Southern NE Auto Recovery Experts

Initial Business Response / [redacted] (1000, 6, 2015/09/29) */ Livestrives to assist and facilitate every broadcasterThere has been over tickets as well as several phone calls from this broadcaster in regards to scheduling issuesA majority of the broadcaster's schedule conflicts arise when no one is listening to a station, the station itself goes into a paused stateOnce a listener does access the station [redacted] the playlist begin which can cause an offset between a scheduled event and what actually currently playingThis anomalous situation resolves itself upon the start of the next scheduled eventIf a station does not have listeners hours a day, then some scheduled events [redacted] pauseIncluded is a graph attachment for august 2015, showing eighteen (18) days where the total listeners tallied under hours per day Support agents never accused the broadcaster of wrong doing but would attempt to educate him in regards to making sure an playing event isn't being modified to avoid playback conflictsAs well as best practices on how to modify existing eventsSeveral times did the broadcaster email Live365.com and upon review no inaccuracies were detectedThe broadcaster did make demands that technical support should be 24/as to address his issue during any time of the day night and weekendCurrently livedoes not have the ability to comply to such requests A representative did indicate that a better package would suffice his listening hours and provide a more cost effective chargeThis recommendation was a cost saving measure an ion no way an attempt to upset the broadcaster It is evident that our customer is not finding live365's attempts to resolve his issues satisfactoryIn establishing a pro broadcasting account a twelve (12) month commitment is requiredOur Client had signed up on FebXX XXXX and has monthly dues on the 13th of each month Live365.com is willing to close the account refunding this last [redacted] cycle (9/13) and Last months charges(8/13) for compensation, as well as consider the month agreement closed with no further charges being incurred to his accountIf this is acceptable please let us know and we [redacted] move forward with canceling your contract Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response of not enough listeners causes a delay can not be found in the agreementIf so why have a "schedule" for eventsPlease have LIVEshow where in the agreement it states not enough listeners [redacted] cause the programming to pausethe issue involved the website having incorrect schedule informationOne technician resolve the issue and all issues were resolved on 9/26/I have no intentions of canceling my subscription nor reducing my planI want my issues resolved in less than two months when I pay for servicesI want a pro rated refund of the days the the issues occurredThe days showing less than hours of listeners are the days when the issues occurredPreventing and deceiving my listeners of what they expect to hearTherefore they leave and don't listen because the issue prevents them from hearing what is scheduledAgain I am not going to cancel my subscription and should not be forced to cancel because it took them two must to meet a paying customer needs [redacted] this be their practice for all complain customers because they refuse to resolve an issue in a timely mannerI [redacted] not be made an exampleI [redacted] not be intemidated or forced to leave when I have done nothing wrong accept demand services when I pay for the service.Again nothing in writing in the agreement states Programming [redacted] be paused if you do not have enough listenersUntil they are able to show that in writing I [redacted] consider that a falsehoodIf they can tell one falsehood all other statements can also be presumed falseI AM NOT CANCELING NOR BEING FORCED TO LEAVEI HAVE DONE NOTHING WRONGI HAVE ONLY EXPOSED THE POOR TECHNICAL SUPPORT FOR PAYING CUSTOMERSThey need to improve their resolution time because months is far too long to resolve an issueAlso because they provide a 24/service, they should consider having a 24/support teamThank you again for your assistance

Initial Business Response /* (1000, 5, 2015/11/10) */
Unfortunately, there is no record of any agreement between Liveand this broadcasterIt appears the station was setup without a proper agreement in placeThere is also a lack of contact information for the station in questionWe would be
happy to reinstate the broadcast as soon as a proper agreement is in placePlease feel free to reach out to our sales team for more information***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Livehas provided a proper response and I do not hold them responsiblePlease cancel this complaint and mark this complaint as satisfactorily handled by the company- Live

Initial Business Response /* (1000, 5, 2015/07/30) */
This is the Customer Relations / Technical Services Manager. It appears that there was no communication regards to the ASCAP/SESAC/BMI license being non-refundable. As we will honor the sales indication that there is a 30 trial period, I will...

see to it that the customer is reimbursed for the 65$ charge to his account. On behalf of Live365.com I truly apologize for the customers experience and will take steps to see that no future instances like this will occur.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I really appreciate that the company is stepping up to resolve this issue. Though I would not use Live365 again, I appreciate them honoring what I was told.

Initial Business Response /* (1000, 6, 2015/09/29) */
Live365 strives to assist and facilitate every broadcaster. There has been over 20 tickets as well as several phone calls from this broadcaster in regards to scheduling issues. A majority of the broadcaster's schedule conflicts arise when no one...

is listening to a station, the station itself goes into a paused state. Once a listener does access the station [redacted] the playlist begin which can cause an offset between a scheduled event and what actually currently playing. This anomalous situation resolves itself upon the start of the next scheduled event. If a station does not have listeners 24 hours a day, then some scheduled events [redacted] pause. Included is a graph attachment for august 2015, showing eighteen (18) days where the total listeners tallied under 20 hours per day.
Support agents never accused the broadcaster of wrong doing but would attempt to educate him in regards to making sure an playing event isn't being modified to avoid playback conflicts. As well as best practices on how to modify existing events. Several times did the broadcaster email Live365.com and upon review no inaccuracies were detected. The broadcaster did make demands that technical support should be 24/7 as to address his issue during any time of the day night and weekend. Currently live365 does not have the ability to comply to such requests.
A representative did indicate that a better package would suffice his listening hours and provide a more cost effective charge. This recommendation was a cost saving measure an ion no way an attempt to upset the broadcaster.
It is evident that our customer is not finding live365's attempts to resolve his issues satisfactory. In establishing a pro broadcasting account a twelve (12) month commitment is required. Our Client had signed up on Feb. XX XXXX and has monthly dues on the 13th of each month.
Live365.com is willing to close the account refunding this last [redacted] cycle (9/13) and Last months charges(8/13) for compensation, as well as consider the 12 month agreement closed with no further charges being incurred to his account. If this is acceptable please let us know and we [redacted] move forward with canceling your contract.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response of not enough listeners causes a delay can not be found in the agreement. If so why have a "schedule" for events. Please have LIVE365 show where in the agreement it states not enough listeners [redacted] cause the programming to pause. the issue involved the website having incorrect schedule information. One technician resolve the issue and all issues were resolved on 9/26/15. I have no intentions of canceling my subscription nor reducing my plan. I want my issues resolved in less than two months when I pay for services. I want a pro rated refund of the days the the issues occurred. The days showing less than 20 hours of listeners are the days when the issues occurred. Preventing and deceiving my listeners of what they expect to hear. Therefore they leave and don't listen because the issue prevents them from hearing what is scheduled. Again I am not going to cancel my subscription and should not be forced to cancel because it took them two must to meet a paying customer needs. [redacted] this be their practice for all complain customers because they refuse to resolve an issue in a timely manner. I [redacted] not be made an example. I [redacted] not be intemidated or forced to leave when I have done nothing wrong accept demand services when I pay for the service.Again nothing in writing in the agreement states Programming [redacted] be paused if you do not have enough listeners. Until they are able to show that in writing I [redacted] consider that a falsehood. If they can tell one falsehood all other statements can also be presumed false. I AM NOT CANCELING NOR BEING FORCED TO LEAVE. I HAVE DONE NOTHING WRONG. I HAVE ONLY EXPOSED THE POOR TECHNICAL SUPPORT FOR PAYING CUSTOMERS. They need to improve their resolution time because 2 months is far too long to resolve an issue. Also because they provide a 24/7 service, they should consider having a 24/7 support team. Thank you again for your assistance.

Initial Business Response /* (1000, 5, 2015/09/28) */
Broadcaster had complained that he could not get a streaming service on his new android device.
Live365 was unable to replicate the issue with test devices. User indicated he was "through" with Live365.
Live365 offered a prorated refund...

for the unused seven (7) months. User agreed. Refund was issued on 8/27/15 and backdated to 8/10/15 to ensure 7 months of unused credit. The total refunded amount resulted in $28.19$ to card on file. Refund processed successfully. Annual subscription is 48$ for this users package.
Despite the customer authorizing the refund process and in agreement of account closure, user tried to access the broadcasting panel. User still is a free listener, but has no access to broadcasting section.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The following email was sent to me by a Live365 Rep on 8/27/2015; It states I was not getting a refund and will have the services available to me until March 2016. As of 9/30/2015 the money has NOT been returned to my card.
[redacted]
Dear [redacted],
I hear that you want to cancel your Live365 service. We love having you with us. We value you very much as a Personal Broadcaster and don't want to see you go! To make it attractive to stay with us, we'd like to offer you 25% off any Personal Broadcast package. Simply click the link below and enter the following promo code [redacted] at checkout!
http://www.live365.com/broadcast
If you decide to not take advantage of our special offer, your paid services associated with your account number 376617 (Username:[redacted], annual Bronze Broadcasting Package) will continue to be available to you during the remainder of your current billing cycle, or until 03-12-2016. If you are canceling a free trial, your services will be closed effective immediately.
====================================
[redacted]
Final Business Response /* (4000, 10, 2015/10/20) */
This is 2nd rebuttal to initial complaint. Electronic communication has been sent along with an attachment (included) Showing that the Accounting dept of Live365 had refunded the agreed upon prorated amount to Client In the timeframe that was promised.
Final Consumer Response /* (2000, 12, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund was deposited back to my account. Live365 made this process very confusing as one representative was continually contradicting other representatives at Live365 I was in contact with. Thank you for your efforts in resolving this matter.