I have purchased many of these games since 2003, especially during the hot streak in August and September 2004. Considering how that season turned out, I'm really happy to have those. After the Red Sox signed Daisuke Matsuzaka, I went back and purchased, downloaded and burned two of his three WBC starts to CD-R.
I planned on watching them before the season began, but I never got around to it until a couple of days ago. When I pop one of the discs into my laptop, it tries to acquire a license in order to play the video. You have to log into your MLB account, so that only the actual purchaser of the game can watch it.
Instead of a log-in screen, however, I was directed to a page at MLB.com that no longer exists. The screen looked like this:
I am unable to log in and unable to watch the video file which MLB sold to me for $3.95. My only option is to click the "cancel" button. I tried a few other discs, but whether they were from 2003 or 2006, I got the same dead webpage.
On Wednesday evening, I called MLB customer service. It is wise to always keep this number handy: 1-866-800-1275. I have tried to watch MLB-TV twice this season and have had problems both times. The first time, MLB had no record of my order (though they had no problem charging my credit card); the second time, I got the white screen that asked for credit card info, but submitting that info has never worked in three years. When my TV switched from the Royals feed to NESN, I hung up. (I was trying to see if MLBTV was showing NESN.)
The Wednesday night recording told me that MLB was "experiencing an extremely high call volume" and that if my call required immediate attention, to please hang up and try calling again. Otherwise, I could send them an email and they promised they would respond within 48 hours.
Hang up and call again? Are you fucking kidding me? I've heard that some companies monitor people on hold and if someone sounds really pissed off, they sometimes move that person to the head of the line. So I let fly with my true feelings about the Commissioner's office -- yelling at the recording assuring me that MLB cares so much about me -- but I guess no one was listening. I finally gave up.
I tried again on Thursday morning. The same message about a lot of calls and emailing was there, but this time I was told to wait and my call would be answered in the order it was received. After seven minutes, MLB disconnected me. I called back. Waited on hold for six minutes. Got disconnected. Called back. Six minute wait. Disconnected. Called back. Six minute wait. Disconnected.
It seems obvious that MLB will disconnect any caller that remains on hold for more than six minutes. At that point, you have two choices: call back and go through the same thing again. Or give up and go away. Clearly, MLB hopes you choose Option #2.
After being disconnected four times in less than 20 minutes, I figured I would send an email and await that brisk response. I sent this:
I have tried calling customer service, but it keeps hanging up on me after six minutes. This has happened four times this morning. It is always at the six minute mark. You really ought to fix that problem.I sent that email at 12:55 pm on Thursday. We'll see when (or if) I get a response.
I'll try emailing, which seems like a joke.
I have downloaded a number of games from the last four seasons -- many from the 2004 Red Sox season -- including the World Baseball Classic.
However, when I now go to watch any of them and the disc is busy getting the appropriate license to get the video to play, it directs me to an MLB webpage that no longer exists. There is nothing I can do at that point.
Did MLB actually delete the web page that is essential to fans being able to watch games they have paid for?
Please give me specific information that can enable me to watch the many games for which I have paid MLB.
P.S. I expect a response within 24-48 hours, as promised in your phone recording. (However, I am not hopeful. Emails I sent regarding Gameday Audio back in 2003 were never acknowledged.)
MLB has always kept its page for buying and downloading games somewhat hidden for some reason, but I have it bookmarked. The webpage has this message:
As part of MLB's continued desires to improve customer experiences, the Digital Download Service is going through an extensive upgrade. We appreciate your support and ask you to check back soon to view this improved section.I have no idea how long this page has been up, how long MLB has been telling fans to "check back soon". Could this be the source of the problem?
Will MLB resurrect the page at some future date and thus allow the thousands of fans who have purchased games to actually be able to watch them again? Or has MLB stolen our money and the games we purchased are long gone? Are my CD-Rs nothing more than coasters?
Naturally, the log-in page should have never been deleted in the first place. A five-year-old would know that. But Selig's crew isn't that bright.
I'll keep you posted on what I find out. (Has anyone else experienced this problem?)