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MSN Service Problems |
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MSN almost never lets us in. We dial up, get connected, but then we're stuck behind the MSN sign in. MSN has some major problems that need to be addressed. What good is their service if we can never use it, and we can't get past it to go in another way. We can't get to our email, so it piles up, then they complain we have too much email when we wouldn't have any if they'd straighten out their system. We've sent hundreds of their problem reports and they do nothing. Yvonne of Santa Clarita CA (4/19/04):
Just installing the program is a dilemma and even after that you still have various problems. 1) Signing on is a hit or miss with MSN.2) Very slow loading up 3) constant problems, errors messages popping up. I've read other complaints on your website with pretty much the same things I'm going through. Its not fair that we should have to pay for MSN's faulty system. I'm just fed up with them, tired of calling spending so much time on the phone and than finding out that it still does not work properly. I have to pay someone to come in and clean up my computer, with installing and re-installing MSN I think I have caused some problems in my hard drive, so that leaves me the consumer with more money to pay out of pocket. Why hasn't consumer affairs, tv stations, etc., done an investigation on MSN and their services, I'm sure it would turn up quite a few disgruntled consumers and maybe we the consumers can get out of these bogus contracts, as a consumer I feel that if you're paying for a service it should work and if it does not than you should be able to get a refund, whatever happened to the customer is always right? Janet of Pinole, CA, writes (6/21/01):
I have discontinued service from MSN and found another smaller Internet service provider who gives me good service. I have no problem staying online now or getting help when I need it with Inreach Internet Services. I have received a reply by mail from MSN telling me I will be penalized by cancelling my contract with them. As before, they have not addressed the problems I have had with their service while demanding the contract for internet service continue. I am 84 years old and have limited vision. I am living on a small fixed income and cannot afford two internet service fees per month. This situation with MSN has been very emotionally draining. I hope you will be able to help me end this contractual agreement as I am not getting the internet service from MSN that they have agreed to give me. Steve of Atwater, CA, writes (6/15/01):
Lu of Kennesaw, GA, writes (6/8/01):
I've had to resort to using free AOL service and paying for Compuserve just to get online. Yet, because of the 3-year commitment to MSN, I've had to continue to pay them $21.95 per month or face the heavy 70% liquidated damages penalty. I believe MSN has overcommitted itself with this rebate program in order to destroy the competition, without giving much concern to the consumer. I also believe that the there may be some legal issues regarding the rebate contract. Jodi of Hartland, WI, writes:I have had MSN for 3 months and have been COMPLETELY dissatisfied. I live in the Milwaukee Metropolitan area and there are only 2 dial up numbers. It takes 10-15 times to log in and once I am in the server is EXTREMEMLY slow. Many times email will not be available or sites can not be viewed. Many others experience the same thing in my area. Contacting MSN is next to impossible as their lines are always busy, or the hold times are totally ridiculous. I am stuck in a 3 year contract that I can not get out of. They got too big too fast and now they can not do the proper service to their customers. Joanne of Vista, CA, writes: I've been bounced back and forth between technical and customer support trying to get MSN to correct the name they have placed on my e-mail. I've spent hours on the phone (and on hold) plus sent e-mails which no one reads and only occasionally responds to with canned gobbledygook unrelated to the problem. This has been going on since 12/7/00 when I signed up for MSN service for my new Compaq iPaq1A-1 (a comparatively expensive home internet appliance.) I can't use the MSN on-line help which doesn't work with my iPaq. Nor will the MSN "Change My Account" screen on the iPaq let me change their misnomer. I have a three (3) year contract with MSN so I'm stuck with their customer unfriendly attitude which seems to be "as long as we're receiving our monthly payments, the customer be damned." It has been a totally frustrating experience. I'm a physically handicapped senior who had hoped to accomplish on the Web what I no longer am able to accomplish in person or via telephone. Ray of Piscataway, NJ, writes: I have been calling DellNet/MSN for almost 22 days straight now and this game goes on. I have gotten error messages almost regularly. I still do not have a working email system. My messages that I have discussed with their supervisors and customer service people on more than a few occasions are as follows: Within minutes I get disconnected with the option to click yes if I want to be re-connected.
Terri of Burke, VA, writes: I think internet providers may be moving into the same territory that the health clubs were in a few years ago -- wanting your business and your money but not being able to provide the services promised. MSN is currently making a big push for AOL's customers. They are offering a varying level of rebate ($100, $200, $400) when you buy a new computer and commit to a 1, 2 or 3 year agreement with them. The only problem is is that 1) they are terribly undersized to offer the service and once you try to log on you realize not only do they have few too few phone connections and they have frequent outages (major -- for entire days, far beyond what AOL ever had). Secondly, and most importantly, they are selling the deals for new computers for which they won't provide any technical or user support. When you call the hotline trying to get answers to simple questions that aren't really related to the operating system you bought but more the MSN product -- they refuse to answer them for anyone with a 98, 2000, or ME operating system. That is unbelievable because those are the operating systems for all of the computers being sold under this deal. I honestly am so sorry I signed up. I never imagined their service or support would be so ridiculous yet the MSN agreement is over 8 small print pages with loopholes only an attorney would love. When I signed my agreement, I signed a one page agreement with the computer store. Then they attached the MSN agreement. Outrageous. Consequences at this point are that I have an internet connection that is not fully usable (although I can get in today) because I have no user support to help me figure out issues and I am stuck with it for 3 years at whatever level quality of service they want to provide. And also, the connection is unreliable because of the number of lines and outages. Amity of Columbus, OH, writes: My husband signed the three-year, $400 rebate with MSN one year ago. The "deal" is we sign up for three years of Internet service, they give us a $400 rebate towards the purchase of a computer. The problem is that the Internet service frequently cuts me off in the middle of downloads -- whether I am working on e-mail or working on the web. It has happened periodically up until the last two weeks or so, when it has cut me off everytime I have attempted to connect. (I would say 20-30 times in the last two weeks) Occasionally (in the last 2 weeks) I have gotten on for 2-3 minutes, long enough to get 5 of my 25 incoming e-mails only to be thrown off before it has gotten all of my mail. We are STUCK in a 3-year agreement (2 of which we still have to fufill) and they are not fufilling their agreement to provide me with internet access. I worry that I will be paying $20 a month for the next two years, for nothing. By the way, I am typing this to you on my parents computer, because as of now I still have not been able to fully connect. |
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