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Lack of customer service
Posted by Slmtps on 01/06/2007
I used to be a paying customer of Napster. In total I would say I have probably spent about $60-$100 on subscription fees plus download fees. After having many problems with technical issues and absolutely no help from their "customer support" I canceled my subscription and stopped using Napster for my music downloads. Therefore becoming a "Napster light" member. After months of not using it I decided to give it one more try. That was a mistake. And I was quickly reminded as to why I gave them up in the first place. I attempted to buy and download a song and it came up with an error code. So I emailed their "customer support" (because they do not give out the phone number to non-paying subscribers) and got one of those infamous auto-replies stating someone would contact me within 24-48 hours. I waited 72 hours and finally received and email from them. No technical support at all, just an email letting me know they charged my credit card for my download purchase. So I emailed them a few more times with still no help and no refund. At this point I've had it. I called a friend I know whom has a subscription with Napster and asked her to find the phone number for me. Got the number, called it, and WHAT A CROCK OF *%#T!! No matter what number you push in the menu you cannot talk to a real person. It's just a number that gives you advice on problems with billing, downloads, etc.. So to this day I still have yet to see a refund or any response from anyone from Napster "Customer Service"

     
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Napster scam!
Posted by Ray_rothstein on 12/25/2006
HIGGANUM, CONNECTICUT -- I joined napster about a year ago, apon trying to sign-on to download music, it wouldn't let me into my account. About a week later I gave up after e-mailing them for help, the e-mails I recieved were generic at best, basically it said I had something set improperly in my P.C. So I did what anyone else would do and cancel the free trial, well, I recieved an e-mail saying I had to do it in person over the phone, I e-mailed back stating it was all set-up via internet and I should be able to cancel via internet, so just cancel the subscription. Fast foward about one year later, I was checking my online bank statement and noticed a charge from napster, they were still charging my account and I didn't even notice! So I wrote them a nasty e-mail saying to cancel my account or I will seek legal help in the matter. Suprise, suprise, I get an e-mail saying they were sorry to see me go but they will cancel it, but then I check my online bank statement and they charged me again for their service, well I think I'm going to have the bank investigate it after all and contact the consumer protection. You see, I never used their service because I could never get it to work or a person from their company to help me, so I'm not paying for services not rendered or used, especially since I asked to cancel and they ignored my requst and charged me anyway, napster is a scam in my opinion, stay clear of their company at all costs.
     
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Posted by Bababooey on 2006-12-26:
It seems that Napster (or "Crapster" as I call it) has taken a page from the AOL playbook...

Offer a free trial for service and when the customer tries to cancel their account due to poor service, make it impossible to do so, and just keep charging their checking account!
Posted by Anonymous on 2006-12-26:
I agree with Bababooey and would add you should never give out your checking account, credit card or any other way that they can charge you and take money direct from your account. Make them send you a bill and then if they have not canceled you, you can cancel them.
Posted by tander on 2006-12-26:
I was wondering the same, it took you a year to realize your account was still being charged?
Posted by Anonymous on 2006-12-26:
If they told you up front that you had to call in person to cancel, and yuou didn't, why are they at fault? Apparently you paid the same regard that you give to balancing your checking account when you get your statement. I don't mean to be mean, but it's hard to work up any sympathy for you here.
Posted by ray_rothstein on 2006-12-26:
I don't ask for sympathy, just how it happens. It took a year because I have a high volume of transactions that go through my account, and I saw about two lines down from the top a charge from napster. But that's not what pisses me off, it's the fact that the first time they said I had to call in to cancel and the second time an evil e-mail was sufficent to cancel. Apparently there is no real rule to how to cancel your membership. To top it off, go through their site and find a phone number, good luck, there is no number to call them. They will give it out if you try to cancel but it's just an answering loop designed to make you give up. I'm just confused on how a company like napster can go on doing business like this and not find themselves in legal trouble or a corperate headquarters under investigation for fraud. I still say that napster is nothing more than greedy scumbag that somehow got away with stealing once and now feels invincable and impervious to everyone. Lets face it, they got $180.00 out of me for not using their service, now multiply that by...., let's say 1000 people on the low side, well the just ripped off the hard working force of this country (you and me) 180,000.00 dollars. Just remember, not everybody goes over their account charge by charge, if I did that, it'd take a month to go through it all and verify the final balance. I work way too much and have way too much to do after work, for me to spend looking at my balance, yeah it's partly my fault for not noticing for a year but then again I sent the notice to cancel and the a--holes ignored my request. screw them, crapster deserves to go down like enron did!
Posted by shhlisten on 2006-12-27:
Actually there is a number to call them. It's very easy to find. You just go to HELP when you open Napster, then cancellation request, and it says "sorry to see you go" and it gives a number: 800-839-4210 and says to call 9am-9pm weekdays, and 9am-5pm weekends. I think you might have overlooked that contact info, just as you overlooked your account being charged by Napster for a year.
Posted by ray_rothstein on 2006-12-28:
I think your on the napster inside or your delerious, go ahead and try to call them, it a circle jerk my napster P.R friend, and if you don't work for napster, just think of all the people they rip-off for one month and multiply that by 10,000. just a simple thought for those who are simple minded in their comments. I think your overlooking the point, I asked them to cancel it and they gave be a B.S. story, the second time the finally did it after getting violent with them on their customer service e-mail. I don't know about you my freind, but when I say cancel it, I mean cancel it now, not a year later when I notice their charging my account still and have to redo the whole process again!Napster= bullsh*&, plain and simple, I'm done talking about this, going to the legal side now.
Posted by shhlisten on 2006-12-29:
Actually, I don't work for Napster. I'm a stay at home mom. I was going to cancel Napster anyway because we don't use it. So after I wrote that last comment, I was thinking maybe I would be given a hard time by Napster like you said. They did ask me if anything was wrong with the service, and if there was anything I didn't like about the service, and I said no, I just don't want it anymore. I know this probably makes you mad but...It was easy! They gave me a confirmation number, and a confirmation email. Maybe after your ordeal, they realized hey, we need to straighten up our act. Maybe you helped us all out from your experience. Just be glad you didn't have to deal with AOL! And by the way- getting violent with people isn't always the smartest thing to do. I'm not as simple-minded as you think, because obviously I have a mind to challenge people like you instead of blindly agreeing with everything people say.
Posted by Six String Lee on 2007-12-27:
I had a very similar experience with Napster. In short. I wanted to try the free trial, I could not, because I have Windows 98. I emailed them to cancel, they did not! They charged me $9.95 which cost me a $30.00 overdraft. I am disabled and I am on a very fixed budget. I called them, they said they could not find the email! It is becoming apparent that they are not doing the busness that they want, so they screw every sucker they can!
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Napster - Why Can't I Talk To An Operator?
Posted by Let Me Talk to Your Manager on 12/06/2006
Napster has the most difficult if not impossible automated voice system I have ever encountered. I've been trying to call because my free MP3 player's shipment keeps getting delayed, but I can't talk to a person to save my own life. The automated voice, which is grating, reads directly from the web-site and refers me to support@napster.com, which refers me BACK to the 1-800 number. And don't even try pressing zero to talk to an operator, he just starts his message over and eventually hangs up.

If you dare to navigate the menu, you are treated to a list of FAQs and other generic topics taken word-for-word from the web-site, and then hung up on when he is done talking. Fantastic.

What to do if I am calling because my problem exists outside of the "hear your payment history" option? Who writes his script? How out of touch are they?

It took me eight tries of random button-pushing to get through to someone, who promptly told me that, although I was under the "technical support" menu, he could help with anything from billing to shipping to Shop Napster. What, then, is the point of the automated voice system?

The fact that the automated voice menu features a "cancel your subscription" option alone proves that people are reconsidering Napster altogether.
What a useless pain!
     
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Posted by Washingtonian on 2006-12-06:
Napster is Crapster!
Posted by Anonymous on 2006-12-06:
I gotta agree here.
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Liars
Posted by BonesB on 11/17/2010
I received a Napster promo in the package of the MP3 player I bought and decided to try it free for 14 days. It states "Transfer unlimited music to your MP3 player -without paying per track." I tried it and downloaded a couple things and noticed that my bank account was charged $18.28. Their answer to my email was that I wasn't getting my money back and that was final. Look out for this bunch people. They lie, take your money and run. I used the term con artist and I feel it's appropriate.

     
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Posted by unhappy999 on 2010-11-17:
There really is no such thing as a free trial. They are all marketing gimmicks. Everyone should be very careful who they give their bank/credit card info to.
Posted by Lifemates on 2010-11-17:
If what you are saying is correct and you did not leave out any information then it sounds like a very big ripoff.
Posted by stiger on 2010-11-18:
AHA! What it's left out is that there is probably a monthly fee for Napster.

Still would've read reviews on Napster and the terms and conditions on their promos before downloading.
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Stuck with Napster
Posted by Yechiel on 03/17/2009
I downloaded Napster. I never got the promised service, instead, a few seconds of songs. I cannot uninstall the item. Took to Geek Squad person and he could not either. Attorney says to give them a chance to respond-here is their chance, since phone #'s are useless-always busy. So they have an opportunity to have at least one time where they did right-I want Napster uninstall from my computer as it is trespassing on my property! Thank you.
     
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Posted by Soaring Consumer on 2009-03-17:
Have you tried removing it from Add/Remove Programs in the Control Panel? Or is it not there?
Posted by lobo65 on 2009-03-17:
I use a free application called revo uninstaller that works very well. It even removes the hidden files that the windows unistaller can't find. You can download it from download.com, which is owned by cnet.com. It's a reputable download site.
Posted by dan gordon on 2009-03-17:
I'm sure that most of corporate america watches this site in hopes of responding to your concerns. Napster I'm sure is monitoring this as we type.
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Refund Should Have Been Done ASAP!
Posted by Auxfire on 02/04/2009
CALIFORNIA -- Well, the first time I tried to cancel my membership it wouldn't let me online, although they say you can. I called them on the phone thinking it would be simpler, but first I was asked continuous if I was sure I wanted to give up my membership. Hello? Anyway, after I told her yes, over and over. She finally told me that I would get my money back in 7 to 10 business days. I'm still waiting. I call back today (2/3) and I get some Man with an accent, but hey no problem and I told him that I was told I would get a refund. He tells me that they don't give refunds. I told him that I was told I would, over and over he says we don't give refunds. Between my talking and his trying to grasp what I was saying, I thought I'd never make him understand that I was told that I would get my refund. He says no and rudely hangs up. I decided then and there that I'd look up to see if anybody had contacted the BBB and guess what, apparently people have complained. I just joined that list.

Please whatever you do, research these kinds of companies before committing yourself to try there free 14 day period.
     
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Posted by saj80 on 2009-02-04:
I've been looking at several music download sites, including Napster, and am glad to know that there are problems. Can anyone recommend a good site to download music from?
Posted by MRM on 2009-02-04:
Use Bearshare to download music.
Posted by Anonymous on 2009-02-04:
LimeWire has been good to me.
Posted by auxfire on 2009-02-04:
Any other free or cheap music download please let me know. thanks!
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Fraudulent charges
Posted by Benradan on 10/29/2008
Napster has fraudulently charged my credit card for months and months. Despite being contacted, I have been forced to freeze my account.
     
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Napster is misleading its' customers
Posted by Kudus on 09/19/2008
I tried the free trial with Napster. I went online to cancel and they told me that I was a Napster lite member and there was no need to cancel. It said I would never be billed unless I purchased tracks. I received my credit card statement in the mail and I was charged $14.95 for the services. I call Napster and the representative says that I have 3 accounts opened. I asked for a refund because I tried to cancel online before the date and I was told I didn't' have to and I would never be billed.

I spoke to a supervisor. He was a liar and said that those accounts were closed. I asked why the confusion and all he could say is that he wanted me to go to my computer and reenact what happened. I quoted to him what THEIR site said so he knew I wasn't lying. They are a bunch of con artists and I won't rest until they are no more! It's not about $14.95. It's about principles and ruthless and unorthodox business practices. He offered to give me a month free. I said for what? I didn't use the free trial so I certainly didn't want a free month.

People never, ever use Napster. They are horrible.

     
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Posted by Anonymous on 2008-09-19:
I haven't used Napster since they were free.Darn that greedy Metallica~!!!
Posted by MRM on 2008-09-19:
Boo with the paid music subscription. I download music for free on Bearshare.
Posted by MrBeanRocks25 on 2008-09-19:
I hate Napster, always have. I buy my music tracks online from Amazon through their Mp3 service. Much better and you don't have to be worried about being charged a monthly fee, just for the tracks you buy. Most are only 99 cents, and others are 89 cents. You can listen to a sample before you buy, too.
Posted by madconsumer on 2008-09-19:
downloading music for free comes under copy right laws, and is a no no.

i have used napster, never had any issues cancelling after many months.
Posted by Anonymous on 2008-09-19:
LMAO!!!

MRM,I use UTorrent,and DL from Isohunt.com I get complete discographies,it rocks!
Posted by Anonymous on 2008-09-19:
If I were ever going to download free music, which of course I wouldn't dream of doing, I would be using e-Mule, from www.emule-project.net. If tweaked correctly (I am told) it rocks!
Posted by Anonymous on 2008-09-19:
thanks for the tip Ken
Posted by madconsumer on 2008-09-19:
if the music industry will go after 14 year olds for copy right infringments, they will go after anyone.
Posted by jktshff1 on 2008-09-19:
OK, "free" at the expense of an artist that has worked long and hard for recognition and a possible expectation of a job well done (payment for work).
How many of you out there would go to work, work hard, and then have your co-worker claim that they did the work and you did not deserve payment for what you did? Not many is my guess.
On the other side, if you post your music on line (ie, you tube, my space, and the others) all bets are off.
Posted by GenuineNerd on 2008-09-21:
Also, with AmazonMP3, if you drink Pepsi, enter the 10-digit codes off the bottle caps and cartons at pepsistuff.com and you can get free song downloads from AmazonMP3. 5 points=1 free song download (one bottle cap is one point, a 12-pack is 2 points, a 24-pack is 4 points.)
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Cancellation of subscription
Posted by Wonder140 on 01/08/2008
The only way to cancel your actual subscription, not a free trial or lite service, but a paying subscription is to call there 800 number. Upon doing so you are prompted to the cancellation area and then placed on hold for in excess of 20+ minutes. Horrible to say the least. They make it so difficult to cancel your subscription. FYI, you could probably keep a few cancellations from occurring by actually taking these cancellation calls as fast as possible with a very small wait time. Once finally getting a live customer service agent it was probably the most rude individual I have ever spoken with either in person or on the phone.

For a company that charges a monthly fee this is unacceptable. Beware of this company. Customer service is HORRIBLE!
     
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Posted by Principissa on 2008-01-08:
I use Itunes. The songs are cheaper and you have a better selection. As long as you don't give them your CC or bank account information cancellation is easy, you just stop logging in. And there are no monthly fees.
Posted by GothicSmurf on 2008-01-08:
You beat me to it Principissa! (BA)
Posted by Anonymous on 2008-01-08:
Speaking of Itunes, you can get a $50 Itunes card at Costco for about $35--quite a savings. Once you enter the card number, Itunes keeps track of how much you have left to spend. It works really well and you can go back any time to order whatever you want.
Posted by Principissa on 2008-01-08:
diane, my mom got all three of us one for Christmas. Every time I have used it, it said right on the screen how much I have left to use. Very convenient. I think they sell them at Target too, but not for a discount like that. It doesn't say so, but I think you can reload the card too.
Posted by GothicSmurf on 2008-01-08:
I'm one of those odd people who (although I use iTunes for my iPod) don't like computer only music. I like being able to have the CD booklet and everything that goes with it to keep in my collection. I have burned all my purchases onto disks (in case my computer crashes) but there is something to me that is so satisfying about actually touching the booklet and seeing who the bands thanked and what gear they use. Besides if and when I get to meet a band, what am I going to say? "Uh, can you sign my burned cd or ipod?" 90% of what is on my iPod came from my own CD collection.

Since I don't listen to the radio at all, I asked not to get an iTunes certificate for Christmas. Of course I did, so I had to ask for suggestions of songs from all the music forums I'm on. I managed to get down to $15 on the certificate. But yeah, tangent off topic.
Posted by Principissa on 2008-01-08:
Gothic, what I do is, burn the cd's for my back up library and then find really cool pics of them on the internet and put that in the case. Sometimes the pictures you get in the cd's themselves aren't that great but the cover art is awesome! It also saves me a lot of money, and I get to choose the pictures I want for every album! Sorry, that's my dork coming out.
Posted by GothicSmurf on 2008-01-08:
That's a good idea. I just tend to know or meet most of the bands I listen to anyway- IMHO, it makes more sense for me to pick up the CD so that my son can see the pictures of the people that were just jamming out to the guitar in our living room. Or when his friends come over, he can show them the picture in the CD case along with the picture of him with them. It's just less time and effort for me.
Posted by Anonymous on 2008-01-08:
GS,a groupie? LOL

back in the day we had these girls hanging outside our practice garage while we played our god awful punk music for all to enjoy.
Posted by GothicSmurf on 2008-01-08:
Nope, I'm so cool rock stars are MY groupies!

Actually I used to work in the music industry (still do a bit too- booking promoting management). So when a friends band comes to town my son and I usually hang out (and play soccer) on the tour buses. Then we get to meet the other bands playing and we become friends with them. And so on and so forth... If time allows, they come back to my place for the night for laundry, BBQ and a good nights sleep.
Posted by Anonymous on 2008-01-08:
sounds cool. tour busses,WOW we never had one of those,just a crappy van we all piled into.LOL
Posted by GothicSmurf on 2008-01-08:
It's kind of cool watching bands that started out in crappy tour vans and loading their own gear to seeing them in the Tour RV's with a driver, then finally to the buses with a driver and roadies. Even though I'm not in a band anymore, it's really cool to stand by your friends as they achieve their dreams- over and over.
Posted by Anonymous on 2008-01-08:
Back in the day I use to party with Wayne Coyne...okay, actually I tagged along with my x-wife's sister who was Coyne's friend. That was pretty cool to follow them on their way to semi-fame... Yet I felt a bit ill when I heard one their songs on a tv commercial. Good times.
Posted by Anonymous on 2008-01-08:
I hear ya.I follow my local scene,and before my daughter was born would throw the after parties at my house.

There is only one band in my hometown that is still playing gigs.They started in like 1984,the band is called Y.A.P.O or Young and Pissed Off(but of course now they are OLD,so the name doesnt make much sense anymore)

I did see a few of their live videos on youtube
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Cancelled Napster over 2 months ago
Posted by Rstaples on 12/20/2007
I Cancelled Napster over 2 Months ago. They are still billing my mother's VISA card $9.95 a month. I thought they were a respectful company. I guessed wrong, plus I couldn't even burn one song.

I want my mother money back that you keep charging her Visa card, it's only fair.
     
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Posted by Principissa on 2007-12-20:
Do you have any proof that you canceled? If you do I would suggest sending that in. You should also have your mother call up her credit card company and dispute the charges.
Posted by rstaples on 2007-12-20:
I quit Napster over 2 months ago, And you people are still charging my Mother's VISA CARD, $9.95 A MONTH ARE YOU GOING TO SEND HER MONEY BACK TO:
[removed]
Posted by MRM on 2007-12-20:
You will need to remove your home address, immediately, to prevent identity theft. There are alot of crazy people coming to this site and reading this. No offense to the crazy people who frequent this site.
Posted by jktshff1 on 2007-12-20:
tell your mommy to dispute the charges and use your own money.
Posted by jktshff1 on 2007-12-20:
btw, pay her back yourself and take it up with Napster.
Keep paying her back until YOU get the problem solved.
Posted by tander on 2007-12-20:
Did you know even though you pay for like Bearshare or Morpheus, not all songs are free, you still have to pay extra for most of the songs your looking for, don't know if Napster is like that. I believe your paying to take away the ads. Also don't use Morpheus, they are the worst and you WILL end up with viruses from using there program.
Posted by GothicSmurf on 2007-12-21:
Napster, I just can't quit you!

I suggest buying the albums direct from the artist. That is where they make most of their money is on merch an sales of their CD's direct.
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