Theatre Lighting Design, Technical Direction and Consulting

Charles R. Kaiser
Aurora, Ontario CANADA

Napster to the Rescue - NOT!

I have a subscription to Napster. I usually find it to be a great service, but this week I had occasion to contact their customer service department. I had downloaded an album thinking that it was the soundtrack from The Rocky Horror Picture Show. Turns out that they had the title listed wrong because it turned out to the the Broadway cast recording of The Rocky Horror Show. Not quite the same thing at all.

When I contacted them about this problem, they ignored my first email, and the second one received this reply:

Hi ckaiser,

Thanks for contacting Napster Support.

You are able to preview the tracks before you purchase them so we are not able to issue a refund because of this.

When responding on this issue, please reply with email history or copy the entire body of this email and paste it into your reply to ensure that all information is retained. Not providing the email history could delay our response time.

Thanks for using Napster!
Greg R.
The Napster team

Helpful huh? Did you notice how they turned their mistake into my mistake? I counted on Napster to at least have the correct album title in the catalogue and I had track preview turned off. I guess that I won't make that mistake again.

Customer service is really dying isn't it?