| |
| Time | Details |
| 09:09:09AM |
Session Started with Agent (Felix - Customer Support) |
| 09:09:09AM |
System: "Thank you for contacting eMusic Customer Support" |
| 09:09:30AM |
Agent (Felix - Customer Support): "Hello, Thank you for contacting eMusic. I'll be assisting you today." |
| 09:09:33AM |
Tony: "Hi Felix." |
| 09:09:38AM |
Agent (Felix - Customer Support): "I'm sorry to hear that you're thinking of leaving eMusic. Are you experiencing a problem I can help you with?" |
| 09:09:56AM |
Tony: "I really like the idea behind eMusic and the selection of music." |
| 09:10:15AM |
Tony: "But the experience of actually downloading music is starting to be very frustrating." |
| 09:10:47AM |
Tony: "For starters, every time I visit the website, even if I was just there a few minutes ago, it asks me to login again." |
| 09:11:15AM |
Tony: "And it *always* defaults to the radio button that says "i don't have an account" even though my browser autofills the password for me." |
| 09:11:30AM |
Tony: "I've complained about that before but it hasn't been fixed." |
| 09:11:46AM |
Tony: "That alone wouldn't be reason enough to leave, however." |
| 09:12:54AM |
Tony: "The tipping point for me is that when I click the download button on an album in the eMusic Remote app, there is absolutely no indication that it is being downloaded. That is extremely frustrating and mars the whole experience." |
| 09:13:26AM |
Tony: "I'd be happy to join again once you fix the app so it gives better feedback about music being downloaded." |
| 09:14:34AM |
Agent (Felix - Customer Support): "We have updated the remote to a program called the download manager 4.0" |
| 09:15:01AM |
Tony: "I see. where can I get this?" |
| 09:15:12AM |
Tony: "It would have beeen nice if you had told me about it..." |
| 09:15:41AM |
Agent (Felix - Customer Support): "one moment and I will give you the link to download the new software" |
| 09:15:57AM |
Tony: "great." |
| 09:16:18AM |
Agent (Felix - Customer Support): "Also before downloading the new software please uninstall the eMusic remote completely from you hard drive" |
| 09:16:35AM |
Tony: "sure. Never liked it anyway!" |
| 09:16:54AM |
Agent (Felix - Customer Support): "http://www.emusic.com/dlm/download.html here you go" |
| 09:17:39AM |
Tony: "Downloading it now :-)" |
| 09:17:56AM |
Tony: "You might want to mention it in your monthly newsletter thing." |
| 09:18:24AM |
Agent (Felix - Customer Support): "I will make a note of that and direct it to the content director. thank you" |
| 09:19:37AM |
Tony: "cool. Alright, you've managed to dissuade me form leaving :)" |
| 09:20:06AM |
Agent (Felix - Customer Support): "Excellent! please let me know you if need any further assistance." |
| 09:20:54AM |
Tony: "Will do." |
| 09:21:00AM |
Session Ended |
