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 **!! 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".
HIGGANUM, CONNECTICUT -- I joined Napster about a year ago. Upon 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 received 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 received 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 forward 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.
Surprise, surprise, 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 request and charged me anyway. Napster is a scam in my opinion, stay clear of their company at all costs.
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 website and refers me to email@example.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 website, 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!
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.
I tried the free trial with Napster. I went online to cancel and they told me that I was a Napster light 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 re-enact 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.
The only way to cancel your actual subscription, not a free trial or lite service, but a paying subscription is to call their 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!
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.
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.
WILMINGTON, ILLINOIS -- 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.