WWE fan Dan Bednarski sent the followingabout his customer service issues with WWE last night…
Hello. My name is Dan Bednarski, and as I haven’t seen any news on this yet, I wanted to report a huge issue with the WWE video stream of WrestleMania. Well, I would assume it would be huge given it’s the biggest PPV of the year, however it was largely ignored by WWE. It must be a trend for the weekend, given what I heard about the ROH iPPV. Apparently in an effort to upstage the failure, the PPV section of WWE.com essentially completely died. During the intro featuring the three main events, an error screen popped up out of nowhere and would never go away. In refreshing the page, a generic error page loaded, and would load that same for most sections of that subsite. I took to twitter in an effort to both make them aware of the issue, as well as stay posted for any updates on the issue. About a half hour later, one of their accounts (@WrestleMania) finally acknowledged the problems with the video stream and told us to keep an eye out for updates. It would be another two hours before there was any news, on a different twitter account (@WWE), that the issues were fixed and to attempt to reconnect. My problems with this are that there was no apologies or any mention of anything that would be done for all of us who missed over half the show at this point, which was near the end of the CM Punk vs Undertaker match. Rubbing salt in the would was that WWE kept advertising the video stream in their updates, yet it wasn’t working. Why would they advertise the stream if they had reported it to not be working and didn’t report it being fixed? Naturally, I sent them an email requesting a refund, as their issues prevented me from being able to enjoy the show live with the rest of the world.
My message to them is as follows:
“Earlier tonight, I ordered WrestleMania, and the site essentially completely broke during the intro. It would be about a half hour before this was even acknowledged on Twitter or anywhere, and an additional 2 hours following there was finally some news of things being fix, only when I had tried to reconnect, things were actually worse in that I could not login at all. It was at this point where I had completely given up on this event. At the point where things were reported to have been working and still not, most of the matches on the card had been completed, including one of the three main events. I will admit to being one of the more vocal people on Twitter for the first hour and a half, largely due to the lack of news, and salt being added to the wounds of your Twitter accounts advertising the video stream which had confirmed it wasn’t working. I couldn’t understand why advertisements were being made for a service known to be not working. The whole situation was handled very poorly, as outside of the two tweets mentioned earlier, there was no communication to the paying customers of the feed. While I understand that I can watch the video again for a period of time, the fact is that I had the time to watch it live tonight, and that is the service I paid for. I wish to be refunded for this event. I understand that your policy is to not issue any refunds once the event has started, however I do believe that this situation should allow for one, as it was not my decision to not watch the event after paying, I had stopped trying halfway through because of issues on your side of things. The free pre-show worked excellently, but once the intro was looking to be winding down, this site was broken. Thank you for your time and understanding in this matter.”
A few hours later, I received this canned response, addressing almost nothing:
We were experiencing some intermittent system issues during some portions of the live PPV that affected some customers. However, these issues have been resolved. To access the WrestleMania stream, please log out of the site and any application you have be using. Then, log back in and try to access your content again. We apologize for this inconvenience and appreciate your patience.
WWE Premium Support”
I responded with the following:
“Hello. I understand all of that. However, those issues were not resolved until over the halfway point of the show. Your response is clearly a pre-defined to handle the issue, and it is obvious that only keywords of my message were read with this canned response. If someone could please actually read my original message and respond accordingly, it would be greatly appreciated. Anything I have to say to your response is already covered in my original message.”
I’m pretty amazed with how poorly this has been handled on all fronts by them. It feels like that they’re just blowing it off. Anyways, I wanted to let you guys know since it doesn’t appear to have been covered yet, and will let you know how they respond if they do. Thank you,