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Thread: Ice Network

  1. #16
    Down With It
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    It's all relative, really.

    Remember the doom and gloom back in 2004(?) when GP coverage left ABC and went to ESPN? And even when ABC had it, all the griping from fans when they cut out certain skaters?

    I'm sure many skating fans would love to have that ESPN coverage looking at where we are now.


    ________________

    Reluctantly, I've decided to stick it out with IN as it seems to still be the only way to watch US Nationals outside of the limited weekend coverage we get from NBC. I understand the situation that IN is in, but I think they could have been more upfront about it instead of trying their best to disguise it. They *may* have been able to drum up more support that way...

  2. #17
    Wicked Yankee Girl dorispulaski's Avatar
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    R.D., good to hear from you.

    I do remember the gloom, and yes those were the days for sure, looking back.

    OTOH, having the ISU put up all the Junior Grand Prix on youtube is not a bad thing. Back then we were lucky to get any junior coverage at all.

  3. #18
    Rinkside
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    A month or so ago, US Figure Skating members received an email stating that US Figure Skating's members would receive a $20 discount on their icenetwork.com Season Pass. Members were notified that subscriptions were only $19.95. With the cost of figure skating being so expensive, I'm sure every US Figure Skating member appreciated hearing the news of the $20 off.

    There was a note at the bottom of the email that stated the following:

    "*If you are a current U.S. Figure Skating member and you are auto-renewed at the full price of $39.95, we apologize in advance for the inconvenience. Please call icenetwork.com Customer Service at 866.464.8499 and they will verify your membership status and refund $20 to your credit card."

    Sounds quick and easy, correct? WRONG!

    A couple weeks ago, I called US Figure Skating and also icenetwork's Customer Service department and explained that the email associated with my icenetwork.com account was different than the email associated with my US Figure Skating membership. I was told (after calling three times and being put on hold twice ) that all was taken care of and that I'd be only charged $19.95 when my auto-renew came up. That did not happen.

    Last week, as I checked my bank balance, I noticed I was automatically charged $39.95, so I called icenetwork's customer service to take care of the problem. Getting $20 credited back to my debit card should have been quick and easy, but instead, I was put on hold and transferred from person to person and "account specialists" for a total of three hours! I had to call icenetwork back three or four times since I was put on hold so long that I thought I'd been forgotten.

    When I finally actually spoke to a real person, each icenetwork.com representative I spoke with said they were not authorized to grant my $20 refund, and wanted proof and more proof I was really a US Figure Skating member. Even with the proof, I was told they could not do anything to grant my refund, but could transfer me to someone who could do more than they could do. I kept getting transferred and being put on hold. I kept being told only an "account specialist" with more seniority could help me. The senior account specialist told me only the corporate office could grant a refund. A supervisor finally told me she was sorry that I'd been put through so much red tape. It was a completely wasted afternoon!

    I ended up ringing up more than $30 of minutes on my cell phone all for a silly $20! I believe after all this hassle, I deserve a complete refund for the entire $39.95.

    This type of customer service is unacceptable in my opinion. I hope US Figure Skating will consider improving their members's icenetwork.com experience.

    Icenetwork's videos deserve a lot of stars, but the billing customer service does not even deserve one star in my opinion.

  4. #19
    At the rink. Again. mskater93's Avatar
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    US Figureskating doesn't own/control IN, unfortunately (or fortunately). It is owned and managed through Major League Baseball (yep, you read that right)...

  5. #20
    and... World Peace! Tonichelle's Avatar
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    Quote Originally Posted by mskater93 View Post
    US Figureskating doesn't own/control IN, unfortunately (or fortunately). It is owned and managed through Major League Baseball (yep, you read that right)...
    This always boggles my mind, that somehow USFSA should not be held responsible for these mishaps. They have been working with this company to get icenetwork up and running. They partner with them. If they don't want to have a negative view on them you'd think they'd be up IN's butt. But they always just say "well, they don't work *for* us."

    I haven't used IN since they over charged me and never refunded THEIR mistake.

  6. #21
    Custom Title Mathman's Avatar
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    Welcome, joannskater. Thanks for joining us!

    Quote Originally Posted by joannskater
    I kept being told only an "account specialist" with more seniority could help me. The senior account specialist told me only the corporate office could grant a refund...
    Tell them,"OK, since you are the monkey, can I speak to the organ grinder, please?"

  7. #22
    and... World Peace! Tonichelle's Avatar
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    Quote Originally Posted by Mathman View Post
    Welcome, joannskater. Thanks for joining us!



    Tell them,"OK, since you are the monkey, can I speak to the organ grinder, please?"
    I always do that when I have an issue - I want to talk to someone who can actually help and who I don't feel bad getting angry at.

    But they, too, don't have to actually honor what they say. It's just stupid all the way around. (one more reason disney's won out lately for my monies... they have the best customer service!)

  8. #23
    Wicked Yankee Girl dorispulaski's Avatar
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    Mr. Ski always asks, "Are you the person who can say Yes?" The person always asks what he means. He then explains that he does not want to waste the person's time if they are only authorized to say NO, and could he please speak to someone who can say Yes?" Almost every time this routine gets a laugh and an immediate transfer to the person's boss.

  9. #24
    At the rink. Again. mskater93's Avatar
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    Quote Originally Posted by Tonichelle View Post
    This always boggles my mind, that somehow USFSA should not be held responsible for these mishaps. They have been working with this company to get icenetwork up and running. They partner with them. If they don't want to have a negative view on them you'd think they'd be up IN's butt. But they always just say "well, they don't work *for* us."

    I haven't used IN since they over charged me and never refunded THEIR mistake.
    I just think the whole arrangement is odd and it seems to be a very poorly run organization from a customer service perspective. I don't have issues if I call Colorado Springs for a question - they transfer me to someone who can answer it and are very professional about it, but IN customer service is like calling your CC company in the Capital One ads ("Hello, this is Peggy, how can I help you?")

  10. #25
    and... World Peace! Tonichelle's Avatar
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    I LOVE the Discover card Peggy commercials.

    I still think, though, that the USFSA is not to be held blameless - it might not be "their" people, but they've allowed their name to be put on the brand, so they aren't to be held to a different standard IMO... Maybe if enough folks got up the USFSA's butt about it we'd actually see something be done about this stupidity...

  11. #26
    At the rink. Again. mskater93's Avatar
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    The adult skating community was up the USFS's butt about the quality of videos (and a number of missing skaters from events!!) from ANs but nothing was done about it, as it wasn't IN's fault, but the video company (who holds and exclusive contract with USFS)

  12. #27
    Tripping on the Podium
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    So far all I can say is that IceNetwork really sucks. They keep telling me my password is invalid, but when I use the new password that they send me, they say that it's also invalid.

    When I call on the phone they tell me they are having "technical" problems and disconnect me. :(

    They didn't waste any time charging my credit card, though!

    I read the title of this thread and laugh. I now wish I hadn't "supported them!"
    Last edited by Olderbear; 08-29-2012 at 12:40 PM. Reason: misspelling

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