice, clean "your chat has completed" message for the blog, and it's been about 5 minutes since you wished me a wonderful day

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Well, I didn't have any more time for the silliness, so I closed the window at this point. It'll be interesting to see whether I get contacted within 48 hours. Something tells me that I'll have yet more chats posted up. And I did find an interesting iPhone app, as well, by www.recordacall.com . Unfortunately, I didn't have the patience to sit on hold past the 20 minutes, or this whole thing would have been an audio post.