WebSurfer Pro / ZipLink Billing Fiasco
By David R Beatson (March 12, 2000)
Hi, Well as some of you may recall, back in the January 2nd edition of Net4TV Voice, I wrote a review of the WebSurfer Pro. I had purchased the unit at my local CompUSA for $199.00. Well after keeping it for four days I was very unhappy with the service, and decided to return the box. I paid a 15% re-stocking fee to CompUSA.
My real trouble didn't begin until three weeks ago, two full months after I had returned the WebSurfer Pro. ZipLink had suddenly charged my credit card for WebSurfer Pro service. I was charged $31.83. This didn't make sense to me since the monthly service fee is supposed to be $24.95 and the "Bring your own ISP plan" is supposed to be $14.95. In NY where I live there is no sales tax on Internet access, so I was stumped at this strange amount. When I called the folks at ZipLink they told me the charge was access fees for using their local number to access the WebSurfer Pro service. They couldn't give me any dates of service, all they told me was that when I bought the WebSurfer Pro I must of signed up for a local access number through ZipLink.
Here is how the WebSurfer Pro sign-up procedure works. When you first set-up the unit and connect to the registration server it prompts you for an activation code. There are two codes you can choose from. With the first option you pay $24.95 per month and they assign you a local access number through one of their "partner providers". Or you can pay $14.95 and use a "Bring your own ISP plan". I found the process a bit confusing; I think the WebTV sign-up process is a lot simpler and straightforward. But anyway the two service plans are outlined on a sheet of paper included in the packing materials that come with the unit. On this sheet are the two 5-digit activation codes and a description of each plan.
At the time I had a Mindspring account, for my Dishplayer. I wanted to use the same account, so I entered in the 5-digit code for the "Bring your own ISP plan". I know I entered in the right code because afterwards the registration page prompted me to enter in all the settings supplied to me, by my ISP. So by doing this I signed up for access with Mindspring the provider I had already been using for 4 months and I never signed up with ZipLink.
After seeing the charge on my credit card I called ZipLink. They provided me with very little information about what I was being charged for, which was very frustrating. However they gave me a case number and told me they would do an investigation and get back to me within 4 business days. Well after 4 business days passed I called them back. Now they told me they where still looking into it and would call me back the next day. So I waited 2 days no call, I called them back and they again told me they where still looking into it, and they would call me back by the end of the day. No call came that day or the next.
I went through this process of calling and getting nowhere for two weeks. I was told on 3 separate occasions that someone would call me back by the end of the day, not once did they do this. I finally had it. I called ZipLink and told them if there was no resolution today, I was going to file a complaint with the credit card company and the New York State Attorney Generals Office. It's a real funny because 3 hours later a supervisor from ZipLink called me and said they where issuing the credit. Well 6 days later the credit is still not on my account. So I will be filling my complaints come Monday.
I only realized all this was happening because the credit card I used is for my business and I get a fax every morning with all the previous days transactions on it. As of my fax on March 12th, 2000 still no credit. Well we all know WebTV's customer service is lacking, but so is the competition's. If you have a WebSurfer Pro and have had any billing problems drop me an e-mail and let me know what happened. The address is billing@pdmedia.net. I will keep you all posted on how my situation works out.
Click here to go to Net4TV Voice and view the original publishing of this article.
