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Q: Where to complain about new MSNTV 2 system and service? ( Answered 5 out of 5 stars,   0 Comments )
Subject: Where to complain about new MSNTV 2 system and service?
Category: Computers
Asked by: gordonc-ga
List Price: $20.00
Posted: 03 Dec 2004 10:09 PST
Expires: 02 Jan 2005 10:09 PST
Question ID: 437654
My mom has used WebTV for 4 - 5 years.  The unit finally quit working
so she purchased the new MSNTV2 system since webtv no longer is being
sold.  Her new service and hardware are terrible:

1. Her keyboard is faulty and she has been waiting 3 - 4 weeks for a
replacement and MSN cannot explain the status.

2. When she tries to log on, frequently the system will not recognize
her account. Each time she has to call MSN and they transfer her to
another number which is usually a call center in some other
country, this must be their technical support line.  They usually
reset something and then she can log on.

3. This is a brand new system, but the email feature has no spell
check which is the most unbelievable thing for this day and time! 
Even her 5 year old webtv had the spell check functionality.

So my question is where can she complain to get a more senior
manager's attention?  Please do not recommend MSN's customer service
number or FAQ section or emails to their custoemr service department. 
They have no authority and their emails provide canned generic
answers.  She will be happy to send a written letter, make a phone
call, or send an email.

Request for Question Clarification by thx1138-ga on 03 Dec 2004 11:34 PST
Hello again gordonc,

Sorry to hear about your problems with your MSNTV 2, you do not seem to be alone!

I can provide you with the postal address and telephone number for the
general manager of MSN TV, and also the address, telephone number, and
email for the quality assurance manager at MSNTV.  If you think this
information is sufficient for you let me know and I will post it as an

Very best regards


Clarification of Question by gordonc-ga on 03 Dec 2004 13:30 PST
Your information is good, but you could improve it by also providing
mailing address information on the Board of Directors of MSN in
addition to the other things you've listed.  That would be helpful.
Subject: Re: Where to complain about new MSNTV 2 system and service?
Answered By: thx1138-ga on 04 Dec 2004 04:01 PST
Rated:5 out of 5 stars
Hello again gordonc and thank you for your question and subsequent clarification.  
This took quite a bit of detective work but at last I have the
information you require.

The general manager of MSNTV is Mr.Sam Klepper, and his contact details are:

Sam Klepper (General Manager - MSN TV)
1065 La Avenida 
Mountain View, CA, 94043
Tel 1-650-693-1000

"Sam Klepper, general manager of MSN TV"

You could also contact Linda Lazzareschi Quality Service Manager at MSN TV:

Linda Lazzareschi
Quality Service Manager
Microsoft WebTV Networks, Inc.
1065 La Avenida
Mountain View, CA 94043 
Phone: 650-693-1375
Email  or

Following your clarification, the address of Officers at MSN is 

Microsoft Corporation
One Microsoft Way
WA 98052-6399
Tel(Main):	+1 425 8828080
Fax(Main):	+1 425 9367329

And the principal officers are:

Yusuf I. Mehdi  Corporate Vice President,  MSN
David W. Cole  Senior Vice President,  MSN and Personal Services Group
Debra Chrapaty   Corporate Vice President,  MSN Operations
Blake J. Irving  Corporate Vice President,   MSN Communications & Merchant Services
Bruce A. Jaffe Corporate Vice President  Chief Financial Officer, MSN

You should also send a letter of complaint to.

Another contact detail for serving legal documents etc is:

"Online Services List For Law Enforcement, Security Personnel"

"WEBTV (A Division of Microsoft)  (03/02)
Contact Name                                         James Whitright 
Online Service                                         MSN TV Service 
Online Service Address                           
Voice Number                                         650-705-6603 
Fax Number                                            650-727-3490"
E-Mail Contact"

Thank you for your question, and if you need any clarification of my
answer, do not hesitate to ask before rating my answer.

Very best regards, and good luck.


Search strategy included:
"MSNTV 2" said
gordonc-ga rated this answer:5 out of 5 stars and gave an additional tip of: $1.00

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