Below is actual personal correspondence and auto responses i have had and gotten from WebTV and Dennis Reno. Most have my original e-mails attached.
From: dreno@corp.webtv.net (Dennis Reno) Date: Tue, Oct 24, 2000, 10:30pm (EST-2) To: xxxxx@webtv.net Subject: RE: Last Chance
Dear Mr. Atkins:
I am in my office late this evening and received your message. I have forwarded your message to a manager on my staff Paula Izatt to look into where your new unit is. I've asked her to contact you tomorrow. If a unit can be shipped quickly, I've asked her to contact me to make some other arrangements.
I was advised today that the shipment of new units from the manufacturer had not yet arrived, but I agree that it would have been good service to notify you.
I will see that your WebTV account is credited for 6 free months of service.
Thank you for your note and please accept my apologies for the delay.
Regards,
Dennis Reno
Sr. Director, Customer Service
WebTV
-----Original Message-----
From: xxxxx@webtv.net [mailto:xxxxx@webtv.net]
Sent: Tuesday, October 24, 2000 10:06 PM
To: Dennis Reno
Subject: Last Chance
Never mind the problems i have had the past few months with WebTV. I finally get WebTV to send me a new unit because of the upgrade fiasco. That was 9-27. I call today and now no one knows when i will get a new unit. I was not even contacted by WebTV to let me know there would be a delay. This doesn't sound like new and improved customer service it sounds like the same old same old from WebTV. Don't know what the problem is and at this point i don't care anymore. One last chance to keep me as a customer.....I want my new unit now even if you have to go to Wal-Mart and get it and i want credit on my bill from 5-26(upgrade) till i get my new unit...this is not negotiable it is my last straw. If this is possible please respond within 48 hours. If you can't do it or do not respond i will stop my WebTV service and look into recovering my money, for services i did not receive from WebTV, in a legal manner. .....rick atkins.....
From: dreno@corp.webtv.net (Dennis Reno) Date: Wed, Oct 25, 2000, 12:29pm (EST-2) To: xxxxx@webtv.net Subject: RE: Last Chance
Thank you for your message and your response. Please work closely with Paula and let me know how it goes.
Dennis Reno
-----Original Message-----
From: xxxxx@webtv.net [mailto:xxxxx@webtv.net]
Sent: Wednesday, October 25, 2000 12:26 PM
To: Dennis Reno
Subject: RE: Last Chance
Thank you for your response Mr. Reno. It is rare to get any response from WebTV especially email. I will be a bit more patient and wait to hear from you or one of your managers on this issue. However, i am still skeptical because i have heard similar promises from WebTV before, so please don't wait too long.....just got a call from Paula as i was writing this, confirming credit on my bill, thank you. She is checking on the status of my new unit. She also mentioned that a new unit may not solve my problems as there are still some service problems at WebTV. I went over all my problems with the upgrade people (Tim and others) They said a new plus unit would take care of the problems, i would have or be able to accept the upgrade. This seems to part of the customer relations problem, conflicting answers from different people at WebTV. Anyway i'm just going to wait and see what happens. Thank you for your help and concern.....rick atkins.....
p.s. I got your email addy from the article at net4tv. If i had not heard the interview or been able to contact you as a last ditch effort i would have stopped my WebTV service. This is a giant leap for WebTV and i wish you luck in restoring customer relations.
From: dreno@corp.webtv.net (Dennis Reno) Date: Tue, Nov 7, 2000, 10:15am (EST-3) To: xxxxx@webtv.net ('rick atkins') Subject: RE: Got New Unit
Dear Rick:
Thank you for letting me know you received the unit and about the current status. You can be assured that we have the right engineers working on the speed and performance issues. We hope to have some progress soon. Thanks again for your patience. I do appreciate your business.
Regards,
Dennis
-----Original Message-----
From: rick atkins [mailto:xxxxx@webtv.net]
Sent: Monday, November 06, 2000 11:15 PM
To: Dennis Reno
Subject: Got New Unit
Hello Mr. Reno.....I want to let you know that my new unit arrived Friday(3rd). Thank you for helping in this matter. The switch to the new unit was relatively painless. There was an immediate improvement in performance. When i accepted the upgrade and/or the update there was a rapid decrease in performance. So, needless to say i am back at the retrograde. There still seems to be a lot of upgrade/update problems and i trust WebTV is working to resolve these problems soon. I can't stress enough to you, because of your help and personal response i am going to stick with WebTV a while and hope these issues are resolved and WebTV is restored to what it should be. Thank you....rick atkins.....
I thought this auto response was a bit strange since it came after i accepted the retrograde.
From: upgrades@corp.webtv.net (The WebTV Team) Date: Mon,
Nov 6, 2000, 10:06pm (EST-3) To: xxxxx@webtv.net Subject: Your Free Upgrade
Thank you for taking the time to update your Microsoft® WebTV Network™ service.
We have been hard at work making improvements. While this update did not cause any modifications to the WebTV® screens you see, we were busy making 'behind the scenes' changes.
Periodically, we offer these updates to keep your WebTV receiver running smoothly and to update you with our latest technology and functionality.
We appreciate your time in helping us to improve the WebTV service, and we want your WebTV experience to be a positive one.
Thank You!
WebTV Networks, Inc.
Home/Bugs/E-mail Webmaster