MLB Advanced Media, L.P.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.[redacted]Fyi[redacted] is sending out a new seat.. Maybe explain how mlb authentication is not...

valid.  Thanks
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: On 7/**/2013, I subscribed to the MLB.tv serviced offered by MLB Advanced Media for an annual price of 39.99. The confirmation email stated the the subscription would last until Feb **, 2014.

The confirmation email also stated I would be automatically renewed unless I cancelled the service, which I did multiple times.

I cancelled the subscription on 12/*/2013, and received a confirmation email.

I was then charged a monthly subscription fee again, and cancelled again on 1/*/2014.

After this, I was charged again, so I cancelled and wrote customer service a note after not being able to get anyone via the phone on 3/*/2014.

I have since tried to call 5 times within their stated business hours, and written notes to each section of MLB.tv and never gotten any response, and was just charged again (7/*/2014) for their monthly subscription fee.

I have given them the courtesy of putting in my latest note to all sections that I have files a Revdex.com complaint and would be more than happy to resolve it simply by refunding my money past the end of my subscription (every month since February) and cancelling my account completely out of their system. I do have the option of changing my billing information, but I feel that I would then be sent to collection and would much rather resolve this situation in an honest manner.

Cancelled with confirmation e-mail received on: 12/*/2013, 1/*/2014 & 3/*/2014

Order Number: [redacted]Desired Settlement: I would require a refund of the unauthorized debits from my account (everything after February [redacted], as I am willing to pay the monthly through the end of the subscription even though I attempted to cancel the account as early as December), and immediate deletion of my mlb.tv account along with removal of my billing information so that I know I will never be charged again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Refunds for applicable charges were confirmed via e-mail. I will go ahead and close case.

Sincerely,

Review: On 12/**/13, I purchased a subscription to the MLB TV offseason package for $24.99. (Order # [redacted]) I have purchased similar packages in the past, both in 2012, and the 2013 postseason package. On the mlb.com website, it states that archived games can be streamed through an xbox 360 by using their app. This app has always worked before during my previous subscriptions. However, from the moment I purchased the service, none of the archived games have been available. When attempting to use the calender to browse archived games, the only month available was December 2013, and since the season ends in October, this means that exactly zero archived games are available. I have emailed mlb.com twice regarding this issue, requesting a full refund of my $24.99. I have not even received a reply of any sort to either one of my emails. Today, January *, 2014, I attempted to call mlb.com customer support. Although their customer support website lists their phone support hours as Monday-Saturday: 9am-12am ET, When I attempted to call at 5pm ET, a recording said they were currently closed. I have made 3 attempts to contact MLB about my issue, and have received no responses.Desired Settlement: Because the mlb.com website is advertising a service that is unavailable, and because my numerous attempts to contact customer service have been unsuccessful, I am left with no option except to request a full refund of $24.99.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I was in germany and subsribed to mlb.com to watch baseball games which I could not do I called and talked to them and was suppose to get a refund which I never recived the year before I had mlb.com and cancled my subsription and was charged for the next 3 months never got my money back on this eitherDesired Settlement: to give me a full refund since I did not use the service

Business

Response:

Dear [redacted]:

We write in response to the Revdex.com complaint, dated July *, 2013, initiated by customer [redacted] (#[redacted]). We have investigated this matter and regret [redacted] did not have a satisfactory customer service experience. We also deny any allegation of wrongdoing. Nevertheless, in full settlement of his complaint, we have refunded [redacted] in full, $19.99, for his 2013 MLB.TV purchase and, as a courtesy, refunded an additional $49.98 in connection with his 2012 MLB.TV Premium subscription, for a total refund of $69.97. If [redacted] does not receive his refund or requires assistance in the future, we encourage him to contact our Customer Service Manager, [redacted] (email: [redacted]; phone: [redacted]).

As this exceeds the remedy originally sought by the customer, we believe we have addressed [redacted]’s complaint in a satisfactory manner and now consider it resolved. Please feel free to contact me if you have any questions or wish to discuss this matter further.

Sincerely,

on monday oct **, the houston astro game ran late and the texas ranger game alds#4 started on the mlb netwrok, which requires prior subscription. no local channel was available for a local baseball game in the dfw area and resulted in the first 3 innings being missed. we are working class middle class america and have the very basic in cable tv with no frills and we not afforded the opportunity to watch the beginning of the alds #4 between the texas rangers and toronto blue jays.

Review: I rec'vd a gift card for MLB.com which I have used before and still have a balance on it. When I went to use it again, they said that they had no record of the card. I first contacted them on October**, 2014. On October ** they sent me an email saying they needed additional info which I then supplied. I then followed through on October ** with no response. I then phoned on November** and they said they would call back w/i 24 to 48 hours. I didn't hear from them. I then called back on December * and they once again said that they would call back w/i 24 to 48 hours. I have still not heard from them. My gift card # is [redacted] pin#[redacted] and the issue no. they gave me was #[redacted].Desired Settlement: I just want to be able to use this gift card as I want to purchase another item.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I am in the home television broadcast blackout restriction area in Kansas City, MO. When I purchased the MLB.com 1 yr Premium video service I believed I would be able to watch my games while they played live. There may or may not have had that info available to me ahead of time, but I did not see it anywhere. I called to get a refund once I started seeing my games being blacked out, about game 3 of the yr. I was told I called too late and that they would not refund any of the $129.99 I paid. The Kansas City Royals were the only team I wanted to watch Live and now I've paid them $129.99 to not watch them live. All I wanted was some or all of my money back and they said they would call me back, that was two weeks ago and I've heard nothing. I feel like my money was stolen from me.Desired Settlement: I want a full/partial refund. Also I believe they should make people more aware of what they are buying. If you can't watch your home team live all yr, you should tell them before they buy a full yr membership. Not fine print in a disclosure you have to read 10 minutes through.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered MLB.tv for the last game of the year in 2013, which cost me about $5. I DID NOT GIVE PERMISSION OR CHECK ANY BOXES THAT ALLOWED FOR AUTOMATIC RENEWAL for this year. I just saw on my credit card that they are charging me $129.99 to renew my service for this year. When I called them, the agent told me "yes, there would be no way for you to know you were signing up for automatic renewal of your subscription." She admitted they are using unethical practices. She said she was sending in a refund request and wouldn't know for 10 days if my refund request was granted. I demanded an immediate refund so she sent me to a "[redacted]" where I sat on hold for 45 minutes and no one ever picked up. I have started the dispute process with my credit card who informed me they are having many complaints about mlb.tv.Desired Settlement: Refund my card immediately the unauthorized charge of $129.99

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: For the 2013 MLB baseball season I ordered MLB.com and loved the service. I paid the required amount for annual service and there were no problems. This year, in 201,4 I decided to order the service again so I called MLB.com to reorder the annual MLB TV package on 3/**/14 for $109.99. That was during spring training which lasted for the month of March. During that month I watched several games but not an overabundance of games. In the month of April I may have watched two regular season games if that. Since April, I noticed that I was really having deep financial struggles for several unforeseen reasons and that I needed to reduce my expenses drastically. Because of this, I cancelled my subscription on April [redacted], 2014 from MLBTV.com figuring I'd get a refund since being a good customer last year. However MLB denied my refund request not just once but two more times after that saying it was past the grace period of 5 days and that I used too much of the service during the time that I had it. My problem with MLB: Not receiving the refund is wrong on MLB's part considering I barely used the service this year, it was mostly spring training games when I did, I am having financial issues, there's a bad grievance process set up by MLB, and I've been a good customer and PLANNED to be one in the future. Also, MLB doesn't allow you to talk to the people that decide whether you get the refund or not. You only can talk to customer service people that seem clueless also said they don't even know what the criteria is for getting the refund but that some people are able to get it even after being past the 5 day grace period. MLB TV would rather keep the $109.99 and lose a customer for life than just refund me $109.99 when I'm going through struggles. It's really not right to treat customers like this and they need to change their annual cancellation policy to at least prorated refund policy.Desired Settlement: I would like a full refund of $109.99 for the 2014 annual subscription or at the very least a prorated refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I purchased a MLB.tv subscription on 3/**/15 but canceled the same day when the game I wanted to watch was blacked out. The advertising said if you cancel within 5 days there is no charge.

I canceled by going to the website at "[redacted]". Afterwards I wrote them complaining about the "no video" aspect of their service that they do not mention in their advertising.

A month later I was charged $24.99 on my credit card. I called and was told that I needed to cancel on a monthly basis. They are now refusing to refund my money even though I canceled within the required period. The person I talked to on the phone did not speak English very well and was uncomprehending of most of what I said to her. She did not have any of my information available. Very disaappointing customer service.

Review: Greetings, My name is [redacted] and I am a subscriber to MLB.com. This service provides the consumer the ability to watch baseball games (either live or archived,) on the computer or other mobile devices like an iPhone/smartphone. One thing I'm noticing when I attempt to watch MLB.com archived games (games that happened in the past) is it I'm being forced to watch commercials. The interface that allows me to forward-backward-stop play (like a DVD or DVR's control) disappears during commercial so I'm forced to watch the commercial or stop the gameplay altogether, exit out of the game, and start the archived game over and select a specific inning. Very cumbersome. I purchase this monthly subscription for $25 a month so I can speed watch baseball like I would if I recorded the game on my DVR. Forcing me to spend 3 hours plus to watch an archive game elevates the value proposition of MLB.com. Note I had a similar problem last year with certain archive game feeds and contacted customer service via phone who denied such things were happening and asked me to provide video records of the circumstances. However, when I provided such proof to MLB.com customer support, they never seemed to find the email. Respective to this most recent occurrence of this problem, I submitted 2 emails to MLB.com the 1st being through their customer interface and have never received a response.Desired Settlement: 1st I'd like MLB.com to respond to my concerns and my questions. Perhaps I'm using an interface wrong but I don't think so. 2nd If MLB.com is in fact deliberately forcing consumers to watch commercials on archive game feeds, then I think you should disclose this fact openly on their site. Openly, by the way, isn’t an 8 point font legalese in the bottom of the document; MLB needs to publicly disclose this forced playback behavior in a clear and open manner in the same font size and webpage real estate size as they describe the benefits of the subscription.

Business

Response:

Dear [redacted]:

We write in response to the Revdex.com complaint, dated July **, 2013, initiated by customer [redacted] (#[redacted]). [redacted] is a long-time customer of our MLB.TV subscription products and we regret he did not have a satisfactory experience. Nevertheless, we deny any allegation of wrongdoing.

On May **, 2013, [redacted] purchased a subscription to MLB.TV Premium with monthly billing, and we provided the subscription in accordance with the applicable Terms of Use. The MLB.TV media player currently features limited advertising, as is common for entertainment content streamed online. Depending upon several factors, including but not limited to what device is used to view content, such advertising may or may not be fixed. Our delivery of content via MLB.TV is compliant with applicable law, the Terms of Use and marketing materials. According to our records, [redacted] has exercised his choice not to receive MLB.TV content and cancelled his subscription.

If [redacted] would like more information on the features of MLB.TV and current technical requirements to view archived games with fast forward functionality, we encourage him to contact our Customer Service Manager, [redacted] (email: [redacted]; phone: ###-###-####).

We believe we have addressed [redacted]’s complaint to the best of our ability. We value [redacted]’s feedback and thank him for providing his opinion. Please feel free to contact me if you have any questions or wish to discuss this matter further.

Sincerely,

Legal Manager

Review: For the last 5 months, I have had issues with the service provided. All season long, I have had continual stoppage in service, long wait times when calling for service, and complete lack of resolve of any issues I have requested service for. I have called 5 times. I have uninstalled and re-installed the app multiple times. I have changed my internet service to an upgraded option to better handle the demand (25 mbps). I have opened the app through different hardware options and still I have had pauses, poor quality, and NUMEROUS interruptions each and every game. On my last call, I demanded an end in service and a refund of my money, of which MLBTV refused. This has been extremely frustrating as all I desire is an interface to watch my favorite team on a consistent basis. This service has not been provided and therefor, I will not allow MLBTV to take my money.Desired Settlement: I want a COMPLETE REFUND for this season, total $125.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have subscribed to their mlb.tv package off and on for many years. As an out-of-market-consumer of major league baseball, I have no other means to watch the games, as MLB.com owns the rights, and therefore allows no competition. Over the many years, myself and others, via their public forum have complained about the inferior product, and failure to act regarding software that does not deliver on the stated advertised claims. I personally have complained to MLB.com, and their executive team many, many times, without even so much as an acknowledgment of my concerns. Most recently via email on August [redacted]. Specifically the most egregious issue is that the system they employ for their DVR service of games, "Nexdef" has had the same bug,and the same completely mindless action when their product tries to recover from this bug for the entire life of the product, which has to be 10 years or more at this point. The nature of the bug, is such that renders the outcome of the game to the consumer prior to the consumer having the opportunity to consume the product, or a substantial percentage of the product. It is simply unconscionable, that this deficiency of product, and lack of concern for their customer through that deficiency, and their failure to respond to multiple contacts, via multiple methods continues for such a period of time.Desired Settlement: MLB has failed to deliver, every single game of every single year for which I have subscribed to this service. This is not an exaggeration. THe product fails every single game. ALL of THEM. No matter the operating system ( I have multiple pcs, both Mac and Windows), platform, (I have used every supported browser that MLB lists), no matter the network or method to obtain the product. I have repeatedly followed all of their instructions, via their FAQ's, support forum information, etc,) countless times over the year. I have spent innumerable hours of my personal time, instead of consuming the product that I paid for, by trying to manipulate the product into something usable. or communicating, pleading with them to solve the problem. I have never received the service that has been promised. I want a refund of every penny I have ever given to them, and access to the product for free until such time as they begin to deliver the product as advertised at a reasonable success rate. I know how it must sound to ask for this response, but I hope I have conveyed the simple fact that they have not delivered, not once! I am a reasonable person, and would have loved the opportunity to work with MLB.com, but they simply don't care to work with a consumer for a product for which they have no competitor.

Business

Response:

Dear Mediator:

We write in response to the Revdex.com complaint, dated September **, 2013, initiated by [redacted] (#[redacted]). [redacted] is a long-time valued customer of our MLB.TV subscription products.

On July **, 2013, [redacted] purchased a subscription to MLB.TV with monthly billing, and we provided the subscription in accordance with the applicable Terms of Use and in compliance with the

law. According to our records, [redacted] sent us an email on August **, 2013 concerning technical matters with MLB.TV and, on the same day, we sent two (2) email responses requesting [redacted] to telephone us so that we may assist. Since the time that we received his complaint, we have telephoned [redacted] three (3) times and left voice messages with a return telephone number each time. To date, [redacted] has not returned our calls. Unfortunately, until he responds to us, we are unable to troubleshoot his case or take any further action.

Nevertheless, subject to [redacted]’ agreement, we are willing to fully and finally resolve any and all disputes he has alleged against us by providing (a) a refund for the amount he has paid for the 2013 baseball season (to date, $49.98) and (b) continued access to MLB.TV without charge for the remainder of the current annual subscription term (until February *, 2014).

If [redacted] agrees or if he would like further assistance, he must contact our Customer Service Manager, [redacted] (email: [redacted]; phone: ###-###-####).

We believe we have addressed [redacted]’ complaint to the best of our ability and would value the opportunity to help him further. Please feel free to contact me if you have any questions or wish to discuss this matter further.

Sincerely,

Review: I ordered a custom jersey from shop.mlb.com however they sent me the wrong jersey. Now I know that usually all sales are final when it comes to custom items however I got the wrong item because something was going on with the site where it was showing me one design yet at the last moment of the order it would go ahead and assume I want the alternate design. When I initially contacted them about this issue they essentially agreed that measures would be taken to rectify this because of the technical issue.I decided I wanted my money refunded and got a shipping label from them to return the item.They received the item on December [redacted], 2013 (confirmed many times when I called in about the status of my refund) however this is the 14th business day and I have not yet received my refund! It really shouldn't be taking so long to "process" my refund upon receipt of the incorrect item (that we all agreed an exception could be made in issuing the refund for). I did my part by sending the item back and now I need them to do their part in issuing my refund. My calling and complaining doesn't seem to be sufficiently motivating them to act with any sense of urgency so I need you to light a fire under them and get them to act with a sense of urgency and do their part in issuing my refund! As it stands they essentially have my money and I have nothing to show for it other than approximately $200 less on my balance!Thanks in advance.Desired Settlement: I'm not greedy. I just want them to uphold their end of the deal and refund the amount I paid them onto my card; nothing more.I'm also filing this ahead of time (since they technically have all day today to issue the refund; I'm just getting a jump on it because I have holiday plans tomorrow; the issue may already have resolved itself but if not then the complaint still stands!)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have a $50 gift card that I have called the number on the back and was able to verify it as a good gift card, however when I called MLB.com to place my order they refused to honor the card for my order stating that their system would not accept it.Desired Settlement: I want a cash refund for the gift certifcate since they would not apply it to my order and it is valid.

Business

Response:

Dear Mediator:

We write in response to the Revdex.com complaint, dated September **, 2013, initiated by [redacted] (#[redacted]). In full settlement of her complaint, we have provided [redacted] a full refund of the disputed amount, $50.00. If [redacted] does not receive her refund credit or requires assistance in the future, we encourage her to contact our Customer Service Manager, [redacted] (email: [redacted]; phone: ###-###-####).

As this is the remedy originally sought by the customer, we believe we have addressed [redacted]’s complaint in a satisfactory manner and consider it resolved. Please feel free to contact me if you have any questions or wish to discuss this matter further.

Sincerely,

Legal Manager