Netzero.com RIP-OFF - Tech Support Charges Exorbitant - incompetent inept ridiculous Westlake Village, California & New York, New York

After a year of my Nezero membership, I "suddenly" was unable to access the internet. I made several attempts via the connection wizard to fix the problem, but to no avail. The online tech support information was not helpful. I was then inclined to call the 900 number for tech support with the understanding that I would be charged $1.95 per minute or $14.95 per call.

The tech support received did not resolve my problem. It was discovered during the two phone calls I had to make that Netzero discontinued the use of the telephone number my computer was dialing. Even after the new number was entered into the connection wizard, I still could not get online. It was obvious to me that the tech support representative was not certain that what he was telling me to change in my internet settings would work. He said after both conversations, "if this doesn't work, call back". At the end of the second call I had to make, I indicated that I wasn't satisfied with the service I received. His adise to me was to email techcharge@netzero.support.com to contest the tech charges that would appear on my phone bill. (this was a waste of time)

I did contact techcharge@netzero.support.com, but to no avail. I voluntarily agreed to pay for the first call for $11.70, but not the second call for $19.50, and gave them the reasons: 1) I did not receive a solution to my problem; and 2) Netzero failed to contact its customers regarding the discontinued phone number. I asked techcharge@netzero.support.com why Netzero customers were not contacted via an email beforehand, and stated that I was not willing to pay for techsupport that did not resolve my problem.

Responses so far to several emails back to them have included the following:

1) After careful review, it was determined that proper troubleshooting steps were followed in an appropriate and timely manner. As a result, the support fee for this incident is not refundable.

2) Our staff has re-examined your complaint and determined that our original decision regarding reimbursement of your technical support calls was correct, and that decision is now considered final. Your account has been settled fairly and accurately in accordance with NetZero's billing policy, as clearly outlined
in our Terms and Conditions.

3) Our decision regardng reimbusement for the tech. support charges is correct and the decision is now final.

Notice how not one time did they address the fact that the phone number was discontinued or apologize for the inconvenience that this caused customers. And, its apparent that they think the tech support received was adequate, even though a solution was not evident. I ended up having a friend of mine come over to fix it.

Today, April 20, 2004 I called customer service billing department and spoke to a "supervisor" named Seth. The conversation got very ugly. He wouldn't answer any of my questions that were brought up in the emails to tech support, wouldn't give me the name of the manager in charge of the tech support department, and stated exactly what the emails stated, "Netzero's decision regarding the tech charges will not be removed". However, he did offer to give me a free month of service. I declined.

I have decided to search for a new ISP. Netzero doesn't make the cut.

I would just like to warn anyone considering signing on with Netzero. Exorbitant tech charges, incompetent, inept, ridiculous!

I could not believe it!

Tina
Bentley, Michigan
U.S.A.