This is what happened to me recently.
From: Sent: Monday, April 15, 2002 2:56 AM
Subject: Re: Hitometer - I would like to know if the e-ma... [#4587227]
I would like to know if the e-mail reports for non-paying members has been discontinued.
I used to get a report every week , Not lately. Why Not? Has my address been removed?
NO ANSWER.
Then I sent this letter to netscape at nscpsupport@netscape.com I would like to know if the e-mail reports for non-paying members has been discontinued.
I used to get areport every week , Not lately. Why Not? Has my address been removed?
Sent: Wednesday, April 17, 2002 3:32 PM
Subject: Re: locked out of Web site garage again.
Dear Netscape Member,
The information you provided does not match our records.
Please reply to this message with the information you provided
when you first registered in Netcenter.
Netscape’s privacy and security policies require that the information
provided matches the data in the account record or we will not be
able to process your request.
If you are unable to remember the information necessary for verification,
you will need to open a new account.
We do apologize for any inconvenience that this causes you.
Sincerely,
Please, I have a large account and I dont want to have to redo it.
Also since the e-mail address is already in the system it will not let
me use it again with another member name. This happened before to that's
why they had me to change it from walknmud to ******. I depend on
the web site garage heavely, and every time I ask a question,
they lock me out. I feel this is deliberate because just as quickly
after I complain to 'higher-ups', like AOL, it's turned back on.
I just wanted to know if the e-mail reports had been discontinued
and why. I don't think it's
right for people to be shut down for asking a question.
Dear Netscape member,
Please provide any and all residential address information you
may have used at the time of registration. Once we have this
matching information, we can proceed in resolving your issue.
Thank you,
Ana
I need my password to work and I need into my site at Website Garage.
It has been delibertly shut down again for the 4th time.
Am I am being delibertly ignored? Please can guys fix this.
Why do you keep sending these messages when I have provided you with
the correct information? The message in red was sent after I sent the information.
Dear Netscape member,
Please provide any and all residential address information you may have
used at the time of registration. Once we have this matching information, we
can proceed in resolving your issue.
Netscape?s privacy and security policies require that the information
provided matches the data in the account record or we will not be
able to process your request.
If you are unable to remember the information necessary for verification,
you will need to open a new account.
Thank you,
I. C***** wrote:
Ana,
I have moved since the first registeration in 1999. my old E-mail address was *************
After I moved it took me a week to get back to my site and I was given a
new password and allowed to use a new member name which is ******.
Please,
I have a large account and I dont want to have to redo it.
Also since the e-mail address is already in the system it will not let me
use it again with another member name. This happened before to that's why
they had me to change it from walknmud to ***** Sincerely,
Dear I***,
Hello! My name is Jean from the TechMail Department and as a Customer Care
Consultant, it is my pleasure to assist you with your concerns
or issues regarding America OnLine Services.
I understand from your recent e-mail that you
have concerns about Netscape.
I sincerely apologize for the inconvenience this has caused.
Thanks for writing! We appreciate you taking the time to write and hope
that you'll enjoy your time online.
The specialists at Member Services work to deliver the
highest level of customer satisfaction of any company, in any
industry. We are dedicated to providing the fastest,
friendliest, and most useful support experience available.
We are always ready to answer questions and do whatever
we can to make the online experience an even more enjoyable
and useful part of our members' everyday lives.
Many of the changes made throughout the years have been the result of suggestions and ideas offered to us by our members.
I have passed your comments to the appropriate staff members for review.
Jean M.
Dear I****, Thank you for writing to America OnLine (AOL). My name is Rein from the
TechMail Department and as a Customer Care Consultant, it is my pleasure to
assist you with your concerns or issues regarding America OnLine Services.
I understand from your recent e-mail that you have concerns about
Netscape.
Please accept my deepest and sincerest apology for this issue had caused
you.
To address your concern may I refer you to the resolution I have prepared
for you:
HOW TO CONTACT NETSCAPE TECHNICAL SUPPORT
Please write back if you need further assistance, inquiries, suggestions
or comments. For immediate assistance regarding your concern
with Netscape, please call the number below:
Jean M.
Rein P.
Rein P.AOL I appreciate your reply, But this needs to be sent to AOL management, as
this just keeps happening to me. This is the 4th time they have done this
and it isn't a technical problem, it's deliberate. Now they pretend I don't
exist. I have answered all the questions and they are still playing dumb.
Can you plese forward this to the approiate department that can address
this? If not send me a phone number so I can call the right person who can
fix this I know somebody can if they want to..
The error page I get cannot be mailed to
An error has occurred -- Invalid ureg_id at
/home/atweb/user/engine/states/router_server.cgi line 1720
Please report this to webmaster@register-it.com Error at
/home/atweb/user/engine/states/router_server.cgi line 310, chunk 2.
Jean M.
The phone number wants $29.95 to even talk to a tech,
I can't do that .
Please just send this to somebody that can resolve this or let me have an
address at netscape that goes to somebody besides .nscpsupport@netscape.com
or a phone number that is not to a recorded message.
I know you have thousands of requests but this is a deliberate lock out
because it has happened before, and should go to someone in management who
can stop this kind of childish behavior. Every time I ask a question they do
this. I am nice and I say Please and then they lock me out of the account.
The error page I get cannot be mailed to
An error has occurred -- Invalid ureg_id at
/home/atweb/user/engine/states/router_server.cgi line 1720
Please report this to webmaster@register-it.com Error at
/home/atweb/user/engine/states/router_server.cgi line 310, chunk 2.
Dear Netscape Member,
We have set a temporary password of:
'temppw' for your Netcenter account .
Be sure to enter your temporary password in all lower case, and follow the directions below completely.
Please note, if your system clock is not set properly, you may have difficulty signing in. To access these settings, click
on the start button, select settings, select control panel, then double click on Date and Time and verify that you are properly set to the correct Time Zone.
In addition please go to your browser, and click on the Edit button.
From Edit, go to preferences, and then go to advanced. Expand the
advanced folder, and click on Cache. Click the clear cache memory, and
the clear disk Cache. Once completed, please sign in with your username
and temporary password above.
If you are using IE as your browser, please go to Tools, Internet Options,
and delete your temporary files.
Once you have successfully logged in, you may set your own
personal password in Member Center. To access the Member
Center type “members.netscape.com” in your browser window
And hit return. Do not type www. before members. From there,
Select “Start Now” then use the password tool provided.
Please let us know if you encounter any problem while attempting
to sign in with this temporary password.
Thank you,
Jay
Netscape Support
Thanks Jay,
but this one doesn't work either.
Also could you send me an address I can reply to.
Netscape Password doesn't go anywhere that helps.
HELP!!!
To: netcenter-feedback@netscape.com
Sent: Friday, April 19, 2002 10:21 PM
Subject: nscppassword is not a valid address.
nscppassword@netscape.com is not a valid reply address
When I tried to reply to this address it came back. How can I reply to him ?
I did everything he said and ..
The password doesn't work.
To: support@websitegarage.com
Sent: Tuesday, April 23, 2002 8:47 AM
Subject: Please send me a password that works
Sorry to bug you again.
But for 4 days now I cannot get a password that works.
I have included the last e-mail from your department as to
try and solve this problem. I got this e-mail on Friday 4/19. and
I returned the note you see below.
The password doesn't work.
To: pradmin@netscape.com
I have been locked out of my website Garage account for more than a week now.
I have sent several e-mails to the Feedback site and support
asking for help, all to be ignored, except one named Jay who sent me a password, .
that doesn't work on 4/16/02.
I can't seem to get anybody to fix this.
I had reported that the e-mail reports weren't working 2 weeks ago, and was then
locked out of my account for the 4th time now. I was sent
an e-mail that said the WSG didn't service or care about free accounts or
their maintance. They fixed this however on 4/20/2002. Now it doesn't work again
My member name is ******. My name is I**** , address ***************** ,
my password ******* , they changed it to 'temppw' on 4/22/02 but that one doesn't work either.
Please I would like to get into my account. I would like for somebody to explain to me
why it is wrong to ask a question, like why did the e-mail reports stop?
I assumed that I was reporting a problem that effected other members also.
I have reported this to AOL because nobody will answer my mail now.
I am not being a pest, I just want to be able to get into my account
and I did nothing wrong to be locked out.
Please help me....I*****
Then I sent Snail mail to Costumer service, Netscape, Ogden Utah, AOL and Time Warner. Reply Letter, snail mail
May, 2nd, 2002 Dear I**** ,
Thank you for your letter regarding your experience with
the Website Garage. I apologize that your experience with
Website Garage has not been satisfactory. Netscape is
currently upgrading the services to better accommodate our members needs.
Please note that we do not provide phone or
email support for our trial or free
products but you can look for answers in our
frequently asked questions or FAQ’s located on our
web site at websitegarage.netscape.com
If you have questions about any of our paid services
or have a billing issue please send us an email by going
to our support section and using the email forms on our web
site at websitegarage.netscape.com.
Once again, I apologize for the poor experience
you had with service. I appreciate your willingness
to share valuable information for the future
improvements of Netscape.
Sincerely,
J.Swenson Letter to Netscape management, May 9th
May 9th, 2002
Netscape Communications
May 9, 2002
Management,
Your Escalations person sent me this letter in May 2nd.
It does not address the problem and does not offer a solution
or a reason for the misbehavior of your Web Site Garage employees.
I have enclosed a copy of my letter to Time Warner and AOL addressing the problem.
All the letter from escalations shows me is your personal don’t care
about FREE ACCOUNTS and YOU are NOT willing to fix this.
The apology offered is not excepted on this issue.
I know it can be fixed as it’s been fixed in the past when
your personal got mad at me and deliberately
deleted my password or when I moved and they were able to reconnect me
with the account under a different e-mail address.
This issue will not be dropped until somebody sees
what’s going on here. IT IS NOT MY FAULT, NOR
DID I VIOLATE ANY TERMS OF SERVICE. I simply asked a question.
The solution simple. RESTORE MY PASSWORD or send me one
that works and let me into my Account.
If you can’t do that, let me have a new account. That means not blocking
my E-MAIL ADDRESS FROM YOU SERVICES, which is being done now.
This is nonsense and if it isn’t fixed I will scan the letter and post
it to the main web page you won’t restore my accounts to, at
http://www.dreamwater.org/walknmud1/hiramdiscovered.html.
Then I will create a separate page on two or three web page host
pages and have the search engine find keyword Netscape and this
will be posted there also. I have accounts already on three that
I can use. This is not slander or libel since I have the letters
describing the unwillingness of your company to fix the problem.
My e-mail reports were also shut down by this so-called
executive after he got my first letter. Explain that.
Upgrading is not the issue here, it’s plain and simple,
I am being blocked out of my account on purpose.
********
***********
Ana
Netscape Support
Netscape Support
Netscape personal,
Netscape Support
We do apologize for any inconvenience that this causes you.
Ana
Netscape Support
Customer Care Consultant
The TechMail Department
America Online, Inc.
Netscape offers a wide variety of support options. The best way to find
information quickly is on the Internet at:
You can use this web site to receive support via e-mail or frequently
asked questions, and there is also an option for posting your questions to a
newsgroup. You can also listen to a set of pre-recorded frequently asked
questions by calling:
1-800-411-0707
1-800-411-0707
Customer Care Consultant
The TechMail Department
America Online, Inc.
Customer Care Consultant
I C*****
I appreciate your reply, but..
Cc: support@websitegarage.com
Sent: Friday, April 26, 2002 7:18 AM
Subject: please forward to admin./ management
Please help me...
Executive Escalations
P.O. Box 1559
Ogden Utah
