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Barbara Lombardo of Saratoga Springs, NY, is a journalism adjunct at University at Albany and retired executive editor of The Saratogian, The Record and the Community News. Follow her on Twitter @Barb_Lombardo.

Friday, August 28, 2015

Hard to be a good sport trying to update ESPN subscription

My husband doesn’t ask for much. Just ask him. When he asked me update his credit card info for his subscription, I was glad invest the minute it would take.

That was more than 20 minutes ago.

The window into which I input the new expiration date would not fully display and offered no visible way to submit the information. I tried three times, on the iPad and the laptop.

No problem. The customer service link anticipates the problems under its FAQs and provided this helpful information: “If you are having trouble adding new billing information, please call ESPN Customer Care at 888-549-3776 (ESPN) for assistance.” 

Unfortunately, that number answers with a multitude of choices, none of them remotely relevant:

“Thanks for calling espn customer care. Please listen to this new, brief (yes, it really says brief) message. If you need new help with you new ESPN name or password , press one. If you are calling from outside the continental United States or Hawaii, press 2. If you are calling about Espn/fantasy sports, mobile or espn 3, press something else I didn’t catch. If you are calling about espn radio or TV, press whatever the heck you want, it won’t matter, if you’re calling about the espn network, call someone who cares. To repeat these options, press star.

After more than five minutes of repeating these options, a recorded voice said: Enough already, you win, we’ll connect to a real, live person eventually if not sooner. Two minutes later, Mr. Recording said, Thanks for your patience. A representative will be with you shortly. Two minutes later, he said: Sorry for the delay. We’ll be with you shortly.

Twenty-one minutes later, I hung up. 

I just sent an email to customer service, which automatically promised a quick reply. I automatically doubt it. The quick reply said:

Dear Barbara,

Thank you for contacting ESPN Customer Care.  We will respond
to your email promptly.  If your issue requires immediate attention, please
contact us at 888-549-3776.  We are open 8:00 a.m. to 1:00 a.m. ET, seven days a
Does espn wants us as a customer or not?


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