Roadrunner, Wilson, NC - blocking e-mail from Panda Software / Panda Security - no reply yet to e-mail inquiry to Roadrunner tech support

# 10 for August 20, 2003

Complaints.com received the following consumer message on August 19, 2003:

From:

RE: Roadrunner, Wilson, NC - blocking e-mail from Panda Software / Panda Security - no reply yet to e-mail inquiry to Roadrunner tech support

Email User

Email User

Email User

Email User

COMPLAINTS.COM, PLEASE POST THE FOLLOWING ON YOUR WEB SITE AND SENT COPIES TO THE ABOVE LISTED E-MAILS. VERY POOR SERVICE WITH TIME WARNER ROADRUNNER. THANKS.

August 19, 2003

TO:

Bill Gordon, President

Time Warner RoadRunner

13241 Woodland Park Road

Herndon, VA 20171 FROM:

John Smith

Wilson, NC 27896

Email User RE: PLANETFEEDBACK REFERENCE NUMBER 2058203 Dear Mr. Gordon, I know Internet access can bring untold joys to a household. But, as I've learned recently, Internet service providers can bring much sorrow. Unfortunately, I'm writing to you about the sorrow part -- specifically, the e-mail delivery at Time Warner RoadRunner, which has left me just furious. FOR SOME UNKNOWN REASON, ROADRUNNER HAS BLOCKED E-MAIL FROM PANDA SOFTWARE/PANDA SECURITY. PANDA IS MY ANTIVIRUS PROGRAM AND I HAVE TRIED SEVERAL TIMES TO CONTACT THEIR TECH SUPPORT AND CUSTOMER SERVICE AND WOULD NEVER RECEIVE A REPLY. FINALLY AFTER A WEEK, PANDA CALLED ME BY PHONE AND TOLD ME THAT THEY HAVE BEEN TRYING TO E-MAIL ME BUT EACH TIME THE E-MAIL IS RETURNED TO THEM SAYING THEY ARE BLOCKED FROM SENDING E-MAILS TO MY E-MAIL ADDRESS.

ROADRUNNER IS BLOCKING THEM AND RETURNING THEM TO PANDA. I CALLED ROADRUNNER AND TRIED TO DISCUSS WITH A REP BUT HE SAID THEY CANNOT DO THAT BY PHONE, AND THAT I NEEDED TO E-MAIL THEM AT Email User, I DID THIS AND GOT AN AUTO RESPONSE BACK SAYING AMONG OTHER THINGS THAT THIS SOMETIMES HAPPENS AND THAT THE OTHER PARTY HAS TO CLEAR IT UP. PANDA HAS TRIED BUT CANNOT GET IT CLEARED.

I TRIED E-MAILING SPAMBLOCK SEVERAL MORE TIMES AND ALL ARE IGNORED. I AGAIN CALLED ROADRUNNER THIS AM AND FIRST TALKED TO A LEN WHO IS A SUPERVISOR IN RALEIGH, NC, AND HE SAID HE HAD NO IDEA WHAT TO DO ABOUT THIS PROBLEM. HE THEN TRANSFERRED ME TO MARION IN ONTARIO, CANADA, AND MARION GAVE ME HER SYMPATHY BUT SAID SHE ALSO DOES NOT KNOW WHAT TO DO ABOUT THIS PROBLEM. SAID SHE HAS NO IDEA WHY THEY BLOCKED PANDA SECURITY TECH SUPPORT FROM MY E-MAILS.

SHE SAID SHE COULD NOT TRANSFER ME TO ANYONE ELSE THAT COULD HELP AND COULD OFFER NO ADVICE AT ALL. FINALLY SAID SHE WOULD MAKE SOME CALLS LATER THIS WEEK TO SEE IF ANYTHING COULD BE DONE. NONTHING FIRM OR DEFINITE WAS EVER OFFERED. Because of this, I am fairly sure I will search for another ISP, and I can't in good conscience recommend you to others. How can you make it up to me? I'm glad you asked. I WANT ROAD RUNNER TO UNBLOCK E-MAILS COMING TO ME FROM PANDA SOFTWARE/PANDA SECURITY. I ALSO WANT ROADRUNNER TO CONTACT ME AND TELL ME WHY THIS HAS BEEN BLOCKED. I COULD COMMUNICATE WITH PANDA IN JUNE, BUT NOT NOW.

I ALSO WANT SOMEONE TO TELL ME WHY THEIR SPAMBLOCK E-MAIL SERVICE WILL NOT REPLY DIRECTLY TO MY E-MAILS AND WHY NO ONE ON THEIR PHONES WILL HELP ME. I NEED BETTER SERVICE AND I NEED EXPLANATIONS. ROADRUNNER NEEDS A LITTLE CUSTOMER SERVICE. Thanks for listening to me. I'll be even more appreciative once I receive your response. Sincerely,

Email User CC:

Frank Ballance

Bob Etheridge

Robin Hayes

John Edwards

Elizabeth Dole

Mike Easley