Industry: Other
Annoyed By: League USA
My story is only justified by reading the email exchange which I have posted below... this exchange took place after almost 7 hours of repeated attempts to get their customer service to respond to an urgent issue I was having. This is not the first time I have had issues with them, but it will be the last. I am done with Leagues USA - anyone considering using them, FYI, as soon as they sign you up, they no longer care!!!!
EMAIL EXCHANGE
From: Revolution Athletics [mailto:info@revolutionathletics.org]
Sent: Wednesday, August 05, 2009 8:50 AM
To: Charlie Mandt
Subject:
Charlie, I can't get this to do all the games, it keeps leaving off 3 of them. Can you call me and help me when you get in?
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From: Charlie Mandt [mailto:charlie@leagueusa.com]
Sent: Friday, August 07, 2009 2:39 PM
To: 'Revolution Athletics'
Subject: RE: 2009 Copa de Calle
Deevo,
I opened up the tournament schedule that you sent me. It says you don't have enough timeslots to schedule all games. See screenshot below.
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From: Revolution Athletics [mailto:info@revolutionathletics.org]
Sent: Friday, August 07, 2009 2:42 PM
To: 'Charlie Mandt'
Subject: RE: 2009 Copa de Calle
That is an old one that I sent two days ago. I asked you to call me now like 6 times.
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From: Charlie Mandt [mailto:charlie@leagueusa.com]
Sent: Friday, August 07, 2009 3:42 PM
To: 'Revolution Athletics'
Subject: RE: 2009 Copa de Calle
Please describe the problem in an email.
Thanks,
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From: "Revolution Athletics"
Date: Fri, 7 Aug 2009 17:02:21 -0400
To: 'Charlie Mandt'<charlie@leagueusa.com>
Subject: RE: 2009 Copa de Calle
Really Charlie, that's the best support you can offer me? I called like 6-10 times and left as many messages and maybe more emails and you ask me to email you the issue. Nice.
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From: Charlie Mandt - LeagueUSA [mailto:charlie@leagueusa.com]
Sent: Friday, August 07, 2009 5:15 PM
To: Revolution Athletics
Subject: Re: 2009 Copa de Calle
Yes
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From: "Revolution Athletics"
Date: Fri, 7 Aug 2009 17:55:21
To: 'Charlie Mandt'<charlie@leagueusa.com>
Subject: RE: 2009 Copa de Calle
So let me get this straight…
• I called you at 9:00 am to your customer service 800 number and leave a message per instructions your office opens at 9:00. No reply.
• I call repeatedly over the course of the next three hours, even calling the server hotline number and leave a message indicating that it is an urgent message and to please have someone call me. No reply
• I email repeatedly to both your help desk email and you starting at 8:00 am – up until your first response around 3:00 pm today, and in each instance I stress the urgency of my call and request that someone call me.
• Finally, when you do respond its via a half hearted email that gives me some equally half hearted response about scheduling as if I know nothing about the software and haven't been using it for over three years now – when all of my messages indicated I was getting multiple errors, some of which you saw with me first hand two days ago and that only a telephone call would be beneficial.
• I respond again to call me that the errors are multiple and need to be discussed over the phone – I even try calling again. No answer.
• You respond again with another apathetic email that does not address my situation.
• I question the veracity and functionality of your response and you retort w a single "yes" – still no call
• All of this after I emailed help desk two days ago w the initial errors and you reply today indirectly only bc of all my other requests that you haven't had time to look at my email yet?
• So here I am at 7:40 pm, almost 12 hours after I initially contacted you and still I am left helplessly unresolved. I have a tournament tomorrow that I needed to publish a schedule at noon for today – of which I informed you of this throughout the day – hence my urgency, and yet nobody bothered to call me back as requested ALL day.
• Consequently, I was forced to manually create a schedule using excel and then manually plug into your software for a tournament tomorrow that took me several hours to complete, missing my promised deadline to the participants.
• So this is how you deal with customer service for a client that has purchased three websites through you, two software packages?
