MSN Music Customer Service

So – I was searching out some new music on MSN Music today with WMP10.  I did a quick search for Smile Empty Soul, and of course found the album right away.  The problem is that what I got was sort of like some search results.  It had two albums displayed near the bottom with identical images and I (incorrectly) assumed that it was a duplicate search result.  I quickly clicked the first one, skimmed over the album details to ensure it was what I wanted and clicked the “Buy Album” button.

The problem is that the one I bought is the edited version.  I realize now that the first one I saw which I thought was a duplicate was the one with the explicit lyrics.

While I was really irritated with myself for failing to notice the difference, I was also iriitated with MSN Music for not marking the album more clearly as being an edited version.  I’m not one who usually has great luck with customer service, but I figured it was at least worth filing my complaint.  On clicking around for a minute or two, I found an option to chat with the MSN Music support folks.  Feeling brave, I gave it a shot.

I filled out a short form explaining my problem and click the “Chat” button.  In about 4 seconds, I was connected with a support rep named Sha-Sha.  She echoed my beef back to me to be sure she understood.  Once I confirmed that she had it right, she had me wait while she updated the support ticket with my issue and sent to their content team.  To my utter amazement, she then told me she had credited my account the 8.91 the album had cost me so I could go buy the new one.

The whole process took less than 5 minutes!  Maybe I should not be so surprised.  Maybe all support and customer service should all be this good, but the fact of the matter is that it’s not.  In my opinion, MSN Music’s support is top notch!

Congrats on doing a fantastic job MSN!

BTW, Breaking Benjamin just showed up on MSN in the last few days.  If you like Good Charlotte and Three Days Grace, definitely check these guys out!