Earlier today, I emailed MLB customer support because I had a question regarding my MLB.TV subscription. I had done this because when I called the customer-service phone number, the person on the other end of the line had such a thick accent that I could literally not understand a thing he was saying.
So that's step 1, MLB: get people on your phone lines that customers can understand. Yes, even if it costs a little more. You're a $9 billion business. You can afford it.
But step 2 comes in the wake of the auto-response email I received. The first alarming thing was the subject line of the response:
"Incident"? What is this, a traffic citation? The subject line tells me absolutely nothing about the issue I emailed about -- looks like it's just a combination of today's date and how many emails they've received today -- and, for many email clients, is an invitation to ship that email to spam. Then there's the body of the email:
"Valued User"? Now, does that make you feel valued? It makes me feel like I'm a fake user name someone made up for MLB.com. Perhaps "Dear Baseball Fan" might be a bit more friendly? And then I read this sentence:
What does that even mean? It's a nonsense phrase. Please be advised... what, exactly? Also, I didn't cancel, so that's irrelevant.
MLB has a long way to go to become more customer-friendly in a lot of ways. Here's one where they could start. Rob Manfred, you ought to get someone on your team to help design more consumer-friendly autoresponse emails and get people you can actually understand on the help line.