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Web Listeners Want Their MLB
Written by wrigleyville   
Wednesday, 22 April 2009
Robert J. Elisberg does a nice job at the Huffington Post of exposing Major League Baseball's customer relations savvy in handling technical issues around their Gameday audio service.

In short, it has sucked:

Two weeks ago, I wrote about a bizarre screw-up by Major League Baseball, which changed its Gameday Audio service on Opening Day, thereby rendering it unusable for nearly all broadcasts online. It should have been a one-day story, mind you. But apparently even Congress-exempted monopolies can compound their mistakes. Because what has happened next is a remarkable textbook study of corporate tone-deafness.

You see, for two weeks, subscribers are still unable to get the National Pastime.
Yet while fans on the MLB.com forum are exploding with outrage, tech support keeps explaining that things are fine. Or suggests that users change the host proxy on their computer. (Which tends to contradict the concept that "things are fine.")

I'm not clear on the technical issues involved or who is at fault, as I don't use the service. But this is the kind of response folks are getting from MLB:

At times, however, it's gotten a bit humorous, albeit in an "Alice in Wonderland" way. For example, one of the suggestions that "MLBsupport" keeps giving is - "Tell the IM department at your company to try changing its firewall and security settings and see if that works."

Heh. MLB is suggesting people call their IT guys to let them know they are violating company policy by listening to games at work. Shrewd.


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