Here is my first communication:
I had to re-install Phapsody after re-installing Windows. I purchased several songs but I cannot burn them (I'm getting the rights issue error). I had no trouble burning before so it's not my hardware and I installed the DRM update from Microsoft. When I click on "authorize computer" nothing happens. Deauthorize is still greyed out and "authorize" is still available to choose.
Response:
Thank you for contacting RealNetworks Customer Support.
I understand that you have trouble burning your purchased tracks to CD.
In the new Comcast Rhapsody 3.0, all purchases are final, and no credits or refunds will be issued.
However, all music is downloaded to your computer and then can be burned to a CD. If a CD burn fails, you still have the music on your machine and can attempt the burn again.
To resolve this issue, I recommend you follow this link which will walk you through the process to reburn your purchased tracks:
http://real.custhelp.com/cgi-bin/real.c ... 1115075013
Please reply if you need further assistance regarding this issue.
Thank you,
Amritha
RealNetworks Customer Support
My reply:
I followed all of those steps already and it did not work. The files seemed to be greyed out. I think it's any authorization issue with my PC maybe? When I click on "authorize", shouldn't "deauthorize" become available??
Response:
Dear Joe,
Thank you for contacting RealNetworks Customer Support. I understand that you would like to know more about authorizing and deauthorizing your computer with Rhapsody.
You can also deauthorize your computers by following the steps given in this link:
http://home.real.com/product/help/rhapv ... mputer.htm
Please reply if you need further assistance regarding this issue.
Thank you,
Amritha
RealNetworks Customer Support
My reply: (I did not type this in caps but it came back through to me that way).
CAN I PLEASE GET SOMEONE TO ACTUALLY READ MY DESCRIPTION OF THE PROBLEM AND PROVIDE A RESPONSE OTHER THAN REFERRING ME TO LINKS IN THE HELP DATABASE? I HAVE READ ALL OF THE HELP TOPICS EVEN REMOTELY RELATED TO THE PROBLEM I AM HAVING AND HAVE TRIED ALL OF THE RECOMMENDATIONS CONTAINED IN SAID LINKS. NOTHING HAS WORKED. I AM FULLY CAPABLE OF SEARCHING THE HELP DATABASE.
TO RECAP (IN CASE THE CHAIN OF INFORMATION IS LOST) HERE IS MY PROBLEM:
I HAD TO RE-INSTALL WINDOWS XP PRO AND RHAPSODY
I PURCHASED SEVERAL SONGS.
THESE SONGS WILL NOT ALLOW ME TO BURN TO A CD OR PLAY. THEY ARE GRAYED OUT AND I GET AN ACCESS RIGHTS ERROR WHEN I ATTEMPT TO BURN/PLAY THEM (NOR ANY PREVIOUSLY PURCHASED MUSIC)
I HAVE BURNED PURCHASED SONGS TO A CD BEFORE USING THE HARDWARE I STILL HAVE IN MY SYSTEM (NO HARDWARE ISSUES).
I INSTALLED THE DRM PATCH FROM MICROSOFT AS RECOMMENDED IN HELP.
I DELETED ONE OF THE PURCHASED SONGS AND DOWNLOADED AGAIN AS RECOMMENDED IN HELP. STILL DID NOT ALLOW ME TO BURN/PLAY.
I CLICKED ON "AUTHORIZE COMPUTER" AND IT APPEARS TO NOT WORK (I DO NOT GET AN ERROR). "AUTHORIZE COMPUTER" IS STILL AVAILABLE AS AN OPTION AND "DE-AUTHORIZE COMPUTER" IS GRAYED OUT.
I UNINSTALLED RHAPSODY, REBOOTED AND REINSTALLED RHAPSODY AND REBOOTED. NO CHANGE.
IT APPEARS TO BE AN ISSUE WITH AUTHORIZING MY COMPUTER IN MY OPINION. THIS IS THE ONLY COMPUTER THAT HAS EVER BEEN AUTHORIZED. ONE THING THAT MAY INFLUENCE THE SITUATION IS THAT WHEN I RE-INSTALLED WINDOWS, MICROSOFT HAD TO PROVIDED ME A NEW PRODUCT KEY FOR WINDOWS AS I HAD RE-INSTALLED IT SEVERAL TIMES DURING UPGRADES. THIS MAY OR MAY NOT BE TIED TO DRM. ANY INSIGHT YOU CAN PROVIDE IS APPRECIATED. THANK YOU.
The response:
Dear Joe,
Thank you for contacting RealNetworks Customer Support.
I understand that you are having trouble playing or burning your purchased tracks.
I reviewed your record and seems that this happens when there is an authorization problem of your computer with our Rhapsody server.
To resolve this issue, I have deactivated your computer and to authorize your computer, please follow these steps:
1. Launch Rhapsody Player.
2. Log-in to your account.
3. Choose 'Tools' option.
4. Click on 'Authorize Computer' option.
Please reply if you need further assistance regarding this issue.
Thank you,
Amritha
RealNetworks Customer Support
There was no consideration of what was written or thought put into a solution. They picked out a key word in my response and gave the canned response to a query with that keyword. Right now I'm doubting if they even speak English (note the Indian names). I'm canceling my subscription and I have been a subscriber around the time they started in 9/03. I refuse to support a company that will not make an effort to support me - their "valued" customer.
Subsequently, all of this f'ing around with the DRM stuff, I have lost the rights for a few songs I downloaded in iTunes
However, I think there is a fix for that but I need to try it tonight. 