Selected Correspondence #1

My following email correspondence with BMG Music Service took place between Dec. 9, 2006 and Feb. 8, 2007:

Last night (12/8/06) I ordered several CDs from you, expecting to get free shipping, as per your special offer. Before I had a chance to input the special offer code (D602), my order was automatically processed.... Please correct the billing of my order to reflect the free shipping. Thank you.

* * *

To: Mr Eric Estrin Account 8692360053

We'd like to share some information with you.
Shipping and Handling discounts are applied to music purchases only.
This offer does not apply to previously placed orders, BMG Store Merchandise, Videos, bonus or free product, and other specially priced
items such as boxed sets, gift certificates, sales exempt/restricted and clearance selections.
Your understanding is appreciated.
Your Friends at BMG Music Service

* * *

I would like the free shipping offer to apply to my order placed during the special promotion. I am not referring to a previously placed order. You made the offer; I accepted it, but it didn't register on my order. As a longtime member, I know I can count on you to correct this mistake.
Thank you,
Eric Estrin

* * *

To: Mr Eric Estrin Account 8692360053

Thank you for contacting us about charges on your account. Listed below for each selection in question is the base price, plus shipping & handling and any applicable sales tax.

> > > > BASE PR S/H TAX TOTAL
> > > > D1626498 EXTREME BEHAVIOR 6.64 0.00 0.55 $ 7.19
> > > > D1042225 PARANOID 6.64 0.00 0.55 7.19
> > > > D1653989 SWEET ESCAPE (PREM 12.98 2.79 1.30 17.07
> > > > D1652734 FEVER YOU CAN'T SW 15.98 2.79 1.55 20.32
> > > > D1652890 TAKING THE (PREMIU 13.98 2.79 1.38 18.15
> > > > D1626522 ALL THE RIGHT REAS 6.64 0.00 0.55 7.19
> > > > D1117928 STEPHEN STILLS 6.64 0.00 0.55 7.19
TOTAL FOR ABOVE SELECTIONS $ 84.30

As the billing indicated, the total charge is $84.30.
The selections D1653989, D1652734, and D1652890 are Premium Titles and are sales exempt.

One Day Sale Shipping and Handling discounts are applied to music purchases only. This offer does not apply to previously placed orders,
Featured Selections, BMG Store Merchandise, Videos, sales exempt product, bonus or free product and other specially priced items such as boxed sets, gift certificates, and clearance selections. Your discount is reflected in MyCart when the order is submitted.

Your understanding is appreciated.

Your Friends at BMG Music Service

* * *

Sirs,
The amount you charged my credit card ($95.51) is greater than the amount you say I owe ($84.30).
Futhermore, you say that certain purchases were not included in your special offer, but I was not notified of that when I made the purchase.
Furthermore, I just tried to look at my purchase order online and found that you have deleted my access to previous purchase records.
Therefore, I am asking my credit card company to stop payment on my order.
Please hire a bookeeper and get back to me when you have things sorted out.
Also, please cancel my subscription.
Sincerely,
Eric Estrin

* * *

To: Mr Eric Estrin Account 8692360053
Thank you for contacting us about charges on your account. Listed below for each selection in question is the base price, plus shipping &
handling and any applicable sales tax.
> > > BASE PR S/H TAX TOTAL
> > > D1626498 EXTREME BEHAVIOR 6.64 0.00 0.55 $ 7.19
> > > D1042225 PARANOID 6.64 0.00 0.55 7.19
> > > D1653989 SWEET ESCAPE (PREM 12.98 2.79 1.30 17.07
> > > D1652734 FEVER YOU CAN'T SW 15.98 2.79 1.55 20.32
> > > D1652890 TAKING THE (PREMIU 13.98 2.79 1.38 18.15
> > > D1626522 ALL THE RIGHT REAS 6.64 0.00 0.55 7.19
> > > D1117928 STEPHEN STILLS 6.64 0.00 0.55 7.19
> > > D1314772 SURFING WITH-REMAS 0.00 2.79 0.23 3.02
> > > D1489756 BLUES GUITAR-MILLE 0.00 2.79 0.23 3.02
> > > D1509926 IMA ROBOT 1.99 2.79 0.39 5.17

TOTAL FOR ABOVE SELECTIONS $ 95.51

As the billing indicated, the total charge is $95.51.
Your membership in BMG Music Service has been canceled as you requested.
The balance due on your closed account is $0.00.
Thank you for choosing BMG Music Service.

* * *

Thank you for your response.
Based on your information, I calculate that you have overcharged me $18.25 -- the cost of shipping on four items, plus sales tax on the shipping charge.
Again, the sale you advertised stated there would be no S/H charges on all CDs ordered that day.
I will authorize payment of 77.26 through my credit card.
Thank you for canceling my account.

* * *

To: Mr Eric Estrin Account 8692360053

Thank you for contacting us about charges on your account. Listed below are the selections which did not qualify for the Free shipping
and handling promotion:

> > BASE PR S/H TAX TOTAL
> > D1653989 SWEET ESCAPE (PREM 12.98 2.79 1.30 $ 17.07
> > D1652734 FEVER YOU CAN'T SW 15.98 2.79 1.55 20.32
> > D1652890 TAKING THE (PREMIU 13.98 2.79 1.38 18.15
> > D1509926 IMA ROBOT 1.99 2.79 0.39 5.17
TOTAL FOR ABOVE SELECTIONS $ 60.71

One Day Sale Shipping and Handling discounts do not apply to Featured Selections, BMG Store Merchandise, Videos, sales exempt product, bonus or free product and other specially priced items such as boxed sets, gift certificates, and clearance selections. Your discount is reflected in MyCart when the order is submitted.
Your understanding is appreciated.
Your Friends at BMG Music Service

* * *

Dear "Friends at BMG,"
On your last email, you included six selections that you claimed did not qualify for the free shipping and handling promotion. On this email you list only four such selections. Which is it? When I ordered the CDs, I did not see anything saying there were certain selections that didn't qualify. Was that notice displayed prominently onscreen? Which screen? It would be helpful to me and VISA if you could send a copy of this notice as it appeared on the promotion.
Thank you,
Your friend in Oak Park

* * *

To: Mr Eric Estrin Account 8692360053

Thank you for contacting us about our Premium Titles. Premium Titles are a collection of today's music and classic hits, including albums
previously unavailable in the Club.

The Premium Titles are available on our website for credit card purchase only. They are not available as bonus or free selections or
free with Music Points and cannot qualify you to receive sale or free selections.

To view a complete listing of our Premium Titles, please visit our website... and click on the Premium Titles link on your homepage.

Thank you for shopping with BMG Music Service.
Your Friends at BMG Music Service

* * *

To: BMG Music Service

I asked you to cancel my subscription to your service, and you responded that my membership had indeed been canceled. (Scroll down to previous messages to see our correspondence.) So why am I still getting annoying emails from you touting offers that, I now realize, come with hidden fees and strings attached? I no longer wish to hear from you beyond one last response, informing me that you are removing my name from your membership rolls and your database forever.
Sincerely,
Eric Estrin

* * *

To: Mr Eric Estrin Account 8692360053

We are sorry to learn that you do not want to continue your membership in BMG Music Service. Please be assured your account has been
canceled.

It's possible that a recent Club announcement is being prepared. If you should receive such an email, please disregard it.

On behalf of our club, I hope you've enjoyed your membership. We hope to have the pleasure of serving you again in the future.

Your Friends at BMG Music Service


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